Sm7 Cfd Final

7/27/2019 Sm7 Cfd Final

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Technology for better business outcomes

2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

Service Manager 7HP next generation consolidated service desk


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The ITSM challenge

CIO & IT

How do we capitalize on our ITSM investments and deliver

value to the business?

Service Level Mgmt

Definition, Track & ReportAsset & IT Financial

Asset Lifecycle

Availability

Monitoring & Events

Services, Request

& Service Catalog

Users & LOB

Improve service

CFOValue vs. Cost & ROI

Mergers& Acquisitions

Increasingcomplexity,value delivery,

resource &cost pressures

Reactive modevs. proactive

mode

CTO & Dev Team

New Initiatives

Problem Mgmt

Orchestration & IsolationConfiguration Mgmt

Manual, Automated

Change Mgmt

Monitoring & Events

Incident & Call Mgmt

1,000s of incidents

Demand from the business


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Service Management is here

ITIL V3 brings service management in line with changingbusiness needs and priorities, advancing technology andnew governance models.

ITIL v3 . . .

Linking strategy, applications andoperations

Clarifying the business benefits

Improving usefulness andapplicability

Making it easier to implement

Leveraging real-worldadvancements in tools,technology and relationships


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HP Software approach

IT Service Management

Increase IT staff efficiency to reduce costs through standardized and automated bestpractices

Enable integrated end to end service delivery

Understand the complete TCO of delivered services

Mitigate risk

through centralizedand enforcedprocesses

Proactively monitor service levels to guarantee expected performance

Enable intelligent tradeoffs decisions between service cost and quality

Provide actionable KPIs based on the ITIL v3 service lifecycle

Right-size coststhrough service

automation

Minimize service disruptions through automated change control

Enable regulatory compliance and certification Isolate and address potential sources of impact to the business based on financial

priority

Continuouslymeasure and

optimize IT valueto the business

Integrate with business service management to

transform IT into a strategic service provider


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Introducing

HP Service Manager

7.0


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HP Service Management Center

Foundation

Process automation Reporting Universal CMDB Third-party integrations

Service Manager

Help DeskService LevelManagement

ChangeManagement

KnowledgeManagement

RequestManagement

Dashboard

HP Service Management Center

DecisionCenter

IT Performance Analytics Business Impact Analytics Decision Optimization

CatalogManagement

AssetCenter

Asset Portfolio

Management

IT Financial

Management

Contract

Management

ProcurementSoftwareAsset

Management

Change Control Management


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HP Service Manager 7.0

Industry-leading, mature, evolvedEnd-user Self Service

Module

Component

Service

LevelManagement

ChangeManagement RequestManagement KnowledgeManagement Catalog

Self ServiceTicketing

ScheduledMaintenance

ProblemManagement

IncidentManagement

ServiceDesk

(Call Mgmt)

Help

Desk

Foundatio

n

Configuration Management

Foundation Components


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Service Manager is proven technology

Robust enterprise-class service managementsolution

Over 25 years of service management focus andexperience

Comprehensive ITIL-aligned practices

Highly rated by independent experts

Most extensive service management solutionavailable

Highly experienced support and enablementteam geared for large organizations


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Service Manager helps you define andanswer the right questions

Whats the right resource allocation for theservice desk?

How long should an incident take to resolve?

How can we improve 1st call resolution? Is our change process working as expected?

How often are we meeting service levels?

How long does it take to provision a newemployee?

What should we be working on right now?


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Service Manager 7.0key themes

Fully integrated service lifecyclemanagement

Convergence of HPs leadingConsolidated Service Desk tools

Technology and expertise to protectexisting customers investment

Application and architectureenhancements

Wide range of integrations includingUniversal CMDB Federation


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Service Lifecycle Management

