Future It Services? Ask A Teenager!

Synopsis

“Future IT-services? Ask a teenager!”
The rapidly emerging new world of a younger generation is not based on the
evolution of Information Technology as we understand the term today, nor is
the technology itself necessarily the key either. Instead it as much or more
about the cultural change in the way that people expect to enable their lifestyle
with the technology being a largely hidden aspect - consumed as they want to
do something through a 'services' environment. Classic concerns of privacy
and boundaries in today's business systems are seen as barriers to be broken
down by the new values of openness, sharing, but most of all by the
spontaneous manner of being enabled to do what is wanted, when it is wanted,
with who should be involved. This is a very different environment from the
predetermined and carefully controlled world of today. However, there are key
technology threads and elements we should recognise and develop our
response around, open source software being an important keyword. This
presentation attempts to identify and address them.

The Future of IT Services 1
© Copyright Capgemini 2009 All Rights Reserved

The Future of IT Services?
Ask a Teenager!!
Andy Mulholland
Global CTO

From Content to People, the Technology Side is there…
Web 1.0 Web 2.0
Traditional media Google Gmail
search
Mainly narrow band

Mainly Broadband
Flicker
Alternative
media blogs
netvibes
Publishing is complex and Value is created by
limited to few traditional media aggregating content
Wikipedia
and online merchants (portals)
Easy publication for all
Value is generated by tools
2004 2005 allowing to publish easily

Web 2.0 is an interactive collaborative environment
•Web 1.0 is an electronic
 Blogs (e.g., Dell hell, You Tube, Flicker)
version of existing content

•Value is generated by
 Wikis (e.g., Wikipedia)
aggregating content within
portals
 Mash-up (e.g., iGoogle, RSS feeds etc.)
• Publishing technologies are
complex and slow to
implement  Hosted service (e.g., Google spreadsheets, Ikea
bathroom designer)

 Social Networking website (e.g., Facebook, My
space etc.)


But a Young First Time Employee Already Sees a Different World

Why do we pay technology industry analysts? Can we
Why are there so few Macs in this office?
not research everything on Google?

Why do so many people get cc'ed on so many

?
Are USB and Bluetooth devices banned around here?
emails?

You kidding me - those fat manuals are for training for
And yet, why is mailbox capped at 100mb. Can I forward
the system? Can I have them in MP3 files for my iPod or
some stuff to Gmail which gives me 5 GB for free?
see a tutorial video on-line?

A few
Wow - l got a tour of the massive data center. My school questions a
Ignore my ignorance but isn't SOA just a
supported more students than we have employees, but we
younger complex mash up?
had a tiny data center
person is
likely to ask
(or How come our skills database does not allow for
Why don't we use Skype to call people around
certainly
the world? me to enter my Ruby and PHP credentials?
thinks
about) as a
new When I come back for my full-time role, can I apply for
Can I not just text message someone's cell phone rather
employee. one of these positions?
than dial his pager?

Everyone does not have a personal blog? We do not have
Is Nintendo missing from our vendor master list?
a group wiki?


Your Expectations on this Topic?

Smart Phone Smart Phone

Twitter Facebook Kindle

Or may be the Serious Side?

Today, I believe that no crisis
on this scale or magnitude
will ever be handled again
without sms, blogs, and wikis.
That social tools will become
a natural extension of rapid
adaptation to chaotic
conditions. I'm still trying to
figure out how it all
happened. What was it that
put my colleagues and me on
the global stage answering
news requests? It was all viral
and we were on a completely
quot;out of controlquot; ride and yet
somehow it all worked.
Dina Mehta writing on the
Tsunami


Actually its about culture and not technology

The Strength of Weak Ties – Mesh Collaboration – The Network of
Mark Granovetter Everything

 Everyone and every resource is
 Granovetter's most famous work, quot;The
connected
Strength of Weak Tiesquot;, is considered to be
one of the most influential sociology papers
 Relationships are largely driven by
ever written.
events, context, expediency, etc
 In marketing or politics, the weak ties enable
reaching populations and audiences that are  Technologies are open and enabling not
not accessible via strong ties. closed and restrictive


An (Over) Simplified Model

Individuals

Groups
Facebook, etc Twitter, etc
To find people as the people input
Communities

Web 2.0
Activities
People
NOW!
Event
Apps & Widgets
Location
Running from Cloud
Device
etc.
Web 1.0
Websites
Content
Websites
Google RSS, etc
To find content the content input
Websites

Websites

The Network of Everything Global Resources My Personal Network

My Personal Network

Try and Buy

Pay as you Go Event Driven

React and
Respond

Global Resources need to literally be that!

 There is a lack of predetermined
logical architecture as it thrives on
‘Virtuality’.

 This is Virtualisation taken to the
next level, beyond just internal
resources!

 Many more small services, in ever
changing orchestrated processes,
increasingly externally oriented
with an uncertain demand pattern
Cloud
will drive the demand longer term
Computing
= Cloud of Services = Everything
as a Service, XaaS

 Short term the cost and flexibility
will the dominant issue in cost
controlled times
– = Software as a Service, SaaS
Inside the Cloud is a
– = Processing as a Service
Mesh of connections
– =Storage as a Service
to ‘Services’ of all types
– Etc, etc


The Network of Everything

www.prosper.com

Crowd Sourcing with
Intimacy for Borrowers and
Lenders and a risk
management process to the
benefit of both providing
transparency in operation


The Network of Everything can be Structured Too
www.google.com Features – With Google Health, you can:
Build online health profiles
You can enter your health conditions, medications, allergies, and lab results into your Google Health profile
and you can name the profile anything you want. You can even create multiple profiles for family members
or others you care for.

