Articles about Service Delivery

The Register breaking news

Private Cloud and IT Service Delivery

Report IT budgets under pressure, ‘doing more for less’ – we’re all familiar with the headlines. And of course vendors are always at the ready with solutions that address those very pain points. ‘Spend to save’ is the accompanying mantra. But what’s actually happening in the real world? Is the IT budget situation as dire as it’s …
Tony Lock, 25 Jun 2012

EMC intros data protection-as-a-service: You shall D-PAAS

As the world is moving towards software-defined data centres with infrastructure components virtualised and delivered as a service, data protection appears to be going the same way. EMC has gone and boosted its offerings to do just this. The company says it is adding “new integrations with primary and protection storage …
Chris Mellor, 04 Apr 2014

Rotten routers caused Intermedia service crash, says CEO

The service blackout at third-party Microsoft Exchange hosting biz Intermedia was caused by glitches in core routing kit, the CEO has confirmed. As revealed by El Reg on Tuesday, Intermedia went down in the UK early afternoon and remained down for some hours, with customers forced to vent their spleen on Twitter because they …
Paul Kunert, 04 Sep 2013
The Register breaking news

Thinking about moving to service delivery?

On Demand If you're looking to move your IT operations to more of a service delivery model then we may have just the fillip here. Last Friday we had The Register's Tim Phillips in a studio with Patrick Ancipink, a service management guru from CA, and Tony Lock, an analyst from our old friends Freeform Dynamics. The three of them set off …
Phil Mitchell, 23 Nov 2010

Turnbull's Digital Transformation Office to 'leave you quivering with excitement'

Australia's communications minister Malcolm Turnbull has revealed a little more about his Digital Transformation Office (DTO), the agency he's tasked with making it possible to perform all interactions with the federal government online. Turnbull's previously said the DTO has a goal of taking transactions online by 2017, but …
Simon Sharwood, 27 Mar 2015
Interim logo for Digital Transformation Office

Turnbull's digital transformation team discovers user testing

Australia's Digital Transformation Office (DTO) has done something, again. After a couple of weeks in which its blog has gone largely silent and its Twitter feed has been reduced to retweets of other agencies news, a new post has appeared offering truly transformational advice: do stuff differently for different audiences. User …
Simon Sharwood, 29 Apr 2015
chain_relationship_channel

HP Services engineer dispatch tool 'broken', say engineers

An automated service call system pilot at HP – which we are told cost $72m to develop – is fundamentally flawed because it often relies on patchy web connectivity, engineers are complaining. The "enhanced dispatch" is expected to replace the existing "resource control" call centre in Bulgaria towards the end of there year, but …
Paul Kunert, 02 Mar 2015
Parliament House Canberra by Flickr user OzMark17 used under CC Share and Share alike licence

Australia to launch Digital Transformation Office, with no budget

Australia will launch a Digital Transformation Office (DTO) within the Department of Communications “so that government services can be delivered digitally from start to finish and better serve the needs of citizens and businesses.” The new agency will aim to “... use technology to make services simpler, clearer and faster for …
Simon Sharwood, 23 Jan 2015
HP cloud

So you've been told to build a cloud. No one was fired for buying HP hardware, er, right?

HP loves a big box with a few lights on it and the latest is HP's Cloudline range of servers, launched in March. The products are unsurprisingly (the clue is in the name) said to be particularly well-suited for deployment in cloud-centric data centres. HP Cloudline is actually a family of products, so these machines share …
Cloud

IEEE chaps propose QoS for SDN across the public internet

Software-defined networking (SDN) is fine in the data centre, but rubbish across multi-domain WANs, something a group of IEEE engineers wants to solve. Their proposal, on Arxiv, is to copy the cloud notions of abstraction and orchestration into Internet connections. Sucking nourishment out of the academic prose, the IEEE …
Verizon

Verizon tags majors to craft SDN future

Verizon has taken the leap into the world of software-defined networking, announcing a strategy and its initial partner list for a multi-year rollout. For now, the partner list for the giant's umpteenth network transformation strategy are Alcatel-Lucent, Nokia Networks, Cisco, Ericsson and Juniper Networks. The company told …
Parliament House Canberra by Flickr user OzMark17 used under CC Share and Share alike licence

Turnbull's Digital Transformation Office has NO PLAN, but awesome power

Malcolm Turnbull's new Digital Transformation Office (DTO), launched last week with a goal of reinventing government service delivery but lacking any new money with which to make the attempt, also has no plan for its efforts. It does, however, have an FAQ on Turnbull's own site, explaining that the new agency will “will be …
Simon Sharwood, 28 Jan 2015

Storage: Never mind the quantity, feel the quality of service

Today's organisations must store ever-increasing volumes of digital information arriving in an ever-wider range of formats. At the same time, more and more data-hungry applications are coming on stream. It is harder than ever for your storage to provide each application with the appropriate quality of service (QoS). How can you …
Bryan Betts, 07 Oct 2014
management cio2

EMC calls on company veteran to run UK ops

Undoubtedly scarred by the defection of UK boss James Petter to Pure Storage, EMC has turned to one of its veterans to take control of the country manager job, with Ross Fraser getting the call. As we revealed in January, EMC’s arch rival Pure poached Petter to run EMEA ops and it was forced to parachute its regional head Adrian …
Paul Kunert, 12 Mar 2015
Parliament in the clouds

GDS to handle Govt payments? What could possibly go wrong?

