Internet Of Things (IoT) and IT Service Management

Internet of Things

IT Service Management

Internet Of Things (IoT) and IT Service Management What should you do? Author | Hassan Ahmad Date |December 2015

As organisations are faced with a constant threat of a new technological phenomenon in our case the Internet of Things (IoT), it is only natural that you would look to research how to cope with it. Even better than coping is to embrace and manage the change to use it to your competitive advantage. The IoT could be an extremely powerful tool in enhancing not only your internal business functions and services, but also better understanding your customer environment and their needs. The key element will be how to harness this in order to manipulate it to your business and gain the most out of it.

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Contents Executive summary ................................................................................................................................. 3 Audience ................................................................................................................................................. 3 Introduction ............................................................................................................................................ 3 What is IoT? ............................................................................................................................................ 4 A brief history.......................................................................................................................................... 5 Where are we today and the Future?..................................................................................................... 6 Enterprise IoT challenges ........................................................................................................................ 8 Challenge 1 – Central IT’s/Service Desks role (IT) in IoT.................................................................... 9 Challenge 2 – Business unit Silos & non-IT service domains .............................................................. 11 Challenge 3 – Dealing with IT mega trends ........................................................................................ 13 Big Data ......................................................................................................................................... 13 Security, privacy and cloud ........................................................................................................... 14 Mobility and summary diagram .................................................................................................... 15 Business model and adoption of IoT..................................................................................................... 17 Case studies .......................................................................................................................................... 19 Case Study 1: Government Smart City project in Hong Kong ....................................................... 19 Case Study 2: Real Time Location System [RTLS] (Stanley Black and Decker) in Mexico. ........... 21 SWOT Analysis....................................................................................................................................... 22 Conclusion ............................................................................................................................................. 22 References ............................................................................................................................................ 23

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Executive summary Organisations need to be ready for the Internet of Things (IoT) in order to make the most of existing services. Most importantly, what new services they could potentially provide to their customers. To do this we need know what IoT is and how it has evolved into where we are today. Vital points include central IT and the services

Introduction

desk role in businesses today. In many cases

This white paper will talk about the Internet

business unit silos and non IT service

of Things (IoT) in the context of IT Service

domains fail to make collaborative use of IT.

Management. It will identify key talking

Whilst thinking about what technologies to

points as well as challenges that enterprises

use for which service, we are also having to

could face with this new phenomenon. It

cope with mega trends such as security,

will present possible solutions to combat

cloud, mobility and big data. With all this in

certain challenges identified.

mind your business model needs to be lean

IoT has no defined structure or definition.

and agile to cope with a range of

This paper will look to try and make the

environmental factors.

concept more familiar. Whilst also trying to

Audience This paper is aimed at IT professionals ranging, from administrators to CIOs. Anyone who would like to know more about how IoT will affect enterprises. In essence those with ranging responsibilities from dayto-day running, all the way up to making those business-critical strategic decisions.

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give it an identity by looking at characteristics of what makes up IoT.

What is IoT? In the technological centric world we

normal, now is abnormal). Therefore it would be a good idea to take things back to basics. Let’s start by looking at its raw form, the

live in today we are always facing

name would be a good place.

new innovations. One step further we can go as far as to call them phenomena’s, purely for the sheer level of advancement. From the evolution of the internet to new ways of computing such as cloud computing which opposes the traditional siloed approach of compute. Now

The examples mentioned above all use the internet to connect in some form and what are they connecting? They are connecting all sorts of devices, these are all objects or 'Things'.

we are facing this new buzzword called the

These 'Things' are designed for a specific

Internet of Things (IoT).

function or purpose e.g. the HexoSkin Smart Shirt provides a professional athlete with detailed biometric data like breathing rate and

You may or may not have heard of this but

heart rate variability whilst training.

these “Things” are already out there today. Let’s look at a few examples of consumer led products that exist today to put things into

IoT describes an ecosystem or a network of

context: Smart watches (Apple watch),

multiple objects from the physical and virtual

activity/fitness trackers (FitBit), headphones

world with social/technical groups connecting

(Beats Studio Wireless), virtual reality

through wireless/wired means. Creating a

(Oculus Rift), smart clothing (HexoSkin

sophisticated network to make the world we

Smart Shirt), e-printers and switches etc.

live in a simpler more informative world.

