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Analysts will explore how digital businesses are redefining infrastructure services at the Gartner IT Infrastructure, Operations & Cloud Strategy Conference
Research by Gartner, the world leader in research and advice for businesses, shows that digital business initiatives are forcing cloud-based infrastructure service providers to expand their offerings beyond edge computing technologies to offer so-called point-of-point services. digital contact.
According to Gartner, a digital touchpoint is any type of interaction between users and a digital device, product, or service. For example, when an individual has a Q&A session with a chatbot, books a flight online, or uses a fitness tracker.
"Creating 'business moments' across digital touchpoints is the new scalable way to engage customers," says Rene Buest, Senior Research Director at Gartner. "Infrastructure service providers that fail to embrace this development will lose their presence with customers in the future and will need to struggle to interact closely with consumers again."
Gartner predicts that by 2021, 65% of global infrastructure providers will generate 55% of their revenue through services related to edge computing tools that help their customers create these business moments at digital touchpoints.
Organizations are engaging their customers with new digital touchpoints
The explosion of the Internet of Things (IoT) and human-machine interaction interfaces is pushing computing resources and services closer to the demands necessary for digital touchpoints to function at the edge of organizations' infrastructure. At the same time, an increasing number of companies are focusing on the edge to engage more closely with customers at digital touchpoints.
According to research by Gartner*, 27% of organizations are already planning to explore edge computing as part of their infrastructure strategy. By the end of 2019, 70% of respondents expect edge computing to become relevant to their infrastructure plan.
Going Beyond Edge Computing to Offer Digital Contact Services
While Cloud Computing provides the foundation for agile infrastructures, as an enabler of backend technology for digital businesses, the fact is that the demands needed for digital touchpoint initiatives are different. This is due to the requirements for decision-making and real-time interaction, the growth of data produced in each interaction and the demand for security, autonomy and privacy about information. As a result, storage and processing services need to be located physically closer to people, which forces the placement of cloud services in edge computing structures.
By 2022, Gartner estimates that half of large organizations will integrate Edge Computing principles into their projects. This is in part because by 2022, US$ 2.5 million will be spent every minute on the Internet of Things (IoT) and 1 million new IoT devices will be sold every hour.
“This huge growth will need to be supported by reliable infrastructure environments that support proximity, low latency, high bandwidth, autonomy and privacy,” explains Buest. “Cloud Computing is no longer enough. Infrastructure service providers should capitalize on this growth by extending services beyond the defined margin to support the functioning of digital touchpoints.”
By focusing on the delivery of digital touchpoints, infrastructure service providers will be able to boost their delivery value chain to companies, with fast components and close to where end users interact with companies. Possible services may include:
• Infrastructure Management: This service option enables a comprehensive infrastructure platform approach, from the core of Cloud allocated resources to Edge Computing-based applications, to support customers' digital touchpoints. It also includes the requirement to control, categorize and deploy the infrastructure, with required applications, services and connectivity in a software-defined style.
• Infrastructure Integration: This feature ensures a tight, smooth, API-driven integration of infrastructure services with on-premises infrastructure, edge devices, cloud services, middleware platforms, data, processes, gateways, and mobile devices.
• Infrastructure Security: Provides the services and tools needed to ensure holistic infrastructure security management, with analysis of platforms, devices, applications, data, processes and users.
• Data Management and Control: Delivers complete lifecycle management of data generated and collected across digital and edge touchpoints. In this service, a sustained chain that integrates the Cloud network, edge computing applications and digital touchpoints must be implemented to ensure that data is managed and compliant at every stage.
Additional research on the topic will be presented during the Gartner IT Infrastructure, Cloud Operations & Strategy Conference, which takes place on April 24th and 25th in São Paulo. At the event, Brazilian and international analysts will present vital connections between technologies, management and culture with a special focus on the leadership of each Infrastructure and Operations (I&O) function.
Those interested in participating in the event should contact Gartner by e-mail brasil.inscricoes@gartner.com, by telephone (11) 5632-3109 and 0800 774 1440, or through the website www.gartner.com/pt-br/conferences/la/infrastructure-operations-cloud-brazil. The event has the institutional support of ABES and its members will have a special discount of R$ 550 on the registration price. To gain access, sign up with the code BRIABS.
