Maintaining a cost-effective IT department can be a costly process. To keep the IT systems of a business running smoothly with minimal downtime means hiring a proficient IT service department. Knowledgeable IT service managers and teams do not come cheap, especially if a business is looking for employees with solid background knowledge – this knowledge only comes through extensive training and experience. You would think this makes them indispensable to a business, but often IT is one of the first areas to feel cuts during an economic downturn.
Cutting IT Support Costs
Usually, downsizing an IT department is due to a lack of understanding of its importance. The smaller and less experienced the IT service team, the more downtime will occur – costing the business more money in lost productivity and revenue.
IT is often seen as the one area of a business that does not actively make money. A cost-center, not a business enabler. The fact is, IT's role is to aid the business in making money by supporting other departments. In our experiences, we've seen good Houston IT service providers keep IT infrastructures running so that other departments can make money. However, great providers t use IT as a strategic tool to help automate processes and improve efficiency.
However, sometimes difficult decisions must be made if a business feels that IT is the only department they can downsize without a critical impact on profits. If this is the case, here are a few options.
Internal Support via Wikis
One option for businesses looking to cut IT costs is to replace dedicated IT support staff with internal wiki pages. These would be managed by all staff who have encountered problems and fixes.
The idea behind self-help wikis is that each time an employee has a problem, they log it on the Wiki. When a solution is found that is also added. Then, if another employee encounters the same problem then the solution is already there. However, the idea of letting untrained staff manage their own IT support is shocking to IT experts.
Businesses may think that getting staff to fix their own problems is a great alternative to hiring expensive IT staff. But this can be a risky move. Staff who are not trained in IT support will take longer to fix problems – leading to more costly downtime for the business. Any fixes they do come up with could also come back to haunt the business as quick, temporary fixes are preferred over long term system support.
Standardized IT Service Management
Using an IT service management standardized framework can be hugely beneficial to cutting down infrastructure.
ITIL is a library of common vocabulary that improves the quality and reduces the costs of IT services. ITIL ensures that IT services are focused on the business case which helps prove to business owners that the IT department is having a positive financial effect on the company.
Unlike using internal Wikis, ITIL means the placement of documented IT strategy, maintained by recognized experts. Often, what a business sees as an area losing money by default is actually just poorly managed department lacking centralized structure. ITIL is a great way to streamline IT service management by introducing structure and minimizing downtime.
Cloud computing providers reduce capital IT and maintenance costs
Many organizations have also moved to cloud providers to reduce the capital costs of owning, managing and protecting and supporting on in-house IT system. Using the cloud computing model, organizations treat IT like a utility, paying only for the computing resources they use, and eliminating the need for an on-premise IT system. With the nuts-and-bolts of IT maintenance and support assumed by the cloud provider, the client organization can refocus its resources on strategic initiatives.
With contributions from Silicon Beach Training, an APMG-accredited ITIL training center in Brighton, UK that offers Six Sigma training.
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In today's business economy, IT professionals find themselves more accountable for budget shortfalls and more strategically aligned with businesses needs. We present the story of our friend Gus, a Houston network support engineer, who must account for all sorts of costs, from headcount to the amount of power consumed by data centers.
With cloud computing, IT’s strategic focus becomes more apparent. Business leaders want reliable systems and predictable costs. Cloud computing offers the most cost-efficient solution for predicting IT costs, so Gus is less focused on hiring Houston IT support professionals and more focused on hiring those that can help drive revenue.
Since Gus is responsible for identifying and leveraging IT costs, cloud computing providers became an attractive option to control his IT budget. In the past, initiatives like equipment and applications upgrades had to be closely monitored to control costs. Gus had to recruit talent and match employees with just the right skillset for jobs. These job responsibilities have shifted with the introduction of cloud computing networks.
In a study conducted buy CA Technologies, a majority of CIOs believe that cloud computing enables them to spend more time on business strategy and innovation. More importantly, 71% who have already adopted cloud computing see their positions as a viable path to pursue more strategic roles rather than being anchored by the routine tasks of maintaining an on-premise system.
