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Field service management software specialist, Oneserve, has hired Alistair Hayter as its new Chief Technology Officer.

Hayter has worked in senior technology and product delivery roles in the education, healthcare and finance sectors. A specialist in solution design, team development and strategic alignment and has previously been Head of Engineering for Equiniti Data,
Technical Director for Lovell Sports LTD, CTO for Imagine Education LTD and Senior Product Manager for VitalPac.

Chris Proctor, CEO at Oneserve said: “This is a key appointment and we are really excited to have Alistair join the team at Oneserve. Our business has grown dramatically over the last few years and Alistair’s skills and expertise will drive forward our exciting development plans for the future.

“Alistair has extensive industry experience which will only serve to enhance our business offering. We are delighted he has chosen to bring this knowledge to Oneserve at a crucial time in our growth and we look forward to product innovations and new launches ahead,” concluded Proctor.

 

Ericsson has been selected by Swiss telecommunications service provider Swisscom for its security manager solution.

 

The Security Manager software will offer security automation, visibility and control for Swisscom's Security Operation Center, addressing the increasing security management needs of the service provider.

The new deal includes automation of security compliance management and basic security analytics.

Philippe Vuilleumier, Head of Group Security, Swisscom, said: “Continuing our strong partnership and collaboration with Ericsson, we are deploying Ericsson Security Manager in our datacenter in Switzerland while simultaneously developing the solution further through progressive and agile collaboration. Ericsson Security Manager is improving the security baseline automation and security analytics in our Security Operations Center, strengthening our activities to protect our own critical infrastructure.”

Åsa Tamsons, Senior Vice President and Head of Business Area Technologies & New Businesses, Ericsson, says: “Security is a cornerstone of Swisscom’s business. Ericsson Security Manager will transform the security management of Swisscom’s mobile network and in the future support new use cases in the telecommunications industry, while addressing the ever-increasing security requirements.”

Renowned property maintenance provider Axis Europe is in the throes of a digital transformation. At the heart of that transformation is new scheduling and route  optimisation software from Fast Lean Smart (FLS), set to bring all-new levels of
productivity and customer engagement to Axis’ service operation in conjunction with Dynamics 365.


Established in 1986, Axis utilise 500 field operatives to provide strategic repair, maintenance and improvement services for premier UK building owners across all property sectors, including social housing, schools, commercial offices and heritage properties. Its work, partnerships and interactions are shaped by a set of core values that make it “big enough to deliver, small enough to care” as per its strapline.

A strong commitment to providing top-quality service to customers in an increasingly service driven and complex landscape is what heralded Axis’ decision to digitally transform. The company currently uses multiple service management solutions and a scheduling system dominated by manual intervention, which it sought to integrate and streamline. FLS has now become central to that process.

“We needed a user-friendly scheduling system that could really increase the productivity of our field operatives whilst reducing travel and back office admin costs,” says Russell Measor, Head of Data and Delivery at Axis. “We also needed a system that could integrate well with Microsoft Dynamics 365, which we are implementing as our new CRM platform. With that in mind, our
Dynamics implementation partner recommended two software providers — FLS was one of them.”

Axis evaluated the two providers and FLS’s real-time scheduler and route optimiser, FLS VISITOUR, came out on top for several reasons. Russell explains, “The main reason we chose FLS was the speed and high performance of VISITOUR and the fact that we can tweak its  algorithms to fit our needs. With speed profiles and real-time traffic data, VISITOUR can plan
routes in ways that are most efficient and most productive for our operatives. And real-time tracking is going to increase our engagement with customers and reduce our no-access rates. It will enable us to provide them with operatives’ exact, up-to-the-minute locations, making them less likely to pop out when an operative is round the corner.”

One of the ways that FLS approaches a sale is by proving its performance capabilities with customised scheduling tests, which many other providers don’t offer. Russell says, “We were blown away by the results of the scheduling tests. Rescheduling our appointments using VISITOUR demonstrated a significant reduction in mileage and driving hours. More importantly it showed that with VISITOUR our engineers can achieve one or more additional jobs per day.”

Although these figures were powerfully persuasive on their own, the ultimate reason Axis decided to invest in FLS VISITOUR was a much simpler, more human one. “We thought that the team at FLS were more down-to-earth than other providers,” says Russell. “They were less salesy and gave us a more tailored service. We didn’t just feel like another sale. We felt that
they actually cared about our business.”

Axis is hoping for great things once FLS VISITOUR has been implemented. Russell explains the overall benefits that his teams are looking forward to: “A business with complex planning and in-day scheduling challenges like Axis needs to react in real time and FLS will let us do this. In doing so, we will provide a faster response and better service to our customers. We’re particularly looking forward to the increased productivity, increased assurance as to our ability to meet SLAs, and lower back office costs thanks to greater levels of automation.”

More information can be found at www.fastleansmart.com.