Import medical records from hospitals and pharmacies
Choose from a list of Google Health partners to see if your hospital or pharmacy can send copies of your
medical records or prescriptions to your Google Health profile. This way, you can save an accurate history
of your medical conditions, medications, and test results all in one place.

Learn about health issues and find helpful resources
Review trusted information on diseases and conditions and learn about possible medication interactions and
other topics to talk your doctors about.

Search for doctors and hospitals
You can search for a doctor's name or location, find a doctor's website, get directions to a doctor's office,
and save a doctor's information to your medical contacts list.

Connect to online health services
Browse the online health services directory to find services that are integrated with Google Health that can
help you better manage your health needs.


BUT Overall there is the Issue of Transparency

Can I trust
them?
Who do I Do they really
know? know…?

In what context
Will they trust
do I know Intimacy x Competency/Credibility me?
them?
Trust =
Risk/Certain Ratio
Here is what
Have you
you need?
heard/seen
this?

What is on
Is this official?
Google,
Wikipedia…?


What Does This Tell Us in a
Practical Manner?

People are the Driving Force Today, and they are
Creating Markets!

To manage theWeb 2.0 &
shift from
It makes my life; Interactions
Information Technology to
Web 1.0
better, more fun, & Content
Business Technology
easier, …
We need ????
Smart Phone
& eMail etc
Cell Phone
The& Textingof 1990
Lesson Era of Information Technology
Business Process Re
A Recession
PDA & engineering
Decision Support
Calendar Technology Innovation
Matrix Working Client Server
User Driven change
PC &
Enterprise Cohesion lost Business Intelligence ERP
Spreadsheet

Functional Apps
The Business
can save money!
Office Suites
The creation of the role of the CIO
To manage the shift from
Computing to Information Technology
Client-Server ERP Knowledge Mgt SOA


Life has got Complicated and Its Not Only IT Now !

Internal External


There are Some Clear Distinctions
People
Oriented

Internal External

Machine
Oriented

Governance Model – For Business & Information Technology
Business and Technology Architecture Governance Model
Personalise
An Individual’s capability to choose their ‘experience’
in how they wish to ‘Interact’ and ‘collaborate’

Loose Coupled Business
Differentiate
Technology
A Manager’s capability to build locally unique ‘differentiating’
capabilities both externally and internally

Organise (SOA)
Common, shared core processes that support each differentiated offer SOA the coupling layer
above, and connect to transactional IT applications below
between both

Tight Coupled
Information Technology
Comply (ERP, etc.)
Traditional Enterprise Applications with organised procedures
and data integrity, keeping compliant business results


There is an Interesting Inversion in this …
Business and Technology Architecture Governance Model
Personalise
An Individual’s capability to choose their ‘experience’
in how they wish to ‘Interact’ and ‘collaborate’
Cost or Value?
Margin
Loose Coupled Business
Differentiate
Technology
A Manager’s capability to build locally unique ‘differentiating’
capabilities both externally and internally

$1 $3
Organise (SOA)
Common, shared core processes that support each differentiated offer SOA the coupling layer
above, and connect to transactional IT applications below
$2 $2 between both

Tight Coupled
Information Technology
Comply (ERP, etc.)
$3 $1
Traditional Enterprise Applications with organised procedures
and data integrity, keeping compliant business results
Revenue

And Where Does Open Source Come Into this?

Success is now about Cost is overcoming
We need to be able to
openness to change, technology limitations by
adapt and change FAST
sharing, and co working specialised integration …
…
…
… to enhance your … but in focused aspects
… Value is
product, service or idea not monolithic
being able to quickly add
applications
new features

Outsourcing doesn’t only
Fixed operating costs,
have to be about operating
including Application
models …
Licenses, are crippling
required investment
… it can be mean
development too


Closing Considerations
Be flexible in your thinking

 Its another era arriving
 Ignoring is not an option

Remember its not only IT

 Think who and where else technology is in use
 Apply a suitable governance model

Standards matter

 The future is across the Firewall
Above All;
 The new era is built around standards
Work on how to develop
understanding of the Culture Always consider the external implications
Of People ‘enabled’ by
Technology  Remember that this is the driver
 Think how you will continuously be involved in change
 Think ‘OPEN’ continually and at every stage

A recession will accelerate change

 Innovation in markets, products and alliances
 Time and frequency of change is the new gold standard


Why Will Your Business Move to do these Things?

A Financial Analyst’s breakdown;
 Amazon at $24 billion of market capitalisation has an extra
$9 billion of market capitalisation above the standard retail
sector at 14 times earnings which equates to a value of $15
billion

The $9 billion
story of the  Justified on the basis of the expected revenue from the
Amazon Kindle at a premium of 27 times current earnings and is
Kindle based on the equivalent success of the Apple iPod

 Pre Christmas Kindle were selling in eBay for twice the
official price of $360 consumers are so keen to get hold of
them

Source: www.breakingviews.com 12th Jan 2009


Future It Services? Ask A Teenager!

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