IT Service Management Minimize risk, impact and costs while demonstrating value to the business
©2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice 2
A few questions before we begin…
1. Are you familiar with IT Service Management (ITSM) and ITIL?
2. Are you familiar with or have implemented part of HP’s ITSM solution?
3. How many ITIL processes have you implemented at your company?
©2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice 3
Lower cost and demonstrate value to the business
The IT Service Management Challenge
How can I better meet customer expectations
? Standardization How can I make IT more productive
How to better align IT with our business goals ?
?
©2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice 4
Service Lifecycle Management
IT Maturity Curve
Level 0: Chaotic • Ad hoc planning and
lack of visibility on strategic IT projects
• Decentralized IT service and repetitive user requests & problems
• No centralized incident or service request mgmt.
• Inability to track assets, costs, and manage CI’s
Level 1: Reactive • Enforcing standards or
on time & on budget completion of programs/projects
• Knowledge of service usage and demand
• High risk changes • Software and contract
compliance problems
Level 2: Stable •Unbalanced /inefficient labor allocation
•Multiple locations and ways to order IT goods & services
•Lack of spending control or expense attribution
•Repeated solving of the same solution
Level 3: Proactive •Lack of visibility on aggregated IT demands
•Decisions not made based on ROI
•Allow customers to determine, pay for and receive adequate service levels
Level 4: Service
•Real time performance / planning metrics across all IT activities
•Accurately allocating IT service cost to business
Standardize, Centralize and Automate
Manage strategic project portfolio
Consolidate Service Support
Asset & config. mgmt
Program and project mgmt
Change mgmt
Contract & SW compliance
IT cost aggregation
Labor mgmt
Service Catalog
IT budget reconciliation
Knowledge mgmt
Portfolio financial planning
Aggregate demands
Service-level mgmt
Continual Service Measure
Service usage pricing
CIO Scorecard
Asset Optimization
©2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
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IT Performance Suite
HP Software Strategy
Application Lifecycle Management
BUILD FASTER
Operations Management
OPERATE SIMPLY
Information Lifecycle Management
STORE EFFICIENTLY
Security Intelligence and Risk Management
SECURE PROACTIVELY
Strategy, Planning and Governance
EXECUTE SYSTEMATICALLY
Collaboration, Orchestration and Analytics
IT PERFORMANCE SUITE FOUNDATION
Perform Better
HP IT Performance Suite
Extensibility, Orchestration, and Analytics
STRATEGY, PLANNING, AND GOVERNANCE
Executive Scorecard
IT Financial Management
Project and Portfolio Management
Application Portfolio Management
Workforce and Vendor Management
SERVICES AND SUPPORT Assessment
Services Managed Services
Support Consulting Education
Configuration Management System
Network Management
System Management
Development Management
Information Archiving
Enterprise Records
Management
APPLICATION LIFECYCLE MANAGEMENT
OPERATIONS MANAGEMENT
INFORMATION MANAGEMENT
Application Quality
Management
Requirements Management
Client Automation
Data Center Automation
Asset Management
IT Service Management
Application Security
Validation
Application Governance
Performance Validation
Application Availability and
Performance
Data Protection
Software Security Assurance (SSA)
Security Information and Event Management
Network Security
SECURITY INTELLIGENCE AND RISK MANAGEMENT
7 7
KPI-driven coverage of the entire IT landscape HP IT Performance Suite
CHIEF INFORMATION OFFICER $5 Trillion annual IT spend
APPLICATION DEVELOPMENT
OPERATIONS FINANCE, PLANNING & ADMINISTRATION
Security 10 KPIs
Information Management 33 KPIs
Operations 71 KPIs Application Lifecycle
Management 57 KPIs
Finance 23 KPIs
Project Management Office 21 KPIs
170 KPIs via HP research
150+ KPIs captured digitally today
50+ KPIs directly measured in Executive Scorecard
19% annual IT spend
70% annual IT spend
11% annual IT spend
8 8
HP IT Executive Scorecard
8 HP Confidential
• Cascading scorecards
• Amalgamated performance data
• Easy to read KPIs
• Best practice presets included
• Automatically populate data for near
real time insights
• Out of the box integrations
Out of the box KPIs CIO Edition Standard
FPA
PPM
AM
BSM
SM
SLM (BSM & SM)
External
LEGEND C
ust
om
ers
Improve service delivery performance
% service performance
not met MTTR MTBF
Improve customer satisfaction
% of met SLOs for IT
process activities
Incident outages
% of satisfied
customers
Improve project execution
Average service
availability
% of met SLAs
% of project tasks on
time
% of projects on
time
% of healthy projects
% projects with unresolved
urgent issues
% of deviation of
planned hours
Opera
tional
Exce
llence
Improve responsiveness
Achieve process excellence
% reopened incidents
% escalated incidents
% urgent changes
% outages due to changes
% SLA expirations
% unauthorized implemented
changes % SLAs coverage
% assets in maintenance
Avg. age of hard-ware
assets
% problems with RC
Time-to-market: new products /
services
Avg. project initiation time
% interactions in backlog
% incident aging
Avg. time to procure
% of FCR % problems
resolved within required time
Problem queue rate
Futu
re
Ori
enta
tion
Improve staff satisfaction
Improve staff effectiveness % of FTE
% employees exceeding leadership
competency model
% project effort by external resources
% employee utilization rate
Employee turnover
% satisfied employees
`
IT V
alu
e
Reduce cost Business
service cost reduction
% projects cost reduction
Stewardship of IT investment
% unhealthy projects budget
risk
% actual vs. planned
costs
Avg. cost of IT delivery per
customer
% IT POR vs. total revenue
Alignment with business strategy
% projects associated with
business objectives
CAPEX vs. OPEX
Innovation delivery
% software licenses in use
% assets cost reduction
©2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice 11
IT Service Management for Hybrid IT
Service Desk & Change Mgmt • Collaborative Service Desk • Agile Process Management
