News

Introducing ServiceNow Jakarta

Introducing ServiceNow Jakarta

ServiceNow has officially launched its Jakarta release.

Our experts at JDS have provided a quick summary to ensure you are aware of the key enhancements in the new update.

Guided setups

These walk through the various aspects of setting up ServiceNow for use with ITSM, ITFM, and ITOM so it is well worth familiarising yourself with them.

Please note, this does not take the place of the ServiceNow Implementation Methodology (SIM).

Guided tours

You can create your own guided tour of various modules to allow for context sensitive help to support end users. You can also modify the OOB guided tours.

Be aware, it's a little challenging to set up as the designer doesn't delete steps properly, so be prepared to do some configuration in the regular form layout of the guide as well. Once configured, users can access these tours by clicking on the help icon, which shows the help side pane. At the bottom, there’s a “tour” button.

Knowledge portal

Knowledge within ServiceNow has been upgraded to be more user friendly. Unlike the customer facing service portal, this portal allows access to multiple knowledge bases, making it ideal to assist internal IT staff at first, second, and third levels of support.

knowledge portal

Security hardening dashboard

This interactive dashboard shows the degree to which an instance of ServiceNow has been secured. It allows system admins to configure key security parameters across the platform.

security dashboard

security dashboard

SLA timelines

You can view the progress of SLAs on a timeline (go through the regular Service Desk SLAs to find this feature). This is a brilliant way for managers to monitor the progress of high-priority incidents without the need to micromanage staff, only getting involved when needed.

SLA timelines

Our team on the case

Document as you go.

Peter Cawdron

Consultant

Length of Time at JDS

5 years

Skills

ServiceNow, Loadrunner, HP BSM, Splunk.

Workplace Passion

I enjoy working with the new AngularJS portal in ServiceNow.

Need support?

If you have any questions about ServiceNow or this latest release, please feel free to contact JDS.

Posted by Amy Clarke in News, ServiceNow, 0 comments
Australia’s new mandatory security notifications

Australia’s new mandatory security notifications

The majority of Australian organisations will soon be required to report major data security breaches. But what does this mean, and how can businesses avoid associated risks?

Several years ago, JDS received a fax. This was unusual for two reasons: firstly, it was a fax in the 21st century; secondly, it was an authorisation for payment of 60 million dollars from a large market fund. The fax was from a broker, who was merely confirming 'our' bank account details before sending through the transfer—if JDS were in the business of heists, it would have been a matter of changing a digit or two, then faxing the form back for payment.

As you can tell by the fact JDS haven't converted downtown Melbourne into a tropical beach, no such skullduggery transpired: instead, JDS MD John Bearsley called the broker and explained that he might have the wrong fax number on file. The broker was a bit shocked, to say the least. But what about the client? Did they ever find out?

Under Australia's new mandatory data security notification laws, applicable from 22 February 2018, the broker would have been forced to notify the client and the Office of the Australian Information Commissioner (OAIC) of the information breach. This is because, through a simple mix-up, we gained access to personal and private information about the fax's intended recipient, and the breach could have had serious consequences. Under the new requirements, data security breaches are to be dealt with as follows:

  1. Contain the breach and assess
  2. Evaluate risks or individuals associated with the breach
  3. Consider whether there is need for notification
  4. Review and take action to prevent further breaches

The difference between this new schema and any internal risk or incident management procedure lies in the role of compulsory reporting. If there is real risk of serious harm, then the individuals involved, and potentially the police as well as the OAIC, must be notified. This notification is to include the scope of the breach, and information regarding containment of the breach and action taken to prevent further breaches.

So what construes 'serious harm'? This relates to the type of information, information sensitivity, whether the information is protected, if the information can be used in combination with other information to cause harm, the attributes of the person or body who now hold the information, and the nature of the harm. It ties into existing Australian privacy and information security legislation, and has particular relevance for organisations that hold databases of information, particularly personal or sensitive information, about their customers or users. Consider the following IT security-related disasters that have come to light, noting that a number are based in the US, where compulsory reporting is already in effect:

Bangladesh Bank

A group of internationally-based hackers attempted to steal nearly US$1 billion from Bangladesh Bank after identifying some security vulnerabilities. They compromised the bank’s network, and used the credentials they gained to authorise bank transfers to the tune of US$951 million. Similar attacks have been seen at the Banco del Austro in Ecuador (US$12 million stolen) and the Tien Phong Bank in Vietnam (unsuccessful).

