The Future of IT Service Catalog: Beyond Request and Fulfill › › resource › ... · 2018-04-04 · Agenda • Current IT trends and disruptions • Service Catalog 101 • Service

© Copyright 2014 Vivit Worldwide © Copyright 2014 Vivit Worldwide

The Future of IT Service Catalog: Beyond Request and Fulfill

October 16, 2014

© Copyright 2014 Vivit Worldwide

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Hosted by

Laura Walker

Vivit Chapter/SIG Leader

Vivit Director – Chapters & SIG Chair


Today’s Speakers

Vesna Soraic

Sr. Product Marketing Manager

HP Software

Michael Pott

Sr. Product Marketing Manager

HP Software

Michael Yang

Sr. Product Manager

HP Software


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

The future of IT service Catalog Beyond request and fulfill

Vesna Soraic, Michael Pott and Michael Yang / October 16, 2014

Agenda

• Current IT trends and disruptions • Service Catalog 101 • Service Catalog requirements • HP Propel • Catalog aggregation versus consolidation • HP Propel demo • Conclusion and Q&A


Trends IT Service Management is changing ...

Public

clo

ud

●●

Service levels

Mobility

SaaS

Consumerization of IT

Multiple suppliers Private cloud

Self-service

Decen

tralizati

on

of

IT

BY

OD

Sta

nd

ard

ization

Com

plia

nce

Big data

So

ftw

are

au

dit

s


Service Management disruption A new set of end-users expectations

By 2016, 80% of new

IT-investments will directly involve Line-of-Business executives

Frost & Sullivan 2013 Cloud User Survey 2

Increasing line of

business

influence and

control

Over 35% of cloud

spending outside of IT’s control

IDC Worldwide Outsourcing Services 2014 Top 10 Predictions 3

IT governance

undermined

15% of information

workers are satisfied with their technology departments’ understanding of their needs. Building Digital Workspace Delivery Systems to Give Employees The Right Tools for their Job, Forrester, April 17, 2014

1

End users turning

to alternatives for

service & support


Why care about a service catalog at all? IT organizations are transforming to become service brokers

Cloud

management &

automation

IT service broker

Virtualization

management

IT service management

IT service

catalog Request

management

“Got to have it now” “Optimize resources”

Cloud management

Software defined

datacenter

Traditional IT Public Private


What is a service catalog?

Live

Services

Planned

Services

Retired

Services

The “Service Catalog”

Service Portfolio

The Service Portal


Different approaches to a catalog

Standalone • Separates front-end portal from

backend/process functions

• Maintains a consistent user experience

Part of an ITSM solution • Optimized for integration of request fulfillment

with other IT processes

Cloud-specific • Embedded in cloud management platforms

• Focus on cloud service requests and provisioning


What does a service catalog solution need?

A superior user experience –

a single front door to IT where

users can find everything

service related they need

Integration and automation

for a consistent delivery

experience

An open plug-and-play

service exchange platform

to enable IT service

brokerage

A one stop shop for all IT

services with an aggregated,

and integrated catalog

Agenda

• Current IT trends and disruptions • Service Catalog 101 • Service Catalog requirements • HP Propel • Catalog aggregation versus

consolidation • HP Propel demo • Conclusion and Q&A


“You are not just delivering technology any more – you are delivering an experience”

Forrester, “The Foundation and Future of Service Catalog, 2013 and Beyond” by Courtney Bartlett, 2014



Consumer expectation

IT Service offering

What do users care about in era of experience?

• Simple way to find IT offerings

• Mobile apps and seamless information across

applications and devices

• Ease of collaboration

• Self-service for all IT services

• Consuming services with a few clicks

• Innovative apps/services

• The ability to customize apps to meet individual

needs

• Cost transparency

IT experience does not keep up with the

consumerization

easy $


SaaS PaaS IaaS

New reality – too many options Don’t leave it to the LOB - IT should select, manage and offer external services


A portal and catalog are the most visible part of ITSM Therefore offer a single portal and catalog

Single

Portal

Catalog

Traditional /

on-premise Private

cloud

Service Exchange

IaaS

PaaS

SaaS

Managed

services


HP Propel A single user experience and IT service brokerage

Engaging

portal

Aggregated

catalog Open Service Exchange

Knowledge management

Available in both on-premise and managed service delivery

options. SaaS coming soon


Key differentiators

Single portal: A single IT experience

and one-stop shop for all services

Increased user satisfaction

Single, aggregated catalog:

Orchestrated service delivery

Superior delivery speed & agility

Open Service Exchange: Brokering

services and suppliers for

Best suppliers at the best cost

Portal

Knowledge Support Catalog

IT services


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 – Instant value-add.

• 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



Agenda



Time for a demo

1 Engaging portal – true one stop shop for all IT services

2 Aggregated service catalog

3 Aggregated knowledge management

4 Support/ticket

Single user experience

Agenda



HP Propel: Summary Enabling IT as a service broker

• Increased end-users’ satisfaction

• Engaging, consumer experience for end users

• Superior self-service delivery speed and agility

• Single, aggregated, self-service catalog

• Flexibility in selecting best service suppliers

• Providing services to business they need


Next steps


1. Gartner’s view about IT Service Brokerage : IT Service

Brokerage – The Intersection of User Experience and Business

Technology (online webinar)

2. IDC paper about HP Propel: HP Propel, a solution to transform

IT into multi-supplier service broker

3. Propel walkthrough video:

https://www.youtube.com/watch?v=njtRt3upykk

4. Contact us and request demo!

[email protected]

[email protected]

[email protected]

[email protected]

Visit: www.hp.com/go/propel




mailto:[email protected]





http://www.hp.com/go/propel


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The Future of IT Service Catalog: Beyond Request and Fulfill › › resource › ... · 2018-04-04 · Agenda • Current IT trends and disruptions • Service Catalog 101 • Service