2. Ian Aitchison
ITSM Product Director, LANDesk Software
@IanAitchison
Approaching the Event Horizon

3. Putting Big Concepts Together for better ITSM

4. Are We Running Out of INTERNET?
4
http://www.worldipv6launch.org/infographic/

5. NO It’s Very Big Internet
http://www.slideshare.net/CiscoIBSG/internet-of-things-8470978

6. It’s Getting Bigger
2017, there will be 3.6 billion global Internet users,
up from 2.3 billion global Internet users in 2012
By 2017, average global broadband speed will grow 3.5-fold,
from 11.3 Mbps (2012) to 39 Mbps (2017)
By 2017, global IP traffic will reach an annual run
rate of 1.4 zettabytes, up from 523 exabytes in
2012
http://www.cisco.com/en/US/netsol/ns827/networking_solutions_sub_solution.html#~forecast

7. Trivia
Bytes(8 Bits)
Kilobyte (1000 Bytes)
Megabyte (1 000 000 Bytes)
Gigabyte (1 000 000 000 Bytes)
Terabyte (1 000 000 000 000 Bytes)
Petabyte (1 000 000 000 000 000 Bytes)
Exabyte (1 000 000 000 000 000 000 Bytes)
Zettabyte (1 000 000 000 000 000 000 000 Bytes)
Yottabyte (1 000 000 000 000 000 000 000 000 Bytes)
Xenottabyte (1 000 000 000 000 000 000 000 000 000 Bytes)
Shilentnobyte (1 000 000 000 000 000 000 000 000 000 000 Bytes)
Domegemegrottebyte (1 000 000 000 000 000 000 000 000 000 000 000 Bytes)
5 Exabytes: All words
ever spoken by
human beings.
On April 12, 2013, Fox News
published a story indicating that
the new NSA Data Center south of
Salt Lake City, UT, will be able to
contain up to 5 zettabytes of data,
"according to some reports”.
Question : Who is a YottaByte named after

8. http://mozy.com/blog/misc/how-much-is-a-petabyte/
Bill Gates, 1981
http://www.buzzfeed.com/awesomer/how-big-is-a-yottabyte
“640K [Kilobytes] ought to be enough for anybody.”

9. Two Important Words
Per
Annum

10. Where is the growth?
http://blogs.cisco.com/diversity/the-internet-of-things-infographic/

11. What is Taking All Usage?
2012 12 billion networked devices in 2012
2017 19 billion networked devices globally
2012 Average household 4.7 connected devices
2017 Average rises to 7.1 connected devices
Non-Geek Disclosure : laptop (1), NAS, modem, router, printer, sonos, phone-to-ip
extender, appletv, PVR, internet-connected TV, ipad (2), iphone (2), kindle.
2017
Nearly half of total IP traffic will originate with non-PC devices (including tablets,
smartphones, and televisions)
http://www.cisco.com/en/US/netsol/ns827/networking_solutions_sub_solution.html#~forecast

12. Twine

14. And the REACH is Growing

15. Massively Interconnected Internet of Devices, Mobile, Wifi.
And it’s only going to increase

16. AND We like to get CLOSE

17. Human Technology Proximity
• Lots and Lots of Devices
CLOSE to everyone
• I wake, I reach out and touch
Technology
• As I move I stay connected to
the Internet

18. Get Up?

19. Ever Closer Proximity

20. QR Codes – Point and Interact

21. • Lots and Lots of Devices CLOSE to everyone
• This is what technology is bringing us – close
proximity to highly interconnected world.
• Mindboggling size and complexity. Invisible to
us
• But very CLOSE

22. As we swim in technology
Our EXPECTATIONS Change
• Our expectations of NORMAL are changed.
• We expect to reach out and touch what we want or need
• We expect to do it ourselves
• What is normal now?
CONSUMERISATION is EXPECTATION
Infographic SAP http://www.pcmag.com/article2/0,2817,2418471,00.asp

23. Work is what I do…
not a place I go
I Will Be Productive...
My Way

24. So, In Summary
There IS enough Internet to go around
There IS Connectivity everywhere
People LIKE Technology
People Carry and Wear Technology
People WANT to be Self Sufficient
People WANT to be Productive
So Why Can’t IT Take Advantage of This?

25. NOW, What’s The Deal with ‘Corporate IT’?

26. “Most of what we call Management consists of making it
difficult for people to get their work done.” -Peter F. Drucker
Does this apply to IT Management?
Does IT Control Suppress Business Innovation?
IT is playing catch-up. Attempting to enforce CONTROL.
IT is Evolutionary…
Technology is Revolutionary!

28. Where does ITIL actually TOUCH the HumanEndUser?
 Availability Management
 Capacity Management
 Change Management
 Event Management
 Financial Management
 Incident Management
 Knowledge Management
 Problem Management
 Release Management
 Request Fulfillment Management
 Service Asset & Configuration Management
 Service Catalogue Management
 Service Level Management
 Service Portfolio Management
 IT Service Continuity Management
Diagram : http://blog.itil.org/
36 processes and
functions.
7 MIGHT interact
with
HumanEndUser
<20%

30. So, In Summary
So the Demand is There
The Infrastructure Is There
IT Struggles
What’s the Solution
?

31. Lets look at ITSM Tools

32. What other tools let you...
• Build web sites, dashboards, windows, metrics
• Communicate via email, phone, social
• Design human workflow
• Measure performance
• Across all platforms and devices
• Integrate with other tools

33. Using ITSM Tools only for “ITIL”
• Is like using a multifunction food processor to only slice cucumbers
• Excellent at it, but there’s so much more possible

34. Potential
You can do so much more
HR, FM, DevOps, Project Mgmnt, Asset
Mgnt, Social Communication, Room
Booking, Self Service, Mobile....
PROCESS with UI

35. Now, Let’s Look Deeper -
Let’s Look At One Area where ITSM Tools can CHANGE the Game
• Event Management
• A unique ‘toolset’ perspective that maybe cannot be seen from a
documentation, formal, rule-book angle
• But what IS Event Management?

