ServiceDeskShow http://www.servicedeskshow.com Tue, 17 Jan 2017 14:47:34 +0000 en-US hourly 1 MSPs cash in on IT support demand http://www.servicedeskshow.com/industry-news/msps-it-support-demand/ http://www.servicedeskshow.com/industry-news/msps-it-support-demand/#comments Tue, 10 Jan 2017 16:22:36 +0000 http://www.servicedeskshow.com/?p=13566 Outsourcing of service desk and IT support is on the increase as businesses turn to MSPs to help reduce costs and improve flexibility. A survey of Managed Service Providers (MSPs) by Kaseya shows the industry in rude health.  More than a quarter of the 900 MSPs surveyed say their growth rates are more than 15%, […]

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Outsourcing of service desk and IT support is on the increase as businesses turn to MSPs to help reduce costs and improve flexibility.

A survey of Managed Service Providers (MSPs) by Kaseya shows the industry in rude health.  More than a quarter of the 900 MSPs surveyed say their growth rates are more than 15%, with almost a fifth of those questioned exceeding 10%.

The top three most in-demand services are:

  • Server support
  • Desktop support
  • Network and connectivity support

Remote monitoring, service desk and mobile device support also place highly in the list of services contributing to the growth of MSPs.

The figures support the idea that businesses are no longer concerned about the source of their IT services.  The biggest concern is the quality of the service and how much it costs.  This fragmentation of IT support may be worrying for in-house service desk teams, but reflects a trend that is looking increasingly like a permanent fixture.

Download the MSP Pricing Survey 2016.

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Staff morale hit by digital transformation pressures http://www.servicedeskshow.com/download/staff-morale-hit-digital-transformation-pressure/ http://www.servicedeskshow.com/download/staff-morale-hit-digital-transformation-pressure/#respond Tue, 10 Jan 2017 15:46:48 +0000 http://www.servicedeskshow.com/?p=13562 Digital transformation promises to reduce costs and create better services.  But trying to achieve it is taking its toll on ITSM professionals according to research from Axios Systems. The ITSM Trends 2017 whitepaper shows that while digital transformation is helping to forge improvements in key areas such as IT security and service innovation, staff are paying […]

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Digital transformation promises to reduce costs and create better services.  But trying to achieve it is taking its toll on ITSM professionals according to research from Axios Systems.

The ITSM Trends 2017 whitepaper shows that while digital transformation is helping to forge improvements in key areas such as IT security and service innovation, staff are paying the price.  The survey shows that morale has decreased in the past year, with respondents complaining about the lack of resource and dwindling budgets.

Human psychology means people are happier when working effectively, so not being able to meet the high demands placed on them by the business is sure to cause stress.  The survey is a timely reminder for service desk and IT managers to realistically balance expectations of digital transformation, especially where money is tight.

The survey also highlights service experience as a key driver for 2017, suggesting that collaboration and knowledge-sharing must improve to deliver a more consumer-like experience for IT customers.  One area that could help is automation, with the survey stating that more automation projects will start this year.  However, it also says that more than half of these projects will be abandoned during the next three years.  Automation is indeed a powerful tool that can relieve pressure on service desks, but it must be deployed and maintained intelligently to deliver the value businesses expect.

Download the full whitepaper from Axios, ITSM Trends 2017.

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Is enterprise IT being sucked into the cloud? http://www.servicedeskshow.com/blog-spot/enterprise-it-sucked-into-cloud/ http://www.servicedeskshow.com/blog-spot/enterprise-it-sucked-into-cloud/#respond Tue, 10 Jan 2017 13:41:19 +0000 http://www.servicedeskshow.com/?p=13557 This year the enterprise IT will allocate an average of one-third of their budgets to cloud and hosted services according to 451 Research.     In 2016, the figure was 28% and the researchers say this figure is increasing every year.  James West considers what this means for IT departments.  It appears everything is being […]

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This year the enterprise IT will allocate an average of one-third of their budgets to cloud and hosted services according to 451 Research.     In 2016, the figure was 28% and the researchers say this figure is increasing every year.  James West considers what this means for IT departments. 

It appears everything is being thrown into the cloud; infrastructure, applications, IT services, IT management and security.  Even scaremongering surrounding cybercrime is failing to stem the growth pattern.  Unless we understand and address the cloud trend, enterprise IT as we know it will disappear from the enterprise.

