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Randy Steinberg November 30, 2012
ITSM On The Move – Eat Or Be Eaten!
Greater Los Angeles Local Interest Group
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 2
• IT and ITIL in 2012
• Making The Case To Senior IT Executives
• The 2012 ITIL Hall Of Shame
• Questions and Wrap-Up
Agenda:
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 3
We Don't Have Incidents…
Just Opportunities To Trigger Our Problem
Management Process!
IT and ITIL in 2012
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 4
Spending about same but has shifted a bit:
‒ Legacy infrastructures are flat
‒ Growth in new technologies such as Cloud, Mobile Devices, Virtualization
IT Spending Was Basically Flat in 2012
IDC: Worldwide IT Spend Was $1.6T 53% was outside U.S
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies
ITIL Foundation Certificates
5
890,000 Foundation Certificates Worldwide!
Certification rates keep rising despite
slow economy
If the rate continues, there will be over 1M
certified by 2014!
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies
Highest Paying IT Certifications
6
Source: Global Knowledge 2012
ITIL Training Still Growing
at 20%
Salary Average: $90-105K
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies
ITSM Tools Market in 2012
ITSM Tools: Large players still dominate but mid-tier
players coming on strong
IBM Tivoli now less than 4%
of market
- 12.0%
- 49.9%
+90.6% -???%
+???%
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies
Where’s IT Going?
…All This Bodes Well For ITSM!
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 9
From The Point Of View Of
A…
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 10
From The Point Of View Of
A…
MAC Fan
Win 8 Fan
Windows 8 iOS Android
Android Fan
Useless
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 11
Is it an IPhone, Tablet or Desktop?
Is it a PC, Tablet or Desktop?
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 12
Wouldn’t Want To Be The Guest
Speaker Who Did
This Topic!
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 13
Enforced Password Device Wipe Remote Lock Configuration Verification Jailbreak/Rooted Detection Policy Compliance Application Push/Pull Application Patching Application Verification Apps Store Support Security Management Audit Trail/Logging External Memory Blocking Hardware Management Certificate Monitoring Multiple OS Support
Mobile Device Management An Exciting New World To Tackle!
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 14
Bad Guys…
Why Go After The Protected Data Center
When There’s So Many
Devices Out There?
Security – The Defense Strategy Is Shifting
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 15
Business Factory In 1850
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 16
Industrial Factory In 1870’s
Users
Tech Support
Servers
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 17
Auto Assembly Plant 2012
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 18
Data Center 1970
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 19
It’s Getting Tough To Be In The Server and PC Hardware Business!!
Virtualization PCs
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 20
Data Center 2012
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 21
PC sales drop 21 percent
Dell -33.6% HP -49.96% Lexmark -26.01% Ingram-Micro -10.34% Toshiba -14.81%
Apple +45.52% EMC +16.20% Lenovo +42.43% Hitachi +10.86% VMware +8.5% IBM +4.16% Microsoft +3.81%
Tablet Shipments to Pass Laptops by 2016
IPhone
Android Kindle
Jelly Bean
Galaxy
VDI
IPad Nexus
PC/Server Focused Companies Getting Eaten…
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 22
Cloud Computing
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 23
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 24
Company ABC Self-Service Portal
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 25
Automated Workflow
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 26
CIO
What’s A Technology Siloed IT Organization To Do?
IT Organization Of The Future?
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 27
The Future Looks Very Bright For IT Service Management!
Accelerating shifts away from engineer-to-order (server-centric) towards services integration (service-centric)
New service delivery channels such as mobility, cloud and social networks
Increased use of suppliers and business units outside of IT
Virtualization of desktops – more devices
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 28
Organizational entity accountable for bridging across ITS via delivery of bundled and simplified
service offerings to business units
Process Owners manage delivery processes across
IT functions
Management of IT functions such as data
center, network, development, etc.
Functional support staff have responsibilities to
carry out service delivery activities and support
processes
1
Customers or Business End Users
IT Services
Applications Management
Applications Service Desk
Incident Process
Change Process
Event Process
Etc …
Reported Incidents
External Suppliers
Operations Management
Technical Management
Projects – (Used To Produce or Enhance Services)
1
Business Customers and Users
IT Service Management “Bridge” (Coordinates delivery of services across ITS technology silos)
Email & Messaging
Hosting, etc.
