Desktops & Laptops are getting replaced by Smartphones and Tablets. Is it time to re-look the Service Management Process? We'll review some of the best practices to adopt the technology trend. With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7

1. Rajesh'Gundurao'&'Firosh'
Poochaly'
Technology'Trends'and'
Impact'to'ITIL'

2. 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
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3. 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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4. Top 10 Strategic Technology Trends 2014
Converging
Forces
•
•
•
•
Mobile Device Diversity & Management
Mobile Apps & Applications
The Internet of Everything
Hybrid Cloud & IT as Service Broker
Derivative
Impact
•
•
•
•
Cloud / Client Architecture
The Era of Personal Cloud
Software Defined Anything
Web Scale IT
Future
Disruption
• Smart Machines
• 3-D Printing
Source: Gartner 2013
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5. Mobile Device Diversity
Tactics are the new strategy
Wearable
Pocketable Grab & Go
Convertible
Portable
Desk
Shared Areas
Touch, Voice…
Keyboard, Mouse
Gesture
Source: Gartner 2013
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6. Today’s Challenge – Sample scenarios
Desktop / User based
Outlook is not connecting to
Exchange – Issue logged at 6pm
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
Server based
A critical server approaching disk
full state
Network based
Monthly backup scheduled for
critical system
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7. Perceived ITSM Mobile Strategy
ITSM Staff
Core Systems
Enterprise Mobile Applications
Tickets / SLA
Alerts
Web App/
Web Features
SM Tools
Monitoring Tools
Enterprises generally focus on enabling Web Apps on the Mobile Channel and most
enterprises perceive this as their Mobile Strategy
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8. Points to Ponder – ITSM Mobile Strategy
Is your mobile strategy Future-ready?
- Device & Data Security
- Platform/Device Agnostic
- Hardware capabilities
- Bring Your Own Device (BYOD)
Does your mobile applications work on:
- iPhone (iOS), iPad
- Android Phones & Tablets
- Windows Phone, Tablets
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 strategy support
multiple user interface?
- Voice Command
- Audio Output
- Keyboard & Visual Output
The next-gen mobile strategy should offer more service lines and should be
scalable to futuristic needs
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9. Mobile Enablement for ITSM
•
•
•
•
Problem, Incidents, Change records
CMDB, KEDB access from anywhere
Critical incident , SLA monitoring
Management dashboards and Alerts
•
•
•
•
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
SM Tools
Analytics
•
•
•
•
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
•
•
•
•
Remote consoles for easy and faster troubleshooting
Visibility and accessibility enabling collaborative resolution
DC server / Network equipment access for faster resolution
LDAP Consoles
Remote Consoles
Monitoring Tools
ITSM
Management
•
•
•
•
BI – for IT
Proactive decisions on critical situations
Single stop live view of IMS environment
Approvals / authorization on the move
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10. Enterprise ITSM Mobile Strategy
Customer
Enterprise
Partners
IMS
Mobile Application Management
(Enterprise AppStore / MAM)
Enterprise ITSM Mobile Applications
Tickets /
SLA
Live
Alerts
Remote
Consoles
Dashboards/
Reports
SM Tools
Mobile Application Frameworks
Mobile Operating System
Monitoring tools
Device Drivers & API
Mobile Devices & Accessories
Remote devices
Mobile Enterprise Application (MEAP)
Mobile Hardware Accessories
POS
NFC
Camera
Bar Code
RFID
Antenna
Audio
Mobile Device Management
(MDM)
Analytics
Vision:
Centralized platform to remote access ITSM tools to monitor, analyze, resolve the issues proactively & lively
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11. Revised ITSM Maturity Model based on Trends
Ecosystem
Enterprise
Established
Enablers targeted
for entire IT group
Used in selected
divisions of IT
Established strategy
and roadmap
Enforced
Early Learning
Initial exploration in
ITSM
Used by selected
ITSM staff on need
basis
Apps enabled on
web/mobile – Tickets,
Environment Monitoring
Established Security
Standards
Centralized ITSM,
Mobile Policy
Improved SLAs based on
new process and mobile
enablement
All possible tools are
made available in
Mobile platform also
Limited innovative
applications
Validation of enabled
services (ex: 24/7 on call)
and impact
Limited integration with
different ITSM tools (SM,
Monitoring, Analytics)
• Pilot projects
No major impact in SLAs
• Proof of Concepts
VPN based
App Store based
distribution
Gain experience with
tools, technology
Integrated dashboard,
predictive analytics
Consistent within
the ecosystem
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
Learn, Innovate and
Continuously improve
Established ITSM +
Mobile Center of
Excellence
Support all major
mobile platform
Reduction in IT Service
investment
Source: SLK Research
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12. Enterprise ITSM Mobile Strategy – Strategic direction
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
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13. 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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14. Sample Screenshot
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15. Thank you !
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16. With thanks to our slides
sponsor, CA Technologies
Try Nimsoft for free at
ca.com/NSD-trial