The Next Generation of Infrastructure Services

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Danske Bank is testing the IBM Watson-based services platform that uses cognitive technologies to help IT service providers improve operations.

With rapidly changing business needs and accelerating business cycles, organizations need consistent and reliable service delivery across a “supply chain” of services from multiple vendors. There is no compromising choice for reliability. Both play an equally important role in a business’s success and they need the services they are using to continuously evolve.

For the IT services industry, it means a shift from system integration to services integration, and from a people-led and technology-assisted approach to one that is technology-led and people-assisted. In other words, most standard tasks and processes will be executed by increasingly autonomic systems that are data-driven, cognitive and automated.

This approach also means the evolution of automation and advanced analytics to cognitive delivery. Like many in the industry, we believe cognitive delivery is the next stage of the delivery lifecycle transformation.

Companies are already taking better advantage of the wealth of operational data and experience to gain insights that trigger automated actions for better business outcomes from IT or advise human experts to make better decisions.

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Cognitive Computing Comes to the Help Desk


In many organizations, support for IT problems can be somewhat haphazard. The result of a user request often depends on the IT worker responding to it, who needs to ask the correct series of questions to get the answers they need. This may not be a straightforward process, however; what workers think they need to know may not actually be correct. A breakdown in support functions may even lead to the rise of shadow IT, as workers become frustrated and revert to using the tools they understand instead of those approved by the organization.

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聊天機械人 助銀行提升客戶體驗



蘇格蘭皇家銀行推出了網上機械人顧問Luvo,幫助他們更快速、輕鬆地回答客戶查詢  (相片來自互聯網)


當中,聊天機械人 (Chatbot)更成為熱門趨勢。恒生銀行較早前宣佈,計劃在下半年於網站推出智能服務助理,讓客戶查詢一般銀行服務或產品資訊。

聊天機械人服務可助銀行提升客戶體驗,在減低成本之餘促進效率。例如蘇格蘭皇家銀行於2016年底推出了網上機械人顧問Luvo,為銀行客戶提供一般查詢服務,並可因應客戶需要將對話無縫轉移到線上服務專員,免除客戶通過多重詢問和轉接之苦, 助他們快速得到答案和服務,在提升客戶滿意度之餘,又可大大縮減客服人員處理一般查詢的時間。

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IBM Security: Perspective on the Recent “Petya” Cyberattacks


What is the Petya Ransomware campaign? A calculated ransomware campaign with a heavy footprint in Ukraine was detected on June 27, 2017. The source of the attack is currently unknown. To date, the attack has affected global organizations in the banking, pharmaceutical and transportation industries.

Most reports, and the ransom demand itself, refer to the activity as Petya, a well- known malware that has existed for quite some time, but at least one security company believes it is not a true Petya variant. IBM can confirm the ransomware tool is spreading via the National Security Agency (NSA) exploit ETERNALBLUE, similar to the WannaCry events last month.

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A Modern Disaster Recovery Plan for the Hybrid Cloud

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No longer do traditional IT services fall solely under the purview of on-premises data centers. Workloads are increasingly being transferred to the cloud in order to meet changing business requirements and achieve greater agility and flexibility.

IDC predicts that more than 80 percent of IT organizations will commit to hybrid architectures this year, according to a recent Forbes report on business resiliency. The same report found that CIOs are being tasked with creating a disaster recovery plan that will serve their organization well in a hybrid cloud environment.

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What does a top CIO do to enable a digital business?


CIOs nowadays need to partner with business leaders to quickly identify and integrate new platforms, and deliver business results and develop the skills to create a culture of consistent innovation.

How should they do to modernize IT delivery and infrastructure to enable digital business? They need to optimize IT investment and deliver more business value for every dollar spent. At the same time, the business demands they extend the technology core to be digital-ecosystem ready, e.g. to encompass unstructured data into BI/Analytics.

2 key things they need to start with:

  • Provide open data access across new and traditional systems: build the data foundation for digital business
  • Optimize a hybrid cloud infrastructure: with a secure, hybrid infrastructure, integrated across multi-vendor clouds and on-premises apps and systems.

Matthew Glitzer, Director, Global Technology Services, IBM Greater China Group shared his insights at an exclusive CIO seminar in Hong Kong last Friday. Check out his slides at

Billions of Threats, Milliseconds to Respond: Automating Resiliency

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Time is not on our side. To succeed against threats, organizations need automation and cognitive technologies combined with strategy, process and testing. Effective resiliency requires investment, leadership and a culture where people imprint an always-on attitude onto their professional DNA.

For decades, business continuity was viewed as a way to prevent disasters when hardware and software failed. This process focused primarily on preparing for human error, poor change management and natural disasters like hurricanes, floods and fires. But now, more than any other time in history, cyberattacks are flooding the front lines in the resiliency battle. Cyberattacks aren’t just another threat — they’re the mother of all threats.

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