IT's next top (operational) model: IT Service Broker

HP Software: Apps meet Ops 2015 IT's next top (operational) model: IT Service Broker HP Propel Marco Sangiorgio/ April 2 nd, 2015

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 2

End Users and IT are in conflict Which portal do I have to use to get a new service? Where do I order cloud services? Who can I reach out to for advise and answers? Where is my app? How can I deliver a helpful and engaging experience? Can I automate the fulfillment easily? How to integrate multiple suppliers without losing control? How do I deliver mobile access? 3

The consequences for IT are dramatic IT experience does not keep up with the consumerization Slow service delivery inhibits innovation at business pace Price performance is not competitive 4

Companies that did it right E.ON and HP IT Increased business agility Before HP Propel 50 catalogs 1300 services Distributed Localized, LOB-specific IT Accelerated service delivery Reduction in operational expenditures 38% Reduction in data center footprint 50% After HP Propel Reduction in SaaS deployment times 1 portal 1 catalog <1000 services Service-oriented Multi-supplier IT Before After 90 min 3 weeks We see ourselves becoming an IT services broker, where we have to manage services across a hybrid environment, which includes traditional IT, private cloud and potentially public cloud. - Larry Wong, director of engineering, HP IT 5 https://www.youtube.com/watch?v=eg4mgmoj5ig

It s about how become IT service broker Identify the goals for the IT service catalog project, ensuring that those goals focus on benefiting business users, rather than IT users IT service catalogs simplify the service request process for customers and improve customer satisfaction by presenting a single face of IT to the customer for all types of IT interactions, including incident logging, change requests, employee onboarding, service requests, cloud provisioning requests, project requests and new application requests - Critical Capabilities for IT Service Catalog Tools, Gartner, 2014 6 The Copyright information 2014 contained Hewlett-Packard herein is Development subject to change Company, without L.P. notice.

What is a Service Broker? A service broker aggregates, selects, contracts and governs services across IT and from multiple service providers. 7

8 How many suppliers does the average IT department have?

Example Onboarding a new consultant HP IT Service Catalog EMAIL MANAGED MOBILITY PC HARDWARE REMOTE ACCESS PRINTING Retained IT Services Supplier Services OFFICE PHONE ACTIVKEY CHARGE CARD BUSINESS APPS BUSINESS APPS 9

By 2018, $1 of every $5 spent on packaged software will be consumed via the cloud. 10,9% 20,0% 2014 2018 10 IDC. Worldwide SaaS and Cloud Software 2014 2018 Forecast and 2013 Vendor Shares. July 2014.

The Build or Buy decision Line of Business? 35% Price Time-to-market Cloud/SaaS Providers Compliance? 65% IT Competitive Advantage 38% of the Line of Business decision-makers turn to shadow IT because IT is too slow or cumbersome 3 3 Frost & Sullivan. The New IT: Managing and Delivering Services in a Multi-Vendor Environment. 2013. 11

Supplier sprawl expanding exponentially LoB LoB Lines of LoB Business LoB LoB Contract Contract Contract? Contract Request Request Request? Request Incident Incident Subscription? Incident SLAs SLAs Incident? SLAs Compliance Compliance SLAs? Compliance Security Security Compliance? Security Security? Lines of Business departments are managing the relationship with suppliers on their own Cloud/SaaS Providers 12

IT must regain control over all service suppliers LoB LoB Lines of LoB Business LoB LoB X Cloud/SaaS Providers IT Retained IT Services Service Catalog Supplier Services Contract Request Subscription Incident SLAs Compliance Security 13

How many service catalogs? 14

71% of IT organizations have Catalog Sprawl 15

HP Propel A single user experience and IT service brokerage for 100% of your apps and services A single user experience Open service exchange Aggregated catalog Case exchange Aggregated knowledge Jumpstart 16

HP Propel Difference Provides a single user experience, easy integrations and quick onboarding of multiple services providers for Service Brokers." 1 Consumer experience with extendable portal framework 2 Single aggregated catalog with delivery orchestration 3 Open service exchange for multi vendor and supplier environment 17

Consumer Experience with Extendable Portal Framework 1 1 Single Sign On: extendable IDM services to integrate and aggregate to existing systems. 2 Themes: Create, modify, utilize user experience packages onthe-fly. 3 App Services: Create custom widgets/ui wrappers to publish new capabilities quickly for end users. 18 Capturing 100% demand

Single Aggregated Catalog with Delivery Orchestration 2 HP SM HP CSA 3 rd Party Business Consumers HP Propel Portal & Catalog Service Exchange (SX) Source Systems 1 2 3 4 Single Consumption Experience across ITSM and Cloud Services. Aggregate Catalogs including validation and access instead of heavy lift migration/consolidation. Smart routing through SX of services request fulfillment from portal to underlying systems. Evolve Smartly by having the option to allow management of offerings in the underlying systems. 19

Catalog Consolidation vs. Aggregation Lessons learned Catalog Consolidation 2 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. 20

Catalog Consolidation vs. Aggregation HP Propel Catalog Aggregation 2 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. 21 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: https://www.dropbox.com/help/7/en

Open Service Exchange Agility in selecting best providers Plug-and-play: Integrate once use everywhere Fast onboarding of new suppliers Orchestrated delivery: routing service requests from Portal to fulfillment system Request to fulfill via service exchange Divorce request from fulfillment Route service request from portal to underlying fulfilment system HP Propel Service Portal & Catalog Service Exchange Orchestration HP Propel Service Message Broker Portal & Catalog Adapter Traditional Private Cloud Managed Cloud Public Cloud 23

Case Exchange Before 3 HP IT management orchestration in multisupplier environments Replace point-to-point integrations by Plug-and-play service orchestration message bus for HP and 3 rd party products A standard approach to exchanging service artifacts (eg. incidents) across IT systems (eg. Service desk) Integrations out-of-the-box HP Service Manager, Service Anywhere, CSA JIRA Bugzilla SDK for custom integrations http://youtu.be/svpksst4o-w After SX Adapter HP 3 rd party 3 rd party SX Adapter HP HP Propel Service Exchange SX Adapter SX Adapter HP 3 rd Party 3 rd Party 24

HP Propel Jumpstart Propel-enabled web-app generator Rapid development of web apps which are run in Portal widgets Web-apps contain both server and UI Based on modular services (MCSV) Ubiquitous service aggregation Hybrid consumption of services 25

Let s Demo 26

HP Software: Apps meet Ops 2015 Thank you