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HP Business Service
Management 9.1
 Latin America briefing




Aruna Ravichandran
Director, Product Marketing, BSM and CMS

©2011 Hewlett-Packard Development Company, L.P.
©2011Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
Top trends for 2012
                      REDUCE COSTS

                  CLOUD ADOPTION

                 MOBILE COMPUTING

                 STANDARDIZATION

                       ANALYTICS
IT Apps/Services are evolving
     Virtualization, Cloud and Mobility are increasing IT Service complexity
                                                                        Hybrid/Cloud/Mobile Service

                                            Virtualized IT Service
                                                                                   Custom
                                                                                   Apps
IT & Business Value




                                                         Custom                       Cloud, SaaS,
                                                         Apps                          Outsourced

                      Physical IT Service                                        Virtual

                                                      Virtual
                                  Custom
                                  Apps                                     Complexity

                                              Complexity                    Change volume, velocity, variety

                                              Change volume, velocity       Managed but not owned


                          2006                     2010                           2012       Time
HP Business Service Management
Achieve operational excellence….in a dynamic world


                                                                       Universal event
                                                                         correlation
                                                                              &
      Run-time Service Model                                               Service
         Comprehensive, automated and up-to-date
               model for dynamic services                               Intelligence

                                                   •   Server
                                                   •   Network
                                                   •   Virtualization
                                                   •   3rd party monitoring tools
HP Application Performance Management
  360°view of application health
                                                 Proactive – Identify issues using global
                   Private &
                                               synthetic transactions before your customers
 End users                      Mobile
                   public cloud                                  find them

                                                  Real Time – Capture each real user
                                               experience, transactions and behavior from
                   Proactive
                                                              every location

                                                Depth – Drill down deep into transactions
           Depth               Real time       across the entire system, from end-user to the
                                                                 mainframe
                                                Track– Know where every transaction is at
                                                        every second of every day
Broad coverage of applications: SAP, Citrix,
SharePoint, Java, .NET, Mobile applications,
         web 2.0, other protocols                         Available on-premise or SaaS
HP Systems Management
Linking physical, virtual and hybrid cloud environments

                                        Consolidated Monitoring
                                        •   Flexibility via both HP agents and HP SiteScope (agentless)
                                        •   Microsoft SCOM and Nagios events and topology via
                                            integration adaptors
              Consolidate               •   Other 3rd party events


                                        Heterogeneous Monitoring
                                        •   Any physical platform (Linux, Windows, Unix)
   Heterogeneous            Automatic   •   Market-leading virtualization platforms (VMware ESX,
                              RCA           Microsoft Hyper-V, Citrix Xen, Solaris Zones)
                                        •   Packaged applications using Smart Plug-Ins


                                        Automatic root cause analysis
                                            •   Topology-based Event Correlation (TBEC)
                                            •   Auto-baselining
                                            •   Dynamic thresholding
HP Network Management
 Redefining your Network Management Practice
                                                            Securely manage more customers, departments
                                                                        or sites at lower cost.
 NETWORK MANAGEMENT CENTER
                                                             Quickly and easily train, deploy, integrate &
            Network Operation Center                                          operate.
                       Automated
                                                              Efficiently monitor from a common console
                                                                       using unified network data.
           Efficient               Secure
                                                            Automate Root Cause Analysis, compliance,
    Fault Availability Performance Change                          diagnostics & remediation.
    Configuration Compliance Diagnostics
 Advanced Network Services Trending Reporting
                                                              Manage cloud, virtualization & advanced
                                                                        network services.

Private Clouds Enterprise Network           Public Clouds
Run-time Service Model
Comprehensive, automated, and up-to-date model for dynamic services




   Run-time
 Service Model




      Integrated/Federated

        HP       3rd
       CMS      party
                CMDB
Run-time Service Model and the CMDB
                BSM                                                    CMDB


    Focus on operations                                  Focus on configuration
                                                             management
 Business service info & status                          Master of discovery & configuration
                                       Synchronization
 End user/real user info & status                        Business service design & modeling

 Application/software info & status                      Federation to HP products
                                         Federation
 Infrastructure info & status                            3rd party integration


               Actual                                                Authorized
               State                                                   State
9
Run-time Service Model
 Identify, Prioritize, Analyze, Resolve events and incidents faster
            USER EXPERIENCE
                                                                           Impacted users


