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Column Insight Plus USING GAMING TO SAVE MAPPING THE MODERN COMPANY NEWS THE WORLD 2 SOFTWARE FACTORY 12 TOP JOBS JUNE 2018 | Issue 42 Software Asset Management: Strategise to mitigate risk
Covering the continent
Daily news and analysis of Africa’s key ICT markets.
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First with IT news. Every day.
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IN THIS
ISSUE
CREDITS
B
Column Insight Plus
usiness software is an asset that touches upon a
USING GAMING TO SAVE MAPPING THE MODERN COMPANY NEWS
Publisher THE WORLD 2 SOFTWARE FACTORY 12 TOP JOBS
JOVAN REGASEK company’s ability to strategise, control, secure and
jregasek@itweb.co.za ultimately run its operations.
So the results of a recent Software Asset Management (SAM) JUNE 2018 | Issue 42
Editorial Director survey are thought provoking to say the least.
RANKA JOVANOVIC According to the results, while the majority of respondents
rankaj@itweb.co.za have a defined IT strategy in place, more than a third admitted
to being concerned about the lack of adequate SAM tools
Editor deployed in their organisation.
CHRIS TREDGER And a note to decision makers: not having an effective SAM
chris@itwebafrica.com strategy can result in a higher liability with vendor software
licensing compliance. Therefore, a dedicated SAM team that
Sub Editors fully understands the risks and benefits of having an efficient
HEIDI HURWITZ SAM system in place is essential.
SIMON FOULDS Software is a dominant theme in this issue. Andrea Lodolo,
CTO at CA Southern Africa tackles the question How can
Production Manager business be rewritten by software? Software Asset Management:
Strategise to mitigate risk
SINDISO KHUPE We also feature insight from John McLoughlin, MD at J2
sindiso@itweb.co.za Software about the realities of phishing and its impact on
business.
Designers
ZACK HOOSEIN Enjoy the read!
ONTIRETSE NGOLWANE
ANA GOLIJANIN Chris Tredger
Editor
Circulation Manager
CONTENTS
CARRIE-ANN WALDECK
carrie@itweb.co.za
Business Development Director
CARYN BERMAN
caryn@itweb.co.za 2 SURVEY
Software Asset
Published by Management 6
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COLUMN Computing 16
publisher, or advertiser.
USING GAMING TO CHANGE THE WORLD 2 Hardware 20
Channel 20
June 2018 | 01
COLUMN
Using gaming to
save the world
Problem-solving, tactical gaming behaviour can transform societies if
it's applied in the real world.
plays Overwatch after hours, to the mom on to their potential as e-learning tools,
who unlocks a new Candy Crush level while especially when it comes to digital upskilling.
waiting in the supermarket checkout line. Games like CryptoKitties are introducing
Just as social media and mobile shaped the newbies to the intricacies of blockchain and
way we engage with the world, so is gaming. smart contracts using virtual cat trading.
Numerous educational games aim to teach
Sowing the seeds for change children coding skills through play.
When McGonigal first suggested the And while games get a lot of flak for
enormous power of games during her TED supposedly promoting violence, they're
talk in 2010, there were laughs of disbelief an ideal vehicle for teaching empathy and
from the audience. But what she was conflict resolution. So-called empathy games
suggesting was not a particularly new idea. like This War of Mine use immersion to put
After all, gaming has played an important players in the shoes of non-combatants in
cultural role for millennia. war-torn areas, driving home the realities
Next time someone tries to act as if they face in ways that other media might
gamification is a new concept, point them struggle to convey.
to Mancala, played across Africa in various These are generally known as serious
forms. The world's oldest game was first games, which aim to not just entertain, but
developed as an agricultural record-keeping solve real-world problems as well.
system and a way of teaching people how to Perhaps the answer to our water shortage
sow seeds. Locally, we have popular cattle- problem will one day be solved by projects
LEE NAIK, CEO of TransUnion Africa
herding board game Morabarbara, which like Chezo Serious Gaming Hub. The Kenyan
M y son has saved the world more times
than I can count. He doesn't own a
unicorn company, nor has he invented a life-
was used thousands of years ago to train
young warriors how to plan cattle raids.
Using games to solve problems runs deep
innovation space hosts gaming workshops
and hackathons to design and develop water
management games, and incubate local
saving innovation. But he, along with two in Africa's blood. If anyone is poised to business ventures ready to tackle urban
billion-plus other people around the world, unleash the potential of gaming in bettering water issues. It's one of many initiatives
likes to play games. societies, it's us. worldwide that could transform the water
It's a marvel to watch. He's resilient and We've come a long way from the days of sector and drastically change behaviours.
committed to the tasks ahead of him. He using seeds as playing pieces. According
thinks strategically to solve problems. He to McGonigal, people have spent 1.75 Multiplayer mode activated
learns from failure and adapts his tactics billion minutes on Candy Crush, equating And just in case you think you need an
accordingly. It's the kind of behaviour that to the efforts of over 3.5 million full-time expensive game development team or
can transform societies if it's applied in the employees. For comparison's sake, the programming experience to use games to
real world. largest non-governmental employer in solve problems, I'll point to Block by Block.
I'm not the only one who thinks gaming the world, Walmart, has only 2.3 million This UN project includes poor communities
holds the key to world-changing behaviour. employees. in the design of their own public spaces using
Jane McGonigal, whom I had the pleasure The average gamer spends 10 000 hours the popular game Minecraft.
of watching at last year's BCX Disrupt gaming before they reach the age of 21. That's In trying to solve the world's most wicked
conference, believes gaming is one of the thousands of hours spent learning how to problems, we're going to have to embrace
most powerful forces in existence to make a run farms, execute military tactics, learn different perspectives on a global scale, both
better world. magic, design castles and build nations. Now by better understanding the challenges people
Don't believe her? Consider that gaming imagine just a fraction of that effort being face and involving those affected in the design
is a $100 billion industry, with almost half spent on solving a problem like Cape Town's of their own solutions. Games offer one of
of that coming from mobile. And Africa and water shortage. the most effective ways of doing so. Don't
the Middle East's gaming population is the get left behind; find ways of incorporating
fastest growing in the world. No longer just Let's get serious about gaming gaming tools, interfaces, design choices and
the domain of kids with consoles, everyone Building on the tradition of Mancala (and ecosystems in your own organisation. It's
is a gamer in some way, from the CEO who Encarta), more organisations are cottoning time to power up. Are you ready?
