Ian Aitchison

ITSM Product Director, LANDesk Software

@IanAitchison

Approaching the Event Horizon

Putting Big Concepts Together for better ITSM

Are We Running Out of INTERNET?

4 http://www.worldipv6launch.org/infographic/

NO It’s Very Big Internet

http://www.slideshare.net/CiscoIBSG/internet-of-things-8470978

It’s Getting Bigger

2017, there will be 3.6 billion global Internet users,

up from 2.3 billion global Internet users in 2012

By 2017, average global broadband speed will grow 3.5-fold,

from 11.3 Mbps (2012) to 39 Mbps (2017)

By 2017, global IP traffic will reach an annual run

rate of 1.4 zettabytes, up from 523 exabytes in

2012

http://www.cisco.com/en/US/netsol/ns827/networking_solutions_sub_solution.html#~forecast

Trivia Bytes(8 Bits)

Kilobyte (1000 Bytes)

Megabyte (1 000 000 Bytes)

Gigabyte (1 000 000 000 Bytes)

Terabyte (1 000 000 000 000 Bytes)

Petabyte (1 000 000 000 000 000 Bytes)

Exabyte (1 000 000 000 000 000 000 Bytes)

Zettabyte (1 000 000 000 000 000 000 000 Bytes)

Yottabyte (1 000 000 000 000 000 000 000 000 Bytes)

Xenottabyte (1 000 000 000 000 000 000 000 000 000 Bytes) Shilentnobyte (1 000 000 000 000 000 000 000 000 000 000 Bytes)

Domegemegrottebyte (1 000 000 000 000 000 000 000 000 000 000 000 Bytes)

5 Exabytes: All words

ever spoken by

human beings.

On April 12, 2013, Fox News

published a story indicating that

the new NSA Data Center south of

Salt Lake City, UT, will be able to

contain up to 5 zettabytes of data,

"according to some reports”.

Question : Who is a YottaByte named after

http://mozy.com/blog/misc/how-much-is-a-petabyte/

Bill Gates, 1981

http://www.buzzfeed.com/awesomer/how-big-is-a-yottabyte

“640K [Kilobytes] ought to be enough for anybody.”

Two Important Words

Per

Annum

Where is the growth?

http://blogs.cisco.com/diversity/the-internet-of-things-infographic/

What is Taking All Usage?

2012 12 billion networked devices in 2012

2017 19 billion networked devices globally

2012 Average household 4.7 connected devices

2017 Average rises to 7.1 connected devices

Non-Geek Disclosure : laptop (1), NAS, modem, router, printer, sonos, phone-to-ip

extender, appletv, PVR, internet-connected TV, ipad (2), iphone (2), kindle.

2017

Nearly half of total IP traffic will originate with non-PC devices (including tablets,

smartphones, and televisions)

http://www.cisco.com/en/US/netsol/ns827/networking_solutions_sub_solution.html#~forecast

Twine

And the REACH is Growing

Massively Interconnected Internet of Devices, Mobile, Wifi.

And it’s only going to increase

AND We like to get CLOSE

Human Technology Proximity

• Lots and Lots of Devices

CLOSE to everyone

• I wake, I reach out and touch

Technology

• As I move I stay connected to

the Internet

Get Up?

Ever Closer Proximity

QR Codes – Point and Interact

• Lots and Lots of Devices CLOSE to everyone

• This is what technology is bringing us – close

proximity to highly interconnected world.

• Mindboggling size and complexity. Invisible to

us

• But very CLOSE

As we swim in technology

Our EXPECTATIONS Change

• Our expectations of NORMAL are changed.

• We expect to reach out and touch what we want or need

• We expect to do it ourselves

• What is normal now?

CONSUMERISATION is EXPECTATION

Infographic SAP http://www.pcmag.com/article2/0,2817,2418471,00.asp

Work is what I do…

not a place I go

I Will Be Productive...

My Way

So, In Summary

There IS enough Internet to go around

There IS Connectivity everywhere

People LIKE Technology

People Carry and Wear Technology

People WANT to be Self Sufficient

People WANT to be Productive

So Why Can’t IT Take Advantage of This?

NOW, What’s The Deal with ‘Corporate IT’?

“Most of what we call Management consists of making it

difficult for people to get their work done.” -Peter F. Drucker

Does this apply to IT Management?

Does IT Control Suppress Business Innovation?

IT is playing catch-up. Attempting to enforce CONTROL.

IT is Evolutionary… Technology is Revolutionary!

Where does ITIL actually TOUCH the HumanEndUser?

Availability Management

Capacity Management

Change Management

Event Management

Financial Management

Incident Management

Knowledge Management

Problem Management

Release Management

Request Fulfillment Management

Service Asset & Configuration Management

Service Catalogue Management

Service Level Management

Service Portfolio Management

IT Service Continuity Management

Diagram : http://blog.itil.org/

36 processes and

functions.

7 MIGHT interact

with

HumanEndUser

<20%

So, In Summary

So the Demand is There

The Infrastructure Is There

IT Struggles

What’s the Solution

?

Lets look at ITSM Tools

What other tools let you...

• Build web sites, dashboards, windows, metrics

• Communicate via email, phone, social

• Design human workflow

• Measure performance

• Across all platforms and devices

• Integrate with other tools

Using ITSM Tools only for “ITIL”

• Is like using a multifunction food processor to only slice cucumbers

• Excellent at it, but there’s so much more possible

Potential

You can do so much more

HR, FM, DevOps, Project Mgmnt, Asset

Mgnt, Social Communication, Room

Booking, Self Service, Mobile....

