How IT Will Change by 2020 – Research From HDI

Given the rapid and dramatic changes occurring in business and technology, it’s challenging to predict events even one year out (though a post here last fall took a shot at predicting IT trends for 2015).

Yet the researchers at HDI have even more ambitiously taken a stab at prognosticating the state of enterprise technology and IT support five years ahead in Foresight Is 2020: Industry Predictions from the HDI Strategic Advisory Board.

the future of IT support per HDIThis article by Roy Atkinson and Craig Baxter shares some of the findings from “an ambitious project to look ahead about five years and make some assertions about where the technical service and support industry will be by the year 2020,” launched late last year by the HDI Strategic Advisory Board.

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What’s New on Kinetic Community – July 2014

Kinetic Community is the information and interaction hub for users of Kinetic Data software. It’s the place to find and discuss product documentation, videos, presentations, training class materials, downloads, example service items, task handlers, bundles, bridges and more–as well as presentations and training materials from the 2014 Kinetic Enthusiasts Group (KEG) event.

Kinetic Community
Here is what’s new on the site since our last blog update:

Kinetic Request – Migrating from Dev to Prod (July 18, 2014)

This short video demonstrates how to migrate a service item from development to production.

Kinetic Request – Migrating from Dev to Prod from Kinetic Data on Vimeo.

VMWare Handlers (July 17, 2014)

A collection of 14 handlers useful for interacting with VMWare VSphere, including VMWare VSphere Virtual Machine Check Status (given a task id, the handler checks the current status of that task) and VMWare VSphere Virtual Machine Clone (clones the given virtual machine).

Imgur Image Upload  (July 17, 2014)

This handler uses the REST Imgur API to upload a file to your Imgur account. Before using any Imgur handler for the first time, you will need to obtain a refresh token to connect to the account (instructions included here). After doing that, the handler will connect to that account and then upload the image. Title, Description, and the Album are all optional attributes.

Infoblox Create Record (July 17, 2014)

This handler uses the REST Infoblox API to create an A record (with the possibility to also create a PTR record). After configuring the handler with the URL where the Infoblox server is hosted at along with the username and password of an account with the correct permissions, the handler will start to build the hash of information to send to Infoblox.

BladeLogic CLI Handler (July 17, 2014)

The BladeLogic Command Run handler allows you to run most CLI commands against a BladeLogic app server. It accomplishes this by using the CLI Tunnel included with the BladeLogic web services.

Listing AD Groups for a User When Only SAMAccountName is Known (July 11, 2014)

First challenge: List all of the Active Directory groups the logged in user belongs to in a menu Second challenge: Do this only knowing their short/’samaccount’ username This article addresses both these issues at once, showing how to search the AD for groups, and how to do it when only knowing the SAMAccount username.

Kinetic Request Submission Format Answers HTML (June 26, 2014)

Builds a simple text and HTML result strings by formatting a specified subset of answers for the source Kinetic Request submission. To specify the answers to be formatted, various labels can be configured (the answers will be sequenced in the normal page order of their corresponding questions); for example, a starting question menu label (if the starting question is not provided, the first question of the service item will be used).

Kinetic Helper Record Create v2 (June 26, 2014)

Creates a record with the specified values in the KS_SRV_Helper form. This can be used, in conjunction with the other helper record handlers, to store data about a service item.

To learn more, check out all recent updates and resource additions on Kinetic Community.

Service Providers—Configure Your Service Processes for Superior Business Value

By Brett Norgaard

Over the past year, my blogging has centered on how service providers (internal, shared service, or outsourcers/managed service providers) can save money, reduce risk, innovate, accelerate time to value, enhance customer satisfaction and increase productivity in their operations. How can this be accomplished, you ask?

Once you have a configurable, secure, multi-tenant service platform in place, you can swiftly and confidently transition new clients onto the platform with standard, optional and customized services. If you have a “master library” with portfolio management functionality, each client can operate as “an experiment in productivity.” The opportunity is to identify, capture, replicate and roll-out productive innovations. Here’s a short blog entry exploring this: Service Providers Accrue Enterprise Value Benefits From all Clients.