02 | June 2018
COMPANY NEWS
BUSINESS
Blue Pencil achieves
B-BBEE Level 3 accreditation
Blue Pencil is proud to announce that the final piece of the puzzle
in its restructure has been completed. Blue Pencil was recently
awarded its Level 3 B-BBEE Contribution Certificate. "With the
change in the market, we had to go back to the drawing board
and realign the business, but still remain focused on our vision
of retaining our status as one of the top SAP services partners in
South Africa," says MD Graham Henderson. "Achieving our Level
3 [certificate] reaffirms our commitment to creating sustainable
employment... It is now more important than ever to be part of
building the ICT sector in South Africa.”
www.bluepencil.co.za
Retaining leadership The Oliver Top Empowerment accolade
position Datacentrix, an ICT solutions company, received a highly commended
Xerox continues to hold a certificate of excellence within the Top Empowered ICT Award
leadership position for channel category at the 17th Annual Oliver Top Empowerment Awards held in
managed print services (MPS) Johannesburg on 12 April. The overall winner of the ICT section was a
for its broad and accessible Datacentrix customer - Multichoice. The Oliver Top Empowerment
portfolio. This is according to Awards is Africa's most established platform for recognising leaders in
the latest European-focused, broad-based black economic empowerment (B-BBEE).
worldwide market landscape www.datacentrix.co.za
report by analyst research group
Quocirca. "Xerox has one of Comprehensive
the most advanced and mature threat protection from
channel partner ecosystems Infoblox, McAfee
in the industry," says Louella Infoblox has announced its
Fernandes, associate director, Quocirca. "What set’s Xerox apart partnership with McAfee will
is its business development program, which offers extensive now offer organisations an
marketing, sales, training, operational support and resources for increased level of sophisticated
channel partners." threat intelligence, as well
www.bdsol.co.za as faster response time to
combat cyber threats. Today's
Innovative smart casino solutions complicated threat landscape
Dallmeier, a worldwide acknowledged solutions provider for the is no match for organisations protected only by disparate point
casino industry, is presenting its new and innovative smart casino security tools; the lack of interoperability and data or threat
solutions at this year’s G2E Asia show hosted at the Venetian intelligence sharing between systems and solutions prevents
Macau during May, as it establishes itself as a complete turnkey companies from effectively responding to the ever-increasing
solutions provider. Konrad Hechtbauer, project and application number of attacks. Fuelled through behavioural analytics, machine
development director of Dallmeier and MD of Dallmeier learning and up-to-date threat intelligence data at the DNS layer,
International says, "Asia, and especially Macau, is our key market the comprehensive solution can identify potentially infected devices
for the casino industry and we are glad to reveal our newly released and block DNS-based data exfiltration, including zero-day attacks.
technologies to the Asian operators first." www.infoblox.com
www.dallmeier.com
ZTE participates in EANTC’s
Unite cloud solution interoperability test
ConnectWise Unite, a cloud ZTE South Africa has revealed that the ZTE, a major international
management solution is now provider of telecommunications, enterprise and consumer
available to technology teams technology solutions for the mobile Internet, has announced
across the globe. "What we've that its data products have participated in the public multi-
done with ConnectWise Unite is vendor interoperability test organised by the European Advanced
give our partners the ability to Networking Test Centre (EANTC). The multi-vendor interoperability
access these disparate solutions test held by EANTC aims to verify the capabilities of the vendors'
from a single pane of glass and equipment in supporting the advances in EVPN, SDN, and PCEP
greatly simplify the complexity features. The test results were released at the MPLS+SDN + NFV
that comes from dealing with the World Congress 2018 on April 10th in Paris, France. Test results show
growing number of solutions they use," says CEO Arnie Bellini . that ZTE data products feature excellent interoperability.
www.connectwise.com www.zte.com
June 2018 | 03
COMPANY NEWS
BUSINESS
User overview Over-the-counter trading
DebiCheck by NuPay, has been Buying and selling shares through matching mechanisms, whether
designed by the banks and is automated or not, are functions that are regulated by the Financial
done in accordance with the Services Board. When the Financial Services Board announced that
prescribed industry standards. existing over-the-counter trading (OTC) market operators are
Though DebiCheck is a new trading illegally, Singular Systems, upgraded its Equity Express
payer authorisation process, system to allow companies to remain unlisted, while giving their
it allows debit orders to be shareholders a legal framework to trade shares on an OTC basis.
processed early in the morning. The OTC Express provides these companies with a legal mechanism
Ken Vermaak, manager - to trade their shares freely among investors over-the-counter and
compliance and billing at without any FSB regulatory issues.
NuPay, says it will shoulder the www.singular.co.za
Ken Vermaak, NuPay burden of change and make the
transition to DebiCheck as smooth as possible for our users. Visionary within the Gartner
www.altechnupay.co.za Magic Quadrant 2018
Gartner has recognised Panda Security as one of the Visionaries in the
Cisco backs ITWeb Security Summit 2018 new edition of its Magic Quadrant of Endpoint Protection Platforms
Network hardware giant Cisco featured strongly at the ITWeb Security (EPP) 2018, for the completeness of vision of its cyber security solutions
Summit 2018 held at Vodacom World, in Midrand, from 21 to 25 May. and its ability to execute. Global trends such as Threat Hunting and
The five-day premier event centred on meeting the cyber security Investigation, or the 100% Attestation service, which drastically reduce
challenge in an evolving threat landscape. Cisco used the platform to security threats in the endpoint, are the main strengths that Gartner
share its insights and knowledge to help CISOs and other information recognises in Panda to position it in the Visionaries quadrant.
security practitioners to evaluate the security tools and solutions www.pandasecurity.com
available to them, and to properly assess their organisation's security
posture. The summit featured an impressive line-up of top local and BLI Winter Pack 2018 winners
international security professionals, including Mikko Hypponen, April Five of Kyocera Document Solutions multi-function A3 business
C Wright, Jason Street and Eleanor Weaver. printers from its TASKalfa range, have won the Buyer's Laboratory
www.itweb.co.za (BLI) Winter Pick 2018 award in the Copier MFP category. George
Mikolay, BLI's senior product editor says, "These products proved
International AI expert to headline ITWeb to be stellar players from which mid- to large-size businesses will
Artificial Intelligence 2018 certainly benefit.”
