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Exposure to social networks and consumer cloud solutions has led to higher user expectations in the enterprise. Not for perfection, but for transparency. This trend is colliding with industry norms of measuring device performance rather than user experience.In this session, we draw from case studies of successful transitions to illustrate key factors network management professionals must consider. As help desks become virtual, anticipating questions(FAQs) and enabling users to share experiences are critical. The enterprise nervous system is becoming richer, and therefore more demanding. Will the nervous system’s custodians be able to develop leadership maturity to handle intangibles?