Incident Management
Change Management, etc …
Requests and New Service Needs
Fulfilled Requests and Resolved
Incidents
Service Changes and Releases
External Suppliers
Projects
End Users interact with IT primarily
through incidents and requests
Projects are one-time efforts to enhance or implement new services for IT and it’s customers
• Service Owners • Business Representatives • Process Owners • Service Governance
Service Owners coordinate delivery of
services across IT functions
Service Catalog(s)
Service Portfolio
Making The Case To Senior Executives
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 29
If nothing is done, the trend
for incidents could go from an average of
8,837 per month to over
15,000 per month by end
of 2013
Targeted Improvements to draw down the trend
Incident Trend Actual Incidents
Key goal of process is to slow or bring
down the trend
Making The Case To Senior Executives
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 30
Making The Case To Senior Executives
Show How Much Labor Is Spent On Maintenance
versus Growth
Value Add Labor (38.6%)
Overhead Labor (25.3%) Non-Value Labor (35.7%)
Other Labor (0.4%)
Supporting Solutions e.g. Fixing Incidents, Bad Changes, etc.
23.2%
Developing Solutions e.g. Building Applications,
Designing, Testing, Deploying, etc.
26.7%
Administering e.g. Managing Budgets, Time
Reporting, etc.
11.9%
Maintaining Solutions
10.3%
Managing Projects and Staff
3.1%
Researching Solutions
5.9%
Representing Solutions To Departments
6.0%
Monitoring Infrastructure Components
12.5%
Other
0.4%
= Unplanned Labor = Planned Labor
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 31
70 65
82
30 35
18
0
10
20
30
40
50
60
70
80
90
Forrester Gartner IT
Maintenance
Growth
Show The Benchmarks and Put It Into Dollars 2012 ITS Spend Ratios*
• Maintenance = run the business activities such as fixing incidents, maintaining hardware software, etc.
• Growth = development
projects to improve or add new IT services
Percent of Spend By
Activity
82% = $80M of our labor budget*
* If we got 20% back through consistent processes and better automation this gives us $16M that can be shifted towards growth!
Making The Case To Senior Executives
© 2012 Migration Technologies Inc.
Disasters That Might Have Benefited From ITIL Good Practices
The ITIL 2012 Hall Of Shame
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies
Banks Down – No Cause Disclosed
33
Widespread outage also affects applications for mobile devices Problem occurred “after” a New York-based bank moved some of its operations to backup facilities “Banks have repeatedly been attacked by Iranian hackers over the past year as part of a broad cyber campaign targeting the United States” according to people familiar with the situation
Banks Under Security Attacks – Or Continuity Issues With Hurricane Sandy?
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 34
Day after Thanksgiving experiences record gun sales Spike in transactions attributed to Obama statement that “…he is open to reintroducing the assault weapons ban...” Resulting high volumes cause system shutdown FBI officials took call centers offline so systems could catch up with calls already in the queue
No Capacity Management? – No Gun Sales! High volume of background check transaction volumes halts gun sales
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 35 35
IPhone User: Siri, Why Are You Having Trouble Connecting? SIRI: Uh oh, there’s a problem. Can you try again? IPhone User: Why Are You Having Trouble Connecting? SIRI: I’m sorry, I’m having a bit of trouble with that
IPhone SIRI Refuses To Search Web Unexplained Outage (Smells Like Change Management) Has Siri Very Confused
“Siri is offline? I didn't notice, I stopped talking to her a while ago”.
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 36
Outage in a computer that matches buy and sell orders and process transactions. The auction, which collects orders to determine a final price for a security, was unavailable to fund managers and brokers Computer malfunctions throughout the year:
• Knight Capital Group Inc.’s $457 million trading error • Mishandling of Facebook Inc.’s initial public offering • Bats Global Markets Inc.’s withdrawn IPO
NYSE Glitches Screw Up 216 Stocks In the process of shifting companies to a new Trading Platform and database
Bottom Line: Traders Took Their Business Over To NASDAQ
Traders Upset!
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 37 37
Company tweeted that the email issues had been resolved. No word given at the time about why the downtime had occurred or what Microsoft was doing to prevent it from happening again Later cited a confusing array of issues:
• “antivirus issue” • “Combination of load issues” • “network element” • “maintenance”
Office 365 Takes Down North America Second time users of Microsoft Office 365 have been experiencing email problems
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies 38
March 2012 Flight delays, faulty kiosks, jammed phone lines August 2012 Website and airport functions, flight delays and cancellations November 2012 Delayed flights, inconvenienced passengers, loss of communication to planes prior to departure
Not A Great Year For 1 Airline Post Merger - Can’t Quite Get Those Reservation Systems Going
Bottom Line – Lost customers, airport fines, stock drops 2.4%
. Greater Los Angeles Local Interest Group © 2012 Migration Technologies
Questions?
39
Randy Steinberg Migration Technologies RandyASteinberg@mitechcorp.net
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