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Big Data is the future of ITSM tools
October 2014
Who Am I?
> 10+ years of experience in Service Management
> Background from the work place
> ITIL v3 Expert
> Solution Architect for ITSM (Tools & Process)
> Heavily involved in product design reviews with
HP R&D
> Early adaptor of new innovative solutions
The Future of Business and IT :
A jump to the year 2020
IT will no longer be the sole source of
high tech
You will
partner
with your
business
users to find
the right
service at
the right
time…
Managing mosaics of services
IT execs expect to manage business processes
confidently
across services spanning data centers and public and
private clouds
2012 2013 2014 2015 2016 2017 2018 2019 2020
100%
80%
60%
40%
20%
0%
confidence
…but then
help them
managing the
complexity of
it all.
Design Build Test Deploy Analyze
Test
Deploy
Manage
Govern
2010 4 per app
2015 36 per app
2020 120 per app
Steady Stream of Improvement
Thanks to consumerization, users now expect
continuous
improvements to apps rather than the traditional
annual mega-updates
Everyone will
expect more apps,
delivered more
quickly…
your customers,
your partners,
your users,
your boss…
Dev Ops
“Be more agile -deliver faster” “Change is evil”
How do we get to 30X if Dev and Ops have a wall between them?
“Build to run”“Regular releases
reduce risk”
Quality
Common Models
Automation and Cloud
Collaboration
The answer is DevOps: aligned goals and common tools between the two
Ninety percent of the data
in the world was created in
the last two years.
2.2 million terabytes of new
data is created every day.
Growth in the Big Data market
You’ll have much more information about everything, but…
90% human
interaction data
10% structured data
…the value will come from the information that’s hardest to manage.
Big Data :
IT Service Management Today
> Challenging budgets, emerging trends and growing complexity
Pu
blic
clo
ud
Service levels
MobilitySaaS
Consumerization of IT
Multiple suppliersPrivate cloud
Self-service
De
cen
tra
liza
tio
n o
f IT
BY
OD
Stan
dar
diz
atio
n
Com
plia
nce
Big data
So
ftw
are
au
dit
s
IT Service Management is changing ...
54% of workers will seek
out the internet, coworkers,
local tech support, or their
peers before IT.
End users turning
to alternatives
for service &
support
Increasing line
of business
influence and
control
IT governance
undermined
This Isn’t Your Grandfather’sService DeskForrester, November 15, 2013
Frost & Sullivan 2013
Cloud User Survey
IDC Worldwide Outsourcing
Services 2014
Top 10 Predictions
IT Service Management at a cross road …
By 2016, 80% of new
IT investments will directly
involve Line-of-Business
executives
Over 35% of cloud
spending outside of IT’s
control
Improve service
quality
Turning challenges into opportunities
Leverage the cloud
Easy to use, configure
Easy to admin
Design for use
Engaging UX
Mobile and responsive UI
Automations
Improve staff
efficiency
Leverage Social IT
Engages users
IT gains oversight
Increases IT insight
Leverages unstructured data
Add business context to KM
Avoid calls, reduce tickets
Improve customer
satisfaction
Leverage Big Data
Better answers, faster
Eliminate knowledge silos
Proactive trend analysis
Actionable visibility to problems
Forward visibility of trends
DSL random reset
Auto-grab documents
Plain text search
Hot topicclusters
Adding human interaction to your ITSM
> With automatic Picture Recognition (OCR)
Big Data : Smart Ticket Creation
> And the truth shall set you free
Advanced search technology across
ubiquitous data, give users better
answers faster, transparently through
advanced search technology
• Logical managed source of truth leads to
less queries , less key strokes, faster
answers
• Search rankings in business context for
easy identification of best answers
Big Data : Powering Service Desk Knowledge
> Transform IT from reactive to proactive to improve service quality
and staff efficiency
Makes 100% of your
business data available for
better decision making
Trend analysis to identify
problems early leading to
ticket avoidance
Find knowledge gaps and
knowledge deficiencies to
improve customer satisfaction
and avoid tickets
Find common Search texts
used by end users as well as
by IT user
Big Data :Hot Topic Analysis
Makes 100% of your
business data available for
better decision making
Run analytics on your change
KPI’s
Review improvement
suggestions
Big Data :Intelligent Analytics above Reporting
Get valuable insights to plan
your improvements
Record everything in IT
Correlate using service map
Go back in time to find
problem start point
Fixing Complex Problems: Operations Analytics
ClusteringFrom raw messages to clusters
Severity & keywordsDiscovering interesting clusters
Abnormal detection Baseline for logs
Crowd wisdomLearning the important terms in logs
Root cause messagesCorrelation with application performance
1,000,000s to 10,000s
to 1,000s
to 100s
to 10s
1s
Log Analytics:The Power of Pattern Recognition
Is this fluffy Buzz Words ?
Philipp Koch
Mobile > +45 31 31 64 74
InovaPrime DenmarkArne Jacobsens Alle 7, 5th floor2300 Copenhagen SDenmarkwww.inovaprime.com
Backup Slides
If you burned all of the data
created in just one day onto
DVDs,
you could stack them on top of
each other and reach the moon
– twice.