Aimee van Wynsberghe, assistant professor of ethics and www.kyoceradocumentsolutions.co.za
technology at Delft University of Technology, in the Netherlands,
and co-founder and president of the Foundation for Responsible New appointment
Robotics, will present a keynote address at ITWeb Artificial Kyocera Document Solutions has appointed Takuya Marubayashi
Intelligence 2018. Van Wynsberghe is a member of the 4TU centre as president of the organisation's Europe, Middle East and Africa
for ethics and technology, where she heads the robotics task force, operations from 1 April 2018. Marubayashi has been with the
and is a member of the board of the Institute for Accountability company since 1999 and is no stranger to its operations as the
and Internet Democracy. She serves as a member of the Advisory company drives its digital transformation and advances its efforts
Board for the AI and Intelligent Automation Network, and has to be at the forefront of the document solutions industry.
been named one of the top 400 influential women under 38 in the www.kyoceradocumentsolutions.co.za
Netherlands.
www.itweb.co.za Infoblox
appoints
Transforming medical device Cherif Sleiman
manufacturers’ experience as SVP
By rethinking the way their organisations handle labelling, International
and taking advantage of the latest technology within label Business
management, Medical device manufacturers (MDMs) can comply Infoblox, the network
with industry regulations, cut costs, improve quality and create control company that
more efficient operations. NiceLabel offers a next-generation label provides Actionable
management system that enables UDI-compliant labelling and Network Intelligence,
empowers MDMs to digitally transform their business. Medical announced Cherif
records which include a printed bar code label are a more reliable Sleiman’s appointment as senior VP International Business,
way of ensuring that each patient's record is uniquely identified responsible for driving business growth in international markets.
and tracked. By undergoing this transformation, MDMs are able to In this expanded role, he will lead all businesses outside the
increase agility while reducing operational costs and ensure their Americas and continue to report to Bill McCarthy, executive VP,
future industry success. Worldwide Field Operations.
www.tpdc.co.za www.infoblox.com
04 | June 2018
COMPANY NEWS
BUSINESS
Redefining Eliminating non-compliance labelling fines
business growth As companies struggle to meet industry requirements for barcode
RubiBlue, an intelligent business compliance, businesses are turning to data validation solutions
solutions provider, has redesigned to eliminate barcode errors, refused shipments and costly fines.
its core values to redefine Printronix Auto-ID has introduced the ODV-2D, a fully integrated
business growth and enhance its solution with the ability to print and validate 1D and 2D barcodes. Built
business culture. The organisation on the robust T8000 printer platform, ODV-2D includes a built-in
underwent a lengthy process to data validator that grades each barcode to ISO standards, overstrikes
refine these values that are now the entire label of rejected barcodes, reprints new labels and stores a
embedded and fundamentally detailed report of each transaction. This new solution validates up to
influence its mindset. As MD 50 barcodes per label and ensures 100% barcode accuracy.
Chris Ogden says, “The culture www.tpdc.co.za
of an organisation defines how it
engages with its customers.”
Chris Ogden, RubiBlue www.rubiblue.co.za
Sage Enterprise Team in SA
Sage participated in the IDC CIO Summit 2018 South Africa, as part
of its commitment to reaching out to local customers and supporting
its business partner network. Two Sage business partners - Argon
Business Solutions and Parity Software - were among this year’s
sponsors at the summit. "It was a great opportunity for us to meet
some of South Africa's leading CIOs and talk to them about our vision
for enterprise management in the cloud," says Matthew Kibby, vice-
president, Enterprise Africa & Middle East at Sage.
www.parity.co.za
FINANCIAL
Modified Cash
template launched
CaseWare Africa, a division IOT collaboration agreement
of AdaptIT, has launched a Software AG has announced a collaborative partnership with
template for the Modified Telef'onica to deliver a solution for digital transformation and
Cash standard. Stephan IoT in the B2B market in Spain. At the core of the collaboration is
van der Merwe, product Software AG's Cumulocity IoT platform, which operates across
manager, CaseWare Africa, cloud, on-premises and edge, and provides service providers with
says the new template was a comprehensive, end-to-end IoT solution. This approach ensures
developed by themselves any app or device - regardless of underlying technology or vendor
has as its main benefit the source - will operate seamlessly across Telef'onica's network.
automation of the onerous www.softwareag.com
process associated with
generating statements. Building futures
Stephan van der Merwe, CaseWare Africa www.casewareafrica.co.za Syrex, leading provider of virtualised and hybrid network
infrastructures and solutions, sponsored the Bryanston Country
Club Easter Festival 2018. The club's annual Easter egg hunt this
year benefitted the children from Noah's Ark Daycare who enjoyed
ICT INSIGHT
a fun-filled day. Noah's Ark Daycare also received a R10 000
donation from Syrex towards building a new classroom.
www.syrex.co.za
Smartvue Corporation acquired
To read the FULL company releases, visit Johnson Controls has acquired Smartvue, a leading IoT and video
www.itweb.co.za provider which empowers cloud video surveillance and IoT video
services. The addition of the Smartvue cloud-based video platform
Contact sales@itweb.co.za for any sales enquiries. will enhance Johnson Controls' offering of an end-to-end, smart
cloud-based solution.
www.tycosecurityproducts.com
June 2018 | 05
SOFTWARE ASSET MANAGEMENT SURVEY
By SIBAHLE MALINGA
Lacking software asset
management savvy
Non-compliance and limited visibility of software deployments
are top concerns.