For those who have heard of the term IoT, it has almost been so overused in conversation that it has become a cliché; even before its time. Like the IT term “New Normal” which is also being thrown around without proper context (something that was previously

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A brief history A term associated with IoT is

(Ubiquitous) without us as people not even being aware of its presence. All this is very thought provoking…

something called Ubiquitous Computing. In 1991 Xerox scientist Mark Weiser published The Computer in the 21st Century. He has this to say on describing his vision: Now over the years there have been many significant developments in technology and “Specialized elements of hardware and software, connected by wires, radio waves and infrared, will be so ubiquitous that no one will notice their presence”.

Ashton also identified the following characteristics: knows everything there is, needs no help, able to gather data, selfhealing and autonomic; you could almost imply that this in fact is a living organism like a human being. This is great but there are still many questions that must be asked of this: how do you connect everything in this world? What kind of devices will power this complex network? What energy would be needed and would it be sustainable? Even all those years ago there were people who envisaged such a reality in years to come. The idea that all this compute (with microprocessors), existing everywhere 5|Page

innovations over the years. Some key events have been picked out and put into a timeline to visually represent the evolution of IoT.

Where are we today and the Future? We are in an age where we no longer

improved operational efficiency, data & statistics to help informed business decision making, increase customer satisfaction through strategic data analysis etc. It will

need a laptop or desktop computer to

transform every industry including oil, gas,

perform complex tasks we would

healthcare, education, transportation and

have needed to 5 years ago.

enterprises. One concept that is in

Most of us own a Smartphone which now is a very powerful computer in itself. Our attachment to technologies such as mobile phones has become so dependant that there is even a phobia called Nomophobia (the fear of being out of mobile phone contact).

development is the idea of something called a Smart City (see case study section of this paper). This makes use of sensors with the vision to enhance performance and quality of urban services such as healthcare, transportation, and parking. E.g. your car telling you how far the next available parking

You may be thinking how does it affect me

space is. See the infographic below on some

and my business? What are the implications

more future developments.

of IoT? How can we embrace it and not be eaten up by what could be potentially a business black hole?

Think how far we have come looking back at the timeline above. IoT has naturally evolved from the internet: with IP (Internet Protocol) giving us ubiquitous connectivity, the WWW (World Wide Web) providing ubiquitous access to content and the cloud supplying

One of the main aspects is the devices

ubiquitous access to services.

element of IoT. As company employees,

When speaking to Ian Brooks (European

customers, supplier etc connect multiple

Head of Innovation for Hewlett Packard

devices with embedded sensors, this creates a

Enterprise [HPE]) he had this to say on the

very complex and dynamic network. The

next step:

newly connected devices which would most likely produce new types of data would really test and strain your companies systems. This is not such a bad thing as it opens a whole host of opportunities. Opportunities for: 6|Page

The next step is the “Internet of Things” which will provide ubiquitous access to sensing, understanding the real world and the having potential to change it.

By 2020, it’s estimated that 90% of cars will be connected to the Internet as compared to 10% in 2012

By 2019, companies will ship 1.9 billion connected home devices, bringing in

about $490 billion in revenue

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Most IoT smart devices aren't in your home or phone; they are in factories, businesses and health care. By 2025, the total global worth of IoT technology could be as much as $6.2 trillion

As of 2008 there were officially more devices than people

Enterprise IoT challenges We hear so much about what Consumer IoT is, what about Enterprise IoT (EIoT)?

Take a look at the bar chart on predicted spend of investment in IoT solutions by industries, year on year.

