Napster killed itil

How Napster Killed ITIL
Craig McDonogh

www.service-now.com

Remember
Napster?

Napster was founded by Shawn Fanning and his uncle John Fanning, while the
former was attending Northeastern University in Boston. Initially, Napster was
envisioned as an independent peer-to-peer file sharing service.

The service, named after Fanning's hairstyle-based nickname, operated
between June 1999 and July 2001. Its technology allowed people to easily
share their MP3 files with other participants. Its ease of use led to massive
copyright violations of music and film media, as well as other intellectual
property.

Although the original service was shut down by court order, the Napster brand
survived after the company's assets were liquidated and purchased by other
companies through bankruptcy proceedings.

… but what else did Napster do?

© 2011 ServiceNow All Rights Reserved www.service-now.com | 2

… but Napster did
some good

• Tracks leaked to Napster 3 months before release
• Album downloaded millions of times
• Captured #1 spot on Billboard 200 in debut week

• Independent band with no promotion or airplay
• Sold out concerts purely due to Napster popularity
• First independent band to headline Madison Square Garden

"I believe that truly another parallel music industry will be
created alongside the one that presently exists, and that's
the bottom-line stake that traditionalists fear”
- Chuck D, Public Enemy


So, what was
so appealing?

• You could get just what you needed
• You could create your own “albums”
• You could access what you needed from your home
• You could find what you wanted easily


So, what was
so appealing?

• You could get just what you needed
• You could create your own “albums”
• You could access what you needed from your home
• You could find what you wanted easily

… and what has happened since?


On October 4, 2011, the
Apple iTunes store sold
its 16 billionth song


Any of that sound familiar?


Cloud changes everything
… again

Virtualized Storage
Virtualized Compute
Virtualized Network
Virtualized Desktops …

Virtualization
& Web

Client/Server
Mainframe

Everything that was old is new again


So, what is
so appealing

• You could get just what you needed ✓
• You could create your own “albums” services ✓
• You could access what you needed from your home desk ✓
• You could find what you wanted easily ✓


So, what is
so appealing

• You could get just what you needed ✓
• You could create your own “albums” services ✓
• You could access what you needed from your home desk ✓
• You could find what you wanted easily ✓

… and what has
happened since?

image credit: www.cloudhypermarket.com


Service Management
evolves for cloud

• Automated provisioning (zero-touch) becomes easier
• Service Management processes must become lighter / faster

Service Catalog
IT Governance
Automation Change & ConfigManagement
Financial Management
Service Level Release Management
Management Incident & Problem

ABSOLUTELY ESSENTIAL V E R Y I M P O R TA N T

Let’s look at the
Service Catalog

iTunes Store Catalog IT Service Catalog


Let’s look at the
Service Catalog

Amazon Catalog IT Service Catalog


Cloud management
with ServiceNow

SERVICE CATALOG SERVICE REQUEST REQUEST APPROVAL WORKFLOW

IT GOVERNANCE CMDB UPDATE WORKFLOW PROVISIONING


The Cloud
Service Catalog

• Your service catalog is a resource for the business:
– where they can see the available services
– where they can understand more about those services
– where they can request services and items
… with a familiar user interface

• Your service catalog is a resource for IT:
– where you can standardize your offerings to the business
– where you gather all the right information, right at the start
– where you make the business aware of costs & commitments
… that enables you to deliver faster


And what happens
if you don’t have a catalog?

Your business
users will just
use a different
service catalog

How the market
is changing

2 Years Ago Today

1. Incident Management 1. Service Catalog
2. Change Management 2. Incident Management
3. Configuration Management 3. Change Management
4. Problem Management 4. Configuration Management


Where do we go
from here?


Where do we go
from here?

• Combination of cloud and service catalog is doing the same thing

• Just like your music collection is now ubiquitous, so are your business applications
• Access anywhere
• Access anytime
• Access on any device
• Request anywhere too


So, what’s
the plan?

 Whether you are using cloud today or not, a service catalog must be
included in your future
 Your service catalog must be as easy to use as iTunes
 Your service catalog must be totally integrated with your service
management processes
 Your service catalog must be available to everyone
 Your service catalog must be extensible
 Your service catalog must be service-centric


So, what’s
the plan?

Remember – your business is not deciding
whether to use a service catalog or not

They are deciding which service catalog to use

Make it yours

Napster killed itil

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