The Future of IT Service Catalog: Beyond Request and Fulfill October 16, 2014

Transcription

1 The Future of IT Service Catalog: Beyond Request and Fulfill October 16, 2014 Copyright 2014 Vivit Worldwide Copyright 2014 Vivit Worldwide

2 Brought to you by Copyright 2014 Vivit Worldwide

3 Hosted by Laura Walker Vivit Chapter/SIG Leader Vivit Director Chapters & SIG Chair Copyright 2014 Vivit Worldwide

4 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

5 Housekeeping This LIVE session is being recorded Recordings are available to all Vivit members Session Q&A: Please type questions in the Questions Pane Copyright 2014 Vivit Worldwide

6 Webinar Control Panel Toggle View Window between Full screen/window mode. Questions Copyright 2014 Vivit Worldwide

7 The future of IT service Catalog Beyond request and fulfill Vesna Soraic, Michael Pott and Michael Yang / October 16, 2014

8 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

9 Decentralization of IT Software audits Standardization BYOD Public cloud Compliance Trends IT Service Management is changing... Service levels Mobility SaaS Big data Self-service Private cloud Consumerization of IT Multiple suppliers

10 Service Management disruption A new set of end-users expectations End users turning to alternatives for service & support 15% of information workers are satisfied with their technology departments understanding of their needs. 1 Building Digital Workspace Delivery Systems to Give Employees The Right Tools for their Job, Forrester, April 17, 2014 Increasing line of business influence and control By 2016, 80% of new IT-investments will directly involve Line-of-Business executives 2 Frost & Sullivan 2013 Cloud User Survey IT governance undermined Over 35% of cloud spending outside of IT s control 3 IDC Worldwide Outsourcing Services 2014 Top 10 Predictions

11 Why care about a service catalog at all? IT organizations are transforming to become service brokers IT service management Cloud management Request management IT service catalog IT service broker Cloud management & automation Virtualization management Got to have it now Traditional IT Software defined datacenter Private Public Optimize resources

12 What is a service catalog? The Service Portal The Service Catalog Live Services Planned Services Service Portfolio Retired Services

13 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

14 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 A one stop shop for all IT services with an aggregated, and integrated catalog An open plug-and-play service exchange platform to enable IT service brokerage

15 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

16 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

17 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 Service offering Consumer expectation easy $ IT experience does not keep up with the consumerization

18 New reality too many options Don t leave it to the LOB - IT should select, manage and offer external services SaaS PaaS IaaS

19 A portal and catalog are the most visible part of ITSM Therefore offer a single portal and catalog IaaS Catalog PaaS Service Exchange SaaS Traditional / on-premise Private cloud Single Portal Managed services

20 HP Propel A single user experience and IT service brokerage Engaging portal Knowledge management Aggregated catalog Open Service Exchange Available in both on-premise and managed service delivery options. SaaS coming soon

21 Key differentiators Single portal: A single IT experience and one-stop shop for all services Portal Increased user satisfaction Support Catalog Knowledge IT services Single, aggregated catalog: Orchestrated service delivery Superior delivery speed & agility Open Service Exchange: Brokering services and suppliers for Best suppliers at the best cost

22 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.

23 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. 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 Source:

24 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

25 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

26 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

27 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

28 Next steps Visit: 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: 4. Contact us and request demo! michael.yang@hp.com vesna@hp.com michael.pott@hp.com adele.wilcox@hp.com

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