According to Gartner, a digital touchpoint is any type of interaction between users and a digital device, product, or service. For example, when an individual has a Q&A session with a chatbot, books a flight online, or uses a fitness tracker.
"Creating 'business moments' across digital touchpoints is the new scalable way to engage customers," says Rene Buest, Senior Research Director at Gartner. "Infrastructure service providers that fail to embrace this development will lose their presence with customers in the future and will need to struggle to interact closely with consumers again."
Gartner predicts that by 2021, 65% of global infrastructure providers will generate 55% of their revenue through services related to edge computing tools that help their customers create these business moments at digital touchpoints.
Organizations are engaging their customers with new digital touchpoints
The explosion of the Internet of Things (IoT) and human-machine interaction interfaces is pushing computing resources and services closer to the demands necessary for digital touchpoints to function at the edge of organizations' infrastructure. At the same time, an increasing number of companies are focusing on the edge to engage more closely with customers at digital touchpoints.
According to research by Gartner*, 27% of organizations are already planning to explore edge computing as part of their infrastructure strategy. By the end of 2019, 70% of respondents expect edge computing to become relevant to their infrastructure plan.
Going Beyond Edge Computing to Offer Digital Contact Services
While Cloud Computing provides the foundation for agile infrastructures, as an enabler of backend technology for digital businesses, the fact is that the demands needed for digital touchpoint initiatives are different. This is due to the requirements for decision-making and real-time interaction, the growth of data produced in each interaction and the demand for security, autonomy and privacy about information. As a result, storage and processing services need to be located physically closer to people, which forces the placement of cloud services in edge computing structures.
By 2022, Gartner estimates that half of large organizations will integrate Edge Computing principles into their projects. This is in part because by 2022, US$ 2.5 million will be spent every minute on the Internet of Things (IoT) and 1 million new IoT devices will be sold every hour.
“This huge growth will need to be supported by reliable infrastructure environments that support proximity, low latency, high bandwidth, autonomy and privacy,” explains Buest. “Cloud Computing is no longer enough. Infrastructure service providers should capitalize on this growth by extending services beyond the defined margin to support the functioning of digital touchpoints.”
By focusing on the delivery of digital touchpoints, infrastructure service providers will be able to boost their delivery value chain to companies, with fast components and close to where end users interact with companies. Possible services may include:
• Infrastructure Management: This service option enables a comprehensive infrastructure platform approach, from the core of Cloud allocated resources to Edge Computing-based applications, to support customers' digital touchpoints. It also includes the requirement to control, categorize and deploy the infrastructure, with required applications, services and connectivity in a software-defined style.
• Infrastructure Integration: This feature ensures a tight, smooth, API-driven integration of infrastructure services with on-premises infrastructure, edge devices, cloud services, middleware platforms, data, processes, gateways, and mobile devices.
• Infrastructure Security: Provides the services and tools needed to ensure holistic infrastructure security management, with analysis of platforms, devices, applications, data, processes and users.
• Data Management and Control: Delivers complete lifecycle management of data generated and collected across digital and edge touchpoints. In this service, a sustained chain that integrates the Cloud network, edge computing applications and digital touchpoints must be implemented to ensure that data is managed and compliant at every stage.
Additional research on the topic will be presented during the Gartner IT Infrastructure, Cloud Operations & Strategy Conference, which takes place on April 24th and 25th in São Paulo. At the event, Brazilian and international analysts will present vital connections between technologies, management and culture with a special focus on the leadership of each Infrastructure and Operations (I&O) function.
Those interested in participating in the event should contact Gartner by e-mail brasil.inscricoes@gartner.com, by telephone (11) 5632-3109 and 0800 774 1440, or through the website www.gartner.com/pt-br/conferences/la/infrastructure-operations-cloud-brazil. The event has the institutional support of ABES and its members will have a special discount of R$ 550 on the registration price. To gain access, sign up with the code BRIABS.
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