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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.
Optimizing Application Delivery: Architecting For Service Delivery Management
Application delivery optimization (ADO) is the design of networks and systems to guarantee appropriate, effective application delivery in the distributed and mobile world. Effective delivery encompasses application availability and performance. Appropriate delivery encompasses aspects of security, especially access control, to ensure that services are delivered only to the correct parties in the increasingly perimeterless world. Writ large, ADO touches on everything from application architecture to WAN provisioning. Practically, the focus is most often on application delivery controllers, WAN optimization, and associated monitoring and management systems, systems that detect and correct the performance problems created by application architectures, code shortcomings, server and desktop limitations, and WAN problems. We take a holistic perspective, and note that ADO is at the confluence of many IT architectures. IT staff in server and application management, data center network management, desktop management, security and risk mitigation, and WAN management have to look at their problems as related and approach solving them together. Choices can be made tactically, with respect to a single perspective, or strategically, looking across several. Staff should be preparing to be what IT will need in the future: application delivery architects, application delivery managers.