ITSM.next: Wearables, Internet of Things and Service Managements and IT
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Transcript of ITSM.next: Wearables, Internet of Things and Service Managements and IT
© Copyright 3/3/2015 BMC Software, Inc1
Anthony OrrDirector, BMC Software
ITIL Author
ITSM.next: Wearable, Internet of Things, Service Management and IT
ANYWHERE I.T.
ANYTIME I.T.
ANYTHING I.T.
© Copyright 3/3/2015 BMC Software, Inc2
Anthony OrrDirector, BMC Software
ITIL Author
ITSM.next: Wearable, Internet of Things, Service Management and IT
© Copyright 3/3/2015 BMC Software, Inc3
Agenda
1. Devices, Wearables and the Market
2. Value of the Technologies
3. Service Management
4. ITSM
© Copyright 3/3/2015 BMC Software, Inc4
Device evolution
• Dumb terminal
• Personal computer
• Personal devices
• Smart devices
• Embedded devices
© Copyright 3/3/2015 BMC Software, Inc5
Defining Wearable Computing
• Glasses
• Clothing
• Watches/Bands
• Shoes/Skates
• Clip-ons
• Smart Phones/Tablets/PC
• Exoskeletons
© Copyright 3/3/2015 BMC Software, Inc6
Key Markets
• Healthcare
• Retail
• Sport and fitness
• Safety and Security
• Gaming and Lifestyle
• Military
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Market Drivers
• People want data – awareness
• Big players – Apple, Microsoft, Google, Amazon
• Start-ups
• Lower cost of sensors, digital health
• Marketspace merger –smartphone with sensors
• ZMOT capabilities
• Interoperability improving
• Privacy and security issues
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Value in the Service
• Social
• Economic
• Psychological
• Empowerment
• Experience
• Productivity
• Creativity
• Decision Support
• Elegance
• Engagement
Customer/User(Social)
Employee(Psychological)
Supplier(Economic)
Quality of Service
Quality of Experience
Quality of Engagement
Quality of Solution
© Copyright 3/3/2015 BMC Software, Inc11
Decision Support
• Search for answers
• Data – “Big Data”
• Information overload
• Knowledge based on Trends and Collaborative usage of Information
• Wisdom – Smarter, better reaction, proactive
• Improve performance of decision making
• Quantification with wearables
Source : ITIL 2011 CSI publication
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QuantificationContextual data
• Geographical
• Algorithmic based on your searches, history
• Temporal based on moments in time relative to other things, social
• Location (documents, media, influence, people, etc), wearables
• Life Style (calendar, quantification, etc)
• Proximity (in store notifications, etc)
• Biological (pulse, heart beat, posture, DNA, etc)
• Correlation (sensor, tracker, mobile, etc)
© Copyright 3/3/2015 BMC Software, Inc13
Sensors/Features
Proximity sensor
Motion
sensor/accelerometer
Ambient light sensor
Moisture sensor
Gyroscope
Accelerometer
Bluetooth
Wi-Fi
Estimote
Ibeacon
Dust
Water
Motion
Gas
Magnetic
Shock
Tilt
Fingerprint sensor
Face detection
MP3
Camera/Video
recording
GPS/geotagging
Facetime
Siri
Microphone
© Copyright 3/3/2015 BMC Software, Inc14
Internet of Things
• Wear-ables
• Home devices and sensors
• Work devices and sensors
• Business devices and sensors
• Enablement by Big Data
• Best Practice stage –Coordination/Collaboration
© Copyright 3/3/2015 BMC Software, Inc15
Connecting everything
The Internet of People
People to IT
IT to Business
Wearable
Sensor
Environment
You(Customer)
Internet of
Things
Sensor
Sensor
Digital Services
(Supplier)
SupportBusiness Services
IT ServicesGlasses
Clothing
Shoes
Watches/Bands
Clip-ons
Smart Phones
People
Digital Services(Private Apps)
Delivery
Other Connected
People
Platform of the Future
Value Network
Services are created with relationships
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Complexity of IT Challenge
• Focus is Customer and Business outcomes
• Improve Capability
• Acquire Resources
• Improve Performance
• Remove Waste
• Improve Experience
• Governance
• Security
• People
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IT Service Management
• Run, Grow, Innovate/Transform
• Support
• Delivery
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
• Emerging Technology
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Learn more at www.bmc.com
Smart IT for Service Managers
Social
Crowdsourced
Real-Time
Virtual Agent
Context-Aware
Formless
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• Glove will change the way you make music
• Microsoft develops “Smart Bra” to monitor stress
• Sign language ring translates hand movements to speech
• Wearable medical devices market to reach 5.8 billion
• Wearable fitness technology to quadruple in 2014
• 90 million wearable device expect to ship in 2014
• Apple unveils apple watch
• Camfind app for Google glass for visual search
Virtual world enablement for children/people with disabilities
– Learning disabilities
– Cerebral Palsy
– Speech and language impairments
– Visual impairments
Enhanced augmented virtual reality
– Stroke rehabilitation –Cybergloves
– Parkinson’s disease
Social
Economic
Psychological
News Excitement Innovation
Real Value – IT for Life
Source: http://www.wearabledevices.com/
© Copyright 3/3/2015 BMC Software, Inc23
Take-away’s
1. Isn’t it amazing what IT was meant to be
2. Plan your route to value with BMC Solutions
3. Embrace Digital Services in all areas of your life
4. Deliver Social, Economic and Psychological value
Make the world a better place
© Copyright 3/3/2015 BMC Software, Inc24
The Future looks so Bright
© Copyright 3/3/2015 BMC Software, Inc25
Thank You.
Anthony OrrDirector, BMC Software