CA’s study points out that “a business leader who is fully in tune with emerging technologies and with the ability navigate possible pitfalls will prove an invaluable resource to many firms.” As CIOs become more noticed as strategic assets, they find themselves more optimistic about taking on the role of CEO or other positions in the C-suite.
In the past, Gus faced barriers to advancing into other leadership roles within companies. He was forced to contend with the nuts and bolts of the IT infrastructure and less available as a strategic partner in the business. Moving to a cloud computing provider has changed that. Gus has found himself positioned for larger roles in business planning. In fact, CA’s study points out that 4% of CEOs have risen from the CIO rank.
Although in our research, not all the Houston IT support professionals aspire to become CEOs , they do find themselves repositioned for more strategic roles thanks to cloud computing services.
This post is an adapted excerpt from our free educational webinar, 4 Steps to Successful Cloud Computing Implementation. To learn more about cloud computing and how to avoid the common risks, register for the webinar here.
Depending on what research you read, the cloud computing market is set to grow from around $12 billion today to anywhere between $150 billion and $220 billion by 2020. Are you ready to jump on the bandwagon?
There are many reasons to move to a cloud computing service. "Everyone is talking about it" should never be one of them. If cloud computing doesn't help your business with at least one of the following benefits, perhaps your organization is not ready for the cloud.
Sample Business Reasons to Move to a Cloud Computing Provider
- Your on-premise IT is a disruptor of business operations
- You want to convert fixed IT costs to variable costs
- Your on-premise IT cannot meet legislative compliance
- You need to invest resources in other opportunities
- You need to increase speed to market
- You need to accommodate for future growth without overinvesting
The cost issues aside, there are many more factors likely to drive growth in the cloud market in the coming years. Below we have highlighted five "real" reasons to move to a cloud computing provider:
1. Pay as you go model
The cloud lets businesses treat hosting and services as a utility; the cloud lets businesses treat hosting and IT like electricity, something they only pay for what they use, rather than something they need to sign up for in advance, hoping that what they have in place meets their requirements.
2. Better, more affordable technology
Cloud technology is becoming better and more affordable, all at the same time. These two factors are likely to increase opportunities for developers to build new and exciting cloud based platforms that will entice businesses into the cloud for the first time.
3. Decreased toll on IT departments
It is often the case in large companies and organisations that working between two different departments internally can be more difficult than outsourcing to a third party service provider. With complex problems, limited resource and time constraints this is often particularly true with IT services. As awareness of the cost effective nature of cloud based services begins to grow, companies will increasingly turn to the cloud to take the administrative hassle out of solving their IT issues.
4. Improved security and accountability
As the cloud becomes more and more prevalent, large companies will increasingly see the benefit of adopting the cloud over onsite IT procedures. Accountability for security and management of all IT services will increasingly be managed via the cloud as it offers companies a centralized system that is easier to manage and more cost effective.
5. Improved capabilities as a result of increasing consumer demand
Cloud hosting for consumers in areas such as entertainment, gaming and music, as well as home computing, will increasingly push the cloud and what it used for into new fields. Web savvy consumers, connected via TV, laptop, tablet and Smartphone will increasingly demand cloud based services to access all of their files with ease. This is an area that is set to be a major driver of growth in the cloud computing market in the coming years.
6. Getting a geo-graphically team under one virtual roof
The changing nature of the modern workforce is also likely to drive growth in cloud computing over the coming years. With more people working from home and the 24/7 nature of modern offices, the ability to access documents and share information between mobile devices, as well as different computers, is likely to have a big effect on the cloud market. (*Editor's note: Just make sure your cloud computing provider doesn't sacrifice data security for convenience!)
This article was written with help from our colleagues at Workbooks, a leading supplier of web based CRM systems.
