Big Data as an enabler of strategic services

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Big data as an enabler for strategic services Stuart Rance, Angela Chin / June 12, 2013

@StuartRance

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 3

My background

Title

HP Global Consulting Strategist

IT industry experience • Global service portfolio management for big data,

cloud, and service management

• IT Service management consulting

• Mission critical service consulting

• Accredited ITIL® trainer

Professional information • HP service management profession past global lead

• Chinese translation of the ITIL V3 books and exams

• ITIL® V2 Service Manager and ITIL®V3 Expert Certified,

Years at HP

18

Current responsibilities • Big data service global portfolio management

• Service management consulting

• HP service manage profession leadership

Name: Angela Chin

E-mail: [email protected]


My background

Title

TS Consulting Strategist

IT industry experience • Hardware, software and systems support

• IT Service management consulting

• Information security consulting

• Portfolio lead for strategic service management

Professional information • Fellow in service management at prISM

• Fellow at BCS, the Chartered Institute for IT

• Author of ITIL Service Transition

Years at HP

33

Current responsibilities • Consulting, training and portfolio development

• Customer facing and HP internal

• Big data, service management and information security management

• Global lead for HP service management profession

• Senior examiner for ITIL

Name: Stuart Rance

E-mail: [email protected]


Agenda

How does IT create value for the business?

How can your business create value using big data?

What should IT be talking to the business about?

What data do you already have?

What data could you obtain?

How do other organizations use big data to create value?

How can you prioritize all these opportunities?



IT organizations do NOT create value by • Managing servers, storage and networks

• Logging, resolving and closing incidents

• Developing, deploying and managing applications

We spend much of our time doing these things • But the business that funds our activities really doesn’t care about them

The business would be very happy if • The technology didn’t need any management

• Incidents didn’t happen

• Applications didn’t need any effort to create and manage



Data Server Application Network End user

computing Customer



Data Server Application Network End user

computing Customer

Money spent

Value added

Value realized



The Business

Business unit Business unit

IT

IT unit IT unit IT unit IT unit

External customer External customer External customer



The business

Business unit Business unit

IT

IT unit IT unit IT unit IT unit

External customer External customer External customer

Money spent

Value Added?

Value realized


How can you create value using big data?

Data

Information

Knowledge

Wisdom


Two views of big data

IT sees big data as just more infrastructure

Marketers, analysts, are hungry to explore Big Data for business value

If necessary, they’ll look for resources beyond IT

“When we talk to the IT infrastructure team about big data, most of them say, ‘It’s not really a focus for us.’ When we speak to the business team, they say, ‘Oh, big data is huge.’ So there is kind of disconnect.” – Simon Robinson (451 Research), interview in MIT Sloan Management Review, June 7, 2012


Variety Data formats

Voracity Consumption & processing

What does big data look like to IT?

Volume Data scale

Velocity Speed & direction

Capture

Backup & restoration

Storage

Protection

Retention

Archival

Destruction

Movement

Governance

Analytics


What does big data look like to the business?

Greater understanding of customers and markets

Faster time to exploit opportunities

Ability to create completely new business opportunities

Increased productivity


If you discuss how big data can create value for your business, you may find that they suddenly have a much better perception of the value of IT.

How can you create value using big data?

IT cannot do this separately from the business

The business will have a greater understanding of their strategy and priorities

The business cannot do this separately from IT

IT has a greater understanding of the technology and what it can do

Your big data project must involve IT and the business from the start

Create a team to investigate how big data could create value

Include stakeholders from multiple business units as well as from IT


What should IT be talking to the business about? What data do you already have?


How do other organizations create value with big data?


What should IT be talking to the business about? What data do you already have?

Data may be collected by different groups for different purposes

Data may be stored in many different places and formats

The business may collect data that IT knows nothing about

IT may know about data that the business doesn’t realize they could use

There is usually no catalog or tool to help you understand what data you own

You may want to create a data catalog to maintain this information for the future

There may be transient data that you discard without realising its value

Understanding what data you have may trigger ideas about how it can create value




This is your opportunity to be creative

Could you use sensors or video?

To get data about movement of people / things

Could you collect data from customers?

How do they use your products and services?

What new products or services would they like?

Could you collect data from suppliers?

To learn more about your business supply chain

Be creative. What additional data could you collect?




Understanding variability in customers and markets

Experimenting with different products, services, or marketing

Automating decisions

Providing increased transparency and accountability



Examples from different industries

“You may also want…” messages for online shoppers

Personalized medicines in the healthcare industry

Targeted employment intervention in the public sector

Targeted political advertisement based on segmented demographics

Understanding variability in customers and markets

Could your business offer differentiated products or services to different market segments?




Evidence based treatments in the healthcare industry

Effect of physical product placement in a supermarket

Soliciting customer input to design in manufacturing industry

Trialing multiple versions of retail products

Experimenting with different products, services or marketing

And collecting detailed data to help understand how effective these are




Optimizing the supply chain in the retail sector

Fraud analysis in financial services

Use of sensor data to automate energy production


To provide more consistent and faster responses to changing conditions




Performance dashboards in the public sector

Regulatory and compliance support in the finance and pharmaceutical industries

Tracking system for delivery services providing data to end customers

Providing increased transparency and accountability

By showing who has made what decisions, and what impact these have had


How can you prioritize all these opportunities?

There may be lots of different opportunities for investment

How are you and the business going to decide which big data opportunities to invest in?

What about all the other things that you are also considering?

What is a service portfolio?

A service portfolio is much more than a list of services

It is a description of services in terms of business value

It is a tool to help you understand and compare services

It includes current services, planned services and retired services

It helps you to make the right decisions about future investments


How to create a service portfolio

Understand business outcomes

Review existing services

Prioritize portfolio changes

Document portfolio

Build business cases


In conclusion

IT Business Understanding variability

Experimenting


Increased transparency

Data analytics and service design

VALUE

Business strategy

Big data refinery

Variety

Velocity

Volume

Voracity


“The gap between organizations that achieve benefits from big data …and those that struggle...will widen. Successful organizations will target big data projects at delivering big business impact .” Forrester Research, Inc. “Big Data Adoption Trends In Asia Pacific: 2013 to 2014” January 23, 2013


For more information

Attend these sessions

TB2685 - Intelligent Data Center Infrastructure

BB2092 - The top four CIO priorities and 12 ways to help your CIO sleep better at night

TB2686 – Hadoop within the data center of the future

BB2711 - Big Data: Hadoop in the real world

Visit these demos

Big Data Transformation Experience Workshop - Bassano Room 2701

After the event

• Contact your sales rep

• Visit the HP Transforming IT blog at http://h30507.www3.hp.com/t5/Transforming-IT-Blog/bg-p/transforming-it

• Follow Stuart on twitter @StuartRance

Your feedback is important to us. Please take a few minutes to complete the session survey.

http://h30507.www3.hp.com/t5/Transforming-IT-Blog/bg-p/transforming-it












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Big Data as an enabler of strategic services

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