Be afraid. The previous government’s “elite digital team” which so brilliantly borked most of Whitehall’s websites, and that failed to meet its own targets, may be put in charge of handling real money: your money. New Cabinet Office Minister Matthew Hancock hinted at the opportunity at a gentle public grilling today. Although …
Andrew Orlowski, 22 May 2015
The Register breaking news

Pushing service delivery beyond the enterprise boundary

Workshop So far in this series we’ve been considering all things service delivery, with an emphasis on how the various elements of IT infrastructure can be managed as a single whole. IT infrastructure isn’t what it once was however, as demonstrated by the increasing range of ‘cloud-based’ options available from third parties. The word ‘ …
Jon Collins, 26 Nov 2010
The Register breaking news

Squaring the service delivery circle

Workshop In the last article, we considered a number of perspectives on service delivery, top to bottom, left to right. In operational terms however, the relationship that matters the most is the one agreed between coal-face IT staff and the users they support. What’s at the heart of making this work? Things were simpler in the old days …
Jon Collins, 17 Nov 2010
Clouds in blue sky

Time to buy a new hat, cloud bods: Microsoft, Cisco stroll down the aisle again

Like Elizabeth Taylor and Richard Burton, except dressed as 900-pound gorillas, Cisco and Microsoft have tied the knot again to expand their cloud partnership. Faced with the question “how can we get more clouds to run exactly the same infrastructure?”, the two have riveted OS platforms with network and computing platforms to …
Cloud security

Cloud Security Temperature Check

Survey Results It is increasingly common for users and business groups to drive their own adoption of cloud services. But even where IT is involved, as organisations ramp up their use of cloud, activity is often uncoordinated. Pulling the threads together across service silos to manage risks effectively can be a challenge. The right strategy …
Dale Vile, 20 May 2015
management management3

Fujitsu restructure shunts Brit boss Tait into top EMEIA role

Fujitsu has thrust UK veep Duncan Tait into the top role in EMEIA amid a global re-org that has led to nine high level resignations. The International Business (IB) organisation will be dissolved from 1 April and existing sales and service delivery functions will be folded into the new regional structure. The group will be …
Paul Kunert, 13 Mar 2014
The Register breaking news

Making practice perfect in IT service delivery

Workshop The adage “Do as I say, not as I do” is nowhere more true than in delivering effective IT services. Bookshelves are full of guidance, and indeed, frameworks such as the IT Infrastructure Library (ITIL) go into considerable depth to explain the whys and wherefores of service delivery best practice. If it’s all so hard to do …
Jon Collins, 15 Nov 2010
man_inks_deal_channel signs contract services

Clock's ticking for suppliers who want a piece of hot DWP action

The Department of Work and Pensions has issued a call to tech firms to provide and host a toolset for service integration and management functions in a gig worth up to £17.5m over the next three years. The contract notice posted on the Official Journal of the European Union today, part of IT Transformation Programme, gives …
Paul Kunert, 03 Sep 2014
Turnbull with Switkowski in Blacktown

Turnbull should spare us all airline-magazine-grade cloud hype

Australia's Communications minister Malcolm Turnbull on Monday labelled those who oppose use of the public cloud “box-huggers” and suggested such behaviour is bad because it ties organisations to an outmoded and expensive way of doing IT. “There is more resistance to cloud in government that anywhere else,” he said, and blamed …
Simon Sharwood, 26 Nov 2014

Cisco targets India with new investment

In a move interpreted as an endorsement of the new Indian government headed by reformer, and digital service delivery believer, Narendra Modi, Cisco wants to turn around its fortunes in India, and is reportedly putting US$1.7 billion on the table as part of its strategy. The Economic Times reports the commitment, which The Borg …
A large hand flicks an icon of a little red man. Image via shutterstock (Lasse Kristensen)

CSC picks up the axe yet again, eyes 800 staffers' quivering necks

Exclusive CSC is preparing to axe almost 800 staff in the UK and Ireland in what it is calling a "Get Fit" phase, with current proposals to transfer some of these positions to near-shore and offshore centres. Bloodletting is a seemingly annual custom for the scandal-hit ailing integrator. It is just over a year since CSC put 750 workers …
The Register breaking news

Is IT service delivery really changing?

