Why Do Customers Use Social Networks for Customer Service? Because They Can…

Another interesting blog post, and I must agree with it and that we must adopt a new way of providing customer service and think a bit outside of the box.

“Every day, an increasing number of connected consumers are taking to social networks to ask for help or express sentiment related to business or product-related experiences. Some do so to seek resolution from their peers; others broadcast questions or comments as a form of catharsis. A smaller group of consumers actually hopes to receive a response directly from the company.

The reality is that social media is the new normal. A myriad of social networks, whether you use them or not, are now part of the day-to-day digital lifestyle with Facebook, Twitter, Yelp, and YouTube among others becoming the places where your customers connect, communicate, and engage around experiences. They take to these social networks and more because they can. The question is, what are you going to do about it?”

Continue reading here

//Richard

Evolving IT skill sets: Seven roles that should be on CIOs’ radar

Interesting series of articles…

This is the third in a series of three stories about the factors shaping the IT organization of the future. In this story, Andrew Horne, managing director at The Corporate Executive Board Company (CEB), outlines seven new IT skill sets that reflect “fundamental” changes under way in enterprise IT organizations. In the first story, CIOs and experts explore the transformation of IT into a services business and potentially into a component of an enterprise business services organization. In the second story, experts describe the business and technology drivers that could change the CIO role significantly, as well as the role of IT within the business.”

Continue reading here

//Richard

Categories: All, Service Management Tags: , , ,

Don’t Let OpenStack Hype Distort Your Selection of a Cloud Management Platform in 2012

September 28, 2012 Leave a comment

This was an interesting article, I recommend reading it! And thx Ruben for the tip!

“Recommendations:

  • Do not plan the future of your data center with the assumption that OpenStack will be at its core. OpenStack may be a promising project, with many vendors eager to join its marketing bandwagon, but its future success is by no means assured. Rather than counting the number of vendors joining the project, judge OpenStack’s progress by its ability to deliver future releases on-time, with the planned features and minimal bugs and achieving mainstream adoption.
  • To maximize deployment flexibility and interoperability to enable the potential for multi-vendor substitution, try to choose CMP solutions that allow the layers of the service (access management, service management, service optimization, resource management and the underlying resources), to be logically independent of one another.”

http://www.gartner.com/technology/reprints.do?id=1-1C3IGID&ct=120919&st=sb

//Richard

Categories: All, OpenStack Tags: , , ,

Mobile Application Management (MAM) = Complete Mobile Workplace?

September 28, 2012 1 comment

Ok, so I’ve been looking at some of the players out there that say they have a “MAM” product and everybody seem so hooked on talking about MAM and how that’s gonna solve all the needs of a Mobile Workplace… and to be totally frank I think that people tend to run to fast with new cool and hip buzz-words or solutions.

To start of with, what is the definition of a MAM system? This is a pretty good summary I’d say that I stole from WikiPedia;

Mobile Application Management (MAM) describes software and services that accelerate and simplify the creation of internally developed or “in-house” enterprise mobile applications. It also describes the deployment and management of in-house and commercially available mobile apps used in business settings on both company-provided and “bring your own” smartphones and tablet computers.

Mobile application management has also been defined as “the strategy and process around developing/procuring, securing, deploying, accessing, configuring, updating and removing (business) applications from mobile devices used by the employees. To read more at wikipedia click here…”

And does a solution like this provide all the capabilities for businesses today for a complete Mobile Workplace?

Read more…

AppSense Webinar – Windows and the always connected workstyle

September 25, 2012 Leave a comment

This should be very interesting!

“Join us for this webinar and hear about:

  • Enabling flexible workstyles and deployment tools for Windows 7
  • Embracing user virtualization to future proof your business for subsequent OS upgrades
  • Migrating from Windows XP to Windows 7 and then to Windows 8 – see for yourself with a live demo
  • Identifying ways to reducing time, cost and complexity while increasing user satisfaction”

Read more and register here!

//Richard

Free Site Recovery Manager Training

September 24, 2012 Leave a comment

Finally Monday! A new week with new opportunities! 😉

And why not start the week with some free VMware Site Recovery Manager Training videos? Thanks Douglas for sharing this!

Free Site Recovery Manager Training Videos

“We’ve created 11 short instructional videos that lay out the basics of VMware vCenter Site Recovery Manager.  Andrew Elwood, Senior Technical Instructor, walks us through SRM, talking as he would one of his many classes on the following topics, but this time there is no charge to hear his instruction:

1. SRM5 Concepts/Architecture scroll to FREE SRM Training Videos
2. Installing SRM5
3. Site Pairing
4. Storage Replication – Part 1
5. Storage Replication – Part 2
6. Inventory Mapping Protection Groups
7. Protection Groups
8. Creating a Recovery Plan
9.Testing a Recovery Plan
10. SRM Failover
11. SRM Failback

//Richard

Cisco Ceasing Development Of Load-Balancer Products

September 21, 2012 Leave a comment

Wow… ok, it may not be the biggest news but it’s indeed interesting!

“The ADN market has since become more crowded as the technology gets hotter. Behind F5 is No. 2 player Citrix(NSDQ:CTXS), estimated to hold between 15 percent and 17 percent, along with a host of other vendors, from Brocade and Radware to smaller, scrappier alternatives such as A10 Networks.

Suppiger’s research note highlighted F5, Citrix and A10 specifically as being well-positioned to take advantage of Cisco’s decline. Indeed, both F5 and A10 are among Cisco competitors that already are moving to capitalize on Cisco’s decision.”

Read more here!

