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7/30/2019 Hybrid Itsm Frontrange Gartner Webcast 9519
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2012 FrontRange. All rights reserved. Proprietary & Confidential. 1
Hybrid ITSMBecause having only oneoption isnt an option
Jarod Greene, Sr. Research Analyst, GartnerCraig Ledo, Sr. Director Product Marketing, FrontRange Solutions
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The Need for New Tools
IT infrastructure and operationsmanagement organizationstypically replace tools every5 years.
In the last 5 years, the totalsoftware revenue for IToperations management toolswas $70 billion.
In the next 5 years, ITorganizations will spend aforecast estimate of $100 billion.
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Evaluate Minisuites of Tools
IT Operations Management Tools
Network Fault Monitoring, Network Performance Mgmt., ECA,BLE, APM, Service-Level Reporting, Capacity Planning, BSM
SDM, CMDB, Server Provisioning, Network Configuration,Configuration Auditing
Workstation Virtualization, HVD, Mobile Device Mgmt.,PC App. Streaming, PCCLM, Application Virtualization
ITPA Tools, Jobs Scheduling, App. Release Automation,Workload Automation Broker
IT Service Desk, Release Governance, Service Request, ITAM,Self-Service Portal, Change Management
IT Service Portfolio, IT Service Catalog, IT Financial Mgmt.,Service Billing, Service Request Management
Backup/Restore, SAN Fabric, Storage Array, Storage Perform.and Provisioning, Business Continuity, Data Archiving
Availability & Performance
Configuration & Provisioning
End-User Mgmt.
IT Process Automation (ITPA)
IT Service Support Mgmt.
Service Portfolio Mgmt.
Storage Mgmt.
Virtualiz
ationandCloud
Management
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IT Service Management Challenges
5
IT service support has to modernize to account for changes in complexityof IT services and in business expectations.
Mobility
BYODAlways On
24/7 Support Required?
Social Networking
Mass CollaborationFeedback Mechanism
Collective Intelligence
Expertise Identification
Information
Big DataAdvanced Analytics
Context Aware
Cloud Computing
Flexibility in SourcingExpanded Business
Functionality
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IT Service Support Management Tools
Introducing IT Service Support Management Tools!
More focused on IT service support Tier 1 and Tier 2.
Tighter integration of functions that correlate with theactivities of the broader IT support organization.
Leverage a business view of the IT services.
Improves root cause isolation, issue resolution, andescalation accuracy.
Enhanced emphasis on mobility, social collaboration, andinformation analytics.
6
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IT Service Desk Tool Evolution
7
IT Service Desk
Looking at IndustryBest Practices
Formal Processes
Tiered Support
Consolidation/Standardization
IT Service SupportManagement Tools
Industry Best Practices inPlace
Day to Day ProcessesMature
Service SLAs
Process Automation
Systems Management ToolIntegration
Trusted Service Provider
Basic Ticketing
Reactive Culture
Ad-Hoc Processes
Low Customer Sat.
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Market Segmentation: I&O Maturity
9
Level 3 (proactive) is theminimum acceptable goal;otherwise, costs are too
high and quality and agilityare too low.
With nearly 500 complete self-assessments (and 500 on at leastone dimension), average I&O maturity is 2.25 on a scale of 5
0
10
20
30
40
50
60
0-Survival 1-Awareness 2-Committed 3-Proactive 4-Service-Aligned 5-BusinessPartner
People Process Technology Business Mgmt. Overall I&O Maturity
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Time and Effort Greater at 2, 3, and 4
10
Proactive
Service-Aligned
BusinessPartnership
Survival
Critical Success Factors:
Committed
Awareness
Res
ourcesandE
ffort
Time
Senior management commitment
Persistence and patience
Culture of continuous improvement
Staffing perform while transforming
Funding
New metrics
01
2
3
4
5
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ITSSM Tool Value Depends on Maturity
Unused
Tool
Unused
Tool
Unused
Tool
Unused
Tool
ITOMBreadth
Time to Maturity
SaaS License Cost Remains Steady
BusinessPartnership
5
Service-Aligned
4
Proactive
3
Awareness
1
Committed
2
Incident
Problem
Asset
ConfigurationManagement
Release
Change
ServiceRequest
SLAManagement
Incident
ServiceRequest
Problem
SLAManagement
Change
ConfigurationManagement
Asset
Release
ServicePortfolio
ServiceCatalog
ServicePortfolio
ServiceCatalog
Incident
ServiceRequest
Problem
Incident
ServiceRequest
Problem
SLAManagement
Change
ConfigurationManagement
Asset
Release
Incident
ServiceRequest
Problem
SLAManagement
Change
ConfigurationManagement
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Calculate the Total Cost of New Software
Software Licenses
Additional Software Costs
- Connectors, Admin Licenses,Staging/Testing environments
Hardware
- Servers, Backup, DR, Networking
Implementation Costs
- The cost of implementation to thecost of software is between .5:1 to2:1.
