Customer expectations and competitive responses to trends evolve faster than the technology your enterprise relies on. That means your ability to adapt faster than the competition and satisfy customer demands is your edge in a competitive marketplace.

Software Asset Management (SAM) involves a complex set of challenges, requiring high levels of support and engagement blending the right mix of people, processes, and tools. In the face of this complexity, in organizations that lack the required sponsorship or dedicated SAM functions, managing software assets can disproportionately fall into the asset management tools themselves.

Every year during the holidays, our customer, a multinational professional services organization, has thousands of IT tickets built up due to employees on vacation. As the IT teams reached out and didn’t receive a response, their performance metrics ticked up, impacting their quarterly goals and customer satisfaction. In defense of these employees, we all know what it is like to come back to an overflowing inbox.

According to CEOs of Intel, IBM, Cisco & other major tech companies, the current semiconductor chip shortage will impact price and availability of IT hardware for the next 12 to 18 months. News coverage about the shortage reveals many factors impacting the production crunch, but there is one common underlying issue – many IT departments are updating their asset plans now based on unknown conditions (which I’ll make ‘known’ at the end of this article 😊).

Most people wouldn’t consider order management the most exciting part of business, but perhaps they should. For Deutsche Telekom, order management sits at the very heart of our business operations. It’s the activation point, the moment when things start to get real. Done badly, it can create disparate silos, inefficient orchestration, slow delivery times, high costs, and a poor customer experience. We don’t want that.

A popular saying says, “If it’s not broken, don’t fix it.” But at IT service company LG CNS in Korea, we saw an opportunity to elevate customer support even though our robust and effective service management solution had delighted customers for decades.