Advertisement
| gartner it service management magic quadrant: The Connector Manager Jaime Roca, Sari Wilde, 2019-09-19 The best managers work smarter, not harder After conducting a unique global study of over 9,000 people, analysts at the world-leading sales research firm Gartner identified four distinct types of manager. Incredibly, they found one type consistently performs far better than the rest, and it wasn’t the one they were expecting. Connector Managers understand that it’s not enough for managers to just encourage and teach employees themselves, and that providing constant coaching to employees can actually be detrimental to their independent development. Instead, by connecting employees to others in the team or organisation, Connector Managers can help their employees develop a range of skills beyond their own areas of expertise. Although the four types of managers are more or less evenly distributed, employees with Connector Managers perform significantly better than others. Employees with Always-on Managers who provide constant feedback and coaching perform significantly worse. Drawing on their ground-breaking data-driven research, as well as in-depth case studies and extensive interviews with thousands of managers, you’ll discover what behaviours define Connector Managers and how you can use them yourself to build brilliant, powerhouse teams. |
| gartner it service management magic quadrant: The Effortless Experience Matthew Dixon, Nick Toman, Rick DeLisi, 2013-09-12 Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked. |
| gartner it service management magic quadrant: High-Performance IT Services Terry Critchley, 2016-10-04 This book on performance fundamentals covers UNIX, OpenVMS, Linux, Windows, and MVS. Most of the theory and systems design principles can be applied to other operating systems, as can some of the benchmarks. The book equips professionals with the ability to assess performance characteristics in unfamiliar environments. It is suitable for practitioners, especially those whose responsibilities include performance management, tuning, and capacity planning. IT managers with a technical outlook also benefit from the book as well as consultants and students in the world of systems for the first time in a professional capacity. |
| gartner it service management magic quadrant: Ten Steps to ITSM Success Angelo Esposito, 2013-02-07 Guides the reader through an ITSM transformation journey based on the authors’ real-world experiences, in a ten-step approach. |
| gartner it service management magic quadrant: Engineering and Management of Data Centers Jorge Marx Gómez, Manuel Mora, Mahesh S. Raisinghani, Wolfgang Nebel, Rory V. O'Connor, 2017-11-10 This edited volume covers essential and recent development in the engineering and management of data centers. Data centers are complex systems requiring ongoing support, and their high value for keeping business continuity operations is crucial. The book presents core topics on the planning, design, implementation, operation and control, and sustainability of a data center from a didactical and practitioner viewpoint. Chapters include: · Foundations of data centers: Key Concepts and Taxonomies · ITSDM: A Methodology for IT Services Design · Managing Risks on Data Centers through Dashboards · Risk Analysis in Data Center Disaster Recovery Plans · Best practices in Data Center Management Case: KIO Networks · QoS in NaaS (Network as a Service) using Software Defined Networking · Optimization of Data Center Fault-Tolerance Design · Energetic Data Centre Design Considering Energy Efficiency Improvements During Operation · Demand-side Flexibility and Supply-side Management: The Use Case of Data Centers and Energy Utilities · DevOps: Foundations and its Utilization in Data Centers · Sustainable and Resilient Network Infrastructure Design for Cloud Data Centres · Application Software in Cloud-Ready Data Centers This book bridges the gap between academia and the industry, offering essential reading for practitioners in data centers, researchers in the area, and faculty teaching related courses on data centers. The book can be used as a complementary text for traditional courses on Computer Networks, as well as innovative courses on IT Architecture, IT Service Management, IT Operations, and Data Centers. |
| gartner it service management magic quadrant: Digital to the Core Mark Raskino, Graham Waller, 2016-09-12 There is no simple strategic method for dealing with the multidimensional nature of digital change. Even the sharpest leaders can become disoriented as change builds on change, leaving almost nothing certain. Yet to stand still is to fail. Enterprises and leaders must re-master themselves to succeed. Leaders must identify the key macro forces, then lead their organizations at three distinct levels: industry, enterprise, and self. By doing this they cannot only survive but clean up. Digital to the Core makes the case that all business leaders must understand the impact the digital revolution will continue to play in their industries, companies, and leadership style and practices. Drawing on interviews with over 30 top C-level executives in some of the world's most powerful companies and government organizations, including GE, Ford, Tory Burch, Babolat, McDonalds, Publicis and UK Government Digital Service, this book delivers practical insights from those on the front lines of major digital upheaval. The authors incorporate Gartner's annual CIO and CEO global survey research and also apply the deep knowledge and qualitative insights they have acquired as practitioners, management researchers, and advisors over decades in the business. Above all else, Raskino and Waller want companies and their top leaders to understand the full impact of digital change and integrate it at the core of their businesses. |