The drivers
So why is this happening? Is it because cloud is the best solution? In many cases, yes.  Cloud can be a very cost-effective, flexible way to deliver and adjust IT services, negating the need for large upfront investment and offering attractive ongoing pricing. 

But is cloud also popular because businesses are tired of waiting for non-responsive, inflexible internal IT teams?  In many cases, yes. 

We live in an impatient society which demands instant gratification from technology.  Apps and video download almost immediately.  Amazon can now deliver goods within a few hours.  Yet technology found in the typical enterprise is at best lagging behind, and at worst, embarrassingly anachronistic.

If cloud is able to help businesses to cost-effectively deliver faster, more effective IT services, this is a positive outcome.  Those who lament the exclusivity of “in-house” IT must recognise this is an outdated view.   Businesses need technology that delivers benefits and value, and is responsive to change.  Therefore, we should embrace such tools that exist, including cloud, to create the type of enterprise IT that businesses need, not the IT we have delivered in the past.

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LANDESK promises to focus on the ‘IT’ in ITSM http://www.servicedeskshow.com/blog-spot/landesk-puts-itsm-first/ http://www.servicedeskshow.com/blog-spot/landesk-puts-itsm-first/#respond Thu, 05 Jan 2017 14:58:14 +0000 http://www.servicedeskshow.com/?p=13550 With 37 offices and 1600 employees helping support 41 million endpoint devices, the combined LANDESK/HEAT creates an IT behemoth.   CEO Steve Daly explains that rather than leaving behind its ITSM legacy, the new company will put IT front and centre. When companies the size of LANDESK and Heat combine, there is a tendency to […]

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With 37 offices and 1600 employees helping support 41 million endpoint devices, the combined LANDESK/HEAT creates an IT behemoth.   CEO Steve Daly explains that rather than leaving behind its ITSM legacy, the new company will put IT front and centre.

When companies the size of LANDESK and Heat combine, there is a tendency to move “up the food chain”.  Niche IT providers combine forces and expand their portfolio to compete for bigger deals. Large IT service management providers often become broad, enterprise IT providers to get even bigger deals when they join forces.  It’s a natural occurrence driven by market demands.  But this trend is why all to often, customers of the original product or service are left behind.

The combined LANDESK/HEAT will certainly be big.  And it will certainly compete for bigger deals against bigger competitors.  But according to its CEO Steve Daly, LANDESK/HEAT will certainly not move away from its IT service management legacy.

“We live in the age of the digital workplace and IT service management is the centrepiece of this new world.  We have many tools available, but they are too disparate. These elements need automating and integrating. ITSM needs someone to pull it all together, and this is what LANDESK/HEAT will do.” 

IT departments must be the fulcrum for ITSM according to Steve.  “We’ve seen enterprise service management receive a lot of coverage and there is merit in applying service management principles to other departments.  But we’re not going to chase enterprise service management, our innovation is focusing on the IT element.

“ITSM needs someone to pull it all together, and this is what LANDESK/HEAT will do.”


“The tech that we’ll bring to the workplace, it’s about end-user management and security.  It’s about IT technicians and leaders, not HR, or facilities.  This is about IT.  We need cool innovation in service management, and we need to think differently about making every end-user more effective.  We believe no one is fulfilling this role currently.”

Steve underlines the point that his new organisation, which will be renamed later this year,  takes its role of improving ITSM very seriously. “The cornerstone of this new company will be the IT service management platform.”

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Service desk software market ‘ripe for disruption’ http://www.servicedeskshow.com/feature/service-desk-software-market-ripe-disruption/ http://www.servicedeskshow.com/feature/service-desk-software-market-ripe-disruption/#respond Wed, 04 Jan 2017 16:04:14 +0000 http://www.servicedeskshow.com/?p=13546 Customer experience is putting pressure on service desk software to deliver better support but the technology is sorely lacking. Sid Suri, VP marketing for Atlassian says that as customer experience becomes more important to IT departments, the lines between internal and external support are blurring.  This is making disruption inevitable.  “As online support for consumer […]

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Customer experience is putting pressure on service desk software to deliver better support but the technology is sorely lacking.

