Transform to a True Service Broker with HP Propel Shift ... · create an environment where...

© Copyright 2014 Vivit Worldwide © Copyright 2014 Vivit Worldwide

Transform to a True Service Broker with HP Propel – Shift from

Reactive to Proactive April 15, 2014

© Copyright 2014 Vivit Worldwide

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Laura Walker

Vivit Director

HP Service Management SIG Leader

Vivit Chapter Leader


Today’s Speakers

Vesna Soraic

Strategic Senior Marketing Manager

HP Software

Joseph Kim

HP Propel

Leader at HP Software

Felix Fernandez

CTO, WW Strategy and Solutions

HP Software Services


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

Propel Connected Intelligence

Vesna Soraic, Felix Fernandez and Joseph Kim / April 15, 2014

© Copyright 2013 Hewlett-Packard Development Company, L.P. HP Confidential Information. The information contained herein is subject to change without notice. 8

This is a rolling (up to three year) Roadmap and is subject to change without notice.

Forward-looking statements

This document contains forward looking statements regarding future operations, product

development, product capabilities and availability dates. This information is subject to

substantial uncertainties and is subject to change at any time without prior notification.

Statements contained in this document concerning these matters only reflect Hewlett

Packard's predictions and / or expectations as of the date of this document and actual

results and future plans of Hewlett-Packard may differ significantly as a result of, among

other things, changes in product strategy resulting from technological, internal

corporate, market and other changes. This is not a commitment to deliver any material,

code or functionality and should not be relied upon in making purchasing decisions.

© Copyright 2013 Hewlett-Packard Development Company, L.P. HP Confidential Information. The information contained herein is subject to change without notice. 9


HP confidential information

This Roadmap contains HP Confidential Information.

If you have a valid Confidential Disclosure Agreement with HP, disclosure of the

Roadmap is subject to that CDA. If not, it is subject to the following terms: for a period of

3 years after the date of disclosure, you may use the Roadmap solely for the purpose of

evaluating purchase decisions from HP and use a reasonable standard of care to

prevent disclosures. You will not disclose the contents of the Roadmap to any third party

unless it becomes publically known, rightfully received by you from a third party without

duty of confidentiality, or disclosed with HP’s prior written approval.

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 10

Agenda

Trends, value drivers and challenges

Why IT as a Service Broker?

HP Propel – introduction

Roadmap

Customer example

Propel free


Agenda




Roadmap

Customer example

Propel free


“IT assets matter less, while IT agility matters more. One can create an environment where everything is a service. It’s not just about cost, but rather time” Scott Lundstrom, VP and GM of IDC, March 2014 http://searchdatacenter.techtarget.com/news/2240216676/Third-platform-technologies-force-IT-to-think-strategically


Partnering with business at business speed

• User experience Provide consumer-oriented experience for end users

• Service delivery Aggregate, orchestrate and automate

• IT costs Bring best suppliers at best cost and service levels to your business


End user demand vs. Operational constraints

“Got to have it now”

Explosion in the number of services,

service requests & service providers

Maintaining appropriate risk models

is overwhelming

“Do more with less”

Decreasing budgets and

constrained resources

IT has to rely on service providers

and “ready to use” services

IT must become service broker

Requests

Budget

Volume

Time


Customers’ concerns fall into two touch points

Engagement as the design point Records as the design point

MDM, RDBMS, etc

UX Data Store

…

UX Data Store

Ocean of

data

Connected

Intelligence

Unified consumer experience

Capture 100% demand

IT services in a single place

Internet shopping experience

Intuitive, social, and immediate

Open integration framework

Manage the chaos within the IT supply chain

Integrate services from multiple request and

fulfillment systems

The best IT is a competitive advantage


Starting with consumer experience first


Why HP?

All necessary ingredients to guide customers in becoming

a service broker

Increased

user satisfaction

Superior delivery speed

and agility

Best suppliers at the

best cost

Consumer experience for end

users

Automated delivery orchestration Open integration framework


HP Propel - Over 300 Customers already engaged

www.hp.com/go/propel


Agenda




Roadmap

Customer example

Propel free


2020: Managing mosaics of services

Managing mosaics of services

Year IT execs expect to manage business processes

confidently

across services spanning data centers and public and private

clouds

2012 2013 2014 2015 2016 2017 2018 2019 2020

100%

80%

60%

40%

20%

0%

confidence

An IT Service Broker needs to shield the business from the complexity of managing it all.


What are the drivers to become a

Service Broker?

