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USS Enterprise ITSM -- Conquering your big data

ScottKnox ‎03-22-2014 12:02 PM - edited ‎10-04-2015 08:42 PM

Hello again everyone, 


It’s me, the ITSM movie guy. Normally I ask you interesting questions to kick off my blogs. Today I am focused on Star Trek and the new reboot movie series.  Is it just me or is the life of Captain Pike different in the original TV program than in the movie?   Another question is why in the heck would anyone ever disagree with an engineer named Scott? 


While those are fine questions to ponder, this time I have a different question and the evil editor (who looks kinda like DR Marcus) made me put it in the “hook”.  Do you have any idea what 23174611 is? 


Those of you playing along at home will, by now, be able to figure out that our movie reference in this blog is the adventure Star Trek Into Darkness. In this film, the bad guy gives our number (23174611) to Captain Kirk as a reference to a location in space near Earth. 


So now we come to the fun part.  No, it is not that the actor’s name is Benedict Timothy Carlton Cumberbatch (which is kinda funny). Or that he is the famous Kahn character heretofore played by Ricardo Montalban which is definitely cool. I am asking this particular question because we are able to figure out the meaning of this number through the power of big data and social collaboration.  Don’t trust me?  Try it yourself.  Look up the number 23174611 on the Internet and see if the first reference isn’t to our movie. 


Ok, so now that we understand the reference, how is it connected to IT Service Management? More importantly, how can you use this information to help you provide Intelligent Service Delivery to improve IT?


Part 1: The problem

As we are excruciatingly aware, the IT landscape is changing and we are constantly beset with challenge after challenge to the TCO and ROI of our service delivery.  As you can see below, a recent Gartner newsroom document lists the ten key issues that are pressuring us.  So the problem statement becomes:  What tools, processes, or methodologies are available to help us defeat the Klingons surrounding Saturn, Neptune or some other planet? Wait, I mean what can help us deliver optimized services to our consumers in this difficult IT environment?



Part 1: The New Style of IT begins with big data

Those of you not in a cryogenic sleep like Kahn’s crew will hopefully understand that HP is innovating the ITSM space by applying big data concepts and tools to deal with many of these challenges. HP’s new HAVEn technologies are empowering new ways for us to search large “data lakes” to find the information that will help IT become more effective and avoid costs.  If you haven’t heard about HAVEn, click here for your opportunity to see how it can help you.


To truly understand the importance of HAVEn, Consider for a minute what the Enterprise would have been like if every time Spock wanted information on a distant planet he needed to write a syntactically correct SQL statement with the name of the planet “Uranuss” spelled correctly and send it to the Reporting Data Store rather than to the Enterprise production computer. 


We believe that the fundamental issues for IT are similar to those that Spock faced.  Isn’t the majority of the information we try to use contained within our incidents, changes, monitoring events, Service Requests, knowledge bases, and SLAs?  Aren’t, there are huge untapped lakes of valuable information in social forums, chat sessions, machine logs, Sharepoint sites and the like that we are not taking advantage of at all.


Or what about dark data? Do you have information that is kept because it exists, but is never used for anything?  Do you have dark data that is  stored just because someone doesn’t  want to delete it today and find out later that it would have been useful?



We believe that the IT information issues boil down to three key points. 

  •   There is so much data and it is growing at an astounding rate
  •   We are looking at the wrong information and we are looking at it in silos rather than as a connected intelligence whole
  •   The data is not structured into rows and columns so our traditional search tools can’t find the relevant information effectively

As we here at HP look at the future, we see that these untapped resources are the fuel that will power the next wave of maturity for our IT customers.  Further, we in the Service Portfolio Management team are on the crest of this wave as we deliver tooling for ITSM offerings of Service Manager and Service Anywhere.