Sid Suri, VP marketing for Atlassian says that as customer experience becomes more important to IT departments, the lines between internal and external support are blurring.  This is making disruption inevitable.  “As online support for consumer technologies continues to improve, why do the tools we use to support our internal customers look so bad?”

Service desks must deliver a quality customer experience to make their businesses attractive to the best candidates according to Suri. “The high-tech sector has a big focus on finding the best employees – there’s an arms race for the best talent – and this trend is bleeding over to other industries.  Service desks and IT departments must give these people the tools they want to use, and the support must be timely and efficient. Businesses are being judged on the quality of the self-service portal.

“The problem is they are using inflexible, legacy service desk software tools that weren’t designed to accommodate the speed and usability that today’s customers demand. Thankfully ITSM tools are catching up with the consumer experience.”

This means that conditions for change are perfect and that many service desk tools will be replaced in 2017.  “ITSM is ripe for disruption.  The service desk needs a tool built for 2017, not 1987.”

Service desks must start thinking in nimble, DevOps terms to support their customers who themselves are developing more flexible, outcome-orientated IT. 

According to Suri, the major advantage of the JIRA Service Desk is its founding focus on improving the experience for software and project management professionals, which dovetails with the current trend to align development with operations.   “DevOps has certainly helped validate our approach.  By creating a tight loop between development and IT, your operations people become customers, and the whole dynamic changes.”

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Combined LANDESK/HEAT to ‘solve ITSM problem’ http://www.servicedeskshow.com/industry-news/combined-landeskheat-solve-itsm-problem/ http://www.servicedeskshow.com/industry-news/combined-landeskheat-solve-itsm-problem/#respond Wed, 04 Jan 2017 09:14:06 +0000 http://www.servicedeskshow.com/?p=13542 LANDESK and HEAT Software will merge in a blockbuster deal.  Steve Daly, CEO of LANDESK, tells SITS Insight why the new company will transform the industry by solving the ITSM problem.   Clearlake Capital Group, which already owns HEAT Software, is finalising the acquisition of IT management and endpoint security specialist LANDESK.  Once completed, the two […]

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LANDESK and HEAT Software will merge in a blockbuster deal.  Steve Daly, CEO of LANDESK, tells SITS Insight why the new company will transform the industry by solving the ITSM problem.  

Clearlake Capital Group, which already owns HEAT Software, is finalising the acquisition of IT management and endpoint security specialist LANDESK.  Once completed, the two companies will be merged, creating a powerhouse ITSM platform.   

Steve Daly, CEO of LANDESK, will lead the new company from LANDESK’s Salt Lake City headquarters.  The combined company will be renamed this year, and Steve told SITS Insight that integration teams on both sides have already started investigating how to connect the technology.

According to Steve, HEAT’s cloud-based service management and endpoint technologies, and LANDESK’s suite of security and end-user centric tools will be a powerful combination.    The technology and vision of the two companies mean the merger makes perfect sense, according to Steve.  “LANDESK and HEAT were pursuing a similar strategy: to deliver and secure the digital workplace. I love what HEAT has done with cloud and the people there are world class. It’s a great combination at a time when the ITSM market needs to change.”

Steve said that early in his career, he had a pager and a desktop and was beholden to IT to deliver, upgrade and support this technology.  “Now we can source IT ourselves, and the workplace is wherever we are, everything has been upended.  The combined might of LANDESK and HEAT can bring together all the disparate tools and build IT solutions that will deliver the digital workplace.  The new LANDESK we’ll be uniquely positioned to solve the ITSM problem.”

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New vice chair for itSMF UK http://www.servicedeskshow.com/industry-news/new-vice-chair-itsmf-uk/ http://www.servicedeskshow.com/industry-news/new-vice-chair-itsmf-uk/#respond Wed, 14 Dec 2016 17:08:40 +0000 http://www.servicedeskshow.com/?p=13532 The itSMF UK has elected Martin Neville to the post of vice chair. One of the key reasons that Martin, a 15-year service service management veteran, has been elected is because his background means he will bring a customer rather than technical focus to projects.   Martin, who is employed as principal consultant at Tata Consultancy […]

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The itSMF UK has elected Martin Neville to the post of vice chair.