Need help getting started with your cloud computing implementation plan? Register for a complimentary educational webinar "5 Steps to Understanding & Implementing Cloud Computing"
In the business world, working in ‘The Cloud’ has become common terminology. Cloud computing providers offer the possibility for shared data access, resources and software without the supposed hassle of having to understand the entire network itself.
Unfortunately, when it comes to cloud computing services, too many businesses start out with great intentions, and falter when they fail to approach the system in a strategic way. Below are three dangerous factors when dealing with cloud computing services, and steps to avoid making the mistakes that could keep your business from moving forward.
1. Keep your finger on the pulse of your data
Cloud computing services can be fantastically easy to use. Your company’s information can be analyzed, stored and evaluated at the click of someone else’s button. Since these services ultimately do the work for you, it’s easy to sit back and let the system take over entirely, but for the informed business man or woman, the key is always knowing what is going on with your data.
Much like the mythical Wizard of Oz, people can take for granted who or what is behind the scenes of the cloud. Fight the urge to turn a blissfully blind eye and take time to keep a copy of important files on hand. Get to know your cloud computing provider. You would not give your CPA access to your financials and then never check in again, so do not do the same with your cloud computing.
2. Understand Control and Confidentiality Agreements
Another risk to having your data stored offsite, is the potential for shared server space. There are cloud computing service providers that may condense data into single servers which are based overseas. This means that your company’s information could be stored alongside your competitions’ data. The more accessible this information, the more vulnerable these systems are to hackers.
Be sure to fully understand your provider’s confidentiality agreement from the start. When you know how your information is protected, you will be better able to protect the future of your business. Additionally, be sure to ask how your provider handles threats of hacking when dealing with multiple companies being hosted on a single server.
3. Optimize Potential Transitions
A successful business runs on a system of flexibility. There may come a time when it will be necessary or more cost effective for your company to transition from one cloud computing service provider to another. Unfortunately, many businesses often assume this process will be easy. While cloud computing providers promote seamless network sharing for their clients, they do not necessary hold the same standard amongst themselves.
Before you settle on a provider, be sure to ask what their policy is on transitions, transfer costs and what other providers they may work most closely with. Verify that, should you leave, you will be able to retrieve your data and be clear about the format you will need it delivered in.
This post is an adapted excerpt from our free educational webinar, 4 Steps to Successful Cloud Computing Implementation. To learn more about cloud computing and how to avoid the common risks, register for the webinar here.
What do you know about cloud computing services? Outside of your IT department or IT staff— what is your level of knowledge regarding the cloud-computing experience? Most professionals would rather focus on providing great services than worry about the intricacies of data, hardware, networks, software and security. However, with cloud computing, the majority of the technological burden is placed outside of your organization and into the hands of your chosen service provider(s). Following are several benefits and risks for law firms to consider prior to making the move to the cloud.
1. Increased user flexibility
With cloud-based computing, software is not installed on in-house computers or servers, so access can be granted to your company’s software, systems and files regardless of your physical location. A web browser and Internet connection is typically all that is needed for users to access data and programs, and effectively “work from anywhere.”
2. Decreased capital expenditures
With typical in-house IT setups, computers, servers, software and hardware are typically purchased in large quantities, and each employee needs separate computers and separate software installations. With cloud computing services, multiple users can share the same resources, resulting in significantly lower costs and improved efficiency. Additionally, the service is provided and paid for on a per-service basis, resulting in lower upfront investment, licensing costs and recurring expenses.
3. Improved backup and security procedures
Cloud providers specialize in providing access to data as well as protecting the data being hosted. This includes state of the art backup systems and policies, contingency plans to abide by in the event of a problem, and trained staff to monitor and maintain these systems at all times. Cloud providers take data integrity seriously and invest considerable financial resources into backup, security and training to prevent disasters.
3b. Steps you can take to mitigate data security risks
Data security is an utmost concern for security-sensitve organizations such as law firms, since exposing confidential documents to unauthorized parties can be detrimental. Several ways to avoid or decrease the damages when a breach ensues are:
Password policies. Without experienced IT staff in place to enforce password policies, many employees use “simple” passwords. A strict password policy ensures passwords are difficult to “crack” and are changed frequently.