A Big Data Fact …
“Consumerization has accelerated business
user expectations of both IT service design
and IT service support, leaving the IT service
support organization struggling to meet
demands.”
- Gartner Research, IT Service Desk and ITSM Next Practices
June 2014
“The dynamic forces of cloud, mobile, social
and big data threatens to render all existing IT
architectures obsolete”
- Gartner Research , Social IT Management video
May 2014
“The exploding range of devices and
services enterprises must support will render
current approaches to user management
ineffective ..”
- Gartner Research, How Personal Cloud Impacts IT
February, 2014
695,000 status updates
98,000+ tweets
698,445 Google searches
1,820TB of data created
11million instant messages
168 million+ emails sent
YouTube
Viber
Qzone
Amazon Web Services
GoGrid
Rackspace
LimeLight
Jive Software
salesforce.com
Xactly
Paint.NET
Business
Education
Entertainment
Games
Lifestyle
Music
Navigation
News
Photo & Video
Productivity
Reference
Social Networking
Sport
Travel
Utilities
Workbrain
SuccessFactors
Taleo
Workday
Finance
box.net
TripIt
Zynga
Zynga
Baidu
Yammer
Atlassian
Atlassian
MobilieIronSmugMug
SmugMug
Atlassian
Amazon
AmazoniHandy
PingMe
PingMe
Associatedcontent
Flickr
Snapfish
Answers.com
Tumblr.
Urban
Scribd.Pandora
MobileFrame.com
Mixi
CYworld
Renren
Yandex
Yandex
Heroku
RightScale
New Relic
AppFog
Bromium
Splunk
CloudSigma
cloudability
kaggle
nebula
Parse
ScaleXtreme
SolidFire
Zillabyte
dotCloud
BeyondCore
Mozy
FringToggl
MailChimp
Hootsuite
Foursquare
buzzd
Dragon Diction
SuperCam
UPS Mobile
Fed Ex Mobile
Scanner Pro
DocuSign
HP ePrint
iSchedule
Khan Academy
BrainPOP
myHomework
Cookie Doodle
Ah! Fasion Girl
PaperHost
SLI Systems
NetSuite
OpSource
Joyent
Hosting.com
Tata Communications
Datapipe
PPM
Alterian
Hyland
NetDocuments
NetReach
OpenText
Xerox
Microsoft
IntraLinks
Qvidian
Sage
SugarCRM
Volusion
Zoho
Adobe
Avid
Corel
Microsoft
Serif
Yahoo
CyberShift
Saba
Softscape
Sonar6
Ariba
Yahoo!
Quadrem
Elemica
Kinaxis
CCC
DCC
SCMADP VirtualEdge
Cornerstone onDemand
CyberShift
KenexaSaba
Softscape
Sonar6
Workscape
Exact Online
FinancialForce.com
IntacctNetSuite
Plex Systems
Quickbooks
eBay
MRM
Claim Processing
Payroll
Sales tracking & Marketing
Commissions
Database
ERP
CRM
SCM
HCM
HCM
PLM
HP
EMC
Cost Management
Order Entry
Product Configurator
Bills of MaterialEngineering
Inventory
Manufacturing Projects
Quality Control
SAP
Cash Management
Accounts Receivable
Fixed AssetsCosting
Billing
Time and Expense
Activity ManagementTraining
Time & Attendance
Rostering
Service
Data Warehousing
The InternetGigabytes
Client/ServerMegabytes
Every 60 seconds
IBM
Unisys
Burroughs
Hitachi
NECBull
Fijitsu
Mainframe Kilobytes
Mobile, Social, Big Data & The Cloud
Zettabytes
217 new mobile web users
Yottabytes
Accelerating innovation & time to value
Human InformationMachine Data
Business
Data
10% of Information
90% of Information
Annual
Growth
~100%
~10%
Big Data landscape
Much higher
Volumes.
Processed
with more
Velocity.
With much
more Variety.
Prepare
Big Data store for IT
Connects to all your
operations data
Stores, indexes and
understands
Automated analytics
Self-calibrates via
machine learning
Predicts future
behavior
Instant replay and
Advanced Analytics
Replays history with
easy to use
visualizations
Pinpoint root causes
faster with advanced
analytics
Predict Pinpoint
Big Data :Operations Analytics for your IT Ops
> Comprehensive, actionable insight into all aspects of operations for
the New Style of IT
Application Mobile app NetworkStorage CloudSystem
Standalone, Scalable Operations Analytics platform
OperationalEvents
PerformanceMetrics LogsTopology
Guided TroubleshootingIT Search Visual Analytics
3rd Party tools e.g. Splunk
Analyze end to end all your management data
Operations Analytics
2010 2015
McKinsey : Big Data – The next frontier for
innovation, competition and productivity
Data Generated by
“Internet of Things”
Automotive
Utilities
Travel / logistics
Security
Retail
Medical equipment
Utility networks and
meters
Car and truck fleets
Security sensors
Home automation
Touch-streams from games
Drones
Pollution sensors
Transport sensors
What is Big Data? :Micro-transactions from machines
Social media
Images Video Audio
Email Documents
What is Big Data? :Meaning from human interaction
