How the Internet of Things and 20 billion devices will change your job
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This document discusses how the rise of the Internet of Things (IoT) and 20 billion connected devices by 2020 will change IT support and jobs. Key points include: - The IoT enables new types of connected devices and shifts control away from traditional IT departments. - IoT devices have different component bases, software-driven innovations, and introduce new security and support challenges for IT. - IT departments must adapt approaches to enable great field support, conduct discovery of all IoT devices, build knowledge bases, and adopt agile practices to support the decentralized nature of IoT services.
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How the Internet of Things and 20 billion devices will change your job
- 1. How the Internet of Things, and 20 billion devices, will change your job Jon Hall Lead Product Manager, Remedy ITSM @JonHall_ The Service Desk and IT Support Show 2016, London
- 2. 2009: “Oracle’s Forklift” Oracle Software Investment Guide, 2009.
- 3. “Today’s smart forklift includes diagnostics that allow the equipment to signal when it needs to be serviced, speed controls, anti-slip technology, collision detection, fork speed optimization, and more…” Forbes, March 2015
- 4. The digital revolution +Virtualisation Virtual machines Network deployable software Capacity-based licensing 2005- 2011 The PC Revolution Physical machines Point installs Install-based licensing 1985- 2005 +The digital enterprise 2015- Digital Services Internet of Things Hybrid cloud Containerization 2011- 2014 +Cloud and mass mobility Industrial virtualisation Mass-mobility and BYOD Rapid shift to XaaS Usage-based licensing
- 5. Defining the Internet of Things Networked and connected Capable of sensing and decision- making without human interaction
- 6. Rise of the Internet of Things 3.8 4.9 6.4 20.8 2014 2015 2016 2020 Total installed connected devices, in billions Source: ”Gartner Says 6.4 Billion Connected "Things" Will Be in Use in 2016” (Nov 2015)
- 7. The IoT will create huge value Automotive $210B−740B Factory optimization $1.2T – $3.7T Retail automation $410B - $1.2T Logistics $560B − $850B Worksite optimization & safety $160B − $930B Office energy & security $70B-$150B The Internet of Things: Mapping the Value Beyond the Hype. McKinsey Global Institute, June 2015
- 8. The IoT is here, whether IT likes it or not …of executives expect commercial factors to force IoT adoption. ...expect additional funding to manage it. …of employees have connected IoT devices to the network. 67% 37% 24% Tripwire Enterprise of Things Report: Jan 2015
- 9. …but it’s also scary
- 10. Today’s inventory storeroom… - PCs and Laptops - Smartphones - Tablets - Printers - Consumables Tomorrow’s inventory storeroom… - Smart meters - Standalone sensors - RFID equipment - Smart vehicle components - Wearable devices
- 11. The IoT shifts control away from IT Vendors and Suppliers Support and Warranty Technology base (but not calls from the Service Desk!)
- 12. The IoT’s component base is different 2012: PC-based 2016: Smartphone based
- 13. The IoT is a software driven revolution Commodity components UX and software differentiates products Increasingly, software-style licensing used to unlock features
- 14. IT has mastered traditional distributed services High bandwidth connections Open operating systems Fixed locations
- 15. …and how to support them Client layer Server layerNetwork layer Datacentre support teamsNetwork support teamClient support team Application support team
- 16. With IoT services, the nature of issues changes Contention over network, rather than compute resource Massive decentralisation. Paths are less transparent. More processing and data on the path. Client layer
- 17. Revolv: a cautionary tale for IoT-driven services
- 18. 2013
- 19. Early 2014
- 20. October 2014
- 21. April 2016
- 22. IoT vulnerabilites can have big impacts HID’s flagship VertX and Edge door locks are network connected Queryable over network for key data (e.g MAC address, firmware version, “main door”) March 2016: Serious vulnerability discovered in the query mechanism Patchable with firmware update… if you know where to find them!
- 23. A little knowledge is a dangerous thing The IoT is enabling rapid digital innovation across multiple industries Security is expensive and difficult Few standards are in place March 2016
- 24. The IoT’s “Blinking Twelves” problem 6 out of 10 devices have weak default passwords More than half of instances of some enterprise products are deployed as “open by default” Compromised IoT devices are increasingly involved in botnets
- 25. The IoT and regulation Business Insider, July 2015 Healthcare HIPAA (1996), European Data Protection Regulation (2016), FDA/EMEA GxP. Financial and payments PCI Data Security Standard Utilities OFGEM Smart Meter regulations (2012)
- 26. The IoT removes traditional information feeds “All of the existing networks… the routers and everything else, are all designed based around the idea of humans doing the provisioning” Dave McCrory, CTO, Basho Technologies The New Stack Analysts podcast, November 2015 “(The IoT) always includes autonomous provisioning, management, and monitoring” IDC’s Worldwide Internet of Things Taxonomy, quoted 2014
- 27. So what should we do?
