Big Data is the future of ITSM tools

Transcription

1 Big Data is the future of ITSM tools October 2014

2 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

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6 The Future of Business and IT : A jump to the year 2020

7 IT will no longer be the sole source of high tech

8 Managing mosaics of services You will partner with your business users to find the right service at the right time confidence 100% 80% 60% 40% 20% 0% IT execs expect to manage business processes confidently across services spanning data centers and public and private clouds

9 Design Build Test Deploy Analyze Test Deploy Manage but then help them managing the complexity of it all. Govern

10 Everyone will expect more apps, delivered more quickly per app per app per app your customers, your partners, your users, your boss Steady Stream of Improvement Thanks to consumerization, users now expect continuous improvements to apps rather than the traditional annual mega-updates

11 How do we get to 30X if Dev and Ops have a wall between them? Dev Ops Be more agile - deliver faster Change is evil

12 The answer is DevOps: aligned goals and common tools between the two Quality Automation and Cloud Build to run Collaboration Common Models Regular releases reduce risk

13 You ll have much more information about everything, but 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

14 the value will come from the information that s hardest to manage. 10% structured data 90% human interaction data

15 Big Data : IT Service Management Today

16 Decentralization of IT Software audits Standardization BYOD Public cloud Compliance IT Service Management is changing... > Challenging budgets, emerging trends and growing complexity Big data Service levels Mobility SaaS Self-service Private cloud Consumerization of IT Multiple suppliers

17 IT Service Management at a cross road End users turning to alternatives for service & support Increasing line of business influence and control IT governance undermined 54% of workers will seek out the internet, coworkers, local tech support, or their peers before IT. By 2016, 80% of new IT investments will directly involve Line-of-Business executives Over 35% of cloud spending outside of IT s control This Isn t Your Grandfather s Service Desk Forrester, November 15, 2013 Frost & Sullivan 2013 Cloud User Survey IDC Worldwide Outsourcing Services 2014 Top 10 Predictions

18 Turning challenges into opportunities Improve staff efficiency Improve customer satisfaction Improve service quality Leverage the cloud Easy to use, configure Easy to admin Design for use Engaging UX Mobile and responsive UI Automations Leverage Social IT Engages users IT gains oversight Increases IT insight Leverages unstructured data Add business context to KM Avoid calls, reduce tickets Leverage Big Data Better answers, faster Eliminate knowledge silos Proactive trend analysis Actionable visibility to problems Forward visibility of trends

19 Adding human interaction to your ITSM Plain text search DSL random reset Auto-grab documents Hot topic clusters

20 Big Data : Smart Ticket Creation > With automatic Picture Recognition (OCR)

21 Big Data : Powering Service Desk Knowledge > 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

22 Big Data : Hot Topic Analysis > 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

23 Big Data : Intelligent Analytics above Reporting Makes 100% of your business data available for better decision making Run analytics on your change KPI s Review improvement suggestions Get valuable insights to plan your improvements

24 Fixing Complex Problems: Operations Analytics Record everything in IT Correlate using service map Go back in time to find problem start point

25 Log Analytics: The Power of Pattern Recognition Clustering From raw messages to clusters Severity & keywords Discovering interesting clusters Abnormal detection Baseline for logs 1,000,000s to 10,000s to 1,000s to 100s Crowd wisdom Learning the important terms in logs Root cause messages Correlation with application performance to 10s 1s

26 Is this fluffy Buzz Words?

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29 Philipp Koch Mobile > InovaPrime Denmark Arne Jacobsens Alle 7, 5th floor 2300 Copenhagen S Denmark

30 Backup Slides

31 A Big Data Fact 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.

32 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

33 Accelerating innovation & time to value Burroughs IBM NEC Unisys Hitachi Product Configurator Mainframe Kilobytes Fijitsu Bull Claim Processing Payroll Sales tracking & Marketing Commissions Bills of Material SCM ERP Costing Database Manufacturing Projects CRM Quality Control HCM SAP Engineering HP MRM Inventory EMC Cost Management Cash Management Time and Expense Accounts Receivable Billing Activity Management Training Time & Attendance Data Warehousing Service Order Entry Joyent Client/Server Megabytes Rostering HCM Fixed Assets PLM Intacct DCC Saba CCC IntraLinks Adobe Microsoft Cornerstone ondemand Softscape NetSuite OpSource Hosting.com Tata Communications Datapipe PPM NetDocuments Microsoft Corel Saba Softscape Volusion Google Ariba Alterian ADP VirtualEdge Kenexa Plex Systems ebay Quickbooks OpenText Workscape Yahoo Quadrem Xerox SugarCRM FinancialForce.com Avid NetReach Zoho Serif Yahoo! CyberShift Sage Sonar6 Hyland Qvidian Music kaggle SuperCam SLI Systems Elemica SCM Kinaxis Xactly CyberShift SmugMug ihandy The Internet Gigabytes NetSuite Exact Online PaperHost Sonar6 Facebook Fring Rackspace SolidFire Snapfish Dragon Diction GoGrid Cookie Doodle Ah! Fasion Girl buzzd Renren Atlassian Paint.NET DocuSign Hootsuite Education Flickr UPS Mobile salesforce.com Zynga Pandora Amazon Bromium Scanner Pro Foursquare nebula ischedule BrainPOP Khan Academy MobileFrame.com myhomework Toggl Xing MailChimp AppFog Amazon Web Services LimeLight News Associatedcontent LinkedIn Workday Navigation SuccessFactors MobilieIron Twitter PingMe CloudSigma RightScale Amazon Utilities Scribd. SmugMug cloudability HP eprint Fed Ex Mobile Zillabyte Twitter YouTube Business Reference Games Productivity TripIt Atlassian Baidu Atlassian Tumblr. New Relic Urban Parse Yandex Finance Workbrain Yandex Mozy Zynga Entertainment Jive Software Qzone Travel box.net Mixi Heroku CYworld BeyondCore Taleo Lifestyle Pinterest Sport Photo & Video Yammer Answers.com Viber Social Networking PingMe Splunk ScaleXtreme Mobile, Social, Big Data & The Cloud Zettabytes dotcloud Every 60 seconds 98,000+ tweets 695,000 status updates 11million instant messages 698,445 Google searches 168 million+ s sent 1,820TB of data created 217 new mobile web users Yottabytes

34 Big Data landscape Annual Growth ~100% Machine Data 90% of Information Human Information ~10% Business Data 10% of Information

35 Much higher Volumes. Processed with more Velocity. With much more Variety.

36 Big Data : Operations Analytics for your IT Ops Prepare Predict Pinpoint 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

37 Operations Analytics > Comprehensive, actionable insight into all aspects of operations for the New Style of IT IT Search Guided Troubleshooting Visual Analytics Standalone, Scalable Operations Analytics platform Performance Metrics Operational Events Topology Logs Application Mobile app Storage Network 3 rd Party tools e.g. Splunk Analyze end to end all your management data System Cloud

38 What is Big Data? : Micro-transactions from machines Data Generated by Internet of Things Security Retail Travel / logistics Utilities Automotive Medical equipment Utility networks and meters Car and truck fleets Security sensors Home automation Touch-streams from games Drones Pollution sensors Transport sensors McKinsey : Big Data The next frontier for innovation, competition and productivity

39 What is Big Data? : Meaning from human interaction Images Video Audio Social media Documents