Previously we have used examples of what you would call Consumer IoT. Concepts and devices aimed at the consumer market that in turn creates this intricate network of “Things”. That is not to say we need to make a clear distinction between CIoT and EIoT. In essence they both interlink. For example the wide adoption and popularity in apps most commonly on android and Apples IOS. Organisations know to increase revenue streams, accessibility and serviceability, consumers require a dynamic and userfriendly method of consuming services. Both are stakeholders in the app and require different needs from it. Difference being enterprises have the capital, depth and breadth to purchase IoT devices and IoT service enablers on a large scale.

There is set to be a predicted huge $23.3 billion IoT devices connected by 2019, 40% ($9.1 billion) of which the enterprise market will account for. Interestingly IoT software and services sales will reach $43.9 billion in

EIoT will affect all industries and this is why

comparison to IoT hardware sales which will

it is critical to be proactive in evolving your

account for $2.3 billion in revenue. Service

business… rather than being hindered by a

providers, service suppliers and other key

“disruption”. In the business model section

stakeholders alike should be jumping out of

of this paper, we will take a brief look at the

their seats with the idea of this mouth-

.com boom and businesses who failed to

watering notion and investment opportunity.

innovate; ultimately paying the biggest price of business closure.

Let take a deeper look into 3 key challenges EIoT will face internally as well as externally.

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Challenge 1 – Central IT’s/Service Desks role (IT) in IoT

According to Gartner, an average of 73% of

IT is viewed as no more than cost center or

central IT, the other 27% is Shadow IT

sink, how will we ever accomplish Business and IT alignment? One of the important issues in IT service management is that it is not being taken seriously. This is resulting in budgets being cut and re-distributed to other Business Units (BUs).

enterprise technology spend is controlled by

The IoT however can play an integral role for the service desk. Today organisations have an IT estate which is already complexly connected. Think about the printer services, laptops, smart phones, routers, switches. All these devices are carefully monitored using various

If we cannot get IT and business to align

management tools to administer and

how will we ever even think of adopting a

troubleshoot the IT infrastructure.

concept like IoT. IoT is still an immature concept and is a bleeding edge technology which has been adopted by a select few. See the case study sections on some examples.

With the added value of IoT we could have more devices with embedded sensors. IoT devices are self-healing, autonomic and have human-like characteristics. We can reduce

With that being said with the lack of use

the amount of time IT staff are running

cases, how can a CEO justify an investment

around the data centre and start to innovate.

without a proven Return On Investment

HP identified that we spend approximately

(ROI)?

80% of the time in the data centre and 20%

A common concept being identified is the term “Stealth IT”. The idea that other BUs within an organisation have surpassed central IT by consuming other technologies

actually innovating and helping our business move forward. The service desk could stop firefighting and become a proactive part of the organisation.

from outside the realm of IT, without proper

How you might ask. With the data that is

approval (Shadow IT). This causes a

generated, predictive analysis methods could

complete chaotic network of unknown

be used to discover new patterns/trends and,

devices etc which is a key issue when

even better, spot anomalies that could be a

performing asset management.

threat or an opportunity. Of course this would put a strain on the IT storage assets that are having to process all this data and

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capacity management would have to be

The diagram below is a model on how you

carefully monitored here.

can achieve this equilibrium between IT and

The idea is that IT becomes the centre of

the Business.

excellence due to the fact that they have the

By having both strategies align, this enables

IT predictive analysis tools to supply senior

your business to go forward and be the first

executives with data, which can be used to

to spot new innovations and gaps in the

make much more informative business

market.

decisions.

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Challenge 2 – Business unit Silos & non-IT service domains

all these complex workflows and processes

Even if Business and IT are aligned, how

interactions that need to happen on a daily

do we deal with other business units and

basis.

especially the ones who do not use IT?

These BUs can be identified as a service

Within an organisations there are many

domain which means that each BU provides

business processes other than the core

internal services to each other even though

customer-facing ones, such as HR, Finance,

they may not necessarily think it. e.g.