Private

cloud

Traditional

Managed

cloud

Public

cloud

Information

Applications

Infrastructure

Mitigate Risk

Mitigate threat of

business service

failures and inability to

comply with regulations

Reduce Cost

Achieve better ROI &

reduce IT costs through

service provider & delivery

optimization

Agility

Faster response to

changing business and

customer needs

Innovation

Deliver competitive &

service advantage

Analysts predict enterprise cloud services will be used by 8 out of 10 of

the Fortune 1,000 companies

What are the drivers to become a Service Broker?


And what are the challenges of managing

multiple suppliers?

As a service broker, IT is responsible for evaluating, designing,

procuring, delivering, and managing IT services and resources on

behalf of the business; therefore IT has the responsibility to protect the

business from the complexity of managing multiple suppliers:

• Inconsistent processes for onboarding and off-boarding

• Disparate management platforms

• Loss of visibility and control

• Unclear, inconsistent accountability

• Cost-inefficiency

• Need for ongoing integration

• Complex governance and alignment to business objectives


Different options to deal with the supplier sprawl

Do nothing

But the pace is unsustainable

Limit the number of vendors you use

And suffer vendor lock-in while missing out on best-in-breed technology

innovations

Let each responsible party select, contract with, and manage their own vendors,

to the best of their ability

And lose all semblance of consistency and control

Transform IT into a service broker, utilizing a SIAM approach.

Frost & Sullivan. Managing Vendor Sprawl:

How SIAM Can Help You Gain Control. 2014


IT Service Broker. A new IT Operating Model

R

efe

rence

Arc

hite

ctu

re

Process Model

Information Model

Technology Integration

Standalone Shared Service Service Integrator Service Broker

Low maturity High maturity Operational focus Strategic focus

Optimize Transform

Transform Transform

Legacy

Standalone

Shared Service

Delivery

Optimize Optimize Optimize

Transform

Hybrid Service

Delivery

Open Market

Service Delivery

IT Operating Model

Multi-Supplier


When processes expand across suppliers …

ATL Incident

Escalation

1.9 Major Incident

Handling

1.8 Major Incident Confirmation

1.11 Complaint Handling

1.1 Interaction Handling

1.2 Incident Logging &

Assignment

1.6 CPS or CDP Incident

Investigation & Diagnosis

1.7 CPS or CDP Incident

Resolution & Recovery

1.12 Tracking and

Escalation

1.11 Task

Management

1.3 Standard Incident

Investigation & Diagnosis


Acceptance

Incident Record Alerts

1.10 Closure

End

Critical CPS/CDP

Standard


Resolution & Recovery

Business

IT (service

integration

layer)

Suppliers

Example process flow across multiple vendors for

Incident Management


… IT must integrate and manage all services,

no matter the source

Business units

Services

Demand

CIO CIO

External suppliers Hosted

services

Cloud

services

Outsourced

services

Communication

services

Internal organization In-house

applications

Private

cloud

services

Data

centers

Workplace

services

Compliance and security

Service assurance and quality

Cost effective, predictable service usage

Visibility of the

service portfolio

Clear responsibilities

and accountability

Service sourcing

strategy

?


Service Integration and Management (SIAM):

the operating model for multi-sourcing

management

Service

Consumption

Service Provider

Ecosystem as

single entity

towards business

Business towards

multiple Providers

Service Provider

Ecosystem Govern Plan Build Run

Service Integrator

Service Delivery

Lines of Business

On

th

e L

ine

Ab

ov

e t

he

Lin

e

Belo

w t

he

Lin

e

Service Provision

Service Operations

Service Brokering

Service Consumption

SI Governance

Demand & Supply Chain Management

Service Orchestration

Overv

iew

s

Data

A

pplic

atio

n

Bu

sin

es

s

Service Demand

SIAM Operating model components

Technology

Integrated management tools

Governance

Obligations, policies and roles

Operational Processes

Processes, Goals and Metrics


Ensuring Service and Supplier Performance …

IT Performance Management and

Continuous Service Improvement

• Single source for reporting IT business

performance information

• KPIs to measure Supplier Performance

• Decision-making and performance data


… with a unified experience for enterprise

employees

Unified Experience

• Consumer-oriented shopping experience

• Seamlessly integrated to internal and

supplier services

A Menu of IT services

• A menu of services that business users

understand

• Service Map structure and scope aligned to

Business customers

• Defining the relationship between:

