Everyone has a customer service story, and it’s not always a good one. Too often, we associate customer service with shouting “Representative!” at an automated voice that refuses to listen.
But customer service can be a positive, even rewarding experience — when brands do it right. It can…
The retailer/consumer relationship has completely transformed—requiring a fresh approach to delivering great experiences with every interaction. Check out how the world’s best brands are tackling the challenge with these insights from the National Retail Federation show. …
ITIL or ITSM? They’re not binary. You need both to run a digital enterprise. With today’s emphasis on customer service, where any failure to please is exposed on social networks in real time, having a framework like the Information Technology Infrastructure Library (ITIL) to manage your IT is a must. You can no longer wing it […]
The post The Zoo: ITSM vs ITIL with Jon Hall appeared first on BMC Blogs.
For those who are not familiar with the mainframe rolling 4-hour average, this blog helps describe its importance. Why is the Rolling 4-Hour Average (R4HA) important? Why should you and I care? Developers, testers, system administrators, and other technical professionals are actually very affected by this important metric. Take a look at the following figure. […]
The post What is the Rolling 4-Hour Average? appeared first on BMC Blogs.
In an era where security breaches are as common as apple pie and backyard baseball, all the talk surrounds keeping networks and systems secure. In an SOA environment, security is just as important, though it looks a little different than security in other architectures. Aside from the obvious purpose of SOA security (keeping systems safe […]
The post SOA Security Best Practices appeared first on BMC Blogs.
Many organizations already know the benefits of service desk automation – cost savings, improved efficiency and throughput, and increased customer satisfaction are all well documented outcomes of taking the time to automate. If your organization is considering an automation initiative, be sure to honestly assess these three areas before you start. IT Tooling Although not […]
The post 3 Things You Must Consider When Automating Your Service Desk appeared first on BMC Blogs.
Our world has changed. Our lives have changed. Today consumers can pay for items at a store without even opening their wallet, book a flight and never speak to a single person, and deposit a check in their checking account without leaving the comfort of their home. As we continue to embrace technology, our day-to-day […]
The post It’s 2016: Is your Mainframe Ready for the Digital Era? appeared first on BMC Blogs.
What does peak season mean for your business? Growing up, I played a lot of different sports, from soccer to basketball to tennis. Every sport had its own season and preparing for them required different strategies; different investments in terms of time, effort and money. My goal throughout each season was to be successful, which […]
The post Industry Focus: Finance, Insurance, and Retail Companies Manage Their Peak Seasons that Drive Peak Costs appeared first on BMC Blogs.
I participated in a panel discussion on software development trends in 2016 with fellow engineering leadership at Oracle and Splunk. The event was hosted by Wipro’s software development leadership team and consulting firm Zinnov. We discussed software containers, open source, APIs, PaaS and SaaS platforms, and our views on what matters most for enterprise software […]
The post 2016 Trends in Software Development – A CTO’s Perspective appeared first on BMC Blogs.
Converged Infrastructure 101 As a result of ongoing technology evolution, demand for a new type of hardware has reached a fever pitch. Today’s businesses want IT to have fewer moving parts while offering the same or even expanded resources to users. This has resulted in a shift away from a one-to-one relationship between physical servers […]
The post Converged Infrastructure vs Hyper-Converged Infrastructure appeared first on BMC Blogs.
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