Did HP CEO Meg Whitman discover the New Style of IT?


So it was late Tuesday night when I tuned in to the live stream of the HP Discover 2013 opening address by Kevin Bacon followed by the Meg Whitman keynote (On Demand link at foot of post)

HP state that Software will drive the “New Style of IT” so what were the key new Announcements @ HP Discover 2013?

HAVEn – combines proven technologies from HP Autonomy, HP Vertica Analytics Platform, HP ArcSight and HP Operations Management, as well as key industry initiatives such as Hadoop. LINK to full press release

Recap of some of the highlights from Day 1

where a “boatload of Innovation was announced”

Cloud OS provides the foundation for the common architecture for the HP converged cloud

The HP Moonshot System is like nothing else that exists today. It’s a huge leap forward in infrastructure design that addresses the speed, scale, and specialization needed for a “New Style of IT.”

HP Moonshot web servers are designed and tailored for specific workloads to deliver optimum performance. These low power servers share management, power, cooling, networking, and storage. This architecture is key to achieving 8x efficiency at scale*, and enabling 3x faster innovation cycle.

“With nearly 10 billion devices connected to the internet and predictions for exponential growth, we’ve reached a point where the space, power, and cost demands of traditional technology are no longer sustainable. HP Moonshot marks the beginning of a new style of IT that will change the infrastructure economics and lay the foundation for the next 20 billion devices. ” Meg Whitman

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The Gartner Nexus of Four Forces are generally accepted as the major trends and hence pillars of the “New Style of IT”.

With respect to these four SMAC forces – Social Interaction, Mobility, Analytics and Cloud it is my perception that HP with HAVEn, Vertica and Cloud OS is very much in the game against their recognised competitors.

In addition, the HP Moonshot web servers are an example of hardware innovation and will significantly address the loss in market share from the enterprise PC division.

So to what extent is HP positioned to exploit the shift to the “New Style of IT”?

Well beauty ( style / fashion ) is typically in the eye of the beholder and therefore very much subjective.

I am not really feeling the “New Style of IT” branding especially when the previous brand “Make IT Matter” forgot to add the “To Me”

When Meg Whitman talks about a partner that a client can trust and “We’ve Got Your Back” in her keynote, I must admit I find it difficult to be energised by her presentations. LINK to HP On Demand

Clients and HP Partners expect her to be providing them with the capability to see around the next corner and exploit HP offerings to deliver sustainable value to the Business rather than watching their backs.

The HPQ stock price has been climbing well since the turn of the year so maybe Meg Whitman does have a “Mystic Meg” crystal ball after all.

On a different tack the HP Autonomy booth demonstrated their Aurasma augmented reality mobile app. Here is a very quick peek at the other major star of the show – Iron Man

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Should a summer internship secure a permanent position?


A new video clip was uploaded this week about “The real Google interns’ first week” which is nicely timed as the “The Internship” movie is released this weekend.

Follow five real interns during their first week as Nooglers. Peek inside Google’s Mountain View, California campus. Find out about some of the cool things interns are doing this summer. Hear how they’re trying to have an impact on the world.

The air in Mountain View must be special for the Google Interns to come up with these classic sound bites:

  • I feel Googley.
  • some great advice is to not to be afraid to fail but we want to flip that around a little bit and say don’t be afraid to succeed.
  • Google as a company was attractive to me because they are a tech company that’s been so much more than that. There isn’t a place that Google is not.
  • It’s exciting to work at Google because unlike a lot of software companies, I use Google products every day.
  • One usually expects as a new person to be at the bottom of the knowledge totem pole. The fact that I’m not is an illustration of how much responsibility is given to us as interns across the board.
  • Every intern that I’ve seen come on has just exuded Googliness.
  • If this is what being an intern feels like, I’d love to be an intern for the rest of my life.

I’m Feeling Lucky: The Confessions of Google Employee Number 59

Author = Doug Edwards – LINK


“Douglas Edwards was “Google’s word guy” between 1999 and 2005, responsible for official text and branding. A former journalist with a literature degree, he portrays himself as a rather bemused outsider, indulges in a lot of retrospective office-politics point-scoring.” Steven Poole – The Guardian

A Noogler is a new Google employee and the term was coined by Doug Edwards.