Result

US$101 million of transfers were successfully completed by the thieves; US$63 million was never recovered.

Indiana University

The names, addresses, and Social Security Numbers of a large number of Indiana University students and graduates were stored on an unprotected site. The lack of protection meant that several data mining applications not just accessed, but downloaded all the data files.

Result

Students and credit reporting agencies had to be notified; ongoing risk for financial fraud and identity theft, and associated liability.

Anthem

Anthem suffered a cyber attack in late 2014, with information accessed potentially including names, home addresses, email addresses, employment information, birth dates, and income data. The FBI investigation found that the attacks were conducted by international parties who were curious about the American healthcare system. Almost all of Anthem’s product lines were impacted.

Result

Anthem had to pay US$115 million to settle a class action litigation suit as a result of the breach. They also provided up to four years of credit monitoring and identity protection services to affected customers.

Philippine Commission on Elections (COMELEC)

Weaknesses in COMELEC’s network and data security meant hackers were able to access the full database of all registered voters in the Philippines. The database contained personal details many of which were stored in plain text, and included fingerprints, passport numbers and expiry dates, and potentially voting behaviour.

Result

The data could be used for extortion, phishing, or blackmailing purposes, and related hacks may lead to election manipulation.

Tesco Bank

Tesco Bank had monitoring and security mechanisms in place. However, Tesco Bank data such as credit card verification had to be accessed by the parent company Tesco, which does not appear to have been as secure. Security is only as strong as the weakest link in the chain, and in this instance, money was stolen and customers defrauded.

Result

Customers defrauded to the tune of 2.5 million pounds. The bank had to pay associated costs, and manage associated brand damage.

Yahoo

Yahoo’s security was breached twice, in 2014 (500 million accounts stolen by a state-sponsored actor) and 2013 (one billion accounts). Information included user names, telephone numbers, birth dates, and encrypted passwords.

Result

Yahoo’s sale price to Verizon was reduced by some US$350 million as a result of the hacks.

The above breaches cover a wide scope of industries—from health to insurance, government, and education. They have led to wide-ranging financial and reputational damage.

It would be naive to think that similar data breaches don't take place in Australia, though at the moment, it is not compulsory to report them. In 2015–2016, 107 organisations voluntarily notified the OAIC of breaches, and we are likely to see a rise in this number once the new legislation kicks in.

What does this mean for your organisation?

If your organisation deals with sensitive or personal information, including data such as emails, passwords, addresses, birth dates, health records, education records, passport numbers, ID numbers, travel information etc., then you need to prepare for the upcoming legislation. Part of this will be ensuring you have the correct policies, procedures, and training in place—and the other part will be making sure your environment is protected. The security of your IT infrastructure has always been, and will continue to be, vital: but now, there is an increased risk to your organisation, financially and particularly reputationally, if you do not ensure your environment is as secure as possible before mandatory reporting comes in. Test and assess your infrastructure and applications now, rather than down the line following a reportable incident.  

For advice or to book an assessment, call our friendly JDS consultants today.

 

Posted by Laura Skillen in News, Secure, 0 comments
ServiceNow—The latest and greatest at Knowledge17

ServiceNow—The latest and greatest at Knowledge17

ServiceNow’s Knowledge17 event has now come to a close, with many exciting new features and developments announced. This year’s was the biggest Knowledge event to date, with 15,000 delegates in attendance—the first event, in 2004, had just 85! The theme for 2017 was ‘Enterprise at Lightspeed’, and this idea underpins the year’s featured products.

New ServiceNow CEO, John Donohoe, was the conference’s first keynote speaker. He brings leadership and vision from his time at eBay and Bain, and his speech outlined how experience in enterprise transformation is informing his vision for ServiceNow’s continuing growth. Donohoe emphasised his role as a servant of customers, staff and partners, with his first 100 days spent on a customer listening tour.

ServiceNow have committed to continuing to provide customers with more capabilities out-of-the-box, better visibility over the product roadmap, improved training for new products, and a better user experience.

Event guests included customers, such as Ashley Haynes-Gaspar from GE, who described their experience of business transformation delivered on a ServiceNow platform.  Ms Haynes-Gaspar shared the insights she has gained from her experiences as an advocate for women in IT, and entertained the crowd in her exchange with executive Dave Schneider, referring to him as a great ‘man-bassador’.

