service management automation (sma) suite roadmap€¦ · suite roadmap january 2018 ... itil®...
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Service Management Automation (SMA) Suite RoadmapJanuary 2018
Forward-looking statements
This document contains forward looking statements regarding future operations, product development, product capabilities and availability dates. This information is subject to substantial uncertainties and is subject to change at any time without prior notification. Statements contained in this document concerning these matters only reflect EntITSoftware LLC’s and its affiliates’ (collectively, “EntIT”) predictions and / or expectations as of the date of this document and actual results and future plans of EntIT may differ significantly as a result of, among other things, changes in product strategy resulting from technological, internal corporate, market and other changes. This is not a commitment to deliver any material, code or functionality and should not be relied upon in making purchasing decisions.
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This is a rolling (up to three year) Roadmap and is subject to change without notice
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Confidential information
This Roadmap contains Confidential Information of EntIT Software LLC and its affiliates (collectively, “EntIT”).
If you have a valid Confidential Disclosure Agreement (“CDA”) with EntIT , disclosure of the Roadmap is subject to that CDA. If not, it is subject to the following terms: for a period of 3 years after the date of disclosure, you may use the Roadmap solely for the purpose of evaluating purchase decisions from EntIT and use a reasonable standard of care to prevent disclosures. You will not disclose the contents of the Roadmap to any third party unless it becomes publically known, rightfully received by you from a third party without duty of confidentiality, or disclosed with EntIT’s prior written approval.
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This is a rolling (up to three year) Roadmap and is subject to change without notice
AGENDA
Suite overview
What’s new
Directions
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IT Operations Management Suites
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Simple, integrated, easy to consume
Hybrid Cloud Management
DevOps ready, multi-cloud
management and orchestration
NetworkOperations
Management
Service management for
enterprise networks
Data Center Automation
Comprehensively automated data
center
Operations Bridge
Autonomous operations with
actionable insight for stakeholders
Service Management Automation
Self-service, intelligence-driven
fulfillment
Adaptive Backup & Recovery
Harness value from information
backup & recovery
Service Management Automation
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Innovative architecture, built for agility and scale
Container Deployment Foundation
Physical Virtual Cloud
Applications InfrastructureServices
Configuration management | Discovery | Automated Service Modeling
ITIL® Processes Asset management
Service Portal
Automation
Machine Learning & Analytics
Container
Intelligent service desk
Easy to use self-service
Automated service modeling and discovery
Codeless configuration
ChatOps collaboration
Multiple deployment options
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Smart AnalyticsEfficient ticket handling, reduced ticket volumes, superior user experience
Simple and fast submission
End users
Automatic ticket classification
IT Agents, IT Managers
Find answers quickly Intelligent knowledgedelivery
Turn data into actionable insights
Self-sufficiency
Automatic knowledge delivery
Automatic ticket routing
Smart Ticket
Smart Search
Hot Topic Analytics
End User Chatwith Virtual Agent
Smart Emailwith Virtual Agent
82% of Consumers say the #1 factor that leads to a great customer experience is having their issues resolved quickly. (ICMI)
Collaboration tool
Bot Engine
System Integrations
Help Desk
Customer
IT Ops
Development
SaaS orOn-Premise
Operations Bridge
Hybrid Cloud Management
IT ServiceManagement Automation
Data Center Automation
3rd-Party Tools
ChatOps for IT Operations: Intelligent Collaboration
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Solutions blueprint and SMA suites
Release Management
ServiceDesk
Request Fulfillment
Change Management
Asset Management
Big Data & Analytics
Service Portal
Configuration Management SystemCMDB and Discovery
Task Automation
SMA Premium User:• Suite content:
Service Management Smart Analytics Universal CMDB Asset Management Aggregation of
Secondary Service Catalogs
Optional SMA Nodes:• Suite content:
Universal Discovery Operations
Orchestration
SMA Express User:• Suite content:
Service Management Smart Analytics Universal CMDB
Delivery Platform TransformationContainer Deployment Foundation— modular, flexible, scalable
Container Deployment Foundation(Orchestration + Container Runtime)
Shared Services Content Repository
Physical Virtual Cloud Container
IT Service Management
Flexible Deployment Options
Pre-integrated containers, unified license model, and shared services
Easy to install, maintain and patch
This is a rolling (up to three year) Roadmap and is subject to change without notice.
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Choice of deployment and consumption models
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Perpetual Subscription
Customer managed Service provider managed
Customer premise
Private cloud (MSP)
Public cloud(AWS, Azure)
License model
Management model
Deployment model
Pay per use(MSP only)
AGENDA
Suite overview
What’s new
Directions
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SMA 2017.11 Highlights
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Smart Ticketing in Portal and App
Introducing SMA-X
SMA SuiteEnterpriseReadiness
SMAChatOpsSolutions
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One suite, one Experience, two flavors of choiceConverging capabilities from Service Manager and former Service Anywhere
• SMA Suite• One suite for Service Management• Most external facing materials will refer to
“SM Automation X” or “SMA-X”
• Single portal and mobile app• Choice of technology flavor at deployment
time enabled by ITOM CDF:- “Mixed mode” (Portal only), for existing SM
9.4x & 9.5x customers- SMA-X for existing SAW customers or
qualified new customers- SMA-SM for existing SM customers
Container Deployment Foundation (CDF)
Configuration Management System
SMA-SM SMA-X
Service Portal
Containers only
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SMA-X 2017.11
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Smart Service Desk delivered Anywhere
Codeless and seamless version upgrade
Social interactionson-the-fly translation
Advanced multi-tenancy
Analytics and machine learning
Service portalNative mobile app
Broad application portfolio
Choice of delivery: private or public cloud
Virtual agent, user chat, ChatOps, smart email
Multi-tenant across public cloud (Amazon Web Services), private cloud, virtual, physical
Automated deployment in containers, fully orchestrated by Kubernetes.