Furthermore, a third of respondents said
their organisation had not been audited
by a software vendor in the past three
years. Out of the 46% organisations that
have been audited by a software vendor,
29% said they had identified license
deficiencies.
According to industry research,
companies who do not manage their
software effectively tend to unknowingly
over-purchase software licenses or
inadvertently be out of compliance. They
also fail to negotiate their software license
agreements.
SAM policy
Without putting a SAM policy in place
ensuring staffs know what is expected of
them, the roll-out becomes disjointed,
slowing down an organisation’s SAM
Not having an effective SAM strategy can result in a higher liability with vendor software licensing compliance. process.
The majority of respondents (63%) said
L ocal businesses could be putting
themselves at risk due to a lack of
adequate software asset management tools
achieving production targets, controlling
costs, and meeting corporate and
organisational goals.
they have a documented policy in place
that defines the process for procurement
of software that is easily accessible by all
and processes. Only 14% of respondents said they personnel.
This is according to ITWeb’s Software do not have a clear IT strategy in place. In terms of using visibility technology
Asset Management (SAM) Survey, which When it comes to defined organisational to help companies view and manage the
was recently conducted in partnership structure, roles and responsibilities for entire end-to-end processes, 45% said
with Deloitte and Snow Software. SAM, 91% say they do have these, with 7% they are using automated reporting,
The survey examined the state of SAM saying they do not. while 7% were using internal audits with
in local businesses and how some of the Not having an effective SAM strategy another 7% using other forms of visibility
SAM challenges – ensuring compliance, can result in a higher liability with vendor technology.
controlling software and licensing costs, software licensing compliance; therefore a As for SAM governance risk and
and reducing complexity – are being dedicated SAM team that fully understands compliance programmes, 59% were using
addressed. the risks and benefits of having an efficient centralised contract repository, while 29%
While the majority (78%) of respondents SAM system in place is essential. were reporting to the executive board on a
have a defined IT strategy in place, While many organisations see a move quarterly basis.
more than a third (35%) admitted to be to the cloud as a key component to their
concerned about the restrictive or lack of digital transformation strategy, 27% of WHO RESPONDED?
software asset management tools deployed professionals surveyed admitted to not
in their organisation. yet making the move to cloud, while 63% 33% of respondents were in middle
A further 27% were concerned about had migrated. Another 83% said they management level, 29% were made up of staff
software non-compliance, while 22% are adequately prepared for the risks in non-management IT positions, and 21% were
were concerned about limited visibility of associated with moving to cloud, and 14% in executive management positions – working
across several different industries within local
software deployments. were not sure of their ability to mitigate organisations.
Managing assets effectively is key to risks.
06 | June 2018
SOFTWARE ASSET MANAGEMENT SURVEY
SOFTWARE ASSET MANAGEMENT SURVEY
DOES YOUR ORGANISATION HAVE A DEFINED DO YOU HAVE A POLICY THAT DEFINES THE
IT STRATEGY? SOFTWARE PROCUREMENT PROCESS?
Don’t know
Don’t know
No
No Yes
Yes
• Yes 78% • Yes 63%
• No 14% • No 23%
• Don’t know 8% • Don’t know 14%
TO WHAT EXTENT IS YOUR ENVIRONMENT HAVE YOU MIGRATED TO ANY CLOUD
VIRTUALISED? PLATFORMS?
Don’t know
Not at all
63%
60
Yes
47%
50
Completely
40
30
27%
• Partially 56%
• Completely 25% 20
• Not at all 13%
• Don’t know 5%
10
10%
0
Yes No Don’t know
xx | June 2018
07 | June 2018 June 2018 | 07
SOFTWARE
SOFTWARE ASSET MANAGEMENT ASSET MANAGEMENT SURVEY
SURVEY
WHICH CONCERNS DO YOU HAVE WITHIN YOUR WHAT GRC PROGRAMMES DO YOU HAVE IN
ICT ENVIRONMENT? RELATION TO SOFTWARE ASSET MANAGEMENT
(SAM)?
35% Other
Lack of software asset management
tools deployed
27%
Software non-compliance
22% Quarterly reporting Centralised
to Executive Board contract repository
Limited visibility of software
deployments
16%
Other • Centralised contract repository 59%
• Quarterly reporting to Executive Board 29%
• Other 13%
0 10 20 30 40 50
HOW DO YOU ENSURE VISIBILITY OF YOUR SOFTWARE USAGE?
50
45%
25%
40
30
20
10
7%
5%
0
Automated Internal Other Forums
reporting audits
June 2018 | xx
08
08 | |June
June
2018
2018Software Asset Management Unlocking the Value Imagine if you could change the way you purchase and manage your software asset management? Reduce your overall software spend Eliminate duplicate software systems Improve cost saving Limit your risk Accelerate your organisations IT performance and rethink your approach to Software Asset Management with Deloitte. Over the last 20 years we have delivered thousands of Software Asset Management and software licensing engagements globally. We have built a network of over 400 professionals, which allows us to rapidly scale across over 40 countries, 24 hours a day. We have developed a catalogue of offerings that can be tailored to your requirements. Only Deloitte brings together the global scale of our unmatched software license domain expertise, proven process optimization and a powerful technology platform to help our clients limit risks, control costs and increase enterprise-wide IT efficiencies. www.deloitte.com/za © 2018. For information, contact Deloitte Touche Tohmatsu Limited
INDUSTRY INSIGHT: DATA MANAGEMENT
Predicting CX success
The customer experience is best when it's up close and personal.
the customer having to contact the company of implementing a new channel may not see a
multiple times, repeating requests to different return on investment that makes that channel
departments. This loop of communication is worthwhile. Rather than have a chatbot just
confusing for the customer, and the company because it's a current trend, for example, why
is also haemorrhaging vital data if its channels not look at working with an app that mirrors
aren't integrated. the company's Web site, only with increased
interaction options? App development,
JoJo tank of data depending on the complexity of the interface,
Think of data as a resource that's as essential to can be costly, so extensive research should
communication channels as water is to human be done to forecast the potential uptake of a
life. If it's not stored in one place, its uses are new channel that's being introduced into the
limited. communications portfolio.
