Discover Performance Blog

Welcome to the Discover Performance blog, a resource for enterprise IT leaders who share a passion for performing better. Here you’ll find strategic insights and best practices from your peers as well as from HP’s own practitioners who help others define, measure and achieve better IT performances.

For additional in-depth articles on critical topics for IT executives, visit  http://hpsw.co/b7NWj4e

Displaying articles for: November 2012

3 Goals for Setting Service Level Agreements

IMG_1614-Edit_SML.jpgSeveral years ago I talked to a brand name bank about their SLA process with their customers. IT was already measuring performance, so they had an idea how well they were doing. They suggested that their current numbers should be their SLAs. Or maybe they would adjust the SLA a peg up or a peg down based on how much the customer complained. This IT department was setting SLAs based on what it was doing—not on what the enterprise actually needed. It really should be the other way around.

 

 

How vendor management can bring cloud success

michael-garrett2.jpgThere are few who seriously doubt the future of information services is ‘cloudy’. This move to cloud computing often presents some serious challenges for IT professionals, who may previously have controlled every element of the IT services they delivered. Now they face unprecedented user demand for specialized IT cloud applications from many suppliers, other than themselves and from pressurised colleagues who are less interested than ever in how IT services are delivered.

 

Not being responsible for creating an IT service though is no excuse for not managing its success.

Labels: Cloud

How to reduce business and IT risk while limiting security vulnerabilities!

IMG_1614-Edit_SML.jpgIf emergency changes aren’t already a big issue for your IT shop, they should be. Why? Well, let’s get clear on what an emergency change is in the first place. It is a change that is recorded after the change has been implemented. It has been recorded largely for compliance reasons. Often it can be a change to fix an implementation gone south. COBIT 5 worries enough about this category of changes that it has even created a KPI to measure emergency changes that are not approved post implementation.

Security and IT Operations in 2020

blog_thief.jpgAs we wrote the new IT Operations 20/20 chapter of the Enteprise 20/20 crowd sourced future vision, it become clear to us that all the technological wonders of 2020 are predicated upon us having good security and privacy management.

 

This post highlights the challanges we face in tackling security and privacy in 2020:

 

  • The hacker explosion as 2 billion more people get web access
  • Mobile malware as millions more mobile apps get released
  • "Dirty" bring-your-own-devices poluting the corporate network, and thus, data
  • Business processes calling cloud services, which in turn, call other cloud services
  • Increasing use of SaaS makes those SaaS providers a large, prestigious target for hackers
  • The increase in the number of smart devices and arrays of sensors massively increases the "attack surface" for hackers. It also raises a whole series of privacy issues
  • Privacy in collaboration systems between groups of people working together

At HP Discover 2012, find out how you can navigate the Road to 2020

Dan Wood.jpgBy Dan Wood 

Join us as we unveil volume one of the crowd-sourced ebook, Enterprise 20/20, and showcase VisionaryX, a technology-enabled enterprise that HP has helped put on its own Road to 2020.

Announcing the new IT Operations 20/20 chapter

Hybrid_App.jpgWe've just released the new IT Operations 20/20 chapter, part of our crowd sourced vision for the enterprise in 2020.

 

This post gives a summary of the chapter.

Better Managing IT and Business Performance During a Season of Peak Demand

IMG_1614-Edit_SML.jpgThis week I’m continuing to write about using process goals in the COBIT 5 standard to improve your IT performance, but I’m shifting the focus from development to ops. We’ll start by looking at availability and capacity. According to COBIT, managing the availability and capacity process is about balancing current and future needs for availability, performance, and capacity with cost-effective service provisioning. This includes assessing current capabilities, forecasting future needs, analyzing business impacts, and assessing risks for identified future requirements. Wait a minute, didn’t say earlier that I was moving from development to ops? I did, but for the area of availability and capacity, operational leaders are responsible for assessing the risk as well as the implementation requirements for meeting for requirements in the planning stage.

Reading the wrong tea-leaves: Why unstructured sentiment analysis is so important

blog  - tea leaves.jpgIn order to get a fuller picture of what's really happening "out there", it is best to look at structured data and  unstructured data created by social media and the like.  

Where the innovation is: A look at cloud, mobile, social media

AhiGvirtsman-Caption.jpgBy Brian McDonough, Discover Performance Managing Editor

 

The new, all-innovation issue of Discover Performance interviews Ahi Gvirtsman, head of innovation at HP Software. He discusses what business innovation looks like, and how enterprise CIOs should approach it. In this excerpt from the conversation, Gvirtsman looks at the most innovative technology trends in IT and what they mean to the enterprise.

 

Labels: Innovation

Limiting change failure + revenue loss during the holiday season

IMG_1614-Edit_SML.jpgA few years ago, I got to work with a major financial institution.They told me they were interested  to see their data in our product (we were using an early version of what would become the HP Executive Scorecard) and assured me they were particularly good at incident management.   But when we loaded their incident data into the scorecard I was shocked. This customer had given us four months of data—October through January. There were 20,000 incidents a month in October. But in the months that followed this number grew to 65,000 incidents a month. Even worse, incidents resolving in a day or less dropped by 75% after October. And core systems failures quadrupled. What had happened?