Automated scripts and tools provided to ease the deployment & operations in the cloud
Auto-scalability and automated HA/DR
SMA-X as a service and flexible deployment options
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Flexible Deployment Options
Easy to install, maintain and patch with minimal downtime upgrades
Faster time-to-value
Pre-integrated containers, single suite license, and shared services
MSPs and PS offer SMA-X as a service
AMS: Greenlight, WhitlockEMEA: EOH, Manage-E, Materna, Devoteam, Micro Focus Professional Services
… enabling full data sovereignty
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Service Manager 9.60Available today
Smart Analytics enhancements, including Smart Ticket tuning, search accuracy settings, and a new IDOL Oracle connector for aggregating documents from the Oracle database server
Service Manager DevOps support based on native Git integration (Available as a content pack on Micro Focus Marketplace)
The Service Manager interface and the documentation both now use Micro Focus branding
A lightweight upgrade utility for upgrading from SM 9.5x
Support matrix updates
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AGENDA
Suite overview
What’s new
Directions
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SM Automation suite
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Service Management suite
Flexible Deployment Options
Analytics-driven applications for Service Management
Modern user experience with native mobile app
Multi-tenant and scalable, codeless and seamless version upgrade
This is a rolling (up to three year) Roadmap and is subject to change without notice.
ITIL® Processes Asset Management Apps and APIs
Machine Learning & Analytics
Service Experience
Mobile
API
Smart EmailChatbots Portal
DiscoveryConfiguration Management
Automation & Orchestration
Container Deployment Foundation
Physical Virtual Cloud Container
SMA Strategic Framework & Investment Areas
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User Experience
ESM
ITSM
Platform• Container framework to deploy suite anywhere• Public cloud marketplace availability• MSP ready and friendly• Integration across ITOM suites
• ITIL-certified processes made simple• Analytics-driven ITSM apps• Codeless and version-less
• Non-IT apps and workflows: Ideation & Proposal, HR, …• Codeless extensibility to build new apps• Service app store
• Engaging experience with zero effort• Social collaboration• Chatbot-powered interaction
This is a rolling (up to three year) Roadmap and is subject to change without notice.
ITAM• Asset life cycle, financial management and software license
optimization • Intuitive management of assets in service context• Intelligent recognition of software
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SMA roadmapCurrent Next 2 releases Future
User Experience
• SMA Service Portal• Android native mobile app• CSA Aggregation
• iOS Support for Mobile• Virtual Agent and Survey on Mobile• Portal Layout Configurability• Self Localization for Portal
• Field Agent use cases on Mobile• Smart Virtual Agent• Custom Portal Widgets• Open Aggregation• Portal Customization
ESM• Ideation and Proposal Management• HR Service Management
• Build Your Own Apps – phase 1 • Customer Relationship Management• App Marketplace
ITSM
• Service Manager: 11 certified ITIL processes
• Smart Analyt• Source control integration for SM
configuration• ics
• Natural language processing based smart assistance• Delta migration solution
• Prescriptive Risk Assessment• Prescriptive Impact Analysis• Improve hot topic scalability• Extend logical.name solution to Assignment and
Contact/Operator• Incident task, KM and OO flow support in ChatOps
• SAW-based modules with improved user experience and time to value
• Live Support• Change Analytics
• Natural language processing based smart assistance • Unified Case Inbox• Agent Time Sheet Management• Virtual CAB• Collision Detection and Objective Risk Assessment• Incident task, KM and OO flow support in ChatOps
ITAM
• Asset Manager: Best-in-class IT Asset Lifecycle Management, Financial Management, Intermediate SAM• Aspera partnership for advanced SAM
• SAW-based modules • Expense Lines • Chargeback• Procurement• Software Asset Management
Platform
• Container Deployment Mixed Mode support
• AWS Support• Tenant Administration Console
• Azure Support• Unified Data Model across CMDB, ITAM, ITSM• DR for on-premise deployments• Auto-scaling• Zero downtime upgrade
• Support Multiple Availability Zones• Multiple Namespaces• Multi-region HA/DR for public cloud
This is a rolling (up to three year) Roadmap and is subject to change without notice.
SMX
XA
MX
ITOM Suites:Easier Upgrades, Incremental Value via Agile Delivery, Integrated Solution via modern
container deployment, ChatOps.
New User Experience via Revamp UI
(AppletHTML)
Machine Learning Software Recognition
Cloud Discovery and Deployment, including
public and private cloud
This is a rolling (up to three year) Roadmap and is subject to change without notice.
CMS Strategic PrioritiesDelivering requirements for ITOM suites (SMA, OpsB, HCM, DCA) and for the installed customer base