IT SERVICE INNOVATION

©2009 HP Confidential1 ©2009 HP Confidential11

IT SERVICE INNOVATION

CLAUDIO BARTOLINI, HP LABS

HP LABS AROUND THE WORLDGlobal talent, local innovation

PALO ALTO

ST. PETERSBURG

HAIFA

BRISTOL

BEIJING

BANGALORE

SINGAPORE

©2009 HP Confidential33

Content Transformation

HP LABS RESEARCH PORTFOLIOThe next technology challenges and opportunities

Cloud

Information Management

Digital Commercial Print

SustainabilityImmersive Interaction

Analytics

Intelligent Infrastructure

DIGITAL COMMERCIAL PRINT

HP LABS’ RESEARCH CONTRIBUTION: Breakthrough technology to accelerate the transformation to digital commercial printing

PRINTING PROCESSES FORDIGITAL COMMERCIAL PRINTPrint engine, high-performance materials

COMMERCIAL PRINT AUTOMATIONWeb-based printing, intuitive color, creative workflow, quality assurance

END STATE: Flexible, customized, on-demand printing that replaces the traditional distribution of mass-produced materials

BIG BETS:


CONTENT TRANSFORMATION

END STATE: Complete convergence of physical and digital information

HP LABS’ RESEARCH CONTRIBUTION:Technologies to transfer content seamlessly from paper to digital and access digital content wherever paper is used today

AUTOMATED PUBLISHINGIntuitive, personalized organization; Intelligent content extraction

NEXT-GENERATION DISPLAYSDigital with the look and feel of paper; Interactive surfaces

DOCUMENT LIFECYCLESecure, authentic; Fluid flow of information from physical to digital, and back

BIG BETS:


IMMERSIVE INTERACTION

END STATE: Intuitive human interaction through and with technology

HP LABS’ RESEARCH CONTRIBUTION: Radically simplify the user experience to make technology more useful, intuitive and pervasive

INTUITIVE AND RICH USER EXPERIENCESNatural, multi-modal, interactions; Personal paradigms

SEAMLESS COLLABORATIONImmersive multimedia communication – anytime, anywhere – with no physical barriers

BIG BETS:


INFORMATION MANAGEMENT

HP LABS’ RESEARCH CONTRIBUTION: Redefine the twin tasks of taming and exploiting information to revolutionize enterprise decision making

TAMING THE INFORMATION EXPLOSIONSuperior analysis, extraction and delivery of enterprise content

LIVE BUSINESS INTELLIGENCETransform massive-scale, real-time data into operational business intelligence

END STATE: The vast universe of enterprise information transformed into immediate, business-relevant insight

IT INFORMATICSIntelligent understanding of computer interaction

BIG BETS:


ANALYTICS

END STATE: Application of mathematic and scientific methodologies create better run businesses

HP LABS’ RESEARCH CONTRIBUTION: Drive secure, informed, highly effective decision-making

ANALYTICS FOR OPERATIONSEnhance automation of business processesANALYTICS FOR PERSONALIZATIONIntuitive, customized experiencewith information across devices

AUTOMATING SECURITYTechniques and tools to rationalize IT security decision-making

BIG BETS:


CLOUD

HP LABS’ RESEARCH CONTRIBUTION: Develop an integrated cloud ecosystem, from infrastructure to services

ENTERPRISE CLOUD PLATFORMFrom computing resources to human skills

SOCIAL COMPUTINGExtracting knowledge from collective intelligence

CLOUD SERVICESRich, dynamic services;New business models

END STATE: Everything as a Service: A world of information, opportunities and experiences, delivered wherever, however and whenever you need it

BIG BETS:

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INTELLIGENT INFRASTRUCTURE

END STATE: Capture more value via dramatic computing performance and cost improvements

HP LABS’ RESEARCH CONTRIBUTION: Radical, new approaches for collecting, storing and transmitting data to feed the exascale data center

NEXT-GENERATION SCALABLE STORAGECloud-scale, dynamic, secure

NETWORKINGOpen, flexible, programmable wired and wireless platform

CeNSENano-scale sensors creating a Central Nervous System for the Earth

NEXT-GENERATIONDATA CENTERSExascale, photonic interconnectsNON-VOLATILEMEMORY AND STORAGEMemristor

BIG BETS:


SUSTAINABILITY

END STATE: An IT industry with a light carbon footprint that drives the reduction of carbon emissions throughout the global economy

HP LABS’ RESEARCH CONTRIBUTION: Displace conventional supply chains with sustainable IT ecosystems

SUSTAINABLE DATA CENTERSIntegrated, end-to-end management of compute, power & cooling resources from cradle to cradle

BIG BET:


