The future of enterprise IT: Engaging customers

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In his white paper “Systems of Engagement and the Future of Enterprise IT: A Sea Change in Enterprise IT,” Geofrey Moore introduced the concepts of systems of record (SOR) and systems of engagement (SOE). What are these new ideas about?

These notions represent a fundamental change or shift that CIOs need to worry about. The world has changed and now the way people and organizations connect themselves and collaborate requires new types of applications that are customer driven. New technologies such as cloud, big data, analytics, mobile and social media make this possible. The days of traditional, enterprise-driven IT applications that are deployed in static infrastructures and use structured data to address specific needs such as financial transactions, order processing and human resources, have come to an end.

This new way of doing business through systems of engagement can be challenging for organizations. The traditional way of managing and deploying applications does not fit in this new era. Due to the characteristics of users, data and security, a new delivery model needs to be implemented. And here, hybrid cloud can play an important role to help CIOs in the new era of enterprise IT.

(Related: Want to build, manage and secure a hybrid cloud solution? Learn more at

With hybrid cloud applications, you can have components deployed on or off premises, and data can be hosted privately or publicly. Hybrid cloud has already received the attention of enterprises. A recent IBM research study found that 61 percent of enterprises will use a hybrid environment this year. IBM has launched a hybrid cloud solution called IBM PureApplication Service on SoftLayer that can be a perfect fit for SOR and SOE.

Let me give an example using a SOE application. Imagine an application that is used by an organization for order entry. The application can be accessed through mobile devices and has a look and feel similar to Facebook, where users engage and interact through it and through social media. It uses analytics to provide the organization with market insights and to increase business by helping to expand the number of potential customers. The front-end application is deployed worldwide and can be dynamically expanded when needed. Its database is hosted in the organization’s private cloud.

How can we possibly manage this dynamic application? You can take a look in my recent blog post where I discussed dynamic hybrid cloud. I think that it can be the ideal model to deploy the systems of engagement and to host the systems of record as well.

What do you think? Can hybrid cloud be the future deployment model? Let me know your thoughts and feel free to contact me on Twitter @varga_sergio.

Learn more about hybrid cloud:

What is hybrid cloud? 

Hybrid clouds: Should you bring the moving van?

What technology is needed for hybrid cloud?

5 key considerations when moving to hybrid cloud

10 questions to ask when moving applications to hybrid cloud

What is dynamic cloud?

Peeling the onion: Hybrid cloud key components

Distributing your workload? It’s easy as slicing pie

The hybrid cloud you didn’t know you had

How to explain private, public and hybrid cloud to your spouse

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