Some believe that ITIL is rigid and outdated, especially when trying to deliver the New Style of IT (NSOIT) that businesses need to work effectively. This session goes back to the roots of ITIL to understand how to unlock its potential in content of current challenges, plus explains the skills and management approach needed to focus on both NSOI and service integration.

1. IS ITIL relevant for the
New Style of IT?
Tony Price
Director
WW IT4IT Strategic Consulting
Hewlett-Packard Limited

2. © Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.2
Agenda
Background
The exam question
Industry / positioning
New Style of IT Core Qualities
A view from a Service Broker / Service integrator and beyond perspective
IT4IT
Prediction of skills for the future
1
2
3
4
5
6
7

3. The pace of change in our industry is
exponential.
We are experience a technological tectonic
shift.

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The reality of IT today
Social Media
Cloud
Mobile
Big Data
Security
InfrastructureInformation
Business
Application
Lifecycle
Multi Sourced IT Provision

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IT
New Style - Core Qualities
Connected
Intelligenc
e
Operate Securely
Enterprise Agile
Service Centric
Multi Source

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The Old and the New
Old Style
Traditional
Legacy
New Style
Fluid
Bi-modal

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The service Desk Analyst is dead, long live the
Service Management Analyst
The reality of today using integrated monitoring / alerting / self healing /
robotics / analytic and Big data… Service Desk agent can and are doing
far more than they have traditionally performed
Proactive
Problem
management
Incidents
resolved
before user
detection
Improved
customer
satisfaction
Initiation of
scripted
activities
The SPOC for
all IT contact
Marketing of
IT Service
A source of
real time client
information

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The Service Management analyst is dead – long
live the Client Service Specialist
But we have hardly got on top of today and already we want tomorrow
…..oh and its reality today!
Zero Touch IT
Singe pain of
glass into IT
(HP Propel)
Auto
Provisioning
based on
demand
Predicting
customer
behaviour
through
Analytics and
big Data
Learning
behavioural
patters
Compliance
checking with
every / any
interaction
Targeted
promotion of
new goods or
services

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The Client Services Specialist is dead, long live
the “keeper of the big picture”
“The trick to forgetting the big picture is to look at everything close up.”
Chuck Palahniuk (American Journalist and Novelist)
True Holistic
view of IT
with Total
Transparency
Real-time
Cloud
Provisioning
aligned to
demand
Everything as
a Service
Only consume
standard
offers (no
customisation)
True Pay as
you go
consumption
models
No
commitments /
no licence
fees
WOW the
Client
IT Always
available, any
time, any
device, any
where
New channels
to Market
e.g.. Wearable
Social media
as a
mainstream
channel to
market
Plug and play
suppliers
(SIAM)
Real-time
analytics
(HP Service
Anywhere)
Reducing
catalogue
sprawl
(HP Propel)
The enhanced
Shopping
experience
Enhance the
Total
Customer
Experience
And lots lots
more

Monitoring
and reacting
to trends
(Social) and
Hot Topics
Knowledge
management

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So who said ITIL is ITIL is ITIL because its not!
The fundamental principles of ITIL are still as applicable today
The way you apply ITIL and the skills you need today to deliver ITIL are very
different
Lets take Service Brokering / Service Integration and Management (SIAM) and
beyond as an example

11. © Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.11
SIAM Business Blueprint
Service Integrator
Service Delivery
Lines of Business
Service
Consumption
Represent
Service
provider
ecosystem to
the business
a single
entity
Represents
the business
toward
multiple
suppliers
Service
Providers
Retained
IT
Supplier 1
(Traditional)
Supplier 2
(Cloud)
Supplier 3
(Hybrid)
Above the
line
On the line
Below the
line

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ITIL Process perspective
Service Integrator
Service Delivery
Lines of Business
Retained
IT
Traditiona
l ITIL
Process
Supplier 1
(Traditional)
Supplier 2
(Cloud)
Supplier 3
(Hybrid)
Above the
line
On the line
Below the
line

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ITIL Process perspective
Service Integrator
Service Delivery
Lines of Business
Retained
IT
Traditiona
l ITIL
Process
Supplier 1
(Traditional)
Supplier 2
(Cloud)
Supplier 3
(Hybrid)
Service Integration Layer / Bus
ITIL
Process
Above the
line
On the line
Below the
line

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IT4IT
Designed with industry
HP, Achmea, Shell, Munich Reinsurance,
PricewaterhouseCoopers, AT&T, Accenture, Capgemini,
BP, Logicalis, UMBRiO, Atos, IBM, Architecting-the-
Enterprise, Microsoft, OriginEnergy, Exxon Mobil
Standards based
Michael Porter’s value chain, lean manufacturing value
stream concepts, Cobit, ITIL, SAFE, …
Mission
To provide a vendor neutral, technology agnostic and
industry agnostic reference architecture for managing
the Business of IT, enabling insight for continuous
improvement to enable IT execution across the entire
Value Chain in a better, faster, cheaper way with less
risk.
IT Value Chain – Standards Based – Customer Driven

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Strategy to Portfolio
Requirement to
Deploy
Request to Fulfill Detect to Correct
IT
Value
Chain
IT Value Chain and supporting Value Streams
I need a new service I need new features I need this fixed NOW
I want what’s
available

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HP Reference Architecture (based upon the Open Group
IT4IT)
Detect
To
Correct
Strategy
To
Portfolio
Requirement
To
Deploy
Request
To
Fulfill
Business and Customer Relationship
Planning GRC IT Finance IntelligenceImprovement
ERP HR Finance Procurement IaaS
Sourcing and Supplier Relationship
IT Consumer Portal & Dashboard
Service Model Backbone and Integration
Demand Investment
Portfolio
IT
Architectur
e
Service
Portfolio
Require-
ments Project
Design /
Develop
Test &
Release
Catalog Usage /
Billing
Fulfillment Change
Incident /
Problem
Monitor /
Event
Config-
uration
Diagnose /
Remediate
EnterpriseArchitecture
BigDataAnalytics
For more information see www.it4it.com

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Predictions - Some key skills for the future
Relationship
Management
Vendor
Management
Marketing
Portfolio
Management
User
Experience
Business
Intelligence
(BI)
Security
Managing “the
Big Picture”
Mobility
Data Science
and
Management
Robotics
Digital
Business
Architects
Regulatory
Specialist
Risk Specialist
Smart
Machines
(IOT)
Evolving IT Service Management
IT4IT

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Summary
Is ITIL relevant for the New Style of IT
• The Fundamental principles of ITIL are still as applicable today as they always have
been
• The way you apply ITIL and the skills you need today to deliver ITIL are very different
due to:
• Technological advancements
• New operating models
• New customer demands
• The business and IT becoming even closer (or even as one) in the age of Digital Business

19. © Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.19
Thank you and Questions?
Useful links
http://www.opengroup.org/IT4IT
http://www8.hp.com/uk/en/software-solutions/it4it-consulting-services/index.html
http://www.opengroup.org/