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© Copyright 2014 Vivit Worldwide © Copyright 2014 Vivit Worldwide
The Future of IT Service Catalog: Beyond Request and Fulfill
October 16, 2014
© Copyright 2014 Vivit Worldwide
Brought to you by
© Copyright 2014 Vivit Worldwide
Hosted by
Laura Walker
Vivit Chapter/SIG Leader
Vivit Director – Chapters & SIG Chair
© Copyright 2014 Vivit Worldwide
Today’s Speakers
Vesna Soraic
Sr. Product Marketing Manager
HP Software
Michael Pott
Sr. Product Marketing Manager
HP Software
Michael Yang
Sr. Product Manager
HP Software
© Copyright 2014 Vivit Worldwide
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© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
The future of IT service Catalog Beyond request and fulfill
Vesna Soraic, Michael Pott and Michael Yang / October 16, 2014
Agenda
• Current IT trends and disruptions • Service Catalog 101 • Service Catalog requirements • HP Propel • Catalog aggregation versus consolidation • HP Propel demo • Conclusion and Q&A
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Trends IT Service Management is changing ...
Public
clo
ud
●●
Service levels
Mobility
SaaS
Consumerization of IT
Multiple suppliers Private cloud
Self-service
Decen
tralizati
on
of
IT
BY
OD
Sta
nd
ard
ization
Com
plia
nce
Big data
So
ftw
are
au
dit
s
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Service Management disruption A new set of end-users expectations
By 2016, 80% of new
IT-investments will directly involve Line-of-Business executives
Frost & Sullivan 2013 Cloud User Survey 2
Increasing line of
business
influence and
control
Over 35% of cloud
spending outside of IT’s control
IDC Worldwide Outsourcing Services 2014 Top 10 Predictions 3
IT governance
undermined
15% of information
workers are satisfied with their technology departments’ understanding of their needs. Building Digital Workspace Delivery Systems to Give Employees The Right Tools for their Job, Forrester, April 17, 2014
1
End users turning
to alternatives for
service & support
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Why care about a service catalog at all? IT organizations are transforming to become service brokers
Cloud
management &
automation
IT service broker
Virtualization
management
IT service management
IT service
catalog Request
management
“Got to have it now” “Optimize resources”
Cloud management
Software defined
datacenter
Traditional IT Public Private
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
What is a service catalog?
Live
Services
Planned
Services
Retired
Services
The “Service Catalog”
Service Portfolio
The Service Portal
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Different approaches to a catalog
Standalone • Separates front-end portal from
backend/process functions
• Maintains a consistent user experience
Part of an ITSM solution • Optimized for integration of request fulfillment
with other IT processes
Cloud-specific • Embedded in cloud management platforms
• Focus on cloud service requests and provisioning
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
What does a service catalog solution need?
A superior user experience –
a single front door to IT where
users can find everything
service related they need
Integration and automation
for a consistent delivery
experience
An open plug-and-play
service exchange platform
to enable IT service
brokerage
A one stop shop for all IT
services with an aggregated,
and integrated catalog
Agenda
• Current IT trends and disruptions • Service Catalog 101 • Service Catalog requirements • HP Propel • Catalog aggregation versus
consolidation • HP Propel demo • Conclusion and Q&A
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
“You are not just delivering technology any more – you are delivering an experience”
Forrester, “The Foundation and Future of Service Catalog, 2013 and Beyond” by Courtney Bartlett, 2014
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Consumer expectation
IT Service offering
What do users care about in era of experience?
• Simple way to find IT offerings
• Mobile apps and seamless information across
applications and devices
• Ease of collaboration
• Self-service for all IT services
• Consuming services with a few clicks
• Innovative apps/services
• The ability to customize apps to meet individual
needs
• Cost transparency
IT experience does not keep up with the
consumerization
easy $
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
SaaS PaaS IaaS
New reality – too many options Don’t leave it to the LOB - IT should select, manage and offer external services
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
A portal and catalog are the most visible part of ITSM Therefore offer a single portal and catalog
Single
Portal
Catalog
Traditional /
on-premise Private
cloud
Service Exchange
IaaS
PaaS
SaaS
Managed
services
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP Propel A single user experience and IT service brokerage
Engaging
portal
Aggregated
catalog Open Service Exchange
Knowledge management
Available in both on-premise and managed service delivery
options. SaaS coming soon
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Key differentiators
Single portal: A single IT experience
and one-stop shop for all services
Increased user satisfaction
Single, aggregated catalog:
Orchestrated service delivery
Superior delivery speed & agility
Open Service Exchange: Brokering
services and suppliers for
Best suppliers at the best cost
Portal
Knowledge Support Catalog
IT services
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Catalog Consolidation vs. Aggregation Lessons learned – Catalog Consolidation
• Consolidation of one catalog to a new catalog
technology illustrates value of the new
catalog’s capabilities.
• Consolidation of second catalog becomes a
large project, because not only are catalog
items being consolidated, but also the
fulfillment systems.
• Length of projects continue to expand as
more catalogs are added to the consolidation
project.
• Meanwhile, catalog sprawl continues as the
IT consumer is having to continue to utilize
multiple catalogs for new types of fulfillment.
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Catalog Consolidation vs. Aggregation HP Propel – Catalog Aggregation
• Aggregate – aggregate all catalogs to a new catalog
technology and use the existing fulfillment engines
to fulfill the request – Instant value-add.
• Integrate & Orchestrate – consolidate, integrate and
orchestrate services and offerings where it makes
sense.
• Transform – Combine services to create brand new
offerings for the business.
Source: https://www.dropbox.com/help/7/en
“… All files stored online by Dropbox are encrypted and kept
in secure storage servers. Storage servers are provided by a
managed service provider, and our infrastructure is located
in data centers across the United States…”
Agenda
• Current IT trends and disruptions • Service Catalog 101 • Service Catalog requirements • HP Propel • Catalog aggregation versus consolidation • HP Propel demo • Conclusion and Q&A
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Time for a demo
1 Engaging portal – true one stop shop for all IT services
2 Aggregated service catalog
3 Aggregated knowledge management
4 Support/ticket
Single user experience
Agenda
• Current IT trends and disruptions • Service Catalog 101 • Service Catalog requirements • HP Propel • Catalog aggregation versus consolidation • HP Propel demo • Conclusion and Q&A
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP Propel: Summary Enabling IT as a service broker
• Increased end-users’ satisfaction
• Engaging, consumer experience for end users
• Superior self-service delivery speed and agility
• Single, aggregated, self-service catalog
• Flexibility in selecting best service suppliers
• Providing services to business they need
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Next steps
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
1. Gartner’s view about IT Service Brokerage : IT Service
Brokerage – The Intersection of User Experience and Business
Technology (online webinar)
2. IDC paper about HP Propel: HP Propel, a solution to transform
IT into multi-supplier service broker
3. Propel walkthrough video:
https://www.youtube.com/watch?v=njtRt3upykk
4. Contact us and request demo!
Visit: www.hp.com/go/propel
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