Martin Neville, itSMF UK

Martin Neville, itSMF UK

One of the key reasons that Martin, a 15-year service service management veteran, has been elected is because his background means he will bring a customer rather than technical focus to projects.   Martin, who is employed as principal consultant at Tata Consultancy Services, was first elected to itSMF UK Board in October 2015 as the representative for corporate and larger enterprise members.

itSMF UK chair Rosemary Gurney commented on the election. “I’m delighted to welcome Martin Neville to this key role on the board, and I am confident that his business and organisational change management experience will be a great asset for itSMF UK during a period of significant transformation in the coming months.”

Martin’s election further indicates the itSMF’s commitment to put more focus into the people element of service management.  Barclay Rae’s opening remarks at the itSMF Conference talked about the importance of BRM and managing relationships, and Martin’s approach dovetails with the itSMF’s intention to transform how it approaches IT service management.

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Cloud vs on-premise http://www.servicedeskshow.com/event-press/blog/cloud-vs-on-premise/ http://www.servicedeskshow.com/event-press/blog/cloud-vs-on-premise/#respond Wed, 14 Dec 2016 15:38:32 +0000 http://www.servicedeskshow.com/?p=13528 Is the cloud right for your business or should you keep your applications in house?  Mike Puglia of Kaseya gives the pros and cons of cloud vs on-premise. The cloud has been a great leap forward. You can leverage tools like Gmail to store messages in the cloud and then get them from any device anywhere. […]

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Is the cloud right for your business or should you keep your applications in house?  Mike Puglia of Kaseya gives the pros and cons of cloud vs on-premise.

The cloud has been a great leap forward. You can leverage tools like Gmail to store messages in the cloud and then get them from any device anywhere. DropBox lets you do the same with documents, photos and other files. Meanwhile core IT apps such as ERP and productivity tools like Office are now commonly run in the cloud.

Tech start-ups who want to get new inventions to market fast tend to operate 100% in the cloud. Some venture capitalists will only invest in start-ups that use cloud for IT infrastructure, but most environments are not so pure. The majority of established SMBs have an array of legacy gear that works, is understood by IT, and is paid for. So even as many new apps, such as ERP, email and backup move to the cloud, others, such as DBMS and accounting run effectively on in-house servers.

Here’s some of the factors you must consider to decide the cloud vs on-premise question.

Respect the Law
Moore’s Law postulates that the density, and power of a processer doubles every 18 months. Since servers generally last five years, if you want to replace your five year-old server, either it will be 7.5 times faster for the same price or 7.5 times cheaper for the same speed.

SMBs, therefore would do well to compare maximising the benefits of their existing on-premises applications and infrastructure against the benefits of migrating these to the cloud. Keep in mind that once you move to the cloud, it might not be so easy to move back.

Be sceptical of cloud economics
Cloud pricing and contracts can be complex, which is why businesses turn to experts like R “Ray” Wang, principal analyst at Constellation Research. Wang helps customers negotiate a minefield of issues. Contracting with a cloud service provider might appear cost-effective, but there are conditions and hidden costs that can turn what sounds like a great deal into a money pit. The main issue is the pay-as-you-go model. IT knows that data use and processing power always experiences increased use. So when you start using more capacity, your costs rise – in often unforeseen ways.

Another issue raised by Wang is that cloud providers control cloud pricing. Unlike a piece of on-premises software which you already own, you may find the cost of cloud service rising – apart from fees for increased use. Often there is little recourse than to absorb the cost as it can be difficult to migrate to another service.

Vendor lock-in is a further concern. “While users have access to and ownership of their data, the hurdle in moving from one cloud vendor to another increases with usage over time. Without rights over the app’s functionality, users face lock-in if they cannot easily export their business processes that are instantiated in the vendor’s functionality,” the Cloud Bill of Rights argues.

Cloud vs. the WAN
Internal IT networks can be very snappy. We have high-speed network adapters, wireless routers, and Ethernet LAN backbones. These connections are almost always faster than the WAN connections that attach the LAN to the internet. While the LAN is only as fast as its slowest hop component, the cloud is only as fast as the slowest WAN connection and the slowest network and hops in between it and the cloud provider. If you move major apps to the cloud, you may be fielding complaints from end users about lag time. To reduce this latency, you may have to upgrade WAN connections at additional expense.

