CIOopinion
“
AS A RESULT . . .
VPN USAGE HAS
BEEN IN GREAT
DEMAND.
d. Support. We changed our support
model globally to have people provide
support from their homes (including
our 24/7/365 Global Service Desk),
while using remote tools and daily
status check to ensure no impact on
results and support levels. How well was
this working? We checked. Customer
satisfaction surveys showed an improved
satisfaction. There was no impact on
tickets and SLAs; no extra backlogs.
During the move from standard model to
WFH we registered zero downtime and
service unavailability.
4. Security. In the era of distributed
access, security at the periphery becomes
a priority. We’ve ramped up the capacity
and capabilities to deal with the increased
remote user traffic.
5. Collaboration. For companies whose
daily bread is innovation, working in teams
is paramount. Innovation is at its best when
it’s collaborative. We encouraged work
meetings via WebEx and Microsoft Teams,
registering an unprecedented growth in
online collaborations at over 200%. These
practices are working. We are hearing from
cloud and other big tech customers that
they are having to scale up, out and across
core-to-edge locations in order to support
the demand from work-from-home workers.
Thanks to flexing our data management, our
factories have been able to meet the growing
demand. We hear from many managers that
productivity has actually gone up since the
vast majority of us began to work from home.
A smart orchestration of data’s flow and its
use means we can put our data to work for
us-sending it places in our stead. In doing so,
we can do our small part to better support
the laudable heroes on the front lines of
the pandemic – sanitation workers, grocery
stockers, anesthesiologists, respiratory
therapists and many others. •
46 INTELLIGENTCIO www.intelligentcio.com