Admin, legal and facilities. These BUs

marketing may not think they provide a

support the core processes and form part of

service to sales but in essence they are both

the value chain even if they are not directly

supplying and consuming from each other.

in the supply chain.

One way of tackling these issues discussed is

Many tasks in various BUs are automated by

something called Enterprise Service

IT but it is in fact the processes that tie these

Management (ESM). This is the application

tasks together to create the “value” that is

of applying a service-orientated business

handled manually. This increase can result in

model for how your organisation works

wastage, costs increasing, requests being lost

internally; this is a company-wide strategy.

or worse dropped.

By adopting this you can reduce overheads,

For IoT to be fully utilised, it is imperative

increase predictability by making sure things

to have all the cogs (BUs) in sync and

are delivered on time (with quality) and

working in convergence with one another.

simplifying processes for end users

you can start to identify the multiple

(customer satisfaction). But you may ask the question what do I actually get? You make use of one system that will converge all the different web portal and help desks. This could significantly drive productivity because of the simplification of having to deal without Everyday workers need help from people in other departments or rely on other people in the value chain to perform their tasks. With

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multiple interfaces and knowing where to go.

For the service desk from an IoT perspective this is the perfect world. Having smartified devices that are self-healing and visible to IT mean they can be aware of an issue before it manifests. They are also bringing all BUs under one IT domain, shifting from reactive

On top of using ESM the IT department can work on end user engagement namely with the various BU’s. Customer satisfaction is key to building credibility with business executives.

firefighting model to a managed proactive one.

One way to do this is to have mini sub-teams sit within the BUs and live among them to

Effectively looking at a holistic view of what people want in an organisation they want the same thing: get support and information from other departments quickly and easily, to know the status of when it will arrive, able to escalate or know an alternative way to obtain it and able to complete requests from other BUs efficiently and effectively. Different groups of people may want to use this information in different ways but the principle remains the same.

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identify key problems and be able to troubleshoot efficiently and quickly. A major benefit is building the well needed rapport with the BUs that often IT are criticised for lacking. With a network of “Things” working in conjunction with sub-teams organisations can expect to see the breakdown of business and IT silos. See the diagram below to put things into a visual context.

Challenge 3 – Dealing with IT mega trends

of systems/processors) natured data coming

So we may have a state where our

there are, the higher the chance your data

Business and IT functions are not only

will perpetuate and soar off the charts; also

aligned but we have convergence and

data storage becomes a problem. See the

collaboration throughout. What about the

security section on hybrid cloud model to

external mega trends affecting EIoT?

cope with a storage issue.

from all types of devices. The more devices

The industry has identified that there are around 4 key mega trends. These being the

So we use something called Data Analytics;

explosion of Big Data, the service-orientated

which is what the term suggests… analysing

cloud, the convenience of mobility and

data. This helps you harness the sheer

hopefully wrapped round in tight security.

variety and velocity of how data is

All 4 overlap, interact and are cohesive.

accumulated.

Big Data IoT devices or products (Things) that contain embedded sensors and actuators (a mechanism i.e a motor that puts something into automation by controlling or moving it by a source of energy e.g. wind energy) can create a huge amount of raw data. Devices such as wearables may already have embedded analytics in a real time fashion, so Now having the data is all well and good

you can make informed decision there and

until you think what does this data actually

then. For example Samsungs app, S Health,

mean? Am I gaining any value or benefit

allows you to monitor how many steps you

from storing this data? This is already a

have taken over what period of time,

problem that enterprises are facing.

measure heart rate, stress levels and oxygen saturation. This could help organisations monitor the health of their employees and be

Introduce IoT in the mix and you are now dealing with a heterogeneous (multiple types 13 | P a g e

proactive in spotting correlations.