                                                  Exchange app
                                Web
               APPLICATIONS     server                   Active
                                                       directory




                    VIRTUAL            VM    VM                       VM
            INFRASTRUCTURE
                                Hypervisor
                  PHYSICAL
                HOST (server)   Host

 RESOURCES( network, storage)   Disk              Prioritized Issue
Automate with universal event correlation
                                                                                      Automatically related to a complete
                                                                                      model of the IT infrastructure


          HP
   Service Manager
                                                   OMi
                                                                                                      ArcSight Logger
    BMC Remedy                                  BSM Platform
                                          Run-time Service Model                                                        Linking
                                   SCOM &             Open                                                              the NOC
                                                                           HP
                                    Nagios         Integration         Integration                   NNMi               and the
                                  Integration        Adapter            Adapters
    Microsoft                       Adapter         Interfaces                                                          SOC
     SCOM


                                                                                         SiteScope          OM/PM
                              3rd Party                          SIM            APM
           NAGIOS           Domain Mgrs



                     Complete cross-domain visibility of IT infrastructure issues
HP Service Intelligence
     Analytics that converts data into actionable knowledge

1 Service Health     2   Service Health      3 Service Health       4  Service Level
  Analyzer (SHA)         Optimizer (SHO)        Reporter (SHR)       Management (SLM)
 Anticipate issues       Optimize your         Understand issues     Align IT to business
 before they occur         IT engine         from a services view   and gauge total health




   Analyze the past. Optimize the present. Anticipate the future.
                         Build upon the Run-time Service Model
Service Health Analyzer
  “Run-time” Predictive Analytics
   1   ANTICIPATE real IT issues                           Powered by the
                                                              Run-time
   2   PREVENT business impact                             Service Model
   3   REMEDIATE events quickly
  The Value You Get from SHA…
  • Correlate real-time metric abnormalities with topology
       • Built upon the Run-time Service Model
  • Automatically capture real thresholds
       • Uses historical performance data to build dynamic thresholds
  • Take action before service impaired
       • Identifies abnormal behavior and sends out an alert
  • Zero Configuration. Zero maintenance.
       • “Up and running in 1 hour”
SHA Proof Point: Predictive Analytics
   SHA predicts issue 60 minutes before it happened
             Early morning:                      3   11:00am: Metric
        1    Metric                                  violates threshold
             performing
             within baseline

                                                 4
                                                   11:30am: Service                       SHA detected problem
                                                  now unavailable…                        and sent alert one
                                                  standard monitoring
                                                  generates alert                         full hour before
                                                                                          the service failed!

Gray Area:
Dynamic threshold
(baseline) goes here
       Footer
              created
by SHP

                               2   10:30 am - SHA detects an anomaly and sends out an alert.
HP Service Health Reporter
Cross Domain Reporting Tool to Improve Business Service Performance

1. Single screen tool - No more silos                   Application
2. Correlate the relationships between the               Metrics
   Business Services and the infrastructure
3. Identify the changes in your dynamic,
   virtual environment
4. Forecasting of a specific metric or trend
5. Customizable reports to see what you                               Infrastructure
   want to see                                                           Metrics




                                               RTSM as the foundation for
                                                   integrating data
15
HP Service Health Optimizer
“Business Service Driven” Capacity Management for x86 Virtualized Environments
   RTSM ties the physical/virtual hosts to apps… SHO then gives you workload
    placement recommendations from an overall Business Service perspective

             Visualize
   what you have, what you use, and
        what can be improved

            Optimize
         multi-dimensional,
        time-varying analysis

       Forecast and Plan
      What-if scenarios, trend
              analysis                ROI Shown in Optimization Scenario: Server count
                                                    reduced by 57.8%
                                           Avg CPU utilization improved by 90.8%
                                          Avg Mem utilization improved by 1 1.9%
                                                                            1
HP Service Level Management
Track and report application health and SLA’s in terms the business understands




    Service Level
      Tracking                                                Business Impact of
                        Availability &
                         Performance                           affected service
                          Over Time                                                        Prioritize based
                                                                                             on $ impact



     Use HP SLM to…
      Show the health of the application
      Track and report on business objectives and SLAs
      See the monetary impact of issues
      Single console to see the health of the service…on-site, off-site or in the cloud
Control the health of mobile applications

