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Amener l’intelligence artificielle à la gestion des services TI (GSTI) Megan Dahlgren Consultante principale mise-en-marché stratégique: Gestion numérique de l'entreprise 24 octobre 2017
Legal Notice
The information contained in this presentation is the confidential information of BMC Software, Inc. and is being provided to you with the express understanding that without the prior written consent of BMC, you may not discuss or otherwise disclose this information to any third party or otherwise make use of this information for any purpose other than for which BMC intended. All of the future product plans and releases described herein relate to BMC’s current product development considerations, which are at the sole discretion of BMC and are subject to change and/or cancellation at any time. BMC cannot and does not provide any assurance as to whether these plans will result in any future releases of the nature described. These future product plans should not be viewed as commitments on BMC’s part and thus should not be relied upon in customer purchase decisions.
BMC CONFIDENTIAL ©2017 BMC Software; Not for further distribution
Transition vers l’entreprise cognitive
L’entreprise numérique
Nos offres
1
2
3
Remedy SaaS Digital Discovery Innovation Suite Cognitive Service Management
Questions 4
Sommaire
Repensez la gestion de services & opérations de TI
75% Expériences Intelligentes
“Les employés utiliseront des assistants numériques intelligents
en 20193”
30% L’efficacité
“Les Data Centers utiliseront le “Machine Learning” en 20194”
75% Applications Intelligentes
“Les CIO déploieront des fonctionnalités cognitives dans
au moins une application5”
80%
78%
Intelligence Artificielle
“D’ici 2018 l’IA aidera a résoudre la complexité2”
1,2: 2017 BMC Survey of 1000 CIOs & senior IT professionals 3,4: IDC Futurescape: “Worldwide Analytics, Cognitive/AI, and Big Data 2017 Predictions” 5: Gartner “Apply Machine Learning and Big Data at the IT Service Desk to Support the Digital Workplace,” C. Fletcher, K. Lord 29 Feb 2016
Des dirigeants informatiques estiment qu'ils doivent repenser la gestion des opérations informatiques1
© Copyright 2017 BMC Software, Inc.
© Copyright 2017 BMC Software, Inc. - BMC Confidential—Internal Use Only
Transition vers l’entreprise cognitive
Excellence en gestion des services TI
Internet Enterprise Numérique
Multi Nuages Multi Appareils (IoT)
Multicanaux
Proactif & Prédictif Agents Virtuels <<Chatbots>>
Enterprise Cognitive
Gestion des Services TI Remedy On-premise, Remedy-as-a-Service
BMC Innovation Suite
Découverte Numérique
Capa
bilit
és C
ogni
tives
Service Numérique Espace de Travail Numérique
Ges
tion
de S
ervi
ce
Cogn
itive
Multicanaux
(Omni-Channel) Multi-Nuages Multi-Appareils
(ioT)
La gestion des services TI cognitive
© Copyright 2017 BMC Software, Inc. BMC Confidential
GST
I
L’Enterprise Numérique Transformez
l’expérience des employés
La transformation numérique nécessite
Transformation d’entreprise:
Numérisation des technologies
Transformation humaine:
Numérisation centrée sur les personnes
© Copyright 2017 BMC Software, Inc. BMC Confidential
Caractéristiques de l’entreprise numérique
Digital Workplace
Expérience <<panier>>
Service Omni-canaux (Portail, Slack, chatbots, agents
virtuels)
Catalogue de services de l’entreprise
<<Genius Bar>> Approche de la résolution L’expérience employé
(TI, RH, Facilités, etc.)
Postes de travail flexible © Copyright 2017 BMC Software, Inc. BMC Confidential
BMC Confidential—Internal Use Only
Appareils Mobiles
Internet <<Chatbots>>
Agents Virtuel
L’engagement omni canaux possible
BMC Confidential—Internal Use Only
La gestion des services multi-nuages
Prototype image only
Broker info (incidents, changes, outages) with 3rd-party cloud service providers
No-code Workflow and configuration design
Cloud Service management solution for managing hybrid & multi-cloud environments
Le leader en entreprise numérique
Analyst Report: Gartner“Critical Capabilities for IT Service Management Tools” by Chris Matchett, Rich Doheny, Kenneth Gonzalez, August 10, 2017 Disclaimer: This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from BMC Software. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Remedy SaaS Transformer
l’expérience TI
Return
Expérience
optimisée pour chaque appareil
Moderniser le centre de service
Perspectives exploitables
Conception
basée sur le rôle
Disponible sur site et le nuage BMC Remedy
* This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from BMC. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Gartner, Critical Capabilities for IT Service Support Management Tools, Chris Matchett, Katherine Lord, August 10, 2017
Faites confiance au leader de l'ITSM
Digital Discovery Découvrir et gérer
les actifs TI multi-nuages
Augmenter la visibilité dans le multi-nuage avec: DIGITAL DISCOVERY
Biens technologiques
découverts dans le multi-
nuage
© Copyright 2017 BMC Software, Inc. BMC Confidential – Subject to Change
© Copyright 2017 BMC Software, Inc.