Cost of Shelfware Vendor Support and
Maintenance
- 18% to 22% of the discountedprice.
IT Administration andMaintenance Integrations
Upgrades
- Think major hardware and softwareupgrades every 2-3 years.
People Training
Process Re-engineering
Opportunity Costs
Replacement or Exit Costs
- Calculate how soon before this
product needs to be replaced. Vendor Management
- IT and procurement costs
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Don't Just Assume SaaS Is Cheaper
Software Costs
Potential SaaS charges for sandbox andtesting environments, storage and
reporting. Support and maintenance fees.
Potential SaaS licensing increases.
Vendor Management
Additional resources will be needed tomanage SaaS vendors.
Upgrade Costs
SaaS tool upgrades still require planningand testing resources.
Incorporate the cost of upgrading the on-premises tool every 2-3 years.
Implementation Costs
SaaS implementations will save 2-8weeks of implementation costs.
SaaS tools have to be configured at acost comparable to on-premises tools.
Administration Resources
Ongoing administration of SaaS and on-premises tools are comparable.
Include administration of infrastructure.
Infrastructure Costs
Include cost for servers, databases,storage, networking, DR, staging, etc.
Calculate the cost of upgrading thisinfrastructure hardware.
SaaS model tools can be 1/4 to 1/2 the cost of a comparable perpetual
tool in the first year. However, in subsequent years, the cost of SaaSmay actually surpass the perpetual model.
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Break Even Point for Software Licenses
14
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SaaS Accelerates Useful Lifecycle
15
Perpetual License Model
Capital Budget
High Initial Outlay
Additional ITSM Tools Available
Pay Maintenance & Support Ongoing
Customer Responsible forInfrastructure HW and SW Upgrades
Average 5-Year Useful Life Cycle
Software as a Service Model
Operational Budget
Low Costs in First Few Years
Additional ITSM Tools Included
Maintenance & Support Included
Vendor Primarily Responsible forInfrastructure HW and SW Upgrades
Average 3-Year Contract Term
What is the expected useful life timeline for thenew service desk tool suite?
Work to understand YOUR specific costs of the variousmodels over the life cycle of the tool
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Recommendations
Determine your IT I&O Maturity Level Develop a systematic, prioritized road map for
continual and long term IT I&O improvement
Make a coordinated ITSD or ITSSM tool decisionthat relates to your IT I&O Maturity Level.
Weigh the advantages and disadvantages ofperpetual vs. SaaS when choosing a new tool.
Build a 5 Year TCO analysis of perpetual vs.SaaS licensing models.
16
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An Overview of FrontRange
Craig LedoSenior Director, Product Marketing
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2012 FrontRange. All rights reserved. Proprietary & Confidential. 18
Customers
Headquarters
Company
Product
Global leader in Hybrid IT Service Management (ITSM) solutions
20+ years of technology leadership
HEAT manages millions of service interactions a day for morethan 15,000 leading organizations of all sizes around the world
Based in Silicon Valley, CA Offices and partners in 45+ countries worldwide
Only ITSM provider that delivers Service Management solutionswith fully integrated Voice Automation and Client Management
capabilities on-premise and in the cloud
FrontRange At A Glance
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Sample Customers
http://images.google.co.uk/imgres?imgurl=http://gis.co.sarasota.fl.us/images/SCG_logo_rgb_print_small.gif&imgrefurl=http://gis.co.sarasota.fl.us/data_download_page.asp&h=185&w=600&sz=25&hl=en&start=14&tbnid=wV-tuvS81YJO2M:&tbnh=42&tbnw=135&prev=/images?q=sarasota+county+logo+us&svnum=10&hl=en&lr=&sa=Ghttp://www.google.com.au/imgres?imgurl=http://www.cskills.org/uploads/laing_tcm17-13869.jpg&imgrefurl=http://www.cskills.org/newsandevents/news/apprenticeship-plus.aspx&usg=__TUicdYUx2Y5KLpZ8wjn5OzaaT9U=&h=150&w=150&sz=6&hl=en&start=2&um=1&itbs=1&tbnid=nB4xClGlgvF_QM:&tbnh=96&tbnw=96&prev=/images?q=lang+o%27rourke+logo&um=1&hl=en&tbs=isch:1http://www.orange.co.uk/?linkfrom=%3C!