Incorporating cloud computing for enhanced communication v2
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Incorporating cloud computing for enhanced communication v2

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Presentation given at OpexCon in Prague this October, titled Incorporating Cloud Computing for Enhanced Communication. In it I'm discussing how cloud computing and technology can help enterprises ...

Presentation given at OpexCon in Prague this October, titled Incorporating Cloud Computing for Enhanced Communication. In it I'm discussing how cloud computing and technology can help enterprises build operational excellence

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Incorporating cloud computing for enhanced communication v2 Incorporating cloud computing for enhanced communication v2 Presentation Transcript

  • Incorporating Cloud Computing for enhanced communication Embracing a new style of IT Christian Verstraete – Chief Technologist - Cloud © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Every Generation has a Defining Industry 2 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • IT is the Defining Industry of Our Generation 1970-80s Mainframe 3 1990s Client/Server 2000s The Internet © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 2010s Mobile, Social, Big Data & The Cloud
  • Cloud Computing Cloud computing is a model for enabling convenient, on-demand network access to a shared pool of configurable computing resources (e.g., networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort or provider interactions Source: National Institute of Standards and Technologies 4 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. • • • • • Self-service Pay-per-use Rapid Elasticity Resource Pooling Broad Network Access
  • Organizations are part of a dynamic ecosystem Demands and pace of change are increasing • Everything and everyone’s connected • Immediate gratification and instant results expected • Anywhere, any time, any way Citizens Partners Your organization Customers • Business and IT one and the same • Continuous opportunity and competition 5 Information sources © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Devices Suppliers Communities Regulators
  • Three possible starting points Reduce Cost • • 6 Private Cloud = Efficiency Managed & Public Cloud = OpEX Business Improvement • • • Process Digitization Collaboration Standardization © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Innovation • • New Product/Services Combinations New Go-To Market strategies
  • A New Style of IT is evolving Technology is transforming the way enterprises and governments work Systems of record (Legacy applications) Systems of engagement Security MAI Converged cloud (Social and mobile) Mobile Apps Integration Big Data • Visible to and governed by CIO • Consumes majority of IT budget • Modernization and cloud migration dominated 7 Balancing opportunity and risk © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. • Driven by business objectives • Easily acquired • Scale and security are key challenges
  • You need an NSIT Roadmap …To bridge the current with the future enterprise architecture Cloud Mobility Social Media Big Data Business Security Information Application 8 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Infrastructure Technology
  • Improved Supply Chain Visibility © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Planning your Supply Chain • • • • • Orders Forecasts Channel Inventory Marketing Campaign Competitive Moves Sales Forecast Adjustment Baseline Forecasting • Demand Review Meeting Operations Planning Pre S&OP Meeting Marketing Forecast Adjustment Performance Management 10 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. S&OP Meeting SC Inventory • Capacity • Finished Product Inv. • WIP • Goods in Transport
  • Sharing Information, gaining visibility 11 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • End-to-end Collaboration S&OP Analytic s End-to-end Supply Chain Visibility and Performance Management Warranty Business Performance Management Manufacturing Traceability Logistics Visibility RFID Track and Trace (Food and Item level) Procurement Analytics 12 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Create and Exploit Visibility Redesign to Optimize – Typification of Ecosystem Behavior – Root Cause Analysis – Scenario Planning – Simulation Analyze Trends – Service Level Agreements – Needed Buffer Stocks – Key Performance Indicator Reporting – Demand/Supply Evolution – Alert History – Quality Indicators Gain Visibility – Inventory Levels – Available Capacity – Alerts 13 – Advanced Shipment Notification – Forecasts – Actual Consumption © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Understand the voice of your customer © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Past - voice of the customer 15 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Present - voice of the customer ! 16 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Human Information 90% Information that is created by people and understood by people Social Media Video Audio Images Document Email Text Search engine Transactional data IT/OT Mobile 17 © Copyright Hewlett-Packard rights reserved. Other trademarks are registered trademarks and the properties of their respective Copyright © 2013 HP Autonomy. All Development Company, L.P. The information contained herein is subject to change without notice. owners.
