- PilotHouse Vendor Rating
- Contact Center and Customer Engagement
- Cloud and Data Center
- Cost Models and Total Cost of Ownership
- Enterprise Trusted Advisor
- IT Innovation, Transformation, and Enterprise Technology
- Mobile and Network Services
- PilotHouse - UCC
- Security, Risk Management, and Compliance Research Initiatives
- Unified Communications and Collaboration
At the recent Genesys 2015 G-Force, I saw a futuristic demo in which pressing a button on a broken fridge automatically connected a person to a live agent to report an issue.
Alignment, Agility, as-a-Service, Speed, Customization, Control
The rapid evolution and expansion of cloud services and consumer technologies are making it easier than ever for any department or line of business to procure applications, devices, and technology services directly, without the IT department’s involvement. They do so to satisfy a need for speeds IT can’t match, for additional control, or customization beyond the limits of sanctioned enterprise solutions, and/or simply to “jump the line” when the work they want done takes a back seat to something else. But it is important that IT see shadow IT as a symptom, not a disease. To address the underlying disease, and keep the enterprise on the right course, IT staff need to achieve “as a service” levels of alignment and agility: Revamp and streamline processes to promote agility; work with legal and finance departments to fold IT review (at a minimum) into governance for all new service contracts; and get better at innovation as a sustainable function by making room for rapid prototyping, multiple go-no-go decisions, and line-of-business investment that accelerates deployment of new technologies.