itsm technology trend

11Copyright 2014 SLK Software Services. All rights reserved. This document cannot be Copied, Re-distributed, Transmitted or Printed without the written permission of SLK Software Services Pvt. LtdSLK Software Company Confidential Information. All rights reserved. This document cannot be Copied, Re-distributed, Transmitted or Printed without the written permission of SLK Software Services Pvt. Ltd

Technology Trend & Impact to ITILA strategy for Next Gen ITSM from SLK

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Copyright 2014 SLK Software Services. All rights reserved.

2(2)Copyright 2014 SLK Software Services. All rights reserved. This document cannot be Copied, Re-distributed, Transmitted or Printed without the written permission of SLK Software Services Pvt. Ltd

2SLK Software Company Confidential Information. All rights reserved. This document cannot be Copied, Re-distributed, Transmitted or Printed without the written permission of SLK Software Services Pvt. Ltd

Contents

Top 10 Strategic Technology Trends 2014

Today’s Challenge - Sample Scenarios

Perceived ITSM Mobile Strategy

Mobile Enablement for ITSM

Enterprise ITSM Mobile Strategy

Strategy Benefits



Top 10 Strategic Technology Trends 2014

Converging Forces

Derivative Impact

Future Disruption

• Mobile Device Diversity & Management• Mobile Apps & Applications• The Internet of Everything• Hybrid Cloud & IT as Service Broker

• Cloud / Client Architecture• The Era of Personal Cloud• Software Defined Anything• Web Scale IT

• Smart Machines• 3-D Printing

Source: Gartner 2013



Mobile Device Diversity

Wearable Pocketable Grab & Go Convertible Portable Desk Shared Areas

Touch, Voice…

Keyboard, Mouse

Gesture

Tactics are the new strategy

Source: Gartner 2013



Today’s Challenge – Sample scenarios

Outlook is not connecting to Exchange – Issue logged at 6pm

Desktop / User based

Server based

Network based

A critical server approaching disk full state

Monthly backup scheduled for critical system

ITSM staff unable to resolve in time till EOD

Issue was not resolved till next business day

Monitoring tool opened a low priority ticket to resolve within a

day

Server reached the threshold unexpectedly and frozen

Backup failed due to bandwidth choke and ITSM staff unable to

view bandwidth status

Scheduled Backup Failed unexpectedly



Perceived ITSM Mobile Strategy

Enterprise Mobile Applications

ITSM Staff

Tickets / SLA Alerts

Enterprises generally focus on enabling Web Apps on the Mobile Channel and most enterprises perceive this as their Mobile Strategy

Web App/Web Features

Core Systems

SM Tools

Monitoring Tools



Is your mobile strategy Future-ready?- Device & Data Security- Platform/Device Agnostic- Hardware capabilities- Bring Your Own Device (BYOD)

Does your mobile strategy support multiple user interface?- Voice Command- Audio Output- Keyboard & Visual Output

Does your Mobile Strategy go beyond Conventional Usage?- Scan & Integrate with CMDB- Access to KEDB from any location- Capable to Intergrade multiple Applications

Does your mobile applications work on:- iPhone (iOS), iPad - Android Phones & Tablets- Windows Phone, Tablets

The next-gen mobile strategy should offer more service lines and should be scalable to futuristic needs

Points to Ponder – ITSM Mobile Strategy



Mobile Enablement for ITSM

• Generate reports / trends on tickets / alerts etc.• Intelligence in reporting the unexpected situations• Proactive reports on hardware performance to act • Capacity planning by collaborative method

• Monitoring the critical env- 24/7• Live Alerts for IT env• Accessibility to alert logs and issue resolution• Visibility on critical items for engineers / on call

Analytics

Monitoring Tools Remote Consoles

Management

• BI – for IT• Proactive decisions on critical situations• Single stop live view of IMS environment• Approvals / authorization on the move