PROCESS with UI

Now, Let’s Look Deeper -

Let’s Look At One Area where ITSM Tools can CHANGE the Game

• Event Management

• A unique ‘toolset’ perspective that maybe cannot be seen from a

documentation, formal, rule-book angle

• But what IS Event Management?

Event Management

NOT

THIS

Event Management from an ITSM TOOL Perspective

An event is an ITSM process followed when a notification of the relevant type

is received from a monitoring tool.

Events may or may not create further Incidents or Changes

Events are CREATED, UPDATED and CLOSED by external tools

SO what?

What is special about event management?

IT IS SIMPLE, AUTOMATIC INTERACTION WITH ITSM PROCESSES.

Machines talk to Processes.

People design processes. Technology talks to Processes.

IF YOU HAVE EVENT MANAGEMENT YOU HAVE THE ABILITY TO TOUCH ANY ITSM PROCESSES

It’s been there all the time and we didn’t notice

Need an

Incident?

Need a

Change?

Created By External Tool

Added By External Tool

Added By External Tool

EXTERNAL TOOLS

INTERACT DIRECTLY

WITH PROCESSES

EXTERNAL TOOLS

PRESS ITSM

‘BUTTONS’

HTTP://performmypr

ocessaction.com

BUT, EVENTS

• DON’T HAVE TO COME FROM MONITORING TOOLS

• In fact, forget that whole ‘Back End’, “IT Behind The Wall thing”

• Why Not “PUSH A BUTTON?” to interact with ANY PROCESS

• “HUMAN EVENTS”. Nothing to do with ITIL Event Management

• Everything to do with PEOPLE interacting with PROCESS

Added By External Tool

The Event Horizon

So, this is NOT about ITIL Event Management and NOT about Monitoring

Tools

This is about HUMANS

LET’S LET THE HUMAN END USER INTERACT WITH THE PROCESS

DIRECTLY

(And not having to go to a Self Service Portal at all)

Not Self Service “Portal” ?

Distribute BUTTONS that INTERACT with ITSM PROCESSES

around YOUR BUSINESS

Soon it will be NFC,

for now it can still be QR

QR Codes – more than stupid

Let’s experience

• Better living in a Human-Event driven, Self

Service, Mobile world.

• It’s a Day in the life.

• NOT BACK END. FRONT END

• ALL POSSIBILE

• ALL ITSM PROCESS TOUCHED BY

HUMANENDUSER

Arrive

Susan arrives at new job

SCANs her new BYOD phone

at RECEPTION

PHONE is PROVISIONED for

WORK

Arrive

Find

Desk

Email received contains location of

her desk, useful links and schedule

for that day.

Her Laptop is provisioned for Work

Arrive

Find

Desk

Print

Meet

She prints a document.

Goes to a meeting.

Collects Printout on the way... It’s not there

– no paper. None spare.

SCAN’s ‘NO PAPER’ and goes on

Arrive

Find

Desk

Print

Meet

In the meeting

She needs an Extension Lead

And a lightbulb had blown

She SCANs twice

An engineer arrives,

with lead and new bulb

He SCANS the ALL DONE code

and leaves

Arrive

Find

Desk

Print

Meet

New

Services

At Lunch

Sees IT POSTER advertising new

IT service

SCANs to Request

Apps/Shortcuts etc delivered to

Phone AND Desktop

Arrive

Find

Desk

Print

Meet

Error on laptop

Cannot connect to network any more

‘Help Me’ on mobile

Captures picture

Starts video-conference

Watches Remote Contol

Corrected Driver deployed, live

Error!

New

Services

Arrive

Find

Desk

Print

Meet

Phone Stolen on Way Home

Colleagues Mobile

“WIPE my Profile, even my ipad”

----

Requests Corporate Replacement

Routed to courier.

Replacement waits at home with QR Code

SCANS to confirm received

Error!

Fix

Replace

New

Services

Seem like a fairy story?

IT ASSISTED EVERY

STEP

SUPPORTED

PRODUCTIVITY

CONNECTED ENDUSER

DIRECT TO ITSM

PROCESS

DIDN’T REQUIRE TYPING,

SEARCHING

DIDN’T ‘Have to Contact IT”

SUPPORTED

CONSUMERISATION

SUPPORTED

SELFSUFFICENCY

All Possible Now

1. Arrival

2. Find Desk

3. Print - Fault

4. Meet – Fault/Fix

5. New Services

6. Error

7. Stolen/Replace

All

Possible

Today

With

ITSM Tools:- • With SelfService

• With Mobile

• With Integration

• With Automation

So

Because we live in a Massively Connected,

Always Accessible, Mobile World, with Close

Human-IT Proximity, and we have ITSM Tools....

We have an opportunity!

Find Direct Connections between

HumanEndUser and ITSMProcess

Focus on HumanEndUser

Use Automation, Integration, SelfService

User Oriented IT

Reposition IT

Become the Innovator

Become the Productivity Enabler

Focus on EndUser

Automate, Integrate

Best Practice

Combined with Mobile, Self Service

THANK YOU

Ian Aitchison, @IanAitchison

LANDesk Software

(My Presenter Fee for TFT13 All Goes To Charity)

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