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ITSM.next: Wearables, Internet of Things and Service Managements and IT

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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.

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ITSM.next: Wearables, Internet of Things and Service Managements and IT

  1. 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. 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
  3. 3. © Copyright 3/3/2015 BMC Software, Inc3 Agenda 1. Devices, Wearables and the Market 2. Value of the Technologies 3. Service Management 4. ITSM
  4. 4. © Copyright 3/3/2015 BMC Software, Inc4 Device evolution • Dumb terminal • Personal computer • Personal devices • Smart devices • Embedded devices
  5. 5. © Copyright 3/3/2015 BMC Software, Inc5 Defining Wearable Computing • Glasses • Clothing • Watches/Bands • Shoes/Skates • Clip-ons • Smart Phones/Tablets/PC • Exoskeletons
  6. 6. © Copyright 3/3/2015 BMC Software, Inc6 Key Markets • Healthcare • Retail • Sport and fitness • Safety and Security • Gaming and Lifestyle • Military
  7. 7. © Copyright 3/3/2015 BMC Software, Inc7 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
  8. 8. © Copyright 3/3/2015 BMC Software, Inc8 Value
  9. 9. © Copyright 3/3/2015 BMC Software, Inc9 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
  10. 10. © Copyright 3/3/2015 BMC Software, Inc10
  11. 11. © Copyright 3/3/2015 BMC Software, Inc11 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
  12. 12. © Copyright 3/3/2015 BMC Software, Inc12 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)
  13. 13. © Copyright 3/3/2015 BMC Software, Inc13 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
  14. 14. © Copyright 3/3/2015 BMC Software, Inc14 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
  15. 15. © Copyright 3/3/2015 BMC Software, Inc15 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
  16. 16. © Copyright 3/3/2015 BMC Software, Inc16 Service Management
  17. 17. © Copyright 3/3/2015 BMC Software, Inc17 Complexity of IT Challenge • Focus is Customer and Business outcomes • Improve Capability • Acquire Resources • Improve Performance • Remove Waste • Improve Experience • Governance • Security • People
  18. 18. © Copyright 3/3/2015 BMC Software, Inc18 IT Service Management • Run, Grow, Innovate/Transform • Support • Delivery • Service Strategy • Service Design • Service Transition • Service Operation • Continual Service Improvement • Emerging Technology
  19. 19. © Copyright 3/3/2015 BMC Software, Inc19 ANYWHERE I.T. ANYTIME I.T. ANYTHING I.T.
  20. 20. © Copyright 3/3/2015 BMC Software, Inc20 Learn more at www.bmc.com Smart IT for Service Managers Social Crowdsourced Real- Time Virtual Agent Context- Aware Formless
  21. 21. © Copyright 3/3/2015 BMC Software, Inc21 Dev Ops slide
  22. 22. © Copyright 3/3/2015 BMC Software, Inc22 • 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/
  23. 23. © Copyright 3/3/2015 BMC Software, Inc23 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
  24. 24. © Copyright 3/3/2015 BMC Software, Inc24 The Future looks so Bright
  25. 25. © Copyright 3/3/2015 BMC Software, Inc25 Thank You. Anthony Orr Director, BMC Software @anthonyorratBMC anthony_orr@bmc.com 713-918-7402

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