presentation_ hp smc

7/31/2019 Presentation_ Hp Smc

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HP IT SERVICE MANAGEMENT

OPTIMIZING SERVICE LIFECYCLE DELIVERY AND COSTS


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IT

IT

Strategy, Planning and Governance

IT

IT

Perform Better by digitizing entire IT value chain

IT Performance Suite

Security Intelligence and Risk Management

Application LifecycleManagement

Operations Management InformationManagement

OPERATEBUILDPLAN

IT Performance Metrics

Collaboration, Orchestration, Analytics

Business

Outcom

es

ACTUNDERSTANDSEE


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How can I better meet

customer expectations

?StandardizationHow can I make ITmore productive

How to better align ITwith our business goals?

?

The IT Service Management ChallengeLower cost and demonstrate value to the business


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Optimize service lifecycle delivery and cost

HP Approach to ITSM

Automate processesEmpower end-users with self-service

Deliver via Software-as-a-Service (SaaS)

Optimize costs

Mitigate riskand ensurecompliance

Standardize on processes (ITIL)Minimize service disruptions through automated changeEnable regulatory compliance and improved audit posture

Align IT and business with service lifecycle management

Leverage HP experience for processes improvement

Demonstrate IT value and consolidate communication

Maximize ITvalue to business

Accelerate innovation and run IT like a business whileproviding predictable and reliable service quality


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ROI with HP ITSM

Change andconfigurationmanagement

40% increase in number of changes processed

50% reduction in monthly emergency change rate

85% decrease in time to produce SOX audit evidence

Incident and

problemmanagementconsolidation

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

Software licensemanagement

$4.5M in savings and 30% reduction in procurement costs

10-15% decrease in license spend attributed to over-provisioning

Quantifiable results from HP customers around the world


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HP Service Manager Certified Gold in ITIL v3More 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 certifiedHP Service Manager 7.1 & 9.2 for TEN ITIL v3 processes at the GoldLevel

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 Managerto 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


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HP IT Service Management Solution

Automation

Configuration Management System

Service Modeling, Configuration Compliance, State Management

Discovery

Service Desk-Incident-Problem-SLM-Knowledge

Change Mgmt-Planning-Impact & Risk-Calendar-Approval & CAB

Service Catalog-Request

-Support-Self-service

Asset Mgmt-Asset tracking-Procure & Order-Contract & Comply-Finance

Physical and Virtual Assets

Population Federation

IT Performance Metrics and KPIs


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Enable IT to perform better

Percentage of FCR (first callresolution)

Incident aging

Change success rate

Percentage of emergency changes

Percentage of changes resulted inoutages

Percentage of SLAs met

Percentage of software licenses inuse

IT Performance Suite - Key ITSM Metrics and KPIs

More than 30 ITSM KPIs help you toperform better


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HP Universal CMDB With Discovery And Dependency Mapping


Sharing configuration dataacross the ITSM solution

Automate continuous discovery ofassets, infrastructure andapplications

Provide dynamic mapping acrossinfrastructure, applications, andservices

Quickly visualize environmentfrom multiple perspectives

Dynamically access data via

actionable federationEnables impact analysis, changecollision detection,

Unplanned change detection,

and change validation



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Foundation

UCMDB-CM

Example of the sameview using Composite

CIs with UCMDB-CM



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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


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UCMDB-CMConfiguration Analysis Analysis

results at aglance

Composite CIconfiguration

modealignment

results

Attribute levelmodel

alignmentresults

Detailed analysisscope and their

alignment with the

model


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HPs best-in-class solution for the IT Service Desk

HP Service Manager

Standardize and Consolidate

Automate standardized processto improve efficiency andeffectiveness

Enable IT to work as a singleorganization governed by a

consistent set of processesdelivering predictable value tothe business

Offer self-service access including

knowledge management

Document value with commonmetrics, SLM calculates priorityand severity based on SLAs

IDC: 40% better efficiency on Incident andHelp Desk support

KCS: 30% decrease in operational costs ofcalls and incidents

Automation


Discovery

ServiceDesk

ChangeMgmt

ServiceCatalog

AssetMgmt

Physical and Virtual Assets

Automation


Discovery

ServiceDesk

ChangeMgmt

ServiceCatalog

AssetMgmt

Physical and Virtual AssetsPhysical and Virtual Assets



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Service Manager - HPs best in class solution for the IT service desk

