HP IT SERVICE MANAGEMENT

OPTIMIZING SERVICE LIFECYCLE DELIVERY AND COSTS

IT Performance Suite
Perform Better by digitizing entire IT value chain
SEE UNDERSTAND
Strategy, Planning and Governance

ACT

IT Performance Metrics Security Intelligence and Risk Management

Application Lifecycle Management Operations Management

IT

Information Management

Business Outcomes

IT IT
OPERATE

Collaboration, Orchestration, Analytics

PLAN
2

BUILD

The IT Service Management Challenge

Lower cost and demonstrate value to the business

?
Standardization

How can I better meet customer expectations How can I make IT more productive

?
3

How to better align IT with our business goals

HP Approach to ITSM
Optimize service lifecycle delivery and cost Maximize IT value to business
Align IT and business with service lifecycle management Leverage HP experience for processes improvement Demonstrate IT value and consolidate communication Automate processes Empower end-users with self-service Deliver via Software-as-a-Service (SaaS) Standardize on processes (ITIL) Minimize service disruptions through automated change Enable regulatory compliance and improved audit posture

Optimize costs Mitigate risk and ensure compliance

Accelerate innovation and run IT like a business while providing predictable and reliable service quality
4

ROI with HP ITSM

Quantifiable results from HP customers around the world Change and configuration management Incident and problem management consolidation

40% increase in number of changes processed 50% reduction in monthly emergency change rate 85% decrease in time to produce SOX audit evidence 25% Service Desk savings per month (8 hours per month per technician) More than 50% reduction in service desk cost Higher application availability and customer satisfaction 25% improvement in number of incidents resolved on first call 75% improvement in system error Mean Time to Repair $4.5M in savings and 30% reduction in procurement costs 10-15% decrease in license spend attributed to overprovisioning

Software license management

HP Service Manager Certified Gold in ITIL v3

More OGC-certified ITIL processes than any other vendor U.K.'s Office of Government Commerce (OGC), the creator of the Information Technology Infrastructure Library (ITIL), has certified HP Service Manager 7.1 & 9.2 for TEN ITIL v3 processes at the Gold Level

Incident Management, Problem Management, Change Management Service Asset and Configuration Management Request Fulfillment, Service Catalog Management Service Level Management, Knowledge Management Service Portfolio Management, Availability Management

Gold Level indicates that multiple customers have provided written verification of using HP Service Manager to automate these ITIL processes HP has more Gold-Level certified processes than any other vendor: Click here to see HP listed on the official OGC website
6

HP IT Service Management Solution

IT Performance Metrics and KPIs Automation
Service Desk
-Incident -SLM -Problem -Knowledge

Change Mgmt
-Planning -Impact

Service Catalog
-Request -Support -Self-service

& Risk -Calendar -Approval & CAB

-Asset

tracking -Procure & Order -Contract & Comply -Finance

Asset Mgmt

Service Modeling, Configuration Compliance, State Management Population

Physical and Virtual Assets

Configuration Management System

Discovery

Federation

IT Performance Suite - Key ITSM Metrics and KPIs

Enable IT to perform better
Percentage of FCR (first call resolution) Incident aging Change success rate Percentage of emergency changes Percentage of changes resulted in outages Percentage of SLAs met Percentage of software licenses in use
More than 30 ITSM KPIs help you to perform better

Configuration Management System

HP Universal CMDB With Discovery And Dependency Mapping Sharing configuration data across the ITSM solution
Automate continuous discovery of assets, infrastructure and applications Provide dynamic mapping across infrastructure, applications, and services Quickly visualize environment from multiple perspectives Dynamically access data via actionable federation Enables impact analysis, change collision detection, Unplanned change detection, and change validation
9

Population

Federation

Configuration Management System

Foundation

UCMDB-CM

Example of the same view using Composite CIs with UCMDB-CM

Discovery and Dependency Mapping (DDM)

The ability to gather IT environment related information such as:

Servers PCs Applications Installed software Databases Network elements Appliances Relationships and Dependencies Storage End Users Printers Customized discovery

UCMDB-CM

Configuration Analysis

Analysis results at a glance

Composite CI configuration mode alignment results

Attribute level model alignment results

Detailed analysis scope and their alignment with the model

HP Service Manager
HPs best-in-class solution for the IT Service Desk
Automation

Standardize and Consolidate Automate standardized process to improve efficiency and effectiveness Enable IT to work as a single organization governed by a consistent set of processes delivering predictable value to the business Offer self-service access including knowledge management Document value with common metrics, SLM calculates priority and severity based on SLAs