Case for the cloud
Despite drawbacks and alternative approaches, the cloud is here to stay. Major market researchers show cloud momentum is virtually unstoppable. This means these cloud services, despite some lingering reservations, are providing true value. While you may not need to move all your legacy apps to the cloud now, new apps could easily be deployed as cloud services with less burden on IT.

One hot area is storage. The beauty here is IT doesn’t have to maintain as much backup infrastructure. At the same time, restores are more reliable because the data is in the hands of a provider that focuses on storage. And with the cloud, your backups can achieve nearly infinite scalability. Disaster recovery as a Service (DRaaS) is also hot, according to MarketsandMarkets, which says DRaaS will be a $5.7 billion market by 2018. Software-as-a-Service (SaaS) is another boom area. Volume licenses for on-premises software can be insanely complicated whereas, in comparison, licensing for SaaS apps is far simpler. Upgrades are easier too since, in the cloud, they are automatic. Just as important, end users can get their application-related files from most devices and location.

Mike Puglia, Kaseya

Mike Puglia, Kaseya

Finding an answer
So what’s the solution? The short answer is there is no ‘one size fits all’ approach that matches all scenarios here. The choice will inevitably depend in large part on your specific objectives as a business.  A private cloud may be a great option – and easier to do than you think. If you are already virtualized, it is not a big leap to turning your data resources into a private cloud, where the systems act as a unified, scalable utility. Here you gain all the benefits of a public cloud with fewer of the downsides.

Any cloud solution does, however, present special network monitoring and management challenges for IT. That’s because internal IT doesn’t have full control of the provider’s cloud infrastructure or a full view of all the network pieces that support these cloud applications and services.

And while IT struggles to monitor and manage the cloud, it still needs to take care of internal networks and even hybrid cloud configurations.

The latest full-featured network monitoring solutions are key here in holistically monitoring performance across on-premises, cloud and hybrid infrastructure and allowing IT staff to have oversight of even the most complex infrastructure based on service-level views. This service-oriented perspective enables fast root cause analysis, so network and service problems are quickly resolved and don’t hold operations up.

On the other side of the coin, on-premises computing can be fast, affordable and highly efficient. Managing it all, though, can be difficult. IT automation, such as that offered by Kaseya VSA, can dramatically reduce the administrative burden while ensuring all endpoints remain up and secure.

Many businesses may decide to opt for a hybrid approach, keeping some core capability and legacy processes in-house while moving other functionality and applications into the cloud. Whatever option they take, it’s worth remembering that IT automation, network monitoring and performance measurement will be key in maximising the benefits achieved.

Mike Puglia is chief product officer for Kaseya.

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IT workplace trends for 2017 http://www.servicedeskshow.com/industry-news/tomorrows-world-work-trends-2017/ http://www.servicedeskshow.com/industry-news/tomorrows-world-work-trends-2017/#respond Wed, 14 Dec 2016 14:35:31 +0000 http://www.servicedeskshow.com/?p=13525 More mobile, more flexible, more networked, more efficient: that’s how companies envision their workplace of the future.  Oliver Bendig of Matrix42 looks at the workplace trends that will change the way we work in 2017. Technological progress has radically transformed the workspace in the last 10 years. Desk, computer and telephone have been largely replaced […]

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More mobile, more flexible, more networked, more efficient: that’s how companies envision their workplace of the future.  Oliver Bendig of Matrix42 looks at the workplace trends that will change the way we work in 2017.

Technological progress has radically transformed the workspace in the last 10 years. Desk, computer and telephone have been largely replaced by tablet, smartphone and cloud-based apps.

So, given this transformation, what trends should companies be aware of to successfully meet employee requirements of today and tomorrow?

Individual cloud-based work environment
One of the basic technologies driving many innovations is the cloud. Today, it is possible for personal workstations to be represented down to the last detail in the cloud and accessed via a web browser. As a result, the personal work environment is no longer tied to a conventional work “place” and becomes independent of time, place and device. No matter where I am, when I work or which device I am using, the cloud gives me access to my work environment of apps, files, identities and services at any time. The browser is thus turning into the new operating system and work is becoming a state that I can choose to activate or deactivate at any given time.

Holistic workspace management
Providing knowledge workers with a suitable workspace in the future requires certain investments to be made. Employers who are taking steps to make the work environment mobile are heading in the right direction. 

