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Cloud Computing

If your business has to store large amounts of data, it may be worth looking into cloud computing. Find out about renting virtual storage space as an alternative to upgrading your software.


Cloud computing – overview
 

Cloud computing involves accessing IT resources (such as applications and storage) over the internet rather than having them on your own PC or network. Instead of buying a new, bigger disk drive, you simply rent a bit more disk space; instead of having to struggle with installing and upgrading software, you let a cloud computing provider take the pain. All you have to do is log-on to use it.

Cloud computing promises flexibility, efficiency and cost savings. For smaller businesses who have trouble justifying a fully-fledged in-house IT department, it gives you access to the best and latest technology and support with minimal management overhead. And, of course, this access is enhanced through the communications speeds offered by Superfast Broadband.

What does the technology do?
 

Cloud computing provides on-demand IT resources. Just as you know that unlimited amounts of water will flow out of the tap when you turn it on, without having to worry about the infrastructure of reservoirs and pumps and pipes, when you use the cloud you don’t need to care which particular server in a remote data centre holds your data.

All you need are PCs and the type of fast internet connection provided by Superfast Broadband. You connect to your cloud service provider, and use applications and files in the normal way – the only difference, more or less invisible, is that they are not actually on your hardware or your network, but on the service provider’s.

The cloud can replace part of your in-house IT resource, or nearly all of it. Some users prefer to employ the cloud only for a few functions, often for data back-up and disaster recovery, while keeping applications and live data on their own network.

Others go much further and access their day-to-day business applications such as spreadsheets and databases from a cloud provider. This is often called ‘Software as a Service’ or SaaS.

It’s also possible to develop your own applications on the cloud, using ‘platform as a service’ or PaaS providers such as Amazon’s Elastic Compute Cloud (EC2). They provide the underlying technology, and your IT staff build applications on that. Some large organisations even operate their own ‘private clouds’, although in this guide we’ll be concentrating on the ‘public cloud’ that’s available for any business to hire.

At a simpler level, many of us have used the cloud without knowing it. For instance, the applications offered by Google Apps or Zoho are examples of cloud computing, as are the various email providers accessed through the web, or the Spotify music service. Meanwhile, at the other end of the scale are specialised business applications in SaaS form such as Desk.com for customer support or Salesforce.com for customer relationship management.

Business benefits of cloud computing
 

Some benefits of the cloud are very concrete and immediate, while others are more strategic.

Cost benefits

Cost savings are a major attraction for many: using IT resources in the cloud can quite simply be much cheaper than owning them. When making this calculation, however, it is important to consider not just the direct costs of acquiring technology versus hiring it as a service, but also factors such as maintenance and staffing costs, expenditures made in the past on in-house systems that are still functional, and so on.

You will also still need some kind of in-house IT function even if your business moves entirely to the cloud, to manage the relationship with the cloud vendor and the basic technology that must remain on your premises such as PCs and a local area network.

However, operations and support expenses can be expected to drop dramatically. With the move from a purchasing to a hiring model, the majority of IT costs will also cease to be capital expenditure and will instead become operating costs in the form of regular fees to the service provider. This means, too, that costs are more closely aligned with usage; you are not continually subsidising kit that lies idle most of the time, or spending large amounts on software applications that will only get fired up once a year. You pay for what you use.

Improved agility

However, the cloud’s impact on the bottom line is not limited to IT budgets. Over the long run it may improve agility, flexibility and efficiency, by allowing you to have precisely as much IT resource available as you need at any given time – and by letting you concentrate on your core business and your customers rather than on the minutiae of IT.

After all, the resources available to you in the cloud are effectively unlimited. To meet the needs of all its clients the cloud provider will have far more computing power than any individual customer will use. So if your requirements increase – even temporarily, perhaps if you need to run much bigger spreadsheets than usual at annual accounting time, or to get a new project off the ground quickly – you simply request extra. Typically this is provided automatically and instantly, so it really is as straightforward as opening the tap further to draw more water.

