Incorporating cloud computing for enhanced communication v2
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Transcript of Incorporating cloud computing for enhanced communication v2
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Incorporating Cloud Computing for enhanced communicationEmbracing a new style of IT
Christian Verstraete – Chief Technologist - Cloud
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.2
Every Generation has a Defining Industry
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.3
IT is the Defining Industry of Our Generation
The Internet2000sClient/Server1990sMainframe 1970-80sMobile, Social, Big Data & The Cloud
2010s
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.4
Cloud Computing
Cloud computing is a model for enabling convenient, on-demand network access to a shared pool of configurable computing resources (e.g., networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort or provider interactions
Source: National Institute of Standards and Technologies
• Self-service
• Pay-per-use
• Rapid Elasticity
• Resource Pooling
• Broad Network Access
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.5
Demands and pace of change are increasing
Organizations are part of a dynamic ecosystem
Partners Devices
Suppliers
Information sources
Communities
Regulators
Your organization
Customers
Citizens
• Everything and everyone’s connected
• Immediate gratification and instant results expected
• Anywhere, any time, any way
• Business and IT one and the same
• Continuous opportunity and competition
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.6
Three possible starting points
Reduce Cost
• Private Cloud = Efficiency
• Managed & Public Cloud =OpEX
Business Improvement
• Process Digitization
• Collaboration
• Standardization
Innovation
• New Product/ServicesCombinations
• New Go-To Market strategies
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.7
Technology is transforming the way enterprises and governments work
A New Style of IT is evolving
Converged cloud
Big Data
Security
MAIMobile Apps Integration
Systems of record(Legacy applications)
Systems of engagement(Social and mobile)
Balancingopportunity and risk
• Visible to and governed by CIO
• Consumes majority of IT budget
• Modernization and cloud migration dominated
• Driven by business objectives
• Easily acquired
• Scale and security are key challenges
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…To bridge the current with the future enterprise architecture
You need an NSIT Roadmap
Business
Application
Information Infrastructure Technology
Cloud Mobility
Big Data
Social Media
Security
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Improved Supply Chain Visibility
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Planning your Supply Chain
• Orders• Forecasts• Channel
Inventory• Marketing
Campaign• Competitive
Moves
• SC Inventory• Capacity• Finished
Product Inv.• WIP
• Goods in Transport
Marketing Forecast
Adjustment
Baseline Forecasting
Demand Review Meeting
Operations Planning
Pre S&OP Meeting
S&OP Meeting
Sales Forecast Adjustment
Performance Management
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Sharing Information, gaining visibility
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End-to-end Collaboration
S&OP Analytic
sEnd-to-end Supply Chain Visibility and Performance Management
Procurement Analytics
RFID Track and Trace (Food and Item level)
Logistics Visibility
Warranty Business Performance Management
Manufacturing Traceability
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.13
Create and Exploit Visibility
Redesign to Optimize
– Typification of Ecosystem Behavior– Root Cause Analysis
Analyze Trends
Gain Visibility
– Service Level Agreements– Needed Buffer Stocks– Key Performance Indicator Reporting
– Inventory Levels– Available Capacity– Alerts
– Demand/Supply Evolution– Alert History– Quality Indicators
– Advanced Shipment Notification– Forecasts– Actual Consumption
– Scenario Planning– Simulation
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Understand the voice of your customer
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Past - voice of the customer
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Present - voice of the customer
!
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.17 Copyright © 2013 HP Autonomy. All rights reserved. Other trademarks are registered trademarks and the properties of their respective owners.
Human Information
90%Information that is created by people and understood by people
Social Media Video Audio
Images Document Email
Text Search engine Transactionaldata
IT/OT Mobile
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Real-time customer insight across all channels
PROMOTE connects touch points across websites, contact centers, stores, mobile and social media to automate action, drive revenue and reduce cost
EmailMobileSocial mediaWebsitesPrintCall center
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Analytics Use cases
Connectivity to touch points across websites, contact centers, and the social web drive broad user applications
Collect
Explore
Brandreputation
mgmt.
