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Abundance: A Different Way of Thinking about Technology
Jun 21,2016
There are two mindsets in business -one of scarcity and the other of abundance. A scarcity mindset believes much, if not everything, is limited. A business with a scarcity mindset holds everything close to the vest and is uncomfortable or unwilling t...
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Network Security is Not Child's Play
May 23,2016
Do you remember the childhood game Gossip? Maybe you played it. A secret message is whispered from one person to the next until it reaches thelast person who says out loud what they believed they heard. Whether by an honest misunderstanding or intent...
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Are You SOAM Ready?
Apr 25,2016
You probably did a double-take when you read the title and asked yourself, "What is SOAM?" Let me start by telling you what it is not. It is not service integration and management (SIAM), which emerged more than a decade ago to address the highly com...
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University of California San Francisco and Cisco: Empowering Digital Health Innovation
Feb 29,2016
"We are at the intersection of doing great things for the world. We have the ability to change people's lives." -Chuck Robbins, Cisco CEO Virtually every industry is undergoing digital transformation. The retail, manufacturing, energy, and transporta...
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The ServiceGrid Golden Circle
Feb 19,2016
In Simon Sinek's now famous TED Talk,How Great Leaders Inspire Actionmore than 25 million views served as the catalyst for his book,Start with Why. Sinek explains that for a person or an organization to be successful, they must be intentional about c...
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Dimension Data & Cisco Systems: Partnering to Integrate the World
Jan 29,2016
In technology, things happen at the speed of change. "Evolve or get left behind" is a familiar phrase we've all heard. Technology is advancing at warp speed and companies are finding it difficult to manage their ever-growing and ever-changing support...
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Service Integration and Management (SIAM): Helps You Efficiently Manage Your Support Ecosystem
Oct 01,2015
"Simply put, successful multisourcing requires establishing end-to-end visibility, reporting and accountability for services that are delivered by multiple suppliers."1 -Bill Martorelli, Principal Analyst, Forrester Research For the past two decades ...
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Automating Configuration in a Multi-Sourced Environment
Aug 20,2015
The landscape of IT has changed. The single-source provider era is quickly coming to an end as more companies embrace the world of multi-sourcing. In a 2014 report by IAOP & Information Services Group (ISG) Annual State of the Industry1, it state...
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Active SLAs -New Approach for Multi-sourcing Governance
Mar 12,2015
Last month, I attended the International Association of Outsourcing Professionals (IAOP) Outourcing World Summit in Phoenix, Arizona. I had the chance to glean fresh insights from industry-leading practitioners and get a global view from sourcing exe...
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Cisco Partners, Complex Support: Simplified
May 08,2014
I had the opportunity to attend Cisco's annual Partner Summit last month and I am excited about the news announced at the summit as well as the valuable conversations I had with our partners. The reoccurring topics I heard included cloud, innovation,...
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Cloud and the Dark Side of "Easy On"
Feb 24,2014
Cloud providers justifiably tout the ease and speed in which services can be implemented, but behind the curtain a dark reality lurks. "Easy on" is a key selling feature of cloud services and for good reason. I well remember leading enterprise applic...
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Multi-Party Support -the Emergence of a Dynamic Support Network
Feb 19,2014
When I ask IT executives how happy they are with their external support providers (outsourcers, vendors, etc.) invariably they express deep frustration. They look to these vendors to be real partners -to collaborate effectively and seamlessly, to do ...
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