Automate standardized process toimprove efficiency and effectiveness

Enable IT to work as a singleorganization governed by a consistent

set of processes delivering predictablevalue to the business

Offer self-service access includingknowledge management

Document value with common metrics,SLM calculates priority and severitybased on SLAs

Service Desk

Standardize and consolidate


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Consolidated Service Desk


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Conversation Capture and relate conversations toITSM ticket

Feedsubscription

Subscribe and follow hot news,conversation, colleague, group or CIaround ITSM

Status update Update to configurable groups onstatus or hot news

Holisticknowledge

Capture, tag, and search bothinformal conversations and formalknowledge

ITSM

Conversation

FeedSubscription

StatusUpdate

HolisticKnowledge

ITSM

Chat

Email

Phone

Chat

Collaboration on ITSM tickets throughchat cannot be saved or correlated

Difficult to update colleagues or

groups on critical information

Email

Difficult to sort and process real timeupdate

Hard to correlate and track emailcollaborations to ITSM tickets

Phone

Need to manually capture phoneconversation

Difficult to correlate phone

collaboration to ITSM ticket

Existing paradigm Collaborative ITSM

Collaborative ITSM components

Focus on collaboration activities specific to ITSM


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Service Manager Collaboration

Key features Providing collaboration

solution within SM Initiate and maintain real

time conversations for SMIncident and Interactionforms

Deliver integration betweenSM collaboration and

Office Communicator

Key benefits Different owners on the

same ticket share context Ability capture

conversation history incontext of the ticket


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Mobility Extension Offered at no additional license cost

Benefit: shorten closure or approval timefor key SM users Field support engineers (incident analyst)

View and update an incident ticket(resolution status, descriptions, etc) in realtime

Re-assign the ticket to properassignment 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 withoutopening up PC

Wide range of Smartphones iPhone, Android, Palm, Blackberry


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Increase Control And Reduce Risk

Change, Configuration, and Release Mgt

Respond quickly and moreefficiently to change requests

Effective change controlFull visibility to configuration

Increase change advisory board(CAB) effectiveness

Automate impact analysis andcollision detection

Automate change execution

Detect unplanned changes

Improve audit and compliancepostureIDC: 28% reduction in staff time for changemgmt; 50-80% reduction in cycle times

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



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Change Management


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Workflow designer

Workflow definition & configuration


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Service Catalog and Request Management

Enable a quicker, easier, andfriendlier process for end users

and agents Enjoy an innovative Web 2.0 userinterface and powerful search andbrowse capabilities

Define and maintain a standard set of

user goods and services Reduce ad hoc requests withstandardized procurement processes

Provide consistent and predictable costmodels with uniform pricing and asset

management integration Reduce the service desks workload byraising and status-checking requests viathe Web

30-50% percentage reduction in time required forservice request management

25% or greater (up to 80%) reduction in thenumber of help desk contacts and time required by

end users to make service requests



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Service Request Catalog


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The Support Story : End User Perspective

BrowseCatalog

Create genericsupport request

CreateRequest

User Info. Category ProblemDesc. Item Options Contact Info. Attachments

UrgencyOR

Request SD1015Created/Updated

View/Update/Close

Request

View support

requeststatus

Status Updated

End User(Using SRC

interface)

From IT To IT


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HP Asset Manager foundation to asset tracking and financial management

Asset Management

Better decisions to drive outcosts

Know from procurementthrough disposal:

What you have

Where your assets are located How much they cost

Who is using them

Optimize software licensecompliance for virtual andphysical environments

Leverage Service Asset andConfiguration Management

4% of asset cost is procurement, 96% isoperational

On average 25-45% saving can be achieved yearone on software licenses



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HP Asset Manager foundation to asset tracking and financial management

Asset Management

Better decisions to drive outcosts

Know from procurementthrough disposal:

What you have

Where your assets are located How much they cost

Who is using them

Optimize software licensecompliance for virtual andphysical environments

Leverage Service Asset andConfiguration Management

Financial

Procurement

Software Asset Mgmt

Contracts


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The SAM best practices package content

