This assessment shows that enterprises adopt Red Hat Fuse because they believe in a community-based open source approach to integration for modernizing their integration infrastructure that delivers strong ROI. For these organizations, Fuse was part of a larger digital transformation initiative and was also used to modernize integration. IDC interviewed organizations using Fuse to integrate important business applications across their heterogeneous IT environments. These Red Hat customers reported that Fuse has enabled them to complete substantially more integrations at a higher quality level, thereby supporting their efforts to deliver timely and functional applications and digital services. Efficiencies in application integration with Fuse have generated significant value for study participants, which IDC quantifies at an average value of $75,453 per application integrated per year ($985,600 per organization). They have attained this value by: » Enabling more efficient and effectiv

Today, ERP is a cornerstone of many organisations’ tech infrastructure. Yet many of the solutions in play are legacy products, decades old and designed for an entirely different business landscape. With industry leaders expressing concern that out-of-date ERP solutions have now become an impediment to competitive business, IDC set out to uncover what exactly modern companies need from their ERP systems, and why SAP S/4Hana seems so well placed to deliver.

Case study briefs for Transguard, BiLFINGER, Aldermore PLC, PinkRoccade, Okinawa Cross Head, Siemens, Sogeti, Norrbottens, Dansk Supermarked Group, ITS Nordic.

Learn how two customers in the healthcare and entertainment industries, Nebraska Medicine and SOCAN, are using all-flash storage to accelerate their businesses. Hear Frost & Sullivan’s expert advice about flash’s impact in the marketplace.

"Enterprises depend on data to improve customer interaction, accelerate product development and run the back office. ?Is infrastructure complexity holding your applications back? ? Do your applications have instant access to data?"

Customers are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that customers prefer to resolve issues themselves and within their channels of choice. Furthermore, customers only seek direct interactions when they unsuccessfully exhaust their self-service options. This is backed up by data from American Express, which found that 48% of consumers prefer to speak with a customer service rep when dealing with complex issues, but only 16% prefer the same contact for simple issues. The goal of this paper is simple: We want to help you build an all-in-one knowledge base, community, and customer portal. All of which can be accomplished with a help center like Zendesk Guide.

Your door is always open, regardless of your business or support hours. Today’s customers ask questions at any time of the day or night and will wait for you to respond (but not for long). This poses a challenge to most businesses: How can you anticipate which channels a customer will need or want, and how can you determine whether these channels will be efficient for your organization? The short answer is: you do. Customers want the ability to contact businesses in more than one way, and they expect each brand interaction to be consistent with the one before and after. Learn how with Zendesk's Omnichannel solution.

Zendesk Support helps you improve relationships with your customers and provide them with a seamless experience. Improve customer satisfaction, increase agent productivity, scale your support operation, and better manage your team. Watch the demo and take advantage of your support efforts to benefit your entire company.

The start of a new chapter of your business, whether you're moving upmarket or adding products and features, is a great time to scale your customer service operations in a smart way. We know customers prefer self-service, via a knowledge base, if one is available. A Gartner report estimates that CIOs can reduce customer support costs by 25% or more when proper knowledge management discipline is in place. If you've been on the sidelines waiting to take the self-service leap, this white paper will prove that you and your agents already partake in the activities needed to offer great self-service, every single day.

In the global market for customer service software, Zendesk is once again recognized as a leader in the 2018 Gartner Magic Quadrant for the CRM Customer Engagement Center. Every year, Gartner conducts a thorough analysis of service providers in the customer service and support application space. We believe the Gartner Magic Quadrant for the CRM Customer Engagement Center report provides valuable information for business leaders who seek technology solutions for interacting and engaging with their customers. Zendesk can again be found in the 2018 report’s Leader quadrant, which we consider a reflection of the success of our 125,000 customers, including enterprise clients like Airbnb, Tesco, and the University of Tennessee. The past year alone has included a number of significant milestones for us, including the release of AI-enhanced features for self-service and surpassing $500 million run rate in revenue. As our customer base continues to grow, we strive to be a dynamic vendor for bus

Digital transformation projects present many technological and organizational challenges. A key challenge is developing modern, cloud-native applications that connect customers directly using automated business processes and decisions. Creating these applications requires a radical change in how software is built—moving away from traditional, IT-led software development to a process that lets both developers and business experts contribute directly to application logic.

