Driving Greater ROI From ITSM with The Future of SAM Martin Prendergast, CEO Concorde
IT Service is the understanding that IT should focus on (internal & external) customer requirements by promoting a serviceorientated approach. Software Asset encompasses all the infrastructure and processes necessary for the management, control & protection of software assets. Viewed in isolation you don t get the true picture.
ITSM & SAM The benefit of the whole is greater than the sum of the parts Integration brings the opportunity for efficiency and cost savings through out the enterprise.
Our objectives for today To show why Software Asset is becoming more important in the Digital Economy To highlight the benefits of integrating ITSM and SAM Look and ITSM and areas where SAM enhances capability Introduce you to the Future of Software Asset Discuss some of the success criteria for making SAM support ITSM Give you an example & case study using a ServiceNow environment Recap & Questions
Today s challenges 1. Increased business expectations 2. Increased business and IT complexity 3. Increased business scrutiny Businesses want agility, availability and transformational technology Cloud, Mobility, Virtualisation, BYOD Increasingly challenging IT Infrastructure & Operations Businesses demand IT cost transparency & value demonstration New Decision Makers From technocrats to customers, business people & employees New Partnerships From Mega Vendor to agile ecosystems with best of breed vendors Vendor Audits More time More resource More risk
Why Do We Need Software Asset? Virtualisation, Capacity-Based Licensing Private Cloud Hybrid Cloud Public Cloud Everything -as-a- Service, Subscription- Based Licensing, Containerisation Data Centre SAM Mobile Devices Client BYOD Physical Assets, Install-Based Licensing Virtual Desktop User-Based Licensing, Internet of Things
The Business Value of SAM Reduce Costs Support Business Processes Manage Vendors Manage Change SAM Adopt Innovation Stay Legal Improve Decision Making Ensure Governance
The Top CIO Priorities (2016) 1. Analytics & BI 2. Cloud (SaaS, PaaS, IaaS) 3. Mobile 4. Digitization/Digital Marketing 5. Infrastructure and data center 6. ERP 7. Security 8. Industry-specific applications 9. CRM 10.Networking, voice & data comms
Why Integrate SAM & ITSM? Leveraging best practice SAM delivers better business outcomes in ITSM Enterprises don t want silos of information. Integration enriches both functions through shared information Strategic SAM delivers key data to support better decision making The combination allows ITSM teams to understand cost, risk, governance and compliance issues
ITSM Processes & Functions SERVICE STRATEGY Strategy Service Portfolio Financial Demand Business Relationship SERVICE OPERATIONS SERVICE TRANSITION SERVICE DESIGN Access Event Service Desk IT Operational Control Transition & Planning Support Change Service Catalog Service Level Request Fulfilment Problem Incident Application Technical SACM Service Validation & Testing Knowledge Release & Deployment Change Evaluation Capacity ITSCM Supplier Availability Information Security Design Coordination
ITSM Processes & Functions (SAM Impact) SERVICE STRATEGY Strategy Service Portfolio Financial Demand Business Relationship SERVICE OPERATIONS SERVICE TRANSITION SERVICE DESIGN Access Event Service Desk IT Operational Control Transition & Planning Support Change Service Catalog Service Level Request Fulfilment Problem Incident Application Technical SACM Service Validation & Testing Knowledge Release & Deployment Change Evaluation Capacity ITSCM Supplier Availability Information Security Design Coordination SAM enhancing ITSM improving ITSM planning and operations with key data and analytics
Continual Service Improvement What should you measure? Implement corrective action What can you measure? Present the information Gather the data Analyse the data Process the data must cover the software estate
WHAT DO ORGANISATIONS NEED?
Drive Value Across the Enterprise Operational Intelligence from Software Investments Delivered for Better ITSM Simplify of Enterprise software licensing in order to reduce cost and liability Easily accessible access to critical SAM information to support ITSM functions Actionable Intelligence to accelerate development/ deployment of Enterprise solutions
INTRODUCING THE FUTURE OF SAM Software Asset that Enriches ITSM investments
Future SAM Delivers Value Across IT and the Business Services Services Licensing, Audit Defence, ROI Optimisation, Process Improvement Community CORE COMMUNITY Licence Knowledge Base, Live Discussion & Forums, Web Based Chat Functions Business Analytics Scenario Modeling Policy User Project Asset Compliance Cost Vendor Lifecycle Apps Core Discovery Core Connect Core Manage Core Insight Core Modeling Platform CORE CONTROL Azure Based Platform, DSL, Rules Engine, Contracts Database, APIs
Powerful rules engine: all licensing models & all platforms Easily maps to all data sources for Enterprise wide coverage Intuitive analytics and modelling that anyone can use Integration and enhancements for leading ITSM platforms
Powerful Rules Engine: All licensing models & all platforms Install-Based Licensing Microsoft Adobe Autodesk Device-based license metrics, License Keys Capacity- Based Licensing Simplify of Enterprise User-Based software licensing Licensing in order to reduce cost and liability Subscription- Based Licensing IBM Oracle Symantec SAP SAP IBM Oracle Microsoft Adobe IBM Salesforce PVU, RVU, Processor, Cores Tiered Server Resource Metric Suite Easily accessible Actionable Intelligence Limited Pro, Professional access to critical to accelerate Authorised, Floating SAM information to development/ Named, Employee support ITSM deployment Product of functions Enterprise solutions Bundling Office 365, Adobe Cloud, IBM S&S Upgrade and Downgrade Paths
Easily Maps to all data sources Takes available data from any source for better results Intuitive rules with easy build query logic allows for rapid reusable import routines to be created and automated Enables a single, authoritative view of underlying software, usage and commercials across the Enterprise Enriches the data available for underpinning ITSM processes
Intuitive Analytics and Modelling Analytics that drives better service, shorter time to resolve issues and greater alignment with business goals. Move from a point-in-time snapshot to future predictive analytics Interrogate data to answer what has happened? Why did it happen? What is likely to happen? What can I do about it? Comprehensive analysis - easy to understand comparison of the before and after states Fully model, implement, deploy and track technology change Customisable & profile based reporting for all levels
ServiceNow Example
ServiceNow: CMDB CMDB Bi-direction integration Update Core Control from CMBD automatically Use Core Control as normalisation engine for 3 rd party discovery into CMDB
ServiceNow: Orchestration Orchestration Automate Core Control tasks using Orchestration Import/Export data Reconcile data Update catalogues Initialize reports
ServiceNow: Analytics Analytics Core Control Analytics available within the ServiceNow UI, providing full trending and business intelligence for SAM.