Summer internship at Amazon

Sloan DuRoss, Foster School of Business MBA 2013 

For his internship, he wanted to test himself in a large company, and a position at giant online retailer Amazon.com fit the bill. He discovered that his experience and the knowledge he had picked up in the program made for a good fit at Amazon, where he plans to return after graduation.

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So what is the arrangement?  An intern gains supervised practical job experience and effectively has an opportunity to “try out the role” before making a job commitment.

Taking this path is a realistic option for those that have the “Bank of Mum and Dad” providing financial support as these roles are typically unpaid.

To what extent should an intern choose a Multi National Company like Google, Amazon versus a small start-up with better opportunities to secure future jobs?

On a different tack, the last time I saw anything like the colourful Noogler caps was years ago in a Conference Room Pilot which is effectively a walkthrough of one or more client SAP Business Processes where participants wear different coloured caps to signify their specific roles. I thought the concept was CR(a)P at the time.

So you have been waiting patiently. Here is “The Internships” official trailer

“Billy (Vince Vaughn) and Nick (Owen Wilson) are salesmen whose careers have been torpedoed by the digital world. Trying to prove they are not obsolete, they defy the odds by talking their way into a coveted internship at Google, along with a battalion of brilliant college students. But, gaining entrance to this utopia is only half the battle. Now they must compete with a group of the nation’s most elite, tech-savvy geniuses to prove that necessity really is the mother of re-invention”.

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All Things Digital 11 – what is the future for TV?


“Since its debut in 2003, The Wall Street Journal’s D: All Things Digital conference has been breaking news, highlighting innovation, and bringing you straight-up, unvarnished conversations with the most influential figures in media and technology.

D is different from other conferences: no canned speeches, no marketing pitches, and no bull. Instead, creators and executive producers Walt Mossberg and Kara Swisher put the industry’s top players to the test during unscripted conversations about the impact digital technology will have on our lives now and in the future. The results are unprecedented glimpses into the ideas and strategies of the industry’s most creative thinkers”.

Tim Cook – there is a grand vision for the Apple TV product

(Poor sound quality therefore you will need to increase volume)

Fanhattan Set Top – Friday Evening Product

Gilles BianRosa, Co-Founder and CEO of Fanhattan, showed off the company’s upcoming FanTV set top box which is a sleek TV controller with more than 200 sensors, but no buttons.

The hardware device is designed to combine traditional cable programming and online streaming services into a single unified interface.

The set top device will not be sold directly to consumers. Instead Fanhattan is in the process of negotiating deals with cable and satellite TV providers.

The battle for the living room is lost

“Our TV watching habits have evolved. The television screen is no longer the only screen in our living rooms. Laptops, smartphones and tablets have invaded the living room and are bidding for our precious attention. But in 2013, the battle for the living room will not consist of competing devices aimed at replacing the TV screen. Rather, the challenge for TV publishers and advertisers will be to unite these screens into a complementary experience”. Chris Ferrel & Caitlin Mitchell – LINK

The Battle for the Living Room Is Over — The War for the Consumer Is On

“We are rapidly iterating devices to simply be powerful screens connected to the Internet, connected to clouds. The main question for a consumer will soon be, “Which size screen will I use in the car? On the train? In rooms in my house?” That answer will be driven by which hardware vendors have aggregated the best services for consumers, coupled with a compelling user interface (UI), frictionless commerce opportunities and social and communications layers built in.

The reality today is that consumers can do nearly the exact same things on a device with a 4-inch, 8-inch, 12-inch, 15-inch or 20-inch screen. There will naturally be some functions that will be more appropriate on one screen size over another, but interchangeability is already here”.

P.J. McNealy, Founder, Digital World Research – LINK

WDGLL specs

So it looks like the battle for the living room is over and industry commentators have named this as the “post TV era” period in the same way that we are now in the post PC era. Family members use their tablets and smartphones to follow Twitter hashtags and join the real-time dialogue.

For quality content [HBO, AMC] that people want to watch who will endure traditional broadcasters or the likes of Hulu, Netflix?

