The New Age of ITSM – What to Expect and How to Prepare

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The New Age of ITSM – What to Expect and How to Prepare

The contribution of ITSM towards business value is significant, and is slowly witnessing a resurgence with the adoption of exciting new technologies. This is good news, considering that ITSM was slowly finding itself being nudged to the sidelines. Adoption of Agile, DevOps, Cloud, Automation, Machine Learning (ML) and Artifical Intelligence (AI) has given ITSM greater relevance in addition to the contribution it has already been making towards operations. The multi-faceted demands of customers, goals of business expansion and the mandate to improve productivity have spurred this adoption of technologies to transform ITSM. Here is a peek at key technological developments on the ITSM front and what organizations need to do to be ready for it. Continue reading

Field Force Automation – A gamechanger for your sales team

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Field Force Automation – A gamechanger for your sales team

What was once viewed as a bittersweet development, is now turning into a gamechanger for entire sales teams. In a data-driven world, organizations in general and sales teams in particular have understood how Field Force Automation has complemented the feet on the ground with greater transparency, offering incentives for efficiency. Field Force Automation, which effectively is the digital capture of on field data for back end process, offers organizations and sales teams with accurate data points and statistics that aid in improving performance outcomes. With numerous advantages from an operational perspective, it has brought life to the worm graphs in reviews. Here is a deeper look at some of the more important benefits for sales teams. Continue reading

5 Cyber Security Trends to Prepare for in 2018

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5 cyber security Trends to Prepare for in 2018-

2017 saw notable businesses worldwide fall prey a windfall of global cybersecurity threats. While ransomware such as WannaCry and NotPetya, spread over 150 countries and held critical user data ransom, “undetectable” malware breached data repositories of large businesses such as Equifax, Verizon and KMart to rob them of confidential user data. Such global ransom campaigns and data breaches typically can cost companies millions of dollars in losses – not to mention loss of user trust. Continue reading

Cloud Compliance is more complicated than you think

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Cloud Compliance is more complicated than you think

The dynamics of cloud infrastructure are changing rapidly, in response to the increasing number of security threats that data in the cloud is being subjected to. Most cloud service providers until recently were focused on data storage. With the increasing attacks on enterprise data, government and industrial regulations have become stringent and compliance has become mandatory than a value-add. Hence both organizations and Cloud Service Providers alike are shifting their focus from data storage to data security and compliance. Continue reading

How Bots are taking over Mobile Apps

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How Bots are taking over Mobile Apps

Possibly one of the few technological milestones that happened quietly and swiftly, bots have swarmed the customer care landscape, injecting innovation. ‘Smart Agents’ are predicted to handle four out of ten mobile interactions by 20201, and a Gartner study predicts that 85% of interactions will happen without a human at the other end2. Surprisingly, this quiet revolution of sorts has been happening on the sidelines of the popularity of apps and is all set to dwarf the success of apps. Three out of ten customers prefer a social media channel to interact with brands3, rather than a voice call. It is this comfort level that has added to the popularity of apps, and bots have gone a step further, bringing in interaction. Continue reading

Automation in ITSM – Changing The Status Quo for End-User Service Delivery

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IT Automation in ITSM – Changing The Status Quo for End-User Service Delivery

Digital Transformation does have parallels. Atleast when it comes to being inevitable for organizations, quite similar to how IT invaded businesses. What’s important here is the concept. By virtue of being an integration of similar or dissimilar technologies to bring about digitization, it cannot function with just one technology. And in the midst of the cut and thrust of this transformation, automation has emerged as a lynchpin, giving a fillip to ITSM. Continue reading

Using Bots to Generate Leads from Marketplaces

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Automation using bots to generate leads from marketplaces

Over the past few years, automation and Bots have been increasingly used in customer service. From automated voice response to messengers, increasingly Bots being used to improve the interaction – of Both your current and potential customers. It is indeed possible and being explored to use Bots to generate the leads for the sales team. For example, a Bot can be programmed to automatically browse online marketplaces like IndiaMart and TradeIndia to extract details like the contact points and supplier information. This data is loaded as a lead automatically into a CRM which can then be assigned to a salesperson and further enriched for conversion into an opportunity. Such advancement in automation, esp. Bot technology promises to revolutionize the sales process and its outcome. Continue reading

Challenges during Cloud Migration

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Challenges during cloud migration

Many company executives have make-shift cloud strategies managing cloud migration on their own. However most such initiatives run into problems and executives face many challenges in migrating to cloud, arising out of some common mistakes. Many businesses go about without any specific cloud migration strategies but a thorough process evaluation and goal setting can help avoid some common and costly mistakes such as: Continue reading

Assimilation of Security Technologies into Cloud Platforms

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Cloud Security: Assimilation of technology into cloud platforms

Cloud is the future and organizations around the world are adopting cloud platforms for managing their IT resources. According to a recent Gartner report on the cloud computing trends in India, the enterprise IT spend on cloud computing increased to $71 Billion in 2016, a six percent increment from 2015i. The trend is slated to continue. The same Gartner report positioned cloud computing to constitute a major share of the IT investments this year. With an increased rate of adoption and especially post recent cyber-threats like WannaCry and Petya, organizations across the world have realized the importance of cloud security and are working towards safeguarding their cloud. Continue reading

5 Cloud Migration Mistakes to Avoid

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5 Cloud Migration Mistakes to Avoid

According to a recent survey by IDC, half of 6159 executives define their cloud strategies as “ad hoc.” Many company executives have stop-gap cloud strategies managing cloud migration on their own. However most such initiatives run into problems and executives face many challenges in migrating to cloud, arising out of some common mistakes. Many businesses go about without any specific cloud migration strategies but a thorough process evaluation and goal setting can help avoid some common and costly mistakes such as these five. Continue reading