Data encryption. All data should be encrypted to protect confidential data in the event of a data breach occurring. Proper data encryption of all sensitive data ensures client privacy while preventing unauthorized access.
Prepare for a data breach before it occurs. Hire an experienced firm to test for damage that can result from hackers, viruses, software exploits and others. A security scan can determine system vulnerabilities and minimize or eliminate security weaknesses altogether.
Finding the right company to provide cloud computing provider takes diligence but is not difficult. Prepare to ask providers several questions, including which applications will remain compatible, the average response time for support problems, the cost per-employee and physical location of the data center. Choosing the correct cloud computing provider will prove beneficial to your firm’s success!
This article is an adapted excerpt from our free educational webinar, 6 Steps to Understanding Cloud Computing. To learn more about cloud computing and how to avoid the common risks, register for the webinar here.
Customer service is usually associated with inadequate information and long waiting times, regardless of whether by a business member or customer. Other problems associated with customer service usually make it a tedious task and present problems for all those involved.
Traditional approaches to customer service
Traditional approaches to customer service typically involves a representative at the call center accessing a wide variety of spreadsheets and databases to retrieve information pertaining to the specific customer and query. This type of service is neither knowledge-efficient nor time-efficient. If representatives need to collect information from various people, they may either hold up the customer with long delays, or provide conflicting information.
Customer relationship management demands that customer service receive the best possible support. As such, many businesses are turning to cloud computing services. For management of applications, technical support, and infrastructure management from afar, businesses are provided with new options to manage customer service. Cloud computing services provide a variety of customer service applications to streamline the process from beginning to end.
What cloud computing means to customer service applications
Businesses can update their call center capabilities by using various aspects of customer service applications through cloud computing. Advanced cloud computing tools can be used instead of storing the data in various databases and spreadsheets, from which it takes a considerably long time to extract information. Key customer data, such as contact information, and purchase and order history can be made available instantly. Having immediate access to a complete customer profile from any Internet connection offers the advantage of providing accurate information instantly, thereby augmenting the chances of customer satisfaction tremendously.
The web is the answer to the future of customer service
Customers are frequently turning to the Internet to search for solutions to their problems. They may Google information on a specific problem to understand what others have done to solve it. In keeping with this new trend, many cloud computing applications provide businesses with facilities to develop customer self-service portals that are specific to their industry.
Customers are provided with facilities that are available 24/7 through self-service portals. If they have a problem with their product or service, they can log their cases on these portals. In addition to being able to log their complaints on the portals, customers are also provided with updates on their products, services, and their history.
Businesses are able to modify and customize the portals to fit their specific needs. For example, in addition to the usual complaint logging, customers may be asked to provide their suggestions and opinions regarding products and services, comment on the ideas of other customers, and/or vote on these ideas. Running a forum on these portals is an excellent idea to allow customers to solve their own problems, and to provide a field from which businesses can farm future ideas. This provides a more engaging experience for the customers and simultaneously reduces the burden on the service team.
Guest authors Peter Sampton is currently working in the sphere of CRM and is resposible for the maintenance of online CRM.
Can cloud computing improve your organization's customer service? Get started by registering for a complimentary educational webinar "5 Steps to Understanding & Implementing Cloud Computing"
Cloud computing. Co-location. Software-as-a-Service (SaaS). Infrastructure-as-a-Service (IaaS). Oh My!
It's tough enough for executives like you to keep track of all the cloud options, let alone know which one will work best for your organization - if it all. In this article we'll break down the different cloud computing flavors and help you understand which cloud computing services that best match your specific business objectives.
There are three primary approaches to cloud computing: Platform-as-a-service, infrastructure-as-a-service and software-as-a-service. Let's consider each in more detail.