Atos has announces an agreement with the Science and Technology Facilities Council’s (STFC) Hartree Centre that will see one of the UK’s leading high-performance computing research facilities take the first UK delivery of an Atos Quantum Learning Machine.

 

This Quantum Learning Machine will be one of the highest-performing ever deployed by Atos and will be used to develop new quantum-based services designed to help researchers and industry prepare for the coming quantum computing revolution. These include quantum algorithm development and the first UK repository for quantum algorithms, collaborative research projects on quantum computing applications and specialist training. 

This new collaboration builds on an established partnership between Atos and the Hartree Centre, which began with the UK’s first Bull Sequana X1000 supercomputer being hosted at the facility in 2017. The Hartree Centre, based at Daresbury Laboratory and part of the Sci-Tech Daresbury Campus in Cheshire, UK, also hosts the JADE national deep learning service. 

Commenting on the partnership announcement, Andy Grant, Vice President, HPC & Big Data, Atos UK and Ireland said: “We are delighted to deepen our existing relationship with the Hartree Centre which we believe will help UK industry future-proof itself for the arrival of quantum computing. Our Quantum Learning Machine as a service will be made available to any organisation wanting to learn about, and experiment with, quantum computing and understand the key opportunities and challenges this technology presents. Quantum is the future of computing and it is crucial that organisations are ready to harness the coming revolution.” 

Alison Kennedy, Director of the STFC Hartree Centre, said: “We’re thrilled to be enabling UK companies to explore and prepare for the future of quantum computing. This collaboration will build on our growing expertise in this exciting area of computing and result in more resilient technology solutions being developed for industry.” 

Atos produces the highest-performing Quantum Learning Machines in the market. In November 2016, Atos launched an ambitious program to anticipate the future of quantum computing and to be prepared for the opportunities as well as the risks that come with it. As a result of this initiative, Atos was the first to successfully model quantum noise. To date, the company has installed Quantum Learning Machines in countries including Austria, Denmark, France, Germany, the Netherlands, and the United States, empowering major research programs in various sectors.

IX Reach, the leading provider of SDN cloud connectivity, remote peering and Ethernet services to more than 170 global locations is proud to announce its network expansion into East Africa in partnership with the Djibouti Data Center.

Djibouti Data Center (DDC) has been selected as the strategic hub for IX Reach’s African expansion owing to its excellent reputation and unique position as the first and only Tier 3 carrier neutral ecosystem in east Africa with direct access to all major international and regional cable systems connecting Africa to Europe, Middle Eastern, and Asian markets.

“We are delighted to call Djibouti Data Center a new Point of Presence (PoP) on our network”, said Simon Vye, CEO at IX Reach. “IX Reach is dedicated to increasing connectivity, collaboration and innovation as well as improving the range of services we provide to our customers.This new partnership with DDC is key in continuing our vision of making our full portfolio of solutions including cloud connectivity just one cross connect away on the IX Reach network.”

DDC tenants will be able to connect directly onto IX Reach’s global network giving access via a single port to over 50 Internet Exchanges and Direct Connect into the industry’s leading Cloud Service Providers. Given the geographical importance of Djibouti, IX Reach will also be able to address markets in other African countries improving global connectivity and reach.

"We are very excited to have IX Reach join the carrier neutral DDC ecosystem, and to be enhancing the DDC’s available network footprint for our global customer base as well as Africa’s growing and emerging markets,” said Anthony Voscarides, CEO of the Djibouti Data Center. “In addition to the DDC’s market leading access in east Africa to international and regional fiber cable systems, the new IX Reach PoP will further enhance connectivity options to a diverse network of major Internet Exchange Points, cloud service providers, and data centers across Europe, North America, and Asia Pacific regions.”

The expansion into a new continent continues to highlight IX Reach’s global ambitions and increased investment into its network and services demonstrating its dedication to meeting the global challenges of increased data use driven by the growth of video streaming, content delivery, IoT, big data and AI technology.

Acquisition follows Silver Lake's recent majority stake purchase of ServiceMax from GE in December.

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Communication platform Zinc has been acquired by ServiceMax, the cloud-based field-service management firm for an undisclosed sum.

The deal follows ServiceMax's parent company, GE, selling a majority stake in the firm to private equity firm Silver Lake at the end of last year, and comes almost two years after GE's $915mn acquisition of ServiceMax in January 2017.

Aly Pinder, ServiceMax's Programme Director of Service Innovation and Connected Products, IDC said: “The ability of ServiceMax and Zinc to immediately surface tribal knowledge in-context not only aids in solving the task at hand on a work order, this integrated solution can also lead to significant improvements in customer experience, as well an enhanced ability to help acquire and engage talent for these critical customer-facing roles.”

Stacey Epstein, Zinc CEO added: “The perfect combination of Zinc’s modern, real-time communication with ServiceMax’s cutting edge and comprehensive suite will be unparalleled in the market, and I am thrilled to continue to help companies realise the promise of complete Service Execution Management.”

