hp's vision for an integrated it service portfolio management
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© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Change the game: IT SPM for the Agile Enterprise Kevin Leslie
Service and Portfolio Management Director,
HP Software, EMEA.
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SPM: Simplify the Management of IT Services
Strategy to Portfolio
Requirement to Deploy
Request to Fulfill
Detect to Correct
Strategy, Planning & Governance
Application Lifecycle Management
IT Service Management
Business Service Management
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Customer Ecosystem
Lines of Business
External Suppliers
Soci
al C
omm
unit
ies
IT IT
Hosted Services
Cloud Services
Outsourced Services
Communication Services
Human Resources
Multi-Supplier Integration
Hybrid Delivery – On-Premise & Cloud
Central IT
IT Operations CIO Office PMO /Agile Helpdesk
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The Five most common business requests this drives:
1. Self Service/Collaboration/mobility – enhanced end-user experience
2. Managing Suppliers and the Application Portfolio
3. Software Asset Management – compliance and reducing cost.
4. Reap the benefits of the Cloud.
5. Support of Agile Project Management – with PMO governance
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BUT what are the Four catalysts for investment?:
1. End of life of the IT tooling.
2. Efficient IT – an audit of processes. Benchmark of agility and cost.
3. Change in the IT supplier.
4. Need to reduce cost.
Enhanced end-user experience Self-Service Service Cataog Collaboration Mobility
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Tablet Support
Service Manager Self-Service
Project & Portfolio Management
Tablet Support for SRC and PPM
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Smartphones Mini Apps
Project & Portfolio Management Apps
Service Manager Apps
Use Case Focused Smartphone Apps
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Social Self-Service
Simple Search, Social, Contextual Feeds (Knowledge, News, Incidents, …)
Managing Suppliers and the Application Portfolio
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Service Provider Governance Supplier Relationship Management | Provider On-boarding | Supplier Management
Service Design Availability | Capacity Service Continuity | Access Management
Service Operations Operations Management | Event Management | Metrics Management
Enabling an effective and mature service integration capability
HP Service Integration and Management (SIAM)
Retained strategic capabilities to interface with lines of business and to manage the service lifecycle
Tactical capabilities for cohesive service delivery across service providers
Operational capabilities for technical excellence in coordinating issues and activities across service providers
Demand & Supply Chain Management
Service Orchestration
Operational Integration
Demand Management
Portfolio Management
Strategy & Goal Alignment
Business Service Management
Financial Management
Business Relationship Management
Service Integrator Governance
Service Architecture
Service Transition
Service Asset & Configuration Management
Self Service Management & Global Support
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GOAS – Transform a UK Ministry end-to-end logistics support chain to drive a high
performing schedule-driven logistics program
– Increase overall efficiency while reducing costs
SOLUTION – Streamline and rationalize >50 separate supplier contracts
– Integrate approximately 250 applications from suppliers
– HP IT Performance Suite to automate and govern SIAM processes
– HP Software Professional Services for strategy & implementation
RESULTS – Reduction of defects and improved customer satisfaction
– Reduced complexity and optimization of service effort and costs
– Cost-effective compliance with regulatory & industry requirements
– Increased transparency for unambiguous issue escalation
SIAM case study
Logistics contract
Software Asset Management – compliance and reducing cost
SAM self service for End User @ SAP Julien Kuijper – SAP IT Manager Asset and License Management April 2013
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SAM Maturity levels for Asset Type “Client SW”
Seemingly randomly
Reactive
Proactive
Managed Optimized
• Incoherent data • Incomplete
processes & supporting tools
• Synchronized SW asset inventory • Manual aligning of SW assets / entitlements
• Target compliance • Managed inventory • Processes, • SW Asset / supporting
tools are operational
• Automated SAM (cost, lifecycle, usage ..)
• SW Asset are linked to contracts
• SW Assets are measured, and reported
• Full cost control • Automated &
continuous optimization of usage for all asset types
Supporting Tools
Team
Procedures
Process
Level 1
Level 2
Level 3
Level 4
Level 5 SAM Maturity levels
(Works for any Asset Types)
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Recipe for compliance
Self Service via SCI
Software Compliance Campaigns
Supporting Tools
Team
Procedures
Process
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Figures and potential cost avoidance examples
Installation with PO: Money spent “correctly” Installation w/o PO: To be spent (compliance) OR reduced by SCI PO w/o installation: Potential for cost avoidance by usage of SCI Potential savings: Saving if SCI is used to Reduce the installation w/o PO and Licenses un-installed are sent back
True Up this
Not this
For SW title 1
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Universal Discovery for ORACLE Licensing
ü An Oracle-verified solution for collecting and summarizing license information about Oracle Databases (version 8+)
ü Co-developed by Oracle License Management Services (LMS) and
HP Software.
ü A unique solution that enables the rapid and non-intrusive collection of information required to maintain compliance.
ü Accelerates license review engagements by having an Oracle license audit report at hand in advance of a formal audit.
Reap the benefits of the Cloud.
