Service Management or Service

Integration – what’s in a name?

Johann Diaz Head of Service Management

Transformation November 2014

World of IT & Service Management

World of IT & Service Management

Continues to change rapidly:

• Cloud, Social, Mobile, Big Data

• Outsourcing

• SaaS / PaaS / IaaS

World of IT & Service Management

Continues to change rapidly:

• Cloud, Social, Mobile, Big Data

• Outsourcing

• SaaS / PaaS / IaaS

$7.1 trillion world market for IoT solutions projected for 20201

15% of all “things” will be connected by 20202

3 times faster growth rates in IoT spending

compared to traditional ICT markets2

50 billion “things” will be connected to the

internet by 20203

Internet of Things market:

IT Jobs will go

Service Management or Service

Integration – what’s in a name?

Johann Diaz Head of Service Management

Transformation November 2014

SI Model (high level)

Business Stakeholders

Strategy, Sourcing, Value Management

Service Integration & Management

Service Desk

Service

Tower

Service

Tower

Service

Tower

Legacy Private

Cloud

Partner

Cloud

Public

Cloud

e.g. Hosting Services

e.g. Microsoft, Salesforce.com

e.g. Amazon, Rackspace

Service Management or Service Integration

Focus

• Top Down vs Bottom Up

Speed

• of change

Skills

• Softer

Focus

Focus – Business

Outcomes

1. Cost Reduction

2. Agility - TTM

3. Simplification

4. Sustainability

5. Service Excellence

Service

Integration

Service

Management

• Benefit – journey with all

• Risk getting de-railed

• Benefit – leapfrog

• Risk too much to bite off – big ticket price Top Down

Bottom Up

Speed of change

Compelling

Vision

Focus – Business

Outcomes

1. Cost Reduction

2. Agility - TTM

3. Simplification

4. Sustainability

5. Service Excellence

Service

Integration

Service

Management

• Slower, incremental steps

• Work with

• Benefit – journey with all

• Risk getting de-railed

• Faster, transformational

• Work without

• Benefit – leapfrog

• Risk too much to bite off – big ticket price

Pace of

Change

Skills

Focus – Business

Outcomes

1. Cost Reduction

2. Agility - TTM

3. Simplification

4. Sustainability

5. Service Excellence

Service

Integration

Service

Management

• Slower, incremental steps

• Work with

• Benefit – journey with all

• Risk getting de-railed

• Faster, transformational

• Work without

• Benefit – leapfrog

• Risk too much to bite off – big ticket price

Compelling

Vision

Pace of

Change Soft Skills

Why Bother?

What’s

the point?

Zoe Benedict

Why Bother?

Level 1

Awareness

Level 2

Committed

Level 3

Proactive

Level 4

Service-Aligned

Level 5

Business Partner

Reactive, fire-

fighting culture

Adhoc

processes

Low customer

confidence

Working on

implementing industry

best practices

Looking at industry

best practices

Initial process

formalisation

Tiered

support

Consolidation.

standardisation

Day-to-day

processes

mature

Wide-spread

virtualisation

System

management

tool integration

Trusted

service

provider

Process

automation

Service SLAs

Industry best

practices in place

Real-time

infrastructure/ private

cloud computing

Strategic

relationship

managers

Proactively pilots

new technology for

business

innovation

Service Delivery

Service Management

Service Integration

SO

C B

rok

era

ge

Source: Gartner 2014

Why Bother?

• Future-proof

• Go Faster

• Up-Skill

• Keep Job

• Enhance Career

• Shape Future

Trusted Partner

Service Broker Not IT Fixer

Opportunity to:

SUMMARY - Service Management or Integration?

SUMMARY - Service Management or Integration?

Focus

• Top Down / Bottom Up

Speed

Fast / slower

Skills

DIY / Outsource

Remember…………..

“If the rate of change on the outside exceeds the

rate of change on the inside, the end is near.” ― Jack Welch

For copy of white paper on SM2SI

Johann Diaz Head of Service Management Transformation

johann.diaz@capgemini.com

ITSMF UK 150 Wharfdale Road,

Winnersh Triangle,

Wokingham,

RG415RB,

United Kingdom

Tel: +44 (0) 118 918 6500

Fax: +44 (0) 118 969 9749

References

1) IDC – The Internet of Things Moves Beyond the Buzz – 2014

2) IDC – The Digital Universe of Opportunity – 2014

3) Cisco – The Internet of Things – Cisco Visualisation