Easier maintenance and upgrades

Another benefit which many small enterprises welcome is that the cloud provider has full responsibility for purchasing, installing, upgrading and maintaining equipment and software. No longer do you need to deal with ailing hardware, or spend time installing updates. When you turn that tap, you can be sure of getting the latest IT tools, fully functional.

Remote working

Other benefits include easier remote working – if an application is in the cloud, accessing it from home or via a mobile device is just as straightforward as from the office – and, potentially, more environmentally friendly computing, as resources in the cloud service provider’s data centre are efficiently shared among multiple customers.

Getting the most out of cloud computing
 

Remember – it’s about IT resources - The cloud is a way of providing IT resources, not a technology in itself.

Don’t forget working in the cloud still needs managing - The cloud reduces day-to-day fiddling with IT, but it still needs overall management.

Consider new opportunities, not just a replacement of existing services - Don’t see the cloud as only a replacement for existing IT. Does it make new tools and technologies available to you, too?

Monitor your on-premise and in-the-cloud activities - Keep clear records of which IT functions are happening in the cloud and which are in-house – and where data is stored.

Check thoroughly before going live - Thoroughly test how your in-house IT will interface with cloud services, and how data will be migrated, before going live.

It’s not just about your IT department - Remember that moving to the cloud will affect – and empower – many parts of the business, not just the IT department.

Go for a phased migration and keep moving forward - Start small, but think big.

Getting started
 

In practice, gaining the benefits of cloud computing will probably not involve handing your entire IT operation to a cloud provider overnight. So it’s necessary to formulate a clear plan setting out what’s required from a provider, and how its services will relate to those aspects of IT remaining in-house.

What to put in the cloud?

The most basic issue to consider is: what should go to the cloud? You can buy anything from pure hardware functionality such as disk storage, to a PaaS development platform allowing you to build your own applications in the cloud, to fully operational software on the SaaS model. The patterns and costs of your business’s IT usage will help determine what can usefully be farmed out.

Customisation

Particularly if opting for a SaaS solution, you’ll need to check how far it can be customised to your needs. Consider, also, how those systems that remain in-house will interact with those in the cloud. For example, if HR is on a SaaS application but payroll is staying on your own computers, the two will have to talk somehow.

Migration issues

Migration of data from your systems to the cloud – especially if it is held in antiquated or bespoke formats – and out again, in case you one day decide to change service provider or leave the cloud altogether, needs to be looked at too.

Evaluating your options

You can then start evaluating cloud providers, bearing in mind that you are not restricted to choosing only one: if you have several different uses for the cloud, it may be that different providers can serve them best. Most often, you will deal with the providers directly, though some cloud services are available through IT reseller channels.

There are some well-known firms in the field – but because it’s relatively new, many equally competent providers are not so familiar, so buying on brand name alone is unwise. Consider costs, of course, but also performance guarantees in the form of a service level agreement (SLA) which specifies the time that the cloud service is online and fully functional: typically an SLA will be for 99.9% or above.

Security concerns

Security is another key consideration. The cloud provider’s data centre, like any other, is vulnerable to cyber-attacks – although its security measures will probably be better than most small businesses’. But there may also be privacy and regulatory compliance issues, especially if you are storing customer data on a cloud provider’s server or if the provider is located overseas. Back-up and disaster recovery plans should be discussed.

New opportunities for your IT staff?


The role of your own IT department may also need to be redefined. The more you employ the cloud, the more your IT specialists will shift their attention toward developing policies on cloud usage, planning for efficient exploitation of the cloud, and monitoring both the cloud’s performance and its interface with in-house systems. New skills and training may be required to meet these challenges; but as we mentioned, you may also find that IT personnel are freed up to work on new projects. Staff resistance to the cloud is sometimes encountered, especially when a loss of control over IT is feared, but can be overcome by explaining the benefits of the move.

Keep up-to-date

Finally, plan to review your cloud computing strategy and providers on a regular basis. This is one of the fastest-developing areas of IT, and new solutions are appearing regularly to make the cloud more productive, efficient and cost-effective for your business.