Service Desk

Change Mgmt

Service Catalog

Asset Mgmt

Configuration Management System

Population
Physical and Virtual Assets Discovery

Federation

KCS: 30% decrease in operational costs of calls and incidents IDC: 40% better efficiency on Incident and Help Desk support
13

Service Desk
Service Manager - HPs best in class solution for the IT service desk
Automate standardized process to improve efficiency and effectiveness Enable IT to work as a single organization governed by a consistent set of processes delivering predictable value to the business Offer self-service access including knowledge management Document value with common metrics, SLM calculates priority and severity based on SLAs

Standardize and consolidate

1 4

Consolidated Service Desk

15

Collaborative ITSM components

Focus on collaboration activities specific to ITSM
Existing paradigm Collaborative ITSM

Chat

Conversation Feed Subscription Status Update Holistic Knowledge

ITSM

Email

ITSM

Phone

Chat

Collaboration on ITSM tickets through chat cannot be saved or correlated Difficult to update colleagues or groups on critical information

Conversation Feed subscription

Status update Holistic knowledge

Capture and relate conversations to ITSM ticket Subscribe and follow hot news, conversation, colleague, group or CI around ITSM Update to configurable groups on status or hot news Capture, tag, and search both informal conversations and formal knowledge

Email

Phone
16

Difficult to sort and process real time update Hard to correlate and track email collaborations to ITSM tickets Need to manually capture phone conversation Difficult to correlate phone collaboration to ITSM ticket

Service Manager Collaboration

Key features
Providing collaboration solution within SM Initiate and maintain real time conversations for SM Incident and Interaction forms Deliver integration between SM collaboration and Office Communicator

Key benefits
Different owners on the same ticket share context Ability capture conversation history in context of the ticket

17

18

Mobility Extension

Offered at no additional license cost Benefit: shorten closure or approval time for key SM users
Field support engineers (incident analyst)
View and update an incident ticket (resolution status, descriptions, etc) in real time Re-assign the ticket to proper assignment group in real time. View newly assigned high priority tickets

Change approvers
Approve changes in timely manner outside working hours Approve or update change requests without opening up PC

Wide range of Smartphones

iPhone, Android, Palm, Blackberry

19

Change, Configuration, and Release Mgt

Increase Control And Reduce Risk Respond quickly and more efficiently to change requests
Effective change control Full visibility to configuration Increase change advisory board (CAB) effectiveness
Population Federation

Automate impact analysis and collision detection Automate change execution Detect unplanned changes Improve audit and compliance posture

IDC: 28% reduction in staff time for change mgmt; 50-80% reduction in cycle times

20

Change Management

Automate collision detection & Impact Analysis

Workflow designer

Workflow definition & configuration

Service Catalog and Request Management

Enable a quicker, easier, and friendlier process for end users and agents
Enjoy an innovative Web 2.0 user interface and powerful search and browse capabilities
Population Federation

Define and maintain a standard set of user goods and services Reduce ad hoc requests with standardized procurement processes Provide consistent and predictable cost models with uniform pricing and asset management integration Reduce the service desks workload by raising and status-checking requests via the Web

30-50% percentage reduction in time required for service request management 25% or greater (up to 80%) reduction in the number of help desk contacts and time required by end users to make service requests

Service Request Catalog

25

The Support Story : End User Perspective

End User (Using SRC interface) Browse Catalog
User Info.

Create Request

OR
Create generic support request View/Update/Close Request

Category Problem Desc. Item Options Contact Info. Attachments Urgency

Request SD1015 Created/Updated

View support request status Status Updated From IT

26

To IT

Asset Management
HP Asset Manager foundation to asset tracking and financial management Better decisions to drive out costs
Know from procurement through disposal:
What you have Where your assets are located How much they cost Who is using them

Population

Federation

4% of asset cost is procurement, 96% is operational On average 25-45% saving can be achieved year one on software licenses

Optimize software license compliance for virtual and physical environments Leverage Service Asset and Configuration Management

