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Articles about Service Delivery

The Register breaking news

Private Cloud and IT Service Delivery

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?

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
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

Pushing service delivery beyond the enterprise boundary

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

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
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
The Register breaking news

Making practice perfect in IT service delivery

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
The Register breaking news

Tools and technologies for service delivery

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

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
The Register breaking news

Is IT service delivery really changing?

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
Lehman Brothers London HQ

Enormo reseller Insight seeks experienced sales hands for City pad

Headhunters will be on red alert after Insight confirmed plans to establish a sales outpost in the City in a bid to snuggle up to existing and potential corporate customers. The firm has rented some space from an unspecified service delivery partner in Aldgate to rub shoulders with Kelway, Misco, Softcat, Computacenter and many …
Paul Kunert, 20 Mar 2014
The Register breaking news

Qld opens government data for app prize

Australian app developers short of funds but long on the business of extracting useful information out of government data have the chance to top-up their finances to the tune of $AU5,000 courtesy of a Queensland government competition. Alternatively, given your point of view: having ditched most of its IT staff in a budgetary …
OpenStack's "Dope 'N Stack" campaign

Leave keys to your data centre to a Grizzly? Brocade thinks: Yes

Brocade has plunged deeper into the software-defined networks (SDN) pool with a couple of virtual networking products and a switch software revision. It's presenting this stuff under an "On-Demand Data Center" marketing blanket which, it says "represents another major evolution in networking toward a highly virtualised, open and …
Chris Mellor, 01 May 2013
management regulation7

Nooo, ANYTHING but BT! Cisco gives 'stay of execution' to Phoenix IT

Cisco has prolonged Phoenix IT Group's termination notice period following what sources describe as a backlash from some customers over the planned novation of certain contracts to BT. The networking goliath gave Phoenix marching orders at the end of last month, with sources alleging it was caught selling grey market kit and had …
Paul Kunert, 20 Nov 2013
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
The Register breaking news

Architecting for IT service delivery

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
Nutanix cloud appliance

KER-CHING: Backers hand Nutanix $101m

Converged server/storage startup Nutanix has shown it has the product and business execution goods, prompting its backers to give it $101m to light the rocket fuel and get company lifting off. Nutanix has been a Harvard Business School textbook example so far in how to start up and grow a company to the point where it has a …
Chris Mellor, 14 Jan 2014
The Register breaking news

Qld Health starts briefing industry on IT refresh

Queensland Health, home to the now-famous payroll debacle that has cost executive jobs, a billion worth of budget blow-outs and earned IBM a ban from the sunshine state, is embarking on an IT refresh. The agency, via the Department of Science, Information Technology, Innovation and the Arts (DSITIA), has announced a partners …

Phoenix IT Group blames former CEO and economy for woes

Phoenix IT Group chairman Peter Bertram fingered his former CEO and the fragile economic recovery as reasons why trade remains damp and profits have yet to rebound in a more meaningful way. At the half way stage of fiscal '14 for the six months to 30 September, the beleaguered LSE-listed firm reported a near six per cent decline …
Paul Kunert, 28 Nov 2013
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
The Register breaking news

End-to-end service assurance

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
cloud

Alca-Lu joins race to make telco networks more cloudy

Alcatel-Lucent has joined the growing list of telco vendors bowing to the inevitable and giving their kit a more cloudy flavour. The company has announced new versions of a slew of its mobile portfolio that break the nexus between the hardware that ships bits around and the software that controls it. It's a bowing to the …
channel_partners_deal_handshake

Capita closing in on public WAN player Updata

Top brass at Surrey-based broadband network services player Updata Infrastructure UK are understood to be mulling over a leading offer from Capita, sources have told us. As The Channel revealed last November, public sector player Updata confirmed it was locked in "active" discussions with a bunch of interested parties. People …
Paul Kunert, 14 Feb 2014
Sydney Opera House and Harbour Bridge

New South Wales government promises open data by default

The Australian State of New South Wales has released a new Open Data Policy (PDF) that determines “Data is open by default” in the state and that “Agencies start from a position of data openness, with the prerogative in favour of data release, unless there is a specific, overriding reason for data not to be released in …
Simon Sharwood, 11 Nov 2013