| gartner it service management magic quadrant: The Universal Service Desk (USD) Brian Johnson, Léon-Paul de Rouw, 2020-05-28 The Universal Service Desk (USD) – Implementing, controlling and improving service delivery defines what a USD is, why it is valuable to an organisation and how to build and implement one. It also discusses the evolution of the USD as part of integrated workplace management. |
| gartner it service management magic quadrant: Infonomics Douglas B. Laney, 2017-09-05 Many senior executives talk about information as one of their most important assets, but few behave as if it is. They report to the board on the health of their workforce, their financials, their customers, and their partnerships, but rarely the health of their information assets. Corporations typically exhibit greater discipline in tracking and accounting for their office furniture than their data. Infonomics is the theory, study, and discipline of asserting economic significance to information. It strives to apply both economic and asset management principles and practices to the valuation, handling, and deployment of information assets. This book specifically shows: CEOs and business leaders how to more fully wield information as a corporate asset CIOs how to improve the flow and accessibility of information CFOs how to help their organizations measure the actual and latent value in their information assets. More directly, this book is for the burgeoning force of chief data officers (CDOs) and other information and analytics leaders in their valiant struggle to help their organizations become more infosavvy. Author Douglas Laney has spent years researching and developing Infonomics and advising organizations on the infinite opportunities to monetize, manage, and measure information. This book delivers a set of new ideas, frameworks, evidence, and even approaches adapted from other disciplines on how to administer, wield, and understand the value of information. Infonomics can help organizations not only to better develop, sell, and market their offerings, but to transform their organizations altogether. Doug Laney masterfully weaves together a collection of great examples with a solid framework to guide readers on how to gain competitive advantage through what he labels the unruly asset – data. The framework is comprehensive, the advice practical and the success stories global and across industries and applications. Liz Rowe, Chief Data Officer, State of New Jersey A must read for anybody who wants to survive in a data centric world. Shaun Adams, Head of Data Science, Betterbathrooms.com Phenomenal! An absolute must read for data practitioners, business leaders and technology strategists. Doug's lucid style has a set a new standard in providing intelligible material in the field of information economics. His passion and knowledge on the subject exudes thru his literature and inspires individuals like me. Ruchi Rajasekhar, Principal Data Architect, MISO Energy I highly recommend Infonomics to all aspiring analytics leaders. Doug Laney’s work gives readers a deeper understanding of how and why information should be monetized and managed as an enterprise asset. Laney’s assertion that accounting should recognize information as a capital asset is quite convincing and one I agree with. Infonomics enjoyably echoes that sentiment! Matt Green, independent business analytics consultant, Atlanta area If you care about the digital economy, and you should, read this book. Tanya Shuckhart, Analyst Relations Lead, IRI Worldwide |
| gartner it service management magic quadrant: Information Technology Governance and Service Management: Frameworks and Adaptations Cater-Steel, Aileen, 2008-08-31 Increasingly, information technology governance is being considered an integral part of corporate governance. There has been a rapid increase in awareness and adoption of IT governance as well as the desire to conform to national governance requirements to ensure that IT is aligned with the objectives of the organization. Information Technology Governance and Service Management: Frameworks and Adaptations provides an in-depth view into the critical contribution of IT service management to IT governance, and the strategic and tactical value provided by effective service management. A must-have resource for academics, students, and practitioners in fields affected by IT in organizations, this work gathers authoritative perspectives on the state of research on organizational challenges and benefits in current IT governance frameworks, adoption, and incorporation. |
| gartner it service management magic quadrant: Real Business of IT Richard Hunter, George Westerman, 2009-10-20 If you're a general manager or CFO, do you feel you're spending too much on IT or wishing you could get better returns from your IT investments? If so, it's time to examine what's behind this IT-as-cost mind-set. In The Real Business of IT, Richard Hunter and George Westerman reveal that the cost mind-set stems from IT leaders' inability to communicate about the business value they create-so CIOs get stuck discussing budgets rather than their contributions to the organization. The authors explain how IT leaders can combat this mind-set by first using information technology to generate three forms of value important to leaders throughout the organization: -Value for money when your IT department operates efficiently and effectively -An investment in business performance evidenced when IT helps divisions, units, and departments boost profitability -Personal value of CIOs as leaders whose contributions to their enterprise go well beyond their area of specialization The authors show how to communicate about these forms of value with non-IT leaders-so they understand how your firm is benefiting and see IT as the strategic powerhouse it truly is. |
