The Evolu*on of Service Management

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1 The Evolu*on of Extending Disciplines Across the Enterprise Michael Jones Regional CTO - Architecture 2015 Now All Rights Reserved 1

2 How work gets done today! s Spreadsheets Phone Calls 2015 Now All Rights Reserved 2

3 Or. Human Resources IT FaciliHes Legal 2015 Now All Rights Reserved 3

4 Basic Unstructured Model I need something Who do I contact? How? Provide more informahon Requester Is anyone working on it? Send follow up Send to individual or alias Did anyone receive the request? Receive request complehon nohficahon What s the status Provider INITIATE REQUEST PROCESS REQUEST REQUEST FULFILLMENT What is this request? Contact requester to get crihcal informahon IdenHfy approvers Send to gain approvals Track down and record approvals Send s to request fulfillment contributors Provide generic status update Track down fulfillment task status NoHfy request is complete 2015 Now All Rights Reserved 4

5 Unstructured Model results in: Requester High Cost Overstaffing and redundancy Lack of knowledge sharing Governance Risk Enterprise BoSlenecks Provider INITIATE REQUEST PROCESS REQUEST REQUEST FULFILLMENT Inability to: Measure performance Understand trends Iden*fy ways to improve service experience 2015 Now All Rights Reserved 5

6 Rela*onship Execu*ves BUSINESS DASHBOARDS APPROVALS & NOTIFICATIONS Requester SERVICE CATALOG SERVICE- ORIENTED WORKFLOW REPORTING & ANALYTICS Provider SEARCH KNOWLEDGE COLLABORATE SERVICE RECORD > HELP > ORDER > CHANGE > INFO UPDATE SERVICE STATUS ASSIGN & TRACK WORK KPI DASHBOARDS 2015 Now All Rights Reserved 6

7 IT Model Managing the Evolving Approach Internal Providers Customer Support MarkeHng Human Resources Informa*on Technology Finance FaciliHes Legal Taxonomy Experience Delivery Assurance Analy*cs REQUESTER Open an a Claim Incident Self Form based Role Based Access Dashboard VisualizaHon PROVIDER Create Reset Password Campaign IntuiHve Web UI Single System of Record Full Visibility Self ReporHng Request Request Benefits Sodware Change Knowledgebase Automated Workflow SLA Trending & AnalyHcs Create Provision New Budget a VM Catalog Automated NoHficaHon High Availability & DR InteracHve Workbench Book Request a MeeHng a Change Room Visual Task Boards 3 rd Party IntegraHons Full Audit Trail What if modeling Create Issue New a Laptop Contract Live Feed & CollaboraHon OrchestraHon Risk & Compliance Mgmt SaHsfacHon Surveying 2015 Now All Rights Reserved 7

8 Cloud Compu*ng: Example s Stretching Beyond IT Consumer needs compute resources in order to? Is IT the only way departments get their compute resources? If I run out of on- premise compute resources, how do I get more? Where? Should Cloud CompuHng be a slow and cumbersome set of tasks? Do we need governance of cloud delivered processes and resources? 2015 Now All Rights Reserved 8

9 What is your defini*on of Cloud Compu*ng? Cloud compuhng is a model for enabling ubiquitous, convenient, on- demand network access to a shared pool of configurable compuhng resources (e.g., networks, servers, storage, applicahons, and services) that can be rapidly provisioned and released with minimal management effort or service provider interachon. This cloud model is composed of five essenhal characterishcs, three service models, and four deployment models. NIST Special PublicaHon Now All Rights Reserved 9

10 Poten*al Use Cases for Cloud Rapidly Deploy Dev or Test Infrastructure Resources Self Driven or Project Aligned Enable faster Hme to deliver business services Converged Infrastructure Increase value of virtualized infrastructure Reduce complexity by offering standardized services ProducHon TransformaHon Align new produchon services to systems of engagement model Scale produchon services across and beyond the data center 2015 Now All Rights Reserved 10

11 Capability Matrix for Cloud Cloud Opera,ng Model is a layered approach across disciplines and capabili,es Problem Incident Asset Release Governance Aligned Capabili*es: IntegraHon and Alignment with Enterprise Requirements Demand Project CMDB (Config) Change Event Advanced Cloud Capabili*es: Integrated Requirements to Meet Enterprise Level AutomaHon Cloud OrchestraHon Catalog Config AutomaHon Cost Core Cloud Capabili*es: FuncHonal Cloud Components 2015 Now All Rights Reserved 11

12 Cloud Opera*ng Model Delivery with Cloud Governance Taxonomy Experience Delivery Assurance Analy*cs REQUESTER Define the Cloud Offerings. Including cost, sizing, and reservahon process. Present the offerings in an easy to consume Shopping Cart Experience. Provision, Integrate, and manage the requested cloud services. Provide a comprehensive monitoring, availability perspechve on cloud resources. Capture metrics on how many, how much, and how oden, for each of the cloud requests. PROVIDER Con*nuous Governance 2015 Now All Rights Reserved 12

13 Delivery Success Execu*ves BUSINESS DASHBOARDS APPROVALS & NOTIFICATIONS Requester SERVICE CATALOG SERVICE- ORIENTED WORKFLOW REPORTING & ANALYTICS Provider SEARCH KNOWLEDGE COLLABORATE SERVICE RECORD > HELP > ORDER > CHANGE > INFO UPDATE SERVICE STATUS ASSIGN & TRACK WORK KPI DASHBOARDS 2015 Now All Rights Reserved 13

14 Thank you Michael Jones Regional CTO Architecture 2015 Now All Rights Reserved 14

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