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ITSM as a Service
Easy to evaluate (sandbox) Quick to deploy (30 days for LOB) Establishing the production system
Simple administration and configuration – doesn’t need an advanced degree
Ease to use & just works Allows users to do their jobs - the way they want to work
Straightforward on going maintenance Simple upgrades More frequent upgrades and easy to stay current
Cost benefits - especially in years 1-3 Reduced capital expenses and associated administration
Scaleable Secure Data separation
Disaster proof Total Solution Delivered Service Management Lifecycle solutions integrations
Process consulting and industry best practices
World-wide presence and delivery capabilities
Meeting Customer Expectations
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HP Service Anywhere
Codeless Configuration - Simple and powerful tailoring suite Form, table and task editor
Process Designer
Simplified processes with HP best practices Service Desk
Incident Management
Problem Management
Change Management
Configuration Management
Social Collaboration Multiple sessions with multiple incidents and interactions
Self-service portal Self Service Ticketing
Simplified access administration Centralized user and role administration
Authentication against customer LDAP
Decreased on-boarding with user data from customer’s LDAP
User data caching for improved performance
Integrations Web services, email, and Connect-It
Data and config upload and download Data upload of Locations, organizations, groups, user & CIs
Utilities to move customizations between SaaS systems
Automatic regular updates 3-4 automatically deployed updates per year Customer configurations untouched
99.9% availability guarantee
Key features for the first release
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HP Service Anywhere Solves extended Business Needs
Win-win between business & IT SaaS service desk integrates with central IT
IT continues to control integration, data security and governance
Line of Business, Satellite Organizations, Remote Sites
Central IT HP Service Manager
Remote Site
LoB
Support of Agile Project Management – with PMO governance
“Over 40% of companies have adopted Agile...” “...but less than 20% have scaled Agile across the Enterprise ” - Forrester Research, Inc.
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53% of organizations do Agile and Waterfall
“Water-Scrum-fall is the reality of agile” Dave West – SD Times
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Problem
Problem
How to Managing a hybrid mode of both Agile and
traditional lifecycle methods
How to Support dozens of fast-paced projects without losing track of the big
picture? How to effectively controls over the
entire organization to reduce the risk
and improve agility
Agile frameworks are rapidly gaining popularity among software developers . The challenge—supporting dozens of fast-paced projects without losing track of the big picture—aligning IT with business objectives.
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Agile Project Management
• Intuitive Web 2.0 friendly user Interface
• Management of Backlogs, User Stories & Defects
• SaaS solution immediately available
• Analytic view of development
• Integration with Eclipse and Visual Studio
• Comprehensive traceability between releases, users stories, code and tests
• Intuitive and immediate learning
• Consolidation of agile projects in the unified project portfolio across synchronization with HP PPM
HP Agile Manager completes traditional project management
Features Benefits
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How? With HP PPM and Agile Manager • Capture all demand
• Prioritize against value, strategy and available resources
• Assign resources/tasks, efficiently execute the project
• Combine all project elements into executive status dashboards
• Assess/reprioritize/finalize project
“Integration of HP PPM with Agile Manager means more value out of our investments” Source: CTO, Small Business Professional Services Company - TechValidate
1. End of life of the IT tooling. 2. Efficient IT – an audit of processes. Benchmark of agility and cost. 3. Change in the IT supplier. 4. Need to reduce cost.
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Gartner: Over 80% of IT Service Desk organizations self-assess with an overall maturity of 2 or less (using Gartner’s 5 point scale)
ITSM Customer Maturity
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0-Non-Existent
1-Ad Hoc
2-Repeatable
3-Defined
4-Measured
5-Optimized
Incident
Change
Service Request
Problem
Event
Release
Configuration
Financial
Asset
Service Continuity
Knowledge
Business Relationship
Service Level
Supplier
Availability
Capacity
Strategy
Service Portfolio
Demand
Forrester 2012 ITSM Survey O
ppor
tuni
ty
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Turning ideas into outcomes with HP Software
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Efficient self-service operations
Powered by the HP IT Performance Suite
• HP Service & Portfolio Management
IT performance
• Decrease in IT complexity
• Massive efficiencies with 11,000 IT engineers and 250,000 users of the self-service portal
• Service-centric culture aligned with the business
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MATURITY ASSESSMENT – (Gartner consultancy) — Russian Railways in before program — Median data on WW companies — Russian Railways after program
Assessment used CobiT Online database, WW companies with revenue > 5B USD or employees number > 15,000 were selected.
PO4 Define the IT Processes, Organisation and Relationships
AI6 Manage Changes
DS1 Define and Manage Service Levels
DS8 Manage Service Desk and Incidents
DS9 Manage the Configuration
DS10 Manage Problems
DS13 Manage Operations
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The Five most common business requests this drives:
1. Self Service/Collaboration/mobility – enhanced end-user experience
2. Managing Suppliers and the Application Portfolio
3. Software Asset Management – compliance and reducing cost.
4. Reap the benefits of the Cloud.
5. Support of Agile Project Management – with PMO governance
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Before the game changes on you.
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Change the game … Before the game changes on you.
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