For me it is not about how people watch it is about what content they watch on the device of their choosing be it from the couch or on the go.

My money is on Dick Costolo and his plans for Twitter to create a much more engaging experiences for users.

The market will decide if this is the best strategy as they value the company when it goes public next year.

Dick Costolo CEO Twitter

“We’ve recognized that Twitter is the second screen for TV, and TV is more fun with Twitter”.

“Twitter is the social soundtrack for TV.”

“We are trying to create a much more engaging experiences for users”

“we are trying to build a global town square – public, real-time, conversational, widely distributed”

Dick Costolo at D11 : Why Twitter Loves TV – Video Link

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UK Silicon Roundabout is showcased at Digital Shoreditch

Who are the entrepreneurs of Silicon Roundabout?

Benjamin Soutworth deputy CEO of TCIO, a public body that was set up to help grow and promote Tech City says “Equally, one of Tech City’s strengths is the interplay between what people have historically called ‘creative’ and ‘technical’ industries. We at Tech City believe that these distinctions are less relevant in an increasingly integrated world.”

“tech should not be siloed into being only one thing”. He says: “At Tech City, our focus is to nurture, support, and celebrate the development of entrepreneurs, the go-getters and business builders determined to strike out and succeed on their own.”


Digital Shoreditch celebrates the outstanding creative, technical and entrepreneurial talent of Tech City. The Digital Shoreditch festival explores the many companies and organisations that make Tech City what it is. Focusing on developing new ways to exploit the potential for growing global engagement and improving our digital economy and society.

London and in particular East London is fast becoming a global focal point for new startups and forward thinking tech-based organisations. If we can define it, we can encourage the area’s reputation within the tech communities as an emerging hotbed of innovative and entrepreneurial spirit.

Rory Sutherland on Digital Shoreditch

“Most marketing information previously was attitudinal data not behavioural data finally what we’re starting to see is some very surprising revelations about how people make choices, how people establish preferences and how you can influence behaviour whether at an unconscious or conscious level.”

Keynote speech – “The digital world with the data it produces and the behaviors it evokes has become a sort of galapagos islands”

Monetisation Strategies

WDGLL specs

Tech City is expanding away from the Silicon Roundabout and now reaches as far as the new Kings Cross development to the North, Farringdon to the west and Tech City East out to Stratford in order to reuse the legacy from the Olympics. All points south are restricted by the high office rents of the financial district which starts from Finsbury Square, Moorgate.

In terms of highly skilled resources, London has always been the “go to” destination, however what has changed is that fresh talent are not incentivised to work for a top tier investment bank or high end law firm. These resources have tremendous intellectual firepower which is now channelled to creating and sustaining their own business rather than become stuck in company man/woman or wage slave default mode.

The area has all the ingredients such that when the tech and creative forces collide there will be a new brand of innovation that puts London at the centre of the new digital world map.

Final word from Kam Star, founder of Digital Shoreditch and Chief Play Officer for Playgen, gives his view on how universities can support entrepreneurship and job creation.


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ServiceNow says that this is the end of No and the beginning of Now

knowledge13“Knowledge13 is where IT transformation takes the world stage.  This conference is about knowledge consumption.  From CIOs to system admins, our users have an insatiable appetite for learning how to do more with ServiceNow,” said Beth White, chief marketing officer, ServiceNow.

“Attendees learn IT transformation strategies from real experts.   This event is not full of vendor and analyst puff – 90 percent of the content at Knowledge13 will be delivered by people who have actually implemented and are using ServiceNow to successfully transform the service delivery experience within their companies.”

ServiceNow president and CEO Frank Slootman is ranked at #19 in the Silicon Valley 100 which is Business Insider’s authoritative compilation of the people who did the coolest things in Silicon Valley this year.

This is the end of No and the beginning of Now


Opening Keynote address – very long replay.  Nuggets signposted:

The number of ServiceNow employees has increased by 57% in the last year (1269 vs 729)

04:20 – To IT, For IT, Thru IT

06:02 the end of No and the beginning of Now videoclip

10:00 the department of No & 14:04 IT ranking down there with the legal department

13:02 IT is the new manufacturer and our footprint has grown inside the Business

19:45 ERP for IT and a Single System of Record

25:30 Service Experience – what’s it like to do business with IT?