GE plans to consolidate 90 systems to a single platform, as well as enhancing self-service through use of Service Portal on top of Customer Service Management, which Haynes-Gaspar demonstrated for the audience. The solution featured GE service agents as the end users, with tabbed views, a Service 360 view, and a responsive solution that provides suggestions on how to resolve cases. A 10% increase in self-service will deliver an anticipated $10m in benefits.

Knowledge17 focused on the idea that automation will drive growth and productivity for organisations, and highlighted new offerings in key areas.

HR Onboarding

One of the most requested capabilities in ServiceNow has been the ability to deliver HR approval and provisioning workflows out-of-the-box. ServiceNow have now responded with an application introducing a new framework that enables onboarding, offboarding, and change activities to be driven by configuration.

Security Response

ServiceNow are recognising the increasing importance of security to the enterprise, and have identified security response as a key area requiring automation. The growth of IoT and the increasing prevalence of attacks means staff do not have the capacity to respond to security incidents and vulnerabilities without the assistance of automated remediation. ServiceNow Security Operations extends existing SIEM capabilities to provide triage and automated response. It also leverages the policy and compliance capabilities found in GRC to monitor and proactively manage risks in IT.

The Consumer Experience

A fundamental principle underlying ‘Enterprise at Lightspeed’ is that enterprise users are entitled to an experience like that associated with consumer services in our lives outside of work. Central to delivering this type of experience is the Service Portal, which links the intuitiveness and flexibility of the modern web service UI to the power of the ServiceNow platform.

Performance Improvement

Donohoe acknowledged that customers are demanding better performance from ServiceNow. He outlined performance improvements expected from the upcoming release of Jakarta, and committed to continuing to provide improvements in future releases.

Software Asset Management

While ServiceNow has included hardware asset management for several years, IT operations professionals have been screaming for the addition of Software Asset Management (SAM) capabilities. ServiceNow has stepped up, and their new SAM module provides automation for managing software inventories. It features native integration with systems of record such as SCCM, as well as the ability to sync with sources on an ongoing basis. It is a significant improvement for those of us that have been managing true-ups in Excel, because ServiceNow is able to provide a central, automatically-synced record. Where SAM truly shines is in the ability to build intelligent business rules that model your actual licence entitlements, and proactively manage allocations. IT Ops can make real savings, not only by lessening labour efforts, but by reducing software licensing costs.

Intelligent Automation

Intelligent automation of IT operations promises to provide greater visibility and proactive management of IT. JDS continues to follow this trend closely, as we have been bringing this capacity to customers for several years via a range of products in the industry. ServiceNow brings a new approach, with a ‘Guitar Hero’-style user interface that maps events onto timelines. The potential is there to provide more meaningful insights for IT, enabling staff to more efficiently manage incidents, problems, and changes in their environment. ServiceNow uses machine learning to provide automated responses to issues based on event and response histories. ServiceNow CTO Dave Wright demonstrated how the approach is capable of raising incidents for future issues that have not yet occurred. Exciting as this is, we will want to take care with this feature in customer environments, to be sure we are not generating unnecessary noise.

Benchmarking

Jakarta brings the ability for IT managers to benchmark performance of their operation against peers in industry groups. This will be valuable for organisations that apply a continual improvement approach to their IT operations, and which are mature enough to benefit from a data-driven approach.

Over the next few weeks, JDS will continue to bring you insights into our experiences and learnings at Knowledge17, and what lies ahead for customers—so stay tuned!

Posted by Matthew Stubbs in News, Products, ServiceNow, 0 comments
The Australian Defence Reserves Support Council Awards JDS

The Australian Defence Reserves Support Council Awards JDS

Lt. Samuel Abdelsayed receives the 'Employer Support Award - Medium Business' on behalf of JDS.

Lt. Samuel Abdelsayed receives the ‘Employer Support Award – Medium Business’ on behalf of JDS.

JDS has again been awarded by the Australian Defence Reserves Support Council, an organisation which assists Reservists both within Australia and overseas.

This is the second time JDS has received an ‘Employer Support Award’.  Staff member, Lieutenant Samuel Abdelsayed, nominated JDS for being supportive of his Reserve activities and enabling him to attend all training activities and courses.

JDS Managing Director John Bearsley says that Sam’s service in the defence forces is to be highly commended, highlighting the role of service in developing professionalism and problem-solving skills.

Thanks go to both the Defence Reserves Support Council, and to Sam for his demonstration of leadership and commitment.

