#tft14 rajesh gundurao and firosh poochaly, technology trends and impact to itil
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Technology Trend & Impact to ITIL
A strategy for Next Gen ITSM from SLK
Disclaimer: All logos used in this deck are property of respective owners
Copyright 2014 SLK Software Services. All rights reserved.
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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
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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
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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
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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
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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
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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
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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
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Enterprise ITSM Mobile Strategy
Customer Enterprise Partners
Enterprise ITSM Mobile Applications Mobile Application Frameworks
Tickets / SLA
Live Alerts
Remote Consoles
Dashboards/ Reports
Mobile Application Management (Enterprise AppStore / MAM)
Mobile Device Management (MDM)
Mobile Operating System
Device Drivers & API
Mobile Devices & Accessories
POS NFC
Camera Bar Code
RFID
Antenna Audio
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)
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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
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� 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
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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 Revenue
Customer Confidence
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Sample Screenshot
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