Cloud-Based Software Solutions
 

Starting a business on a shoe-string may seem like a daunting prospect, but the revolution in cloud-based software means businesses no longer have to spend a fortune on software systems. Low-cost (and often free) online applications offer businesses the opportunity to become more productive, and remain agile as they grow without investing heavily in software licenses or bespoke solutions.

It’s not the right route for all companies, but if all you need is to perform the key tasks any business needs (such as communicating, storing and managing information, and managing people and teams), there are a vast array of options out there. We’ve listed just a few of the most popular below, but it’s worth exploring the full range of possibilities to find the right tools for your business.

1. Google Apps

The suite of products under the banner ‘Google Apps’ offers many of the basic functions your business might need – company email, calendars, file storage, contact management, and the ability to create and collaborate on documents, spread sheets and presentations using ‘Google Docs’. Integrating with Google+ means you can also host online meetings in ‘hangouts’. All of this is offered at a low monthly subscription rate. Great if you already use Google products, as it offers excellent integration. www.google.com/apps

2. Evernote

Ever note is the 21st Century take on the notebook. You can make notes in text, audio or visual formats, file them in notebooks, tag them for easy searching and share them with collaborators. Free for basic users or with an annual subscription for pro features. www.evernote.com

3. Asana

If you like ticking off items on your to-do list, Asana may be perfect for you. It allows you to create everything from a simple task list to a complex project involving multiple deadlines and team members. It’s a great way of managing your own workload – and the work of others in your team. www.asana.com

4. Dropbox

The classic option for cloud storage and sharing, Dropbox still offers some of the best features, and you can gain an enormous amount of space for free. Use it as a back-up, or to keep all your documents, images, video and other files in order…and if you set it up to auto-sync, the images you take on your smartphone or tablet camera will automatically upload to the web and be waiting for you when you get back to your computer. www.dropbox.com

5. Mailchimp

If you send email newsletters, offers or other bulk communications to customers, Mailchimp is a really simple, easy to use way to get professional email marketing results. Its drag and drop interface lets you create great looking, fully featured emails that work on all screen sizes quickly and easily, and its management infrastructure will help you manage your data and make sure you stay legal and ethical in your communications. www.mailchimp.com

6. Eventbrite

If you organise events for your business, an event management application like Eventbrite could save you a huge amount of time and effort. Just set up your event online, then link to it or embed their booking widget in your web site. Eventbrite allows you to gather key data (and payments) from attendees, contact them, produce badges, registration lists and more, all from a single online interface. www.eventbrite.com

7. Hootsuite

Managing multiple social media profiles across different platforms can suck away your time in a small business – that’s where a social media management tool comes in. A good choice is ‘Hootsuite’ which allows you to set up, monitor and manage your profiles on Facebook, Twitter, Linkedin all from the same window both on your mobile or in the office. There are other similar options in this space, however, and it’s also worth checking out ‘Bufferapp’ which allows you to store up social media content for later, drip feeding it out at the times you specify. www.hootsuite.com

8. Expensify

If keeping track of your expenses is the bane of your life, you might want to try an expense tracking app like Expensify. With mobile apps for all platforms it enables you to scan in, email in, import in, or record your own expenses, linking with accounting software and other apps like Evernote. www.expensify.com

9. Wordpress

If you’re setting up a web site for your business, it’s worth looking at open source systems like Wordpress, which are free to use and constantly updated. Although Wordpress started as a blogging platform, it is used by many major companies as the platform for their main web site. You can choose a ready-made template, or work with a developer to create a bespoke template for your business.
www.wordpress.org

10. Accounting Packages

Doing your bookkeeping online can really help you stay on top of your finances, with the added benefit that you can allow your accountant to access the information remotely. However, there are so many options when it comes to your accounts that it’s really worth talking to your accountant before you make a choice. Many accountants will like to work with a specific package, but some to check out are: Kashflow, Xero, QuickBooks, Freeagent, Quickfile, and Freshbooks. Some are free, some will charge, but finding a system that works for both you and your accountant is crucial. For some useful reviews and comparisons see www.accountingweb.co.uk