                                                           Backend application and
                                                           infrastructure




 Emulate end-user mobile
  experience on various      Get visibility into health    Tie to the application
devices & global locations   of both web and native        delivery chain
                               mobile applications

          Bridge development and operations – script reuse/creation
Assure the performance and availability of
cloud-based services
Private Cloud Environment                                                                  Public Cloud




                         firewall friendly
                         communication
                                                    End-user experience,
                                                                                      • SaaS Applications




                             Secure,
       HP BSM                                transactions, applications, and          • Web Server, App/DB
                                                infrastructure management             • Compute, Storage
  Application, System,                                                                  infrastructure
       Network                                                                  Integration with service providers
     management                                                                     e.g., Amazon CloudWatch




         Cloud Service Map                                                     Server Hosted in Cloud

         Seamless hybrid cloud (on-premise, off-premise) management
ArcSight – BSM Integration
Integrate across business, operations, security & testing to increase IT
efficiencies
                                           Linking NOC and SOC
                                              3
       Operations Bridge                                Enterprise Security

                                  Networ
     Apps      Server   Storage
                                    k
                                                   2 IT Search for Ops

            Logs for Ops 1

                                                           Applications         Web Traffic          Directory
                                                                                                     Services
                                                     Network                                                     System Health
                                                    Equipment               Physical Infra       Virtual Infra        Info
                                                                                                            Identity Mgmt
                                                         Firewalls/       Intrusion
                                                            VPN           Detection
                                                                                              Anti-Virus
                                                                             DBs
Collaboration among IT silos
                               HP Enterprise
   Live Network                Collaboration    HP Anywhere




Open community to         • Collaboration to      Mobile

share product, field,       support DevOps
                                                  BTO
                                                  Apps
                                                  Catalog

partner and customer      • Ties together          ITAnywhere Server
created content through     dev/req mgmt with
HP Live Network             service mgmt             ITAnywhere
                                                      App Store
Collaboration between IT and Development
Optimize application performance and costs by building monitoring into
application development



                                   BI-DIRECTIONAL
                                 VISIBILITY and REUSE

   DEVELOPMENT                                                         OPERATIONS

  COLLABORATIVE BEST PRACTICE                        BUSINESS VALUE
  Reuse test scripts, system monitors, SLA, KPI      Increase IT efficiency/agility
  Create test scripts and use cases from real user   Improve application quality
  behavior
  Common tools used for fixing application issues    Accelerate time to resolution
The BSM on SaaS Portfolio
Overview

           OPERATE                Flexibility
                                    • Monitors, manages and automates the broadest range of
           SIMPLY.                    applications, infrastructure and devices
                                    • 500 off-the-shelf connectors and agents, 3000 network devices
                                  Agility and lower cost
                                    • Servers and applications deployed in minutes,
                                      not months
                                    • Server efficiency 400%
       BUSINESS SERVICE
                                    • 90% reduction in MTTR
        MANAGEMENT
   •    Application Performance Management      •   BAC Anywhere
   •    Business Service Management             •   SiteSeer
WHY BAC anywhere
Extending the value of your APM investment




    HP BAC ANYWHERE                          HP BAC

    Real-time visibility into global end-users experience

    Holistic view from on-premise 360-degree dashboard

    24/7 Self-service experience

    Cutting-edge technology (Business Process Monitor 9.0)
VP of Ops Edition – BSM KPI/Metrics




25
HP Business Service Management


                                      Operations Bridge




                                                                                 Service Level Management
                                                                                  | Service Optimization |

                                                                                                             Service Intelligence
  Run-time Service




                                                                                    Reporting | Analytics
                     Event Correlation | Dashboards | Service Health | Runbook
                                             Automation
       Model




                            Monitoring (physical/virtual/cloud)
                       User Experience | Applications | Systems | Network |
                                        Storage | 3rd Party
Vodafone Ireland
Journey to Operational Excellence