Part 2: The trek continues when we apply these techniques to the empower our casual users and eliminating calls from our service desk

After a lot of conversation, consideration, and collaboration we see (I almost started that with “c” to continue the trend) that there is real value in leveraging the power of HAVEn to enable self-service activities for casual users. Imagine your least IT aware users being able to find information quickly and collaborate with other end users to give or get help. Better yet, consider how this exercise is improved if the data sources are expanded beyond the traditional IT Service Desk to areas such as cell phones, virus protection, or security. Or think about lines of business needs such as HR, facilities, and procurement. Finally, think about how this allows IT to improve user satisfaction while reducing call volumes. For more inspiration, take a look at this short Service Anywhere video and see our first steps to realizing the power of our vision for casual user.  





Part 3: We chase down the dreadnaughts by empowering our IT Agents

Just like our movie heroes used “special” torpedoes to disable the dreadnaught, we need to use all the tools at our disposal for business success.  Big data technologies empower our IT agents throughout the intelligent service delivery activities.  Both Service Manager and Service Anywhere are delivering capabilities to improve agent effectiveness today as you can hear in a recent webinar that I recorded with Chuck Darst. You can listen to the recorded Vivit webinar here.  But in case you are not a Vivit member or can’t reach the recording, consider the following use cases.    

  •   Optimize an agents ability to find relevant knowledge, related records, or appropriate known errors
  •   Dramatically improve the search for everything by combining structured and unstructured data into a single pass
  •   Find clusters of related incidents to show your problem management team where to “start digging” for candidates
  •   Let the data in your tickets directly drive categorization or assignment so your user doesn’t have to make a “best guess”  


So there you go.  Just as Star Trek is a glimpse into the future, we hope you find this article to be a glimpse into the future of IT as we at HP boldly go where no man has gone before.  We hope it empowers your planning as you look at ways to provide more effective and efficient service. More importantly, we hope you really like the new capabilities that we are bringing you and find that together we can make your life in IT or your life in business supported by IT much more successful.  


So what can you do next?  Simple. First, check out Service Anywhere, the future of ITSM.  You can find  it here. Second, visit us at Discover Las Vegas and see the future live in our NDA booths.  Finally, keep your eyes here at the HP ITSM blog to find out the latest on our advancements.

Finally, I want to end with a sincere THANK YOU for all you do.  We here at HP and particularly in the Service Portfolio Management space very much appreciate you. 


Scott Knox

Sr Product Manager -- Service Management Center



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About the Author


I am Senior Product Manager for Service Manager. I have been manning the post for 10 years and working in various technical roles with the product since 1996. I love SM, our ecosystem, and our customers and I am committed to do my best to keep you appraised of what is going on. I will even try to keep you entertained as I do so. Oh and BTW... I not only express my creativity in writing but I am a fairly accomplished oil painter.

on ‎03-26-2014 12:30 PM



I love the post. You are in rare form (again).


A couple of comments


  •  Big Data doesn't have to be a Big Headache. One of the powers of Service Anywhere is that is applies big data analytics, but it is embedded. You got the power (which makes me think of Bruce Almighty movie references).
  •  One of the great benefits is more proactive problem management (thinking ITIL) to go along with more efficient issue handling in general. Instead of waiting for a crisis to arise that requires a more structured address the root cause problem management, the service desk can see topic trends and patterns arising and address them proactively.


on ‎03-27-2014 02:46 PM

Great points Chuck. 


Using big data should not be hard and there will be a lot of applications such as problem management that can help our service delivery.


One other thing that your note reminds me of is the idea of Connected Intelligence. The point here is that big data is not only about finding information in a large lake of data. It also includes the concept of combining information sources and then looking at the "Connected Information" to look for patterns.  Consider the idea of "connecting" incident tickets with change tickets to find patterns that tell us about bad changes that generated incidents.  Or consider a parallel idea to evaluate the connected information from the service desk and monitoring events to detect patterns that point to business availability issues before they actually impact consumers.  


The key is to start thinking about it today and put plans in place to leverage big data as soon as possible. 

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