Archive | Posts RSS for this section

The Retail Engagement

retail-service-2-768x2561

Given the recent turbulence in Retail it’s difficult to imagine a company that is not looking at strategies and ways to improve on its decline. A big part of these strategies involves looking at ways to improve employee engagement.

Improving employee retention for example is a common topic in this sector, high staff turnover is somewhat expected in retail, and for some companies its considered to be a positive signal. Attrition can help cycle unmotivated, unproductive employees out of companies, and voluntary turnover from more driven employees often results with them finding the company that works for them.

However, some studies and statistics indicate that global turnover in this sector found retail had the second highest turnover rate of all industries at 13%, topping the worldwide average of 10% for turnover. [1]

Some of these statistics point to possible causes for these high numbers of turnover. A lack of professional development, inability to advance within role and company. Receiving limited to no training are common factors in this sector.

[1] https://business.linkedin.com/talent-solutions/blog/trends-and-research/2018/the-3-industries-with-the-highest-turnover-rates

Hard to Reach

First line workers are at the heart of the retail experience but sadly they are often the forgotten employees when it comes to communication and collaboration technology.

They are considered too hard to reach compared to their office counterparts. It is quite common practice not to issue company email addresses for instance, which means they often miss out on important communications that relay key company information and goals.

This is a basic need that helps give meaning and objective to their daily work. It’s quite common for communications of this nature to be given second hand by their management. Who relay this information face-to-face, or via more traditional paper/notice boards. Given that first line workers are typically ignored by these communications, it’s often found that they know very little about what their company stands for and how it might differentiate from its competitors.

When it comes to matters of people management, research and real-world scenarios have shown repeatedly that the companies who rise above the competition are those that place value in employee engagement and consider the overall experience ensuring that all its employees are included.

shutterstock_77274865

Retailers need to examine how to best support their front-line workers, they must carefully consider all the factors that drive employee engagement. It’s essential that they feel considered and included. Empower these employees with the right tools that allow them to receive company communications and messaging, let them feel part of the company and connected to all.

The speed and coverage of communication needs to improve. Decisions need to be relayed to the stores immediately with live communication or within minutes with recorded communications. This speed in deployment can be an immense competitive advantage.

The importance of having an employee communication strategy for the modern retail environment really matters. However, it’s also key to get the right medium, the rise of video usage for employee communication cannot be stressed enough. Industry research finds viewers retain 95% of a message when they watch it in a video compared to 10% when reading it in text.

Allowing your employees to see key messages from its executives and leaders on what is happening within the company is extremely powerful. They get to hear the passion and commitment first hand. This is the modern employee communications way. It goes a long way toward building your brand and meeting your goals.

It’s hard to point at any single factor for the issues faced by the Retail sector. However a key part of the future puts the first line workers front and center in the competition for consumer spend. The question now is who will best prepare their staff for this challenge. The answer starts with improving your employee experience.

 

 

Reuse, recycle, repeat: maximising the value of existing IT assets reduces cost and complexity

Alex_Dodd_v2-02

Whether it’s plastic containers or software licences, we all need to find ways to make the most of the resources we already have.

A new business requirement shouldn’t automatically trigger a new IT investment. This is particularly true within the networking and security arena where costs and complexity increase with every new purchase.

Instead of constantly expanding the security management portfolio, organisations need to start thinking about rationalising and integrating it. According to Cisco, 82% of companies want an integrated security portfolio but very few are achieving it.

Computacenter and Cisco are working together to help change this. As more IT providers move to an evergreen world with rolling releases and bundled packages, it’s getting harder for CIOs and their teams to stay up to date. As a result, features are not used, integrations are not leveraged, and opportunities are not exploited.

Making the switch

Let’s take an example. The Cisco Digital Network Architecture (DNA) subscription provides organisations with a new way of purchasing Cisco Catalyst 9K switches, which form the foundation of the modern intent-based network. But there’s a lot more to the software subscription than just the switches. And these added extras can make all the difference to the efficacy of security and networking operations in a digital age.

As well as providing organisation with access to software-driven rather than hardware-centric switches, the premier subscription also includes tools for managing security policies, detecting security threats, automating processes, configuring networks and generating actionable insights.

It’s hardly surprising then that the Catalyst 9K switches have been one of the fastest-selling new products in Cisco’s history: more than 1,100 customers signed up in the first quarter of availability. Eventually, it will become the standard platform for intent-based networking.