//Richard

Microsoft Security Newsletter – September 2012

September 21, 2012 Leave a comment

Ok, didn’t have the time to search where online the newsletter is located so I just copied some of it into this post. I think that there where some interesting posts/articles around “BYO”, Cloud etc. So browse and enjoy! 😉

Welcome to September’s Security Newsletter!
This month’s newsletter focuses on personal devices in the workplace, often times referred to as “Bring Your Own Device,” or BYOD. BYOD is a very hot topic these days as organizations grapple with the challenge of managing the risks involved in allowing corporate data to be placed on personal devices such as smart phones. At face value, BYOD has the potential to be a win-win proposition. However, depending on how BYOD is implemented and managed, it could be a Pandora’s box.The primary challenge is that some of the devices employees decide to bring to work may not have basic security or management capabilities. This challenge is compounded by the risks associated with connecting to social networks and by the diverse ways organizations and people are choosing to connect and share data today – such as the utilization of cloud services. We recently conducted a study to find out more about how personal devices are being used in the business environment. Our study found that:

  • 67% of people are using personal devices in the workplace whether it’s officially sanctioned by the organization or not.
  • 53% of organizations officially condone BYOD in some way, but only 22% of organizations support them through their IT department.
  • Cost savings resulting from employees using their own PCs and mobile devices is often a driving factor to BYOD. Less than half of organizations provide any financial subsidy for users who supply their own equipment.
  • A majority of companies are somewhat or very concerned about the risk of data breaches or intellectual property leaks.

BYOD does have distinct advantages. From the standpoint of the IT department, BYOD is generally seen as a cost-cutting measure because the burden of supplying the equipment is shifted to the employees. Some organizations subsidize BYOD policies with a per diem to offset the costs for users, but it still results in lower costs for the organization by relieving IT of its traditional role of maintenance and support.

Another advantage of BYOD is that individuals tend to upgrade and embrace new platforms and technologies much faster than businesses. The organization benefits from being able to take advantage of cutting edge tools and features without the pain of deploying new hardware to the entire company.

From the user’s perspective, BYOD means using devices and applications that are more familiar. Empowering users with the ability to choose which hardware and platforms they use creates more satisfied and productive workers. It also allows them to carry a single mobile device instead of one for work and another for personal use.

The list of smart personal devices capable of connecting to private and public networks is rapidly and constantly expanding. For chief information security officers (CISOs) and chief security officers (CSOs), managing an ever growing list of devices and applications isn’t a sustainable model. Some of the security professionals I have talked to are shifting their focus to managing the data instead of the devices. They have concluded that device security is only a proxy for data security; if they can’t effectively manage the security of the devices that employees bring to work, they will focus on managing the security of the data itself. I think the industry recognizes the importance of securing personal devices and are making steps toward better management controls in the future.

If you are interested in learning more about BYOD, I encourage you to read these blog posts recently published on the topic:

Read more…

Lync 2013 client preview for VDI/Hosted Virtual Desktop environments

September 20, 2012 1 comment

This is an update in the right direction for getting all Lync features to work in a hosted environment! But where are we on this topic of getting the collaboration features etc. to our end-users in a good way to the “Any Device” and “Anywhere” or BYOD if that’s what you wanna call it?

Before there has been a lot of issues with running Lync and what’s supported feature-wise depending on where you ran Lync, what protocol you where accessing it over and how Lync was presented (either as published desktop or as a published app). And this had it’s challenges for companies that for instance wanted to go to a BYOD model where the end-point device the user was sitting on wsn’t managed and didn’t allowed Lync to be installed and where those users then were relying on their XenApp or XenDesktop environment. And then there are features that aren’t supported or let’s say; didn’t work that well and really loaded the host server.

The table below is from a great Microsoft blog post by Jesper Osgaard where he compares the features of Lync in a virtualized environment;

What did Citrix do about it? Well first they released the HDX Realtime Optimization Pack for Microsoft Lync to address these issues and to ensure improved Lync functionality. And I must give Citrix credit for adding support for Linux directly!

Read more…

Hyper-V 2008 R2 Planning Guide for XenDesktop 5.6 Now Available

September 19, 2012 Leave a comment

Ok, another great blog post from Citrix!

“A key advantage of XenDesktop is that it works with three of the most common virtualization products on the market today – Citrix XenServer, Microsoft Hyper-V and VMware vSphere.  However, each of these Hypervisors has a different architecture and feature set. Since each XenDesktop design will vary according to the Hypervisor chosen, we’ve created three separate Planning Guides:

It’s been a while since the first XenDesktop Planning Guide for Hyper-V was released and we’ve learned a lot in that time.  That’s why Ed Duncan and I have just finished a complete rewrite of the Hyper-V Planning Guide (CTX134944) with help from Alex Balcanquall, Michael Cooper, Tony Sanchez and Frank Anderson.  In the new release, we’ve added and revised a number of key design decisions for Hyper-V, including:

  1. Which edition of Hyper-V should I choose? The pros and cons of each edition are discussed and recommendations are provided on which edition should be used to host XenApp servers, virtual desktops and infrastructure servers.
  2. How many physical networks will I need to attach to my hosts?  Details are provided on the typical physical networks requirements for a Hyper-V host supporting XenDesktop including recommendations on traffic separation and which networks should be teamed.
  3. Which virtual machines should be hosted on a Failover Cluster? Recommendations are given based on whether the virtual machines are infrastructure servers, dedicated desktops, pooled desktops or XenApp servers.
  4. Should I enable Dynamic Memory?  The Planning guide will explore the benefits from enabling Dynamic Memory and provide recommendations on how to optimize this technology.
  5. Should I use Provisioning Services (PVS) or Machine Creation Services (MCS) with Hyper-V?  The Planning Guide also highlights important considerations when deciding between Provisioning Services or Machine Creation Services.”

Read more here!

//Richard