Jon Arnold TOP 6 TIPS FOR SHAPING THE CUSTOMER EXPERIENCE IN 2016
Steve Morrell CROSSED WIRES IN THE CONTACT CENTRE?
Henrik Nordmark DOES DATA SCIENCE EXIST?
Business in Real-Time PART 1: REAL WORLD USE CASES FOR REAL-TIME DATA
g n i m o c In
Andrew Miller ARE ORGANISATIONS COPING WITH RISING CYBER SECURITY RISKS?
Martin Kuppinger WHY SECURITY IS AN ENABLER OF AGILITY, NOT AN OBSTACLE
Rob Bamforth ENTERPRISING SMARTWATCHES – IS THE TIME RIGHT?
Welcome
Happy New Year! 2015 flew past didn’t it? We don’t believe it is an exaggeration to say that technology innovation has accelerated in the past couple of years with organisations becoming savvier about collecting data and putting it to use in ways that were previously unimaginable. Talking about speed, I’m obviously referring to the rise in real-time analytics; in sport, contact centres, and IT integrated AV to name a few. This new-found agility is now becoming a necessity for the enterprise to remain competitive and meet increasing customer expectations. Read on to hear stories from analysts and companies who are witnessing
SWIPE DOWN
this change as they make their predictions for an even faster 2016.
▲ ANALYTICS
Mastering your Big Data beyond Hadoop
FEATURE
Roger Gaskell
DATA
Zoom-in: Global Data Strategy, Ltd Donna Burbank
ANALYTICS
Real world uses for real-time analytics Abdul Montaqim
ANALYTICS
6 1 0 2
Infographic: Where will Big Data be in 5 years? 1 2 0 2
Kognitio
DATA
COMMUNICATIONS
Perspective: Does data science exist?
Crossed wires in the contact centre?
Henrik Nordmark
Steve Morrell
COMMUNICATIONS
Exemplary customer experience starts with the right ingredients
FEATURE
Interactive Intelligence INTERNET OF THINGS
Enterprising smartwatches – is the time right? Rob Bamforth COMMUNICATIONS
The future of enterprise communications as a service
CYBER SECURITY
Information Security: A liability or a benefit? Alexei Balaganski
Enzo Signore CYBER SECURITY
EVENTS
The data breach blind spot
Let’s AV IT Mike Blackman
Adam Boone
INTERNET OF THINGS
Thinking in promises for an Internet of Things
FEATURE
Mark Burgess
DEVOPS
Demystifying DevOps and Bimodal IT Eddy Pauwels
CYBER SECURITY
Why security is an enabler of agility, not an obstacle Martin Kuppinger
CYBER SECURITY
How are organisations coping with rising cyber security risks? Andrew Miller
INFRASTRUCTURE
EVENTS
7 Reasons to keep applications & data on premise
Top 10 key upcoming events
Chris Tucker
Recommended by EM360°
ANALY TICS
Real world use cases for real-time data analytics Abdul Montaqim, Technology Writer
@abdulmontaqim
Enterprises are increasingly using real-time data analytics to make faster decisions and stay ahead of competitors. Abdul Montaqim talks to some of the companies making the most of the new technology and asks if real-time data has become an essential requirement for business leaders.
Past, present and future – big data is providing valuable insights into all three time frames. So far, most analytics engines have been used for data that has already been collected and stored, only to be analysed in retrospect – after the event, often a day or so after – providing a snapshot of the past, so to speak. But increasingly, companies are choosing real-time data analytics solutions that look into the present – at any given moment. Real-time data systems can provide information about activity on a network within seconds – depending on how sophisticated or involving the analysis part is. The potential applications of real-time data analytics are far-reaching, says Ciaran Dynes, VP of products at open-source software company Talend. He says public services and private enterprise could use real-time data in many ways, from ensuring public safety to detecting fraud as it happens. “The ability to analyse data in real-time to drive actionable insight is increasingly critical,” says Dynes.
Many of the analytics engines are being built on massive cluster computing systems such as Hadoop MapReduce, Apache Storm, and Apache Spark. Google, IBM and Amazon are among others who also distribute computing platforms to offer real-time analytics. However, much of the infrastructure for real-time deployment is still being developed and many of the services are relatively new.