ServiceMax CEO Scott Berg, told diginomica that Zinc's real-time communication software will compliment their own platform, and lead to potential transaction-led benefits for customers. "Picture a world where those service engineers in a company could deploy this," he said, "and the first thing they start to do is communicate in real-time, starting to build those knowledge networks. Potentially then, phase two, they start deploying some of the more transaction-led capabilities…the handling of contracts, parts, work orders, and scheduling that they get with ServiceMax.” 

You can read Field Service News' recent interview with ServiceMax CEO Scott Berg here.

 

Tool theft is on the increase, with more than 50% of builders in the UK having had their tools stolen, according to research held by the Federation of Master Builders.

ABAX, GPS tracking specialists, have created six tips to prevent tool theft from happening to your business vehicle and to deter thieves.

1. Park in a secure location 
During the day, whilst working at a job, we recommend that you park your vehicle in a secure location where CCTV is around if possible. It is also common that thieves have been targeting vans/vehicles in broad daylight so you can still be at risk while working in the day.

2. Install locks to your vehicle
The break-in of vans is extremely common these days with the ‘peel and steal’ technique being one of them. It is therefore recommended that strong locks are installed around the vehicle, to prevent unwanted access to the vehicle.

3. Alarms and immobilisers
We recommend that you install extra alarms and immobilisers to the vehicle, to deter the thieves and stop the movement of the vehicle if it is to be tampered with.

4. Add stickers to your vehicle and your assets
Adding stickers to your vehicles is recommended, to emphasise the fact that no tools are left on board the vehicle overnight, to be a preventative measure to thieves. If you leave assets in the vehicle, make sure they are properly marked with stickers or in other ways.

5. Use the glove compartment
For small, but valuable assets like: keys and important documents, use the vehicle’s glove compartment to hide and conceal the valuables

6. Implement GPS Tool Trackers
Invest in small GPS tool trackers, that operate on a global network, and can be visualised on a live map, to see their whereabouts if the unfortunate event happens that they are stolen.Although it is an easy option, we would recommend that you do not leave your tools in your vehicle overnight and you take a few minutes at the end of the day to take them out of your van and into your house or secure them safely in a garage.

Employees are putting their businesses at risk of cyber-attacks by refusing to obey the rules when it comes to the apps they use in the workplace, according to a report from Maintel.

Workers have confessed to using unapproved apps in the office, including Instagram, Facebook Messenger and Snapchat to communicate with colleagues as well as friends and family. For example, four in ten employees (41%) admit to using Instagram for more than two hours each day, despite the app being banned in almost half of UK organisations.  

The majority of employees are well aware that certain apps are not approved for workplace use, but this hasn’t stopped them breaking the rules. In fact, the research found that usage is on the rise, with use of WhatsApp, Snapchat and Instagram increasing significantly over the past three years – 30%, 27% and 33% respectively. 

Staff told us that apps like WhatsApp offer ease of use (84 per cent), speed of response (44 per cent) and informality (35 per cent) in the workplace. This highlights that businesses need to implement more apps that meet their workers needs. But, while employees may be continuing to break the rules, using these unapproved apps is a danger for many businesses. The risks of using undocumented, unsecure apps should be obvious enough – especially in light of GDPR. 

Maintel CTO Rufus Grig said: “If this research tells us one thing, it’s that whilst organisations can go ahead and prohibit the use of as many tools as they like, this will never be enough to actually make this vision a reality. Businesses need to recognise that employees are still using these tools in the knowledge they are unauthorised, and make a conscious effort to understand why. Employers need to ensure the communication needs of a multi-generational workforce are catered for. To do this, it’s clear we need to invest more time into making sure that approved tools offer the best user experience possible, or in those words, offering platforms that are motivating, compelling and easy to use in the workplace”.

You can see the report here.

Engineering and scientific technology firm Renishaw will host The Service Community's next gathering in April, which offers "real insight from real people on service-led growth."

Taking place at Renishaw's HQ in Glocesteshire, South West England on April 2, The Service Community's one-day event features a tour of the company's innovation centre as well as talks from industry professionals and experts.

Highlights include Chris Raddats, from Liverpool University will lead a discussion based research he undertook for four leading UK companies on how relationships are increasingly important in service business growth, following 11 years in the industry with Marconi and David Schmedding, Head of Customer Segment Management and Subscription at digital printers Heidelberg will share insight into the firm's next phase of outcome services at the event. 

Nick Frank from The Service Community said: "We are again lucky to be hosted by Renishaw, one of the UK’s most highly rated technology companies who will share how they have overcome the challenges of growing service businesses.

"I am also excited to have Heidelberg, one of  the world’s leading Digital printing equipment manufacturers and Service leaders to share their experiences. This will be a unique chance to discuss with the company responsible person, how digital technologies and organisation change have led to the possibilities of a new subscription based business model.  

"And then we have some real pragmatic thought leadership shared by Chris Raddats from Liverpool University. This event really lives up to our goal of offering real Insights from real people on Service led growth." he said.

You can register for the event here.