  • Real-time customer insight across all channels PROMOTE connects touch points across websites, contact centers, stores, mobile and social media to automate action, drive revenue and reduce cost Call center 18 Print Websites Social media © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Mobile Email
  • Analytics Use cases Connectivity to touch points across websites, contact centers, and the social web drive broad user applications Brand reputation mgmt. Cross channel optimization Next-gen speech analytics Voice of the customer Customer experience analytics Customer interaction survey Operational efficiency Review Survey First contact resolution Social media monitoring Explore Collect Web 19 News Email Blog Voice © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Video Apps
  • Implement Technology © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • You need an NSIT Roadmap …To bridge the current with the future enterprise architecture Cloud Mobility Social Media Big Data Business Security Information Application 21 Infrastructure Technology © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Organization & Governance
  • Cloud is a Journey Key topics to review: • What are the business needs • What are the implications of my technology choices • What applications do I run where • Do I expose my data • How are services delivered Self-service infrastructure Virtualize and automate Standardize and consolidate Configure & manage systems Optimize hardware and manage workloads Provision infrastructure in minutes with templates and portals Infrastructure focused Self-service applications with full lifecycle management Automate business and IT practices to SLAs Services focused Integration, management & security 22 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Become a service broker in a hybrid environment Integrate service providers into a customized, unified environment
  • Dimensions of Service Delivery IT Service Description for external use, integrated within the Service Catalog and containing value proposition, differentiated service levels, price/costing options as well as “value-add” services. The IT Service Specification provides detailed service (de)composition, architecture, service delivery and service delivery management for internal use. IT Service Technical Infrastructure & Architecture Governance, Finance & Security Culture & Staff Best Practice Processes Service Portfolio Management Integrated, modular, virtualized, service oriented architecture to support delivery of the shared service. Contains service delivery controllers for automation, self-service interfaces, workload & policy engines for maximum agility and dynamic alignment of demand and supply of resources. Supports also the Integrated Mgmt. Information 23 Service Management Framework Integrated Shared Service Delivery Mgmt software toolset in support of the Best Practice Processes to manage all aspects of service planning, selling and delivery, including service usage intelligence. Includes ordering, operations, metering & usage, provisioning, help desk, reporting & dashboard, billing, inventory, service level and capacity mgmt. The governance, decision making and operation model for aligning the business and IT with respect to the shared service. Includes managing escalations, demand, investment, portfolio, customer relationship and business modeling, as well as defining policies and standards for the shared service. Provides the organizational and people framework for delivering the service. Includes role definition organizational design, FTE model, staff selection and training to plan, sell and deliver the service effectively to the service level. Also includes management of change and setup of a (consolidated) competency center. ITIL compliant processes standardized and optimized to deliver the service in its all aspects from planning, selling and delivery Defines, implements and manages the services that are provided. Decides whether those are delivered from within the organization or sourced from external providers. In the latter case, negotiation, integration and supplier management. Responsible for the lifecycle of the services provided. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Cloud Roadmap Framework Organizational Maturity Model 1. Where do you want to be? Identify desired target state based on cloud strategy 2. Determine current capabilities across the domains based on the gaps 3. Create a roadmap of projects to achieve the desired state 4. Develop a roadmap to close the gap to balance cloud capabilities across domains Level Technical Infrastructure & Architecture Service Management Framework Governance, Finance & Security Culture & Staff Best Practices Processes Service Portfolio Management 5. Cloud Service Provider Cloud services optimized infrastructure Continuous value management organization Value-based pricign Business/commerce centric Value Chain optimized processes Commercial service portfolio management 4. Differentiated service sourcing Automated infrastructure pooling Value-chain based service management Variable IT costing Optimized policy management Customer-centric behavior Service strategy processes Service brokering 3. Service enabled Shared & virtualized infrastructure Integrated information & service management Service-driven policy principles Service focused Process optimization Service portfolio with Operational-Level Agreements and specifications 2. Optimized Consolidated negotiated