Not all customers are entirely digital. The goal, or at least the ideal, of omni-
Taking all data and storing it centrally channel, is useful in theory, but the reality
means the company can then work more most companies achieve is a multichannel
effectively with it. Accessing the data for environment with multiple moving parts. The
process and customer analytics can provide far flow between these is guided by processes
better insights that in turn lead to enhanced that must be efficient, allowing for fewer pain
processes, optimised efficiency and the points. Reducing pain points takes painstaking
Wynand Smit, CEO of INOVO resultant CX. It's not a finite task; data can analysis, but it yields value in creating a more
find ways of 'leaking', so for the sake of the seamless channel environment.
customers, centralised data must be secure.
O ne doesn't need to be a prophet to see
the opportunities that exist for enhanced
channel communication, but common sense is
BYOD
The marketplace has shifted to digital,
Think like the customer
Feedback is a great tool for monitoring
effectiveness in the channel environment. It
crucial. It's a little more complex than "keeping which provides fantastic opportunities to allows the company to hear the voice of its
it simple", but a similar principle applies: reach customers right where they are. Take customer and respond accordingly. It also
reduce channel noise by integrating services so the tourism sector, for example: travellers gives the company insights into the operational
more seamless operations can be achieved. are using their devices across their travel capabilities and performance of its team,
Customer experience (CX) is best when it's experiences, from researching to booking and providing an opportunity to adapt processes
personal and up close: between the front- and then paying for trips and experiences. When and give training where necessary. It also
back-office, a company may have so many they get to their destinations, they're utilising ensures, in general, that CX isn't limited to
layers that affect CX that the many touch their devices to record their holidays, and mechanical, digital or technological processes,
points (and pain points) can create a wall of occasionally, to interact with brands. but allows for human development and
noise that's difficult to penetrate. If customers Bring your own device is becoming almost understanding of the role humans play as the
have to go through 50 touch points to get essential, but bear in mind this comes with a face of CX.
the service they're looking for, it becomes caveat: not all customers are entirely digital. A complaint can lead to customer-driven
intimidating just dealing with the business. Again, using the travel sector as an example, service in the contact centre, if the company
The fewer steps it takes to achieve successful those travelling may opt to leave devices at walks the complaint back through the
interactions (sales, customer service), the home, lose devices or contact the company processes that led to the dissatisfaction and
more likely the company is to retain its while on the go; can they still go old school takes steps to remove the pain points.
customer base. and reach a company by voice calls to get what There are changes that can be made with
Instead of simplifying the channel they need done? Access is important to bear relative ease to achieve enhanced CX. A little
environment, companies may make the in mind and improving this via the company's like that lightbulb that has been out for a year,
mistake of making it more complex by adding channels is a necessary task. all a company needs to do is pay attention to
channels to existing ones without integrating the problem and replace it, and the outcome
processes. This can result in mystified Everybody's doing it... is brighter. In the same sense, CX requires
customers wondering why services offered Some customers' needs are highly specialised; attention, but depending on the changes made,
over voice calls are not the same as ones offered they won't necessarily require 12 channels to the company could be delivering enhanced
over e-mail or chat, for example, leading to get their customers what they want. The costs services within a short space of time.
10 | June 2018INDUSTRY INSIGHT: ACCESS CONTROL
Have you gone phishing?
Layered security measures must go beyond the perimeter and anti-virus to
protect companies against phishing attacks.
entertainment, the fact is most corporate This time is used to gather information,
devices are used for many different purposes. learn about the user, see what sites they
are accessing and use this information to
Beyond the click leapfrog to a more powerful position before
Because people are using these machines delivering the real attack. It may takes days,
outside of the controlled environment, it weeks or even months. Cyber thieves have
is no longer good enough to only provide infinite patience.
corporate coverage. Today, staff make use So, while companies have deployed
of file-sharing services and free-to-use enhanced protection on their corporate
e-mail services to do their personal business. e-mail system where these clicks will
All employees receive invoices, handle tax be blocked, the user does not have that
returns and send personal information to protection when tricked via Gmail.
banks or government departments. So, when
a user falls prey to a fake invoice or SARS What can be done?
refund e-mail and clicks on that link in his/ The truth is, without visibility of the end
her Gmail account, s/he doesn't know that point, with the user working at the device,
what has happened will hurt the business. there is a heightened risk. The phish may
The prevalence of the digital world means not immediately encrypt files because,
people now have no choice but to know what rather like bellbottom trousers, this is so last
John McLoughlin, MD, J2 Software happens beyond the click. season. The new attackers are there to learn
Recently, there has been an increase in and siphon. When they learn, they have
invoice or refund-related attacks. Cyber more power, and with more power, they
S o, the company's security perimeter is
tight, right? Its corporate e-mail has
advanced threat protection. It has deployed
criminals never keep office hours and are
innovating all the time. Whether it comes
around tax season or other events, they work
have a bigger payday. This could be the entire
network or highly sensitive IP.