Although organisations have been quick to onboard the switches, the supporting software is still being under-utilised. As a result, CIOs often unnecessarily invest in additional point solutions or continue to use legacy tools that are no longer fit for purpose. They will also be missing out on the latest threat intelligence; the Catalyst 9K premier subscription enables CIOs to leverage the full power of Cisco Talos, which helps to protects people, data, and infrastructure assets.

Unlocking greater value

Computacenter has access to 10 Customer Success Managers – many of whom are Cisco Certified Internetwork Experts – who help organisations unlock the full potential of their technology investments.

We work with CIOs and their teams to drive greater value and enable business success. We share knowledge. We pinpoint existing resources that could be leveraged more effectively. We organise demonstrations and proof of concepts. And we flag potential new investments and integrations.

The shift to evergreen solutions and software subscriptions involves operational, cultural and financial change. Adapting to this new landscape while also delivering digital initiatives is a big ask for already stretched IT teams. But the quicker organisations can adapt, the quicker they can leverage the benefits.

Instead of fulfilling new requirements with new purchases, organisations will become accustomed to checking their existing IT entitlements and assets first. This will not only save money but also prevent the IT landscape from becoming even more cluttered. Maximising what we have today makes for a better tomorrow.

Alex_Dodd_v2-01

Stay in the security picture and avoid the ransomware revival

Everyone loves a sequel – just look at how well the latest Toy Story instalment is performing at the box offices. But there’s one sequel that we could all do without: Ransomware 2. It’s back, and like the best horror movie villains, it’s nastier and bolder than ever before.

Ransomware 2 has already claimed a number of high-profile victims. At the end of June, two US cities paid around $500,000 each to get files and data unlocked following successful attacks. The bill for Norsk Hydro, a global aluminium producer, was even higher. It didn’t pay the ransom, but it still paid the price.

The entire workforce had to resort to pen and paper when ransomware took hold across 22,000 computers in 40 different countries – Norsk Hydro is still recovering nearly three months later. On average, a ransomware attack results in seven days of downtime.

Although the Norsk Hydro’s tough stance has boosted its reputation; it’s also damaged its bottom line – the cost of the attack has already topped £45 million. The company is not the first to end up with a multi-million dollar bill: the Baltimore City government was hit with a massive ransomware attack that left it crippled for over a month, with a loss value of more than $18 million.

The resurgence of ransomware is not surprising – it’s a proven business model and a repeatable one. It works not only at an enterprise level but a personal level too. Individuals can be just as willing to pay a ransom to unlock personal data, such as family photos and financial files, if they are the targeted by an attack.

So how do you avoid joining the ransomware ranks? Although ransomware is powered by malicious software, it still needs human interaction to succeed. Just one click on a spam email or an infected ad is all it needs for a ransomware attack to be initiated. Even a visit to a legitimate website can land you in trouble, if the site is infected with code installed to redirect users to a malicious website.

Better user education can help prevent ransomware being unleashed – whether it’s on a home device or a business computer – but it will never completely eliminate the risk. So organisations need to be ready to fight back when the ransomware ball starts rolling, which means they need robust protection from the DNS layer to the email and the endpoint.

Blocking spam and phishing emails along with malicious attachments and URLs is an important first step. But the need to balance employee flexibility with IT security means the net can never be fully closed.

Even if someone clicks on a malicious link or file, organisations can still supress an attack. If ransomware can’t connect back to the mothership, it can’t be activated.

With thousands of DNS requests being initiated across an enterprise every day, detecting which ones are genuine and which are malicious requires highly sophisticated technology. Instead of proxying all web traffic, intelligent ransomware defence solutions will route requests to risky domains for deeper URL and file inspection. They will also be able to draw  on contextual security to identify unusual and potentially unsafe requests from individual endpoints.

These insights enable IT teams to make quick risk judgements that block threats without blocking genuine business activity. With new risks emerging all the time, ransomware defence solutions need to receive constant updates on the latest sources of malicious content.

If the call back to a command and control server is successful, there are still ways to contain a ransomware attack before it proliferates across an entire organisation. For example, dynamic segmentation can prevent ransomware from travelling across the network – helping to avoid a full-scale outage as experienced by Norsk Hydro.

By taking a layered approach to security, organisations and individuals can mount multiple defences against ransomware whether it’s launched via the web or email. And they will need every one of these defences because Ransomware 2 looks like it’s going to be a blockbuster. Ransomware damages are predicted to reach $11.5 billion in 2019.