                              IT Improvements
                               66% reduction in customer impact
 Initial Challenge:            28% reduction in number of major incidents
                               77% reduction in cumulative monthly downtime
   Reactive, introspective,
   fragmented IT
   operations process         Business Benefits
 Solution:                     IT resources are more closely aligned with business
                              needs
   HP Business Service         IT better supports the business’ ability to improve
   Management 9.1             customer retention, drive market growth and manage
   (APM, OMi, DDMA,           overhead costs
   ArcSight Logger)            Cost savings €612,000 in one year, 300% ROI
BSM: Industry recognized solutions
                                                Gartner Dec                                                                                                      Gartner Sept 2011
                                                2010                                                                                                             Application
                                                Event                                                                                                            Performance
                                                Correlation &                                                                                                    Monitoring
                                                Analysis

                                                                                                                                                                                             EMA 2012
                                                                                                                                                                                             Application
                                                                                  Gartner                                                                                                    Performance
                                                                                  Oct 2011                                                                                                   Management
                                                                                  Marketscope                                                                                                for Cloud
                                                                                  NCCM                                                                                                       Services

Gartner “Event Correlation & Analysis” by David Williams and Debra Curtis, December 13, 2010.
Gartner “Application Performance Monitoring” by Will Cappelli and Jonah Kowall ,September 19, 2011.
Gartner “Marketscope for Network Configuration and Change Management,” October 31, 2011.
Disclaimer: Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest
ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or
implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. The MarketScope and Magic Quadrant graphics were published by
Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report. The Gartner report is available upon request from HP.
HP BSM differentiation
Only vendor to do ALL 5


Real time visibility into rapid change
Service Intelligence built on RTSM
Manage across build, run & secure
Automate with universal event correlation
Broad heterogeneous coverage
THANK YOU

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Day 2 p2 - business services management

