Radically Different Support Model Needed for Post-Cloud World
Date: December 12th 2012
Time: 02:40pm PST
Location: Willow Glen Room
Implementing cloud services offers many advantages, and a fast and easy way to implement multiple services is typically the focus of cloud broker services. But what happens after you've implemented multiple cloud services and something goes wrong? Do you want to have to call each cloud service provider individually for support? Probably not!
Pre-cloud support models don't scale to a post-cloud world, while you move from a few service partners to dozens or even hundreds. A post-cloud world demands a support model where the customer and the cloud service providers are tightly integrated across all support processes. Real-time visibility into support transactions as they flow from customer to provider and potentially beyond is vital. Moving from Service Level Management to Service Level Monitoring safeguards against missing service levels. Proactive problem notification of outages greatly improves responsiveness and communication during critical outage periods.
Learn about a support network that integrates customers with their cloud service providers across all support processes resulting in a 28% reduction in mean-time-to-resolve cases; 10-25 minutes saved per case opened; 25% better customer satisfaction - and a lot fewer headaches!
Jim McDonnell , President, Americas & Chief Product Officer , SolveDirect
In his roles as entrepreneur and technology executive, Jim McDonnell is a recognized industry leader in software for services management, big data analytics, and CRM. He launched his career with four successful start-ups, and went on to lead the creation of new Cloud business units at Cisco and Avaya. Today, Jim serves as President of the Americas and Chief Product Officer for SolveDirect.
SolveDirect is a 2012 Gartner Cloud Services Brokerage "Cool Vendor" and the leading cloud-based business process network for multi-sourced IT Services. Jim is responsible for expanding the Americas market through key account aquisition and developing strategic partnerships. He leads development of the product strategy and roadmap, and engagements with industry analysts and press.
While at Cisco, Jim consolidated all software teams within the $10B Cisco Services function to form the new Smart Services Technology Group, growing the business to $500M over three years and forming an architecturally unified portfolio of Cloud products. He grew the team from 30 into a globally distributed team of 1,000, and scaled the architecture to support 1M daily transactions. In addition, he led the formation of the services software patent portfolio, and the acquisition of Pari Networks.
Before joining Cisco, Jim held senior IT positions at Avaya and Openwave. As Avaya’s first CIO for eBusiness, he drove the eBusiness strategy, business planning, and services portfolio implementation. He created the eBusiness organization and implemented an end-to-end solution encompassing commerce, services, and content for customers, partners and employees – positioning the company as a competitive leader in online business, and scaling the architecture to support 5M hits a month.
Jim's early start-ups in systems integration, media distribution, and technology consulting services provided a strong foundation for driving viable market-ready businesses.