< PreviousInformation technology accessed by everyone, but trusts no-one Cloud-first, cloud-only One of the first steps in digital transformation is modernising legacy enterprise systems and migrating them to the cloud. The adoption of cloud-based applications became particularly important in 2021, with a large proportion of the office-based workforce operating from home. In order to continue with business as usual, employees needed access to critical software and collaborative working. In 2021, organisations will adopt a cloud- first mentality when it comes to building or upgrading technology infrastructure. Zero trust is a must In an increasingly digital world, cybersecurity is high up on the list of organisational risks. Zero trust security (which involves security measures that require everything to be verified) is shaping cybersecurity initiatives. In a zero-trust architecture, there is no inherent trust, and every access request should be validated based on: • User identity • Device • Location • Any other variables that provide context to each connection Access to data, applications and workloads is provided based on the principle of least privilege. For most companies, the creation of a zero-trust architecture will require third-party assistance from digital transformation experts in IoT spheres. Supply chains move to the front office Supply chains were once seen as ‘behind-the-scenes’ necessities. When COVID-19 hit, it quickly became evident that even the most resilient and agile supply chains were only as strong as the weakest links. A recent survey of supply chain professionals found that 97% of respondents said that their organisations experienced disruptions related to COVID-19. The same survey found that 73% of respondents are now planning major shifts in the way they approach procurement and supply chain management. In 2021, more and more organisations are realising that the way they conduct their supply chains can actually become a competitive differentiator. Accelerated by the COVID-19 pandemic, customers are increasingly looking for more streamlined supply chains, fast, contactless delivery and greater traceability. In addition, organisations are realising the value of data extracted through the supply chain network. There is a growing trend to fit products with IoT- enabled sensors that provide 24/7 asset visibility from the source to the hands of the consumer. The ability to capture larger volumes of real-time data allows supply chain operators to mine this data for operational insights. In addition, the use of drones, condition monitoring, robots and image recognition are making physical supply chains more effective, efficient and safer. Contactless customer service Delivery and shipping Born out of customer desire to minimise physical contact, contactless delivery options will continue to smart predictions www.networkseuropemagazine.com 30develop in 2021. Contactless delivery is made possible by artificial intelligence-based applications and robotics. Telemedicine To minimise the risk of COVID-19 exposure in the healthcare sector, practices have started implementing more telehealth offerings. These include: • Remote/video consultations • A.I-based diagnostics • No-contact medication delivery Autonomous vehicles Autonomous driving technology is set to make significant progress during 2021, with major manufacturers such as Honda and Ford announcing plans to mass-produce autonomous vehicles and launch autonomous driving ridesharing services. Zero food waste Food security came to light in the midst of supply and demand challenges brought about by the coronavirus in 2020. In 2021, reducing food waste is moving higher up the agenda. The UN’s Food and Agriculture Organisation reports that more than 30% of the world’s food is lost or wasted every year. Smart technology can be used to reduce food waste, increase food security, and assist with better distribution of food resources worldwide. For example, automated, sensor- based inventory management and replenishment ensures that the correct quantities of food are ordered at the right time, completed without human intervention and inaccuracies. Blockchain And, finally, no series of predictions would be complete without a quick comment on blockchain technology. For the most part, the application of blockchain tech is overshadowed by its “poster boy” application—Bitcoin and other cryptocurrencies. However, as we move into a smarter age, the process accountability distributed ledger technology guarantees will ensure that 2021 will see greater transparency on ordering, delivery and workstream management, along with a host of tradable asset ledgers coming online. All of which will improve efficiency across operating lines and help cut waste. Technology and transformation 2.0.2.1 These trends predicted for 2021 are connected by the thread of digitalisation and connected technology. The need for this transformation was accelerated by the ‘new normal’ necessitated by the coronavirus pandemic, which set the world on a course towards powerful new digital capabilities. Daunting as this may seem, having the right technology partners on board helps organisations take advantage of the critical technology trends of today. n smart predictions www.networkseuropemagazine.com 31While the race for digital transformation is on, there are a few things businesses should consider when implementing hybrid cloud networks. Improved business agility Every hybrid cloud network is different but the benefits to organisations remain the same. The biggest advantage is the ability to access data from anywhere, which is especially important during the current COVID-19 pandemic with most teams working from home. Hybrid- cloud networks allow businesses to support its remote workers with on-demand access to data with increasing flexibility and ease. When the Coronavirus lockdown measures were put into place, many companies were left unprepared for remote working and struggled to find the right solutions for its needs. Hybrid cloud networks improve business continuity and reduce the risk of potential downtime. It helps businesses to backup key data and minimises the risk of overburden on private servers, as the cloud can scale easily to facilitate the increasing demand. Data security risks There are also a number of risks that businesses need to consider when implementing its hybrid cloud networks, depending on priorities, budget and expertise. The most significant challenge is security. Private clouds have traditionally been much safer when it comes to managing data, as companies have complete visibility of their data. However, a hybrid cloud network means that data is transmitted between the private and public cloud. As a result, businesses need to maximise their centralised management making it much easier to implement strong security measures, such as access control or authentication. Three things to