Stay safe until next time.

Colin Williams

Business Line CTO Computacenter UK – Networking and Security

https://www.coveware.com/blog/2019/4/15/ransom-amounts-rise-90-in-q1-as-ryuk-ransomware-increases

https://cybersecurityventures.com/ransomware-damage-report-2017-part-2/

IT modernisation is just what the doctor ordered

Chris Price, Computacenter’s Public Sector Director, explores how the NHS can deliver better outcomes by adopting new technologies and digital processes

I recently used an online company to do a finger-prick blood test instead of going to see an NHS phlebotomist and was amazed by the speed and ease of the service. It’s a good illustration of how the NHS could – and should – be evolving to improve the patient experience.

The potential for transformation in the healthcare sector is huge: patients want it, frontline staff want it, and NHS leaders want it. Health Secretary Matt Hancock is a real technology advocate and aims to make the NHS the most cutting-edge in the world. And a Computacenter survey of more than 100 IT professionals across NHS trusts backs this up. The demand for new technology is high, with a wide-ranging wish list: for example 30% of respondents want to implement tablet devices in the next 12 months, providing technology at the point of patient care.

But implementing and transforming technology needs financial resources – with many trusts claiming that budget constraints are the prime reason for their inability to upgrade ageing IT infrastructure.

With the current political turmoil, it is likely that modernisation of the NHS will take a back seat. But we can’t afford to neglect this: to deliver better patient outcomes and value for money, we have to push the digital roadmap forward. Computacenter is playing its part by working with NHS Digital and individual trusts to not only accelerate the adoption of new technologies but also to maximise benefits realisation.

Investing in the future

Greater digitalisation will require new skills, new processes, and new policies. Navigating this new landscape will not be easy: as well as highlighting a lack of budget and resources, our survey revealed that some IT system upgrades are not pursued as they are just too complicated.

Security will be a key priority – both at a national and a local level – as healthcare data becomes digital. As part of our work with NHS Digital, we have deployed a network analytics solution that will help to identify patterns of potential threats across the NHS Digital Health and Social Care Network.

NHS organisations will need to develop new skills to aid the implementation, optimisation and management of these and other new technologies.

At Computacenter, we are committed to investing in future talent both within our business and beyond. Each year we employ in excess of 100 young people across a number of different technical and business programmes to give them a springboard into a career in the tech industry. We also promote school and university outreach to show students the opportunities that can arise from working with technology. We are delighted that these efforts have been recognised; Computacenter recently won an award for the best medium-sized organisation’s undergraduate industrial placement programme.

The transformation of NHS IT is critical to the future of healthcare delivery and enabling a more preventative approach: modernising IT is the top priority in 2019 for our survey respondents. The government has already recognised the importance of technology and now is the time to step up its commitment.

The NHS faces unprecedented financial and operational challenges, and patient care is suffering despite the determined efforts of frontline staff. We want to help the NHS with its needs of today and also prepare it for the digital opportunities of tomorrow.

When it comes to health, a better experience is important for all of us: the quicker patients and clinicians receive information, the quicker they can take action to improve wellbeing. Receiving that blood test result so promptly meant I could make more informed decisions and catch any small health issues before they become big health issues. With the right technology, this can all be done in my time and without consuming valuable resources at the local GP surgery!

Find out more about Computacenter’s work in the public sector.

Why Data Ps are More Important that Data Vs

 

We’ve all seen the graphs showing data growing exponentially, and how much data has been created in the last two years, and how much data we are all going to create in the future, so it’s natural that we talk about the Volume (V1) of data.

Then, there is numerous sources of data, all different that we are having to deal with, our next accepted fact is that the is a large Variety (V2) of data coming in.

Next, we talk about the speed of data creation, the Velocity (V3), with new sources comes a new generation of data sources, presenting an ever-increasing problem for vendors and customers alike.

Also, multiple disparate sources of data lead to a Variance (V4) in quality and data types , in turn leading to further problems for staff.

However, the most important V is Value, the value quality data can bring to a business, the competitive advantage it bestows, and the ability to change the entire business direction.

Bad Data Cropped

We hear ‘Data is the New Oil’; it’s not a view I subscribe to. As oil needs to be refined and treated properly to become of use, so data must be treated properly to deliver true business value. Which is why I believe the Ps of data are much more important than the universally accepted Vs.