Lab The new world we’ve been hearing about for years is slowly drifting into focus. Globally distributed businesses demand round the clock access to services, and new technologies (or updates of old ones) provide an expanding number of choices for building and consuming them. Consolidation, convergence and virtualisation - there’s …
Martin Atherton, 12 Apr 2010
Railway line split. Pic: Ian Sane

Splitters! CSC to break itself into pieces following job cull

The break-up craze among the largest tech vendors may have reached the channel, with talk that CSC will separate its North America government unit from the rest of the private-sector sales organisation. The split could come as early as next week, according to Reuters, when the loss-making company takes the covers off its latest …
Paul Kunert, 15 May 2015
Telstra logo

Telstra goes for Chinese takeaway with Pacnet buy

As foreshadowed last week, Australia's dominant telco, Telstra, will acquire Pacnet. Pacnet is perhaps easiest to understand as a mini-Equinix that also owns its own submarine cables, so offers carriage services and interconnection between bit barns. Those assets have led it to create a sofwtare-defined (wide-ish-area) …
Simon Sharwood, 23 Dec 2014
The Register breaking news

Tools and technologies for service delivery

Workshop Certain things in life are true, such as exercise is good for you, common sense is not so common, and budget for IT management and operations tools is hard to come by. Browse around the websites of any number of software companies and you will find technologies to make IT operations more productive, reduce costs and risks, and …
Jon Collins, 23 Nov 2010
IT Crowd. Source: Channel 4 / 2entertain

Sophos to offshore American support operations

Exclusive Sophos plans to offshore support operations from the US to Canada and the Philippines as part of a wide-ranging restructuring of its support operations. The plans were outlined in an internal email to staff from Mary Winfield, SVP Global Support, leaked to El Reg by an anonymous tipster. "Another year, another round of layoffs …
John Leyden, 20 Oct 2014

Insight's EMEA prez: It's not our fault cloud sales are slow, blame the NSA

Services investments made by box-peddling shape shifter Insight Enterprises will start to pay dividends in Europe from next year, regional head honcho Wolgang Eberman has predicted. The exec joined Insight from the beginning of 2014 with the remit to gradually reduce its reliance on traditional on-premise software and hardware …
Paul Kunert, 30 Mar 2015
The Register breaking news

Architecting for IT service delivery

Lab A few years back I was involved in a project that turned out far more interesting than I expected. The plan was to write a training course about a software development methodology. As you see, it did start from a reasonably low point in terms of interest – but it quickly evolved into a much more worthwhile exercise. The course …
Jon Collins, 22 Apr 2010
BMC Software logo

Newly-private BMC gets cloud/social/mainframe (!) religion

Newly-privatised BMC thinks it can re-invent - nay, disrupt - itself by cashing in on on all of 2014's biggest buzzwords: cloud, social, mobile and disruption. And mainframe, for good measure. The company's recently-appointed head of global sales Paul Appleby today told The Reg in Sydney today that one of the reasons he joined …
Simon Sharwood, 23 Oct 2014
creative commons - must credit clarence: *www.sxc.hu/profile/clarence

HDS: Storage? Pah! We're working on a SMART CITY OPERATING SYSTEM

Hitachi Data Systems (HDS) is working on two projects that will scale its compute and storage technologies to serve Internet of Things deployments in smart cities. Speaking yesterday at the company's innovation forum in Singapore, Asia-Pac CTO Adrian De Luca mentioned the company's recently announced decision to build an EVO: …
Simon Sharwood, 19 Nov 2014

IT gets $AU200 million new spend in Qld budget

The IT sector will be busily trawling through the Australian state of Queensland's budget papers, with the government yesterday announcing tech spends in health, emergency services communications, and online service delivery. Queensland Health, whose troubled history in IT has previously left it out-of-pocket by a cool billion …
The Register breaking news

A handy guide to cloud service measurement

Calculating Return On Investment (ROI) for internal IT services is messy. Businesses want costs justified on a service-by-service basis. This approach has its flaws; IT service delivery is more than the sum of its parts. Much black magic is involved in lashing various aged and often incompatible systems together. Replacing or …
Trevor Pott, 06 May 2011
Confused computer keyboard

Software-defined everything: So, WHEN is the 'future'?