Thought leadership

Engaging customers and partners

Advancing the state-of-the-art

Business impact

GOALS FOR HIGH-IMPACT RESEARCH

Making Labs’ innovation real

Publications and intellectual property

Technology transfers, demonstrators

Media coverage, external awards, professional reputation

©2009 HP Confidential1313 ©2009 HP Confidential

2009 HP LABS INNOVATION RESEARCH AWARDS60 awards, 46 universities, 12 countries

Americas

EMEAEurope, Middle East

& Africa

APJAsia-Pacific & Japan

• Imperial College London, England

• University of Bristol, England• University of Leeds, England• University of Newcastle, England• University of Surrey, England

• Humboldt Universitaet zu Berlin, Germany• Konstanz University, Germany• Technische Universitaet Berlin, Germany• Technische Universitaet Muenchen,

Germany• University of Koblenz-Landau, Germany• Universidade do Minho, Portugal• Russian Academy of Sciences, Russia• University of Saint-Petersburg, Russia

• Indian Institute of Technology, Bombay, India

• Peking University, China• Tsinghua University, China• Korea Advanced Institute of

Science and Technology, Korea

• University of Canterbury, New Zealand

• Bilkent University, Turkey

• Technion, Israel Institute of Technology, Israel

• Stanford University• University of California, Berkeley• University of California, Davis• University of California, Santa Barbara• University of California, Santa Cruz• University of California, San Diego• University of Southern California• University of Washington

• Arizona State University• Emory University• Georgia Institute of Technology• Virginia Tech• Carnegie Mellon University• New Jersey Institute of Technology• State University of New York at Buffalo• Rochester Institute of Technology• Worcester Polytechnic University• Wright State University

• North Dakota State University• Purdue University• University of Illinois at Chicago• University of Illinois at

Urbana-Champaign• University of Michigan, Ann Arbor• University of Michigan, Dearborn• University of Toronto• University of Wisconsin-Madison

OPEN CIRRUS CLOUD RESEARCH TESTBEDOpen innovation with industry, academic, government partners

– Multi-datacenter, multi-geography, multi-tenant

– Open, secure, internet-scale• 1000-4000 cores• Petabyte of storage

– Centers of Excellence around the globe

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IT SERVICES LANDSCAPE

15

• Automatic tools should address every aspect of the IT service lifecycle

• Strategy• Development• QA• Operations• EvolutionThe cycle time for developing

and releasing application enhancements will be a few days

Quality Assurance

Development

Design & Architecture

Requirements

ROI analysis

Innovation

Evolution

Resolution Retirement

Diagnosis

Change

StrategyOperations

Development


IT INFORMATICSAccelerating IT Knowledge

Data Analytics Knowledge Management Automation


IT SERVICES SUPPLY CHAINThe next technology challenges and opportunities


ANALYTICS DRIVEN INNOVATIONThroughout the IT Service Supply Chain


TECHNICAL APPROACH

Tool suite to model, analyze, simulate and optimize a variety of IT processes

– Common software platform

– Specialized tools for each IT process

What-if scenario analysis and optimization (predictive analytics, optimization, simulation, visualization)

Data

profili

ng,

corre

lation

PortfolioOptimization

IT Support Optimization

Development and QA

Optimization

Business objectives and KPIs

IT models and metrics (people, tools, processes)

Busin

ess I

mpac

t An

alysis


COMMON SOFTWARE PLATFORM COMPONENTS

– Predictive analytics

– Data mining

– Optimization

– Simulation

– Visualization

– Business-IT linkage models

– The IT model


Simulation of the incident management process

– Operator transaction time determined from history

assuming a positive normal distribution of work time

– Support group transition probability determined from

history to be equal to the observed transition frequency

– Incident generation and closure dealt consistently with

transition:

• Incident generation is done through re-sampling of the

historic incident pool

• Incident closure is treated as a transition to the “resolved”

state

Helpdeskincidentqueue

SupportGroup1incidentqueue

Assign to operator

Operator transaction

Operator transaction

Assign to operator

Assign to operator

Support grouptransition

SupportGroup2incidentqueue

Support grouptransition

Helpdesk SupportGroup1 SupportGroup2

Note: queues can have custom priority models

Operators shifts and schedules are taken into

account


VISUALIZATION OF SUPPORT GROUP DYNAMICS

– Size of node depicts throughput

– Width of edge denotes amount of traffic

– Arrows denotes direction of incident travel

– Thickness of node border denotes number of tickets closed vs. received

– Node coloring shows support level


ANALYTICS FOR IT PORTFOLIO MANAGEMENT


TRADITIONAL APPLICATION ARCHITECTURE

•Collaboration external to application,business data internal•Need to orchestrate through complexbusiness process definitions


COLLABORATION ORIENTED ARCHITECTURE

•Collaboration at the center of thearchitecture• Business data removed from the application and combined with emailand messages


TECHNOLOGY TRANSFER

– Transferred to HP Release Control

IT SERVICE INNOVATION

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