consider when implementing hybrid cloud networks In today’s digital marketplace, hybrid cloud is the new normal for IT departments, with exponential amounts of data spanning across multiple cloud, on-premises and mobile applications. We all know that data is a business’s greatest asset, as it fuels opportunities, innovation and growth. As a result, we have seen an increase in hybrid cloud networks, which combines private and public cloud infrastructures to allow workloads to move between the two interconnected environments. hybrid cloud networks www.networkseuropemagazine.com 32Three things to consider when implementing hybrid cloud networks Businesses will also need to consider data management implications of its hybrid cloud network. The introduction of GDPR has emphasised the importance of transparency and accountability, meaning companies need to prioritise data management and consider adding a layer of compliance and governance. Controlling the hybrid cloud The final consideration involves looking at how the business will manage the hybrid environment. It will need to consider hardware, network and storage to ensure its hybrid cloud network is capable of meeting its business needs and work across the on and off-premise platforms. It’s also important to evaluate how it will complement existing operations. Integrating with legacy systems or procedures is essential to successful deployments and will often require training to ensure the IT team has sufficient expertise in hybrid cloud functionalities, management, integration and administration. Future of hybrid cloud A hybrid cloud network lets businesses maintain control of its most sensitive data while giving it the flexibility to scale operations automatically and securely without breaking the bank. Companies however can’t flip the switch to activate the environment without addressing a few considerations. By properly integrating the new network into the existing systems, businesses can lay the groundwork for a solution that increases operational efficiencies and leverages emerging technologies. It also needs to consider the security implications, ensuring that it can provide easy, flexible access to data without compromising security. n Alan Hayward Sales and Marketing Manager SEH Technology hybrid cloud networks www.networkseuropemagazine.com 33How out-of- band and automation help MSPs deliver network resilience network resilience www.networkseuropemagazine.com 34Today, the pandemic is exacerbating these challenges by making it more difficult for engineers to travel to physical sites to fix faulty network equipment. Against this backdrop, MSPs need a platform that provides secure remote access to a customer’s networks and that delivers network resilience - which we define as ‘the ability to provide and maintain an acceptable level of service in the face of faults and challenges to normal operation. Resilience is critically important in reducing network downtime and increasing the network availability needed to keep businesses running. Downtime can have many negative impacts on enterprises, from revenue losses to reputation damage, to loss of productivity. Moreover, the loss of business-critical applications that rely on an affected network can bring enterprises to a halt. In this scenario, the loss of data from that application can result in legal and financial headaches. Moreover, network outages often lead to MSPs breaching customer SLAs. Some enterprises may seek financial reparation while others may look to change providers. For MSPs, this can result in the loss of valuable customers and also negatively impact reputation. Increased network traffic The need for network resilience has become even greater during the Covid-19 pandemic. The requirement to work from home has placed increased strain on networks and heightened the importance of seamless connectivity. Surges in demand and increased network traffic from the remote working revolution and the switch to the hybrid working model can drive up outages. There can also be serious security implications for MSPs. This can be down to mistakes and misconfigurations resulting from a scaled-back workforce dealing with increased network traffic and demand. In turn, this can provide hackers with exploitation opportunities. With some businesses choosing to switch permanently to a hybrid model where workers can choose to work from home or the office, these issues are unlikely to go away. In the current difficult economic times, MSPs need to accept that their clients are going to be pushing them hard to “keep the network alive”. The days of addressing an outage within an allowable response time allocation are coming to an end. That’s reflected in the much tougher SLAs that many MSPs are having to work to. Where MSPs might previously have been able to negotiate remote site SLAs based on a two or even four- hour response time or at best a two- or four-hour resolve time, clients across multiple sectors are now updating their requirements. It is not uncommon to now see requests for pricing in similar scenarios to be provided on a 30-minute resolution time at remote sites. Finding a solution Guaranteeing uptime, even during an outage, and exceeding customer expectations is the aim of every MSP. To do this effectively though, MSPs need to invest in their infrastructure and implement solutions capable of managing it. They need to harness network automation and address issues before they get out of control. They must also highlight to clients the importance of resilient network infrastructure. Moreover, they should be looking to redesign their business to ensure that they are delivering a rapid response when network disruptions occur, thereby helping eliminate the negative impacts of outages. A key part of this is choosing a network platform that allows them to manage their critical infrastructure remotely without relying on ‘feet on the street’ or worrying about travel restrictions and reduced site access. This means implementing a solution that includes Smart Out-of-Band management (OOB), which provides an independent management network that allows secure access to critical devices. The platform should operate separately from the network data plane, providing engineers with an advanced OOB console server connected to critical equipment at each location and a centralised management portal. This will give engineers access to manage, monitor IT infrastructure, anticipate network issues, and resolve them remotely, removing the need to travel to affected sites. Investing in a platform that provides always-on access to customer devices and allows engineers to manage everything from one cen tral location, will help MSPs accelerate fix times, meet SLAs, reduce costs, and exceed customer expectations. n How out-of- band and automation help MSPs deliver network resilience Alan Stewart Brown VP Sales of EMEA Opengear Managed Service Providers (MSPs) manage and maintain networks for their customers. They have to deliver and implement multi-box solutions at the customer site and ensure these are kept up and running. They need to monitor the environmental conditions in which these systems operate and they must comply with service level agreements (SLAs). network resilience www.networkseuropemagazine.com 35Cloud systems are rapidly disrupting the on-premises business model. Research and investment in solutions is essential to ensure they meet both the immediate needs of the business and innovate for future breadth of service for competitive longevity. The contact centre industry continues to evolve, and businesses should be ready to meet the fast-changing needs and expectations of their customers. To do this, organisations need to consider the technical capabilities that can run across different platforms to ensure continuity and security within them. But what exactly are these? The ultimate goal: Going beyond 99.9% uptime In the early days of cloud, reliability concerns surged, and it was top of mind for companies looking to make the switch. It wasn’t that their existing on-premises systems had great uptime, but more so they had control over upgrades and fixing any issues that came up. Today, the discussion regarding reliability for cloud vendors has coalesced around uptime being comparable or greater than that of on-premises software. The ultimate goal of 99.999% uptime equates to around five minutes of downtime over the course of a year. Many on-premises systems struggle to reliably maintain even 99.9% uptime, The move from on-premises to cloud-based architecture certainly has clear business benefits such as hardware cost savings and faster responding times for customers, but the technical aspects deserve equal consideration to ensure businesses choose the right solution for organisational needs. Not only does it benefit businesses and their customers in the short run, but when looking at the technical aspects of the switch, it can aid growth and consistency in the long run. Brian Atkinson GM and VP EMEA Five9 cloud-based contact centres www.networkseuropemagazine.com 36which equates to about eight hours of downtime over the course of a year. Most businesses need solutions to be available during operating hours. Not surprisingly, we use the word availability to refer to whether a particular service is accessible when needed. A cloud solution providing very high uptime effectively achieves the availability requirement for all businesses – 24/7 availability. If a business only operates between the hours of nine to five, a system that is always available between those hours would meet business needs. A minimum uptime of 33% is all that would be required. This assumes that the system would only be unavailable after hours, which is not a reasonable assumption. Reliability requirements for business solutions depend on the nature of usage and its importance to the organisation. Organisations are dependent on the software they use and rely on the technical capabilities every day so it’s ‘business as normal’. With reliability from providers, organisations can ensure their customers are getting great experiences, every single time. Redundancy is inevitable Failure within systems is inevitable no matter how well the platform is built. Because of this, some level of redundancy Technical advantages in cloud-based contact centres cloud-based contact centres www.networkseuropemagazine.com 3701908 282200 enquiries@dunasfern.com www.dunasfern.com LET’S CONNECT! LET’S CONNECT! We now stock Sirocco Blown Fibre Systems Contact us for more information on the solutions we offer Part of the programme www.networkseuropemagazine.comis required to create a highly reliable system. Architecture should be designed so that any individual failure has a fallback and can be substituted without human intervention. Areas of consideration for redundancy include hardware, process, network and even geographical locations. Businesses need to ask themselves if action is required from someone on the teams, what steps are required and in case of failure, if there is an automated process in place. A plan should be implemented so businesses are prepared for any and all technical issues. Flexibility for the future Flexibility is not at the forefront of businesses’ minds today, but it can save organisations from headaches down the road as they continue to grow and scale. Platforms built on legacy on-premises platforms tend to be very fragile and have trouble keeping up when it comes to releasing new products, feature enhancements, or even bug fixes. Understanding the architecture of the platforms will help determine the flexibility and agility when it comes to growth. Microservices are increasingly being used to ensure that a system is flexible and extensible. If a service provider is using them, it will be able to keep up with the latest market demands. Use of the latest technology, such as Kubernetes and Docket Containers, may also indicate that a company is leveraging the technology behind the scenes to stay competitive and nimble. It doesn’t guarantee delivery of needed features, but at least it eliminates barriers to moving quickly based on market demand. If an existing software is not flexible, it can really slow down business operations as it may take weeks or months to deploy new products or features – which can cause huge disruptions. When choosing the right systems, businesses need to understand how they were built and their underlying third-party software components. Ensuring security Security is critically important for cloud businesses that store or have access to sensitive data. The information stored needs to stay encrypted and out of the hands of corrupt groups. This should be top priority. It is important that businesses understand the differences between companies that claim high security and those that have put policies and best practises in place to be highly secure. If security isn’t covered on a company’s corporate website, it could be an immediate red flag that it hasn’t taken proper steps to secure data within its own environment. Moving from on-premises solutions to the cloud is no easy task and it is important companies do their research when doing so. When assessing vendors, it can be challenging to determine who can deliver product features, capabilities, professional services, and support at a reasonable cost. Organisations will need to investigate and validate vendors’ claims related to reliability, flexibility, and security. Business buyers will likely focus on whether a particular cloud solution will be a good fit for their business problem. That leaves IT and other tech savvy decision-makers to help the company determine if a solution will provide the right capabilities in a secure and reliable manner for years to come. n cloud-based contact centres www.networkseuropemagazine.com 39Next >