The first important P is PREPARATION. As oil need to be refined to provide benefit, so data needs to be understood and nurtured to allow the data-driven business to exist. It’s critically important to understand data sources, and the ultimate desired outcome. Once sources are identified data needs to be ingested, this is now where we get onto the topic of Edge Computing, but I’ll save that for next time.

Data then needs to be cleansed to ensure quality, erroneous and duplicate entries need to be removed, driving true quality into data sets is crucial to deliver the desired outcome in the most efficient manner.

Then the next P comes into play; PLATFORM. Prepared data needs to reside on the optimum platform to allow the creation of intelligent business Information. The platform should align with the criticality of the content to the business. This can be on-premises or Cloud as appropriate. Obviously some data needs to remain in a datacenter, however Cloud-based platforms can now offer previously unachievable levels of performance. Whilst the Edge-Core-Cloud model still prevails it is important to investigate options, both in terms of performance & cost, ensuring user requirements are met is paramount.

Once PREPARED & PLATFORMED, the real benefits can be achieved; PRODUCTIVITY. This is where the only important V is relevant; business Value. The ability to use data, and it’s more important sibling, Information to transform a business is at the true heart of digital transformation. There are simply too many use cases to list, but simply defining smart initiatives and involving key stakeholders across the business will allow organisations to identify and validate their use cases, and quickly gain a competitive advantage. They can become truly Data-Driven.

The Final P is probably the most important; PROFIT. The Data-Driven business will simply out-perform their competition. The ability to PROFIT from data does not necessarily have to be commercial, it can translate in many ways.

So, next time someone talks about volume and velocity, remember the four Ps are the real key to data value;

  • Prepare
  • Platform
  • Prodcutivity
  • Profit

….and I didn’t even mention PROTECT. Until the next time…

Imagine never having to think up a password Ag@!n

Let’s face it, nobody likes passwords, but now that everything we access exists online, they are hard to escape. As organisations look to consume more SaaS applications and cloud-based services, they will be faced with not only new security risks but also increased costs: 20% of support calls are about forgotten passwords. At a time when digital identity has never been more important, could we be contemplating the possibility of passwords being a thing of the past?

As we’ve seen in the news, people will often create the simplest password they can get away with to make it easier to remember. The drive to keep us secure is now in itself a security risk. Here’s some advice from one security website I found ‘a phrase like “security breeds success” can become a password of “S3curityBr33d$Succ3$$” ‘. Brilliant, thanks for that. I’ve typed my password in 15 times today and it’s only 2pm. A BBC article, in 2004, revealed that more than 70% of people would tell someone their password in exchange for a chocolate bar. Now that is a long time ago and most people are more aware now, but phishing remains the easiest way to gain access to account information, largely in more sophisticated ways than bribery through Lion bar but the outcome is the same.

The proliferation of systems we authenticate to every day means multiple usernames and passwords, which has led to Identity Access Management (IAM) being a major focus for our customers. IAM solves the problem through single sign-on but the importance of that single password then becomes even greater. You can, of course, add another layer of security by implementing multi-factor authentication (MFA) but let’s be honest no-one likes that either. By that I mean no-one likes traditional MFA, where you end up having to remember a password, a PIN and carry a hardware token around with you. Multi-factor is the key to this problem, we must just implement and view it differently.

Consumerisation influences all areas of IT. Our expectation has become that how we use technology at home should be reflected in how we use it at work. Vendors appreciate this and have benefited by trialling products in the consumer world to gain experience before bringing it into organisations.

We love the fact that we can use our fingerprints, or face, to authenticate to applications on our smartphones and it’s that user experience that we have started to expect at work. Websites, however, can be accessed from any device and so need a different solution. Those solutions are now being trialled by companies like Microsoft and Google. Both of whom allow you to access services using only your phone as a source of authentication. I can’t remember the last time I used my password to access my Outlook account from a device that I trust. In fact, I’m not even sure what my Outlook password is.

In business-to-employee security, organisations are starting to adopt Windows Hello for Business to alleviate the password problem but a barrier to adoption will be a reliance on the hardware required to support it. It also requires everyone to be running a Windows Operating System which goes against the trend of increasing device choice. Solutions that make use of smartphone technology are agnostic of primary device, they also benefit from often being more up to date than many people’s laptops and something your unlikely to ever be very far from.  This should make us consider the additional use cases and possibility of allowing business-to-business and business-to-consumer transactions to have a similar simple and secure mechanism to enable people to prove who they are. This would truly digitise many traditional businesses and services, from mortgage applications, to insurance services, money transfers, and more.