ServiceNow: Catalog Catalog Check license availability and alternative catalogue product options to reduce spend and rationalise applications
ServiceNow: Governance, Vendor, Cost Mngt Governance, Vendor and Cost Full output of Core Control available inside ServiceNow UI providing business intelligence across Governance, Vendor and Cost.
ServiceNow: Problem, Incident, Change Problem, Incident, Change Enhance the information available to users with updated and enriched data e.g. Apps eligible for upgrade End of Life information Contract/ Warranty Information Vendor SLAs
ITSM & SAM INTEGRATION A REAL WORLD EXAMPLE
Case Study SAM & ITSM Integration The Company Provides the post-trade backbone of international financial markets Global organisation, Corporate HQ in New York Processes $3.5 trillion worth of transactions every day Custody & asset servicing in over 130 countries, valued at $64 trillion Mission to innovate whilst mitigating risk, creating efficiencies and reducing costs
Location New York London Location New York London ProgrammeTimeline 90 days to go-live 90 days to go-live Industry Global financial Services Integrations ServiceNow BDNA Blazent The Brief Build the baseline for Global SAM Strategy Full transparency into the true costs of IT Provide the business, IT and operations with accurate info for decision making Deliver centralised view of all hardware and software assets Reliably mapped against contracts, licences & entitlement IBM, Oracle, Microsoft, EMC, VMWare, Symantec & others
The Solution Core Discovery Mixed Windows & Unix environment with multiple variations of virtualisation 8,500 servers, 6,000 desktops, 500 distinct server apps, 325 distinct desktop apps Integrated with Tivoli Asset Discovery and Dependency Mapping (Z Series), ILMT (IBM) Core Control Analytics and dashboards showing transparency of asset vs entitlement Modelling technology change to support decision making ServiceNow ITSM Data normalisation & bi-directional integration into CMDB & release catalogue Highly Secure & 24/7 Support
Looking to the Future Moving Core Control from On-Premise version to the cloud Even deeper integration with ITSM Wider usage of transformation module ROI Control and visibility of IT has been restored Given the ability to optimise technology investments Centralised SAM strategy and reduced multi-tool support Reduced unpredicted costs and risk associated with vendor audits ITSM data enriched and now a single point of accurate truth
SAM Service Functions Benefits Integration & Enhancements for ITSM Platforms Accurate software pricing to cost services Software categorised for optimised view of estate Compliance and software EOL info available Improved time to resolution with SAM data to hand Cost avoidance / reduction though visibility of available software licences Assured availability and service continuity planning Licence expiry info available Software cost modelling data available Transformation model data available Informed capacity planning Reporting / Analytics Change Mgmt. Change Evaluation SACM Knowledge Mgmt. Transition / Planning Support Release / Deployment Mgmt. Request and Demand Mgmt. Release Mgmt. Problem Mgmt. Incident Mgmt. Service Catalogue Mgmt. ITSCM Availability Mgmt. Supplier Mgmt. Config Mgmt. I T S M ITSM Platform Service Desk, Service Catalog, CMDB, KMDB Core Control On premise Hybrid Cloud
Six ways to make SAM drive greater benefit for ITSM 1. SAM is not a stand-alone function. SAM & ITSM complement each other 2. ITSM SAM Modules don t deal with the reality of your hybrid-estate. You must have the capability to manage the complexity 3. Use all data available. A single inventory tool will not cover everything 4. Your SAM solution needs to support ITSM functions to drive the maximum ROI and benefit. Integration with CMDB is just the start 5. Use the data, analytics and modelling in your SAM platform to support better decision making. Historical compliance reporting is not enough! 6. Remember technology alone is not the answer, needs to be supported by people and process. If you don t have the skills internally, make sure your partner does
Any Questions?