policies in conjunction and compliance with An in-demand necessity is something called Data Mining which is the process of analysing large data sets in order to spot patterns, trends and anomalies to make better informed decisions. As we have discussed

legislation. For example the NHS are obliged to keep patient records for approximately 7 years. You could have a policy that deletes these records from the archives to save on storage space.

data can come from all manners of devices which gives the opportunity to collect data such as: vibrations, temperatures, locations,

Security, privacy and cloud The exponential increase of devices

competitor strategy, and cognitive customer

connected in an IoT networks poses both

and employee statistics.

security and privacy risks. Think about if you have a life support machine for

Data Aggregation is another point to consider, the fact you can summarise data to perform statistical analysis. For example your data might tell you that your customer

example. The possibility of someone trying to hack into it and turn it off; forget about the financial impact of credit card fraud we could be talking about life and death!

aged 21 is interested in a particular product. Every time that user logs on you can

With the ever-growing list of devices, the

advertise those products to that specific

network boundary expands so does the

target audience rather than mass marketing.

opportunity for risk increases. You want to protect your network but all you think about is the cost of doing so, however it is imperative. In 2015 Talk Talk were hacked and many user accounts were leaked into the open, resulting in an estimated cost £35m which could mean bankruptcy. So spending the capital could mean huge savings and give you the ROI you deserve.

Along with using analytics software you can

With the ability of a cloud you can mix and

govern the data being produced through data

match what is on-premise and off-premise,

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with a combination of both public and private cloud solutions; known as a Hybrid Cloud Model. For example you may own a sophisticated infrastructure which you have invested heavily in, you can consume various security applications with the approach of using Software as a Service (SaaS).

Internal staff will also need guides, policies and acceptable use documents to outline what is best practice. Training sessions and days should be held to understand who (identity management) is accessing the data from where and on what.

The great thing about using the cloud is that you have the opportunity of the elasticity and freedom of expanding your capacity; with your chosen Cloud vendor or vendors.

Researchers have identified that trust is a key issue. In terms of users reluctance to use something that is not defined and “unknown”.

Therefore to combat this something called Trust Management is needed to take people’s perceptions of uncertainty and help overcome them. It also engages in user acceptance and the consumption of IoT services and apps. It is a technical area which requires training on techniques such How do we potentially solve this?

as Cryptography and making use of devices

Protecting at the app level would be the

such as RFID tags. Don’t forget IT vendors

logical answer, because no matter what

can offer expertise on complex areas such as

devices connect, if you have encryption

trust management… don’t be afraid to ask.

software etc which is policy based then your users are protected.

Mobility and summary diagram Our consumer lives are having a huge impact on our expectation of IT in the workplace. As the years have passed we are 15 | P a g e

increasing in IT self-sufficiency. This is

How does IT department deal when an

putting a massive strain on IT as it is

employee loses their device? How can you

struggling to keep up.

guarantee the corporate data that is on these

You may have heard of something called a Bring Your Own Device (BYOD) policy which is a growing trend, where employees

personal devices is not being misused? How do you train staff to accommodate and support such a wide variety of technologies?

choose what device they want to use for

IoT from a holistic view point seems to fit in

work purposes. Now this strategy increases

with this strategy. You are dealing with

employee satisfaction and productivity as

multiple devices that you cannot necessarily

they are comfortable with the device they are

identify (Identity Management issue) or

using. It reduces costs for the business in

control. IoT may secure at an app level not

terms of hardware spend/software licensing

at a device level. You could have a corporate

spend/device maintenance.

app where the information stored is not

However it doesn’t come without pressing

stored locally but on a server. Having a

concerns and risks, security being one of the major ones.

BYOD starter kit, for example, which installs anti-malware, encryption and remote wipe could be a possibility. In summary see the below diagram.

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Business model and adoption of IoT How do we actually adapt our

Now there were many companies who did not evolve with getting their business online. Ultimately some of them pay the price of liquidation. Notable ones were companies

business to enable the use of

like Kodak in digital printing and

something like IoT?