ITSM

SM Tools

• Problem, Incidents, Change records• CMDB, KEDB access from anywhere• Critical incident , SLA monitoring• Management dashboards and Alerts

• Remote consoles for easy and faster troubleshooting• Visibility and accessibility enabling collaborative resolution• DC server / Network equipment access for faster resolution• LDAP Consoles



Enterprise ITSM Mobile Strategy

Customer Enterprise Partners

Enterprise ITSM Mobile Applications

Mobile Application Frameworks

Tickets /SLA

Live Alerts

RemoteConsoles

Dashboards/Reports

Mobile Application Management(Enterprise AppStore / MAM)

Mobile Device Management (MDM)

Mobile Operating System

Device Drivers & API

Mobile Devices & Accessories

POSNFC

CameraBar Code

RFID

AntennaAudio

Mobile Hardware Accessories

Vision: Centralized platform to remote access ITSM tools to monitor, analyze, resolve the issues proactively & lively

IMS

SM Tools

Monitoring tools

Remote devices

Analytics

Mobile Enterprise Application (MEAP)



Revised ITSM Maturity Model based on Trends

Gain experience with tools, technology

• Pilot projects• Proof of Concepts

Established Security Standards

Improved SLAs based on new process and mobile enablement

Limited innovative applications

Limited integration with different ITSM tools (SM, Monitoring, Analytics)

App Store based distribution

Established strategy and roadmap

Centralized ITSM, Mobile Policy

All possible tools are made available in Mobile platform also

Integrated dashboard, predictive analytics

Learn, Innovate and Continuously improve

Support all major mobile platform

Majority of processes & intelligence on mobile

Measured results feed to strategy

Business Process innovations & automation

Collaborative outputs lead to Productivity and Future plan

Omni-channel user experience

Established ITSM + Mobile Center of Excellence

Reduction in IT Service investment

Apps enabled on web/mobile – Tickets, Environment Monitoring

Validation of enabled services (ex: 24/7 on call) and impact

No major impact in SLAs

VPN based

Early Learning

Initial exploration in ITSM

Enforced

Used by selected ITSM staff on need basis

Established

Used in selected divisions of IT

Enterprise

Enablers targeted for

entire IT group

Ecosystem

Consistent within the ecosystem

Source: SLK Research



Establish Enterprise ITSM Mobile Strategy

Focus on building innovative solutions rather than just applications

Devise a strategy for integrating mobile with enterprise systems

Focus on building applications that cater to multiple platforms/devices

Establish consistent user experience across the mobile channel

Introduce new SLAs leveraging the power of mobile device

Build solutions that caters to customer, enterprise & partner needs

Evaluate the Tablet space in all initiatives

Enterprise ITSM Mobile Strategy – Strategic direction



Strategy Benefits

Benefit Impact

Centralized platform to remote access ITSM tools for Updating, Reassigning, Resolving Issues

Productivity SLA

Enable mobility for ITSM staff to work on consoles directly from anywhere

Flexibility

Improved ITSM Staff motivation Employee Satisfaction

Faster resolution time for Incidents, Problems SLA

Improved Change management Productivity

Reduced escalations Customer Satisfaction

Reduced ITSM staff Cost

Better solution for 24/7 on call Business demands Customer Satisfaction Business Continuity

Proactive & Lively solution for ITSM Innovation Predictability

Increased Business revenue RevenueCustomer Confidence



Sample Screenshot

1414Copyright 2014 SLK Software Services. All rights reserved. This document cannot be Copied, Re-distributed, Transmitted or Printed without the written permission of SLK Software Services Pvt. LtdSLK Software Company Confidential Information. All rights reserved. This document cannot be Copied, Re-distributed, Transmitted or Printed without the written permission of SLK Software Services Pvt. Ltd

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itsm technology trend

Technology

slk disclaimer

era of personal cloud

gen itsm

new strategy source

strategic technology

critical system itsm

critical server

hybrid cloud