Companies are pursuing digital transformation. The goal is to improve customer value, operate with greater efficiency and agility, and increase innovation. But as companies leverage new workflows, security has not kept pace, and cyber criminals are becoming more sophisticated. This white paper describes a security paradigm for today’s hostile environment: zero trust.

Consistency and customer experience are key to quality and profitability in retail. Manual reporting processes can be unwieldy and time-consuming, but bringing together all compliance procedures under one digital platform means fast, consistent and easy-to-access performance data. Using real-time insights into best practice improves the reporting of quality control, stock loss prevention, inspection processes, logistics and more – saving time, increasing efficiency and boosting customer satisfaction. Benefits include better branding through monitoring rollouts with uploaded photos and videos, protection against shrinkage through improved inspection processes and audits, and clearer visibility of issues which means a speedier response.

Je besser die Daten, desto besser die Künstliche Intelligenz Sie möchten Ihre Kunden und deren Verhalten besser verstehen? Ihnen eine maßgeschneiderte Customer Experience bieten? Oder neue Geschäftsfelder identifizieren? Es ist vielleicht nicht immer offensichtlich: Aber die Grundlage jeder gut funktionierenden KI sind Daten. In unserem Leitfaden zeigen wir Ihnen in sechs Schritten, wie Sie Ihre Daten auf innovative Weise organisieren. So schaffen Sie eine optimale Grundlage, um künftig das Beste aus künstlicher Intelligenz, Cognitive Computing und maschinellem Lernen herausholen zu können.

IT is in the midst of one of its major transformations. IDC has characterized this paradigm shift as the “third platform,” driven by innovations in cloud, big data, mobility and social technologies. Progressive enterprises are seeking to leverage third-platform technologies to create new business opportunities and competitive differentiation through new products and services, new business models and new ways of engaging customers.

When it comes to investing in ERP systems, improving the efficiency and responsiveness of business processes is a top concern for SAP customers. However, among IT professionals, safe delivery is of higher priority than ERP digitalization or starting an IT agility transformation. With SAP S/4HANA, this no longer needs to be a compromise. When moving to SAP S/4HANA, IT professionals need to implement not only the technical upgrade of SAP S/4HANA but also the required customizations, which necessitate an intensive amount of business collaboration and software delivery. And for that to happen, IT needs an enterprise agile delivery solution to gather and implement the business requirements to SAP S/4HANA as quickly as possible without business disruption. Read this white paper to discover how you can transition to SAP S/4HANA and achieve true enterprise agile delivery — a new standard to deliver changes to your SAP environment. Topics include: • Sync business and IT to ensure your ERP solu

Continuous testing is the practice of testing across every activity in the SDLC to uncover and fix unexpected behaviors as soon as they are injected. Continuous testing is the embedding of testing as a fundamental and ongoing aspect of every activity through the application lifecycle, from requirements through production, to ensure the business value is being achieved as expected. As the pace of business continues to quicken, companies are starting to recognize that to stay competitive the process of developing and releasing software needs to change. Release cadence has greatly accelerated. There is no occasion anymore for a six- to 18-month find-and-fix turnaround in which the customer will find the delay acceptable. Things need to move faster, and they need to be ready and perfect faster. Download this whitepaper to find out how CA Technologies can help with your Continuous Testing.

Business applications have become the battleground for customer loyalty. To compete, IT organizations are under pressure to deliver applications faster and with higher quality. Continuous Delivery (CD) of code offers a solution. CD may be paired with DevOps, Agile and other methodologies. However, QA and testing can be an obstacle to CD’s rapid development and deployment of high quality code. Testers and developers must engage in Continuous Testing, continuously testing software for performance, quality and user experience as it’s being developed. Continuous Testing is not a push button process, though. It requires a comprehensive approach. This paper outlines the common challenges to Continuous Testing and highlights results from real users who have used technology to get to succeed with the Continuous Testing process.

