future it services? ask a teenager!
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1The Future of IT Services© Copyright Capgemini 2009 All Rights Reserved
Synopsis
“Future IT-services? Ask a teenager!”
The rapidly emerging new world of a younger generation is not based on the evolution of Information Technology as we understand the term today, nor is the technology itself necessarily the key either. Instead it as much or more about the cultural change in the way that people expect to enable their lifestyle with the technology being a largely hidden aspect - consumed as they want to do something through a 'services' environment. Classic concerns of privacy and boundaries in today's business systems are seen as barriers to be broken down by the new values of openness, sharing, but most of all by the spontaneous manner of being enabled to do what is wanted, when it is wanted, with who should be involved. This is a very different environment from the predetermined and carefully controlled world of today. However, there are key technology threads and elements we should recognise and develop our response around, open source software being an important keyword. This presentation attempts to identify and address them.
The Future of IT Services?Ask a Teenager!!Andy MulhollandGlobal CTO
3The Future of IT Services© Copyright Capgemini 2009 All Rights Reserved
From Content to People, the Technology Side is there…
Publishing is complex and limited to few traditional media
and online merchants
Value is created by aggregating content
(portals)Easy publication for all
Value is generated by tools allowing to publish easily
Mai
nly
nar
row
ban
d
Mai
nly
Bro
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and
2004 2005
•Web 1.0 is an electronic version of existing content
•Value is generated by aggregating content within portals
•Publishing technologies are complex and slow to implement
Web 2.0 is an interactive collaborative environment Blogs (e.g., Dell hell, You Tube, Flicker)
Wikis (e.g., Wikipedia)
Mash-up (e.g., iGoogle, RSS feeds etc.)
Hosted service (e.g., Google spreadsheets, Ikea bathroom designer)
Social Networking website (e.g., Facebook, My space etc.)
Traditional media
Alternative media blogs
Google search
Flicker
Wikipedia
Gmail
netvibes
Web 1.0 Web 2.0
4The Future of IT Services© Copyright Capgemini 2009 All Rights Reserved
But a Young First Time Employee Already Sees a Different World
Why are there so few Macs in this office?
Why do so many people get cc'ed on so many emails?
And yet, why is mailbox capped at 100mb. Can I forward some stuff to Gmail which gives me 5 GB for free?
Wow - l got a tour of the massive data center. My school supported more students than we have employees, but we had a tiny data center
Why don't we use Skype to call people around the world?
Can I not just text message someone's cell phone rather than dial his pager?
Everyone does not have a personal blog? We do not have a group wiki?
Why do we pay technology industry analysts? Can we not research everything on Google?
Are USB and Bluetooth devices banned around here?
You kidding me - those fat manuals are for training for the system? Can I have them in MP3 files for my iPod or see a tutorial video on-line?
Ignore my ignorance but isn't SOA just a complex mash up?
How come our skills database does not allow for me to enter my Ruby and PHP credentials?
When I come back for my full-time role, can I apply for one of these positions?
Is Nintendo missing from our vendor master list?
?A few
questions a younger person is
likely to ask (or
certainly thinks
about) as a new
employee.
5The Future of IT Services© Copyright Capgemini 2009 All Rights Reserved
Your Expectations on this Topic?
Twitter Facebook Kindle
Smart Phone Smart Phone
6The Future of IT Services© Copyright Capgemini 2009 All Rights Reserved
Today, I believe that no crisis on this scale or magnitude will ever be handled again without sms, blogs, and wikis. That social tools will become a natural extension of rapid adaptation to chaotic conditions. I'm still trying to figure out how it all happened. What was it that put my colleagues and me on the global stage answering news requests? It was all viral and we were on a completely "out of control" ride and yet somehow it all worked. Dina Mehta writing on the Tsunami
Or may be the Serious Side?
7The Future of IT Services© Copyright Capgemini 2009 All Rights Reserved
Actually its about culture and not technology
Everyone and every resource is connected
Relationships are largely driven by events, context, expediency, etc
Technologies are open and enabling not closed and restrictive
Mesh Collaboration – The Network of Everything
Granovetter's most famous work, "The Strength of Weak Ties", is considered to be one of the most influential sociology papers ever written.