Woolworth missing out on online retail. See

At the start of the paper we talked about how

the mind map below to have a look at some

you need to evolve your business, especially

more.

in the dynamic world of IT. One of the

When talking to Ian Brooks (HPE) on

biggest technology evolution was the .Com

business models and achieving value in IoT

boom pre 2000.

he had this to say:

This (IoT) involves changes in technology, but equally, changes in process and culture. In order for them (businesses) to respond rapidly to what they learn and capitalize on the opportunity (gain value).

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A Business model is the plan in which the

Partners or suppliers is another vital

company operates in order to generate

component for successful IoT

revenue and make a profit; it can include

implementation, in particular: Software and

expenses, revenues, components (see

app developers, launching customers,

diagram below in relation to components

hardware partners and data analysis partners.

needed to enable IoT) and functions of the business. Business models are needed to create value and of course provide a return on investment from the prospective investor.

Using partners and growing your business network, especially involving software and technology, are susceptible to being outsourced which could be due to the issue

Value is more than just thinking about the

of the high cost involved and also

initial outlay costs or even ongoing. The

availability of resources; capacity

value comes from the data being generated

management issues.

by IoT devices and also the ability to analyse this data. The value of the service is what it will enable your customer to do, one of the most important being to make informative decisions based on reliable real-time data.

Another key point is supplier management which would be vital in maintaining and sustaining what could be a very complex network. Service Level Agreements (SLA) would be vital, laying out and managing expectations on what both the supplier and customer can expect from the respective service.

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Case studies With few organisation adopting IoT, how have the ones that have been adopted, faired?

Here are some of the key challenges:  Strain on housing stock and transportation due to dense population.

We will take a look at 2 case studies: the implementation of a Real-Time Location System (Stanley Black and Decker) and also Smart Cities (Project in Hong Kong).

Case Study 1: Government Smart City project in Hong Kong We briefly talked about what is a Smart City in the section “Where are we today and the Future”? As a brief reminder see the picture below to depict what a Smart City could look like.

 Environmental – air, waste and water pollution.  Centralising IT under 1 banner – before most government departments had their own “ICT Shop”.  Capitalizing on the ICT market opportunity – they want to take advantage of and play a leading role in ICT innovation and trade.  Ensuring that all citizens can benefit from smart technology – many areas still not connected. How did they solve this and project results?  Strategy – devised something called Digital 21 which was a blueprint for their ICT development. It included how to facilitate the digital economy, promoting innovation, developing Hong Kong as a hub for

Hong Kong has a population of approximately 7 million people making it one of the most densely populated places in the world. It has its own economic system and political system which are clearly set apart from the systems in China.

technological co-operation/trade and finally building a knowledge-based society to enable the next generation to succeed. It brought government departments together.  Governing body – the OGCIO (Office of the Government Chief

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Information Officer). This was

IoT has been helped by the amount of

intended to streamline government

devices and apps that are interconnected.

structure and leadership for ICT

However for the city to develop and expand

functions within the government.

further they would need to grow their

This mirrors the ESM concept

network of devices and application to give

mentioned in Challenge 2 of this

them more access to valuable data.

paper.  Leadership – see the below hierarchy.

You can see how the Hong Kong government has adapted its “business model” to accommodate technological change as well as having easy to use services. The government seemed to have used the ESM way of management by streamlining business functions and coming under one umbrella.

 Projects – Electronic Information

By doing this they are converging and

management (covers content/record

centralising lots of individual IT silos into

knowledge management), E-

one hub.

government (runs government website, meeting 80% of citizen’s needs, supports/develops governments 49 mobile apps & 38 services) and GovWifFi/Open data (provide free wireless internet services to all citizens through strategically placed government premises as well as demographic/economic available data).

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Something that was not mentioned is an initiative the government introduced called Data One (effectively a portal like in ESM) where developers are encouraged to make publicly available real time data apps. For example one was made where you could locate your nearest available docter.