33:15 businesses are over staffed and under automated

33:45 most of the work we do is Message Centric business processes e.g. talk, email etc. which are not structured, not defined or automated

36:15 the future of IT is going to be the management of Service Relationships

38:40 Three vectors of Transformation = Consolidate, Consumerize and Automate:

    • Consolidate enables a single system of record
    • Consumerize the service experience
    • Extraordinary opportunity to Automate

39:00 Transform IT Now videoclip

41:40 Enterprise IT Now videoclip

Fred Luddy – Founder and Chief Product Officer

“ServiceNow announced enhanced mobile capabilities that provide IT with the ability to view and interact with their work anytime, anywhere.  The new mobile features require no additional configuration, customization and implementation changes”

“ServiceNow for iPad is a key innovation in enabling our customers to execute on their enterprise mobility strategy,” said Fred Luddy, founder and chief product officer, ServiceNow.  “As mobile devices continue to proliferate in the enterprise, they will become the primary device for users.  ServiceNow will increasingly add new features and functionality to further help our customers improve service delivery and transform enterprise IT.”

02:20 Announced the ability to run all our applications on the iPad and 08:08 first step to a totally mobile app. Native IOS app will be faster and have a better user interface.

04:40 system is able to remember what you repetitively do as a user and will create a shortcut

05:35 good artists copy and great artists steal – take and reformulate for the problems you are trying to solve

09:25 we want to streamline process / workflow as much as possible.  If we can get a Change Manager to approve 5 changes from their mobile phone they will be much more productive

10:55 Service Relationship Management reference

Importantly – Don’t try and sell Service Management and Automation investment based on ITIL process adoption

Be the automator not the automated

WDGLL specs

Service Management & Automation will enable providers to deliver Service @ Speed

Frank Slootman said that the tools of this major change are workflow and associated management automation technologies and, of course, the streamlined business processes they mandate. “The impact of moving from E-mail & Excel to a record workflow system on organizational efficiency is tremendous”

The citizen developer concept is all well and good however clients will want a partner who can build and implement business process customisations.

It is not about the end of No and the beginning of Now it is about the beginning of a New era for IT Service Management practices with ServiceNow stating that IT is going to be the experts in defining, structuring and automating service relationships.

To repeat – the future of IT is going to be the management of Service Relationships.

ServiceNow went public last year with stock symbol NOW and it is interesting that one of their competitors BMC is going back to being a private company this month.

“We believe that ServiceNow’s current valuation is reflective of a temporary frenzy..” Seeking Alpha LINK

My observation is that the Gartner term “Peak of Inflated Expectations” – [a frenzy of publicity typically generates over-enthusiasm and unrealistic expectations] may apply.

ServiceNow has experienced a significant increase in headcount.  To what extent are these new joiners Marketing and Account Managers priming the pump?

As a public company the focus is on quarterly revenue and profit. It will be tough to sustain the Q1 2013 results -revenues of $85.9 million, an increase of 81% compared to the first quarter of 2012, and an increase of 14% from the fourth quarter of 2012

In closing, I am a luddite in that if Fred Luddy were to cash in his shares / stock options then what would be the impact on the ServiceNow share price and strength of client relationships?


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Forrester says perpetually connected customers demand Service @ Speed


The Forrester Forum event was held in Washington DC earlier this week and Forrester Research Chairman and CEO George Colony delivered the opening presentation on “The Business Demands Of The Perpetually Connected”.

So what is the Forrester Point of View?

Mobile Mind Shift

Josh Bernoff is senior vice president, idea development at Forrester Research and is responsible for identifying, developing, and promoting some of the company’s most influential and forward-looking ideas. Josh is the coauthor of the Business Week best-selling book Groundswell: Winning in a World Transformed by Social Technologies, a comprehensive analysis of corporate strategy for dealing with social technologies.

