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Service Anywhere What's New March 2014
Service Anywhere What's New March 2014
Service Anywhere What's New March 2014
Service Anywhere What's New March 2014
Service Anywhere What's New March 2014
Service Anywhere What's New March 2014
Service Anywhere What's New March 2014
Service Anywhere What's New March 2014
Service Anywhere What's New March 2014
Service Anywhere What's New March 2014
Service Anywhere What's New March 2014
Service Anywhere What's New March 2014
Service Anywhere What's New March 2014
Service Anywhere What's New March 2014
Service Anywhere What's New March 2014
Service Anywhere What's New March 2014
Service Anywhere What's New March 2014
Service Anywhere What's New March 2014
Service Anywhere What's New March 2014
Service Anywhere What's New March 2014
Service Anywhere What's New March 2014
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Service Anywhere What's New March 2014

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www.pronq.com/service-anywhere …

www.pronq.com/service-anywhere

PMs and a PMM of Service Anywhere provide a great walkthrough of new features released in Service Anywhere in March of 2014. Learn about the Change Calendar, Impact Visualization, Hot Topic Analytics and CTI/Live Support.

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  • 1. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. What’s New in Service Anywhere March 2014
  • 2. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.2 Welcome ! Steve Anderson Tonya Scherba Mary Rasmussen Sr. Product Manager Sr. Product Manager Sr. Product Marketing Manager @tonyascherba @MaryR_Colorado
  • 3. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Polling question 1 What solution are you currently using?
  • 4. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.4 HP Service Anywhere Incident Management Problem Management Change Management Service Catalog Request Management & Fulfillment Service Level Management Employee Self Service Knowledge Management Service Portfolio Management Service Asset & Configuration Management Stock Management Contract Management service management in the cloud Collaboration Intelligent Self-service Powerful Analytics UCMDB Tablet Smart Phone Integrations Codeless ConfigurationHAVEn embedded Built specifically for IT Service Management and SaaS
  • 5. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Polling question How long have you been your current solution?
  • 6. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.6 Continuous Delivery and Recurring Release Model Patch / Critical Enhancements Continuous / On Demand Delivery Trial/Dev/Prod Always on the latest release = High ROI
  • 7. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.7 March 2014 Highlights Change Calendar Impact Visualization Hot Topic Analytics CTI / Live Support Event Feed / Incident HomeAssisted Expression Configuration Stock Management Record Audit Trail Vendor and Contract Manageme
  • 8. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.8 BOLO during the Demo How Big Data is deeply embedded in Service Anywhere The modern user experience built for IT Service Management Use of Social data to grow knowledge organically
  • 9. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Demo Impact VisualizationChange Calendar Hot Topic Analytics CTI / Live Support
  • 10. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Polling question 3 during handoff from Tonya to Steve What tool do you use manage change?
  • 11. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.11 www.pronq.com Our new “easy to try , no hassle” experience Get a 30-day free trial for up to 10 users with demo data Learning center has “how to” videos, white papers, and service documentation • How to create a Service Anywhere account • Getting started with SampleData Click here to register for your free trial and visit the HP ITSM Blog at www.hp.com/go/itsmblog
  • 12. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Q&A
  • 13. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. More Demo Time Assisted Expression Configuration Event Feed / Incident Home Vendor and Contract Management
  • 14. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Thank You
  • 15. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Reference Slides
  • 16. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.16 bringing big data and analytics to the service desk HAVEn at a glance
  • 17. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.17 HP Trusted SaaS Operations • High availability with a guaranteed 99.9% availability with industry leading credits for unmet SLA • Fast time to value with seamless application updates so enhancements are at your finger tips without any painful upgrade process • Regional data centers staffed by HP that ensures your data is secure, and access controlled • A world wide community of ITIL/ITSM experts to draw on for training and services • Proven SaaS provider with a 90%+ renewal rate
  • 18. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.18 Hot Topics Analytics • Hot topic maps provide an analysis of important interest areas • Powered by HAVEn/IDOL analytics of unstructured data • March target focuses on two use cases: • Find hot Social Q&A and SRM Topics– and use to create KM Article content • Find hot Incident Topics– and use to create Problem records
  • 19. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.19 Change Calendar • Visualize change plans in the new Forward Schedule of Changes • Identify scheduled maintenance windows • Flag changes that fall outside planned maintenance • Track planned and ongoing change status • Identify collisions with Black Out Periods
  • 20. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.20 SRM: Real Time Support and CTI Agent Real Time Support • Optimized experience for live phone based support • Caller details – including their recently opened requests • Conversation thread recording • Context driven proactive suggestions of Solutions and Support Offerings Computer Telephony Integration (CTI) • Integrate to telephony systems • Take calls and quick start tickets with pre-populated caller
  • 21. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.21 Change Map for impact visualization • View map of Affected Services based on the Involved Devices of a change • Access quick view of relevant “Affecting CIs” associated with a Service • “Show Impact” button provides visualization of a CI from any Involved CI list (Incident, Problem, Change)

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