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2 Please give me your feedback Session DF3117 Speaker Felix Fernandez Use the mobile app to complete a session survey 1. Access My schedule 2. Click on this session 3. Go to Rate & review If the session is not on your schedule, just find it via the session scheduler, click on this session and then go to Rate & review. Thank you for providing your feedback, which helps us enhance content for future events. 2

3 Enabling IT as a service broker with the Service Catalog HP Software Professional Services Felix Fernandez / June, #HPDiscover

4 2020: Managing a mosaic of services An IT service broker needs to shield the business from the complexity of managing it all. Confidence 100% 80% 60% 40% 20% Managing a mosaic of services Year IT execs expect to confidently manage business processes across services spanning data centers and public and private clouds 0%

5 What is driving IT to become a service broker? Agility Faster response to changing business and customer needs Information Applications Infrastructure Innovation Deliver competitive & service advantage Reduce cost Achieve better ROI & reduce IT costs through service provider & delivery optimization Traditional Private cloud Managed cloud Public cloud Mitigate risk Mitigate threat of business service failures and inability to comply with regulations Analysts predict enterprise cloud services will be used by 8 out of 10 of the Fortune 1,000 companies 5

6 And what are the challenges of managing multiple suppliers? IT is responsible for evaluating, designing, procuring, delivering, and managing IT services and resources on behalf of the business. IT must protect the business from the complexity of managing multiple suppliers: Inconsistent processes for onboarding and off-boarding Disparate management platforms Loss of visibility and control Unclear, inconsistent accountability Cost-inefficiency Need for ongoing integration Complex governance and alignment to business objectives 6

7 Different options to deal with the supplier sprawl Do nothing But the pace is unsustainable Limit the number of vendors you use And suffer vendor lock-in while missing out on best-in-breed technology innovations Let each responsible party select, contract with, and manage their own vendors, to the best of their ability And lose all semblance of consistency and control Transform IT into a service broker, utilizing a Service Integration and Management (SIAM) approach 7 Frost & Sullivan. Managing Vendor Sprawl: How SIAM Can Help You Gain Control. 2014

8 Reference architecture IT service broker: A new IT operating model Standalone Shared service Service integrator Service broker Legacy standalone Transform Shared service delivery Transform Hybrid service Open market delivery service delivery Transform Optimize Optimize Transform Optimize IT operating model Multi-supplier Optimize Process model Information model Technology integration Operational focus Low maturity Strategic focus High maturity 8

9 When processes expand across suppliers Business ATL Incident Escalation 1.9 Major Incident Handling IT (service integration layer) 1.1 Interaction Handling 1.11 Complaint Handling 1.2 Incident Logging & Assignment 1.8 Major Incident Confirmation Critical CPS/CDP 1.6 CPS or CDP Incident Investigation & Diagnosis 1.7 CPS or CDP Incident Resolution & Recovery 1.12 Tracking and Escalation Incident Record Alerts 1.10 Closure End Suppliers Standard 1.3 Standard Incident Acceptance 1.3 Standard Incident Investigation & Diagnosis 1.11 Task Management 1.5 Standard Incident Resolution & Recovery Example process flow across multiple vendors for Incident Management 9

10 IT must integrate and manage all services, no matter the source Business units Clear responsibilities and accountability Demand Service sourcing strategy CIO CIO Compliance and security Service assurance and quality? Services Visibility of the service portfolio Cost effective, predictable service usage Internal organization In-house applications Data centers Private cloud services Workplace services External suppliers Hosted services Outsourced services Cloud services Communication services 10

11 Service Integration and Management (SIAM): The operating model for multi-sourcing management Service consumption Service provider ecosystem as single entity towards business Service provider ecosystem Service demand Service brokering SI governance Lines of business Service integrator Demand & supply chain management Service delivery Service provision Service consumption Service orchestration Service operations Govern Plan Build Run SIAM operating model components Governance Obligations, policies and roles Operational processes Processes, goals and metrics Technology Integrated management tools 11

12 Ensuring service and supplier performance IT performance management and continuous service improvement Single source for reporting IT business performance information KPIs to measure supplier performance Performance data for benchmarking and decisionmaking 12

13 with a unified experience for enterprise employees Service Portal and Catalog Service Portal and Catalog Service Integration and Exchange Unified end-user service experience Consumer-oriented shopping experience Seamlessly integrated to internal and supplier services Hybrid fulfillment and service delivery: on-premise, off-premise (including cloud) Business-oriented service structure Traditional Private cloud Managed cloud Public cloud 13

14 Value From a cutting-edge service catalog to service lifecycle automation Manage the service lifecycle Transform the Service Catalog Single point of access for request Knowledge access Become a 21 st Century IT department Manage the total service experience Standardize on services Integrate with incident, request, problem, change Include supplier services Become a service provider Automate provisioning Integrate with other fulfillment engines Manage catalog lifecycle Integrate supplier fulfillment processes Become a service broker Capability 14

15 Car Insurance Contracting Car Insurance Order management Car Insurance provision management Car Insurance Professional Network management Car product development Mapfre online office General Insurance Contracting General Insurance Order management General Insurance provision management General Insurance Professional Network Management Customer Help Desk Enterprise online office Insurance broker External portals Insurance Banking Mapfre insurance network Health Orders Contracting & Management Health provision management Health Professional Network Management Enterprise and Family management Industrial Risk contracting Agricultural Risk management Credit and Guarantee contracting User Service Desk Internal portals Workplace management Industrial Risk order management Industrial Risk provision management Global Risk contracting & Order management Global Risk provision management Credit and Guarantee order management Credit and Guarantee provision management Industrial Risk product development Mapfre online office Life insurance network Life contracting Life order management Life provision Life product development Life technical processes Life Management Club Mapfre Medical centre management Mapfre Renting Health and Safety prevention services Multicentre Designing the service catalog Unified experience Consumer-oriented shopping experience Seamlessly integrated to internal and supplier services A menu of IT services A menu of services that business users understand Service map structure and scope aligned to business customers Defining the relationship between: Services and business functions/processes Services and business organization Services and customers/service consumers Service Map Service map Family Enterprise Group 4 4 Life CHANNEL SERVICES PRODUCT AND SERVICE MANAGEMENT BUSINESS PROCESS SUPPORT COMMON SERVICES Service Portal Service brochures 15

16 to transform IT into a service broker HP Propel Portal and Catalog HP Propel Portal HP Propel Service Exchange Internal IT Suppliers Line of business Cloud providers Supplier Governance Supplier on-boarding and off-boarding Service Orchestration Service Assurance Service Catalog strategy for multi-supplier integration Service Catalog strategy and design Service Catalog maturity 16

17 For more information Attend these sessions Tuesday, 1:00pm, RT3381, HP Propel on becoming an IT Service broker Thursday, 10:30pm, BB3334, Capabilities and technologies for the IT Service Broker Thursday, 12:00pm, BB3109, Regaining control of your IT Service lifecycle Thursday, 3:00pm, DF3582, Propel and Multi-Supplier Integration Services Visit these demos HP Propel: Connected Intelligence for IT as a Service Broker, DEMO4259 HP on HP: IT s Inside Story guru bar, DEMO3728 HP Software Services: Guru Bar, DEMO4274 After the event Contact your sales rep Visit the HP Propel website at hp.com/go/propel Visit the HP SIAM website at hp.com/go/siam 17 Your feedback is important to us. Please take a few minutes to complete the session survey.

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