Cross channel optimization
Next-gen speech
analytics
Voice of the
customer
Social media
monitoring
Customer interaction
survey
First contact
resolution
Customer experience analytics
Operational efficiency
News Email Blog VoiceWeb Video AppsReview Survey
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Implement Technology
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…To bridge the current with the future enterprise architecture
You need an NSIT Roadmap
Business
Application
Information
Infrastructure Technology
Cloud Mobility
Big Data
Social Media
Security
Organization & Governance
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.22
Cloud is a Journey
Standardize and consolidate
Virtualize and automate
Self-service infrastructure
Self-service applications with full lifecycle management
Become a service broker in a hybrid environment
Configure & manage systems
Optimize hardware and manage workloads
Provision infrastructure in minutes with templates and portals
Automate business and IT practices to SLAs
Integrate service providers into a customized, unified environment
Integration, management & security
Infrastructure focused Services focused
Key topics to review:
• What are the business needs
• What are the implications of my technology choices
• What applications do I run where
• Do I expose my data
• How are services delivered
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Dimensions of Service DeliveryIT Service Description for external use, integrated within the Service Catalog and containing value proposition, differentiated service levels, price/costing options as well as “value-add” services. The IT Service Specification provides detailed service (de)composition, architecture, service delivery and service delivery management for internal use.
IT Service
TechnicalInfrastructure & Architecture
Service Management Framework
Governance, Finance & Security
Culture & Staff Best PracticeProcesses
Service Portfolio Management
Integrated, modular, virtualized, service oriented architecture to support delivery of the shared service. Contains service delivery controllers for automation, self-service interfaces, workload & policy engines for maximum agility and dynamic alignment of demand and supply of resources. Supports also the Integrated Mgmt. Information
Integrated Shared Service Delivery Mgmt software toolset in support of the Best Practice Processes to manage all aspects of service planning, selling and delivery, including service usage intelligence. Includes ordering, operations, metering & usage, provisioning, help desk, reporting & dashboard, billing, inventory, service level and capacity mgmt.
The governance, decision making and operation model for aligning the business and IT with respect to the shared service.Includes managing escalations, demand, investment, portfolio, customer relationship and business modeling, as well as defining policies and standards for the shared service.
Provides the organizational and people framework for delivering the service.Includes role definition organizational design, FTE model, staff selection and training to plan, sell and deliver the service effectively to the service level. Also includes management of change and setup of a (consolidated) competency center.
ITIL compliant processes standardized and optimized to deliver the service in its all aspects from planning, selling and delivery
Defines, implementsand manages the services that are provided. Decides whether those are delivered from within the organization or sourced from external providers. In the latter case, negotiation, integration and supplier management. Responsible for the lifecycle of the services provided.
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Organizational Maturity ModelCloud Roadmap Framework
Level Technical Infrastructure & Architecture
Service Management Framework
Governance, Finance & Security
Culture & Staff Best Practices Processes
Service Portfolio Management
5. Cloud Service Provider
Cloud servicesoptimized infrastructure
Continuous value management organization
Value-based pricign Business/commerce centric
Value Chain optimized processes
Commercial service portfolio management
4. Differentiatedservice sourcing
Automated infrastructure pooling
Value-chain based service management
Variable IT costing Optimized policy management
Customer-centric behavior
Service strategy processes
Service brokering
3. Service enabled Shared & virtualized infrastructure
Integrated information & service management
Service-driven policyprinciples
Service focused Process optimization Service portfolio with Operational-Level Agreements and specifications
2. Optimized Consolidated negotiated functionality
Enterprise IT informationmanagement
Negotiated budget/resource management
Expert teams Planning processes SLA based technology services
1. Standardized Enterprise infrastructure architecture
Management control by function/element
Joint, agreed, budget-driven hierarchicalmanagement
Departmental silos & competency “heroes”
Operational processes Defined technology services
1. Where do you want to be? Identify desired target state based on cloud strategy