“The City of Chicago has built a real-time data analytics platform using MongoDB that pulls together 7 million different pieces of data from city departments every day.” The American Dream, in real-time In the US, real-time data analytics is increasingly becoming the norm in many sectors, with government organisations taking something of a lead. For example, the City of Chicago has built a real-time data analytics platform using MongoDB that pulls together 7 million different pieces of data from city departments every day. Chicago has called its system “WindyGrid”, in reference to its nickname as the “Windy City”, and has connected what it considers to be 15 of its most crucial departments, including its emergency services, to provide real-time data analysis to city managers so they can better predict and allocate resources, respond quickly to emergencies and uncover trends that would have otherwise been invisible.
THIS IS AN ONLINE PREVIEW TO READMeanwhile, THIE COMPLETE ARTICLE EM360° MAGAZINE in the enterprise space, DOWNLOAD social media company BuzzFeed uses MongoDB to FROM YOUR TABLET OR MOBILE DEVICE
INTERNET OF THINGS
Enterprising smartwatches – is the time right? Rob Bamforth, Principal Analyst at Quocirca @rob_bamforth
Wearables have been taking off slowly in the consumer market and as IoT shifts up a gear, are the cogs starting to fall into place for the enterprise? Rob Bamforth, prinicipal analyst for Quocirca discusses some use cases where smartwatches are being tested to improve business functions.
Technology has spread throughout everyday life and whilst the internet, mobile phones, social media and tablets have turned us all into active consumers of all things ‘sleek and shiny’, there are expectations; technology still has to be simple, reliable and do something useful.
Wearable devices and the Internet of Things (IoT) are inspiring innovation, but finding something that delivers real value is more challenging. Ultimately, like any other technology, wearables face competition; from existing already adopted tech such as smartphones that may be ‘good enough’, or from user apathy (forgetting to be worn), as well as from each other. Smartwatches seem to be an attractive wearable device type for manufacturers, but predictably, since this is new territory, they are experimenting with styles and there is no consensus or standard for how best to present output or gather input off the user’s wrist; smartwatch bezel shapes and interface designs are often based more on fashion than function.
“Having IT and communications always available at their wrist could be a real benefit leaving workers unencumbered by other devices.” Successful wearable products need to justify themselves, and this may prove easier with business deployments than with consumers. Most business processes rely on employee access to IT resources, but often as support for the real job at hand. Having IT and communications always available at their wrist could be a real benefit leaving workers unencumbered by other devices. So how can wearables deliver for business? The simplest wearable devices just provide a collection of sensors and a communications gateway to send data elsewhere — “Internet of Things for the wrist”. As an intelligence gathering exercise this is useful as it can capture data from a vital yet unpredictable component in most business processes — people — and could form part of a broader IoT strategy to better understand and improve business processes. When other ‘things’ are monitored for their interaction with people, the opportunities multiply. Consider the routine process of maintaining toilet facilities in public spaces such as service stations or hotel foyers. The popular approach of ‘these facilities are maintained every hour’ is not only wasteful, but also leads to huge gaps in quality of service. A simple entry counterTHIS or sensor on water flow would indicate precise usage. IS AN ONLINE PREVIEW
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DATA
Zoom-in: Global Data Strategy, Ltd A closer look at information management consultancy, Global Data Strategy, Ltd. @GlobalDataStrat
The CEO
The Business
Donna Burbank has a multi-faceted background that
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provides a mix of both business acumen combined with
information
information management thought leadership. As well as
specialising in the alignment of business drivers with
working for many years as an information management
data-centric technology. Their passion is data, and
consultant in the US, EMEA, Latin America and Asia
helping
helping organisations transform their businesses
opportunities via data strategy, data governance,
through data, she has held product management and
big data & business intelligence, master data
product marketing roles for some of the leading data
management,
management software products on the market today.
data-centric initiatives. Oering more than technical
In these roles, she has built her skills in building
implementations, they help ďŹ nd new ways to innovate
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▲
Suggested reading: Data Modeling for the Business Donna Burbank More info
The Results
The Future
“We’ve had a very positive response this year from
Many organisations have been attracted to data by the
clients looking for solid, down-to-earth advice that is
promises of innovation and growth through Big Data
aligned to their business goals. Our clients often come
and the Internet of Things (IoT).
to us asking how to transform their business models to
technologies certainly provide great opportunities,
leverage data, largely driven by Big Data and the IoT.”
there is added complexity as new data sources are
Related to this growth in data is a renewed focus on
integrated with traditional ones. As firms look to
governance, as organisations look to better manage
incorporate these new technologies into their business
their information in a more formal way due to
models, they are finding a greater need for traditional
regulation or efficiency requirements. “We’ve enjoyed
tasks such as architecture and governance. Global Data
working with a number of organisations internationally,
Strategy expect an increase in demand as organisations
both large and small, to develop data strategies that
look to find the right mix of new and traditional
meet their business objectives.”
technologies that align with their business needs. ■ www.globaldatastrategy.com
While these
DATA
Is your data backup and recovery solution keeping pace with your IT organisation?
