Hybrid Itsm Frontrange Gartner Webcast 9519

7/30/2019 Hybrid Itsm Frontrange Gartner Webcast 9519

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2012 FrontRange. All rights reserved. Proprietary & Confidential. 1

Hybrid ITSMBecause having only oneoption isnt an option

Jarod Greene, Sr. Research Analyst, GartnerCraig Ledo, Sr. Director Product Marketing, FrontRange Solutions


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The Need for New Tools

IT infrastructure and operationsmanagement organizationstypically replace tools every5 years.

In the last 5 years, the totalsoftware revenue for IToperations management toolswas $70 billion.

In the next 5 years, ITorganizations will spend aforecast estimate of $100 billion.


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Evaluate Minisuites of Tools

IT Operations Management Tools

Network Fault Monitoring, Network Performance Mgmt., ECA,BLE, APM, Service-Level Reporting, Capacity Planning, BSM

SDM, CMDB, Server Provisioning, Network Configuration,Configuration Auditing

Workstation Virtualization, HVD, Mobile Device Mgmt.,PC App. Streaming, PCCLM, Application Virtualization

ITPA Tools, Jobs Scheduling, App. Release Automation,Workload Automation Broker

IT Service Desk, Release Governance, Service Request, ITAM,Self-Service Portal, Change Management

IT Service Portfolio, IT Service Catalog, IT Financial Mgmt.,Service Billing, Service Request Management

Backup/Restore, SAN Fabric, Storage Array, Storage Perform.and Provisioning, Business Continuity, Data Archiving

Availability & Performance

Configuration & Provisioning

End-User Mgmt.

IT Process Automation (ITPA)

IT Service Support Mgmt.

Service Portfolio Mgmt.

Storage Mgmt.

Virtualiz

ationandCloud

Management


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IT Service Management Challenges

5

IT service support has to modernize to account for changes in complexityof IT services and in business expectations.

Mobility

BYODAlways On

24/7 Support Required?

Social Networking

Mass CollaborationFeedback Mechanism

Collective Intelligence

Expertise Identification

Information

Big DataAdvanced Analytics

Context Aware

Cloud Computing

Flexibility in SourcingExpanded Business

Functionality


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IT Service Support Management Tools

Introducing IT Service Support Management Tools!

More focused on IT service support Tier 1 and Tier 2.

Tighter integration of functions that correlate with theactivities of the broader IT support organization.

Leverage a business view of the IT services.

Improves root cause isolation, issue resolution, andescalation accuracy.

Enhanced emphasis on mobility, social collaboration, andinformation analytics.

6


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IT Service Desk Tool Evolution

7

IT Service Desk

Looking at IndustryBest Practices

Formal Processes

Tiered Support

Consolidation/Standardization

IT Service SupportManagement Tools

Industry Best Practices inPlace

Day to Day ProcessesMature

Service SLAs

Process Automation

Systems Management ToolIntegration

Trusted Service Provider

Basic Ticketing

Reactive Culture

Ad-Hoc Processes

Low Customer Sat.


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Market Segmentation: I&O Maturity

9

Level 3 (proactive) is theminimum acceptable goal;otherwise, costs are too

high and quality and agilityare too low.

With nearly 500 complete self-assessments (and 500 on at leastone dimension), average I&O maturity is 2.25 on a scale of 5

0

10

20

30

40

50

60

0-Survival 1-Awareness 2-Committed 3-Proactive 4-Service-Aligned 5-BusinessPartner

People Process Technology Business Mgmt. Overall I&O Maturity


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Time and Effort Greater at 2, 3, and 4

10

Proactive

Service-Aligned

BusinessPartnership

Survival

Critical Success Factors:

Committed

Awareness

Res

ourcesandE

ffort

Time

Senior management commitment

Persistence and patience

Culture of continuous improvement

Staffing perform while transforming

Funding

New metrics

01

2

3

4

5


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ITSSM Tool Value Depends on Maturity

Unused

Tool

Unused

Tool

Unused

Tool

Unused

Tool

ITOMBreadth

Time to Maturity

SaaS License Cost Remains Steady

BusinessPartnership

5

Service-Aligned

4

Proactive

3

Awareness

1

Committed

2

Incident

Problem

Asset

ConfigurationManagement

Release

Change

ServiceRequest

SLAManagement

Incident

ServiceRequest

Problem

SLAManagement

Change


Asset

Release

ServicePortfolio

ServiceCatalog

ServicePortfolio

ServiceCatalog

Incident

ServiceRequest

Problem

Incident

ServiceRequest

Problem

SLAManagement

Change


Asset

Release

Incident

ServiceRequest

Problem

SLAManagement

Change



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Calculate the Total Cost of New Software

Software Licenses

Additional Software Costs

- Connectors, Admin Licenses,Staging/Testing environments

Hardware

- Servers, Backup, DR, Networking

Implementation Costs

- The cost of implementation to thecost of software is between .5:1 to2:1.

