mind the gap: between itsm & sam in the itil world”

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People, Processes &

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MIND THE GAP: Between ITSM &

SAM in the ITIL World

SAM & Optimisation in the ITIL world

Type: Case Study ; Best Practice ;

Trends, Vision, Strategy

Content: Hot Topics

we are seeing in

the Industry (or

should I say,

starting to see)

Positioning &

Promise to You….Not a SALES Pitch !!

Lets start by having a open mind…….

© Certero 2014 All Rights Reserved

Capacity Management

Release & Deployment Management

Availability Management

Event Management

Change Management

IT Service Continuity Management

Incident Management

Financial Management

Service Asset & Configuration Management

Request Fulfilment

Problem Management

Service Portfolio Management

Service Catalog Management

Service Level ManagementCloud

Discovery

Distribution

Inventory

Business Intelligence

License Compliance (Various Vendors)

Apps Monitoring

License Optimisation(Various Vendors)

License Optimisation(Microsoft, IBM, SAP, Oracle)

Licence Compliance (Microsoft, IBM, SAP, Oracle)

ITIL

Citrix Terminal Services

Virtualisation

Financial Management

Contract Management

Capacity Management

Release & Deployment Management

Availability Management

Event Management

Change Management

IT Service Continuity Management

Incident Management

Financial Management

Service Asset & Configuration Management

Request Fulfilment

Problem Management

Service Portfolio Management

Service Catalog Management

Service Level ManagementCloud

Discovery

Distribution

Inventory

Business Intelligence

Licence Compliance (Various Vendors)

Apps Monitoring

Licence Optimisation(Various Vendors)

Licence Optimisation(Microsoft, IBM, SAP, Oracle) Licence Compliance

(Microsoft, IBM, SAP, Oracle)

ITAM

ITSM

Citrix Terminal Services

Virtualisation

Financial Management

Contract Management

KEY

Capacity Management

Release & Deployment Management

Availability Management

Event Management

Change Management

IT Service Continuity Management

Incident Management

Knowledge Management

Financial Management

Service Asset & Configuration Management

Request Fulfilment

Problem Management

Service Portfolio Management

Service Catalog Management

Service Level Management

Cloud Discovery

Distribution

Inventory

Business Intelligence

License Compliance (Various Vendors)

Apps Monitoring

License Optimisation(Various Vendors)

License Optimisation(Microsoft, IBM, SAP, Oracle)

License Compliance (Microsoft, IBM, SAP, Oracle)

ITAM/ SAM/ SLOE ITSM

Citrix Terminal Services

Virtualisation

Financial Management

Contract ManagementService Asset & Configuration

Management?

Discovery

Inventory

WHY is there a GAP?

• Only widespread real-world collaboration is CMDB (Inventory)People

Process

Technology

• Importance – ITSM is

almost Mandatory,

ITAM/SAM is definitely

not

WHY the GAP (cont)

• A Gartner Story• Who is the expert?

• Should the ITSM provider (the ITIL expert) know all about SAM?

• Should the two disciplines remain separate and isolated? If so, Why?

• Service Management is about Service Provision, Efficiencies, Consistency, Governance, Best of Breed Processes, etc. why is this not applied to SAM?

Current Status?

SLOE

DATA CENTRE

ITAM

Enterprise Mobile Management (EMM)

ITSMC

MD

B

MDM MCM MAM MEM

ITSM CMDB ITAM SLOEDATA

CENTREEMM

Periodic Feed

Periodic Feed

Periodic Feed

Future?

What can be done?

• How can we change the ‘status quo’ and get vendors to provide what the market needs?

• Organisations and Analysts need to demand from software vendors or a software vendor (or vendors) needs to deliver either on their own or collaboratively with other vendors. Don’t let them just ignore it.

• Target and Identify vendors who will collaboratively work together to provide the holistic solution. There will be organisations out there…or there will be once you start asking.

Example Benefits

• Increased automation – huge benefits by being proactive.

• Removing waste (adoption of LEAN) i.e. from provision of ink cartridges to ‘just in time’ improved project performance through to information to help plan to real time relevant measurement than enables ’agile’, flexible and safe behaviors.

• The list is endless……

Conclusion

• We can see the solutions improving but only on a subset of forward thinking vendors who are passionate about their Products/Markets, other will follow.

• Will the standards be the same? No, not all will get it as they have ‘just too much legacy, in People, Processes and most difficult of all, Technology!

• For those who adopt, will gain the largest advantages –year on year, again, others will then follow – I hope so.

• We have seen a few more progressive ITSM vendors adopting elements of this but they are not fulfilling all SAM requirements.

Any Questions?

Gartner ITAM Summit, Booth PL6

www.certero.com