Dave LeClair, vice president of product marketing at Unitrends, a vendor in enterprise-level cloud recovery
Listen to Dave LeClair: Is your Data Backup and Recovery Solution Keeping Pace with your IT Organisation?
The backup and recovery specialist seems to have vanished from organisations, being gradually replaced by a Jack-of-all trades type that has many plates spinning in the IT
THIS IS AN ONLINE PREVIEW TO READdepartment. THIE COMPLETE DOWNLOAD EM360째 MAGAZINE As a result,ARTICLE some plates (such as the testing of your backup software) may FROM YOUR TABLET OR MOBILE DEVICE
CYBER SECURIT Y
Information Security: A liability or a benefit? Alexei Balaganski, Senior Analyst at KuppingerCole @balaganski
I have to admit that I’ve never understood people’s fascination with the history of American frontier, the “Wild West”. Sure, the extremely sensationalised stories of courageous cowboys, brave settlers and ruthless outlaws look so fascinating on the silver screen, but the reality of that era was at the same time much more mundane and much more dangerous. For most people of that era, life was full of hard labour, corrupt government officials, violent conflicts and very, very bad healthcare standards. Well, that time is long gone, at least for people lucky enough to be born in developed countries. We can be more or less sure that our safety and well-being is being constantly
protected by professionals like doctors, firefighters and policemen, and that bad people get punished for their crimes more often than not (well, at least in theory). There is, however, one increasingly important part of our lives where we’re still on our own: the Internet. There, we’re still living on the frontier: evil hackers, greedy corporations and shady government agencies are all after our valuable digital assets. Businesses are constantly being attacked from both outside and inside, by cyber spies, hacktivists and government agencies again. And with the continued digitalisation of our society pushed by ever-growing adoption of cloud, mobile and social computing, the situation doesn’t seem to improve. Large-scale breaches are reported more and more often, with financial, legal and reputational losses reaching hundreds of millions. So, why are Information Security specialists not able to overturn this downward trend? Are they not working hard enough?
“To stay competitive, the businesses must be able to adapt to the ever-changing customer demands and innovations – to adopt the newest technologies or to establish new communications channels as quickly as possible.” The sad truth is that many view Information Security as a huge burden that costs a lot of money, but does not deliver business benefits. To stay competitive, the businesses must be able to adapt to the ever-changing customer demands and innovations – to adopt the newest technologies or to establish new communications channels as quickly as possible. This includes software and hardware vendors themselves, which often tend to ignore security in order to bring their products to the market before their competitors. As an American computer scientist Gerald Weinberg famously said, “If builders built houses the way programmers built programs, the first woodpecker to come along would destroy civilisation.” Unfortunately, nowadays this approach is no longer feasible. Whereas a vulnerability in, say, a word processor won’t cause much harm, a security hole in an industrial device or a smart car could potentially lead to catastrophes and loss of lives. Even more unfortunate is the fact that industrial control equipment and car manufacturers are among the vendors least concerned about security and are often very difficult for security specialists to cooperate with. Only mobile device vendors (most notoriously Apple) are probably even less cooperating, making the task of protecting mobile phones against digital threats very challenging. THIS Though your mobile phone probably won’t cause bodily harm, IS hacking AN ONLINE PREVIEW
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CYBER SECURIT Y
Why security is an enabler of agility, not an obstacle Martin Kuppinger, Senior Analyst at KuppingerCole @MartinKuppinger
In today's world everyone and everything becomes digitally connected: People use a number of mobile devices to work and communicate with e.g. colleagues, customers and business partners. To a growing extent they also deploy "things" like smart watches, TVs, vehicles and refrigerators that act and communicate autonomously. This digital shift requires a new thinking in security and privacy issues, which will lead at the same time to much more agility of any business. The goal is to achieve agility in information security. For this it is necessary to bring compliance and security into balance with business enablement. The building blocks of the
latter are, among others, new forms of collaboration, new business models, efficiency and agility, those of compliance and security are for instance the best possible avoidance of data breaches, dealing with reputation risks and the adherence of security guidelines. One has yet to face the fact that there never will be a hundred percent security. Since cost grows exponentially, the limit of expenditure for security towards 100% is infinite.