Key themesManage individual or departmental subscriptions to services

Visualize the service + all constituent CIs, relationships and impacts

Embody ITIL V3s Lifecycleand Continual Service Improvement

Publish and enforce ITs offerings alongside costs and Service Levels

Track detailed service history for analysis and accurate reporting

To help fully articulate the business value of IT


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Aggregate Demand

PrioritizeInvestments

Build and Test

1. Initiate/Design

Business ServiceModeling

Discovery

Service Level Definition

2. Define/Discover

Reporting andAnalytics

Usage/Chargeback

Service Optimization

6. Analyze/Optimize

Incident Management

Change Management

Problem Management

5. Support

Health Check

Service Level Monitoring

Event Generation

4. Monitor

Service Catalog

Service Selection

Value/Cost Statements

3. Publish/Deliver

ITIL v3

ITIL v2


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Subscriptions; manage request lifecycle

Avoid get andforget

IT has visibility ofservices and who is

using them User knows what he

has and how much itcosts

Status

Link to Contact/Dept

Link to Service/CI

History

SLA Options

Custom Options

Related Changes, Incidentsetc

Individual or

department

Subscription

Listing

Cancel

Service

Request

Support

ModificationRequest

NewSubscription

Request


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Benefits

Deal automatically with theservice, not the hardware andsoftware components

Give IT control over its serviceofferings and articulate themclearly to the business

Deliver services at the

timescale, cost and qualitydemanded

Save time, money andfrustration for IT and thebusiness


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Supported by wide ranging integrations

SCAuto Connect-IT Web Services

Events Data Process

Asset Center 5 Decision Center 2

Universal CMDB 7 Network Node Manager

Business Availability Center 7 Operations for Windows 7

Configuration Management 4.2 Operations for Unix 8

Identity Management Network Node Manager

Project and Portfolio Management Quality Center

Change and Configuration Mngr 3 Performance Insight

Operations Center (planned outage) SAP SM

TeMIP Messaging: Pager Fax Email


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Application and architectureenhancements1

Valuable legacy Service Desk Functionality Consolidated inbox (TODO list)

Views

Multiple item update

Templates

Advanced Find

Security folders

Service based SLAs


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Application and architectureenhancements2

KnowledgeManagement

Adaptive learning

Web and File Crawling

Utilise externalknowledge sources

Change Management

Related changerequests

Improves the large scaleRelease Managementprocess


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Quote slideWe were able to make the people who usethe tool much more efficient, probably 40%

more As a result, weve been able to add

new stores each year without needing to

increase IT staff.

IDC whitepaper: Determining the ROI from Deploying integrated

IT Service ManagementFebruary 2006


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Summaryhow SM7 can help you

Actively manage ITbusiness value


optimize IT value tothe business

Reducedinfrastructure costsand international

reach

Industry leadingservice

managementecosystem

Service lifecycle management

Continual service improvement

Scalability and localization

HP Service Management solution


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SummaryHow SM7 can help you

Actively manage ITbusiness value


optimize IT value tothe business

Reducedinfrastructure costsand international

reach

Industry leadingService

Managementecosystem

Manage service from inception through definition to production and thenretirement

Focus on the service and service value to ensure business value and alignment

Understand Business impact of IT services

Proactively monitor service levels to guarantee expected performance

Enable intelligent tradeoffs decisions between service cost and quality Provide actionable KPIs based on the ITIL v3 service lifecycle

Largest IT Service Desk implementations in the world are based on HPtechnology

Service Manager 7 has the industrys most complete localization coverage

HP operates in over 170 countries

BTO portfolio supports ITIL v3 today

HP ITSM Leadership validated by the OGC

Greater HP Service Management Solution covering Services, Education,Software and Hardware


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Why HP? Experience, breadth,and depth

People Process

Technology Industry

69,000+ dedicated services employees in170 countries

5,000+ ITIL certified professionals

3,600+ active membership in PMI

1,000+ successfulimplementation/transformation projects

4000+ customers in service management

80+ education centers worldwide providingproject management, ITIL, and HP

software training to over 100,000 ITprofessionals

The global leader in service managementsoftware with over 4000 customers

6thlargest software company in the world.

Integrated lifecycle solutions that delivercollaboration, quality and cost effective ITservice management

5 current contributing authors of ITIL v3refresh

6 fellows and 12 members of the Instituteof Service Management, 6 ITILLuminaries

Involvement with development of ISO/IEC20000 and other international standards

Sm7 Cfd Final

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