Posts Tagged: ‘Cloud Native’

The Three Keys to Success for HCL Software Support

24. Mai 2021 Posted by Piet Gaarthuis

While HCL Software as a division within HCL Technologies has grown tremendously over the last 4 years, many of you have asked what HCL Software Support is all about. How do we work? How can we ensure that you get help when in need? How can you depend on us?

Of course, we do have our Objectives defined in our legal framework, the Support Guide, to meet Legal obligations. Practically, however, that does not always give you the perspective of how we work.

To help you get up and running as fast as we possibly can, we strive to be a Support Team that is responsive, communicative, technically sound as well as professional in troubleshooting.

That may sound straight-forward and easy. But as often in software engineering, we find that the engineers who are deeply specialized might not exhibit the best general communication skills, while communicative and empathic employees might not always be the best ‘techies’. We intend to bridge that and build a team that is your trusted partner in deeply technical and complex environments.

Similarly, a doctor needs to be an expert in his medical field but also needs to have a sense of empathy, an ability to talk to different patients at different levels, and, through questioning, make an analysis of what might be going on.

I often use the medical industry as a metaphor. You want to trust your medical professionals to do the right thing. We in HCL Software Support aim to be the medical professionals of the Software Industry. Organisationally, we therefore have an emergency ward to assist you 24 by 7. There are general practitioners to have good conversations with you to assess the urgency and identify possible avenues of further analysis or recovery. We have specialists to help in specific fields that require deep skills. Sometimes we engage a surgeon to build a fix, while at other times we request pharmacists to provide medication (workarounds) to mitigate symptoms.

There are three capabilities that we believe are core within that level of professionalism.

  1. Responsiveness: what is going on? When you reach out to us, we will try to call you to review your perspective of the concern you raised, gauge the impact, grasp the technical context, and evaluate follow-up options. To set expectations we need to understand the concern. Do we need a quick remote session? Do we miss version information? Is the observed behaviour repeatable? Do we need to call in experts with specific expertise? Or can we address the concern on the fly? These are all aspects that might or might not apply to the situation at hand. The thousands of Enterprise clients HCL Software works with all have unique implementations of our software. This approach would be comparable to what a general practitioner would do in their conversations with patients. What is aching? Does it ache all the time? What have you tried so far? Do we need to move you to the ICU? Being responsive while asking the right questions is critical to how we believe Software Support is delivered.
  2. Product and Domain expertise. A Support Engineer working for customers using a Marketing Application like Unica will need to understand the application back to front. Not only the product Unica, also the multitude of different implementations of Unica, including the connecting technologies it works with, like operating systems, extensions, databases or cloud environments. Think of a neurologist who is an expert in neurons as well as in all the connecting tissues and organs, or an ophthalmologist who might understand the physics of the eye in detail but is nowhere if not also understanding how it is connected to the brain. The same is valid for our Support Engineers working for the Domino suite of products or our DevOps portfolio, or any of the other Product Families that HCL Software offers. We are therefore organised by Product Family but also have cross domain skills to provide the right expertise for your query.
  3. Troubleshooting. We, at HCL Software, partner with the Kepner-Tregoe Company to teach our engineers the Kepner-Tregoe troubleshooting methodology (www.kepner-tregoe.com) over the next few years. This helps our engineers to become professional troubleshooters. It puts a logical framework around a natural tendency that we all have when ‘things go wrong’. This helps Software Support Engineers to communicate clearly, prioritise, define problems factually, and think through options. With this approach, we bring One Language to our Engineers in the communication within our teams and with you, our customer. There is this famous test of the Invisible Gorilla (http://www.theinvisiblegorilla.com/videos.html). While the spectators were focused on the ball being thrown from player to player on a basketball court, a Gorilla moved around this court. Most of the spectators missed even spotting the gorilla. That research was reproduced with radiologists searching for nodules in lungs of patients. They asked radiologists to perform a familiar lung nodule detection task. A gorilla, almost 50 times larger than the average nodule, was inserted in the last case. 83% of radiologists did not notice the gorilla (https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3964612/).

