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Rajesh'Gundurao'&'Firosh'
Poochaly'
Technology'Trends'and'
Impact'to'ITIL'
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.
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

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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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2
Top 10 Strategic Technology Trends 2014

Converging
Forces

•
•
•
•

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

Derivative
Impact

•
•
•
•

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

Future
Disruption

• Smart Machines
• 3-D Printing

Source: Gartner 2013
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3
Mobile Device Diversity
Tactics are the new strategy

Wearable

Pocketable Grab & Go

Convertible

Portable

Desk

Shared Areas

Touch,  Voice…

Keyboard, Mouse

Gesture

Source: Gartner 2013
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4
Today’s Challenge – Sample scenarios

Desktop / User based
Outlook is not connecting to
Exchange – Issue logged at 6pm

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

Server based
A critical server approaching disk
full state

Network based
Monthly backup scheduled for
critical system

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5
Perceived ITSM Mobile Strategy

ITSM Staff
Core Systems

Enterprise Mobile Applications
Tickets / SLA

Alerts

Web App/
Web Features

SM Tools

Monitoring Tools

Enterprises generally focus on enabling Web Apps on the Mobile Channel and most
enterprises perceive this as their Mobile Strategy
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6
Points to Ponder – ITSM Mobile Strategy
Is your mobile strategy Future-ready?
- Device & Data Security
- Platform/Device Agnostic
- Hardware capabilities
- Bring Your Own Device (BYOD)

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

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

The next-gen mobile strategy should offer more service lines and should be
scalable to futuristic needs
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7
Mobile Enablement for ITSM
•
•
•
•

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

•
•
•
•

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

SM Tools

Analytics

•
•
•
•

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

•
•
•
•

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

Remote Consoles

Monitoring Tools

ITSM

Management
•
•
•
•

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

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Enterprise ITSM Mobile Strategy
Customer

Enterprise

Partners

IMS

Mobile Application Management
(Enterprise AppStore / MAM)

Enterprise ITSM Mobile Applications
Tickets /
SLA

Live
Alerts

Remote
Consoles

Dashboards/
Reports

SM Tools

Mobile Application Frameworks
Mobile Operating System
Monitoring tools

Device Drivers & API
Mobile Devices & Accessories
Remote devices
Mobile Enterprise Application (MEAP)

Mobile Hardware Accessories
POS
NFC

Camera
Bar Code
RFID

Antenna
Audio

Mobile Device Management
(MDM)

Analytics

Vision:
Centralized platform to remote access ITSM tools to monitor, analyze, resolve the issues proactively & lively
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9
Revised ITSM Maturity Model based on Trends

Ecosystem
Enterprise
Established

Enablers targeted
for entire IT group

Used in selected
divisions of IT
Established strategy
and roadmap

Enforced
Early Learning
Initial exploration in
ITSM

Used by selected
ITSM staff on need
basis
Apps enabled on
web/mobile – Tickets,
Environment Monitoring

Established Security
Standards

Centralized ITSM,
Mobile Policy

Improved SLAs based on
new process and mobile
enablement

All possible tools are
made available in
Mobile platform also

Limited innovative
applications

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

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

• Pilot projects

No major impact in SLAs

• Proof of Concepts

VPN based

App Store based
distribution

Gain experience with
tools, technology

Integrated dashboard,
predictive analytics

Consistent within
the ecosystem

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

Learn, Innovate and
Continuously improve

Established ITSM +
Mobile Center of
Excellence

Support all major
mobile platform

Reduction in IT Service
investment

Source: SLK Research

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Enterprise ITSM Mobile Strategy – Strategic direction
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

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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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Thank you !

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

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sponsor, CA Technologies
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#TFT14 Rajesh Gundurao and Firosh Poochaly, Technology Trends and Impact to ITIL