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News

25 results found, page 1 of 3.  
Vapour Cloud becomes approved Avaya partner

Thursday 21 June 2018

West Yorkshire-headquartered tech specialist Vapour Cloud has become only the sixth organisation in the UK to achieve approved Avaya Cloud Solutions partner status through BT Wholesale. BT, one of the world’s leading providers of communications services and solutions, approached Vapour to deliver its cloud-based omnichannel solutions to British businesses, having seen the firm’s ability to supply another complex industry product – Storm. With a robust technology roadmap plus a growing presence within the IT and telecoms space, Vapour colleagues also had to complete multiple exams to prove the team’s knowledge of Avaya’s portfolio. Now the partner accreditation expands the breadth of Vapour’s unified communications (UC) offering, whilst helping Avaya to further penetrate the voice market. Vapour can recommend and implement Avaya Contact Centre Select (ACCS), for example – a multichannel solution that can be fully integrated with Avaya’s IP Office platform. An increasingly popular choice for growing businesses that want to harness the potential of unified communications, ACCS powers call handling, email, instant messaging, conferencing, SMS and video conversation. The result is an improved customer experience – using the channel that most suits them – plus workforce flexibility, as the cloud-based product can be used on any device irrespective of location. Commenting on the new official relationship, Vapour’s CEO Tim Mercer said: “Many organisations are starting to realise that on-premise telephony systems are holding them back, so they’re beginning to explore the world that we have operated in for the last five years. Avaya’s cloud-first strategy means they are one of the hottest names in the space, and interest ACCS is vast. “Enquiries for ACCS go via BT Wholesale who will recommend an approved Avaya partner that they think is suitable for the job. I’m delighted that we’ve succeeded in the rigorous process to achieve this prestigious status.” Driven by the latest WebRTC, Avaya’s cloud-based UC offering is very attractive to Vapour – an organisation renowned for its specialism in real-time communication technologies. “ACCS sits extremely well amongst the other products within our H?llr suite of voice solutions,” continued Tim. “It facilitates flexible working, is easy to deploy with no hardware or software installation required, and with multiple options available it can satisfy the needs of varied small to midsize organisations. “We’ve already specified the solution as part of some of our most exciting upcoming projects and I look forward to seeing the relationship unfold. The partner status could add up to £250,000 to our business by the end of this year alone.” Elaborating on Vapour’s approved partner achievement, Vincent Sivori, BT Wholesale Sector Sales Manager said: “We have to identify businesses who would be a good partner for the re-selling of Avaya services that we supply. From working with the Vapour Cloud team we very quickly realised that with their excellent cloud skills and strong service focus, they will offer a compelling proposition to the market. It is exciting times and working hand in hand with Vapour we will support their clients’ move to cloud.”
Posted by Scriba PR Limited
Yorkshire cloud tech firm Vapour commences acquisition trail

Wednesday 23 May 2018

Yorkshire-headquartered technology specialist Vapour Cloud has today announced its hunt to acquire at least two IT and communications businesses, as it prepares for growth of up to 80% in 2018. With an estimated £10m to spend over the coming year, CEO Tim Mercer is most imminently on the lookout to buy a Northern IT support firm with Microsoft partner status. Of specific interest is a skill-set in the public cloud – particularly Azure and AWS (Amazon Web Services) – to complement Vapour’s private cloud offering. A traditional voice company – particularly a PBX (Private Branch Exchange) or mobile supplier – is also being sought. With the voice industry now cloud-first, Vapour’s objective is to acquire a large customer base that needs to migrate from an on-premise to cloud offering – the company’s own speciality. Already aiming to become a £12m business by 2020 – on the basis of organic growth alone – the goal is to accelerate Vapour’s expansion with these logical business procurements. “We mark our fifth year in business this July, so as we look ahead to what the board is trying to achieve going forward, a buy and build strategy is a natural progression for the organisation,” said Tim. “We’ve established a 96% net recurring revenue rate to date, so our business development model is easy to maintain. We had a 64% seed of growth in 2017, and hope to realise 65-80% by the end of this year. “There are a number of well-established operators in this sector – dozens of which started out as lifestyle businesses – but many are not cloud-first,” Tim continued. “Of course, some are rising to the challenge and quickly adapting their offering to satisfy clients’ modern business needs. But cloud is an entirely different world. We therefore hope that by acquiring two – or more – of these such companies, we can successfully build on the legacy the current owners will leave behind, whilst supplying their customers with the next generation products and services they’re looking for.” When asked why the focus is on acquiring businesses in the North, Tim concluded: “We are of course considering investments irrespective of geography. But the vibrancy of activity in the North is undeniable, and the synergies associated with augmenting our already reputable skill-set in the region will be vast. “We’re passionate about flexible working too, so the more engineers, technical experts and customer service advisors we have in the North, the easier it will be to develop a larger, more diverse and engaged workforce.” Based in Halifax, West Yorkshire, Vapour specialises in cloud secure voice, connectivity and storage solutions, and is currently a 32-strong team. The business has attracted £4m of private equity investment to date.
Posted by Scriba PR Limited
Making your mobile technology work for you