Software counters

Compliance and

maintenance renewaldashboards

License expenses reports

License contract templates

Workflows and scripts for

compliance pre-calculation


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Reduce operational costs while improving quality of service

Automation

Deliver significant and provenbenefits

Faster execution andprovisioning: speed time tomarket and reduce staff hours

Define and enforce a standard

implementation process once,and leverage it every time, byevery team

Automate tasks to reduce theamount of human error during

execution Enable a complete auditable

process



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Accessmanagement

End-to-end ITIL v3 coverage

STRATEGY DESIGN TRANSITION OPERATIONS

CONTINUAL SERVICE IMPROVEMENT

Serviceimprovement

Servicereporting

Servicemeasurement

Requestfulfillment

Eventmanagement

Problemmanagement

Incidentmanagement

Release &deploy mgmt.

Transitionplanning support

Service testing &validation

Serviceevaluation

Changemanagement

Knowledgemanagement

Capacitymanagement

Availabilitymanagement

Informationsecurity

management

Service catalogmanagement

Service levelmanagement

Suppliermanagement

Strategygeneration

Demandmanagement

Serviceportfolio mgmt.

Financialmanagement

Service asset& config

SM SRC SM Request

SM Problem

SM Incident

SM Change Release Control PPM Deployment

PPM Project, Program& Resource

SM Change

SM Knowledge AM AssetPortfolio

SM SLM

SM Service catalog

SM Service level

AM Contract

PPM Portfolio

PPM Portfolio

PPM Portfolio SM Service Catalog

AM Asset Portfolio

PPM Financial AM IT Financial

AM Asset Portfolio CMS (UCMDB)

HP ITSM Solution

Release Control

Optimize Service Design through

PPM Project, Program, Resource, Time & Demand

Exec. Scorecard SM SLM Exec. Scoreboard

SM Foundation Westbury Reporting Exec. scoreboard

Application QualityManagement

Business ServiceManagement

ArcSight

BTO solution / others

IT servicecontinuity

management

Exec. Scorecard


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ITSM helps the CIO to become the builder and broker of services

IT Service Management in the Cloud

Self-service, including service

catalog and request fulfillment,provides a customer-centricentry to the Cloud

ITSM bridges the gap between

service providers, IT and theuser community

ITSM streamlines andautomates processes and helps

avoiding Cloud sprawl andlowers risk

BUILD CONSUME

TRANSFORM MANAGE AND SECURE

The Cloud now provides the opportunity,after twenty years, to deliver the true end-to-end services that ITIL was designed toempower.

David CannonHP, founder of the IT Service Management Forum (itSMF)


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The communication hub for managing the entire service lifecycle

At the Core of ITSM: HP Service Manager

HP

ServiceManager

IT Planning and Control

Closed Loop Incident & Problem MgmtApplication Lifecycle Mgmt

FinancialsDemand

Portfolio

Quality

Projects

Requirements

ComplianceDeployment

Impact

Root cause

Health

Service levels

Change, Configuration & Release Mgmt


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Service Desk ConsolidationCustomer Quotes and Tech Facts


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FICOHP Service Manager has allowed us to implement a mature technology managementframework and methodology. Were therefore better able to meet FICOs strategic corporateobjectives, including improved ability to perform audits as well as increased efficiency andcontinuous improvement.

Matt Dixon, Director, IT Service Management, FICO

Objective & Approach IT Improvements Business Benefits

Objective: Achieve mature,proven, integrated

framework for managingtechnology infrastructure

Approach: Implementintegrated suite of tools toautomate discovery and

improve service managementconfiguration, change, andincident managementprocesses

Audits that once took 15-20 hours now take minutes

Integration eliminatesduplication of data entry,management

21% improvement inchange processcompliance

Improved auditcompliance meets business

objectives for regulatoryrequirements andcompetitiveness

Mature framework allowscreation and tracking of

KPIs Improved reporting

supports bettermanagement decisions


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Service Desk Consolidation

Chart


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

Why HP?

More than

4,000customers in service management

12,000+ITIL skilled professionals

6th largest softwarecompany in the world

#6#6

17+ years of servicemanagement experience

3,600+ active membership in PMI

Installed base of nearly100,000 customers

80+ education centersworldwide providingtraining to over 120,000IT professionals


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Thank you!

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