Emerging technologies, such as wearables, tablets, and "smarter" phones, are changing the world of personal computing. There are sensors and cameras everywhere. Trends and technologies, such as BYOD, social interactions, cloud computing, and Big Data, are changing the way we work and live today. Learn why IT Service Management (ITSM) technologies and best practices matter to help IT with industrialization and consumerization of this new digital world.

1. © Copyright 3/3/2015 BMC Software, Inc1
Anthony Orr
Director, BMC Software
ITIL Author
ITSM.next:
Wearable,
Internet of Things,
Service Management and IT
ANYWHERE I.T.
ANYTIME I.T.
ANYTHING I.T.

2. © Copyright 3/3/2015 BMC Software, Inc2
Anthony Orr
Director, BMC Software
ITIL Author
ITSM.next: Wearable, Internet of
Things, Service Management and
IT

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Agenda
1. Devices, Wearables and the Market
2. Value of the Technologies
3. Service Management
4. ITSM

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Device evolution
• Dumb terminal
• Personal computer
• Personal devices
• Smart devices
• Embedded devices

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Defining Wearable
Computing
• Glasses
• Clothing
• Watches/Bands
• Shoes/Skates
• Clip-ons
• Smart Phones/Tablets/PC
• Exoskeletons

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Key Markets
• Healthcare
• Retail
• Sport and fitness
• Safety and Security
• Gaming and Lifestyle
• Military

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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

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Value

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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

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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

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Quantification
Contextual 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)

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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

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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

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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)
Support
Business
Services
IT Services
Glasses
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

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Service
Management

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Complexity of IT Challenge
• Focus is Customer and Business
outcomes
• Improve Capability
• Acquire Resources
• Improve Performance
• Remove Waste
• Improve Experience
• Governance
• Security
• People

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IT Service Management
• Run, Grow, Innovate/Transform
• Support
• Delivery
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
• Emerging Technology

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

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Learn more at www.bmc.com
Smart IT for Service Managers
Social
Crowdsourced
Real-
Time
Virtual
Agent
Context-
Aware
Formless

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Dev Ops slide

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• 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/

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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

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The Future looks so Bright

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Thank You.
Anthony Orr
Director, BMC Software
@anthonyorratBMC
anthony_orr@bmc.com
713-918-7402