ITSM - Trends A strategy for Next Gen ITSM

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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
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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.

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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

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Top 10 Strategic Technology Trends 2014
Converging
Forces
Derivative
Impact
Future
Disruption
• Mobile Device Diversity & Management
• Mobile Apps & Applications
• The Internet of Everything
• Hybrid Cloud & IT as Service Broker
• Cloud / Client Architecture
• The Era of Personal Cloud
• Software Defined Anything
• Web Scale IT
• Smart Machines
• 3-D Printing
Source: Gartner 2013

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Mobile Device Diversity
Wearable Pocketable Grab & Go Convertible Portable Desk Shared Areas
Touch, Voice…
Keyboard, Mouse
Gesture
Tactics are the new strategy
Source: Gartner 2013

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Today’s Challenge – Sample scenarios
Outlook is not connecting to
Exchange – Issue logged at 6pm
Desktop / User based
Server based
Network based
A critical server approaching disk
full state
Monthly backup scheduled for
critical system
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

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Perceived ITSM Mobile Strategy
Enterprise Mobile Applications
ITSM Staff
Tickets / SLA Alerts
Enterprises generally focus on enabling Web Apps on the Mobile Channel and most
enterprises perceive this as their Mobile Strategy
Web App/
Web Features
Core Systems
SM Tools
Monitoring Tools

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Is your mobile strategy Future-ready?
- Device & Data Security
- Platform/Device Agnostic
- Hardware capabilities
- Bring Your Own Device (BYOD)
Does your mobile strategy support
multiple user interface?
- Voice Command
- Audio Output
- Keyboard & Visual Output
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 applications work on:
- iPhone (iOS), iPad
- Android Phones &Tablets
-Windows Phone,Tablets
The next-gen mobile strategy should offer more service lines and should be
scalable to futuristic needs
Points to Ponder – ITSM Mobile Strategy

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Mobile Enablement for ITSM
• 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
• 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
Analytics
Monitoring Tools Remote Consoles
Management
• BI – for IT
• Proactive decisions on critical situations
• Single stop live view of IMS environment
• Approvals / authorization on the move
ITSM
SM Tools
• Problem, Incidents, Change records
• CMDB, KEDB access from anywhere
• Critical incident , SLA monitoring
• Management dashboards and Alerts
• Remote consoles for easy and faster troubleshooting
• Visibility and accessibility enabling collaborative resolution
• DC server / Network equipment access for faster resolution
• LDAP Consoles

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Enterprise ITSM Mobile Strategy
Customer Enterprise Partners
Enterprise ITSM Mobile Applications
Mobile Application Frameworks
Tickets /
SLA
Live
Alerts
Remote
Consoles
Dashboards/
Reports
Mobile Application Management
(Enterprise AppStore / MAM)
Mobile Device Management
(MDM)
Mobile Operating System
Device Drivers & API
Mobile Devices & Accessories
POS
NFC
Camera
Bar Code
RFID
Antenna
Audio
Mobile Hardware Accessories
Vision:
Centralized platform to remote access ITSM tools to monitor, analyze, resolve the issues proactively & lively
IMS
SM Tools
Monitoring tools
Remote devices
Analytics
Mobile Enterprise Application (MEAP)

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Revised ITSM Maturity Model based on Trends
Gain experience with
tools, technology
• Pilot projects
• Proof of Concepts
Established Security
Standards
Improved SLAs based on
new process and mobile
enablement
Limited innovative
applications
Limited integration with
different ITSM tools (SM,
Monitoring, Analytics)
App Store based
distribution
Established strategy
and roadmap
Centralized ITSM,
Mobile Policy
All possible tools are
made available in
Mobile platform also
Integrated dashboard,
predictive analytics
Learn, Innovate and
Continuously improve
Support all major
mobile platform
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
Established ITSM +
Mobile Center of
Excellence
Reduction in IT Service
investment
Apps enabled on
web/mobile – Tickets,
Environment Monitoring
Validation of enabled
services (ex: 24/7 on call)
and impact
No major impact in SLAs
VPN based
Early Learning
Initial exploration in
ITSM
Enforced
Used by selected
ITSM staff on need
basis
Established
Used in selected
divisions of IT
Enterprise
Enablers targeted
for entire IT group
Ecosystem
Consistent within
the ecosystem
Source: SLK Research

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 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
Enterprise ITSM Mobile Strategy – Strategic direction

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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

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Sample Screenshot

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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
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