“adaptors, immersers and perpetuals form the top twenty two percent of consumers. These consumers typically young well-educated they have relatively high incomes and they spend the most money online”

Meet The Perpetually Connected Customer

How will the perpetually connected customer affect your competitive strategy?

What is the new role of technology is in our perpetually connected world?

“It is a change from looking for things to having those things made available to you whenever you want”

“it will accelerate every interaction and it will transform every relationship”

Serving The Perpetually Connected Customer

“Melissa Parris is a research director and principal analyst serving Marketing Leadership Professionals. As Forrester’s leading authority on mobile marketing, she has defined the stages of mobile marketing evolution, the best objectives for mobile marketing, and the always addressable customer”.

“what is interesting is that there are some specific circumstances where perpetually connected customers are willing to give you information about themselves so they tell us that they will reveal personal information to you in exchange for things like faster and better customer service

the perpetually connected customer really expect higher quality faster service they value experiences that save them time hassle and money

you really have no choice uh… this is your new mission you need to shorten the distance between what more perpetually connected customers want and what they get and you do this through utility based experiences”



Melissa Parris

Devices are proliferating, and we’ve all seen the data to prove it: More than half of US consumers now own smartphones, and nearly 20% own a tablet. And it’s not just device ownership that’s increasing. As we’ve been talking about for the past year, people are now connected to each other, to places, to things, and to brands more often and from more locations than ever before.

Increasingly, going online isn’t something we do. It’s something we are. Instant access to information and services isn’t just convenient — it’s how we live our lives. And it’s changing our desires, our needs, our demands, and our expectations. It’s changing how we experience the world.

As more and more of us become perpetually connected and the level of our connectedness deepens, these changes will come more rapidly and be more transformational so that soon people will:

  • Expect personal information of all kinds — financial accounts, health records, our kids’ school transcripts and extra-curricular activities, salon appointments, frequent-flier status, etc. — to be accessible from any device, in a specific device-friendly way, and in some cases to find us before we go looking for it.
  • Want objects and products to cooperatively predict what we’ll need, learn our preferences, and make us an offer to fulfill that need as quickly and cost-effectively as possible.
  • Lose the ability to manage our own calendars and agendas as we’re reminded, notified, alerted, and otherwise kept on track with anything that has deadlines whether they’re self-imposed or set by others.
  • Get lazy about keeping others up-to-date about our own changing circumstances as applications work together to anticipate and notice changes in our lives, schedules, and habits and spread the word and fix discrepancies without our having to ask or act.
  • Become increasingly impatient with longer lines, wait times, and delays as instant digital delivery of products and services become the norm.
  • Be constantly connected to those we care about through digital mechanisms that feel increasingly real, both emotionally and physically.

Make no mistake: This is not a shift that will affect a single budget, process, or department in your company. Failure to adapt to these new market conditions will result in a drop of profits at best and, at worst, will make your company irrelevant, erode your customer base, and ultimately force you to close your doors for good. Businesses that want to be successful in the world created by the perpetually connected will have to:

  • Overhaul their technology — all of it. From consumer-facing digital products, services, and enhancement or support for existing products to the technology all employees are equipped with to in-store technology to the sales process and delivery chain, technology will be the way to keep the business humming at the speed expected in the perpetually-connected world.
  • Hire people across the company who understand how digital interactivity affects their business role.
  • Evolve internal processes to incorporate new talent and technology in the most effective and efficient ways possible.
  • Restructure departments to implement these new processes in the smartest ways.
  • Rethink how and what they forecast, measure, and budget for.
  • Retrain their employees not just on these new processes and how to use the technology at their disposal but also on the speed and kind of service the new customer demands, whether that service is being delivered digitally, on the phone, or in person.

WDGLL specs

The requirements of the perpetually connected customers and their increasing service expectations reflect the new normal for any form of service provider who must deliver Service @ Speed

Leading IT Service Management thinkers have adopted terms like Outside In and itsmgoodness however Service @ Speed may become the new call to action for our industry.

Service providers will need to figure out how they become not optional in this new paradigm.

You can bet the bank that Service @ Speed will require more than just applying a go fast decal to your Ford.