 

Read more:

 

Posted by Laura Skillen in News, 0 comments
JDS is now a CAUDIT Splunk Provider

JDS is now a CAUDIT Splunk Provider

Splunk Enterprise provides universities with a fast, easy and resilient way to collect, analyse and secure the streams of machine data generated by their IT systems and infrastructure.  JDS, as one of Australia’s leading Splunk experts, has a tradition of excellence in ensuring higher education institutions have solutions that maximise the performance and availability of campus-critical IT systems and infrastructure.

The CAUDIT Splunk offering provides Council of Australian University Directors of Information Technology (CAUDIT) Member Universities with the opportunity to buy on-premise Splunk Enterprise on a discounted, 3-year basis.  In acknowledgement of JDS’ expertise and dedication to client solutions, Splunk Inc. has elevated JDS to a provider of this sector-specific offering, meaning we are now better placed than ever to help the higher education sector reach their data collection and analysis goals.

What does this mean for organisations?

Not-for-profit higher education institutions that are members of CAUDIT can now use JDS to access discounted prices for on-premises deployments of Splunk Enterprise.  JDS are able to leverage their expertise in Splunk and customised solutions built on the platform, in combination with their insight into the higher education sector, to ensure that organisations have the Splunk solution that meet their specific needs.

 

Secure organisational applications and data, gain visibility over service performance, and ensure your organisation has the information to inform better decision-making.  JDS and Splunk are here to help.

 

You can learn more about JDS’ custom Splunk solutions here: Active Robot Monitoring with Splunk.
Contact one of our Australia-based consultants today on 1300 780 432.

Posted by Laura Skillen in Higher Education, News, Splunk, 0 comments
JDS wins AppDynamics Partner Award

JDS wins AppDynamics Partner Award

JDS Win AppDynamics 2016 Emerging Markets Partner of the Year Award

We are delighted to announce JDS have received the AppDynamics 2016 Emerging Markets Partner of the Year Award at AppSphere 2016 in Las Vegas on the 15th Of November. As a team, we are very proud of this award as it is the result of a lot of hard work from a lot of talented people at JDS.

John Bearsley, Managing Director of JDS said, “AppDynamics has stormed the market in the past few years as one of the leading next generation Application Performance Management Tools. We have seen first hand how it can transform the monitoring landscape for our customers providing them great visibility into the end user experience and the performance and availability of their business critical applications. AppDynamics is a vendor we are proud to support and we look forward to helping many more customers derive its significant benefits in the years to come”.
appd-awardv2

To see how JDS can help ensure it works with AppDynamics check out our AppDynamics Page.

 

Posted by Joseph Banks in AppDynamics, News, 0 comments
Learning Analytics

Learning Analytics

CAUDIT Analysis Part 3

View Part 1 Here
View Part 2 Here

Since 2006, the Council of Australian University Directors of Information Technology (CAUDIT) has undertaken an annual survey of higher education institutions in Australia and New Zealand to determine the Top Ten issues affecting their usage of Information Technology (IT).

To help our customers get the most out of this report, JDS has analysed the results and is offering a series of insights into how best to address these pressing issues and associated challenges.

Issue 8: Learning Analytics

student-success

Supporting improved student progress through establishing & utilising learning analytics.”

Every interaction from students, staff and researchers, through any of an institution’s systems, is a data point of interest. These points of interest are a wealth of information that can be used to improve services and experiences institution wide.

Numerous studies show the importance of basing decisions on quantifiable measurements. It allows you to target, change and measure outcomes. For example, measuring student performance beyond the standard result orientated structure can allow an institution to intervene earlier in a student’s progress. One study showed that a university was able to intervene as early as two weeks into a semester (Sclater, 2016). They identified students who were at high risk of dropping out and helped these students adjust their program.

These areas may be outside of the typical ICT purview, but are becoming increasingly ICT driven. ICT tends to own the analytics platform and should be responsible for ensuring it meets an institutes requirements.

CAUDIT Ranking Trend: 2014 – | 2015 #17 | 2016 #8
 

Challenges and Considerations

challenges
Challenge: Manage increased data inflow from a vast array of sources across campuses.
Students and teachers can bring in a multitude of devices for use on campus, including laptops, tablet, smartphones and more. They can also access institutional facilities, applications, systems, and data whilst at university, work, home. These are just a few examples of different institutional data points. Combining all of these devices across a variety of locations depicts how data points are increasing exponentially.