| gartner it service management magic quadrant: T Bytes Digital Customer Experience ITShades.com, 2020-10-30 This document brings together a set of latest data points and publicly available information relevant for Digital Customer Experience Technology. We are very excited to share this content and believe that readers will benefit from this periodic publication immensely. |
| gartner it service management magic quadrant: Customer Relationship Management Daniel D. Prior, Francis Buttle, Stan Maklan, 2024-01-23 This highly regarded textbook provides the definitive account of Customer Relationship Management (CRM) concepts, applications, and technologies, focusing on how companies can create and maintain mutually beneficial relationships with customers. Readers will gain a thorough understanding of the conceptual foundations of CRM, see CRM in practice through illustrative case examples and exercises, and understand how to organise customer data gathering, analysis, and presentation for decision making. The book achieves these outcomes by first considering strategic CRM before moving into operational CRM and, finally, onto analytical aspects of CRM. The fifth edition has been fully updated to include: A series of new case examples to illustrate CRM within various regional and industrial contexts, including those relevant to large, medium, and small enterprises A series of new exercises and discussion questions to help readers understand CRM concepts and to support pedagogical processes, particularly in higher education environments A greater emphasis on managerial applications of CRM through new content to help guide managers An updated account of new and emerging technologies relevant to CRM Expanded coverage of customer experience (CX), customer engagement (CE), and customer journey management (CJM) Customer Relationship Management is essential reading for advanced undergraduate and postgraduate students studying CRM, Sales Management, Customer Experience Management, and Relationship Marketing, as well as executives who oversee CRM functions. Online resources include an Instructor’s Manual, chapter-by-chapter PowerPoint slides, and a bank of exam questions. |
| gartner it service management magic quadrant: T Bytes Agile & AI Operations IT Shades, This document brings together a set of latest data points and publicly available information relevant for Agile & AI Operations Industry. We are very excited to share this content and believe that readers will benefit from this periodic publication immensely. |
| gartner it service management magic quadrant: Customer Relationship Management Francis Buttle, Stan Maklan, 2019-04-24 Customer Relationship Management, Fourth Edition continues to be the go-to CRM guide explaining with unrivalled clarity what CRM is, its uses, benefits and implementation. Buttle and Maklan take a managerial perspective to track the role of CRM throughout the customer journey stages of acquisition, retention and development. Theoretically sound and managerially relevant, the book is liberally illustrated with examples of technology applications that support marketing, sales and service teams as they interact with customers, but assumes no deep technical knowledge on the reader’s part. The book is structured around three core types of CRM – strategic, operational and analytical – and throughout each chapter, case illustrations of CRM in practice and images of CRM software demystify the technicalities. Ideal as a core textbook for advanced undergraduate and postgraduate students on CRM or related courses such as relationship marketing, digital marketing, customer experience management or key account management, the book is equally valuable to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management. NEW TO THIS EDITION: New and updated international case illustrations throughout New and updated screenshots from CRM applications Fully updated to reflect the evolving CRM landscape, including extended coverage of: Big data and its influence on CRM Artificial intelligence (AI) Advances in CRM analytics The relationships between CRM and customer experience management The role of social media in customer management strategy Real-time marketing Chatbots and innovative customer self-service Privacy and data security Updated lecturer support materials online |
| gartner it service management magic quadrant: T-Bytes Platforms & Applications IT-Shades, 2020-07-28 This document brings together a set of latest data points and publicly available information relevant for Platforms & Applications Industry. We are very excited to share this content and believe that readers will benefit from this periodic publication immensely |
| gartner it service management magic quadrant: Digital Maintenance Management Adolfo Crespo Márquez, 2022-03-13 This book provides a thorough overview of the integration of cyber-physical systems and maintenance management models. It begins by explaining the fundamental concepts behind maintenance digital transformation. It discusses key decision areas in digital maintenance management, particularly focusing on strategic dimensions of maintenance, digital twin definition and strategy, and industry 4.0 digital tools frameworks to support emerging maintenance processes. Furthermore, the monograph dedicates time to the integration of digital maintenance with the entire digital factory. By presenting the possibilities for asset utilization improvement and for asset value enhancements, Digital Maintenance Management provides engineers and practitioners responsible for the management of complex industrial assets a complete guide to piloting the maintenance digital transformation. |
| gartner it service management magic quadrant: Service Chain Management Christos Voudouris, Gilbert Owusu, Raphael Dorne, David Lesaint, 2007-12-18 Service chain management enables service organisations to improve customer satisfaction and reduce operational costs. In this book, Christos Voudouris and his BT colleagues together with experts from industry and academia present the latest innovations and technologies used to manage the operations of a service company. The viewpoints presented are based on the BT experience and on associated research and development. Service chain management is looked at both from the enterprise perspective and from the standpoints of the service professional and customer. The focus is on real-world challenges. |