Cost of Shelfware Vendor Support and

Maintenance

- 18% to 22% of the discountedprice.

IT Administration andMaintenance Integrations

Upgrades

- Think major hardware and softwareupgrades every 2-3 years.

People Training

Process Re-engineering

Opportunity Costs

Replacement or Exit Costs

- Calculate how soon before this

product needs to be replaced. Vendor Management

- IT and procurement costs


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Don't Just Assume SaaS Is Cheaper

Software Costs

Potential SaaS charges for sandbox andtesting environments, storage and

reporting. Support and maintenance fees.

Potential SaaS licensing increases.

Vendor Management

Additional resources will be needed tomanage SaaS vendors.

Upgrade Costs

SaaS tool upgrades still require planningand testing resources.

Incorporate the cost of upgrading the on-premises tool every 2-3 years.

Implementation Costs

SaaS implementations will save 2-8weeks of implementation costs.

SaaS tools have to be configured at acost comparable to on-premises tools.

Administration Resources

Ongoing administration of SaaS and on-premises tools are comparable.

Include administration of infrastructure.

Infrastructure Costs

Include cost for servers, databases,storage, networking, DR, staging, etc.

Calculate the cost of upgrading thisinfrastructure hardware.

SaaS model tools can be 1/4 to 1/2 the cost of a comparable perpetual

tool in the first year. However, in subsequent years, the cost of SaaSmay actually surpass the perpetual model.


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Break Even Point for Software Licenses

14


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SaaS Accelerates Useful Lifecycle

15

Perpetual License Model

Capital Budget

High Initial Outlay

Additional ITSM Tools Available

Pay Maintenance & Support Ongoing

Customer Responsible forInfrastructure HW and SW Upgrades

Average 5-Year Useful Life Cycle

Software as a Service Model

Operational Budget

Low Costs in First Few Years

Additional ITSM Tools Included

Maintenance & Support Included

Vendor Primarily Responsible forInfrastructure HW and SW Upgrades

Average 3-Year Contract Term

What is the expected useful life timeline for thenew service desk tool suite?

Work to understand YOUR specific costs of the variousmodels over the life cycle of the tool


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Recommendations

Determine your IT I&O Maturity Level Develop a systematic, prioritized road map for

continual and long term IT I&O improvement

Make a coordinated ITSD or ITSSM tool decisionthat relates to your IT I&O Maturity Level.

Weigh the advantages and disadvantages ofperpetual vs. SaaS when choosing a new tool.

Build a 5 Year TCO analysis of perpetual vs.SaaS licensing models.

16


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An Overview of FrontRange

Craig LedoSenior Director, Product Marketing


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Customers

Headquarters

Company

Product

Global leader in Hybrid IT Service Management (ITSM) solutions

20+ years of technology leadership

HEAT manages millions of service interactions a day for morethan 15,000 leading organizations of all sizes around the world

Based in Silicon Valley, CA Offices and partners in 45+ countries worldwide

Only ITSM provider that delivers Service Management solutionswith fully integrated Voice Automation and Client Management