  • 1. HP Business Service Management 9.1 Latin America briefing Aruna Ravichandran Director, Product Marketing, BSM and CMS ©2011 Hewlett-Packard Development Company, L.P. ©2011Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
  • 2. Top trends for 2012 REDUCE COSTS CLOUD ADOPTION MOBILE COMPUTING STANDARDIZATION ANALYTICS
  • 3. IT Apps/Services are evolving Virtualization, Cloud and Mobility are increasing IT Service complexity Hybrid/Cloud/Mobile Service Virtualized IT Service Custom Apps IT & Business Value Custom Cloud, SaaS, Apps Outsourced Physical IT Service Virtual Virtual Custom Apps Complexity Complexity Change volume, velocity, variety Change volume, velocity Managed but not owned 2006 2010 2012 Time
  • 4. HP Business Service Management Achieve operational excellence….in a dynamic world Universal event correlation & Run-time Service Model Service Comprehensive, automated and up-to-date model for dynamic services Intelligence • Server • Network • Virtualization • 3rd party monitoring tools
  • 5. HP Application Performance Management 360°view of application health Proactive – Identify issues using global Private & synthetic transactions before your customers End users Mobile public cloud find them Real Time – Capture each real user experience, transactions and behavior from Proactive every location Depth – Drill down deep into transactions Depth Real time across the entire system, from end-user to the mainframe Track– Know where every transaction is at every second of every day Broad coverage of applications: SAP, Citrix, SharePoint, Java, .NET, Mobile applications, web 2.0, other protocols Available on-premise or SaaS
  • 6. HP Systems Management Linking physical, virtual and hybrid cloud environments Consolidated Monitoring • Flexibility via both HP agents and HP SiteScope (agentless) • Microsoft SCOM and Nagios events and topology via integration adaptors Consolidate • Other 3rd party events Heterogeneous Monitoring • Any physical platform (Linux, Windows, Unix) Heterogeneous Automatic • Market-leading virtualization platforms (VMware ESX, RCA Microsoft Hyper-V, Citrix Xen, Solaris Zones) • Packaged applications using Smart Plug-Ins Automatic root cause analysis • Topology-based Event Correlation (TBEC) • Auto-baselining • Dynamic thresholding
  • 7. HP Network Management Redefining your Network Management Practice Securely manage more customers, departments or sites at lower cost. NETWORK MANAGEMENT CENTER Quickly and easily train, deploy, integrate & Network Operation Center operate. Automated Efficiently monitor from a common console using unified network data. Efficient Secure Automate Root Cause Analysis, compliance, Fault Availability Performance Change diagnostics & remediation. Configuration Compliance Diagnostics Advanced Network Services Trending Reporting Manage cloud, virtualization & advanced network services. Private Clouds Enterprise Network Public Clouds
  • 8. Run-time Service Model Comprehensive, automated, and up-to-date model for dynamic services Run-time Service Model Integrated/Federated HP 3rd CMS party CMDB
  • 9. Run-time Service Model and the CMDB BSM CMDB Focus on operations Focus on configuration management  Business service info & status  Master of discovery & configuration Synchronization  End user/real user info & status  Business service design & modeling  Application/software info & status  Federation to HP products Federation  Infrastructure info & status  3rd party integration Actual Authorized State State 9
  • 10. Run-time Service Model Identify, Prioritize, Analyze, Resolve events and incidents faster USER EXPERIENCE Impacted users Exchange app Web APPLICATIONS server Active directory VIRTUAL VM VM VM INFRASTRUCTURE Hypervisor PHYSICAL HOST (server) Host RESOURCES( network, storage) Disk Prioritized Issue
  • 11. Automate with universal event correlation Automatically related to a complete model of the IT infrastructure HP Service Manager OMi ArcSight Logger BMC Remedy BSM Platform Run-time Service Model Linking SCOM & Open the NOC HP Nagios Integration Integration NNMi and the Integration Adapter Adapters Microsoft Adapter Interfaces SOC SCOM SiteScope OM/PM 3rd Party SIM APM NAGIOS Domain Mgrs Complete cross-domain visibility of IT infrastructure issues
  • 12. HP Service Intelligence Analytics that converts data into actionable knowledge 1 Service Health 2 Service Health 3 Service Health 4 Service Level Analyzer (SHA) Optimizer (SHO) Reporter (SHR) Management (SLM) Anticipate issues Optimize your Understand issues Align IT to business before they occur IT engine from a services view and gauge total health Analyze the past. Optimize the present. Anticipate the future. Build upon the Run-time Service Model
  • 13. Service Health Analyzer “Run-time” Predictive Analytics 1 ANTICIPATE real IT issues Powered by the Run-time 2 PREVENT business impact Service Model 3 REMEDIATE events quickly The Value You Get from SHA… • Correlate real-time metric abnormalities with topology • Built upon the Run-time Service Model • Automatically capture real thresholds • Uses historical performance data to build dynamic thresholds • Take action before service impaired • Identifies abnormal behavior and sends out an alert • Zero Configuration. Zero maintenance. • “Up and running in 1 hour”
  • 14. SHA Proof Point: Predictive Analytics SHA predicts issue 60 minutes before it happened Early morning: 3 11:00am: Metric 1 Metric violates threshold performing within baseline 4 11:30am: Service SHA detected problem now unavailable… and sent alert one standard monitoring generates alert full hour before the service failed! Gray Area: Dynamic threshold (baseline) goes here Footer created by SHP 2 10:30 am - SHA detects an anomaly and sends out an alert.
  • 15. HP Service Health Reporter Cross Domain Reporting Tool to Improve Business Service Performance 1. Single screen tool - No more silos Application 2. Correlate the relationships between the Metrics Business Services and the infrastructure 3. Identify the changes in your dynamic, virtual environment 4. Forecasting of a specific metric or trend 5. Customizable reports to see what you Infrastructure want to see Metrics RTSM as the foundation for integrating data 15