One client/department/division/program’s invention can be another’s innovation…if the service items are portable to other instances or versions of the service platform. And, the branding and theming needs to adapt to the new client/user as well. See the blog series on “Service Item Portability“:

Innovation does not have to be daunting. Consider that it can simply be a matter of cloning one service item and registering it for another client/user. Or, you can clone a service item and link it to another process like a specific approval process, integration to an enterprise application like HR or Procurement, access to a Cloud-Based service for provisioning IT resources like computing power or storage, or access to an enterprise service like Active Directory – captured in a reusable handler.

Also, tying back to a configuration-driven approach, you can employ “sense and respond” style innovation with no fear of disrupting the underlying service platform since no programming changes are occurring. Here’s a link to a short blog entry on that topic: Service Provider Innovation, Three Easy Pieces.

In summary, here’s a “formula” to consider: CSMtP(ML/CPM) + ST + CSI = DML

Configurable, Secure, Multi-tenant Platform w/Master Library/Curator Portfolio Management + Streamlined Transitioning + Continual Service Innovation = Differentiated, Market Leadership.

Forrester Research Outsourcing Trends—How Service Providers Can Capitalize

By Brett Norgaard

The other day, I had the chance to listen in on Forrester Research Service Provider Analyst Pascal Matzke’s observations on the outsourcing market. He outlined trends that are leading service providers to change their business models.

Here are the key trends:

  • The traditional outsourcing market has slowed, is not efficient and is very competitive – outsourcers often “build a new factory for every new client.”
  • Consumerization is affecting enterprise IT.
  • Business units are more involved and focused on business results.
  • Cloud computing is driving new dynamics toward re-use and on-demand offerings.

The traditional outsourcing model aimed toward IT operations with a “Plan, Build, Run” model was focused on lowering costs.

There are new models with embedded portfolio management practices emerging:

  • A focus on recurring client needs and scalability
  • Streamlined solutions built with modules—repeatability and re-use
  • Venture Capital mindset to manage the portfolio

The New Model focuses on Executive Management and Lines of Business in the Assessment and Solution phases. IT Operations works closely with Lines of Business in Service Integration. Everything is offered “as a Service” – Infrastructure, Security, Platform, Software, Analytics, and Business Process. IT Operations and Lines of Business work together to orchestrate service delivery. New model is Assess, Compose, and Orchestrate – a more fluid model than the traditional Plan, Build, and Run model.

Business benefits of new model:

  • 25-30% Improvement in Implementation Time
  • Better Project Predictability
  • Cost Savings of up to 15%

Matzke offered up a Portfolio Opportunity Scorecard—a Boston Consulting style two dimensional analysis using Portfolio Maturity and Market Readiness to gauge where to invest in service offerings.

He wrapped up with some advice for service providers to get busy exploring cloud offerings, review existing client relationships, conduct vision planning, get better at competitive intelligence, work on improved leadership, build portfolio management and get good at partnering.

How Kinetic Data enables capitalizing on these trends:

Kinetic Data’s configurable, multi-tenant, secure, web accessible, experience shaping, integration ready applications are particularly well-suited for the move beyond IT into the Lines of Business areas of your clients. Cloning and service item portability make re-use a great option at the design and delivery phases, too. Re-use is a great way to innovate not only within a single client’s portfolio, but across the service provider’s portfolio. Constructing a well thought Master Library of service catalogs and service items, along with a sound methodology for roll-out can dramatically decrease the time to transition to a new service platform. Sense and respond style innovation can let you experiment without risk and then see which innovations clients select. You can also leverage investments in the BMC Remedy ITSM tool set to extend directly to end users via web accessible service catalogs, self service portals and go beyond IT to realize true business value—anytime, anywhere, and on the client’s terms.

