The Record - Issue 18: Autumn 2020

66 www. t e c h n o l o g y r e c o r d . c om “The Covid-19 pandemic has forced organisations around the globe to prioritise their digital transformation strategy. In 2020, the pace of transformation has increased exponentially; it has been a real eye-opener for those companies that hadn’t yet fully embraced a digital strategy. From small businesses to large enterprises and global non- profits, all organisations have been required to quickly implement new ways of doing business. We recognise that our customers want to implement transformative technologies like Microsoft Teams and Windows Virtual Desktop quickly. To help facilitate rapid change for our customers, we designed the Transformation Accelerator Workshop. It is led by a trained executive facilitator and provides actionable outcomes that can be immediately implemented to affect change.” Dan Finn Director of strategic accounts at Synergy Technical Greg Charman Vice president of solutions and services at Kelverion “Automation has become a hot topic in recent months and is a key component of successful digital transformation. We’ve seen an increase in customers who are looking to improve the agility of their IT Service Delivery by automating service requests, enhancing the efficiency of their IT functions and reducing the cost of operations. One of Kelverion’s popular offerings is the Runbook Suite; which is powered by Microsoft’s Azure Automation. The platform has pay as you go pricing and is globally deployable – two factors which are especially important for our customers as we enter the ‘new normal’ post-Covid-19. Driven by an existing Service Desk or the Azure- hosted Kelverion Automation Portal, end users are empowered with an easy-to-use interface to log and manage their own service requests. In turn, these requests are processed with automation, saving valuable man-hours, delivering over 400 per cent return on investment and driving business profitability.” COV E R S TOR Y Rob Doucette Vice president of product management at Martello Technologies “As more businesses move to the cloud to offer greater flexibility to their remote and distributed workforce, IT teams often find themselves lacking insight into the performance of services and applications. This lack of visibility makes it difficult to monitor quality of service to ensure productivity among employees. Complementing Microsoft’s Call Quality Dashboard (CQD) with 24/7 monitoring using a synthetic transaction tool will drive efficiency for IT staff focused on ensuring service quality. These third- party solutions give end-to-end visibility to identify when an issue arises before it can have a business impact on the end-user experience. Organising this data on a single pane of glass solution allows for easy alerting, ensuring the actionable data is sent to the correct person for a faster time to resolution.”