functionality Enterprise IT information management Negotiated budget/resource management Expert teams Planning processes SLA based technology services 1. Standardized Enterprise infrastructure architecture Management control by function/element Joint, agreed, budgetdriven hierarchical management Departmental silos & competency “heroes” Operational processes Defined technology services 24 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Understand where you are and where you want to be Level Technical Infrastructure & Architecture Service Management Framework Governance, Finance & Security Culture & Staff Best Practices Processes Service Portfolio Management 5. Cloud Service Provider Cloud services optimized infrastructure Continuous value management organization Value-based pricign Business/commerce centric Value Chain optimized processes Commercial service portfolio management 4. Differentiated service sourcing Automated infrastructure pooling Value-chain based service management Variable IT costing Optimized policy management Customer-centric behavior Service strategy processes Service brokering 3. Service enabled Shared & virtualized infrastructure Integrated information & service management Service-driven policy principles Service focused Process optimization Service portfolio with Operational-Level Agreements and specifications 2. Optimized Consolidated negotiated functionality Enterprise IT information management Negotiated budget/resource management Expert teams Planning processes SLA based technology servic 1. Standardized Enterprise infrastructure architecture Management control by function/element Joint, agreed, budgetdriven hierarchical management Departmental silos & competency “heroes” Operational processes Defined technology services 25 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Transform applications for the Cloud Business alignment Technical alignment Traditional IT • Minimal automation • Traditional methods of service delivery: internal, outsourcing, hosting Private/ public cloud • Partial automation • New disparate public & private cloud services Hybrid delivery • Fully automated selfservice delivery • Orchestrated, managed & secured hybrid service delivery • Brokered services based on business requirements Assess Manage • Discover • Analyze • Decide • Availability • Integrity • Continuity Transform • Keep • Change • Retire 26 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Conclusion © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • A little story What if I get to my customer… And have following information at my fingertips • Latest order status • Latest issues filed by customer and resolution status • Info on customer birthday, key family events etc. • What he/she thinks of our company and has been publishing about it on social media • Key news affecting the company or its competitors/ customers/market • Information on products or services he/she expressed interest in • Etc. 28 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • There is a need for a ‘New Style of IT’ (NSIT) to implement the new business requirements to overlay & complement the existing ‘Systems of Record’ (SoRs) with ‘Systems of Engagement’ (SoEs) BMW supports model launch and develops sales prospects with a social media and cloud-based solution BMW Latin America kicked off an marketing campaign through Facebook that supported the launch and collected audience data . The Cloud –based solution integrated Facebook with their Microsoft Dynamics CRM environment. They engaged 90,000 consumers, and converted 900 campaign participants into new sales prospects. Axa’s SmartDriver app providing the driver with driving score aimed at promoting good behaviors Car vehicle insurance specialist Axa is developing an application for smartphones which can analyze driver behaviors as it attempts to improve how insurance premiums are calculated. Shell Oil targets hybrid cloud as fix for energy-saving, agile IT Shell Oil's data centers energy use had grow by 3.6 MW over a ninemonth period. They also needed to be more agile in deploying IT services and planning for user demand. To reach those goals, they have built a cloud infrastructure using a virtual private cloud to launch resources in a virtual network. They are now piloting Hadoop in this cloud for big data analytics. Valentino develops its new Client’s SoE using the NSIT Time to order from 5 days to 3 hrs Cost of sale reduced by $1m/yr Orders error rate down to 5% from 30% The NSIT leads to significant business benefits 29 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Think about your business, where can technology help? Product/ Services Innovation Business Innovation Combine the new technology, IT and business capabilities for unique service and product offerings New business models, processes and efficiencies LOB Management IT Innovation Cloud, Mobile, Social and Technology Innovation Big Data are new technologies that enable to Exploiting technologies provide throughout the innovation new capabilities enterprise and its All ecosystem Transform IT from a supporting cost centre to a service provider to LOB IT 30 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Business Units Ecosystem Innovation Combine own strengths with the ones of the partner network to increase market responsiveness Functions
  • Thank you E-mail: christian.verstraete@hp.com Blog: www.hp.com/blog/cloud Twitter: @christianve © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.