© Copyright 3/3/2015 BMC Software, Inc1

Anthony OrrDirector, BMC Software

ITIL Author

ITSM.next: Wearable, Internet of Things, Service Management and IT

ANYWHERE I.T.

ANYTIME I.T.

ANYTHING I.T.

© Copyright 3/3/2015 BMC Software, Inc2

Anthony OrrDirector, BMC Software

ITIL Author

ITSM.next: Wearable, Internet of Things, Service Management and IT

© Copyright 3/3/2015 BMC Software, Inc3

Agenda

1. Devices, Wearables and the Market

2. Value of the Technologies

3. Service Management

4. ITSM

© Copyright 3/3/2015 BMC Software, Inc4

Device evolution

• Dumb terminal

• Personal computer

• Personal devices

• Smart devices

• Embedded devices

© Copyright 3/3/2015 BMC Software, Inc5

Defining Wearable Computing

• Glasses

• Clothing

• Watches/Bands

• Shoes/Skates

• Clip-ons

• Smart Phones/Tablets/PC

• Exoskeletons

© Copyright 3/3/2015 BMC Software, Inc6

Key Markets

• Healthcare

• Retail

• Sport and fitness

• Safety and Security

• Gaming and Lifestyle

• Military

© Copyright 3/3/2015 BMC Software, Inc7

Market Drivers

• People want data – awareness

• Big players – Apple, Microsoft, Google, Amazon

• Start-ups

• Lower cost of sensors, digital health

• Marketspace merger –smartphone with sensors

• ZMOT capabilities

• Interoperability improving

• Privacy and security issues

© Copyright 3/3/2015 BMC Software, Inc8

Value

© Copyright 3/3/2015 BMC Software, Inc9

Value in the Service

• Social

• Economic

• Psychological

• Empowerment

• Experience

• Productivity

• Creativity

• Decision Support

• Elegance

• Engagement

Customer/User(Social)

Employee(Psychological)

Supplier(Economic)

Quality of Service

Quality of Experience

Quality of Engagement

Quality of Solution

© Copyright 3/3/2015 BMC Software, Inc10

© Copyright 3/3/2015 BMC Software, Inc11

Decision Support

• Search for answers

• Data – “Big Data”

• Information overload

• Knowledge based on Trends and Collaborative usage of Information

• Wisdom – Smarter, better reaction, proactive

• Improve performance of decision making

• Quantification with wearables

Source : ITIL 2011 CSI publication

© Copyright 3/3/2015 BMC Software, Inc12

QuantificationContextual data

• Geographical

• Algorithmic based on your searches, history

• Temporal based on moments in time relative to other things, social

• Location (documents, media, influence, people, etc), wearables

• Life Style (calendar, quantification, etc)

• Proximity (in store notifications, etc)

• Biological (pulse, heart beat, posture, DNA, etc)

• Correlation (sensor, tracker, mobile, etc)

© Copyright 3/3/2015 BMC Software, Inc13

Sensors/Features

Proximity sensor

Motion

sensor/accelerometer

Ambient light sensor

Moisture sensor

Gyroscope

Accelerometer

Bluetooth

Wi-Fi

Estimote

Ibeacon

Dust

Water

Motion

Gas

Magnetic

Shock

Tilt

Fingerprint sensor

Face detection

MP3

Camera/Video

recording

GPS/geotagging

Facetime

Siri

Microphone

© Copyright 3/3/2015 BMC Software, Inc14

Internet of Things

• Wear-ables

• Home devices and sensors

• Work devices and sensors

• Business devices and sensors

• Enablement by Big Data

• Best Practice stage –Coordination/Collaboration

© Copyright 3/3/2015 BMC Software, Inc15

Connecting everything

The Internet of People

People to IT

IT to Business

Wearable

Sensor

Environment

You(Customer)

Internet of

Things

Sensor

Sensor

Digital Services

(Supplier)

SupportBusiness Services

IT ServicesGlasses

Clothing

Shoes

Watches/Bands

Clip-ons

Smart Phones

People

Digital Services(Private Apps)

Delivery

Other Connected

People

Platform of the Future

Value Network

Services are created with relationships

© Copyright 3/3/2015 BMC Software, Inc16

Service Management

© Copyright 3/3/2015 BMC Software, Inc17

Complexity of IT Challenge

• Focus is Customer and Business outcomes

• Improve Capability

• Acquire Resources

• Improve Performance

• Remove Waste

• Improve Experience

• Governance

• Security

• People

© Copyright 3/3/2015 BMC Software, Inc18

IT Service Management

• Run, Grow, Innovate/Transform

• Support

• Delivery

• Service Strategy

• Service Design

• Service Transition

• Service Operation

• Continual Service Improvement

• Emerging Technology

© Copyright 3/3/2015 BMC Software, Inc19

ANYWHERE I.T.ANYTIME I.T.ANYTHING I.T.

© Copyright 3/3/2015 BMC Software, Inc20

Learn more at www.bmc.com

Smart IT for Service Managers

Social

Crowdsourced

Real-Time

Virtual Agent

Context-Aware

Formless

© Copyright 3/3/2015 BMC Software, Inc21

Dev Ops slide

© Copyright 3/3/2015 BMC Software, Inc22

• Glove will change the way you make music

• Microsoft develops “Smart Bra” to monitor stress

• Sign language ring translates hand movements to speech

• Wearable medical devices market to reach 5.8 billion

• Wearable fitness technology to quadruple in 2014

• 90 million wearable device expect to ship in 2014

• Apple unveils apple watch

• Camfind app for Google glass for visual search

Virtual world enablement for children/people with disabilities

– Learning disabilities

– Cerebral Palsy

– Speech and language impairments

– Visual impairments

Enhanced augmented virtual reality

– Stroke rehabilitation –Cybergloves

– Parkinson’s disease

Social

Economic

Psychological

News Excitement Innovation

Real Value – IT for Life

Source: http://www.wearabledevices.com/

© Copyright 3/3/2015 BMC Software, Inc23

Take-away’s

1. Isn’t it amazing what IT was meant to be

2. Plan your route to value with BMC Solutions

3. Embrace Digital Services in all areas of your life

4. Deliver Social, Economic and Psychological value

Make the world a better place

© Copyright 3/3/2015 BMC Software, Inc24

The Future looks so Bright

© Copyright 3/3/2015 BMC Software, Inc25

Thank You.

Anthony OrrDirector, BMC Software

@anthonyorratBMCanthony_orr@bmc.com713-918-7402