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

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

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Desktops & Laptops are getting replaced by Smartphones and Tablets. Is it time to re-look the Service Management Process? We'll review some of the best practices to adopt the technology trend.

Desktops & Laptops are getting replaced by Smartphones and Tablets. Is it time to re-look the Service Management Process? We'll review some of the best practices to adopt the technology trend.

With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7

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    #TFT14 Rajesh Gundurao and Firosh Poochaly, Technology Trends and Impact to ITIL #TFT14 Rajesh Gundurao and Firosh Poochaly, Technology Trends and Impact to ITIL Presentation Transcript

    • 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 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • With thanks to our slides sponsor, CA Technologies Try Nimsoft for free at ca.com/NSD-trial