Autotask Audit: Big Data Log Analysis and Customer Service as a Profit Center

June 20, 2014  

Here’s a look at what’s happening this week in the world of ITSPs, MSPs and Enterprise IT departments.

InfoWorld: Big data log analysis thrives on machine learning
By James Kobielus
Machine-generated log data is the dark matter of the big data cosmos. It is generated at every layer, node and component within distributed information technology ecosystems, including smartphones and Internet-of-things endpoints.

CIO: How to Turn Customer Service Into a Profit Center
By David Taber
The Mel Brooks movie/musical The Producers presents an upside-down situation where you can make a fraudulent fortune by creating a money-losing Broadway show. This article explores a legitimate variation on that theme and outlines the CRM and IT infrastructure work needed to exploit the opportunity.

Channel Insider: Data Analytics, Cloud and Mobile to Boost Tech Vendor Sales
By Dennis McCafferty
Today's technology disrupters are turning out to be far more than mere buzzwords. Cloud and mobile revenues are outpacing expectations, and data and analytics are predicted to continue to pick up steam in the next two years, according to technology executives surveyed for KPMG's June 2014 Technology Industry Outlook.

Wall Street Journal: CMOs Want CIOs to Add ‘Fast’ to Their Vocabularies
By Michael Hickins
Far from wanting to compete with chief information officers for IT dollars, chief marketing officers are spending more on department IT efforts in large part because their counterparts in IT aren’t responsive enough for their needs. Marketing has taken on a broader range of IT projects than previously, but are eager to coordinate their efforts with IT, and hand over the controls whenever feasible.

Talkin’ Cloud: Study: SaaS-Based Enterprise Content Management Expected to Grow
By C.J. Arlotta
A new study is projecting steady growth over the next few years in the SaaS-based enterprise content management (ECM) market. According to a report released by IT research firm TechNavio, the SaaS-based ECM market will grow an estimated compound annual growth rate (CAGR) of 31.1 percent from 2013-2018.

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