In marketing or politics, the weak ties enable reaching populations and audiences that are not accessible via strong ties.
The Strength of Weak Ties – Mark Granovetter
8The Future of IT Services© Copyright Capgemini 2009 All Rights Reserved
An (Over) Simplified Model
Individuals
Groups
Communities
Activities
Facebook, etcTo find people
Twitter, etcas the people input
Websites
Websites
Websites
Websites
GoogleTo find content
RSS, etcthe content input
The Network of Everything Global Resources My Personal Network
NOW! Event
LocationDevice
etc.
Web 2.0People
Web 1.0Content
Apps & WidgetsRunning from Cloud
9The Future of IT Services© Copyright Capgemini 2009 All Rights Reserved
My Personal Network
Try and Buy
Event Driven
React and Respond
Pay as you Go
10The Future of IT Services© Copyright Capgemini 2009 All Rights Reserved
Inside the Cloud is a Mesh of connections
to ‘Services’ of all types
Cloud Computing
Global Resources need to literally be that!
There is a lack of predetermined logical architecture as it thrives on ‘Virtuality’.
This is Virtualisation taken to the next level, beyond just internal resources!
Many more small services, in ever changing orchestrated processes, increasingly externally oriented with an uncertain demand pattern will drive the demand longer term = Cloud of Services = Everything as a Service, XaaS
Short term the cost and flexibility will the dominant issue in cost controlled times– = Software as a Service, SaaS– = Processing as a Service– =Storage as a Service– Etc, etc
11The Future of IT Services© Copyright Capgemini 2009 All Rights Reserved
www.prosper.com
Crowd Sourcing with Crowd Sourcing with Intimacy for Borrowers and Intimacy for Borrowers and
Lenders and a risk Lenders and a risk management process to the management process to the benefit of both providing benefit of both providing transparency in operationtransparency in operation
The Network of Everything
12The Future of IT Services© Copyright Capgemini 2009 All Rights Reserved
The Network of Everything can be Structured Too
www.google.com Features – With Google Health, you can:
Build online health profilesYou can enter your health conditions, medications, allergies, and lab results into your Google Health profile and you can name the profile anything you want. You can even create multiple profiles for family members or others you care for.
Import medical records from hospitals and pharmaciesChoose from a list of Google Health partners to see if your hospital or pharmacy can send copies of your medical records or prescriptions to your Google Health profile. This way, you can save an accurate history of your medical conditions, medications, and test results all in one place.
Learn about health issues and find helpful resourcesReview trusted information on diseases and conditions and learn about possible medication interactions and other topics to talk your doctors about.
Search for doctors and hospitalsYou can search for a doctor's name or location, find a doctor's website, get directions to a doctor's office, and save a doctor's information to your medical contacts list.
Connect to online health servicesBrowse the online health services directory to find services that are integrated with Google Health that can help you better manage your health needs.
13The Future of IT Services© Copyright Capgemini 2009 All Rights Reserved
BUT Overall there is the Issue of Transparency
Who do I know?
Can I trust them?
Will they trust me?
In what context do I know
them?
Is this official?
Have you heard/seen
this?
Do they really know…?
What is on Google,
Wikipedia…?
Here is what you need?
Intimacy x Competency/CredibilityIntimacy x Competency/Credibility
Risk/Certain RatioRisk/Certain Ratio
Trust = Trust =
What Does This Tell Us in a Practical Manner?
15The Future of IT Services© Copyright Capgemini 2009 All Rights Reserved
It makes my life;better, more fun,easier, …
People are the Driving Force Today, and they are Creating Markets!
Client-Server ERP Knowledge Mgt SOA
The Business can save money!Office Suites
Business Intelligence
Functional Apps
PC &Spreadsheet
PDA &Calendar
Cell Phone & Texting
Smart Phone & eMail etc
Decision Support
Web 2.0 &Interactions
Web 1.0 & Content
The Lesson of 1990A Recession
Technology InnovationUser Driven change
Enterprise Cohesion lost
Era of Information Technology Business Process Re
engineeringMatrix Working Client Server
ERP
The creation of the role of the CIOTo manage the shift from
Computing to Information Technology
To manage the shift from Information Technology to
Business TechnologyWe need ????
