1. Hosted by New Frontiers in Network and System Management Jean-Pierre Garbani Research Director Computing Systems Forrester Research, Inc.

2. Hosted by IT Does Not Matter Anymore… IT is no longer a competitive business Advantage Low cost of hardware and infrastructure Multiplication of standard applications Reference: Why IT doesn’t matter anymore, Nicholas G. Carr http://www.bettermanagement.com/Library/Library.aspx?LibraryID=6451

3. Hosted by Then What Matters? Support Applications Necessary Applications Unique Applications Business Value of IT Strategic Support Service Delivery BasicWorld Class

4. Hosted by Competitive Advantage Nobody thinks of electrical power as a competitive advantage… Until August 15, 2003…

5. Hosted by Ineffective and Inefficient IT Management 50% of problems are reported by the end users through the service desk, not detected by infrastructure management Average of 6 service desk calls to identify the problem owner, Typical SLA: 95% of problems resolved in 2 hours

6. Hosted by Managing Infrastructure Objects Server Hardware 10% Network 15% Scheduled 19% Service Provider 12% Application 44% Source: Giga Information Group Survey Telco/ISP Problem: 35% Hardware 12% Human Error 31% Telco-SP 35% Unresolved 8% Power Failure 14% Source: HP-Compaq White Paper Overall: Network:

7. Hosted by Difficulty to Resolve Complex Problems Alert Based on single parameter crossing A predefined threshold Domain Identification Based on consensus between management Domain specialists Based on domain management product information Root Cause Analysis In-depth Analysis Based on domain investigative product Resolution Based on change control process 80% of time 20% of time

8. Hosted by Managing IT as a Service Requires a management strategy aligned with business objectives Processes to support the objectives People to support the processes Products that are Compatible with the nature of the business: Scalable Open Intelligent/automated

9. Hosted by Service Assurance Concept Mean Time Between Failures (MTBF) is a consequence of capacity planning and infrastructure design and cannot be corrected in real-time Mean Time To Repair (MTTR) is where effectiveness and efficiency can be gained: Effective alert mechanism Effective problem resolution

10. Hosted by What is an IT Service?

11. Hosted by Identification and Impact Analysis Business Process Infrastructure Component Application Based on Service-Infrastructure Dependency Models

12. Hosted by Barriers to Adoption Relative advantage compared to what exists, Clear and distinct economic advantage, Compatibility with vested interests, Speed at which these advantages can be observed. Reference: Guns, Germs and Steel by Jared Diamond

13. Hosted by Relative Advantage Compared to what Exists Alert notification Root cause Identification of availability and performance problems Business impact assessment

14. Hosted by Clear and Distinct Economic Advantage Better IT service means business competitive advantage Less IT resources used to fight fires Predictability of IT services

15. Hosted by Compatibility with Vested Interests Minimum changes to installed products Agent reuse Minimum impact on specialized skills ITIL used as a catalyst to change

16. Hosted by Speed at which these Advantages can be Observed Implement strategy as a series of tactical projects Pilot with the most critical application Implement triage: mission critical and business critical applications first

17. Hosted by Progress Factors Evolution of agentless technologies Auto-discovery of application infrastructure dependencies Evolution of pre-production performance testing and application profiling

18. Hosted by Conclusion Focus shift from application functions to service delivery Implies a service management layer on top of traditional Network and System Management Mandatory foundation for organic IT

19. Hosted by Thank You Jean-Pierre Garbani Research Director Computing Systems Forrester Research, Inc.