The game has changed. As CIOs and IT professionals, we were comfortable with controlling the environment; talking in ERP terms and timelines; and in using a liquidation/unit cost financial model to manage our operations. However, the landscape has changed and our business users expect and need IT’s help in driving agility, intelligence, innovation and value. To remain relevant, CIOs and IT organizations must reenergize IT.
On October 6th, EMC celebrated the tremendous strides the company is making to dramatically enhance our Total Customer Experience (TCE) globally. Like other EMC customers, my team and I wholeheartedly embraced cloud and big data analytics, as well as mobile and social technologies to innovate and propel us forward. That said,building on my blog earlier this year, I believe that digitization is the key to improving TCE and transforming how businesses run for the future. (more…)
Sometimes the insights you are looking for to resolve a problem turn out to be right in your own backyard. When EMC IT embarked on a bold mission to transform its IT operating model almost two years ago, it made perfect sense for EMC IT to turn to an inside resource—our top EMC consultants in the IT Transformation Work Group within EMC Global Services—for help.
After all, the Global Services IT Transformation Practice had years of experience helping clients transform their IT operations to better serve their business clients. Global Services could apply what we knew to move the EMC IT effort forward In turn, our IT Transformation service leaders could benefit from being involved in one of the industry’s largest IT transformations, through which we could hone and refine our consulting approach and practices on a scale we have never done before.
Nineteen months later, EMC’s IT transformation is on track, and our group has gained a long list of new best practices and insights to leverage with other clients going forward.
Wouldn’t it be great if you could analyze all customer interaction and learn which parts of our services or sales are better than others? Or analyze all of our service request textual descriptions and infer the call volume drivers? Understand the main topics of a chat session? Use the same data to understand how the customers are actually using our products? Or to go beyond customer interactions and help us identify the common bugs in our code by analyzing the text engineers type in a bug tracking system such as Jira or Bugzilla?
Liberating your data is not enough if a big chunk of it remains locked in human generated texts.
EMC’s Data Science as a Service team has created a highly-advanced text analytics technology which can help your organization unlock the value in human generated texts.
We used to deliver projects in ERP terms with complex, multi-year investments leaving the business little choice regardless of how long it would take or what it would cost. However, today’s information generation wants convenience and near instant gratification, so if we are not agile or fast enough, they will get their infrastructure, apps or cloud services elsewhere.
To get ahead of this at EMC, we have transformed IT to be more business aligned to dramatically improve innovation, performance and reliability. That said, it is not for the faint of heart, so let me share a few lessons we’ve learned along the way
Despite the emergence of IT as a Service and the rise of self-service catalogues, most IT operations—including EMC’s—have remained largely manual when it comes to filling users’ requests for networking, storage and compute, struggling to keep pace with growing demand. Until now, that is.
EMC ITis in the process of rolling out a new set of tools, based on a combined approach to infrastructure and automation that will reduce the time it takes to fill customers’ infrastructure demands from months to days or even hours.
The new production environment uses EMC’s Federation Enterprise Hybrid Cloud (FEHC) management platform on VCE Vblock™ converged and hyper-converged infrastructure to provide the abstraction of hardware through software. Translation: IT clients will no longer have to come to the IT infrastructure team every time they need a new environment or an additional server. They can self-provision these services using a truly automated portal and with a standardized set of components.
As an IT veteran, I have observed and helped drive tremendous change, not just in the technologies we use but how we use them. Among the more dramatic shifts has been the definition of being a mobile worker.
When I was a mainframe programmer in the late 80’s, being “highly mobile” meant I could log in at any mainframe terminal in the office, do my programming, submit my jobs to the queue and do my (internal only) email. Later, I had two desks in two different buildings and mobility became driving between them multiple times each day. Virtual Private Network (VPN) technologies allowed me to be on call and dial in (literally via a phone-line) from home rather than having to get to the office.
The Internet made mobile work more bearable, but it still required a laptop or desktop. By plugging my blackberry into my PC as a modem, I could work on the train to my office in Boston.
What really transformed mobility (or the trend of more employees working out of the office using mobile devices) for me was the iPhone (followed by the iPad and Android devices.) Not only was I in touch as frequently as I wanted to be via email capabilities, but the enormous ecosystem of apps allowed me to be productive in the ways that fit me best. I was – and am – able to define how I work and where I work. “Work” has stopped being the place I went to and instead became what I did.
When introduced, Infrastructure as a Service (IaaS) was revolutionary in that it promised IT data centers a vehicle for virtualization and rapid provisioning of physical platform components (compute, network and storage). Today’s IaaS solutions have grown to fulfill that promise and much more. Now with the fast adoption of Platform as a Service (PaaS), IT data centers have broadened their rapid provisioning offering to include additional layers such as the operating system, middleware, and application runtime components.
PaaS essentially holds the key to a leaner, faster, more flexible approach to next-generation application development. Application developers are now up and running in hours and minutes as opposed to what would have taken days or even weeks in the “pre-PaaS” era.
Not only does PaaS allow your development environments to be enabled quickly, it also provides your programmers with the complete set of integrated services they need to deliver robust applications such as relational databases, message-queuing, caching, etc. (more…)
The Business Data Lake(BDL) is positioned as the one-stop-shop for all of the organization’s (big) data storage and analytics requirements. It is intended to address the three V’s of Big Data analytics – Volume, Variety and Velocity – by providing a vast amount of storage, ingestion of streaming, mini-batches and batches of data, either structured, semi-structured or unstructured. It fundamentally shifts the paradigm in business data storage and analytics by consolidating the multiple silos of data that can be found in organizations today.
More than ever, businesses see their futures tied to their ability to harness the explosive growth in data. You may even be familiar with the Business Data Lake concept—a central repository of vast information which can be used across an enterprise to drive all business intelligence, advanced analytics and even, eventually, intelligent applications.
We, at EMC IT, are in the process of creating a Business Data Lake, and I will be sharing insights about our efforts in this blog. To start, let’s trace the vision that’s leading EMC IT and other businesses to the shores of this new data landmark.
Viktor Mayer-Schonberger and Kenneth Cukier, authors of Big Data: A Revolution That Will Transform How We Live, Work and Think, wrote, “If big data teaches us anything, it is that just acting better, making improvements – without deeper understanding – is often good enough.”
EMC IT not only recognizes the hidden value of Big Data, but also strives to generate better outcomes. So, we at EMC IT can act better and faster to improve our customers’ experience.
In his November 2013article, Dan Inbar from EMC’s IT organization eloquently presented what IT has been doing to improve the operations of our Exchange email environment. PAITO (Predictive Analytics for IT Operations) is our Big Data analytics solution for outage prediction that allows our IT operations team to collect, analyze, store, and leverage key indicators to predict and prevent interruption in mission-critical operations. The journey that started more than a year ago as a pilot has evolved into a full-fledged IT data lake and analytics platform for various IT managed areas, including applications, servers, devices, licenses, network, storage, security and workloads. (more…)
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