The software-defined data centre concept has attracted considerable attention and hype, with its promise of reducing hardware costs and automating control of infrastructure. Backers of the idea say the SDDC will enable policy-driven management of resources, allowing applications to be deployed across commodity hardware to suit …
Team Register, 05 Jan 2015

Insight Enterprises grits teeth as cloudy payoff remains elusive

A biting currency headwind and Microsoft licensing fee changes slapped Insight Enterprises’ respective top and bottom lines in calendar Q4 as it waited for services investments to pay dividends. The global reseller last night reported revenues of $1.45bn for the quarter, up four per cent year-on-year – but it could have been …
Paul Kunert, 12 Feb 2015
Warwick Hospital accident and emergency

SUPER-SUEBALL heading IBM's way in Australia

IBM's Australian is about to be handed statement of claim over the failed health payroll project in the State of Queensland. The project initially had a budget of AU$6 million, but that blew out to $27 million. Things snowballed from there, with the project eventually costing well over a billion dollars and an inquiry finding …
Simon Sharwood, 01 Dec 2014
Australia.gov.au beta

Australia's IT industries were repeatedly humiliated in 2014

Last week's hearing of Australia's Legal and Constitutional Affairs Legislation Committee, which convened in part to discuss Australia's planned communications metadata retention laws, produced high farce. Despite having been lampooned for previously being unable to offer a definition of metadata, Attorney General George Brandis …
Simon Sharwood, 23 Dec 2014
The Register breaking news

DWP seeks data for identity verification service

The Department for Work and Pensions has published a tender worth up to £2m for the supply of biographical data to identity online benefit claimants. The chosen supplier will provide biographical data to supplement information already available to the department, according to a notice published in the Official Journal of the …
Kable, 28 Jan 2011
Job cuts jpeg

HP's hiring: UK jobs for, er, UK workers.... maybe

HP has refused to rule out making roles redundant in the UK and shifting them to parts of Europe where average salaries are lower. Cost cutting HP last week entered into consultation with the works council and yesterday engaged with union types over plans to slash 7,100 roles across the region, the last tranche of 34k job cuts …
Paul Kunert, 10 Feb 2014
Sydney Opera House Hackathon logo

NSW budget calls for lower GST threshold on imports

The Australian State of New South Wales' annual Budget has called for the threshold at which the nation's ten per cent goods and services tax (GST) is applied to imported goods to be lowered. The GST is collected by Australia's federal government, but handed back to the States. While the tax applies to most goods and services, …
Simon Sharwood, 17 Jun 2014
SOURCE:  http://www.sxc.hu/browse.phtml?f=view&id=1412135

Leaky channel tanker Phoenix IT Group: It's steady as she goes

Investors received no nasty surprises in a trading update from leaky channel tanker Phoenix IT Group as the turnaround plan plotted by the latest exec at the helm remains on course. The infrastructure and managed services outfit said in an interim management statement covering 1 April until 11 August that trade is “broadly in …
Paul Kunert, 12 Aug 2014
FCC logo

Republicans turn up heat on FCC over net neutrality push

A group of conservative lawmakers are calling on FCC boss Tom Wheeler to take a step away from his plans to mandate a net neutrality policy for the communications watchdog. In a letter (PDF) signed and posted by House Speaker John Boehner, several prominent Republicans inform Wheeler of their opposition to what they call " …
Shaun Nichols, 14 May 2014
The Register breaking news

End-to-end service assurance

Reg Research It may not always seem like it, but wherever IT is responsible for providing applications or communications to end-users, it takes on the mantle of being a service provider. If, or more normally when, a user calls to report a problem with the app that they use, they’re not calling to report a congested network or server with …
Andrew Buss, 25 Jul 2011

Corporate crashes in UK IT channel drop back to pre-recession levels

Channel fatalities are down for the fifth consecutive quarter as the local ICT sector growth and the wider UK economy becomes the envy of European neighbours. The numbers of tech suppliers that went pop during Q3 was down by almost a quarter to 56 compared to the war stats from credit reference agency Graydon UK for the same …
Paul Kunert, 09 Oct 2014
Generic mast

Network vendors need something far more real than ‘5G’

MWC 2015 The big infrastructure vendors all made significant announcements in advance of Mobile World Congress, holding their beauty parades before the distractions of the event itself. While there was a lot of the inevitable "5G" vision-making on show, the main focus was on something more real: new platforms which could be deployed in a …
Wireless Watch, 02 Mar 2015

Scotland Yard defends single supplier IT gig with Insight

London's Metropolitan Police has defended its use of a single supplier procurement standard after it penned a four-year deal with IT hardware outfit Insight, claiming it could yield cost savings of up to ten per cent over the contract's lifetime. The previous buying arrangement that London cops had with SCC under the Sprint ii …
Paul Kunert, 18 Mar 2014

Whoops, my cloud's just gone titsup. Now what?

“We apologise for the disruption. We have identified the cause and are working to restore the service as quickly as possible.” Attempting to log onto your cloud service and being faced with a message like that is guaranteed to strike fear into the heart of anybody that has trusted all or just part of their company's CRM, email …
Rachel Willcox, 06 Aug 2014