1. ISITILrelevantforthe
NewStyleofIT?
Tony Price
Director
WW IT4IT Strategic Consulting
Hewlett-Packard Limited

2. © Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.2
Agenda
Background
The exam question
Industry / positioning
New Style of IT Core Qualities
A view from a Service Broker / Service integrator and beyond perspective
IT4IT
Prediction of skills for the future
1
2
3
4
5
6
7

3. Thepaceofchange inourindustry isexponential.
Weareexperience atechnological tectonic shift.

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The reality of IT today
Social Media
Cloud
Mobile
Big Data
Security
InfrastructureInformation
Business
Application
Lifecycle
Multi Sourced IT Provision

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IT
New Style - Core Qualities
Connected
Intelligence
Operate Securely
Enterprise Agile
Service Centric
Multi Source

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The Old and the New
Old Style
Traditional
Legacy
New Style
Fluid
Bi-modal

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The service Desk Analyst is dead, long live the
Service Management Analyst
The reality of today using integrated monitoring / alerting / self healing / robotics
/ analytic and Big data… Service Desk agent can and are doing far more than they
have traditionally performed
Proactive
Problem
management
Incidents
resolved before
user detection
Improved
customer
satisfaction
Initiation of
scripted
activities
The SPOC for
all IT contact
Marketing of IT
Service
A source of real
time client
information

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The Service Management analyst is dead – long live
the Client Service Specialist
But we have hardly got on top of today and already we want tomorrow …..oh and
its reality today!
Zero Touch IT
Singe pain of
glass into IT
(HP Propel)
Auto
Provisioning
based on
demand
Predicting
customer
behaviour
through
Analytics and
big Data
Learning
behavioural
patters
Compliance
checking with
every / any
interaction
Targeted
promotion of
new goods or
services

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The Client Services Specialist is dead, long live the
“keeper of the big picture”
“The trick to forgetting the big picture is to look at everything close up.”
Chuck Palahniuk (American Journalist and Novelist)
True Holistic
view of IT with
Total
Transparency
Real-time
Cloud
Provisioning
aligned to
demand
Everything as a
Service
Only consume
standard offers
(no
customisation)
True Pay as you
go
consumption
models
No
commitments /
no licence fees
WOW the Client
IT Always
available, any
time, any
device, any
where
New channels
to Market
e.g.. Wearable
Social media as
a mainstream
channel to
market
Plug and play
suppliers
(SIAM)
Real-time
analytics
(HP Service
Anywhere)
Reducing
catalogue
sprawl
(HP Propel)
The enhanced
Shopping
experience
Enhance the
Total Customer
Experience
And lots lots
more

Monitoring and
reacting to
trends (Social)
and Hot Topics
Knowledge
management

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So who said ITIL is ITIL is ITIL because its not!
The fundamental principles of ITIL are still as applicable today
The way you apply ITIL and the skills you need today to deliver ITIL are very
different
Lets take Service Brokering / Service Integration and Management (SIAM) and beyond as
an example

11. © Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.11
SIAM Business Blueprint
Service Integrator
Service Delivery
Lines of Business
Service
Consumption
Represent
Service
provider
ecosystem to
the business a
single entity
Represents
the business
toward
multiple
suppliers
Service
Providers
Retained
IT
Supplier 1
(Traditional)
Supplier 2
(Cloud)
Supplier 3
(Hybrid)
Above the
line
On the line
Below the
line

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ITIL Process perspective
Service Integrator
Service Delivery
Lines of Business
Retained
IT
Traditional
ITIL
Process
Supplier 1
(Traditional)
Supplier 2
(Cloud)
Supplier 3
(Hybrid)
Above the
line
On the line
Below the
line

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ITIL Process perspective
Service Integrator
Service Delivery
Lines of Business
Retained
IT
Traditional
ITIL
Process
Supplier 1
(Traditional)
Supplier 2
(Cloud)
Supplier 3
(Hybrid)
Service Integration Layer / Bus
ITIL
Process
Above the
line
On the line
Below the
line

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IT4IT
Designed with industry
HP, Achmea, Shell, Munich Reinsurance,
PricewaterhouseCoopers, AT&T, Accenture, Capgemini, BP,
Logicalis, UMBRiO, Atos, IBM, Architecting-the-Enterprise,
Microsoft, OriginEnergy, Exxon Mobil
Standards based
Michael Porter’s value chain, lean manufacturing value
stream concepts, Cobit, ITIL, SAFE, …
Mission
To provide a vendor neutral, technology agnostic and
industry agnostic reference architecture for managing the
Business of IT, enabling insight for continuous improvement
to enable IT execution across the entire Value Chain in a
better, faster, cheaper way with less risk.
IT Value Chain – Standards Based – Customer Driven

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Strategy to Portfolio Requirement to Deploy Request to Fulfill Detect to Correct
IT
Value
Chain
IT Value Chain and supporting Value Streams
I need a new service I need new features I need this fixed NOWI want what’s available

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HP Reference Architecture (based upon the Open Group IT4IT)
Detect
To
Correct
Strategy
To
Portfolio
Requirement
To
Deploy
Request
To
Fulfill
Business and Customer Relationship
Planning GRC IT Finance Intelligence Improvement
ERP HR Finance Procurement IaaS
Sourcing and Supplier Relationship
IT Consumer Portal & Dashboard
Service Model Backbone and Integration
Demand Investment
Portfolio
IT
Architecture
Service
Portfolio
Require-
ments Project
Design /
Develop
Test &
Release
Catalog Usage /
Billing
Fulfillment Change
Incident /
Problem
Monitor /
Event
Config-
uration
Diagnose /
Remediate
EnterpriseArchitecture
BigDataAnalytics
For more information see www.it4it.com

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Predictions - Some key skills for the future
Relationship
Management
Vendor
Management
Marketing
Portfolio
Management
User Experience
Business
Intelligence (BI)
Security
Managing “the
Big Picture”
Mobility
Data Science
and
Management
Robotics
Digital Business
Architects
Regulatory
Specialist
Risk Specialist
Smart Machines
(IOT)
Evolving IT Service Management
IT4IT

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Summary
Is ITIL relevant for the New Style of IT
• The Fundamental principles of ITIL are still as applicable today as they always have been
• The way you apply ITIL and the skills you need today to deliver ITIL are very different due to:
• Technological advancements
• New operating models
• New customer demands
• The business and IT becoming even closer (or even as one) in the age of Digital Business

19. © Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.19
Thank you and Questions?
Useful links
http://www.opengroup.org/IT4IT
http://www8.hp.com/uk/en/software-solutions/it4it-consulting-services/index.html
http://www.opengroup.org/