| gartner it service management magic quadrant: Internet of Things. Information Processing in an Increasingly Connected World Leon Strous, Vinton G. Cerf, 2019-03-19 This open access book constitutes the refereed post-conference proceedings of the First IFIP International Cross-Domain Conference on Internet of Things, IFIPIoT 2018, held at the 24th IFIP World Computer Congress, WCC 2018, in Poznan, Poland, in September 2018. The 12 full papers presented were carefully reviewed and selected from 24 submissions. Also included in this volume are 4 WCC 2018 plenary contributions, an invited talk and a position paper from the IFIP domain committee on IoT. The papers cover a wide range of topics from a technology to a business perspective and include among others hardware, software and management aspects, process innovation, privacy, power consumption, architecture, applications. |
| gartner it service management magic quadrant: Continuous Computing Technologies for Enhancing Business Continuity Bajgoric, Nijaz, 2008-12-31 The main objective of this book is to assist managers in becoming aware and more knowledgeable on the economics of downtime and continuous computing technologies that help in achieving business continuity and managing efficiently information resources--Provided by publisher. |
| gartner it service management magic quadrant: Enhancing Business Continuity and IT Capability Nijaz Bajgorić, Lejla Turulja, Semir Ibrahimović, Amra Alagić, 2020-12-01 Enterprise servers play a mission-critical role in modern computing environments, especially from a business continuity perspective. Several models of IT capability have been introduced over the last two decades. Enhancing Business Continuity and IT Capability: System Administration and Server Operating Platforms proposes a new model of IT capability. It presents a framework that establishes the relationship between downtime on one side and business continuity and IT capability on the other side, as well as how system administration and modern server operating platforms can help in improving business continuity and IT capability. This book begins by defining business continuity and IT capability and their importance in modern business, as well as by giving an overview of business continuity, disaster recovery planning, contingency planning, and business continuity maturity models. It then explores modern server environments and the role of system administration in ensuring higher levels of system availability, system scalability, and business continuity. Techniques for enhancing availability and business continuity also include Business impact analysis Assessing the downtime impact Designing an optimal business continuity solution IT auditing as a process of gathering data and evidence to evaluate whether the company’s information systems infrastructure is efficient and effective and whether it meets business goals The book concludes with frameworks and guidelines on how to measure and assess IT capability and how IT capability affects a firm’s performances. Cases and white papers describe real-world scenarios illustrating the concepts and techniques presented in the book. |
| gartner it service management magic quadrant: Forbes , 2003 |
| gartner it service management magic quadrant: T-Byte Digital Customer Experience V Gupta, 2020-01-01 This document brings together a set of latest data points and publicly available information relevant for Digital Customer Expierence. We are very excited to share this content and believe that readers will benefit immensely from this periodic publication immensely. |
| gartner it service management magic quadrant: T-Bytes Digital Customer Experience V Gupta, 2020-01-02 This document brings together a set of latest data points and publicly available information relevant for Digital Customer Expierence. We are very excited to share this content and believe that readers will benefit immensely from this periodic publication immensely. |
| gartner it service management magic quadrant: Straight from the Client Carsten Fabig, Alexander Haasper, 2017-12-11 The challenges of our customers are more and more diverse. A couple of strong trends like digitalization and cyber security issues are facing the daily life of all of us. This is true for our business and private life. That People make a difference is a strong Vineyard belief. Therefore, in this book the Vineyard consultants are interviewed in order to present their individual consulting experiences. As a starting point the current customer challenges and consulting trends are summarized. A contribution towards the GDPR deadline and approaches how to deal with these changes is following. The next article is suggesting how to handle the need in the pharmaceutical industry to communicate with business partners beyond the firewall. Based on Vineyards long experience in the IT Cyber Security world the following article is emphasizing why security is priority zero and how IT Security standards and frameworks can be used in a beneficial and lean way. The following two articles have a strong technical focus. While the first one is introducing the new technology Summarizer which is capable to compress existing files from a content perspective the following is about what an agile methodology can deliver in the field IT Service Management. The benefits of a focused eDiscovery approach for litigation processes are discussed in another contribution. How transitional changes for companies as a result of Brexit for example can be managed is following. Risk management in the cyber field for the banking industry and leading in projects are two interviews that reflect typical customer challenges. How to set-up an electronic archive as part of a digitalization initiative is outlined in an expert interview for the insurance industry. The benefits of a focused eDiscovery approach for litigation processes are discussed in another impulse. An interview about knowledge management is closing this book. As a key component for the customer in a knowledge society it is discussed how this can be approached for a consultancy. If you focus your deep dives you can also see the little things in a broader context. We wish our readers inspiring insights and new impulses to find the individual balance between the right deep dives and the ability for the helicopter view. Many thanks again to all Vineyard colleagues contributing to this new Vineyard book. |