With our partnership with the Kepner-Tregoe company we aim to reduce the percentage of misses in our Software Troubleshooting.

So far, we have done remarkably well. When referring to the industry standard of Net Promoter Score on surveys, we consistently score 60 or higher, amongst the top performers in the Software World (see for example: https://delighted.com/blog/what-is-a-good-nps-score).

But, of course, we are still young and not perfect. We continue to learn, strive to be better to exceed your expectations and HCL’s wish to Deliver Beyond the Contract.

For more information, visit: https://support.hcltechsw.com/csm

Deploy Cloud-Native HCL Digital Experience — in Minutes — with HCL SoFy

13. Januar 2021 Posted by Jason Cornell

Cloud-native adoption can seem complex and daunting — but it doesn’t have to be. Digital experience platforms that connect and integrate some or all parts of your enterprise require thoughtful planning, organization and testing to successfully make a cloud-native transition. The benefits to adopting a cloud-native approach, however, are huge. From reducing your total cost of ownership (TCO) to speeding up the development process and delivering experiences during peak times without service interruptions, adopting cloud will accelerate business processes, improve system reliability, and preserve the value of your investments. 

With HCL SoFy you can dramatically simplify and accelerate a cloud-native deployment of HCL Digital Experience … it will take about the same amount of time it takes to make a cup of coffee(!).  You can also connect other HCL products and services in just a few clicks — and discover the native synergies within HCL’s family of products — in a cloud-native environment. 

Testing New Possibilities 

Deploying HCL Digital Experience cloud-natively in minutes may sound too good to be true, but HCL SoFy makes it easy. HCL SoFy paves the way for rapid testing and prototyping cycles that enable organizations to speed cloud-native adoption, reduce TCO, auto scale services based on demand, and even accelerate the deployment of your feature pipeline keeping organizations ahead of competitors. 

HCL SoFy enables organizations to quickly assess and test cloud-native strategies to see what best fits adoption plans. It also helps organizations quickly gain the expertise to successfully adopt cloud-native and establish an understanding of what is required to make a transition to a cloud-native environment.  Using HCL Sofy, businesses can gain valuable insights to help plan cloud-native adoption transitions based on hands-on expertise and real-world scenarios. 

Watch this video to learn more.

Taking the Guesswork Out 

The move to cloud-native solutions has many benefits but getting started and assessing the differences in implementation (compared to an on-premises installations) has historically stopped many organizations from taking the plunge.

Learning how to transition your HCL Digital Experience platform to a cloud-native deployment using container, Kubernetes and microservices technologies used to be painful, but, now with HCL SoFy, it’s much easier to understand, plan and take the guesswork out of making the cloud-native transition. With HCL SoFy, you can also connect other HCL products — such as HCL Unica and HCL Commerce — to provide a world-class experience to your customers with just a few clicks. 

Tell Me More 

HCL is not only committed to providing the latest cloud-native technology, but also to helping organizations successfully transform to being entirely cloud-native. Learn more about how you can take advantage of HCL SoFy’s powerful features with HCL Digital Experience by registering to see it in action in a short webinar and live demo or through scheduling a free personalized workshop where our team can help you get started. 

Register Today Schedule a Workshop

HCL Digital Experience. Business Critical at the Speed of Cloud.

19. November 2020 Posted by Demetrios.Nerris

HCL Digital Experience (DX) is making it faster and easier than ever to deploy business-critical digital experiences. New capabilities including hybrid cloud deployment alternatives, intuitive content management and creation tools and faster application deployment are just some of the new features coming to Digital Experience. The new release was launched at DX Inspire — part of HCL Software’s Digital Solution’s Digital Week 2020, an inaugural virtual event for the organization’s digital solutions customers.  

HCL DX is the trusted platform organizations use to create, deliver and manage personalized experiences that serve customers, employees, and partners on any digital channel. The latest release provides significant updates and benefits including:  

New capabilities delivered in the cloud. Zero effort.  