Monday 14 May 2018

FREE learning opportunity! Why not book on to our FREE introductory event on connected mobile technology. Andy Patten will take you through the wonderful world of the connected life with iCloud, iPhone and your desktop. http://goo.gl/ztFp2n
Posted by HAD-IT
New Apple IT repair centre opens in Huddersfield

Friday 11 May 2018

Check out our new Huddersfield service centre. Castlegate Huddersfield. This is who we are and this is what we do. HAD-IT Limited & HAD-IT (Huddersfield) Ltd incorporating HAD-COPY and HAD-PRINT Specialise in the Service and Support of Apple Products including Macs, iPads and iPhones etc. Our Apple Certified Engineers offer repairs from a simple Screen Replacement to Hard Drive Issues, Upgrades, Tuition and Training at very competitive prices. We also Supply and Support a full range of State of the Art Technology Colour and Mono Copier/Printers from simple Desktop to Large Format and Feature Rich Multifunction Machines with Full System Document Production all with a variety of Service, Maintenance and Support Contracts. In addition, our Printing Division offers a complete Graphic Design and High-Quality Printing Service to AO Size.
Posted by HAD-IT
Check out our New! Print Centre in Huddersfield

Friday 11 May 2018

Our Experienced Print Bureau Staff have a wealth of knowledge to make your Print and Graphics Project stand-out from the crowd.
Posted by HAD-IT
Your Local Apple IT Repair Specialists

Friday 11 May 2018

Hello, I’m one of the team at Had-It Limited. Our IT Technicians have a background with Apple Products, and have Apple training in their careers. We specialise in the repair of iPhones, through to Macbook and Apple desktops. So if you’ve had a slip and smashed your screen, we’re here to help. Prices vary on device and problem.
Posted by HAD-IT
Global Branding Agency Announces Launch of Accelerator Hub to Support Yorkshire Creative & Tech Start-Ups

Tuesday 03 April 2018

Elmwood, the world’s most effective brand design consultancy, is set to launch its first accelerator programme in June 2018. Elmwood LaunchPod is a unique project bringing creative and technology start-ups together into a thriving creative community, collaborating with them over a 12-week programme designed to take their businesses to the next level. Initial details about Elmwood LaunchPod, which will be hosted at Elmwood’s studio in Leeds (United Kingdom), have been released today, with the official launch of the accelerator programme taking applications from Monday 16th April until Friday 8th May. The inaugural accelerator programme is aimed at promoting the development of innovative consumer health start-ups, with Elmwood inviting both technology and creative (STEAM: science, technology, engineering, arts and mathematics) businesses who are innovating how people manage their health to improve their quality of life. As a global brand design consultancy, Elmwood is uniquely placed to o?er start-ups the guidance and support they need to ensure sustainable business growth beyond the 12-week programme. By bringing emerging technology and creative businesses into their community, they hope to discover how technological innovation can enhance brand experiences for both clients and consumers. Elmwood anticipates working with 5 start-ups when the 12-week accelerator programme commences, helping to support the next generation of entrepreneurs who are already hard at work to bring emerging ideas to market that will shape the future of consumer health. Throughout the 12-week programme, successful applicants will receive specialist insight from a world-class community of marketers and creative designers and free workspace at Elmwood’s creative and dynamic studio. Participating start-ups will also have access to expertise across Elmwood’s industry-leading global clients as mentors, as well as access to investors. Sarah Dear, managing partner at Elmwood and managing director of Elmwood LaunchPod, commented: “This is a unique project bringing together businesses with breakthrough ideas propelled by the power of design. “The future inevitably starts with an idea and some of the most innovative ideas are found among start-up businesses. Elmwood prides itself on being at the intersection of creativity and innovation and we’re looking forward to supporting the aspirations of health-focused entrepreneurs who are eager to develop the next generation of consumer health experiences into successful businesses that help improve people’s lives.”
Posted by KC Communications
Yorkshire cloud tech specialist secures £1m deal with Betfred