• Services and Business functions/processes

• Services and Business Organization

• Services and customers/service consumers

Service Map Service brochures

Service Portal


From a cutting-edge service catalog to service

lifecycle automation …

Manage the total

service experience

Manage the service

lifecycle

Transform the

Service Catalog

– Single point of access for request

– Knowledge access

– Become a 21st Century IT department

– Standardize on services

– Integrate with incident, request,

problem, change

– Become a service provider

– Include Supplier services

– Automate provisioning

– Integrate with other fulfillment engines

– Become a service broker

– Manage Catalog lifecycle

– Integrate Supplier fulfillment processes

Capability

Valu

e


… to Transform IT into a service broker

Supplier

Governance

Supplier

on-boarding

and off-boarding

Service

Orchestration

Service

Assurance

Suppliers Cloud

Providers Internal IT

HP Propel Portal

HP Propel Service Exchange

HP Propel Portal and Catalog

Line of Business

Service Catalog Strategy and Design

Service Catalog Maturity

Service Catalog Strategy for Multi-Supplier Integration


Agenda




Roadmap

Customer example

Propel free


What is Propel?

Introducing HP Propel

Provides a single user experience and easy integration and quick

onboarding of multiple services providers.

A single portal Aggregated catalog Knowledge management

Open Service Exchange (SX)

Providing:

• A single user experience, regardless of the IT services (traditional vs Cloud)

• Automated service delivery orchestration (a single request to multiple fulfillment engines)

• Service brokerage: orchestration of multiple suppliers


Search for the “Single Pane of Glass”

Roles &

Access

Financial

impact

Asset

Tracking

Usage

period

Service levels

compliance

Number of

requests Etc.

Etc. There is so much information

being produced:

1820 TB of data

168M+ emails

EVERY 60 SECONDS

What should we provide to

end users today?

What about tomorrow?


Unified Experience & Flexibility HP Propel – Themes & Widgets

HP CSA HP Propel

• Use Industry Best Practices:

- Themes: create, modify, utilize user

experience packages in multiple

tools

(Propel, CSA, etc.). - Widgets: ability to create custom

widgets (UI wrappers) to publish

new

capabilities onto the Portal.


Catalog sprawl hinders access to IT services

71% of IT

organizations

have Catalog

Sprawl.

59% of IT organizations are looking to consolidate catalogs.

Source: http://www.zdnet.com/catalog-sprawl-hampers-enterprise-access-to-it-services-7000027338/#ftag=RSS14dc6a9

72% increase in

administration expenses

52% increase in software

spend

Increased risk

end-to-end traceability

60% decrease in value

of the services offered

end-users satisfaction


Catalog Consolidation vs. Aggregation Lessons learned – Catalog Consolidation

• 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.


Catalog Consolidation vs. Aggregation HP Propel – Catalog Aggregation

• Aggregate – aggregate all catalogs to a new

catalog technology and use the existing fulfillment

engines to fulfill the request – Stop Catalog

Sprawl.

• Integrate & Orchestrate – consolidate, integrate

and orchestrate services and offerings where it

makes sense.

• Transform – Combine services to create brand new

offerings for the business.

Source: https://www.dropbox.com/help/7/en

“… 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…”

https://www.dropbox.com/help/7/en




Case Exchange Spaghetti

• Integration of Service Information (SLA,

Incident, Problem, Change, Availability, etc.)

are built with agility as an afterthought.

• Leads to major problem when:

- Modifying business processes.

- Changing or Upgrading underlying

systems.

- Switching vendors.

- Acquisition of additional portfolios.

- Etc. • Emergence of Cloud has amplified the

problem.

… halts agility


Lessons learned – Enterprise Service Bus (ESB) Implementations

Source: http://www.tibco.com/blog/2013/08/22/esb-does-not-equal-soa-learn-the-real-equation/; http://martinfowler.com/articles/microservices.html

ESB

• Utilization of an ESB solves many of the issues with

point-to-point integrations and enables agility

through decoupling to a point.

EXPERTS

• ESB’s come with additional need of:

- ESB Experts – highly skilled, uber experts that

can

ensure that you don’t end up creating

“spaghetti in a

box.”*

- Large Starting Footprint – sometimes, “you

don’t

need an oil drill to hole punch paper.”

HARDWARE

Point to Multi-Point Integrations

CLOUD

• Still doesn’t solve the issue caused by the Cloud or

agility with data model changes. (Master Data is

implemented in the ESB).