Employ a hybrid, cloud-native architecture and get the latest capabilities with no migration required. New hybrid cloud support enables administrators to deliver the latest capabilities up to 10x faster risk free, including intuitive new content creation tools and headless API capabilities accelerating production of persuasive content for any digital channel.  

Intuitive content tools — with a DAM included (free).  

Empower marketers with a redesigned content experience with advanced tooling. HCL DX provides easy-to-use content tools, including a DAM for no additional charge, with sophisticated image renditioning and integration with Kaltura’s online video platform. Now, deliver critical digital content and media in an instant.  

All the insights. None of the complications.  

Provide teams with actionable insights to improve conversions by 85%. New integrated analytics from Unica Discover provide struggle detection and behavior insights to help improve customer journeys.  With added integration with Google Analytics 360, insights help teams optimize user experiences and improve conversions.   

Impactful apps faster. No hassle.  

Enable all developers to deliver applications to audiences quicker and easier by automating deployments and integrating data without coding. Reduce support costs and automate the building, testing, and deployment of apps, using commonly used DevOps tools. New progressive web apps (PWAs) on desktop and mobile means each experience is continually updated, distributed faster to target audiences — without needing to connect to an app store.   

“It’s about more than creating a website. The power of HCL DX is to seamlessly combine digital content, complex business applications, and digitized business processes into a secure, impactful digital experience for an organization,” said Darren Oberst, CVP and Head of HCL Software. “We’ve listened to our customers and developed a significantly easier and faster way to enhance and deliver user experiences that matter.” 

Learn more about HCL Digital Experience’s new features here

The post HCL Digital Experience. Business Critical at the Speed of Cloud. appeared first on HCL SW Blogs.

The Benefits of Hybrid Cloud and Why it’s a Big Deal

31. Oktober 2020 Posted by Jason Cornell

With more and more enterprise technologies moving to cloud-based deployments it has become increasingly important for organizations to carefully evaluate their current digital experience implementations and formulate a cloud strategy and roadmap to get there to reap the business benefits of cloud for driving transformation, differentiation and ultimately achieving competitive advantage.

While the benefits are getting to cloud are compelling, organizations require flexibility in their cloud journey to minimize the challenges inherent in migrating mission critical workloads to the cloud. Migrating to a public or private cloud can take a lot of time, money and development resources. With HCL Digital Experience’s new hybrid cloud support organizations can exploit the benefits of cloud, maximize the value from their existing on-premise deployment and future proof their digital experience investment. 

New HCL Digital Experience hybrid cloud support enables customers to use their existing on-premise with the game-changing cloud-based content management features — without needing to migrate anything. Magic? No. Revolutionary? Yes. Using Kubernetes, you can now add our new future-leaning cloud features to an on-premises environment without needing to migrate anything to the cloud. 

This new hybrid cloud option brings three major improvements to your on-premises DX environments: 

  1. Content Composer: Create Content in Half the Time  

Deliver content for digital experiences quickly to your audiences. Dramatically improved content-creation tools and a redesigned Content Composer means business users can now model and create new content in half the time with a modern, intuitive drag-and-drop interface. 

2. Hot DAM! A New (Free) Cloud-Native Digital Asset Manager Included 

A new cloud-native digital asset management system (DAM) lets you add and organize media quickly and seamlessly. You can now manage your content from creation to execution with ease. And, unlike some other digital experience platforms in the market, this DAM is included at no addition charge.   

3. Experience API: Adaptable, Open APIs: 

A new open API-compliant set of headless REST services enables developers to deliver experiences using modern front-end JavaScript frameworks (Angular, React, Vue etc.). This provides greater agility in blending content, data, and applications.

Upgrading now means that your DX is faster and easier than ever — making your business-critical digital experience more valuable than ever before. Join us at our upcoming annual conference, DX Inspire, to learn more.  