Platform-as-a-service
Under PaaS offerings, cloud computing providers deliver the hardware, network and operating system. You, the client, provides the application code to the cloud provider and runs the applications remotely.
Infrastructure-as-a-service
For IaaS, both hardware and network resources are delivered by cloud providers. Clients continue to control their own applications and operating systems. This can also be referred to as co-location.
Software-as-a-service
With SaaS, cloud providers control the hardware, network, operating system and select applications. Clients access the applications via the Internet.
Private, Public and Hybrid Clouds
Pricewaterhouse Coopers defines a private cloud as "the acquisition, provisioning, and management of data center resources in a hyper-efficient which emulates the leading practices of public cloud providers." Private clouds also have to contend with security and controls appropriate in specific enterprise environments.
Public and hybrid clouds are options for organizations that desire to extract the maximum efficiency and agility possible from a network infrastructure. As such, cloud service providers must deliver computing resources on-demand, where and wehn needed, thereby maximizing business agility and minimizing downtime.
Cloud computing implementation can drive several value propositions such as green IT, continuous uptime and availability, instant scale-ups (or scale-downs).
"What if I just don't want to think about IT anymore?"
If you're plain sick and tired of the vicious IT lifecycle, we suggest moving to a cloud computing provider that can offer a combined PaaS and IaaS model. Most of the time, all applications run inside the cloud hosted and managed by the provider. Whereas some cloud providers take responsibility for some portions of IT, look for a cloud provider that takes responsibility for problem determination and resolution. Period.
Before transitioning to a provider, be sure to provision metrics into the service legal agreement to help you gauge performance and security levels.
This post is an adapted excerpt from our free educational webinar, 6 Steps to Understanding Cloud Computing. To learn more about cloud computing and how to avoid the common risks, register for the webinar here.
Cloud computing is an industry of marked growth, with an estimated potential revenue of $220 billion by 2020. A number of large enterprises are investing in cloud computing services, but what are the benefits of the industry? And why is such a profitable future predicted?
The big players, such as Amazon, Microsoft and Google, have all begun to operate cloud based services as they embrace new technology. But what are the key benefits?
1. The Big Players Are Dedicating Resources to the Cloud
Google has been continually advancing its hold over consumer-led mobile, gaming and web services for a number of years and it is now hosting the majority of these services via the cloud. Enterprise and business development is expected to continue with the company allegedly hiring as many as six thousand new recruits this year in order to provide support for such enterprises.
Meanwhile, Microsoft claims to have a total of thirty one thousand companies using its cloud services. Their development in cloud computing, like Google’s, is expected to focus on business and enterprise services as well as on more consumer focused products.
2. Resources Are Tight and Companies Need to Free Up Cash Flow
Ultimately, companies are choosing the cloud because of its pricing scalability and flexibility. Most cloud computing services charge on a per-usage or per-user basis whilst offering an almost limitless potential for expansion, making the service quantifiable.
Cloud computing providers typically only charge on a data storage or per user basis. This eliminates the need for businesses to invest in expensive IT hardware or internal IT departments, saving them money. The almost limitless access to hosting space also means it can grow naturally alongside the business, making it individually tailored to the company’s needs.
3. Operations are No Longer Tied to The Office
Cloud computing allows businesses to access a universally accessible platform. This centralized platform makes it more reliable, reducing the risk of lost documentation that come as a result of disparate systems and the need to email documents to collaborate remotely.
As the cloud offers consistent and constant access to services and stored documentation or files, cloud computing is perfect for modern businesses. These do not always abide by traditional working hours and cloud computing can allow them to conduct important operations from any location, at any time. This improves the performance of the business and ensures the productive yield is high.
This article was written by our colleagues at Workbooks, a leading supplier of CRM software.
Need help getting started with your cloud computing implementation plan? Register for a complimentary educational webinar "5 Steps to Understanding & Implementing Cloud Computing"
Not all cloud computing providers are created equal. The Los Angeles Police Department (LAPD) recently halted plans to migrate to Google’s Cloud Apps for Government, which includes Gmail messaging. The City of LA says Google’s service is incompatible with the FBI’s security requirements.