| gartner it service management magic quadrant: Customer Relationship Management (CRM) for Medium and Small Enterprises Antonio Specchia, 2022-04-07 Customer Relationship Management (CRM) systems are a growing topic among small- and medium-sized enterprises, entrepreneurs, and solopreneurs, and it is completely clear that CRM is a tool that businesses should have in place to manage sales processes. Teams of salespeople must have a system to run their daily activities, and small businesses and solopreneurs must track their marketing effort, a functioning structure for maintaining their contacts with prospects and clients to improve the effectiveness of their sales effort. CRM, once only available to large corporations, is now powerful technology for small and medium businesses. Small and medium businesses are now able to implement CRM solutions under a more cost-effective balance as an alternative to traditional tools like Salesforce, Dynamics, or Oracle. The reason for the success is mainly the simplicity of the new tools and solutions that have been developed for the management of sales processes. This book discusses how to implement a CRM from the perspective of the businessperson—not the more typical IT consultant or the technical staff. It benefits business development, sales management, and sales process control. Small business owners must understand why and how implementing a CRM will create value for their business—how it will focus on business development, sales management, and how sales leads develop into happy customers. Small business owners must first understand what a CRM system is, how it works, what its main functions are, and how it serves to manage workflows in the company’s sales department. Generally, entrepreneurs struggle to find the time to read and study complex and fully comprehensive books. This book provides direct operational guidelines to those who need easy-to-read information about how to use CRM effectively. Business professionals must be able to set up CRM systems and avoid mistakes and wasting time. This book provides an overview of what can be done with CRM and how it happens to empower businesspeople to find new customers and win business opportunities. This book discusses the logic of CRM in sales, giving tips and explanations on why and what happens when CRM is implemented in a specific way. Essentially, this book gives the entrepreneur the know-how behind CRM in sales in general terms, supporting enhanced customer relationships. |
| gartner it service management magic quadrant: AI in Healthcare Robert Shimonski, 2021-01-27 The best source for cutting-edge insights into AI in healthcare operations AI in Healthcare: How Artificial Intelligence Is Changing IT Operations and Infrastructure Services collects, organizes and provides the latest, most up-to-date research on the emerging technology of artificial intelligence as it is applied to healthcare operations. Written by a world-leading technology executive specializing in healthcare IT, this book provides concrete examples and practical advice on how to deploy artificial intelligence solutions in your healthcare environment. AI in Healthcare reveals to readers how they can take advantage of connecting real-time event correlation and response automation to minimize IT disruptions in critical healthcare IT functions. This book provides in-depth coverage of all the most important and central topics in the healthcare applications of artificial intelligence, including: Healthcare IT AI Clinical Operations AI Operational Infrastructure Project Planning Metrics, Reporting, and Service Performance AIOps in Automation AIOps Cloud Operations Future of AI Written in an accessible and straightforward style, this book will be invaluable to IT managers, administrators, and engineers in healthcare settings, as well as anyone with an interest or stake in healthcare technology. |
| gartner it service management magic quadrant: Cloud Identity Patterns and Strategies Giuseppe Di Federico, Fabrizio Barcaroli, 2022-12-23 Get to grips with identity patterns and design a structured enterprise identity model for cloud applications Key FeaturesLearn all you need to know about different identity patterns and implementing them in real-world scenariosHandle multi-IDP-related common situations no matter how big your organizationGain practical insights into OAuth implementation patterns and flowsBook Description Identity is paramount for every architecture design, making it crucial for enterprise and solutions architects to understand the benefits and pitfalls of implementing identity patterns. However, information on cloud identity patterns is generally scattered across different sources and rarely approached from an architect's perspective, and this is what Cloud Identity Patterns and Strategies aims to solve, empowering solutions architects to take an active part in implementing identity solutions. Throughout this book, you'll cover various theoretical topics along with practical examples that follow the implementation of a standard de facto identity provider (IdP) in an enterprise, such as Azure Active Directory. As you progress through the chapters, you'll explore the different factors that contribute to an enterprise's current status quo around identities and harness modern authentication approaches to meet specific requirements of an enterprise. You'll also be able to make sense of how modern application designs are impacted by the company's choices and move on to recognize how a healthy organization tackles identity and critical tasks that the development teams pivot on. By the end of this book, you'll be able to breeze through creating portable, robust, and reliable applications that can interact with each other. What you will learnUnderstand the evolution of identity in the enterpriseDiscover basic to advanced OAuth patterns and implementationsFind out how OAuth standards are usually adopted in the enterpriseExplore proven solutions for modern identity challengesUse Azure AD for implementing identity solutionsComprehend how company structure and strategies influence design decisionsWho this book is for This book is for cloud security engineers and identity experts. Enterprise architects, tech leads, developers, and anyone who wants to learn how to use identity patterns and strategies to build identity models for the modern cloud era will find this book useful. This book covers many DevOps and Agile principles; although not a pre-requisite, familiarity with these topics would be helpful. |
| gartner it service management magic quadrant: Transforming Field and Service Operations Gilbert Owusu, Paul O’Brien, John McCall, Neil F. Doherty, 2014-01-21 The drive to realise operational efficiencies, improve customer service, develop new markets and accelerate the introduction of new products has substantially increased the complexity of field service operations. To maximise the efficiency and effectiveness of these operations, organisations have embarked on a wide range of transformation programmes that have sought to introduce automation through the use of workforce management technologies. Despite the potential business value that can be provided by such transformation programmes, too often, the automation technologies have not been fully utilised and their expected benefits have as such not been realised. Scholars of organisation change argue that the success of any transformation programme is a function of how well the technical, political, structural and social aspects of a specific project have been managed. The objective of this edited book is to provide insights into how organisations might successfully transform their field service operations with the help of workforce management technologies. Accordingly, the book is organised into four sections: Section A “The Case for Transforming Service and Field Operations” explains the rationale as to why organisations should actively consider transforming their service and field operations, while Section B presents various “Methods, Models and Enabling Technologies for Transforming Service and Field Operations”. In Section C, a number of “Case Studies” illustrate how new technologies can be applied to field and service operations to deliver concrete business benefits. Lastly, Section D considers “Challenges, Outcomes and Future Directions”. Overall, this book provides valuable insights into how to successfully transform field service operations with automated technologies. It draws on years of experience from different industries and from different perspectives on realising change. It is aimed at managers, technologists, change agents and scholars who are interested in field service operations in general and the use of advanced computing technologies in this area in particular. |
| gartner it service management magic quadrant: Organizational Applications of Business Intelligence Management: Emerging Trends Herschel, Richard T., 2012-03-31 This book offers a deep look into the latest research, tools, implementations, frameworks, architectures, and case studies within the field of Business Intelligence Management--Provided by publisher. |
| gartner it service management magic quadrant: Aligning Business Strategies and Analytics Murugan Anandarajan, Teresa D. Harrison, 2018-09-27 This book examines issues related to the alignment of business strategies and analytics. Vast amounts of data are being generated, collected, stored, processed, analyzed, distributed and used at an ever-increasing rate by organizations. Simultaneously, managers must rapidly and thoroughly understand the factors driving their business. Business Analytics is an interactive process of analyzing and exploring enterprise data to find valuable insights that can be exploited for competitive advantage. However, to gain this advantage, organizations need to create a sophisticated analytical climate within which strategic decisions are made. As a result, there is a growing awareness that alignment among business strategies, business structures, and analytics are critical to effectively develop and deploy techniques to enhance an organization’s decision-making capability. In the past, the relevance and usefulness of academic research in the area of alignment is often questioned by practitioners, but this book seeks to bridge this gap. Aligning Business Strategies and Analytics: Bridging Between Theory and Practice is comprised of twelve chapters, divided into three sections. The book begins by introducing business analytics and the current gap between academic training and the needs within the business community. Chapters 2 - 5 examines how the use of cognitive computing improves financial advice, how technology is accelerating the growth of the financial advising industry, explores the application of advanced analytics to various facets of the industry and provides the context for analytics in practice. Chapters 6 - 9 offers real-world examples of how project management professionals tackle big-data challenges, explores the application of agile methodologies, discusses the operational benefits that can be gained by implementing real-time, and a case study on human capital analytics. Chapters 10 - 11 reviews the opportunities and potential shortfall and highlights how new media marketing and analytics fostered new insights. Finally the book concludes with a look at how data and analytics are playing a revolutionary role in strategy development in the chemical industry. |