Learn more: https://hclsw.co/dx-inspire-2020

The post The Benefits of Hybrid Cloud and Why it’s a Big Deal appeared first on HCL SW Blogs.

4 Features of a Cloud-Native Digital Experience

27. Oktober 2020 Posted by HCL Digital Experience Team

Hosting a digital enterprise platform on a cloud-native setting sounds like a dream: more speed, agility, scalability, integration, and cost-savings. But is a cloud-native environment so different from a cloud-hosted one, and how do those differences manifest in workflow solutions for enterprise companies?  

Let’s look at what makes a cloud-native digital experience unique, and why the distinctions in capability are important.  

Cloud-native means more than just a digital platform  

Cloud-native describes not just an environment but an approach to design and deployment.  It is a more progressive use of cloud technology that goes beyond the previously accepted benefits — primarily storage and convenience — and features applications designed specifically to run on the cloud.   

By being “native” to the cloud — built for the cloud from day one — these applications have a scale and deployment velocity that can’t be easily matched by on-premise or even cloud hosted platforms.  Enterprise companies that adopt a cloud native system can tap into a digital experience built to thrive in a constantly evolving digital workspace where time matters more than ever.   

Cloud-native is not the same as cloud-hosted 

It could sound obvious, but it’s worth mentioning because understanding the differences between the two systems can help shine a light on the advantages of cloud-native infrastructure.   

Cloud-hosted applications are designed for on-premise environments but are deployed and managed from the cloud by a service provider.  This model was originally born from a desire to save money by shifting premises systems from a capital expense to an operating expense, saving enterprises the added financial burden of capital expense costs.   

A cloud-hosted system is a compromise which combines some aspects of cloud storage and management with legacy systems of security, maintenance and infrastructure.  Cloud-hosted services, however, can still be bogged down by clunky and time-consuming updating protocol and can be more difficult to scale as needed.  Whereas cloud-native services and applications are designed strictly for cloud environments and can respond accordingly.    

How containers and microservices speed up deployment and delivery 

Cloud-native applications are typically made up of microservices packaged in containers.  Sounds simple enough, but it gets a bit trickier from there.  Microservices are a form of software where applications are composed of single-functioning services, allowing for very granular and lightweight operation.  They can do their job without depending on or impacting other applications.  This allows developers to address issues to specific applications without affecting a wider range of operations.   

Containers, which are portable file systems that can hold everything to run an application, such as microservices, are similarly lightweight and isolated.  These two go well together because they are both designed with the intention to do one thing.    

This means that any problems or bugs that may arise within an app can be resolved faster and with greater specificity.  It also means updates can happen for a particular application without needing to wait on a larger system update or overhaul.  In this way cloud-native software can be constantly and specifically improving.   

The benefits of a fluid architecture  

Cloud-native applications and services are being adopted by more enterprises because of the adaptability and flexibility they provide.  The apps are developed to be agile, automated, and easily scaled up or down depending on need.   

The granular nature of microservices and the containers they are held in allows for a more constant and direct response to any issues that pop up, and a continuously updating system that’s more elastic than legacy systems.  

Cloud-native is also a less demanding system as far as infrastructure and maintenance when compared to cloud-hosted or on-premise platforms, which require a greater amount of time and money to service, troubleshoot and update.   

The end result is a digital experience that can match the speed of today’s business environment and keep pace as it inevitably moves faster. Digital experience transformation is more than just prettying up consumer-facing touchpoints. It can be a challenge to combine all the relevant content, information and experiences together in a way that is meaningful to your audiences. HCL Digital Experience is trusted for business-critical digital experiences for when organizations need a platform that is secure, always available, and can scale to meet the needs of the business. 

HCL Digital Experience now allows you to employ a hybrid, cloud-native architecture so administrators can provide new content production and headless API capabilities in existing on-prem environments. No migration required. We offer the broadest cloud-native platform support on the market with recently added support for Azure EKS, speeding up deployment by 10x.

The post 4 Features of a Cloud-Native Digital Experience appeared first on HCL SW Blogs.