Discovery pour multi-nuages Une visibilité supérieure des actifs
• Discovery of AWS & Azure Clouds
• Continuous Cloud Service Catalog Updates
• Multi-Cloud Dashboards
• Robust Data Center Discovery
Innovation Suite Plateforme pour le parcours de
l’entreprise cognitive
BMC Confidential
Platform for Developers
MICROSERVICES-BASED ARCHITECTURE
MULTI-CLOUD READY
OPEN & DIVERSE ECOSYSTEM
Innovation Studio
Innovation SDK
Documentation Components Connectors Rest APIs
© Copyright 2017 BMC Software, Inc. BMC Confidential
Étendez, intégrez et personnalisez des applications complexes dans le nuage avec: INNOVATION SUITE
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Créer et adapter des flux de travail complexes avec un éditeur graphique
Concepteur de processus et de règles
Concepteur d’affichage
Concepteur d'enregistrements
Analyste d'affaires
Ajay
Développeur sénior
Seth
INNOVATION STUDIO
INNOVATION SDK
Aucun code Très peu de code Beaucoup de code Compétence de codage
© Copyright 2017 BMC Software, Inc. BMC Confidential
Integration-as-a-Service
Connects applications & services
Leverage the connectors in Innovation Studio in the context of your application.
Built for Cloud, Enables Hybrid
BMC Confidential - Subject to Change
Prototype image only
Cognitive Service Management L’avenir de la gestion
des services TI
Cognitive Service Management
Omni-Channel Experience
chatbots, virtual agents
Agent & Operator Efficiency
Auto -classification, -assignment, -suggestion,
-recommendations
Agent
Out-of-the-box Vendor agnostic Cognitive Service hooks to
3rd-party AI platforms
Developer Service Ops Mgr.
Trending analytics for prevention &
proactive remediation
& AIOps
© Copyright 2017 BMC Software, Inc.
End-User
Partenariat BMC + AWS
Capacity Optimization Control-M
Big Data Security
SecOps Policy SecOps Response
Discovery
DevOps
TrueSight Pulse TrueSight Intelligence TrueSight Operations
Innovation Suite SecOps Policy
Control-M
Migration
Discovery TrueSight Pulse TrueSight Cloud
Cost Control
Cloud Mgmt.
Digital Workplace Cloud Lifecycle Management
TrueSight Pulse Discovery
SecOps Policy SecOps Response
© Copyright 2017 BMC Software, Inc.
Service Cognitive avec IBM Watson
Chat-bots
Virtual Support Agents
Social & Collaboration Channels
Mobile
Ravir
Lignes d’Affaires
GSTI
Gestion des Services TI Multi canaux
Services Numérique
Remedy
Capabilités Cognitive
IBM Watson TrueSight
Apprendre
Prévoir
© Copyright 2017 BMC Software, Inc. BMC Confidential
Entreprise Numérique
Cognitive Service Management
Cost Saving
Intelligent Experience
Speed & Efficiency REMEDY SEVICE MANAGEMENT: AGENT ASSIST
Predictive Intelligence Automation
INNOVATION SUITE
Cognitive Micro-service
DIGITAL WORKPLACE CHATBOT
Chatbot & Virtual Support
Agents
BMC Confidential—Internal Use Only
Auto-Categorize Incidents to specific product and ops categories for more accurate analytics
Auto-assign the incident based on past assignments
Remedy, Propulsé par Cognitive
Auto-Route incidents
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Intégrez facilement les services cognitifs dans les flux de travail et processus complexes INNOVATION SUITE WITH COGNITIVE SERVICE
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