--linkfromvariable--%3E&link=header_logohttp://images.google.co.uk/imgres?imgurl=http://www.ceu.cz/EMAS/img/Clanky/Goteborg_University.jpg&imgrefurl=http://www.ceu.cz/EMAS/Clanky/Univerzita_v_Goteborgu.html&h=56&w=150&sz=3&hl=en&start=8&tbnid=m8LlFrHDrDFgBM:&tbnh=33&tbnw=90&prev=/images?q=goteborg+university+logo&svnum=10&hl=en&lr=&sa=Xhttp://www.archant.co.uk/index.aspxhttp://images.google.co.uk/imgres?imgurl=http://upload.wikimedia.org/wikipedia/en/thumb/7/7a/Disa_logo.jpg/120px-Disa_logo.jpg&imgrefurl=http://en.wikipedia.org/wiki/Category:United_States_military_images&h=117&w=120&sz=12&hl=en&start=3&tbnid=TPohUp10eyeI-M:&tbnh=86&tbnw=88&prev=/images?q=DISA+logo+US&svnum=10&hl=en&lr=http://www.google.com.au/imgres?imgurl=http://www.australianunityinvestments.com.au/Style%20Library/AustralianUnity/img/logo_australian_unity.gif&imgrefurl=http://www.australianunityinvestments.com.au/&usg=__yp8PkEcsY8b_kA6k64Q4CpIVEWY=&h=70&w=155&sz=3&hl=en&start=4&um=1&itbs=1&tbnid=_PixUgh4IGdktM:&tbnh=44&tbnw=97&prev=/images?q=australian+unity+logo&um=1&hl=en&sa=N&tbs=isch:17/30/2019 Hybrid Itsm Frontrange Gartner Webcast 9519
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HEAT Service ManagementPlatform
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2012 FrontRange. All rights reserved. Proprietary & Confidential. 21
HEAT Integrated ITSM Solution
Client Management:
Software Deployment
Software Packaging
Process Automation
Compliance Enforcement
OS Deployment & Migration
Patch Management
Software Updates & Re-visioning
IT Audit & Inventory Management
Mobile Device Management
Server Management License Management
Remote Control
Virtualization Management
Service Management:
Incident Management
Request Management
Problem Management
Change Management
Release Management
Service Level Management
Configuration Management
Knowledge Management
Self Service
Mobile Field Service Inventory Discovery
Visualization Mapping
Workflow & Voice Automation
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HEAT ITSM Process Lifecycle
HEAT Cloud
Hybrid
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VALUE
TIME
LEVEL 1: Basic
LEVEL 2: Intermediate
LEVEL 3 - 5: Advanced
Help Desk & Ticket Managementsolutions built for cloud or on-premise
Service & Client Management solutionsincluding: Self Service & Service Catalog,Discovery and Infrastructure Control
Integrated Service & Client Managementsolutions including: Workflow basedplatform, Voice Automation, and Desktopand Server Management
HEAT Solutions for Each Stage ofITSM Maturity
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The HEAT ITSM Solution Difference
Standardize on single service management solution with fit-for-purpose cloud and on-premise deployment models
Allows for the use of both operating and capital expensebudgets (including a hybrid option that leverages both)
Most advanced ITSM solution in the world with fullyintegrated voice-enabled capabilities
Enhances efficiency and reduces service resolution costs byup to 70%
End-to-end, integrated client management capabilitiesenables the standardization of business processes
Improves the mean time to repair (MTTR) by up to 75%
FLEXIBLE
ADVANCED
COMPLETE
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2012 FrontRange. All rights reserved. Proprietary & Confidential. 25
95%
70%80% 85%75%
Business Value
Reduces IT CostsImproves Service Quality
and Compliance
80%
Reducedservice
desk callvolume byup to 80%
Reduced
time spenton
applicationdeployment
by up to95%
Reduceddowntime
due tounplanned
orunapprovedchanges byup to 75%
Reduced
total costof
ownership(TCO)
costs by upto 70%
Reducednumberof status
callsreceivedby up to
80%
Reducedtrouble-shootingefforts byup to 85%
Maximizes OperationalEfficiencies
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Summary
Next generation solutions must allow for: Cloud and on-premise deployment models
Provide for every stage of ITSM maturity
Bridge the service / client management divide
Allow for deployment outside of traditional IT
Why HEAT from FrontRange? Global leader in Hybrid ITSM solutions for enterprises of all
sizes
Only ITSM provider that delivers Service Management withfully integrated Voice Automation and Client Management
HEAT is the most flexible, advanced and complete ITSMsolution that fits every phase of the ITSM Maturity Model
HEAT manages millions of service interactions a day formore than 15,000 leading organizations around the world
Our customers deliver world-class service while maximizingoperational efficiencies with reduced cost and complexity
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An Overview of FrontRange
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2012 F tR All i ht d P i t & C fid ti l 28
For more information: Visit Us at: www.frontragne.com.
http://www.frontragne.com/http://www.frontragne.com/