Case Study 2: Real Time Location System [RTLS] (Stanley Black and Decker) in Mexico. Stanley Black and Decker (SBD) is one of the biggest tool manufacturers and provider of security products in the world. It has 52,000 employee worldwide and is in the fortune 250. SBD operates one of its biggest tool manufacturing plants in Reynosa, Mexico (serves North American market). With 40 multiproduct manufacturing lines and thousands of employees, the plant produces millions of power tools each year.

 Implemented RTLS – robust

wireless network making use of RFID tags that attached to any material to provide real time location/status to all level of staff (assembly staff, supervisors and plant managers).  Cisco WiFi and plant wide

Ethernet – provides a scalable and high performance network platform. Wireless access point are used to offer mobile access to production line information to plant floor managers providing value to its users.

Here are some of the key challenges:  Management – scale of production and manufacturing complexity.  Transparency – of real time production to schedule.

 Dashboard – AeroScout industrial provided a dashboard service to keep production floor manager up to date and made sure products were of high quality and also delivered on time.

 Costs – Actual labour costs exceeding standard costs.  Shifts – understanding affects of these changes and resource shifts line to line.  Visibility – able to see real-time equipment effectiveness, line productivity and reducing production line change over.

IoT was paramount to the success of this project. This was a clear case where you have different eco systems in the people,

How did they solve this and results?

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materials, machinery.

Having a 3 tiered solution of the RTLS system underpinned by a robust network in the form of a visible dashboard. The need for simplicity is vital. For users to ultimately adopt the system it must be user-friendly. The use of simple RFID tags built up a

Conclusion Organisation across all industries will be affected by IoT, maybe not incurring any huge dents to their companies at first, but opportunities will be missed further down the line…Ian Brooks (HPE) highlights this:

strong network to provide relevant information to make informed quick decisions to meet daily targets, reduced inventory costs by 10% and achieved equipment effectiveness (was a 24% increase) for SBD.

The implications for organisations are enormous with those that invest early being prepared and those that don’t, missing out on new service opportunities and risking being lost in a sea of data that they can’t comprehend.

SWOT Analysis We will finish with a SWOT analysis of IoT. To encompass everything talked about above. See the diagram below.

Ask yourself these questions: 1. Do you want to get ahead of the curve or risk falling behind? 2. Are all your assets allowing you to be proactive not just reactive? 3. The data that you store - are you actually using it to its full valuable potential to make informed business decisions? 4. Are you innovating with your customers, users and supplier? 5. Can your current business model survive the way it is? All these questions are there to make you think and see that you may be sitting on a goldmine ready to be discovered and utilised with the power of IoT.

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References Special acknowledgement to Ian Brooks [European Head of Innovation, Hewlett Packard Enterprise] for contributing to the paper.



Anon, (2013). [online] Available at: https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/24939 7/bis-13-1216-global-innovators-international-smart-cities.pdf [Accessed 11 Nov. 2015].



Axios Systems, The 5 Big Strategic ITSM Challenges for 2015, How technology, business and consumer megatrends are impacting service management (2015), pp.2-11.



Axios Systems, The Leading Provider of Service Management Solutions Enterprise Service Management (Beyond ITSM), Building a service-oriented enterprise (2015) pp. 2-14.



Baselinemag.com, (2014). A Brief History of the Internet of Things. [online] Available at: http://www.baselinemag.com/networking/slideshows/a-brief-history-of-the-internetof-things.html [Accessed 22 Nov. 2015].

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Borgia, E. (2014). The Internet of Things vision: Key features, applications and open issues. Computer Communications, 54, pp.1-31.

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Bradley, J, Barbier, J & Handler, D. Embracing the Internet of Everything To Capture Your Share of $14.4 Trillion (2013) pp.1-17

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Brody, P. and Pureswaran, V. (2015). The next digital gold rush: how the internet of things will create liquid, transparent markets. Strategy & Leadership, 43(1), pp.36-41.

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