- 28. 1. Enable great field support Ensure devices can be found and identified Provide great, fully-featured mobile support and inventory tools Provide knowledge and collaboration on-the-move
- 29. 2. Discovery, discovery, discovery (and CMDB) Agentless discovery is critical Discovery needs to be intelligent if the hardware layer is commoditised Dependency mapping is key to understand IoT-driven services
- 30. 3. Knowledge Centered Support (KCS) Capture or reuse knowledge about devices in every IoT support interaction Identify most critical devices, and cultivate quality articles for them Build a “long tail” of content covering the breadth of IoT devices Low view count per article, but big breadth of coverage INTERACTIONS ITEMS THE LONG TAIL MOST CRITICAL ARTICLES Small subset of articles, each with high number of views.
- 31. 4. Adopt an agile mindset Comparable to DevOps and the ”microservices” movement Basic devices need intelligent oversight Resilience by design: automatic remediation, exclusion, and self- healing
- 32. Case Study – Large oil company Everything on a pipeline is controlled by a connected device Agentless discovery and dependency mapping identifies all of the devices, and brings into CMDB Central real-time monitoring collates data from devices, and intelligently logs incidents Service Desk can dispatch field teams before the business feels the impact
Editor's Notes
- If devices grow at rate projected by Gartner, Oracle software bills in this scenario could rise 50%
- “The enterprise sector will account for 39% of the roughly 23 billion active IoT devices we expect by the year 2019. We believe it will be the largest of the three main IoT markets including enterprise, home, and government.” – Business Insider,
- Primarily x86 architecture now shifts to ARM and other architectures.
- …and support needs to work to define this anti-fragile framework
- Pools of IoT devices almost become a “datacenter” Much more is happening on the route between systems – more data held there, more processing.
- ”Lifetime subscription” was sold “for the lifetime of the product”
- But this doesn’t scale.
- Pools of IoT devices almost become a “datacenter” Much more is happening on the route between systems – more data held there, more processing. Incapsula report March 2014: 240% increase in Botnet Activity on their network, mostly from compromised CCTV HP Print is found to be open 56% of the time, according to 2016 report by PWNIE Express Incapsula found botnet made up of 40000 routers: https://www.incapsula.com/blog/ddos-botnet-soho-router.html
- Pools of IoT devices almost become a “datacenter” Much more is happening on the route between systems – more data held there, more processing. Incapsula report March 2014: 240% increase in Botnet Activity on their network, mostly from compromised CCTV HP Print is found to be open 56% of the time, according to 2016 report by PWNIE Express Incapsula found botnet made up of 40000 routers: https://www.incapsula.com/blog/ddos-botnet-soho-router.html
- Health Insurance Portability and Accountability Act 1996
- But this doesn’t scale.
- Health Insurance Portability and Accountability Act 1996
- …and support needs to work to define this anti-fragile framework
- …and support needs to work to define this anti-fragile framework
- …and support needs to work to define this anti-fragile framework
- …and support needs to work to define this anti-fragile framework
- Chevron = IoT Scale Automation ADDM/CBDM = decreases downtime and reduces costs for the two largest oil pipelines in the world BACKGROUND Chevron This multinational energy corporation, headquartered in California and having 64,000+ employees, manufacturers and sells fuels, lubricants, additives and petrochemicals. Chevron has also branched out into alternative energy operations, including geothermal, solar, wind, biofuel, fuel cells, and hydrogen energy, and the company claims to be the world’s largest producer of geothermal energy. Chevron Pipeline Chevron runs an extensive network of crude oil, natural gas and refined product pipelines around the world, and operates 8,916 net miles on U.S. pipeline along. SITUATION: Chevron needed an ITSM managed service partner with then end goal of driving costs out of their system for managing its pipelines. Everything on the pipeline is controlled electronically – the pump, switch, etc – and all are monitored by SCAETA. BMC TOOLS: ADDM/CMDB: BMC took over management of ITSM and became Chevron’s managed service and operations. Then, BMC made a roadmap for how to optimize value in the organization. The solution was integrated in a compliance system that they have to report how much Oil is pumped through the pipeline, via the SCAETA data. If the pump was not up and running, the incident would cause a compliance breach, which would result in fines. Therefore BMC established an integrated early warning system (TrueSight) with their business service and set up an auto incident generation. ADDM would discover everything automatically and put the incidents into the CMDB. The auto processes would work to make sure a particular incident wouldn’t break again. OUTCOME: Just 2 weeks after going live, the Business Service had an issue. By the time the issue was discovered by the business, the service desk had seen it and was on the way to fixing it (this was the first end-to-end intelligent resolution). Other benefits were the automation and driving down cost in the system because of a decrease in the number of incidents and outages. The integrated routine work flows are estimated to save Chevron $30MM a year.