Becoming Essential After the Mobile Mind Shift

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Navigating the Digital Storm @ TMF Forum expo


TM Forum, the global industry association with over 900 member companies from across the digital services ecosystem, is focused on removing roadblocks to delivering and operating all types of digital services, and supporting a vibrant open digital economy.

TM Forum announced that its newly formed Open Digital Steering Group has now expanded to include 11 of the world’s largest service and solution providers, including Accenture, China Mobile Communications Corp., France Telecom-Orange, Huawei, IBM, Microsoft Corp., Oracle, Telecom Italia, Telefónica Digital, Telstra and Vodafone.

In London, TM Forum brought the group’s members and other industry leaders together for a rapid collaboration-style ‘Hot House’ meeting where 35 participants from more than 20 companies took part in intensive collaboration to solve some of the most pressing industry challenges related specifically to digital services delivery.

Over two days, the group set in motion plans to deliver early versions of the following tools in time for TM Forum’s flagship conference and expo, Management World 2013 in Nice, France:

  • A digital services reference architecture to enable the standardized design of the critical architectural elements for the enablement of digital services
  • Outlines of critical Application Programming Interfaces (APIs) needed for the end to end management of key capabilities, such as identity, payment, balance checking, charging and billing and more
  • Definitions of B2B2X business models and their impact on service provider IT and operations to facilitate building rapid partnerships in the digital ecosystem, both for communications and other types of digital service providers such as cloud, content and information providers

Nik Willetts, TM Forum Chief Strategy Officer

“A lot of innovation is happening in the East”

“As growth of the digital economy continue to accelerate, the Forum’s Digital Services Initiative is putting a stake in the ground to solve the challenges of a vibrant, open digital ecosystem, and giving our members the tools to thrive in the digital world,” said Nik Willetts, chief strategy officer, TM Forum. “Based on the success of recent meetings, we plan to introduce a wide range of agile collaborative formats throughout the Forum’s R&D program to create a fast-paced development environment that can keep pace with the world’s largest digital services companies.”


TM Forum’s Digital Services Initiative focuses on overcoming the end-to-end management challenges of complex digital services, enabling an open, vibrant digital economy.

There are five core principles of the Initiative:

OPEN – Enable a vibrant open digital services ecosystem

The Forum’s Digital Services Initiative aims to accelerate the transparency, efficiency and agility needed to enable the next wave of enterprise-grade digital services.

With global presence, the Initiative will bring together the world’s largest enterprises, digital service providers and suppliers from multiple industries, to overcome the common end-to-end business and service management challenges of enterprise-class digital services.

Enabling an open ecosystem, the Initiative will provide a safe-harbour for collaboration among prospective partners, overcoming common challenges while protecting competitive differentiation

INFORM – Provide market intelligence and insight

Clear, concise and impartial information is critical to a successful digital services strategy. That’s why we offer our members a comprehensive set of research, analysis, news and informed opinion to help you keep track of the market.

Insights Research Reports

A series of research reports focused on emerging enterprise digital services market and examining the associated service management challenges and emerging issues. See the latest Insights reports.

Digital Life

Launching in December 2012, Digital Life is a new annual publication that puts the digital services market under the microscope. Featuring primary research with leading service providers around the world, Digital Life combines industry research with expert analysis. Click here if you’d like to be informed when Digital Life is released.

Digital Services Channel

In a world of information overload, the Digital Services Channel offers all the news, analysis and independent opinion you need to keep track of the digital services market. Click here to visit and subscribe today.

INNOVATE – Support rapid and successful innovation.

The Forum has a long history of providing the ecosystem for enterprises, service providers and suppliers to develop, and bring creative and innovative solutions to market.

The Digital world requires a new level of disruptive thinking, and that’s why we’ve launched a series of new programs designed to bring innovative ideas to life.

Innovation Accelerator

This program is designed to bring together small innovative companies, innovation labs, investors and customers to showcase innovation. The program helps disruptive thinkers get to market faster, partner effectively, find customers and build a lasting brand. Learn more

Digital Services Catalysts

Digital Services Catalysts address critical common challenges standing in the way of a vibrant, open digital economy. Many of the Catalysts at our forthcoming Management World conference focus on the opportunities in the digital services economy. Learn more

ACCELERATE – Enable efficient and effective Service Delivery

Building on TM Forum’s considerable assets and experience in complex service management, we’re developing tools and best practices to help our members overcome management challenges associated with delivering enterprise-class digital services.