Sky falling: 119,000 Brits flee O2, Be after Murdoch broadband gobble

One in five O2 and Be broadband subscribers abandoned the home internet service after it was bought by BSkyB - according to figures shown to the City this morning. At the end of last month, BSkyB's total broadband customer base stood at 4.9 million having gobbled up about 400,000 subscribers following its acquisition of O2 and …
Kelly Fiveash, 26 Jul 2013

What Reg readers are planning for their datacentre

When 481 Reg Readers were asked to rate their IT delivery capability in terms of responsiveness, service level management, cost control and business alignment, only a quarter claimed a good level of performance across all areas. Furthermore, a wholesale move to the public cloud was not felt to be the answer. This puts the …
David Gordon, 17 Dec 2012
Mildura is still marked in the wrong place on Apple's iOS6 maps

Turnbull takes control of spatial data policy

Australia's Office of Spatial Policy (OSP) has announced it is about to be moved to the Department of Communications, a machinery of government change that will see it depart its current home in the Department of Resources, Energy and Tourism. “The Office of what?” we hear you ask. Why's this in The Reg? The OSP is Australia's …
Simon Sharwood, 13 Nov 2013
Sydney Opera House and Harbour Bridge

NSW contemplates smart licenses

The Australian State of New South Wales' (NSW’s) new Customer Services Commissioner, Michael Pratt, says one of the streamlined service delivery strategies he is considering could see all NSW licences replaced by a single smart card that records multiple licences the bearer holds. Pratt said he can also foresee licences finding …
Simon Sharwood, 10 Oct 2012

Systemax turnaround plan off the rails as losses widen

It could be a case of returning to the drawing board for the Systemax execs who drafted the 2013 turnaround blueprint: the company's Q2 financial results are steeped in red ink amid sliding sales. The misfiring dealer drew up an operational review last year that it put in place during the autumn. Yet the benefits didn't show up …
Paul Kunert, 07 Aug 2013
Australian Government 2.0 taskforce logo

Australia gets new CIO and CTO

Australia’s Government Information Management Office (AGIMO), the nation's top technology policy body, is splitting into distinct policy and services delivery arms, after the departure of Australian Government Chief Information Officer Ann Steward led to a restructure. Steward announced her departure from the top CIO job late …
management big_data1

Oracle grabs Tekelec for telco assault

Oracle has added another network-focused tech company to its business as Ellison & Co. try to takeover the IT stacks of telecommunications companies. The acquisition of Tekelec was announced on Monday, and follows Oracle buying unified communications specialists Acme Packet for $2.1bn in early February. Oracle will add Tekelec' …
Jack Clark, 25 Mar 2013
Prison window

Gambling addict IT boss gets 7 years' porridge for £19m swindle

An IT boss who defrauded his employer of close to £19m to help fund a crippling gambling addiction has been sent down for a seven-year prison stretch. Jonathan Revill pleaded guilty to four charges of fraud and one of transferring criminal property at Leeds Crown Court. The court heard that he had used his position at …
Jasper Hamill, 22 Aug 2013
self-service checkout

Hey, IT department! Sick of vendor shaftings? Why not DO IT, yourself

Enterprise IT departments have been reduced to personal shoppers at best and checkout clerks at worst. You want extra lock-in on those chips, sir? I say this because IT departments just don’t make anything anymore. When was the last time you were required to actually make a new thing as part of an IT project? As the …
Warren Burns, 28 Feb 2014
management governance3

Config management: Enemy of agile approach or the reason it WORKS?

David Norfolk is practice leader with responsibility for development and governance at Bloor Research International. He is on the committee of the BCS Configuration Management Specialist Group. Configuration management (CM) is the management of configuration items (CIs), which are the things that you care about, the things that …
David Norfolk, 22 Aug 2013
australia

Australia's new year tech headlines … for 2015!