The traditional view of authentication is based upon three common factors; something you know (your password), something you have and something you are. Biometrics, along with industry standard authentication specifications (like WebAuthn and FIDO2), can remove the inconvenience of that first factor thus delivering an enhanced user experience, while reducing cost and simultaneously improving security.

Just imagine for a moment that you’ve just changed your Windows password for the last time. Picture never having to click a ‘reset my password’ link ever again. It’s a lovely thought and the reality is not that far away. Until then try taking a phrase from your favourite film, replacing various letters with numbers, adding some random capitals and try to squeeze an ampersand in somewhere just to be on the safe side. Don’t forget to repeat that across all your accounts and be prepared to make changes every 60 days.

Microsoft launches Windows Virtual Desktop beta.

World waits to see what it means.

Microsoft have almost always done virtual desktops, well, published desktops at any rate. So, why, since its announcement at last year’s Microsoft Ignite Conference, has Microsoft Windows Virtual Desktop (WVD) generated such interest? Last week, it was finally released as a public beta, so now we can validate whether WVD is aimed at small and medium businesses or can really compete in the Enterprise space.

Cloud desktop adoption is growing as organisations move more applications out of their datacentres and increase their consumption of SaaS, thus reducing the need to site resources locally. The attraction of the ability to deliver a disaster recovery platform without investing in ageing hardware is a compelling one. Similarly, the ability to deliver any virtualised desktop platform without paying for compute upfront removes a barrier to adoption. So far, VMware and Citrix’s Cloud desktop offerings have tried to remain platform agnostic, so can Microsoft make a success of an offering that limits you to only Azure? Here at four features that may convince you.

  • Licensing

If you’re a Microsoft 365 E3/E5, Windows E3/E5 or M365 Business/F1 you are already licensed for it. You will, of course, still need to pay for your Azure VMs and any supporting solutions, but it removes the need for the additional cost of desktop virtualisation licensing.

  • Windows 7 support

It should come as no surprise to any of you that Windows 7 goes EOL in January 2020. If you haven’t migrated all your desktops to Windows 10 and wish to remain supported, you are going to have to pay for that extended support unless you migrate those Windows 7 desktops to Azure. With WVD you will continue to receive security patches for the full three-year term, if needed, at no cost.

  • Windows 10 multi-user support

Windows 10 multi-user is a feature of Azure, rather than WVD specifically, and will come with native Office 365 support. The expectation is that providing a session-based desktop on a client OS will give greater application compatibility, better GPU integration, and an improved user experience than you get with on a server OS. It also gives you an alternative solution for when support for Office 365 is dropped from Windows Server 2019.

  • Office 365 support optimisation

Through Microsoft’s acquisition of FSLogix, WVD offers support for Office 365 in non-persistent desktops through their layering technology. This means you can deliver your desktops in the most cost-effective way while maintaining user experience and performance.

So, this is great, WVD will replace the need for additional licensing from Citrix and VMware? Well, don’t forget Microsoft has always delivered basic services in this area and other vendors have enhanced that functionality for people that needed it. So, is WVD any different? At present, Citrix can sell WVD (there’s a whole other discussion here…) and intend to offer Citrix DaaS as an enhancement but what that means isn’t clear. VMware have yet to make any announcement but continue to develop their own Azure offering to rival Horizon Cloud on AWS. 

The Microsoft of today is all about agility. WVD is only at the public beta stage, over the coming weeks and months, we’ll see the product rapidly mature I’m sure. But, and it’s a big but, do you want to put everything into Azure? Every customer I talk to has a multi-cloud strategy. Even those that have gone heavily into Azure are transforming their applications to microservices and containers to simplify their portability. Perhaps Microsoft will look to use Azure Stack to extend their functionality to on-prem. They are unlikely, however, to ever allow you to run workloads in other Clouds. In the past Microsoft had little incentive to make massive investments in RDS because every Citrix or VMware license pulled through a Windows one. Now though, those investments are going to drive Azure consumption. Citrix and VMware both have mature virtualisation solutions that offer flexibility as well as wider desktop portfolios, but will it be enough to fight of this new competition?

If you are looking at a tactical desktop virtualisation project and/or you have decided that Azure is the platform for you, WVD needs to be considered. Let’s not forget that this solution hasn’t even been released yet, but Computacenter are certainly investing time to understand what it means for us and what it will mean for our customers.