| gartner it service management magic quadrant: T Bytes Platforms & Applications ITShades.com, 2021-02-02 This document brings together a set of latest data points and publicly available information relevant for Platforms & Applications Industry. We are very excited to share this content and believe that readers will benefit from this periodic publication immensely. |
| gartner it service management magic quadrant: T-Bytes IoT & AR Industry V Gupta, 2019-12-28 This document brings together a set of latest data points and publicly available information relevant for Digital Customer Expierence. We are very excited to share this content and believe that readers will benefit immensely from this periodic publication immensely. |
| gartner it service management magic quadrant: Business Web Strategy: Design, Alignment, and Application Al-Hakim, Latif, 2008-11-30 This book addresses the gap in business Web strategy through a collection of concentrated managerial issues, gathering the latest theoretical frameworks, case studies, and research pertaining to maximizing the power of the Web--Provided by publisher. |
| gartner it service management magic quadrant: Servitization in Industry Gunter Lay, 2014-06-13 This book summarizes the “interim result” of the servitization activities in manufacturing industries. While the early literature on servitization tended to stress only its advantages, more recently, scholars have also started to refer to the challenges associated with servitization. This book attempts to give a balanced picture of servitization. The book is structured in four parts: Part I introduces the topic by presenting the most recent academic discussion about servitization and uses an empirical analysis to show the degree of servitization across Europe. The results of this analysis are then compared to the discussion in the literature. This comparison highlights the existing discrepancies between the rather euphoric literature and the more skeptical practical experience. The second and third parts attempt to explain these discrepancies by taking as a starting point the assumption that servitization recommendations have to consider the heterogeneity of the manufacturing sector and the capabilities of the provider. Part II presents articles which analyze the specific characteristics of different sectors with their barriers and potentials and presents frameworks for a successful servitization of the core sectors in European manufacturing industries which include, e.g. aeronautics, automotive, ICT, chemical industries, pulp and paper industries and different engineering sectors. Part III focuses on companies’ capabilities which are necessary for successful servitization. These include strategic management, marketing, organization, innovation, engineering, human resources, controlling, quality and networks. All the contributions in parts II and III add up to a detailed picture of servitization for sectors and functions and indicate the practical implications for enterprises in manufacturing industries. The fourth part concludes the book with a chapter summarizing the findings and giving an outlook of servitization in manufacturing industries, its challenges and future developments. |
| gartner it service management magic quadrant: Big Data in Complex Systems Aboul Ella Hassanien, Ahmad Taher Azar, Vaclav Snasael, Janusz Kacprzyk, Jemal H. Abawajy, 2015-01-02 This volume provides challenges and Opportunities with updated, in-depth material on the application of Big data to complex systems in order to find solutions for the challenges and problems facing big data sets applications. Much data today is not natively in structured format; for example, tweets and blogs are weakly structured pieces of text, while images and video are structured for storage and display, but not for semantic content and search. Therefore transforming such content into a structured format for later analysis is a major challenge. Data analysis, organization, retrieval, and modeling are other foundational challenges treated in this book. The material of this book will be useful for researchers and practitioners in the field of big data as well as advanced undergraduate and graduate students. Each of the 17 chapters in the book opens with a chapter abstract and key terms list. The chapters are organized along the lines of problem description, related works, and analysis of the results and comparisons are provided whenever feasible. |
| gartner it service management magic quadrant: Security in the Private Cloud John R. Vacca, 2016-10-14 This comprehensive handbook serves as a professional reference and practitioner’s guide to today’s most complete and concise view of private cloud security. It explores practical solutions to a wide range of private cloud computing security issues. The knowledge imparted will enable readers to determine whether the private cloud security solution is appropriate for their organization from a business and technical perspective, to select the appropriate cloud security model, and to plan and implement a cloud security adoption and migration strategy. |
