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Enabling IT as a service broker
with the Service Catalog
HP Software Professional Services
Felix Fernandez / June, 2014
@ffromero
#HPDiscover
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Managing a mosaic of services
Year IT execs expect to confidently manage business processes
across services spanning data centers and public and private clouds
2012 2013 2014 2015 2016 2017 2018 2019 2020
100%
80%
60%
40%
20%
0%
Confidence
2020: Managing a mosaic of services
An IT service broker
needs to
shield
the business from
the complexity of
managing it all.
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Information
Applications
Infrastructure
Mitigate risk
Mitigate threat of
business service failures
and inability to comply
with regulations
Reduce cost
Achieve better ROI & reduce
IT costs through service
provider & delivery
optimization
Agility
Faster response to
changing business and
customer needs
Innovation
Deliver competitive &
service advantage
Analysts predict enterprise cloud services will be
used by 8 out of 10 of the Fortune 1,000 companies
What is driving IT to become a service broker?
Traditional
Managed cloud
Private cloud
Public
cloud
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
And what are the challenges of managing
multiple suppliers?
IT is responsible for evaluating, designing, procuring, delivering, and managing IT
services and resources on behalf of the business. IT must protect the business from
the complexity of managing multiple suppliers:
• Inconsistent processes for onboarding and off-boarding
• Disparate management platforms
• Loss of visibility and control
• Unclear, inconsistent accountability
• Cost-inefficiency
• Need for ongoing integration
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Do nothing
But the pace is unsustainable
Limit the number of vendors you use
And suffer vendor lock-in while missing out on best-in-breed technology
innovations
Let each responsible party select, contract with, and manage their own vendors, to
the best of their ability
And lose all semblance of consistency and control
Transform IT into a service broker, utilizing a
Service Integration and Management (SIAM) approach
Frost & Sullivan. Managing Vendor Sprawl: How SIAM Can Help You Gain Control. 2014
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Re
fe
re
nc
e
arc
hi
te
cture
Process model
Information model
Technology integration
Standalone
Shared service
Service integrator
Service broker
Low maturity
High maturity
Operational focus
Strategic focus
Optimize
Transform
Transform
Transform
Legacy
standalone
Shared service
delivery
Optimize
Optimize
Optimize
Transform
Hybrid service
delivery
Open market
service delivery
IT operating model
Multi-supplier
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
ATL Incident
Escalation
1.9 Major Incident Handling 1.8Major Incident Confirmation 1.11 Complaint Handling 1.1 Interaction Handling 1.2 Incident Logging &
Assignment
1.6 CPS or CDP Incident Investigation & Diagnosis
1.7 CPS or CDP Incident Resolution & Recovery
1.12 Tracking and Escalation 1.11 Task Management 1.3 Standard Incident Investigation & Diagnosis 1.3
Standard Incident Acceptance
Incident
Record Alerts Closure 1.10 End
Critical
CPS/CDP
Standard
1.5 Standard Incident Resolution & Recovery
Business
IT
(service
integration
layer)
Suppliers
Example process flow across multiple vendors for
Incident Management
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Business
units
CIO
Compliance and
security
Service assurance
and quality
Cost effective, predictable
service usage
Visibility of the service
portfolio
Clear responsibilities
and accountability
Service sourcing
strategy
CIO
Internal organization
In-house
applications
centers
Data
Private cloud
services
Workplace
services
External suppliers
Hosted
services
Outsourced
services
services
Cloud
Communication
services
?
Services
Demand
…IT must integrate and manage all services, no
matter the source
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Service Integration and Management (SIAM):
The operating model for multi-sourcing management
SIAM operating model
components
Governance
• Obligations, policies and roles
Operational processes
• Processes, goals and metrics
Technology
• Integrated management tools
Service
consumption
Service provider
ecosystem as
single entity
towards business
Service provider
ecosystem
Govern
Plan
Build
Run
Service integrator
Service delivery
Lines of business
Service
provision
operations
Service
Service
brokering
Service
consumption
SI governance
Demand & supply chain
management
orchestration
Service
Service
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
IT performance management and
continuous service improvement
• Single source for reporting IT business
performance information
• KPIs to measure supplier performance
• Performance data for benchmarking and
decision-making
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Service Portal and Catalog
Unified end-user service
experience
• Consumer-oriented shopping
experience
• Seamlessly integrated to internal and
supplier services
• Hybrid fulfillment and service
delivery: on-premise, off-premise
(including cloud)
• Business-oriented service structure
…with a unified experience for enterprise employees
Service Integration and Exchange
Service Portal and Catalog
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Manage the total
service experience
Manage the
service lifecycle
Transform the
Service Catalog
– Single point of access for request
– Knowledge access
– Become a 21
stCentury IT department
– Standardize on services
– Integrate with incident, request,
problem, change
– Include supplier services
– Become a service provider
– Automate provisioning
– Integrate with other fulfillment engines
– Manage catalog lifecycle
– Integrate supplier fulfillment processes
– Become a service broker
Capability
Val
ue
From a cutting-edge service catalog to service
lifecycle automation
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
4 4
Service Map
Family Enterprise Life Group
CO M M O N SE RV IC ES BU SI N ESS PR O C ESS SU PPO R T P RODU CT A ND SE R V ICE M A NA GE M E NT CH A NN E L S E R V ICE S
Car Insurance Contracting Car Insurance provision management Car Insurance Order management
Enterprise online office Car product development General Insurance Contracting General Insurance provision management General Insurance Order management
Enterprise and Family management Health Orders Contracting & Management
Health provision management Mapfre online office
Life contracting Life provision Life order management
Life Management Life technical processes Industrial Risk contracting Credit and Guarantee contracting
Agricultural Risk management External portals
Mapfre online office Insurance Banking
Customer Help Desk User Service Desk Workplace management
Internal portals
Life insurance network Credit and Guarantee provision management Car Insurance Professional
Network management General Insurance Professional Network Management
Mapfre insurance network Credit and Guarantee order management Global Risk contracting &
Order management Life product development Insurance broker Multicentre Industrial Risk order management Industrial Risk provision management Health Professional Network Management Global Risk provision management Industrial Risk product development Club Mapfre Medical centre management Mapfre Renting Health and Safety prevention services
Service map
Service brochures
Service Portal
Designing the service catalog…
Unified experience
• Consumer-oriented shopping experience
• Seamlessly integrated to internal and supplier
services
A menu of IT services
• A menu of services that business users understand
• Service map structure and scope aligned to business
customers
• Defining the relationship between:
• Services and business functions/processes
• Services and business organization
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Supplier
Governance
Supplier
on-boarding
and off-boarding
Service
Orchestration
Service
Assurance
Suppliers
Cloud
providers
Internal IT
HP Propel Portal
HP Propel Service Exchange
HP Propel Portal and Catalog
Line of business
Service Catalog strategy and design
Service Catalog maturity
Service Catalog strategy for multi-supplier integration
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