2. Determine current capabilities across the domains based on the gaps
3. Create a roadmap of projects to achieve the desired state
4. Develop a roadmap to close the gap to balance cloud capabilities across domains
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Understand where you are and where you want to be
Level Technical Infrastructure & Architecture
Service Management Framework
Governance, Finance & Security
Culture & Staff Best Practices Processes
Service Portfolio Management
5. Cloud Service Provider
Cloud servicesoptimized infrastructure
Continuous value management organization
Value-based pricign Business/commerce centric
Value Chain optimized processes
Commercial service portfolio management
4. Differentiatedservice sourcing
Automated infrastructure pooling
Value-chain based service management
Variable IT costing Optimized policy management
Customer-centric behavior
Service strategy processes
Service brokering
3. Service enabled Shared & virtualized infrastructure
Integrated information & service management
Service-driven policyprinciples
Service focused Process optimization Service portfolio with Operational-Level Agreements and specifications
2. Optimized Consolidated negotiated functionality
Enterprise IT informationmanagement
Negotiated budget/resource management
Expert teams Planning processes SLA based technology servic
1. Standardized Enterprise infrastructure architecture
Management control by function/element
Joint, agreed, budget-driven hierarchicalmanagement
Departmental silos & competency “heroes”
Operational processes Defined technology services
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Transform applications for the Cloud
Business alignment Technical alignment
Assess• Discover• Analyze• Decide
Transform• Keep• Change• Retire
Manage• Availability• Integrity• Continuity
Traditional IT• Minimal automation• Traditional methods
of service delivery: internal, outsourcing,hosting
Private/public cloud• Partial automation• New disparate
public & privatecloud services
Hybrid delivery• Fully automated self-
service delivery• Orchestrated, managed
& secured hybrid service delivery
• Brokered services based on business requirements
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Conclusion
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A little story
And have following information at my fingertips• Latest order status
• Latest issues filed by customer and resolution status
• Info on customer birthday, key family events etc.
• What he/she thinks of our company and has been publishing about it on social media
• Key news affecting the company or its competitors/ customers/market
• Information on products or services he/she expressed interest in
• Etc.
What if I get to my customer…
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to implement the new business requirements to overlay & complement the existing ‘Systems of Record’ (SoRs) with ‘Systems of Engagement’ (SoEs)
There is a need for a ‘New Style of IT’ (NSIT)
The NSIT leads to significant business benefits
BMW supports model launch and develops sales prospects with a social media and cloud-based solutionBMW Latin America kicked off an marketing campaign through Facebook that supported the launch and collected audience data . The Cloud –based solution integrated Facebook with their Microsoft Dynamics CRM environment. They engaged 90,000 consumers, and converted 900 campaign participants into new sales prospects.
Axa’s SmartDriver app providing the driver with driving score aimed at promoting good behaviorsCar vehicle insurance specialist Axa is developing an application for smartphones which can analyze driver behaviors as it attempts to improve how insurance premiums are calculated.
Valentino develops its new Client’s SoE using the NSITTime to order from 5 days to 3 hrsCost of sale reduced by $1m/yrOrders error rate down to 5% from 30%
Shell Oil targets hybrid cloud as fix for energy-saving, agile ITShell Oil's data centers energy use had grow by 3.6 MW over a nine-month period. They also needed to be more agile in deploying IT services and planning for user demand. To reach those goals, they have built a cloud infrastructure using a virtual private cloud to launch
resources in a virtual network. They are now piloting Hadoop in this cloud for big data analytics.
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Think about your business, where can technology help?
Technology Innovation
Exploiting technologies to provide new capabilities
All
Product/Services Innovation
Combine the new technology, IT and business capabilities
for unique service and product offerings
Business Units
Business Innovation
New business models, processes and efficiencies
LOB Management
IT Innovation
Transform IT from a supporting cost centre to a
service provider to LOB
IT
Ecosystem Innovation
Combine own strengths with the ones of the partner
network to increase market responsiveness
Functions
Cloud, Mobile, Social and Big Data are new
technologies that enable innovation throughout the
enterprise and its ecosystem
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Thank you
E-mail: [email protected]
Blog: www.hp.com/blog/cloud
Twitter: @christianve