  • 16. HP Service Health Optimizer “Business Service Driven” Capacity Management for x86 Virtualized Environments RTSM ties the physical/virtual hosts to apps… SHO then gives you workload placement recommendations from an overall Business Service perspective Visualize what you have, what you use, and what can be improved Optimize multi-dimensional, time-varying analysis Forecast and Plan What-if scenarios, trend analysis ROI Shown in Optimization Scenario: Server count reduced by 57.8% Avg CPU utilization improved by 90.8% Avg Mem utilization improved by 1 1.9% 1
  • 17. HP Service Level Management Track and report application health and SLA’s in terms the business understands Service Level Tracking Business Impact of Availability & Performance affected service Over Time Prioritize based on $ impact Use HP SLM to…  Show the health of the application  Track and report on business objectives and SLAs  See the monetary impact of issues  Single console to see the health of the service…on-site, off-site or in the cloud
  • 18. Control the health of mobile applications Backend application and infrastructure Emulate end-user mobile experience on various Get visibility into health Tie to the application devices & global locations of both web and native delivery chain mobile applications Bridge development and operations – script reuse/creation
  • 19. Assure the performance and availability of cloud-based services Private Cloud Environment Public Cloud firewall friendly communication End-user experience, • SaaS Applications Secure, HP BSM transactions, applications, and • Web Server, App/DB infrastructure management • Compute, Storage Application, System, infrastructure Network Integration with service providers management e.g., Amazon CloudWatch Cloud Service Map Server Hosted in Cloud Seamless hybrid cloud (on-premise, off-premise) management
  • 20. ArcSight – BSM Integration Integrate across business, operations, security & testing to increase IT efficiencies Linking NOC and SOC 3 Operations Bridge Enterprise Security Networ Apps Server Storage k 2 IT Search for Ops Logs for Ops 1 Applications Web Traffic Directory Services Network System Health Equipment Physical Infra Virtual Infra Info Identity Mgmt Firewalls/ Intrusion VPN Detection Anti-Virus DBs
  • 21. Collaboration among IT silos HP Enterprise Live Network Collaboration HP Anywhere Open community to • Collaboration to Mobile share product, field, support DevOps BTO Apps Catalog partner and customer • Ties together ITAnywhere Server created content through dev/req mgmt with HP Live Network service mgmt ITAnywhere App Store
  • 22. Collaboration between IT and Development Optimize application performance and costs by building monitoring into application development BI-DIRECTIONAL VISIBILITY and REUSE DEVELOPMENT OPERATIONS COLLABORATIVE BEST PRACTICE BUSINESS VALUE Reuse test scripts, system monitors, SLA, KPI Increase IT efficiency/agility Create test scripts and use cases from real user Improve application quality behavior Common tools used for fixing application issues Accelerate time to resolution
  • 23. The BSM on SaaS Portfolio Overview OPERATE Flexibility • Monitors, manages and automates the broadest range of SIMPLY. applications, infrastructure and devices • 500 off-the-shelf connectors and agents, 3000 network devices Agility and lower cost • Servers and applications deployed in minutes, not months • Server efficiency 400% BUSINESS SERVICE • 90% reduction in MTTR MANAGEMENT • Application Performance Management • BAC Anywhere • Business Service Management • SiteSeer
  • 24. WHY BAC anywhere Extending the value of your APM investment HP BAC ANYWHERE HP BAC Real-time visibility into global end-users experience Holistic view from on-premise 360-degree dashboard 24/7 Self-service experience Cutting-edge technology (Business Process Monitor 9.0)
  • 25. VP of Ops Edition – BSM KPI/Metrics 25
  • 26. HP Business Service Management Operations Bridge Service Level Management | Service Optimization | Service Intelligence Run-time Service Reporting | Analytics Event Correlation | Dashboards | Service Health | Runbook Automation Model Monitoring (physical/virtual/cloud) User Experience | Applications | Systems | Network | Storage | 3rd Party
  • 27. Vodafone Ireland Journey to Operational Excellence IT Improvements  66% reduction in customer impact Initial Challenge:  28% reduction in number of major incidents  77% reduction in cumulative monthly downtime Reactive, introspective, fragmented IT operations process Business Benefits Solution:  IT resources are more closely aligned with business needs HP Business Service  IT better supports the business’ ability to improve Management 9.1 customer retention, drive market growth and manage (APM, OMi, DDMA, overhead costs ArcSight Logger)  Cost savings €612,000 in one year, 300% ROI
  • 28. BSM: Industry recognized solutions Gartner Dec Gartner Sept 2011 2010 Application Event Performance Correlation & Monitoring Analysis EMA 2012 Application Gartner Performance Oct 2011 Management Marketscope for Cloud NCCM Services Gartner “Event Correlation & Analysis” by David Williams and Debra Curtis, December 13, 2010. Gartner “Application Performance Monitoring” by Will Cappelli and Jonah Kowall ,September 19, 2011. Gartner “Marketscope for Network Configuration and Change Management,” October 31, 2011. Disclaimer: Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. The MarketScope and Magic Quadrant graphics were published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report. The Gartner report is available upon request from HP.
  • 29. HP BSM differentiation Only vendor to do ALL 5 Real time visibility into rapid change Service Intelligence built on RTSM Manage across build, run & secure Automate with universal event correlation Broad heterogeneous coverage