Wednesday 14 March 2018

Yorkshire based technology specialist Vapour Cloud – in association with pure technology group (PTG) – has secured a contract with renowned UK bookmaker Betfred, worth in excess of £1m. The betting firm has invested in Vapour’s omnichannel platform Höllr, as part of an extensive project to overhaul its call centre infrastructure. When fully deployed, the solution will encompass recordable voice, video, SMS, email and social media dialogue. A secure payment gateway – compliant to PCI DSS* Level 1 – will also ensure adherence to industry legislation. Elaborating on how the technology works, Vapour’s CEO Tim Mercer explains: “This really is a ‘next generation’ solution, particularly suitable for businesses with a B2C contact centre operation where security is a must. “The call recording facility will automatically stop, for example, when a customer inputs their card details. The DTMF (Dual Tone Multiple Frequencies) tones will also be masked so that the operator hears only a flat sound, then as soon as the three-digit CVC code is inputted, the recording will immediately re-start. This ensures the safe processing of extremely sensitive data.” With all communications set to be reportable, Betfred will now produce a host of call-related metrics that will drive performance improvements within the team. These statistics will include the number of calls missed and received, call sources, time and date stamps, and waiting durations. The flexibility of the platform will also allow Betfred employees to work from home, should they need to, for business continuity in the event of a disaster recovery scenario. The phased six-month roll out follows an extensive three-month ‘proof of concept’ project, with a VIP team of Betfred beta-testers. Once fully operational within the 150-strong call centre in Wigan, the platform will be implemented throughout the full network of 1,700 UK shops, one by one thereafter. Commenting on the project, Tim added: “Betfred has long prioritised the security of its customers details, but as cloud-based tech evolves so too do the opportunities to ensure even greater compliance. This is particularly important given the looming introduction of GDPR. The investment will also promote greater flexibility within the team, without any detriment to the customer experience. “This is a fantastic contract for us to win and it is a testament to the technological capabilities of our platform, particularly because many other industry solutions couldn’t fulfil the compliance brief. It’s also a strong example of how we work with channel partners to deliver complex solutions that may otherwise be unattainable. The client benefits from a safe pair of hands and the partner expands their revenue potential.” PTG’s sales director Gary Saunders elaborated: “This project is the result of a superb partnership between Betfred, pure technology group and Vapour, which has long focussed on the delivery of significant benefits for Betfred and its customers. It brings together expertise in multiple disciplines to totally transform the organisation’s approach to communications.” Betfred’s Head of Customer Services Mark Hilton concluded: “We are delighted to secure a deal with Vapour Cloud, which will greatly improve the customer experience and make us even more efficient.” Betfred receives an average of 50,000 incoming calls per month. *Payment Card Industry Data Security Standard
Posted by Scriba PR Limited
Harrogate to Host Digital Knowledge Conference