capabilities on-premise and in the cloud

FrontRange At A Glance


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Sample Customers
http://images.google.co.uk/imgres?imgurl=http://gis.co.sarasota.fl.us/images/SCG_logo_rgb_print_small.gif&imgrefurl=http://gis.co.sarasota.fl.us/data_download_page.asp&h=185&w=600&sz=25&hl=en&start=14&tbnid=wV-tuvS81YJO2M:&tbnh=42&tbnw=135&prev=/images?q=sarasota+county+logo+us&svnum=10&hl=en&lr=&sa=Ghttp://www.google.com.au/imgres?imgurl=http://www.cskills.org/uploads/laing_tcm17-13869.jpg&imgrefurl=http://www.cskills.org/newsandevents/news/apprenticeship-plus.aspx&usg=__TUicdYUx2Y5KLpZ8wjn5OzaaT9U=&h=150&w=150&sz=6&hl=en&start=2&um=1&itbs=1&tbnid=nB4xClGlgvF_QM:&tbnh=96&tbnw=96&prev=/images?q=lang+o%27rourke+logo&um=1&hl=en&tbs=isch:1http://www.orange.co.uk/?linkfrom=%3C!--linkfromvariable--%3E&link=header_logohttp://images.google.co.uk/imgres?imgurl=http://www.ceu.cz/EMAS/img/Clanky/Goteborg_University.jpg&imgrefurl=http://www.ceu.cz/EMAS/Clanky/Univerzita_v_Goteborgu.html&h=56&w=150&sz=3&hl=en&start=8&tbnid=m8LlFrHDrDFgBM:&tbnh=33&tbnw=90&prev=/images?q=goteborg+university+logo&svnum=10&hl=en&lr=&sa=Xhttp://www.archant.co.uk/index.aspxhttp://images.google.co.uk/imgres?imgurl=http://upload.wikimedia.org/wikipedia/en/thumb/7/7a/Disa_logo.jpg/120px-Disa_logo.jpg&imgrefurl=http://en.wikipedia.org/wiki/Category:United_States_military_images&h=117&w=120&sz=12&hl=en&start=3&tbnid=TPohUp10eyeI-M:&tbnh=86&tbnw=88&prev=/images?q=DISA+logo+US&svnum=10&hl=en&lr=http://www.google.com.au/imgres?imgurl=http://www.australianunityinvestments.com.au/Style%20Library/AustralianUnity/img/logo_australian_unity.gif&imgrefurl=http://www.australianunityinvestments.com.au/&usg=__yp8PkEcsY8b_kA6k64Q4CpIVEWY=&h=70&w=155&sz=3&hl=en&start=4&um=1&itbs=1&tbnid=_PixUgh4IGdktM:&tbnh=44&tbnw=97&prev=/images?q=australian+unity+logo&um=1&hl=en&sa=N&tbs=isch:1


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HEAT Service ManagementPlatform


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HEAT Integrated ITSM Solution

Client Management:

Software Deployment

Software Packaging

Process Automation

Compliance Enforcement

OS Deployment & Migration

Patch Management

Software Updates & Re-visioning

IT Audit & Inventory Management

Mobile Device Management

Server Management License Management

Remote Control

Virtualization Management

Service Management:

Incident Management

Request Management

Problem Management

Change Management

Release Management

Service Level Management

Configuration Management

Knowledge Management

Self Service

Mobile Field Service Inventory Discovery

Visualization Mapping

Workflow & Voice Automation


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HEAT ITSM Process Lifecycle

HEAT Cloud

Hybrid


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VALUE

TIME

LEVEL 1: Basic

LEVEL 2: Intermediate

LEVEL 3 - 5: Advanced

Help Desk & Ticket Managementsolutions built for cloud or on-premise

Service & Client Management solutionsincluding: Self Service & Service Catalog,Discovery and Infrastructure Control

Integrated Service & Client Managementsolutions including: Workflow basedplatform, Voice Automation, and Desktopand Server Management

HEAT Solutions for Each Stage ofITSM Maturity


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The HEAT ITSM Solution Difference

Standardize on single service management solution with fit-for-purpose cloud and on-premise deployment models

Allows for the use of both operating and capital expensebudgets (including a hybrid option that leverages both)

Most advanced ITSM solution in the world with fullyintegrated voice-enabled capabilities

Enhances efficiency and reduces service resolution costs byup to 70%

End-to-end, integrated client management capabilitiesenables the standardization of business processes

Improves the mean time to repair (MTTR) by up to 75%

FLEXIBLE

ADVANCED

COMPLETE


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95%

70%80% 85%75%

Business Value

Reduces IT CostsImproves Service Quality

and Compliance

80%

Reducedservice

desk callvolume byup to 80%

Reduced

time spenton

applicationdeployment

by up to95%

Reduceddowntime

due tounplanned

orunapprovedchanges byup to 75%

Reduced

total costof

ownership(TCO)

costs by upto 70%

Reducednumberof status

callsreceivedby up to

80%

Reducedtrouble-shootingefforts byup to 85%

Maximizes OperationalEfficiencies


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Summary

Next generation solutions must allow for: Cloud and on-premise deployment models

Provide for every stage of ITSM maturity

Bridge the service / client management divide

Allow for deployment outside of traditional IT

Why HEAT from FrontRange? Global leader in Hybrid ITSM solutions for enterprises of all

sizes

Only ITSM provider that delivers Service Management withfully integrated Voice Automation and Client Management

HEAT is the most flexible, advanced and complete ITSMsolution that fits every phase of the ITSM Maturity Model

HEAT manages millions of service interactions a day formore than 15,000 leading organizations around the world

Our customers deliver world-class service while maximizingoperational efficiencies with reduced cost and complexity


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An Overview of FrontRange


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2012 F tR All i ht d P i t & C fid ti l 28

For more information: Visit Us at: www.frontragne.com.
http://www.frontragne.com/http://www.frontragne.com/

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Hybrid Itsm Frontrange Gartner Webcast 9519

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