Bye Bye IT, we'll miss you! Savvy business is making IT unnecessary. IT is making itself irrelevant. Breaking down 5 trends over the past 3 years I will show why IT as we've known it will no longer exist, and I will share my thoughts on the 4 paths of IT professionals by examining the service supply chain. The 5 trends will be: 1) Cloud Computing 2) BYOD 3) Outsourcing 4) App Stores 5) Software Mergers and Acquisitions See Matthew's TFT speaker Pinterest board: http://pinterest.com/servicedesk/matthew-hooper/

1. bye bye it
- we’ll miss you
Matt hooper

2. BYE BYE IT
- we’ll miss you
Matthew Hooper
@Vigilantguy

3. Matt Hooper
• 1987-1990 Jr.Verification Analyst Yellow Pages Company
• 1993-1997 Owner/Operator Family Owned Home Services Business
• 1994-2000 Helpdesk to VP IT of Global Ops
• 2000-2004 CTO Consultant to Fortune 500 Companies
(Cisco, The Hartford Insurance, Tyco & more)
• 2004-2009 CTO/CMO to CEO ITSM, QA & Monitoring Firm
(Mars, XL Global, Regions Bank, Citizens Bank & more)
• 2009-2011 CIO/CMO Hosting/ Tech Support Outsourcer
• 2011-2012 Startup Failure
• 2013 - TBD :)

4. We will miss you!
IT

5. “When a resource becomes essential to
competition but inconsequential to
strategy, the risks it creates become more
important than the advantages it
provides.” Nicholas Carr
Source: May,2003 Harvard Business Review

7. Typical CIO Mission Statement:
“The mission of Information Technology is to provide strategic IT vision, leadership,
and enterprise solutions to the staff so they can meet their goals, deliver results,
and enhance the company’s position in the US and global markets..”
Dilbert’s Mission Statement:
"We have committed to synergistically fashion high-quality products so that we may
collaboratively provide access to inexpensive leadership skills in order to solve
business problems"
source: Scott Adams Dilbert Mission Statement Generator

8. Reality stranger than fiction...
On a social media site, about the social media site IT
people said:
“perhaps some posted guidelines on why posts
may be deleted and what their shelf life will be”
“I'm all for some guidelines.”
“I thought we had some guidelines “

11. Show me the money...
2010 - Venture Financing for Cloud: $1.6B
2011 - Venture Financing for Cloud: $2.4B
Source: Venture Source April, 2012
“Gartner Says Worldwide Cloud Services Market to Surpass $109
Billion in 2012”
Source: http://www.gartner.com/it/page.jsp?id=2163616 9/18/2012

14. IT

15. Source: http://www.blog.ciklum.com/2012/08/exploring-ukrainian-it-and-software-development-outsourcing-industry/the-volume-of-provided-it-outsourcing-services-from-2003%E2%80%932011/

16. Enterprise Deployments Enterprise App Store
PMO Yes No Thanks
ITSM Yes Uhm.. No
CIO Yes Maybe

17. Field Service:
■ Dexterra acquired by Antenna Software (2009)
■ Sybase iAnywhere acquired by SAP (2010)
■ Servigistics acquired by PTC (2012)
■ Syclo acquired by SAP (2012)
Enterprise listening platforms and community platforms:
■ Radian6 acquired by salesforce.com (2011)
■ Overtone acquired by KANA Software (2011)
■ Leverage Software acquired by Telligent (2011)
■ Collective Intellect acquired by Oracle (2012)
■ Cymfony acquired by Visible Technologies (2012)
Multichannel customer service solutions:
■ RightNow acquired by Oracle (2012)
■ Ciboodle acquired by KANA Software (2012)
■ CDC Software and Consona merge to form Aptean (2012)
source: Forrester http://blogs.forrester.com/kate_leggett/12-11-24-
market_consolidation_in_the_customer_service_space_a_slew_of_companies_that_no_longer_exist

18. R U ready 4 change?

19. The computer systems design and related services industry
is among the economy’s largest and fastest sources of
employment growth.
...growth catalyst... persistent evolution of technology...
expand their market opportunities.
Source: US Dept of Labor http://www.doleta.gov/BRG/Indprof/IT_profile.cfm

20. Hope!
Opportunities today:
Raising the bar of information management within
the business
Providing security training
Data flow training
Business intelligence
Opportunities of tomorrow:
Total data mapping - customer centric correlation
Holistic intent based data collection

22. MarTech
“By 2017 the CMO will Spend More
on IT Than the CIO” Laura McLellan, VP of Marketing
Strategies Gartner
The Technology CMO
90% of respondents said that
Her assertion is backed by survey data in which
the marketing department is either solely responsible or
leads a cross-functional team that sets the strategy for
technology purchasing decisions. Marketers have more and more say in the
technology they use to do their jobs. Enough said.
Source: http://my.gartner.com/portal/server.pt?open=512&objID=202&mode=2&PageID=5553&resId=1871515&ref=Webin

23. Opportunity
• Revenue Driving Analytics
• Market Demographic
• Customer Centric Innovations
• Customer Experience Optimization

25. Security
“Technical solutions and compliance controls
are important, but they cannot substitute for
a knowledgeable, security-conscious user.
That’s why enlisting end-user participation to
help keep the network secure should be a
key goal of information security planning.”
Source: Motorola http://www.motorola.com/web/Business/Global_Services_New/Global%20Services%20for%20Government%20and%20Public%20Safety/
_Documents/_staticFiles/Security%20Services%20White%20Paper.pdf

26. Opportunity
• Customer centric data mapping
• Business centric protection

27. pic source: http://www.tnooz.com/2012/10/18/how-to/getting-the-skinny-on-mobile-in-a-one-size-does-not-fit-all-world/

28. Mobile data traffic will reach the following milestones within the next five years.
• Due to increased usage on smartphones, handsets will exceed 50 percent of mobile data
traffic in 2014.
• Monthly global mobile data traffic will surpass 10 exabytes in 2016.
• Monthly mobile tablet traffic will surpass 1 exabyte per month in 2016.
• Tablets will exceed 10 percent of global mobile data traffic in 2016.
• China will exceed 10 percent of global mobile data traffic in 2016.

29. Opportunity
• Insight automation (Data visualization)
• Rich context: Geographic, social, relevance
• Video automation

30. Q&A

31. Matthew Hooper
@Vigilantguy
Conclusion Facebook/heyhoop
Linkedin/matthewbhooper
“I think it would
be better not to
die, don't you?”
-Sonny
pic source: Courtesy Twentieth Century Fox

32. WITH THANKS TO OUR SPONSOR
bmc remedyforce
#TFT returns june 2013