Multi-Cloud Management

The first set of guidelines and tools will help business managers and developers overcome the challenge of monitoring and managing service quality for enterprise grade digital services delivered in a multi-cloud environment. Learn more

OPTIMIZE – Automate and optimize with tools and best practices

Finally, we focus on driving optimization and efficiency of digital services as they scale both within your own business and at points of touch with your partners. As value chains mature and become more competitive, the ability to automate and deliver services and maintain a healthy margin becomes key to future growth.

Montgomery “Monte” Hong

Extract from his TMF Perspectives 2013 yearbook article


Game changing technologies will unlock potential growth in communications

“It is the framework which changes with each new technology and not just the picture within the frame,” said Marshall McLuhan, a Canadian philosopher of communication theory.

For the communications industry, in particular, the environment has certainly evolved and will continue to do so. Few could predict that communications service providers would contend with a global economic crisis, only to face new opportunities and challenges that transcend the more obvious ones, such as mobility.

Today’s technology trends are hitting at the core of service providers’ ability to recognize and quickly address opportunities, and drive growth generated by some of the most promising trends.

Several challenges communications service providers faced last year are enduring into 2013. For example, average revenue per user will continue to decline and non-traditional competitors to rise.

Inexpensive or free text messaging, low-cost voice, data and media bundles, and the proliferation of all sorts of devices – from phones, to gaming consoles, to health monitors – will continue to tax network capacity and its management. New research1 found that more than half the people who aren’t using the mobile Internet now are thinking of doing so in the near future.

Simultaneously, providers’ enterprise customers are still shifting voice traffic onto data networks, and adopting fixed mobile convergence technologies to create a seamless mobile experience.

There are some key, ‘game-changing’ technology trends that will affect the communications industry over the next three to four years. As a result, providers should:

Keep an eye on context- based services. Imagine a scenario where a provider identifies roaming subscribers and offers them special promotions on travel, accommodation and other helpful services in the city where they’ve just arrived.

To be players in this arena, providers should gather and use specific contextual information – shopping environment, location, social context, usage patterns and shopping preferences – and embrace new sources such as geographical location, time of day and information from social platforms, while balancing convenience with privacy laws and customers’ privacy expectations.

Embrace and manage big data. As customers interact via voice, email, instant messaging and social platforms, and new devices proliferate, data demands continue to grow.

Providers have started to harmonize network operations across technology and service functions. For example, for ‘quadruple play’, customers with voice, video, media and data services, the rating portion of the billing application needs different rules to combine different data types to properly bill subscribers.

Kenya’s Safaricom’s mobile banking operation, M-PESA, integrates services such as remote money transfer, cash deposits and withdrawals and billing services for utilities. Clearly, ‘industrialized’ data management will be required, and data governance teams will be needed to sort out the data sprawl, create new architectures, data policies, interfaces, validation, and management.

The problem is not the absence of enough data, but the absence of the right data, and how quickly it can be utilized to make real-time decisions that can impact infrastructure investments, service management, network policies and premium offerings”.

WDGLL specs

The TM Forum industry association is the exemplar of collaboration between peers who come together physically at one of the six Management World events across the globe to fix real business problems. It is a not for profit organisation so these events are not vendor led as in the typical expo.  

How is this different? well this ethos is brought to life through a series of initiatives such as described below:

“Rapid Technology Innovation Catalyst Projects Demonstrated at Management World

TM Forum’s Catalysts feature service providers and other end users as project “champions” — guiding collaborative vendor teams to bring innovative, not-seen-anywhere-else ideas and solutions to life.

This year’s projects cover key business issues including digital services, cloud, cyber security, customer experience and revenue management.

These projects can be seen live at Management World 2013 in The Hub – your one stop shop for innovative demonstrations and everything TM Forum located on the 3rd floor of the Acropolis”.

I will leave the last word to Martin Creaner the TM Forum CEO

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