27

Asset Management
HP Asset Manager foundation to asset tracking and financial management Better decisions to drive out costs
Know from procurement through disposal: Financial Procurement Software Asset Mgmt Contracts
What you have Where your assets are located How much they cost Who is using them

Optimize software license compliance for virtual and physical environments Leverage Service Asset and Configuration Management

28

The SAM best practices package content

Software counters Compliance and maintenance renewal dashboards License expenses reports

License contract templates Workflows and scripts for compliance pre-calculation

Automation
Reduce operational costs while improving quality of service Deliver significant and proven benefits
Faster execution and provisioning: speed time to market and reduce staff hours Define and enforce a standard implementation process once, and leverage it every time, by every team Automate tasks to reduce the amount of human error during execution Enable a complete auditable process

Population

Federation

30

End-to-end ITIL v3 coverage

Service improvement
Exec. Scorecard

HP ITSM Solution
BTO solution / others

Service reporting
SM Foundation Westbury Reporting Exec. scoreboard

Service measurement
SM SLM Exec. Scoreboard

CONTINUAL SERVICE IMPROVEMENT STRATEGY

Strategy generation
PPM Portfolio

DESIGN

TRANSITION
Change management
SM Change

OPERATIONS
Event management
Business Service Management

Service catalog management

SM Service catalog

Demand management
PPM Portfolio

Service level management

SM Service level

Availability management
SM SLM

Service asset & config

AM Asset Portfolio CMS (UCMDB)

Transition planning support

PPM Project, Program & Resource

Incident management
SM Incident

Access management

Service portfolio mgmt.

PPM Portfolio SM Service Catalog AM Asset Portfolio

Supplier management
AM Contract Information security management ArcSight

Capacity management
AM Asset Portfolio IT service continuity management Exec. Scorecard

Knowledge management
SM Knowledge

Service testing & validation

Application Quality Management

Problem management
SM Problem

Request fulfillment
SM SRC SM Request

Financial management
PPM Financial AM IT Financial

Release & deploy mgmt.

SM Change Release Control PPM Deployment

31

PPM Project, Program, Resource, Time & Demand

Optimize Service Design through

Service evaluation
Release Control

IT Service Management in the Cloud

ITSM helps the CIO to become the builder and broker of services Self-service, including service catalog and request fulfillment, provides a customer-centric entry to the Cloud ITSM bridges the gap between service providers, IT and the user community ITSM streamlines and automates processes and helps avoiding Cloud sprawl and lowers risk
BUILD

TRANSFORM

MANAGE AND SECURE

CONSUME

The Cloud now provides the opportunity, after twenty years, to deliver the true end-toend services that ITIL was designed to empower.
David Cannon HP, founder of the IT Service Management Forum (itSMF)

32

At the Core of ITSM: HP Service Manager

The communication hub for managing the entire service lifecycle
IT Planning and Control Change, Configuration & Release Mgmt

Financials Demand Portfolio Quality Projects Requirements

Application Lifecycle Mgmt
33

HP Service Manager

Compliance Deployment Impact Root cause Health Service levels

Closed Loop Incident & Problem Mgmt

Service Desk Consolidation

Customer Quotes and Tech Facts

FICO
HP Service Manager has allowed us to implement a mature technology management framework and methodology. Were therefore better able to meet FICOs strategic corporate objectives, including improved ability to perform audits as well as increased efficiency and continuous improvement.
Matt Dixon, Director, IT Service Management, FICO

Objective & Approach Objective: Achieve mature, proven, integrated framework for managing technology infrastructure

IT Improvements Audits that once took 1520 hours now take minutes Integration eliminates duplication of data entry, management

Business Benefits Improved audit compliance meets business objectives for regulatory requirements and competitiveness Mature framework allows creation and tracking of KPIs Improved reporting supports better management decisions

Approach: Implement integrated suite of tools to 21% improvement in automate discovery and change process improve service management compliance configuration, change, and incident management processes

35

Service Desk Consolidation

Chart

Why HP?
HP has deep strategy, product and process implementation expertise, industry thought leadership, and unique assets unlike any other IT vendor

More than 4,000 customers in service management

6th

largest software company in the world

Installed base of nearly 100,000 customers

worldwide providing training to over 120,000 IT professionals

80+ education centers

12,000+

ITIL skilled professionals

management experience

17+ years of service

3,600+ active membership in PMI

37

Thank you!

38