3 keys to sustaining transformation projects for successful outcomes

tony price.JPGBy Tony Price, World Wide Lead for Strategy and Transformation Consulting, HP Software Professional Services

 

Early this year I got a phone call from one of my customers who asked me to "come in and work your magic". They were 18 months into a 24 month-long IT transformation project and things were running significantly behind. We went in and we turned things around. We reminded everyone of the reasons for transformation and the short-term wins that they'd already achieved. We listened to and responded to everyone’s concerns and we won their hearts and minds.

 

It's flattering that clients think I can work magic, but I'm not a magician. What I do is something that every IT transformation leader can do—it's recognising that the success of a project is highly dependent on getting people behind the change. And that's done by appealing to their emotions, i.e., winning their hearts as well as their minds.

 

Labels: IT leadership

Stop project failure: 4 goals to help you improve requirements processes with COBIT 5

IMG_1614-Edit_SML.jpgIf you’ve ever looked at reports about trends in software success (like the Standish CHAOS study), you’ll be familiar with disheartening statistics that the majority of IT projects aren’t delivered on time, on budget or with the required features and functions. Needless to say this doesn’t do much to help IT’s credibility with the business. What can your organization do to make sure IT projects aren’t failing? You can start by taking a good look at your requirements process. This is the process that ensures you’ve got the right requirements in place for enterprise strategic needs in terms of business processes, applications, information/data infrastructure, and services.

Tablets, tablets everywhere

tablets everywhere.jpegImagine you could buy a 4 or 5 star-rated, generic-brand 10" tablet for $120.  We could then have a tablet in the kitchen, one in the lounge, one for each patient in the hospital, in stores, and so on.

 

In the future, the CIOs of retail companies, hospitals, home control systems and so on, will be called on to create the applications and back-end cloud systems to support "tablets everywhere". 

Software Support is changing: 4 ways to get ready

Aileen Allkins. Software Support Delivery.jpg

If you follow the news about enterprise software support, you may have noticed increasing predictions that technical support will go through big changes in the coming years. A recent article in The Economist speculates that “unsourcing” (in other words, relying on contributions from user communities or other volunteers) may be the future of technical support. And the article quotes from analyst research showing that integrating user communities into support can reduce costs by up to 50%. 

 

 

This model, in which customers help themselves, is also known as customer self solve (CSS). So will CSS or some version of unsourcing do away with the traditional call center? 

 

"Let's build a mobile app" is only part of the answer

blog - smart TV.jpg"We need a smart phone applicaiton - give us a smart phone application NOW".  

 

Wow .... not so fast. Research shows that if you want to actually DO something from you mobile client, maybe a tablet version is better.

 

I believe that what you really want is a multi-device application, with each version optimized to the device on which it runs, sharing context as you move from device to device.

 

Like Spotify or Evernote.

Reduce costs and increase customer satisfaction? Benchmark your incident ticket reopens!

IMG_1614-Edit_SML.jpgLast week I wrote about the insights we’ve been getting from HP customers about service desk performance (“How do you benchmark your service desk performance?”). We asked several HP customers to give their opinions on typical service management metrics. Additionally, we asked them about their actual performance (confidentially, of course). Today I would like to share the aggregated benchmark as well as where customers are performing today. And from here, we move to a discussion of how to improve the IT bottom line.

Beware the 3 deadly P’s of success

Joel Dobbs.GIFBy Joel Dobbs

You are never closer to your greatest failure than when you are at the moment of your greatest success. –Craig Winn
 
This quote, from a Businessweek article in 2000, is perhaps one of the best pieces of business wisdom. Success is as addictive as an opiate and potentially just as dangerous.

H. Ross Perot once said, “Something in human nature causes us to start slacking off at our moment of greatest accomplishment. As you become successful, you will need a great deal of self-discipline not to lose your sense of balance, humility, and commitment.”  Great leaders stay great because they stay focused on what is important and don’t fall into the traps that ensnare many.  Success can breed arrogance, over-confidence and the false belief that we are invincible. We’re not.

Labels: Leadership
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About the Author(s)
  • Alec Wagner is a longtime writer & editor, enterprise IT insider, and (generally) fearless digital nomad.
  • Lending 20 years of IT market expertise across 5 continents, for defining moments as an innovation adoption change agent.
  • This account is for guest bloggers. The blog post will identify the blogger.
  • I'm the community manager for Discover Performance and have been a writer/editor in the technology field for several years.
  • Mike has been with HP for 30 years. Half of that time was in R&D, mainly as an architect. The other 15 years has been spent in product management, product marketing, and now, solution marketing. .
  • Paul Muller leads the global IT management evangelist team within the Software business at HP. In this role, Muller heads the team responsible for fostering HP’s participation in the IT management community, contributing to and communicating best-practice in helping IT perform better.
  • Rafael Brugnini (Rafa) serves as VP of EMEA & APJ for HP Software. Joining in 1996 and has more than 20 years of knowledge and experience linked to HP. He resides in Madrid with his wife and family, and in his spare time he enjoys windsurfing.
  • Evangelist for IT Financial Management (ITFM), IT Governance and IT Portfolio Management, consulting IT organisations for Close to 15 years on principles of good governance.
  • Chief of Staff for Software & Information Management IT at HP, driving business and IT initiatives, as well as executive, employee, and customer communications and management of change for the CIO of HP Software.
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