Each data point when analysed in the right manner, holds valuable information – information that determines how an institution should respond and/or intervene to ensure it is providing the right solution to the matter at hand. In order to gain this value, an institution should first understand how to manage many and different data inputs.

JDS has the experience in building and implementing platforms that can provide a universal solution – a solution that can collect, index and analyse any machine data at massive scale, without limitation. Institutions can then search through this data in real time, correlate and analyse with the benefit of machine learning to better understand institutional trends and ultimately make better informed decisions.

Challenge: Cross collaboration across institutional stakeholders (eg. students, teachers, admin, etc.)
An institution such as a university has a wide variety of internal and external stakeholders, all with the need to share information between one another. This information also often originates from a large variety of sources.

The challenge here is making this data from students, teachers, researchers and administration staff accessible to each other in a controlled, normalised manner. These stakeholders will also have different questions to ask of the same data, each with their own requirements. ICT does not necessarily have a deep understanding nor require a deep understanding of the content of this data, but they can provide a single platform for collaboration. A common platform can address these issues and allowing cross collaboration between stakeholders while improving an institutions products and services.

With the help of JDS, ICT can provide such a platform that allows ease of generating dashboards, reports and alerts. JDS can enable the institution to not only ask various questions of the same data but also create visualisations and periodic reports to help interpret and use the information gleamed.

JDS has implemented such solutions across various Australian organisations, unleashing the powerful data collection functionalities of a variety of industry leading monitoring tools. We have our own proprietary solution, JDash, purpose build to help organisations collaborate to understand service impact levels, increase visibility into IT environments, allow efficient decision making and provide cross silo data access and visualisations. JDash is also fully customisable to various institutional needs and requirements.

Challenge: Using analytics for early intervention with student difficulties.
In a recent article in The Australian, the attrition rate from some universities was above 20%. Numerous factors contribute to this, which can ultimately be reduced through early prevention. Institution can make better informed decisions if they have the right data at the right time.

The CAUDIT report highlighted the need to identify student performance early. This allows an institution to intervene by either advising a student of a different direction or providing the right resources to handle their difficulties.

In order to provide this level of insight into student drop-out rates and early intervention, institutions need to build and manage a learning analytics platform. A learning analytics platforms collects, measures, analyses, and reports data on the progress of learners within context.

JDS can assist institutions with building a centralised, scalable, and secure learning analytics platform. This platform can ingest the growing availability of big datasets and digital signals from students interacting with numerous services. From the centralised platform, institutions can interpret the information to make decisions on intervention and ultimately reduce attrition rates of students.

About JDS

about-jds
With extensive experience across the higher education sector, JDS assists institutions of all sizes to streamline operations, boost performance and gain competitive advantage in an environment of tight funding and increasing student expectations. With more than 10 years’ experience in optimising IT service performance and availability, JDS is the partner of choice for trusted IT solutions and services across many leading higher education institutions.

 

ensure it works with

 

Posted by Joseph Banks in Higher Education, News, Tech Tips, 0 comments
Educational Technology

Educational Technology

CAUDIT Analysis Part 2

View Part 1 Here
View Part 3 Here

Since 2006, the Council of Australian University Directors of Information Technology (CAUDIT) has undertaken an annual survey of higher education institutions in Australia and New Zealand to determine the Top Ten issues affecting their usage of Information Technology (IT).

To help our customers get the most out of this report, JDS has analysed the results and is offering a series of insights into how best to address these pressing issues and associated challenges.

Our second insight featured here discusses the importance of educational technology in maximising the student experience and helping universities compete in the digital age.

 

Issue 4: Educational Technology

student-success

Supporting the use of innovative technology in teaching in learning.”

ICT in higher education is subject to the same disruption that’s affecting other industries. The difference is, universities are also at the frontline of generational disruptions including ‘Digital Natives’.

Such generational and technological shifts bring a primary challenge to institutions like yours. The question is, how do you maintain an agile technology platform and reliable services. These services can transcend technology shifts and allow students to mix and match their own personal requirements with what the university has to offer.

Ultimately, universities must offer emerging technologies and services to students that can be used by both digital and non-digital natives. What doesn’t change however, is that both groups are seeking tools that are easy to use, fast to access and always available.

CAUDIT Ranking Trend: 2016 #4 | 2015 – | 2014 –
 

Challenges and Considerations

challenges
Challenge: Embrace emerging technologies throughout learning spaces as well as virtual and remote laboratories.