16The Future of IT Services© Copyright Capgemini 2009 All Rights Reserved
Life has got Complicated and Its Not Only IT Now !
Internal External
17The Future of IT Services© Copyright Capgemini 2009 All Rights Reserved
There are Some Clear Distinctions
Internal External
MachineOriented
PeopleOriented
18The Future of IT Services© Copyright Capgemini 2009 All Rights Reserved
Governance Model – For Business & Information Technology
Business and Technology Architecture Governance Model
PersonaliseAn Individual’s capability to choose their ‘experience’
in how they wish to ‘Interact’ and ‘collaborate’
DifferentiateA Manager’s capability to build locally unique ‘differentiating’
capabilities both externally and internally
Organise (SOA)Common, shared core processes that support each differentiated offer
above, and connect to transactional IT applications below
Comply (ERP, etc.)Traditional Enterprise Applications with organised procedures
and data integrity, keeping compliant business results
Loose Coupled Business Technology
SOA the coupling layer between both
Tight CoupledInformation Technology
19The Future of IT Services© Copyright Capgemini 2009 All Rights Reserved
There is an Interesting Inversion in this …
Business and Technology Architecture Governance Model
PersonaliseAn Individual’s capability to choose their ‘experience’
in how they wish to ‘Interact’ and ‘collaborate’
DifferentiateA Manager’s capability to build locally unique ‘differentiating’
capabilities both externally and internally
Organise (SOA)Common, shared core processes that support each differentiated offer
above, and connect to transactional IT applications below
Comply (ERP, etc.)Traditional Enterprise Applications with organised procedures
and data integrity, keeping compliant business results
Loose Coupled Business
Technology
SOA the coupling layer between both
Tight CoupledInformation Technology
$1
$2
$3
Margin
$1
$2
$3
Revenue
Cost or Value?
20The Future of IT Services© Copyright Capgemini 2009 All Rights Reserved
And Where Does Open Source Come Into this?
Success is now about Success is now about openness to change, openness to change, sharing, and co working sharing, and co working … …
… … to enhance your to enhance your product, service or ideaproduct, service or idea
We need to be able to We need to be able to adapt and change FAST adapt and change FAST ……
… … but in focused aspects but in focused aspects not monolithic not monolithic applicationsapplications
Cost is overcoming Cost is overcoming technology limitations by technology limitations by specialised integration …specialised integration …
… … Value is Value is being able to quickly add being able to quickly add new featuresnew features
Fixed operating costs, Fixed operating costs, including Application including Application Licenses, are crippling Licenses, are crippling required investmentrequired investment
Outsourcing doesn’t only Outsourcing doesn’t only have to be about operating have to be about operating models …models …
… … it can be mean it can be mean development toodevelopment too
21The Future of IT Services© Copyright Capgemini 2009 All Rights Reserved
Be flexible in your thinking
Remember its not only IT
Standards matter
Always consider the external implications
A recession will accelerate change
Above All;Work on how to develop
understanding of the CultureOf People ‘enabled’ by
Technology
Closing Considerations
Think who and where else technology is in use Apply a suitable governance model
Its another era arriving Ignoring is not an option
Innovation in markets, products and alliances Time and frequency of change is the new gold standard
The future is across the Firewall The new era is built around standards
Remember that this is the driver Think how you will continuously be involved in change Think ‘OPEN’ continually and at every stageThink ‘OPEN’ continually and at every stage
22The Future of IT Services© Copyright Capgemini 2009 All Rights Reserved
Why Will Your Business Move to do these Things?
Source: www.breakingviews.com 12th Jan 2009
The $9 billion story of the
Amazon Kindle
A Financial Analyst’s breakdown; Amazon at $24 billion of market capitalisation has an extra
$9 billion of market capitalisation above the standard retail sector at 14 times earnings which equates to a value of $15 billion
Justified on the basis of the expected revenue from the Kindle at a premium of 27 times current earnings and is based on the equivalent success of the Apple iPod
Pre Christmas Kindle were selling in eBay for twice the official price of $360 consumers are so keen to get hold of them