Tuesday 06 March 2018

Harrogate Convention Centre is set to host the “Go Digital – Live” conference on the 23rd March. The conference, which is organised by the Digital Knowledge Exchange, part of the Digital Enterprise programme in partnership with BQ Live and Stray FM, is open to all SME’s in the Leeds City Region who are looking to boost the digital knowledge enabling them to upskill and grow their businesses through advances in technology The one-day conference which opens with a keynote speech from Deputy Leader of Harrogate Borough Council, Cllr. Graham Swift will also provide delegates with access to a range of industry experts including Becky Boyd from the Google Digital Garage who will be giving insight on digital advertising, Leeds Beckett University will be discussing the rise of chatbots and how to implement them into your business successfully, while Pascal Fintoni of Arclight marketing and Media will be offering advice on how to launch your own live video show. In advance of the implementation of the General Data Protection Regulation, the Yorkshire & Humber Regional Cyber Crime Unit will also be advising on advances in cybercrime and how to mitigate the impact cybercrime has on companies and their customers. With up to 150 delegates anticipated to attend the conference, they will have the opportunity to register in advance to “Meet a Mentor” providing the ability to obtain on the day one to one support. To end the conference, there will be a Q & A Panel Session hosted by leading digital and tech specialists. A range of exhibitors will also make up the conference, providing delegates with the ability to discover some of the region’s most successful digital technology-related businesses.   To register for the event, visit https://www.godigitallive.co.uk/
Posted by KC Communications
Vapour Cloud invests in in-house service desk

Thursday 22 February 2018

Elland headquartered Vapour Cloud has invested in a new service desk to support the technology firm’s ever-increasing client base. The GDPR-compliant facility – which has been designed in line with ITIL* best practice – has been launched this month following a five-figure investment, six months of planning and a further two months of intensive beta testing. Having previously used a variety of external support systems, Vapour wanted to further boost the robustness and consistency of the team’s technical service infrastructure. The service desk has therefore been built on the world-leading Remedy platform, and trialled internally with a phased soft launch before its official roll out. Commenting on the new service desk provision, Vapour’s co-founder and cloud services director Steve Dempsey said: “All incoming client support calls and emails now come into one central internal system and are picked up by a single dedicated team. We haven’t just invested heavily in our technical capabilities – we’ve reallocated internal resources and recruited more cloud and customer service experts too, in order to effectively staff the six-strong desk. “The result is a more streamlined, efficient and dependable approach to customer service, which ultimately relies on strong, clear lines of communication.” Client queries are now logged via a simple ticketing system and triaged according to their level of urgency and technical complexity. Straightforward fixes are handled by the front-line team whilst more complex matters are escalated to Vapour’s specialist engineers. “The world of cloud tech is dominated by the satisfaction of SLAs that offer businesses some degree of reassurance regarding the support they receive,” continued Steve. “But really, service level agreements should provide only a minimal baseline. In the ‘real world’, modern organisations demand greater responsiveness, so if we can address something quicker than an SLA dictates, we will.” The soft launch period saw the use of a single incoming telephone number for clients’ technical enquiries. The success of this beta phase has seen the complete roll out of the service desk infrastructure this month. *ITIL (Information Technology Infrastructure Library) defines the detailed value-adding practices for planning, implementing and measuring successful IT service management to meet the needs of modern businesses.
Posted by Scriba PR Limited
25 results found, page 1 of 3.  

Events Posted

4 results found 
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CodeUp Huddersfield - June
Tuesday 26 June 2018, 18:00 - 20:00
The Media Centre, 7 Northumberland Street, Huddersfield, West Yorkshire, HD1 1RL
Free Entry - 50 places
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UltraFast Internet Connectivity
Tuesday 26 June 2018, 08:30 - 10:30
John Smiths Stadium, Office Part Second Floor North Stand, Stadium Way, Huddersfield, HD1 6PG
Free Entry - 10 places
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Basics of Social Media
Thursday 26 July 2018, 09:30 - 12:30
Storthes Hall Park, Storthes Hall Lane, Huddersfield, HD8 0WA
Free Entry - 30 places
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Basics of Social Media
Thursday 27 September 2018, 09:30 - 12:30
Storthes Hall Park, Storthes Hall Lane, Huddersfield, HD8 0WA
Free Entry - 30 places
4 results found 
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