Layered security measures must go beyond
an anti-virus system. That means all is good hard to get people to fall into their traps. the perimeter and anti-virus. Anomaly
and it is time to hang up the sign: gone When a user gets the refund confirmation detection and immediately identifying
fishing, with not a care in the world. or tax invoice that just won't open, s/he hits changes are a crucial part of a comprehensive
This might be an effective approach in a the link to follow instructions. This innocent security strategy. Anomalies can only be
world where the people using the devices looking document can be laden with threats. picked up once it becomes known what
never leave the office, and only have access The innocent user has been sucked in and activity is actually taking place, no matter
to information when seated safely behind is sent to malicious sites, to enter personal where they are. More attention has to
the firewall. It would be great if they never information or install a seemingly innocent be given to understanding behaviour in
searched for anything online and also Web application. order to better understand and identify
never saw a Web-based advert or used any Malicious Web sites can contain malware inconsistencies.
personal e-mail service such as Outlook. or applications that can be loaded with Layered defence, while vital, is also not
com or Gmail. If all of the foregoing is the key-loggers and software designed to spy. always going to save the company if the
case - rest easy and happy fishing. The prevalence of password re-use on every various layers are not bound together. Don't
But, it never is the case. site and platform also means there is a be fooled, because it will not help when
The reality of the modern business is quite massive probability that users have the same an alarm is triggered by a tripwire and
far removed from this scenario. When looking password for Facebook, Internet banking everybody is focused only on the electric
at computer usage in SA and the rest of the and corporate logins. fence. A consolidated view with built-in
continent, the vast majority of computer Now that they are hooked, it is simply a intelligence and up-to-date global feeds will
users have access only to the machine case of the phishermen reeling in their catch. ensure the alarm systems are always armed
provided by their employer. A very small The modus operandi has changed; modern and the response team is always prepped.
percentage have the luxury of personal home phishermen now practice a great deal of With visibility, behavioural monitoring
devices and, because of this, virtually every patience. The infection no longer means and immediate response, powered by
corporate security policy allows for personal immediate action - there are now prolonged automation, companies can rest easy
use of company equipment. Whether it periods of reconnaissance. The attacker will knowing that even when they are caught
is for Internet banking, school projects or monitor the user before moving in for the kill. fishing, they are not the trophy.
June 2018 | 11INDUSTRY INSIGHT: SOFTWARE DEVELOPMENT AND TESTING
Mapping the modern
software factory
It is crucial to tap into the modern software factory for growth
and business survival.
predict problems before they happen? How • Understanding customer needs and better
do I enable continuous delivery, frictionless aligning IT with the business.
security and agile across my business, from What it comes down to is the ability
mobile all the way to mainframe? Most to exploit the digital world and all of its
importantly, what is my business's potential opportunities to the hilt!
to grow and compete if the apps it is delivering Of course, a company's next question
to customers do not deliver the service today's is: "How do I create a modern software
consumer, with so many choices, demands?" factory?"
A company should be asking itself all of the Creating a modern software factory is
foregoing, otherwise the answer to the last no easy feat as it involves far more than
question will be zero growth and a decline in just technology and processes. It demands
business, as consumers hop between suppliers a highly agile and collaborative working
and are brutal in their lack of forgiveness for environment, which in turn requires the
poor experiences; they do not come back. right people, culture and structure.
Disruption has arrived; it's everywhere. The key principles that underpin the
So, now that the message is clear: what does modern software factory:
a company do to get into the picture?
Andrea Lodolo, CTO at CA Southern Africa
Agility
Thriving on change Delivering exceptional experiences to
Change and the possibility of it can scare the customers means being able to respond
D isruption has arrived; it's everywhere.
A bank is no longer just a bank, it is
a purveyor of data, digital devices, and,
hell out of many businesses. The company has
a model that works, the business turns over
nicely and is reflecting reasonable growth in
rapidly to their needs. Methodologies such
as agile, DevOps and continuous delivery are
essential to this capability.
of course, also financial services. A taxi a pretty slow economy. But, that's no longer
company that is not a taxi company is good enough; all businesses are in a highly Automation
another example: it doesn't own a solitary competitive race to win business, and even The software development life cycle must be
car, other than the driverless variety more so in a strained economy. Today, the fully automated. This calls for consistent and
deployed in parts of the USA; nor does it most competitive firms are built to change, standardised ways of working, capturing
employ drivers. It's an app... or is it? Well, actually to thrive on it and adopt an approach feedback from users and other stakeholders,
actually, it is a business that has been of "be the change you wish to see". These and communicating it to developers.
rewritten by software. are the companies built on software that
Almost all companies today use software- allows them to thrive in a climate of constant Insights
based solutions for traditional systems such disruption, short innovation cycles, and ever- Developers need processes to monitor, sense
as ERP, logistics, etc, and these systems changing customer expectations. and respond effectively, and they need the
need to be managed. Once again, these Research conducted by CA Technologies, in analytical tools to enable them to receive
have become legacy-type applications partnership with Freeform Dynamics, reveals feedback, improve software and track the
that have been around for years. What has important insights about those businesses impact of the changes they make.
changed is that companies worldwide are that are not just building, but mastering,
increasingly using software to drive their the modern software factory. Not only do Security
businesses forward and provide a competitive 'masters' demonstrate a staggering 70% As cyber risks intensify and development
edge. They are either building these new higher profit growth and 50% higher revenue becomes more automated, security must
capabilities internally or outsourcing this growth, they also lead on a host of key be integral to software creation, not just
software development. This development is business indicators, including: a feature that's bolted on at the end of the
referred to as software factories. • Exploitation of new software driven development process.
So, the crux of the matter is not to ask: technologies; In my next Industry Insight I will present
"Why do I need a modern software factory", • Better leadership decisions due to use the principles on which the modern
but rather, to ask: "How can I get my business of analytics, yielding valuable customer software factory is founded, and how to
to build, test and deliver amazing apps that information; and implement them.