DATA MODEL

http://www.tibco.com/blog/2013/08/22/esb-does-not-equal-soa-learn-the-real-equation/


















http://martinfowler.com/articles/microservices.html


HP Propel Service Exchange (SX) – Microservices

Point to Multi-Point Integrations

SX

Orchestration

Message Broker

Adapter

Native Data Models

Rest API

Canonical Data Model

Ability to create adapters to

transform data and orchestrate

flows enables creation of smart

endpoints.

Limit bus capability to routing and

queuing enables small footprint.

Data Model

• Smart endpoints and micro-bus –

alternate to ESB implementation, start

with small footprint and grow as

needed, simplicity means less uber

experts. • Decentralized Data Management –

Complete Data Model is “virtual” and

pieces of the model are passed in as

part of content (smart endpoints).

Ensure data model flexibility.

Data Model

SX

Orchestration

Message Broker

Adapter

SX

Orchestration

Message Broker

Adapter

Data Model

Source: http://martinfowler.com/articles/microservices.html

• Open integrations with existing

solutions – Integrate with HP, 3rd Party

systems, ESB’s, API’s, etc.

Propel

Portal/Catalog

ESB




HP Propel – one stop shop for enterprise

employees

“One-stop shop for enterprise employees”

HP Propel Service Exchange (Published Web Services APIs)

Service Manager

HP Propel Service Portal/Catalog

Knowledge Support Catalog

Aggregation IT news

Mobile

access

Users

ITSM / Social

Public, Private, Managed Cloud

Cloud Future Services

UCMDB

Asset Manager

HP Third Party

Big Data

Analytics

Powered

by

HAVEn

1. Unified Customer Experience: • Providing a single IT service experience

through themes.

• Allow personalization by consumers.

• Host capabilities such as catalog,

knowledge base, IT News, etc. for

consumers.

2. Service Aggregation: • Single, actionable and online aggregation

strategy.

• Aggregate Cloud and IT Service

Management services.

3. Open, Service Exchange: • Open, extensible integration framework.

• Integration content for HP and 3rd Party

products and fulfillment systems.


Agenda




Roadmap

Customer example

Propel free


HP Propel Portal, Catalog & Service Exchange

Free Premium

HP Propel Portal – Web & Mobile

Federated

SSO

Knowledge Base Support Standard catalog IT news Mobile Access

News rollup

automation Remote Desktop Chat

Email SM Other Fulfillment:

CSA, SN, BMC, etc.

Branding,

custom

content

Multi-

supplier

catalog

Catalog

Assessment &

Transformation

Free Available today for AMS & EMEA (Late April for APJ & Premium)


HP Propel – Future

HP Propel Service Exchange HP Propel Service Exchange

HP Propel Portal HP Propel Portal

• IT News

• Knowledge Base

• Support

• Standard Catalog

• Mobile Access

• Personalized Service Health

• Federated Search

• Subscription Management

• Catalog Aggregation

• Reporting & Analytics

HP Hosted / SaaS:

Continued Expansion of Capabilities

HP Propel Portal HP Propel Portal

• IT News

• Knowledge Base

• Support

• Standard Catalog

• Mobile Access

On Premise:

Continued Expansion of Capabilities

• Personalized Service Health

• Federated Search

• Subscription Management

• Catalog Aggregation

• Reporting & Analytics

HP 3rd Party HP 3rd Party


Free, SaaS, On-Premise and Premium Services


Agenda




Roadmap

Customer example

Propel free


Transforming IT with HP: E.ON

10x less catalog items 1

20-40% faster onboarding 2

15% reduction in manual service desk

activities 3

Increase in end-user satisfaction 4

“We are very excited to progress in the

implementation of Propel which is a key

step towards transforming our IT into a

service oriented multi supplier

environment. As business becomes more

complex, we believe the open framework

and consumerized user experience is the

key to enabling our self-service strategy

leading to improved performance and cost

control in the years to come”. - Edgar Aschenbrenner, Chief Information Officer, E.ON

SE


… with a unified experience for enterprise

employees


Agenda




Roadmap

Customer example

Propel free


HP Propel - Over 300 Customers already engaged

www.hp.com/go/propel

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 51 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

The HP Difference

HP Propel was originally built by HP IT leveraging

HP ES experience working with 1,000+ customers

globally to address the needs of delivering and

managing services within a complex and evolving IT

environment.

Customizable, Single Portal

Central, Aggregated Catalog

Intelligent Knowledge Management powered by HAVEn

Open Service Exchange integration

HP Propel uniquely meets the needs of IT

organizations that increasingly have to act as a

service broker

Free and Premium available today.


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