The dramatic rise of the Bring Your Own Device (BYOD) phenomenon in both the public and private sector presents both challenges and opportunities. Today, organisations and education institutions alike are struggling with deploying technologies that are in sync with what people use in their everyday lives.

The key to resolving this challenge is to have a core platform that offers, tracks and manages these new services. To achieve this, a robust alignment of new technologies is needed with current processes and existing tools/apps. Unfortunately, we’re seeing agencies re-invent the wheel just to get something out there to meet student expectations.

Having an agile platform in place will allow you to standardise new product offerings while at the same time accelerating the adoption of emerging technologies. This platform should facilitate the on-boarding of technologies with minimal effort – backed by orchestration and automation capabilities. In turn, this will give your institution a clear understanding of how technologies are being used and the agility to shift rapidly into new area as required.

Challenge: Provide reliable and robust systems for learning that are interactive, collaborative and personalised.

So you’ve got the latest and greatest technologies…but they’re not always working. What now?

The objective here is that on top of facilitating the use of new technologies through a platform that allows you to distribute, track and manage it, you need to ensure that it is operating efficiently.

Bear in mind, that ‘fast to deliver’ does not always translate to ‘fast to use’. Systems that are deployed need to be reliable so they don’t create more unplanned work.

Unfortunately, unplanned work will impact your institution. For example, full-time employees will be removed from project work to concentrate on fixing issues in production. This has the effect of slowing down the process of adopting and offering emerging technologies – making ICT absent from the innovation discussion.

JDS provides numerous services to ensure the performance of your services – ranging from testing and diagnosing to monitoring. In cases where there are performance issues, we can help you diagnose and narrow down the root-cause of issues. Proceeding to production, JDS can give you visibility into the performance and availability of your systems so you can keep an eye on how your services are being used, and address any issues early – reducing unplanned work.

About JDS

about-jds
With extensive experience across the higher education sector, JDS assists institutions of all sizes to streamline operations, boost performance and gain competitive advantage in an environment of tight funding and increasing student expectations. With more than 10 years’ experience in optimising IT service performance and availability, JDS is the partner of choice for trusted IT solutions and services across many leading higher education institutions.

 

ensure it works with

 

Posted by Joseph Banks in Higher Education, News, Tech Tips, 0 comments
Student Success Technologies

Student Success Technologies

CAUDIT Analysis Part 1

View Part 2 Here
View Part 3 Here

Since 2006, the Council of Australian University Directors of Information Technology (CAUDIT) has undertaken an annual survey of higher education institutions in Australia and New Zealand to determine the Top Ten issues affecting their usage of Information Technology (IT).

To help our customers get the most out of this report, JDS has analysed the results and is offering a series of insights into how best to address these pressing issues and associated challenges.

Here we take a look at the first technology-related issue.

 

Issue 1: Student Success Technologies

student-success

Improving student outcomes through an institutional approach that strategically leverages technology.”

For the third year in a row, “student success technologies” has been identified as the highest priority issue within the higher education sector in Australia and New Zealand. In addition to having the appropriate technologies in place, focus is turning to the analysis of the vast volume of data that most institutions collect with these technologies. Doing this effectively and in real time can assist in the decision making process ensuring appropriate actions and limited resources are used to their maximum benefit.
In many cases, institutions have already invested in technologies to support student success, but often these are not being leveraged to their fullest potential, or have not been integrated with other available technologies to provide an improved solution to support student, teacher and researcher success. If persisting with these technologies, the attraction and benefit of new and emerging technologies may not be fully realised if built upon this below-performing foundation.

 

It is one thing for institutes to provide technologies that support student success but useless if those technologies are not accessible, available or performing at the expected levels.

 

CAUDIT Ranking Trend: 2014 #1 | 2015 #1 | 2016 #1
 

Challenges and Considerations

challenges
Challenge: Analysing multiple disparate solutions, each providing insight into different aspects of student, faculty, and administration performance.

Many institutions today have a range of applications supporting different aspects of the student experience (for example: student learning portals, ERP and student administration systems, email and document management, BYOD enablers, etc). While consolidating this information and interpreting it through intelligent dashboards can help display the data, it won’t be enough to find correlations and provide beneficial analysis.

JDS can assist with designing and implementing solutions to combine real-time data from multiple disparate sources to provide a unified view via dashboards, analyse trends and interpret complex data relationships to improve the overall student experience.

Challenge: Ensuring that investments made in technology enablers and new emerging technologies are actually being used and are being used effectively.