12 | June 2018Gartner’s Top 10
Strategic Technology
Trends for 2018
Intelligent Mesh Digital
#1 AI Foundation #4 Blockchain #7 Digital Twins
#2 Intelligent Apps #5 Event-Driven #8 Cloud to the Edge
and Analytics
#3 Intelligent Things #6 Continuous #9 Conversational
Adaptive Risk Platforms
and Trust
Join us at Gartner Symposium/ITxpo 2018 to
learn about Gartner’s technology trends, if they
will work for you and how to implement them. #10 Immersive
Gartner Symposium/ITxpo 2018 Experience
Cape Town, South Africa in September
gartner.com/za/symposium / #GartnerSYM
© 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner and ITxpo are registered trademarks of Gartner, Inc. or its affiliates. For more information, email info@gartner.com or visit gartner.com.COMPANY NEWS
TECHFORUM
Archiving as a Service How Common Criteria Certification
Archiving has come a long way helps with document security
since the day of the dial-up Everyone is concerned about data; whether it's your company's
modem, says Danie Marais, intellectual property, a customer's address, employee social
director of product management security numbers, bank account numbers, etc. Handling customer
at Redstor. The company’s new data is a priority for companies, as customers entrust organisations
tool, Archiving as a Service now to handle their personal information in a secure manner. Whether
allows businesses to effectively it's printing and mailing monthly bank statements or quarterly
put its data into a controlled retirement financial reports, to providing a medical benefits
environment that creating insight, package with a health assessment, it all comes down to trust,
backup, disaster recovery and says Carro Ford, content marketing strategist at Xerox. The above
accessibility on-demand. also holds true for securing documents that contain personal or
www.redstor.com confidential data that need to be printed, scanned, copied or faxed.
www.bdsol.co.za
One driver, many printers,
choice with pull print Women in tech can
The Pull Print Driver is a single driver that can be used with your overcome challenges
Xerox printer fleet, giving you the choice of what printer to use to The tech world is changing,
print your job, says Cheryl Otstott, social media project manager: and the role and contribution
Forums and At Your Service blog at Xerox. The Pull Print Driver of women is changing too,
allows you to "push" your job to a queue at your network server says Melani French, executive
and then "pull" it at the Xerox printer convenient to you. The Xerox head: Business Enablement,
Pull Print driver allows users of popular "Pull Printing" solutions to DVT Academy. French believes
use one single, configurable print driver for their printing needs, women in the tech industry need
with compatible Xerox printers and multifunction printers. not use their energy trying to
www.bdsol.co.za overcome outdated, stereotypical
thinking – they should be their
STEM skills crucial unique, authentic selves.
The basic education sector in South Africa needs to increase the Melani French, DVT Academy www.dvt.co.za
number of institutions that focus on critical subjects such as science,
technology, engineering, and mathematics (STEM) says Richard Firth,
CEO of MIP Holdings. “An issue to overcome is that STEM subjects Tackling security in hyper-connected world
are viewed as difficult and therefore are not popular among leaners,” The rapid growth of devices and associated attacks aimed
adds Firth, “overcoming this hurdle is critical to improving skills and at mismanaged or unpatched devices, in conjunction with
therefore making future generations an employable commodity.” unsuspecting users, is proving difficult to keep up with. J2
www.mip.co.za Software has launched a range of solutions geared to meet these
challenges. "Every day new devices are being added to the
New head at Software AG corporate environment, bringing new threats and vulnerabilities in
Kholiwe Makhohliso has been appointed as Country Leader for the picture. This is why we push for visibility of an organisations'
Software AG South Africa effective 1 April 2018. Makhohliso takes entire environment and this must go beyond the corporate
over from Mohamed Cassoojee who decided to leave the business at network in our modern, hyper-connected society," says J2
the end of February. Makhohliso has 22 year’s business experience Software MD John Mc Loughlin. "Without visibility, you will not
behind her and her passion, drive, enthusiasm, and commitment even know if something has been lost.”
bodes well in driving the company forward. www.j2.co.za
www.softwareag.com
Cisco, Xerox boost cyber security
Affordable business for printers on the network
software Xerox maintains partnerships with security leaders like Cisco and
One Channel CEO Bernard Ford McAfee to ensure it keeps its customers' data, documents and
says cloud ERP is more flexible devices safe, says Tracey Koziol, senior VP, Workplace Solutions
because it can be accessed from Business Group, Xerox. Cisco's Identity Services Engine (ISE) now
anywhere with any Internet- comes with profiles of more than 200 Xerox printers, high-end
enabled device. "This means production presses and multifunction devices, including its
business owners have the ability portfolio of 29 new ConnectKey-enabled VersaLink and AltaLink
to make good business decisions workplace assistants. This enables the Cisco ISE to automatically
no matter where they are, be it detect Xerox devices on a network, cueing network managers to
from a laptop, tablet or mobile dial in the appropriate security controls, and to employ Cisco ISE as
phone," he says. a convenient facility for monitoring printer and MFP activities.
Bernard Ford, One Channel CEO www.onechannel.cloud www.bdsol.co.za
14 | June 2018COMPANY NEWS
SECURITY
Real-time ITWeb, VMware security survey: a first in SA
incident ITWeb, in partnership with VMware, recently conducted a
response comprehensive information security survey, the first of its kind in
Johnson Controls has South Africa. Those attending ITWeb Security Summit 2018 were
introduced the newest given a sneak preview of the results. The full research report is
version of its victor exclusive to survey respondents, and will be compiled by ITWeb's
Video Management research team and released in June 2018. "The objective of this
System and VideoEdge survey is to gauge the current state of cyber security readiness in
Network Video Recorders South Africa, by polling the very people who are in charge of their
(NVRs) from American company's security: CISOs and equivalent C-level executives," says
Dynamics. Tyco Security Ranka Jovanovic, ITWeb's editorial director.
Products says the video management system provides enhanced www.itweb.co.za
video intelligence and analytics to greatly improve the efficiency of
security personnel and daily business operations. Is your data safe in
www.tycosecurityproducts.com the cloud?