  • 2. 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. 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 SLK 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 1
  • 3. 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 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 (2) SLK 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 2 2
  • 4. Top 10 Strategic Technology Trends 2014 Converging Forces • • • • Mobile Device Diversity & Management Mobile Apps & Applications The Internet of Everything Hybrid Cloud & IT as Service Broker Derivative Impact • • • • Cloud / Client Architecture The Era of Personal Cloud Software Defined Anything Web Scale IT Future Disruption • Smart Machines • 3-D Printing Source: Gartner 2013 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 (3) SLK 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 3 3
  • 5. Mobile Device Diversity Tactics are the new strategy Wearable Pocketable Grab & Go Convertible Portable Desk Shared Areas Touch,  Voice… Keyboard, Mouse Gesture Source: Gartner 2013 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 (4) SLK 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 4 4
  • 6. Today’s Challenge – Sample scenarios Desktop / User based Outlook is not connecting to Exchange – Issue logged at 6pm 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 Server based A critical server approaching disk full state Network based Monthly backup scheduled for critical system 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 (5) SLK 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 5 5
  • 7. Perceived ITSM Mobile Strategy ITSM Staff Core Systems Enterprise Mobile Applications Tickets / SLA Alerts Web App/ Web Features SM Tools Monitoring Tools Enterprises generally focus on enabling Web Apps on the Mobile Channel and most enterprises perceive this as their Mobile Strategy 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 (6) SLK 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 6 6
  • 8. Points to Ponder – ITSM Mobile Strategy Is your mobile strategy Future-ready? - Device & Data Security - Platform/Device Agnostic - Hardware capabilities - Bring Your Own Device (BYOD) Does your mobile applications work on: - iPhone (iOS), iPad - Android Phones & Tablets - Windows Phone, Tablets 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 strategy support multiple user interface? - Voice Command - Audio Output - Keyboard & Visual Output The next-gen mobile strategy should offer more service lines and should be scalable to futuristic needs 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 (7) SLK 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 7 7
  • 9. Mobile Enablement for ITSM • • • • Problem, Incidents, Change records CMDB, KEDB access from anywhere Critical incident , SLA monitoring Management dashboards and Alerts • • • • 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 SM Tools Analytics • • • • 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 • • • • Remote consoles for easy and faster troubleshooting Visibility and accessibility enabling collaborative resolution DC server / Network equipment access for faster resolution LDAP Consoles Remote Consoles Monitoring Tools ITSM Management • • • • BI – for IT Proactive decisions on critical situations Single stop live view of IMS environment Approvals / authorization on the move 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 (8) SLK 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 8 8
  • 10. Enterprise ITSM Mobile Strategy Customer Enterprise Partners IMS Mobile Application Management (Enterprise AppStore / MAM) Enterprise ITSM Mobile Applications Tickets / SLA Live Alerts Remote Consoles Dashboards/ Reports SM Tools Mobile Application Frameworks Mobile Operating System Monitoring tools Device Drivers & API Mobile Devices & Accessories Remote devices Mobile Enterprise Application (MEAP) Mobile Hardware Accessories POS NFC Camera Bar Code RFID Antenna Audio Mobile Device Management (MDM) Analytics Vision: Centralized platform to remote access ITSM tools to monitor, analyze, resolve the issues proactively & lively 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 (9) SLK 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 9 9
  • 11. Revised ITSM Maturity Model based on Trends Ecosystem Enterprise Established Enablers targeted for entire IT group Used in selected divisions of IT Established strategy and roadmap Enforced Early Learning Initial exploration in ITSM Used by selected ITSM staff on need basis Apps enabled on web/mobile – Tickets, Environment Monitoring Established Security Standards Centralized ITSM, Mobile Policy Improved SLAs based on new process and mobile enablement All possible tools are made available in Mobile platform also Limited innovative applications Validation of enabled services (ex: 24/7 on call) and impact Limited integration with different ITSM tools (SM, Monitoring, Analytics) • Pilot projects No major impact in SLAs • Proof of Concepts VPN based App Store based distribution Gain experience with tools, technology Integrated dashboard, predictive analytics Consistent within the ecosystem 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 Learn, Innovate and Continuously improve Established ITSM + Mobile Center of Excellence Support all major mobile platform Reduction in IT Service investment Source: SLK Research 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 (10) 10 10 SLK 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
  • 12. Enterprise ITSM Mobile Strategy – Strategic direction 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 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 (11) 11 11 SLK 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
  • 13. 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 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 (12) 12 12 SLK 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
  • 14. Sample Screenshot 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 (13) 13 13 SLK 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
  • 15. Thank you ! 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 SLK 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 14
  • 16. With thanks to our slides sponsor, CA Technologies Try Nimsoft for free at ca.com/NSD-trial