Google claims that the “requirements present a unique challenge not just for Google but any cloud vendor attempting to migrate a law enforcement system to the cloud.” The City of LA explains that the FBI maintains one of the world’s largest databases of criminal records and fingerprints. While law enforcement agencies from around the country have access to these records, users who access the database are required to comply with strict security requirements including accessing, sharing, transmitting, storing, and destroying data. All data must be encrypted both in transit and while stored. Furthermore, all employees and contractors accessing the data must pass an FBI security background check and consent to fingerprinting.
As a result of the contract debacle, Google and the City of LA entered into an amended agreement. Google will pay Computer Science Corp. (CSC) $350,000 per year to maintain the LAPD’s GroupWise email licenses. Under the new contract, the LAPD will no longer move to Google Apps for collaboration; however, 17,000 other city employees will migrate to Google Apps. No additional information has been disclosed about why the original contract negotiations failed.
Cloud computing security standards
So, is Google’s defense likely to uphold in the dispute? Likely not, because some cloud computing providers are able to comply with the strict security requirements set forth by the FBI. For example, data stored in the IsUtility cloud computing service is encrypted in transit and while it’s stored. Email is hosted on Exchange Servers not accessible by the public, therefore making it easier to maintain strict security and compliance standards.
Distinguishing Google’s Cloud Platform from Other Providers
Some industry experts such as Jeff Gould, CEO of IT consulting firm Peerstone Research, speculate that the problems may have resulted with an FBI requirement that all IT contractors pass a criminal background check and sign a document known as the FBI Security Addendum. Not all Google employees would be able to comply with these measures since some of Google’s support staff for Google Apps are based in Europe. While the FBI does not mandate all support personnel be based in the U.S., having employees around the world would make it more difficult for Google to comply with the FBI screening and fingerprinting standards.
So was it Google Apps functionality that failed the test? Or was it employee compliance that didn’t make it? While we may not ever know the answer to this question, it is incumbent upon companies who are considering migrating to a cloud service to vet these issues before signing a contract.
Need help getting started with your cloud computing implementation plan? Register for a complimentary educational webinar "5 Steps to Understanding & Implementing Cloud Computing"
In a previous article we discussed the five questions every executive should ask before moving to a cloud computing provider. One popular use of cloud computing is to create a development – or testing environment – for various on-premise IT projects.
This made us wonder: How many cloud computing providers test their solution before offering it to the public – and how often do they test and develop their processes?
How testing and development improves cloud computing implementation
I read with interest John Michelsen’s blog post regarding the biggest development for the cloud in 2011. John claims that “the biggest development for the cloud this year was, well. . . development IN the cloud”.
John explains how development and test environments are the best first use case of cloud computing. I contend that development/test environments are essential not only for traditional enterprise networks, but also for cloud networks. Rather than a “first use case,” development/test environments are essential components that translate into a stable production environment. It is best to consider development/test environments to be ongoing, rather than a one-time event.
Testing software applications, operating system changes, and hardware upgrades are essential to maintaining a stable and robust network infrastructure. To mitigate risks, changes must be tested in a development environment before placing them into production. Consistency is necessary when working between dev/test and production environments.
The process is known as change control in the IT industry. For example, our team of Houston IT consultants ensure that changes are properly tested before placing them into full production. The result? More satisfied customers and a very stable cloud network.
I was intrigued by John Michelsen’s article, and I’m glad to see other people who recognize the benefit of dev/test environments. Choosing a cloud computing provider who has a well-defined change control process is an important part in deciding among the many cloud service providers available. So, if you’re considering migrating to the cloud, be sure to ask potential service providers about their change control processes.
Need help getting started with your cloud computing implementation plan? Register for a complimentary educational webinar "5 Steps to Understanding & Implementing Cloud Computing"