Control and security don't
Security solution for SMEs necessarily go hand-in-hand,
It’s particularly important that video security solutions are easy and how data is accessed is
to install and smooth to operate, especially for SMEs. This is why more important than the
Dallmeier offers VideoNetBox 3, which can be configured quickly physical location where it is
and simply as a complete video security solution for up to 16 stored. “Cloud providers have
HD video streams. The appliance combines the proven SMAVIA to be compliant and secure
recording and analysis software with compact, fan-less, energy- before they can move any data
efficient server hardware. With VideoNetBox 3, shops, petrol and GDPR is making this more
stations, and small businesses can build solutions quickly and simply of a reality,” says Nicolas Blank,
based on the proven Dallmeier camera and recording technology. group CEO of NBConsult.
www.dallmeier.com Nicolas Blank, NBConsult www.nbconsult.com
Infoblox addresses DNS
cyber security blind spot ENTERPRISE
Infoblox, the network control company that provides Actionable
Network Intelligence, has announced significant enhancements to Aruba introduces innovations in
its ActiveTrust Cloud offering. It now leverages advanced analytics AI-powered analytics, assurance
to expand detection of potential zero-day threats and prevent Aruba, a Hewlett Packard Enterprise company, advanced its
the loss of data, the ability to distribute threat intelligence to Mobile First Architecture with the introduction of new innovations
other security products in the network, and ensures content on in AI-powered analytics and assurance to enable autonomous
the network conforms to corporate policies. In this latest release, networking, as well as partnerships to deliver smarter workplace
organisations are able to strengthen their protection across their experiences. To help IT organisations enhance the user experience
entire security ecosystem with advanced machine learning, as and ensure business resilience as they continue to adopt mobility,
well as distribute actionable threat intelligence across existing IOT and cloud, Aruba has introduced NetInsight, an artificial
security solutions on the network. ActiveTrust Cloud is delivered intelligence (AI) based analytics and assurance solution for
as a service. optimising network performance. Aruba has added a new category
www.infoblox.com of smart digital workplace partners to the ArubaEdge Technology
Partner Program, including corporate real estate (CRE) leaders,
TECHFORUM connected furniture companies, and technology vendors.
www.arubanetworks.com
Open all channels to
learning Blue Pencil personal and consulting services
Richard Firth, CEO of MIP Blue Pencil Professional Resource Services has been servicing
Holdings, believes the Film the consulting market for the past 14 years, bringing skilled
and Publications Board has consultants and customers together for ad hoc SAP projects or
become an anachronism. "Today, permanent placements across various industries. As the economy
government needs to open up the shifts and the need for the right skills at the right time is critical,
channels so South Africans can Blue Pencil has been able to tap into its database of reliable skilled
access all the learning content consultants to meet the needs and expectations of its growing
out there, not shut them down. client base. The company uses a permanent team of creative
And documentaries definitely designers and SAP Solution Manager consultants to assist with
play a role in learning too." vetting and support of graduates in the new roles.
Richard Firth, MIP Holdings www.mip.co.za www.bluepencil.co.za
June 2018 | 15COMPANY NEWS
SOFTWARE
Configure and customise security A preferred
Tyco Security Products says the latest version of exacqVision video partnership
management system from Johnson Controls, adds innovative SPI and the Omnicom Media Group
features that enable users to individually configure and customise have entered into a new agreement,
their system, while providing strong security to protect against in which IRI will serve as the
cyber attacks. With a simple click and drag of a mouse, users create preferred consumer packaged
a customised video wall layout, including custom icons on maps, goods data provider for Annalect,
delivering more meaningful information, which can facilitate faster the Omnicom Media Group data
and more intuitive responses. and analytics division that supports
www.tycosecurityproducts.com all Omnicom agencies.
www.spi.co.za
INTERNET
INDUSTRY SOLUTIONS
Help with capacity
planning CEG adopts
Redstor, a leading UK- Embrace as
headquartered SaaS business, preferred ERP
has launched a free Storage system
Analyser that shows The Capital Equipment
organisations how much of Group (CEG), a division
their expensive primary storage of Invicta Holdings, has
is potentially going to waste. adopted Embrace as the
Available to as a download, the preferred ERP. "Embrace
Web-based Storage Analyser has proven to be the
reveals what space would be right choice for controlling costs, optimising the use of people,
freed up if inactive data was maximising revenue and making investment decisions that help
offloaded to the cloud. grow the company," states Geoff Balshaw, CFO, CEG Group.
Paul Evans, Redstor
www.redstor.com www.embrace.co.za
NETWORKING
IOT Remembering #KnysnaFires
Comsol is an ideal partner to give In June 2017 Knysna was set ablaze resulting in landlines and cellular
you the flexibility of leveraging networks not operational in most parts. Altech Fleetcall, a commercial,
a hybrid approach to your IOT national trunked radio operator, was leading the efforts to connect the
needs. Its extensive experience emergency teams. On Saturday 10 June, Altech contacted Comsol to
in radio frequency networks assist with connecting Fleetcall's Site at Brenton Towers (Knysna) to
enables the company to build you its Overport main hub (in Durban). Comsol and Fleetcall immediately
a resilient LoRaWAN network designed a plan of action and by 3pm on Sunday 11 June, less than 24
for your private needs, while hours after the initial call, services were up and running.
ensuring if you need to expand to any part of Comsol's public network, www.comsol.co.za
you have the flexibility to do so with ease.
www.comsol.co.za
COMPUTING
Dirty secrets of network firewalls
Sophos has announced the findings of its global survey: ‘The dirty Intelligent apps get to work in 2018
secrets of network firewalls’, which revealed that IT managers EOH says in our workplace, IAs are already in use. Consider
cannot identify 45% of their organisation's network traffic. In fact, the way the latest version of Outlook prioritises your mail into
nearly one in four cannot identify 70% of their network traffic. The 'focused' and 'other'. But, these are simple features. The real art
lack of visibility creates significant security challenges for today's is achieved through intelligent collaboration. Consider LinkedIn
businesses and impacts on an effective network management. Navigator, the recent launch by Microsoft and LinkedIn. It is a
"If you can't see everything on your network, you can't ever result of the convergence of cloud-based services, big data and IOT.
be confident that your organisation is protected from threats. Combining the features of Office 365, Dynamics 365, and LinkedIn,
IT professionals have been flying blind for too long, and cyber all supported by the cloud, Microsoft uses the power of IOT and
criminals take advantage of this," says Brett Myroff, MD of Sophos machine learning to draw its users' attention to deals that have a
distributor, Netxactics. higher propensity to close versus those that are at risk.
www.netxactics.co.za www.eoh.co.za
16 | June 2018You can also read
