HP has introduced service management offerings that leverage big data generated in customer IT ecosystems. The announcement included a Software-as-a-Service service desk offering called Service Anywhere and Propel, a solution for building enterprise service catalogs, enabling IT organizations to deliver and broker traditional, cloud and hybrid IT services and address point-to-point integration issues.
Machine learning for help desk
Service Anywhere is a big data service management SaaS, which aggregates data from multiple sources, such as social media and machine data, to automate, deliver and assure IT operations.
“Here at HP we’ve been doing this a long time; we lived in this world,” said Tony Sumpster, vice president and general manager of service portfolio management at HP Software. “Enterprises silo incidents and knowledge. They’re not shared. All knowledge in context is valuable. We’re suggesting solutions to what’s coming in and increasing IT agent productivity.”
Service Anywhere includes Autonomy IDOL (Intelligent Data Operating Layer) and Vertica (a real-time analytics platform). “It helps users become self-sufficient and allows IT to proactively tackle issues through big data analytics and unique context relevant knowledge,” said Sumpster. Through gathering information from previous requests and solutions, it eliminates many tier-one service requests, freeing up IT to handle more important, pressing projects.
Propelling IT into service brokerage
Propel is partially a response to shadow IT, Sumpster said. By offering a central services catalog and generating the information about the usage of these services, it keeps an enterprise from procuring services in individual silos within the organization, instead allowing them to price and bundle these services effectively.
“Going out and procuring SaaS services is perfect from a line-of-business perspective,” Sumpster said. From a corporation’s perspective, there are different responsibilities. It has governance; it has risk management, procurement goals. Central IT tries to provide the overarching support. It provides them a way to do that.”
A Propel catalog captures all IT demand and provides a way to integrate fulfillment engines that fit behind those requests, he explained. “It’s an internal marketplace … and it looks like Amazon or other consumer offerings and can be themed in many different ways, by company, brand, sub-brand.”