36. Event Management
NOT
THIS

37. Event Management from an ITSM TOOL Perspective
An event is an ITSM process followed when a notification of the relevant type
is received from a monitoring tool.
Events may or may not create further Incidents or Changes
Events are CREATED, UPDATED and CLOSED by external tools

38. SO what?
What is special about event management?
IT IS SIMPLE, AUTOMATIC INTERACTION WITH ITSM
PROCESSES.
Machines talk to Processes.
People design processes. Technology talks to Processes.
IF YOU HAVE EVENT MANAGEMENT YOU HAVE THE
ABILITY TO TOUCH ANY ITSM PROCESSES
It’s been there all the time and we didn’t notice

39. Need an
Incident? 
Need a
Change? 
Created By External Tool

40. Added By External Tool
Added By External Tool
EXTERNAL TOOLS
INTERACT DIRECTLY
WITH PROCESSES
EXTERNAL TOOLS
PRESS ITSM
‘BUTTONS’
HTTP://performmypr
ocessaction.com

41. BUT, EVENTS
• DON’T HAVE TO COME FROM MONITORING TOOLS
• In fact, forget that whole ‘Back End’, “IT Behind The Wall thing”
• Why Not “PUSH A BUTTON?” to interact with ANY PROCESS
• “HUMAN EVENTS”. Nothing to do with ITIL Event Management
• Everything to do with PEOPLE interacting with PROCESS
Added By External Tool

42. The Event Horizon
So, this is NOT about ITIL Event Management and NOT about Monitoring
Tools
This is about HUMANS
LET’S LET THE HUMAN END USER INTERACT WITH THE PROCESS
DIRECTLY
(And not having to go to a Self Service Portal at all)

43. Not Self Service “Portal” ?
Distribute BUTTONS that INTERACT with ITSM PROCESSES
around YOUR BUSINESS
Soon it will be NFC,
for now it can still be QR

44. QR Codes – more than stupid

45. Let’s experience
• Better living in a Human-Event driven, Self
Service, Mobile world.
• It’s a Day in the life.
• NOT BACK END. FRONT END
• ALL POSSIBILE
• ALL ITSM PROCESS TOUCHED BY
HUMANENDUSER

46. Arrive
Susan arrives at new job
SCANs her new BYOD phone
at RECEPTION
PHONE is PROVISIONED for
WORK

47. Arrive
Find
Desk
Email received contains location of
her desk, useful links and schedule
for that day.
Her Laptop is provisioned for Work

48. Arrive
Find
Desk
Print
Meet
She prints a document.
Goes to a meeting.
Collects Printout on the way... It’s not there
– no paper. None spare.
SCAN’s ‘NO PAPER’ and goes on

49. Arrive
Find
Desk
Print
Meet
In the meeting
She needs an Extension Lead
And a lightbulb had blown
She SCANs twice
An engineer arrives,
with lead and new bulb
He SCANS the ALL DONE code
and leaves

50. Arrive
Find
Desk
Print
Meet
New
Services
At Lunch
Sees IT POSTER advertising new
IT service
SCANs to Request
Apps/Shortcuts etc delivered to
Phone AND Desktop

51. Arrive
Find
Desk
Print
Meet
Error on laptop
Cannot connect to network any more
‘Help Me’ on mobile
Captures picture
Starts video-conference
Watches Remote Contol
Corrected Driver deployed, live
Error!
New
Services

52. Arrive
Find
Desk
Print
Meet
Phone Stolen on Way Home
Colleagues Mobile
“WIPE my Profile, even my ipad”
----
Requests Corporate Replacement
Routed to courier.
Replacement waits at home with QR Code
SCANS to confirm received
Error!
Fix
Replace
New
Services

53. Seem like a fairy story?
IT ASSISTED EVERY
STEP
SUPPORTED
PRODUCTIVITY
CONNECTED ENDUSER
DIRECT TO ITSM
PROCESS
DIDN’T REQUIRE TYPING,
SEARCHING
DIDN’T ‘Have to Contact IT”
SUPPORTED
CONSUMERISATION
SUPPORTED
SELFSUFFICENCY

54. All Possible Now
1. Arrival
2. Find Desk
3. Print - Fault
4. Meet – Fault/Fix
5. New Services
6. Error
7. Stolen/Replace
All
Possible
Today
With
ITSM Tools:-
• With SelfService
• With Mobile
• With Integration
• With Automation

55. So
Because we live in a Massively Connected,
Always Accessible, Mobile World, with Close
Human-IT Proximity, and we have ITSM Tools....
We have an opportunity!
Find Direct Connections between
HumanEndUser and ITSMProcess
Focus on HumanEndUser
Use Automation, Integration, SelfService

56. User Oriented IT
Reposition IT
Become the Innovator
Become the Productivity Enabler
Focus on EndUser
Automate, Integrate
Best Practice
Combined with Mobile, Self Service

57. THANK YOU
Ian Aitchison, @IanAitchison
LANDesk Software
(My Presenter Fee for TFT13 All Goes To Charity)

58. Backup