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© Copyright 3/3/2015 BMC Software, Inc1
Anthony Orr
Director, 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 Orr
Director, 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
© Copyright 3/3/2015 BMC Software, Inc7
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
© Copyright 3/3/2015 BMC Software, Inc8
Value
© Copyright 3/3/2015 BMC Software, Inc9
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, Inc10
© 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
© Copyright 3/3/2015 BMC Software, Inc12
Quantification
Contextual 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)
Support
Business
Services
IT Services
Glasses
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
© Copyright 3/3/2015 BMC Software, Inc16
Service
Management
© Copyright 3/3/2015 BMC Software, Inc17
Complexity of IT Challenge
• Focus is Customer and Business
outcomes
• Improve Capability
• Acquire Resources
• Improve Performance
• Remove Waste
• Improve Experience
• Governance
• Security
• People
© Copyright 3/3/2015 BMC Software, Inc18
IT Service Management
• Run, Grow, Innovate/Transform
• Support
• Delivery
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
• Emerging Technology
© Copyright 3/3/2015 BMC Software, Inc19
ANYWHERE I.T.
ANYTIME I.T.
ANYTHING I.T.
© Copyright 3/3/2015 BMC Software, Inc20
Learn more at www.bmc.com
Smart IT for Service Managers
Social
Crowdsourced
Real-
Time
Virtual
Agent
Context-
Aware
Formless
© Copyright 3/3/2015 BMC Software, Inc21
Dev Ops slide
© Copyright 3/3/2015 BMC Software, Inc22
• 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 Orr
Director, BMC Software
@anthonyorratBMC
anthony_orr@bmc.com
713-918-7402

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ITSM.next: Wearables, Internet of Things and Service Managements and IT

  • 1. © Copyright 3/3/2015 BMC Software, Inc1 Anthony Orr Director, BMC Software ITIL Author ITSM.next: Wearable, Internet of Things, Service Management and IT ANYWHERE I.T. ANYTIME I.T. ANYTHING I.T.
  • 2. © Copyright 3/3/2015 BMC Software, Inc2 Anthony Orr Director, BMC Software ITIL Author ITSM.next: Wearable, Internet of Things, Service Management and IT
  • 3. © Copyright 3/3/2015 BMC Software, Inc3 Agenda 1. Devices, Wearables and the Market 2. Value of the Technologies 3. Service Management 4. ITSM
  • 4. © Copyright 3/3/2015 BMC Software, Inc4 Device evolution • Dumb terminal • Personal computer • Personal devices • Smart devices • Embedded devices
  • 5. © Copyright 3/3/2015 BMC Software, Inc5 Defining Wearable Computing • Glasses • Clothing • Watches/Bands • Shoes/Skates • Clip-ons • Smart Phones/Tablets/PC • Exoskeletons
  • 6. © Copyright 3/3/2015 BMC Software, Inc6 Key Markets • Healthcare • Retail • Sport and fitness • Safety and Security • Gaming and Lifestyle • Military
  • 7. © Copyright 3/3/2015 BMC Software, Inc7 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
  • 8. © Copyright 3/3/2015 BMC Software, Inc8 Value
  • 9. © Copyright 3/3/2015 BMC Software, Inc9 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
  • 10. © Copyright 3/3/2015 BMC Software, Inc10
  • 11. © 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
  • 12. © Copyright 3/3/2015 BMC Software, Inc12 Quantification Contextual 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)
  • 13. © 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
  • 14. © 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
  • 15. © 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) Support Business Services IT Services Glasses 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
  • 16. © Copyright 3/3/2015 BMC Software, Inc16 Service Management
  • 17. © Copyright 3/3/2015 BMC Software, Inc17 Complexity of IT Challenge • Focus is Customer and Business outcomes • Improve Capability • Acquire Resources • Improve Performance • Remove Waste • Improve Experience • Governance • Security • People
  • 18. © Copyright 3/3/2015 BMC Software, Inc18 IT Service Management • Run, Grow, Innovate/Transform • Support • Delivery • Service Strategy • Service Design • Service Transition • Service Operation • Continual Service Improvement • Emerging Technology
  • 19. © Copyright 3/3/2015 BMC Software, Inc19 ANYWHERE I.T. ANYTIME I.T. ANYTHING I.T.
  • 20. © Copyright 3/3/2015 BMC Software, Inc20 Learn more at www.bmc.com Smart IT for Service Managers Social Crowdsourced Real- Time Virtual Agent Context- Aware Formless
  • 21. © Copyright 3/3/2015 BMC Software, Inc21 Dev Ops slide
  • 22. © Copyright 3/3/2015 BMC Software, Inc22 • 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/
  • 23. © 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
  • 24. © Copyright 3/3/2015 BMC Software, Inc24 The Future looks so Bright
  • 25. © Copyright 3/3/2015 BMC Software, Inc25 Thank You. Anthony Orr Director, BMC Software @anthonyorratBMC anthony_orr@bmc.com 713-918-7402