As an analyst on the Current Analysis Business Network and IT Services team, Gary covers Business Telecoms Services for the UK and Ireland, with a particular interest in SME and public sector services. Gary’s responsibilities include updating and maintaining Current Analysis’s competitor assessments for the major telecoms companies operating in the UK and on a Pan-European basis.
Enterprises should work with providers to develop more meaningful KPIs within SLA agreements.
AI technology is enabling predictive fault detection; working with providers will help improve AI performance.
Service level agreements (SLAs) are one of the tech world’s necessary evils and often one of its most ineffective tools. Ideally, no SLAs should be required; enterprises would much rather have the service work than be compensated for its failure. Furthermore, the financial penalty in SLAs is often nowhere close to compensating for the financial loss caused by an outage. GlobalData’s conversations with enterprises have revealed a lack of faith from enterprises in SLAs, with more than one IT manager referring to them as ‘pointless.’
• Enterprises should beware the hype – the metaverse is not a decision that needs to be made this year, if ever
• However, elements of the metaverse are with us now and can offer genuine benefits – e.g., for training or collaboration
The ‘metaverse’ is manna from heaven for tech journalists (and, indeed, analysts!) as it is poorly defined, can be applied to both current technology and fantastical future ideas, and is a concept much loved by technology giants such as Microsoft and Facebook/Meta Platforms Inc. This sort of scenario is true of many new technologies, but the metaverse is a more ethereal and intangible concept than most – to the extent that even its name is meta.
Digital transformation projects should have a clearly targeted business benefit.
Enterprises should challenge providers to offer clear use cases and help them to identify how their businesses can achieve impactful change.
‘Digital transformation’ is a term apparent in the marketing material of almost every service provider and technology vendor in the IT and communications industries. It is, in full honesty, beloved of analysts. In fairness to both, digital transformation is a term that enterprises recognize and one that they use themselves when talking about their IT upgrade cycles – but this does not mean the term is particularly instructive or meaningful. Continue reading “Transformation Without Direction Is Meaningless”→
The range and strength of alternative options to traditional telecoms service providers (SPs) are increasing.
SPs still offer clear differentiators that make them relevant to modern enterprises.
The launch of Amazon Web Services’ (AWS) Cloud WAN proposition is another move by the public cloud giants into what has traditionally been the domain of telecoms service providers (SPs). AWS Cloud WAN is in the same category as Microsoft’s Azure WAN suite of services (particularly Azure Virtual WAN) and builds on AWS’ existing Direct Connect and Transit Connect Gateway products – but this time with a proposition that is specifically designed as a WAN solution (rather than purely cloud access), therefore making it more coherent and easier to manage. Continue reading “Do Service Providers Still Matter?”→
Businesses need to adapt their customer contact models to a world where remote is the default.
AI-powered digital technologies can play a powerful role in improving the customer journey – both independently and in tandem with human agents.
At AT&T’s 2021 Business Summit, GlobalData supported the American telecoms giant in exploring one of the key themes of the event: reimagining the customer journey in a post-COVID, cloud-enabled world. This is a critical challenge for most businesses as the impact of COVID has fundamentally changed the relationship between customers and businesses, as well as the way the two communicate. Continue reading “Digitalizing the Customer Journey”→
Now is the time for businesses to be reassessing their workplace strategies.
Embracing change will bring benefits while resistance risks driving away key talent and younger employees.
The future of work is unknown, but one thing is certain: it will never be the same again. COVID-19 lockdowns have ingrained working from home to an extent that seemed unlikely in the naïve, pre-pandemic days of 2019. The return to the office has slowly begun, but it has been significantly delayed by the impact of new COVID-19 variants. Another factor slowing the return to the office is resistance from employees. This resistance is not necessarily militant, but is founded on a range of factors including freedom from the pressures of commuting, lingering health concerns, and most importantly, the fact that people have been able to do their jobs effectively while working from home. In fact, GlobalData research shows that most companies suffered no negative effects from the implementation of work-from-home (WFH) cultures and processes, and almost half saw a productivity increase. Continue reading “Now Is the Time for Businesses to Define the Future of Work”→
SASE promises the unification of security and network routing policies.
To achieve a SASE methodology, enterprises need to think about both policies and technology.
The COVID-19 crisis has accelerated the move towards cloud/SaaS adoption and work from home (WFH). The crisis has proven that, even with rushed deployments in less than ideal circumstances, both cloud and WFH are efficacious ways of doing business. However, they are not without challenges, and one of the biggest challenges is how to architect and secure networks when dealing with a more distributed IT estate – particularly given the significant increase in cyberattacks that has occurred during the pandemic. Continue reading “SASE for Enterprises in the Post-COVID World”→
Digital acceleration implements short-term tactical changes over longer-term strategic projects.
Digital acceleration is a response to changing customer demands, not just COVID-19.
Digital transformation has been an industry catchphrase for some time now. Its definition is both vague and changeable, but it speaks to using technology to improve internal processes within an enterprise to deliver cost savings and/or improved performance. It encompasses a wide range of technologies including cloud, SD-WAN, collaboration, IoT, 5G, blockchain, AI, and SaaS.
However, there is a new buzz phrase on the block: digital acceleration. So, is there a difference between digital transformation and digital acceleration? The ‘helpful’ answer to that is ‘yes and no.’ The intentions of both digital transformation and digital acceleration are the same, as are the technologies involved. The big difference is in methodology. Continue reading “Digital Acceleration – For When Digital Transformation Is Too Slow”→
Network underlay matters less than it used to, but should not be ignored by enterprises.
Overlay network technologies offer many benefits, but cannot cure all potential network problems.
SD-WAN has seen significant adoption in the enterprise network services market in very little time. The reason is that it allows enterprises to unify previously disparate networks while also delivering increased network management and control, security, and application performance benefits – even over internet connections. One of the ways this is accomplished is by deploying overlay networking technology which combines software control systems and network tunneling techniques that are agnostic of the physical infrastructure over which the data is carried. The reality is that these finer details matter a lot less to enterprises than factors such as reliability, performance, and service/application availability – and rightly so. Continue reading “Should Network Underlay Still Matter to Enterprises?”→