It is one thing for an institution to commission supporting technologies and deploy them for use, however it is all for nothing if those systems are either infrequently available when required or performing so poorly that they effectively become unusable. IT departments and vendors alike are often guilty of assuming that the way a service has been designed is the way the service will actually be used. Understanding how services are actually being consumed, both in real-time and through historic analysis, can lead to proactive modification of essential services to improve effectiveness.

JDS has a rich history of providing and supporting End-User-Monitoring (EUM) and Application Performance Management (APM) solutions that improve service performance and availability and provide valuable insight into the effectiveness of delivered services.

Challenge: Using data as information to assist with early intervention to ensure student academic completion.

Institutions have access to large volumes of data on their student population and their progress, both current and historic, that are often maintained in multiple, disparate applications and technologies. Combining this internal sourced data with additional external sources (e.g. QILT) improves identification of students requiring additional assistance or those likely to require future assistance.

Being able to combine or ‘dice’ and ‘splice’ this information – across dimensions of discipline, faculty, geographic location, learning methods or any other demographic – can provide valuable insight into where to invest limited support resources to maximise the likelihood of student retention and success.
JDS can assist by leveraging industry best-of-breed technologies to interrogate, consolidate and analyse these disparate data silos to deliver information that can be acted on to improve overall graduation rates.

Challenge: Managing multiple arrangements and contracts with service and vendor providers

With new technologies and cloud point solutions, institutions face the challenge of managing multiple relationships between internal service providers and external partners and vendors. Services being delivered require monitoring and the technologies that underpin them will necessitate upgrades, patches and monitoring of SLAs. New processes need to be created and maintained. Help desks require additional training and knowledge base articles to be created.

 

JDS can assist institutions through the identification of routine processes that can be automated and ensure that new applications and services are integrated into their current service management solution.

 

About JDS

about-jds
With extensive experience across the higher education sector, JDS assists institutions of all sizes to streamline operations, boost performance and gain competitive advantage in an environment of tight funding and increasing student expectations. With more than 10 years’ experience in optimising IT service performance and availability, JDS is the partner of choice for trusted IT solutions and services across many leading higher education institutions.

 

ensure it works with

 

Posted by Joseph Banks in Higher Education, News, Tech Tips, 0 comments
HPE Software Spin-Off and Merge With Micro Focus

HPE Software Spin-Off and Merge With Micro Focus

HPE announced at their third quarter results this Wednesday that they will spin off and merge their software division with Micro Focus in a deal worth $8.8 billion. HPE remains majority shareholder at 50.5% of the new combined company with expected annual revenue of $4.5 billion and a $2.5 billion cash payout.

Meg Whitman announced “the combination of HPE’s Application Delivery Management, Big Data, Enterprise Security, Information Management & Governance and IT Operations Management businesses with Micro Focus will create one of the world’s largest pure-play software companies.”

The merge comes off the back of several rumours mostly indicating interest from various private equity firms. The deal includes HPE’s ‘non core’ software assets including Vertica, ArcSight, and products from its acquisitions of Autonomy and Mercury Interactive.

Read the press release from Meg Whitman here.

Posted by Joseph Banks in News, 0 comments
NOWForum Melbourne

NOWForum Melbourne

Join us at NOWForum to learn about ServiceNow’s newest innovations, product roadmaps, as well as real-world customer case studies and thought leader keynotes.

EXPERIENCE THE SERVICE REVOLUTION

NowForum is where professionals from every corner of the enterprise gather to learn about the power of a future fueled by service.

This complimentary one‑day event is packed with inspirational insights and practical information, including real‑world customer case studies and thought leader keynotes, as well as opportunities to connect with ServiceNow experts to learn about our newest innovations and product roadmaps.

Join us at this unique gathering of service management professionals and discover how the service revolution can transform your business.

November 10, 2016 at Crown Melbourne
NowForum offers an unparalleled opportunity to learn from visionary business executives and service management experts while networking with your peers from diverse industries. Keep checking for updates to the agenda as ServiceNow add speakers and topics for guiding your work in transforming service management throughout your organization.

Agenda

Register Here

 

Posted by Joseph Banks in Event, News, 0 comments
Machine Learning with Splunk

Machine Learning with Splunk

Learn about how to optimise machine learning using Splunk, with this video from JDS Consultant Danesen Narayanen.

Posted by Joseph Banks in News, Splunk, 0 comments