Service Provider Innovation – Three Easy Pieces

Industry analysts covering service providers at Gartner and Forrester Research monitor the evolving structure of outsourcing deals on a constant basis. These analysts report an interesting trend – innovation is included as a deliverable in an increasing number of deals.

What can a service provider do to ensure a constant stream of innovations that can be delivered to their clients?

There are three related pieces to address this that service providers using Kinetic Request bundled with Kinetic Task can adopt. The first is re-purposing service items developed for other clients, demonstrations, trade conferences, RFPs, etc. In our last service provider blog post on enterprise value, we explored the enterprise value that accrues to service providers by capturing, replicating, and re-deploying useful service items. Service items configured using Kinetic Data’s architecture contain a task tree that is a visible representation of the actual service item. It is abstracted from the branding and theming so as to be re-usable and is portable (see series of blogs on Service Item Portability) so it can run in any BMC Remedy environment version 6 or greater. Inventions designed for one purpose or client can be captured, re-branded, zipped up, installed, tested, and registered for another client. Innovation number one.

Service Innovation GoalsIn a related move, an existing service item can be cloned and modified, creating a new innovation. An example of this might be to add a robust approval process for service/product requests that goes down different paths based on data collected such as dollar amounts or urgency. A well planned master library will include this approval process as a task handler that can be pulled into any service item, connected, configured, tested, zipped up, installed and registered as a new service item. Innovation number two.

Since Kinetic Data service items are made up of configuration data with no programming change to the underlying service platform source code, playing with, testing, and experimenting are encouraged and do not pose a risk. This kind of sense and respond innovation can happen reactively or proactively without the time, cost and risk of programming. Service innovators need only a business process analyst level of familiarity in order to sense and respond their way to new service items. Innovation number three.

Service innovation can come in many forms. Having a configuration driven, portable approach with an eye towards re-using service items and their component parts to modify existing service items is one easy way to achieve your service innovation goals one piece at a time.

Service Providers Accrue Enterprise Value Benefits from All Clients

By Brett Norgaard

Every branch office in an organization can be thought of as “an experiment in productivity” according to Frank Troppe, author of “Branching Out,” the definitive book on branch office success. The trick is to promote a culture of innovation and ultimately capture the best productivity gains from the branches and replicate them across the entire company. Troppe goes on to develop a formula called, Replication Rule 144X, which dollarizes the Enterprise Value of effective branch-based innovations. Here’s how it works. In a 1000 branch based organization, let’s say that branch #273 invents a way to save $100/mo. through the development of a process such as the on-boarding of new branch personnel, the streamlining of a claims process, or the coordination of requesting and fulfilling equipment, materials, and space for ongoing seminars.

Here’s a breakdown of the formula:

$100 (monthly savings) X 12 months = $1200 Annual Savings per Branch

$1200 (Annual Savings per Branch) X 1000 Locations = $1,200,000 Annual Savings for all Branches

For a public company, let’s assume a Price to Earnings (PE) Ratio of 12 (this is an average—it could be higher or lower)

$1,200,000 (Annual Savings for all Branches) X 12 (Average PE Ratio) = $14,400,000 in increased Enterprise Value

Not too bad for a $100/mo. savings in branch #273 within an organization that can recognize, capture and replicate this innovation. An automated request and fulfillment system like Kinetic Request bundled with Kinetic Task can certainly capture the process and present it for broad usage across an organization. And, there is an integration capability to connect to enterprise systems like IT, HR, Procurement, and Facilities to broaden the scope and scale of the innovations.

As exciting as this is for a single enterprise, it is particularly appealing for a service provider with multiple clients who may each have thousands of branches, stores, offices, centers, clinics, etc. What we are really talking about here is a multi-tenant service request and fulfillment platform that can be configured for each client and where the innovations—captured as processes within service items—are portable and “replicatable” between branches and clients.

To the savvy service provider innovator, Replication Rule 144X is just the start…