To better understand how existing support technologies are meeting the needs of users, IDC surveyed 450 people about their support experiences and preferences at work and on their personal devices. IDC also surveyed 950 support providers for information about their support programs and the technology they use to deliver support.
More and more organizations are using a Shift-Left approach to support, bringing more complex work down to Level 1 and moving more repetitive work to self-service. This approach makes sense from multiple perspectives, including:
Recent years have brought a huge shift in the workplace around mobility. Smartphones and tablets are now essential work tools for employees in many types of organizations and many lines of work. But where do these employees turn when they need help with an app or setting, especially if they use their personal device for work purposes?
A guided support model meets employee expectations and increases IT effectiveness.
Forrester Total Economic Impact (TEI) study found enterprise customers realize 445% ROI with MuleSoft’s Anypoint Platform over three years. Download this report for an analysis of the total value of integration for enterprise customers.
Key customer benefits:
Intent-based networking (IBN) products are now available to intelligently automate many networking tasks, including verification and compliance reviews. IBN can provide the end-to-end view of network policies and behavior needed to verify device configurations and connectivity. IBN has the ability to intelligently reason about network behavior to automate many remediation and testing processes.
IDC’s Business Value research found that Red Hat solutions are far more cost-effective than unpaid infrastructure alternatives. Numerous IDC studies found that subscription-based infrastructure software from Red Hat offers a 3-year return on investment (ROI) of 368% and 32% lower infrastructure costs. Download this executive summary to learn more.
To meet new market opportunities, as well as competitive and regulatory requirements, the software development life cycle has gone through several changes. DevOps methodologies are being adopted to develop and deploy applications at a faster, more sustainable rate. Read this paper to see why we predict:
Application-level visibility is a must-have to ensure strong service quality, end-user experience and performance as well as to reduce security risk. But achieving it is hard. What’s needed are application-aware network packet brokers (NPBs) to reduce the overhead on packet inspection by delivering only relevant data to tools.
Download the EMA report, “Understanding the Value of Application-Aware Network Operations” to learn more about the benefits of true application visibility needed for today’s operations. Download now!
Open source use isn’t risky, but unmanaged use of open source is.
Open source software forms the backbone of nearly every application in every industry. Chances are that includes the applications your company develops as well. If you can’t produce an accurate inventory of the licenses, versions, and patch status of the open source components in your applications, it’s time to assess your open source management policies.
This paper provides insights and recommendations to help organizations and their development and IT teams better manage the open source risk landscape. It covers:
Can you say with confidence that the open source components used in your applications are up-to-date with all crucial patches applied? It’s impossible to patch software when you don’t know you’re using it.
The 2019 OSSRA report offers an in-depth look at the state of open source security, compliance, and code quality risk in commercial software. Based on the anonymized data of over 1,200 audited codebases, this report provides:
Recent years have brought a huge shift in the workplace around mobility. Smartphones and tablets are now essential work tools for employees in many types of organizations and many lines of work. But where do these employees turn when they need help with an app or setting, especially if they use their personal device for work purposes?
A guided support model meets employee expectations and increases IT effectiveness.
In this Aberdeen report we look at how new technologies & evolving consumer expectations are transforming IT support. Organizations primed to deliver innovative solutions and meet the high expectations of customers can expedite support, resolve issues faster, increase productivity, reduce costs, and leave end-users satisfied.
To meet new market opportunities, as well as competitive and regulatory requirements, the software development life cycle has gone through several changes. DevOps methodologies are being adopted to develop and deploy applications at a faster, more sustainable rate. Read this paper to see why we predict:
To meet new market opportunities, as well as competitive and regulatory requirements, the software development life cycle has gone through several changes. DevOps methodologies are being adopted to develop and deploy applications at a faster, more sustainable rate. Read this paper to see why we predict:
This IDC Study takes a look at such a comparison of several Red Hat products including Red Hat Enterprise Linux (including Red Hat Satellite and Red Hat Insights); Red Hat OpenStack, Red Hat OpenShift, and Red Hat Ansible, with community-based alternatives. The cost of deploying, managing and life-cycling these products, both individually and collectively, was considered in comparison to community-based alternatives. In addition, the impact of user productivity — the impact of time to deploy, cost of outages, and related metrics — was considered for these two sets of technologies.