DevOps ist nicht mehr topaktuell. Auch Continuous Delivery oder sogar das „Shift-Left“-Paradigma ist nicht mehr als innovativ zu bezeichnen. Dieses White Paper zeigt auf, wie Sie DevOps-Tools und -Verfahren kundenorientiert einsetzen können, um einen geschäftlichen Nutzen zu erzielen. Dabei wird auf die aktuellen Herausforderungen für Unternehmen eingegangen, wenn sie versuchen, durch DevOps-Innovationen mehr als nur technische Vorteile zu realisieren. Zudem werden die Lücken aufgezeigt, die die Unternehmen in den Continuous Delivery-Ketten schließen müssen, um erfolgreich zu sein. Schließlich befasst sich dieses White Paper auch damit, wie die Themen Anwendereinbindung und Customer Experience in allen Phasen der Bereitstellungspipeline als wichtige Überlegung einbezogen werden.

DevOps non è più una metodologia all'avanguardia, né lo sono la continuous delivery o l'approccio shift-left. Queste prassi e principi sono stati ormai adottati dalle aziende, almeno in una certa misura e, anche se in molti casi la transizione è risultata incompleta, praticamente tutte le aziende conoscono e si sforzano di implementare i workflow e le strutture organizzative DevOps. Questo white paper spiega come utilizzare gli strumenti e le prassi DevOps in un'ottica incentrata sul cliente allo scopo di creare valore di business. Illustra le sfide che la maggior parte delle aziende deve affrontare per estendere le innovazioni DevOps al di là dell'ambito tecnico, identifica le lacune da colmare all'interno delle catene di continuous delivery per superare tali sfide e spiega come mettere il coinvolgimento degli utenti e la customer experience al centro di tutte le fasi della pipeline di delivery.

Modern solutions like CA PPM continue to raise the bar above last-generation IT demand management tools, continuously providing new features to ease the burden of the PMO, the financial manager, the resource manager and the product manager. In the last few years, new vendors looking to exploit the large and increasingly influential project and portfolio management (PPM) market have developed modules that “snap” into their SaaS platforms. These vendors claim their tools are easy to install, easy to manage and save customers money. It sounds too good to be true. And for most organizations, it is. Carefully consider whether you need a PPM solution that is only capable of providing low-level functionality for the project manager, or if your organization could benefit from PPM technology that provides 360-degree optics across your organization, delivers actionable business intelligence and enables extensive modeling and forecasting capabilities to make data-driven business decisions.

More than 400,000 workers at some 400 companies—including Polycom, Qantas and Toyota already use CA Project & Portfolio Management SaaS (CA PPM SaaS) to reduce costs, drive adoption and make smarter business decisions. Download this whitepaper today to find out more about how this solution can help your company today.

The ‘80s Called… … And they don’t want their enterprise Project and Portfolio Management (PPM) tools back. If your Project Management Office (PMO) is still relying on the same or similar processes and systems used when neon and mullets were trending, it will never keep pace with today’s market demands or shifts in technology. Six-month deployment schedules and command and control models of yesteryear are actively being replaced with continuous delivery methods and practices like agile and lean—all in the interest of driving greater customer engagement.

Speed is increasingly becoming the most important factor in project execution for a modern business. Of course, it has always been important to deliver projects as quickly as possible—that’s why schedules were developed and managed to. But historically those schedules were usually rather arbitrary. Today, things are very different. Customers expect more functionality more quickly than ever before, and they are unwilling to tolerate delays or missed commitments. Organizations have recognized the importance of minimizing time to delivery, seeking to leverage opportunities and solve challenges in as little time as possible, but in doing so they have frequently forgotten one critical aspect. They aren’t actively managing those time horizons—they are simply careening headlong toward the end goal. That can introduce significant problems, and that’s what we want to look at in this white paper.

In a fast-changing app economy, agility and alignment are king. Without these attributes, it’s difficult to address top priorities around growth, customers and workforce. Organizations need to know that they’re developing and delivering the solutions that customers want when they want them. That means aligning the right resources to best-bet projects in order to roll out new offerings on time and within budget—and ultimately deliver value to the business. Take steps to improve resource management today. Because when your people are engaged, your projects really move. Learn more about CA PPM resource management today by downloading this white paper.