Technology predictions are a dime a dozen at this time of year, because vendor-land stops even releasing press releases about version 6.3 of its products. With that news-making tactic abandoned, vendors and their PR armies move on to “predictions” offering searing insights. Security vendors point out that our hyper-connected …
Simon Sharwood, 19 Dec 2013

One day your datacentre will get you to the pub on time

You are an IT manager and it is late Friday afternoon. You are in the lift descending from the fifth floor and you can already hear the gentle buzz of your friendly local bar. But then the lift stops at level three and the director of human resources gets in. “I’ve been meaning to talk to you,” she says.“Can you explain why I’m …
David Gordon, 10 Jul 2013

Dell JUNKS public cloud in favor of partner tech

Dell is discontinuing its infrastructure-as-a-service cloud and instead dealing tech to partners as it looks to make some money in the cut-throat world of cloud computing. The Round Rock, Texas, company announced on Monday that it was discontinuing sales of its multi-tenant public cloud IaaS "in favor of best-in-class partner …
Jack Clark, 20 May 2013

Field Service Engineers and their needs

It is clear that keeping remote workers operating effectively is usually a completely different challenge to those of office based workers. One particular sub-group amongst such remote workers is that of “field service engineers”, a category with very specific requirements of their IT equipment, tools and support needs. As …
Tony Lock, 06 Oct 2010
The Register breaking news

The user view of IT delivery

It would be odd to hear from an IT pro who didn’t have ‘demanding users’, regardless of which decade of business computing we care to examine. However, the nature of the demands and the expectations of today’s users are changing. We could cite popular culture, consumer behaviour, freely available services and the ‘disposable’ …
Martin Atherton, 22 Apr 2010

Capita slurps crashed 2e2's ex-flack-in-chief to bolster sales

Troubled integrator-cum-reseller Capita IT Services (CITS) has hired fallen channel giant 2e2's former sales and marketing director. Ian Thomas rocks up at CITS today as sales boss in a move that was confirmed to staff by managing director Peter Hands. "Ian has a background in travel, telecoms and IT services and spent 14 years …
Paul Kunert, 08 Apr 2013
axe_channel_teaser

Top Brit biz giants love to outsource IT so much, they're gonna do it more

Most UK businesses involved in outsourcing IT are planning to either increase or maintain the current levels to which they outsource, according to a new survey. A survey of more than 230 of highest spending UK businesses on IT by Whitelane Research revealed that more than a third of those businesses are planning to increase the …
OUT-LAW.COM, 07 Aug 2013
server room

Measuring the datacentre as a service

The precise nature of a company's datacentre varies from place to place. In some cases it will simply be a server room in the company's own premises; in others it may be multiple dedicated buildings many miles apart with robust, resilient interlinks. Whichever it is, the metrics or service measurement are the same. The first …
Dave Cartwright, 14 Mar 2011

Capita IT Services staff plan strike over pay this Friday

Unionised Capita IT Services (ITS) workers are staging a one-day strike over pay on Friday. Unite reckons the industrial action could impact customers including Deutsche Bank and Prudential. Negotiations between staff and management have hit the buffers and top brass at the integrator are refusing to get back round the table to …
Paul Kunert, 24 Jul 2013
Parallels log

Cisco takes stake in virtualiser Parallels

Cisco has taken an one per cent equity stake in Parallels, a minor virtualisation software vendor. Best known for desktop virtualisation wares, especially the Parallels desktop for Mac which offers a way to run Windows on Apple PCs, the company also offers a range of data centre virtualisation tools. Most are aimed at service …
Simon Sharwood, 18 Jan 2013

Capita inks another local council deal, pockets £154m

West Sussex County council has awarded Capita a 10-year deal for the outsourcing of various support services, including telecommunications and pension fund administration, worth £154m. According to a notice in the Official Journal of the European Union, Capita, which was named as the council's preferred bidder last month, will …
The Register breaking news

Owning a cloud means learning to love the business

One of the problems with trying to improve things is that not everyone appreciates it. Deploying a private cloud is tantamount to saying that the IT department needs to become a service provider, at least in part. But it also means that the business needs to start acting more like a service consumer. In principle, there is a …
Nathan Coates, 24 Jun 2012
The Register breaking news

Service management: A million jobs or a job with a million parts?

Not so long ago there was the stuff that IT folk did, and there was stuff that non-IT folk did. The business was run by business people, and the IT department was run by IT people. Of course it made sense for the two sides to interact. To the outsider, it may have looked like the IT folk needed some business sense to help them …
Martin Atherton, 21 Sep 2009
SGI logo hardware close-up

Asset management And Service Management

When it comes to providing users with access to the tools and information they require to perform their daily tasks, the notion of service provisioning is usually to be found close to the heart of IT operations. A wide range of new solutions are now available to ‘help’ IT deliver services to users but is the job getting any …
Tony Lock, 07 Apr 2010