Right at the top of the list is holistic workspace management that puts an end to management silos and a one-sided focus on specific devices. Employees use more than one device to do their work and in response, IT management technologies are becoming increasingly user-centric, rather than based on a specific device. Unified Endpoint Management of traditional, mobile and hybrid devices is becoming more and more important, enabling administrators to manage the workspace environment independently of the devices used and to focus on the user instead.   

Enterprise service management
New synergy effects are also emerging across the entire field of employee service through so-called ‘servicisation’ in companies. Over the last decades, IT service management has developed extremely efficient processes for the provision and administration of services. Connectivity will make these processes available for non-IT services, too, in the future. The HR department, for example, will use them to on-board a new employee or to handle requests for leave or notifications of illness.

Smart office: IOT and augmented reality
The use of an increasing variety of devices for work is set to rise in future. The connected and autonomous car will increasingly be used as a mobile office. So-called wearables will enable new and more efficient work processes. Data glasses, for example, will show logistics staff the location of goods in storage halls or assist surgeons during operations. The option of a new kind of virtual conference is also on the horizon, with participants meeting in an augmented office even though they are actually thousands of miles apart.   

Connectivity will not stop at the individual workspace but will expand to include entire buildings and their infrastructure. Functions such as lighting, heating, access controls and projectors will be “smartly” connected to the work environment. Knowledge workers in the smart office can then check the availability of rooms and book them for meetings, for example, or localise members of staff within the building, automatically regulate the lighting, launch teleconferences and dial in participants automatically. This will lead to better time management, more efficient allocation of office resources and more effective collaboration.

The workstation as a virtual super assistant
Music streaming apps like Spotify are setting the trend: in line with a user’s personal taste in music they make recommendations about what to listen to in certain everyday situations like getting up in the morning, at sport, or to create a pleasant atmosphere in the evening. Technology will generally become more “empathetic” to work contexts of the future, helping knowledge workers to become more efficient, more productive and more motivated. Time, place, devices, bandwidth and user behaviour will become factors that are automatically taken into consideration in the provision and use of IT services. My workstation will, for example, identify who my next meeting is with and automatically call up our last conversation, recently shared files and the necessary apps. Tomorrow’s workstation will become a kind of super assistant that will quickly learn from my interactions what I need in each specific situation and provide it.

Workplace trends in 2017: more than just technology
Digitisation will surely also change the habits of knowledge workers. Work and private life will often lie side by side on one device which also harbours certain risks. The topic of data security and privacy will require a great deal of attention, and care must also be taken that the blurring of work and private life is not detrimental to the work-life balance. Although technical options could be deployed here in principle, experience has shown that responsible, role-model behaviour on the part of superiors has the most lasting impact in practice. After all, modern knowledge workers should not just be able to work more efficiently, they should also have a higher quality of life.

Oliver Bendig is CEO of  Matrix42, the workplace management specialist.

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Met Office protects IT from unwelcome strikes http://www.servicedeskshow.com/industry-news/met-office-protects-it-case-study/ http://www.servicedeskshow.com/industry-news/met-office-protects-it-case-study/#respond Mon, 12 Dec 2016 09:57:48 +0000 http://www.servicedeskshow.com/?p=13513 Ensuring that the technology powering the Met Office is never under the weather requires a unique view of IT; see how Met Office protects IT in this video. The Met Office produces over four million forecasts every single day; helping people and businesses make major decisions.   The Met Office’s service and system monitoring team […]

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Ensuring that the technology powering the Met Office is never under the weather requires a unique view of IT; see how Met Office protects IT in this video.

The Met Office produces over four million forecasts every single day; helping people and businesses make major decisions.   The Met Office’s service and system monitoring team provide the organisation with real-time monitoring of application, data and infrastructure components that are vital to the delivery of services to customers.

To do this, IT staff use Interlink’s Manager of Managers view to consolidate all elements within the operations centre – viewable via a ‘single pane of glass’.   This ensures failures are avoided that might ordinarily bring the business to a halt.

In this 5-minute video Hilary Palmer, manager of the service and system monitoring team and technical lead, Eddy Hemmings talk through their Manager of Managers deployment.

 

 

 

 

 

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