Self Service Portal • Business IT focal point • Basis for sourcing & fulfillment
Asset Management • Lifecycle Asset Management • Software Asset Mgmt • Vendor Contract Mgmt
Automation
Configuration Management System (CMS)
Discovery
Service Desk
• Incident
• Problem
• Knowledge
• SLAs
Change Mgmt
• Planning
• Approvals
• Impact/risk
• Virtual CAB
Service Portal
• Self service
• Goods
• Services
• Provisioning
Asset Mgmt
• Hardware
• Software
• Contracts
• Entitlement
IT Performance Suite
“HP is the industry’s ITSM and ITIL expert - everyone else is trying to catch up.” Dennis Drogseth Enterprise Management Associates
©2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice 12
Trends in ITSM
Software Asset Management
Service Catalog
Simple workflow
Lower cost of ownership
Collaboration
Mobility
Social Media
Multi Supplier Management
©2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice 13
Quantifiable results from HP customers around the world
ROI with HP ITSM
Monthly emergency change rate reduced by 50% Kellogg Company
87% increase in accuracy in problem identification and resolution
Siminn (Iceland)
First call resolution rate improved by 300% Vancouver Coastal Health
More than 50% reduction in service desk cost Global airline
Operational cost reduction by 20% to 40% Global transportation services company
78% of surveyed customers reduced software cost by identifying under or over licensed software
TechValidate survey
©2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice 14
Collaborative Service Desk with Agile Process Management
• Automate and standardize key IT processes to improve efficiency and effectiveness
• Customizable user dashboard and login page
• Editable and configurable process workflows, conditions and rules
• Extend service desk reach inside and outside IT with mobility and collaboration
• Publish service desk information to end user portal
Tune processes Collaborate
Publish
Run Service Desk
©2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice 15
Software and Lifecycle Asset Management
Effective Lifecycle Asset Management • Manage assets from request to retirement • Reduce cost of IT with effective use of inventory • Track all costs of IT Services including active contracts
and change related expenses • Establish/maintain internal governance policies
Enterprise Software Asset Management • Track software compliance to avoid audit failures • Reduce software expenditures with entitlement
tracking • Improve time-to-value with out of the box content for
software asset management
Request
Receive
Monitor IMAC
Dispose
©2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice 16
IT Service Management for Hybrid IT
• Refreshed web interface w/ enhanced usability
• Embedded risk, impact & calendar of changes
• Mobile client
• Ease of installation and upgrade
• Web & model based process design
• Dashboard and easy to build operational reports
• Built in collaboration
• Enhanced usability w/ web interface
• HP provided SAM content packages
• Software compliance tracking
• Service asset cost tracking
• Vendor contract performance reporting
• Dynamic asset data federation to UCMDB
• Cloud Usage and Billing
Service Manager 9.3
Asset Manager 9.3
©2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
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Why chose HP for Service Management
More than 4,000 customers in service management
12,000+ ITIL skilled professionals
6th largest software
company in the world #6
17+ years of service
management experience
10 ITIL® Gold Certified Processes; 2x other vendors
80+ education centers worldwide providing training to over 120,000 IT professionals
©2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
HP Restricted and for HP & Channel Partner internal use. Document not for distribution. Content may be presented to customers upon request. 18
SERVICE BROKER FOR HYBRID IT
Business Services
Application Services
Platform Services
Infrastructure Services
Service Catalog
Vendor Performance
& Report
Vendor Collaboration
Key requirements
IT Service Mgmt
ITSM integration
• Contract and service level mgmt
• Incident and problem mgmt
• Knowledge management
• Hybrid service catalog/portal
• Vendor performance mgmt
• Vendor collaboration
©2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice 19
Service Catalog/Portal for Hybrid IT
Contextual focal point between IT & the business • Ordering good and services • Obtaining support • Searching knowledge • Establishes standards & expectations
Basis for sourcing & fulfillment • User and group subscriptions • Component sourcing • Access to hybrid fulfillment engines
“30-50% percentage reduction in time required for service request management”
“Up to 80% reduction in the number of help desk contacts and time required by end users to make service requests”
©2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice 20
Manage Vendor Performance & IT Service Subscriptions
Track contractual obligations and service levels • Monitor key elements of contracts and
expectations • Detect and kickoff remediation on violations • Report on value delivered to the business
Monitor usage and calculate billing • Track usage on cloud services • Determine and optimize usage value
Track Service Costs
Manage Subscriptions
Charge for usage
Financial Services customer: Achieved over $1M annual savings by rationalizing current
maintenance contracts
Telecommunications customer: Validated a Google sales pitch to lower email service costs by comparing
Gmail cost to current service component costs.
©2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Traditional IT Cloud Providers
Traditional IT Cloud Providers
Support B
roke
r
Case collaboration
Case exchange
Provider knowledge
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Vendor Collaboration for Hybrid IT
Intelligent case exchange • Automatically route cases based upon sourcing • Track cases for appropriate response times
Contextual instant messaging • Connect with vendors immediately upon incident • Attach context of case to conversation
Cloud based knowledge management • Search and post to crowd sources of knowledge • Pull vendor sources of knowledge