“the bad guys out there will always find a way to break your systems with more and more elaborated methods and tools.” The actual goal instead is risk mitigation. 80% of security today and at fair cost is better than 0% or 100% sometime in the future. It is thus time to hinder the people responsible for information security from reaching improvements in security and risk mitigation by setting unrealistic security targets. Anyway, the bad guys out there will always find a way to break your systems with more and more elaborated methods and tools. The question for any enterprise today should therefore not be how secure a solution is but if it helps in mitigating major risks and whether the approach is economical and easy to handle. For answering this, you basically need to know what the biggest risks are for your business, because that’s where you need to start. Another important question is if getting rid of or mitigating a risk stands in a reasonable relation to the effort of doing so. Which risks can at all be eliminated? If you treat the risks right, you can also steer your investments purposefully. Of course things that are still mandatory by law are a must and exempted here, however useful some of them may seem to be.
“The security of things has to be followed in a circle chain: from design to configuration to monitoring to control to patch and update to design and so forth. Identity is the glue.” Everything is attackable The unstoppable Digital Transformation of Business affects virtually all industries. The IoT (Internet of Things) is only a part of this transformation, at the technical level. However, organisations have to change their business models in order to succeed. Connecting things with apps and services is imposing new challenges. These include product security and liability issues, but also how to reasonably deal with customer “big” data. Identity, Access, become critical success factors and business enablers THIS IS and AN Security ONLINE PREVIEW
TO READ for THIE ARTICLE DOWNLOAD EM360° MAGAZINE the COMPLETE Digital Transformation of Business. FROM YOUR TABLET OR MOBILE DEVICE
CYBER SECURIT Y
The data breach blind spot Adam Boone, Chief Marketing Officer at Certes Networks @CertesNetworks
THIS IS AN ONLINE PREVIEW TO WATCH THIS VIDEO DOWNLOAD EM360° MAGAZINE FROM YOUR TABLET OR MOBILE DEVICE
It’s been another long year in the IT industry. On one hand, organisations are embracing new technologies and embarking on journeys fuelled by the Internet of Things, the cloud and big data. On the other hand, enterprises are struggling to get cybersecurity under control and failing to protect both corporate and consumer data in the meantime. All of these factors and more are contributing to the current state of security, but what exactly does that landscape look like? Explore three key security trends with Certes Networks in this latest interview with Enterprise Management 360°. ■
Related White Paper: Fixing the Data Breach Blind Spot Certes Networks
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The only App-Aware, User-Aware Crypto-Segmentation Solution
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SIMPLY SECURE DATA IN MOTION LEARN MORE
EVENTS
CHIEF ANALYTICS OFFICER FORUM EUROPE Hosted by Corinium
London
7-9 March
Over 100 CAOs and VP-Level analytics executives from over the region will meet in London to examine the role of the CAO in detail and discuss strategies for deriving real actionable and strategic benefits through analytics.
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CLOUD COMPUTING EXECUTIVE SUMMIT Hosted by 451 Research
New York
8 March
By attending, not only will you receive impartial 1-on-1 advice and guidance from 451 Research Analysts, but you will also learn about key cloud strategies from best practice keynotes, analyst presentations and end-user case studies.
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IDENTITY AND ACCESS MANAGEMENT SUMMIT Hosted by Gartner
London
14 - 15 March
By attending the IAM Summit you will get the information to refine your IAM vision and strategy for agile and digital-age security all based on leading-edge research covering mobile, cloud, IAM as a service, privileged identity strategies, and IoT.
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BIG DATA ANALYTICS EUROPE Hosted by Whitehall Media
Amsterdam
22 March
Join Whitehall Media’s prestigious Big Data Analytics Europe conference where innovators, thought-leaders and executive professionals will discuss and give insights on how to integrate, understand, manage and govern Big Data. Speakers include Kriti Sharma who is Global Head of Product for Real-time Big Data Analytics at Barclays.
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The leading digital IT solutions magazine. Right at your fingertips
Jon Arnold TOP 6 TIPS FOR SHAPING THE CUSTOMER EXPERIENCE IN 2016
Steve Morell CROSSED WIRES IN THE CONTACT CENTRE?
Henrik Nordmark DOES DATA SCIENCE EXIST?
Business in Real-Time
The ieratisation
DATA
REAL WORLD USE CASES FOR REAL-TIME DATA
ing m o Inc
Andrew Miller ARE ORGANISATIONS COPING WITH RISING CYBER SECURITY RISKS?
Martin Kuppinger WHY SECURITY IS AN ENABLER OF AGILITY, NOT AN OBSTACLE
Rob Bamforth ENTERPRISING SMARTWATCHES – IS THE TIME RIGHT?
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