| gartner it service management magic quadrant: Handbook of Research on Big Data Storage and Visualization Techniques Segall, Richard S., Cook, Jeffrey S., 2018-01-05 The digital age has presented an exponential growth in the amount of data available to individuals looking to draw conclusions based on given or collected information across industries. Challenges associated with the analysis, security, sharing, storage, and visualization of large and complex data sets continue to plague data scientists and analysts alike as traditional data processing applications struggle to adequately manage big data. The Handbook of Research on Big Data Storage and Visualization Techniques is a critical scholarly resource that explores big data analytics and technologies and their role in developing a broad understanding of issues pertaining to the use of big data in multidisciplinary fields. Featuring coverage on a broad range of topics, such as architecture patterns, programing systems, and computational energy, this publication is geared towards professionals, researchers, and students seeking current research and application topics on the subject. |
| gartner it service management magic quadrant: Software Engineering Frameworks for the Cloud Computing Paradigm Zaigham Mahmood, Saqib Saeed, 2013-04-19 This book presents the latest research on Software Engineering Frameworks for the Cloud Computing Paradigm, drawn from an international selection of researchers and practitioners. The book offers both a discussion of relevant software engineering approaches and practical guidance on enterprise-wide software deployment in the cloud environment, together with real-world case studies. Features: presents the state of the art in software engineering approaches for developing cloud-suitable applications; discusses the impact of the cloud computing paradigm on software engineering; offers guidance and best practices for students and practitioners; examines the stages of the software development lifecycle, with a focus on the requirements engineering and testing of cloud-based applications; reviews the efficiency and performance of cloud-based applications; explores feature-driven and cloud-aided software design; provides relevant theoretical frameworks, practical approaches and future research directions. |
| gartner it service management magic quadrant: Enterprise Interoperability III Kai Mertins, Rainer Ruggaber, Keith Popplewell, Xiaofei Xu, 2008-04-01 Interoperability: the ability of a system or a product to work with other systems or products without special effort from the user is a key issue in manufacturing and industrial enterprise generally. It is fundamental to the production of goods and services quickly and at low cost at the same time as maintaining levels of quality and customisation. Composed of over 50 papers, Enterprise Interoperability III ranges from academic research through case studies to industrial and administrative experience of interoperability. The international nature of the authorship continues to broaden. Many of the papers have examples and illustrations calculated to deepen understanding and generate new ideas. A concise reference to the state of the art in software interoperability, Enterprise Interoperability III will be of great value to engineers and computer scientists working in manufacturing and other process industries and to software engineers and electronic and manufacturing engineers working in the academic environment. |
| gartner it service management magic quadrant: Strategic Information Technology and Portfolio Management Tan, Albert Wee Kwan, Theodorou, Petros, 2009-03-31 The objectives of the proposed book are to provide techniques and tools appropriate for building application portfolios and develop strategies that increase financial performance--Provided by publisher. |
Gartner是一个什么样的机构？ - 知乎
Gartner（高德纳）成立于1979年，是全球最具权威的IT研究公司，其名头在顾问研究领域，可以说是无人不知无人不晓，在鼓公司拥有 1,200多位世界级分析专家。在全球的IT产业中，Gartner …
Gartner魔力象限为什么会受到重视？ - 知乎
Gartner由Gartner研究与咨询服务、Gartner顾问、Gartner评测、Gartner社区四部分组成，在此我们不做过多阐述。 二维模型阐释公司实力四个象限评判企业差异 最为大家熟知的“Gartner魔力 …
如何获取Gartner报告，付费账号怎么申请，年费多少？ - 知乎
其实也能找到一些渠道可以低价获取报告，之前试过以几百块的价格买过Gartner报告（比如技术成熟度曲线等），亲测过，如果需要可以私信我，我有空的情况下尽量传授经验。
普及一下什么是大数据技术？ - 知乎
知乎，中文互联网高质量的问答社区和创作者聚集的原创内容平台，于 2011 年 1 月正式上线，以「让人们更好的分享知识、经验和见解，找到自己的解答」为品牌使命。知乎凭借认真、专业 …
IDC研究方向，报告与Gartner 的主要区别是什么？ - 知乎
Gartner数据这块比较弱，分析师团队基本都Base在北美，没有数据相关的常规报告，中国分析师团队规模较小，常规报告都是全球的，基本不划分区域，不接地气。但是技术趋势分析和厂商 …
为人熟知的世界权威市场数据调查机构都有哪些？ - 知乎
为人熟知的世界权威市场数据调查机构都有哪些？ - 知乎
如何评价Gartner 刚发布的2020年 《NDR（网络威胁检测及响应） …
问题一、Gartner为什么把原来的《NTA全球市场指南》调整成了《NDR全球市场指南》？ NDR可以看作是NTA的进化版，都属于流量威胁检测设备。 Gartner把原来的NTA调整成NDR的原 …
EDR（终端检测与响应）和传统杀毒软件有什么区别？ - 知乎
EDR，是端点检测与响应(Endpoint Detection & Response，EDR)的缩写，Gartner 于 2013 年定义了这一术语，被认为是一种面向未来的终端解决方案，以端点为基础，结合终端安全大数据 …
如何获得Gartner、iSuppli、IDC之类的原报告？ - 知乎
我有过两种免费获得Gartner报告的经历： 1. 用大学邮箱注册，@unimelb.edu.au 我们学校有部分订阅。（母校威武）你们可以用所在组织邮箱注册一下，说不定订阅了。 2. 去领导者象限的 …
什么是BI，当前国内外BI的现状，BI的应用状况？ - 知乎
知乎，中文互联网高质量的问答社区和创作者聚集的原创内容平台，于 2011 年 1 月正式上线，以「让人们更好的分享知识、经验和见解，找到自己的解答」为品牌使命。知乎凭借认真、专业 …
Gartner是一个什么样的机构？ - 知乎
Gartner（高德纳）成立于1979年，是全球最具权威的IT研究公司，其名头在顾问研究领域，可以说是无人不知无人不晓，在鼓公司拥有 1,200多位世界级分析专家。在全球的IT产业 …
Gartner魔力象限为什么会受到重视？ - 知乎
Gartner由Gartner研究与咨询服务、Gartner顾问、Gartner评测、Gartner社区四部分组成，在此我们不做过多阐述。 二维模型阐释公司实力四个象限评判企业差异 最为大家熟知的“Gartner魔 …
如何获取Gartner报告，付费账号怎么申请，年费多少？ - 知乎
其实也能找到一些渠道可以低价获取报告，之前试过以几百块的价格买过Gartner报告（比如技术成熟度曲线等），亲测过，如果需要可以私信我，我有空的情况下尽量传授经验。
普及一下什么是大数据技术？ - 知乎
知乎，中文互联网高质量的问答社区和创作者聚集的原创内容平台，于 2011 年 1 月正式上线，以「让人们更好的分享知识、经验和见解，找到自己的解答」为品牌使命。知乎凭借认真、专业 …
IDC研究方向，报告与Gartner 的主要区别是什么？ - 知乎
Gartner数据这块比较弱，分析师团队基本都Base在北美，没有数据相关的常规报告，中国分析师团队规模较小，常规报告都是全球的，基本不划分区域，不接地气。但是技术趋势分析和厂商 …
为人熟知的世界权威市场数据调查机构都有哪些？ - 知乎
为人熟知的世界权威市场数据调查机构都有哪些？ - 知乎
如何评价Gartner 刚发布的2020年 《NDR（网络威胁检测及响应） …
问题一、Gartner为什么把原来的《NTA全球市场指南》调整成了《NDR全球市场指南》？ NDR可以看作是NTA的进化版，都属于流量威胁检测设备。 Gartner把原来的NTA调整成NDR的原 …
EDR（终端检测与响应）和传统杀毒软件有什么区别？ - 知乎
EDR，是端点检测与响应(Endpoint Detection & Response，EDR)的缩写，Gartner 于 2013 年定义了这一术语，被认为是一种面向未来的终端解决方案，以端点为基础，结合终端安全大数据 …
如何获得Gartner、iSuppli、IDC之类的原报告？ - 知乎
我有过两种免费获得Gartner报告的经历： 1. 用大学邮箱注册，@unimelb.edu.au 我们学校有部分订阅。（母校威武）你们可以用所在组织邮箱注册一下，说不定订阅了。 2. 去领导者象限的 …
什么是BI，当前国内外BI的现状，BI的应用状况？ - 知乎
知乎，中文互联网高质量的问答社区和创作者聚集的原创内容平台，于 2011 年 1 月正式上线，以「让人们更好的分享知识、经验和见解，找到自己的解答」为品牌使命。知乎凭借认真、专业 …
