HP Programvare SPOR 3

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HP Programvare SPOR 3

  1. 1. SPOR 3: PROGRAMVARE Fornebu Park Hotel 21.Juni 2010 1 2009 HP Confidential © ©2009 HP Confidential
  2. 2. AGENDA 14.45 HP Software & Solutions 2010-2012 Strategi, fokus, samarbeid – Anita Krohn Traaseth Kundetilfredshet – Kirsten Oeding 15.15 – 16.45 Teknologi Innledning – Aleksander Gjerde Hvor ble det av merkevaren HP Openview? Hva inneholder egentlig BTO porteføljen? Hva har skjedd med HP sin programvaresatsning etter alle oppkjøpene? Diverse oppdateringer • Fra Openview til HP BSM 9.0 – Are Sjøflot • Nytt i SM 9.2 – Stine Sandvik • Ytelsestesting i skyen – Kjell Lillemoen • Ny satsning fra Information Management teamet – TRIM – Tom Nordby 2 ©2009 HP Confidential
  3. 3. HVORDAN DEKKER VI DET NORSKE MARKEDET? HVORDAN OG HVOR SKAL VI SATSE OG FOKUSERE I FREMTIDEN? HVORDAN SKAL VI LEVERE LØSNINGER BEDRE SAMMEN MED PARTNERE? TAR VI GODT VARE PÅ KUNDENE VÅRE? HVORDAN VIRKER PARTNERSTRATEGIEN VÅR? HVORDAN KOMMUNISERER VI TIL MARKEDET? HVORDAN ER HELE VÅRT ”ØKOSYSTEM” ORGANISERT FOR Å LEVERE PÅ UTFORDRINGENE OG MULIGHETENE FREMOVER? HVOR SKAL VI VÆRE SOM SW HUS I 2012 OG HVORDAN SKAL VI DIFFERENSIERE OSS SETT FRA KUNDENS PERSPEKTIV? 3 ©2009 HP Confidential
  4. 4. VI HAR EN JOBB Å GJØRE Fra Burson – Marsteller Norway: Det er et inntrykk i markedet at HP Software og Solutions har solgt mer enn de kan levere og at flere kunder ikke opplever produktenes potensial – og at SW ligger på ”hylla”... Kunnskap om og synligheten til HP Software & Solutions er lav og blir assosiert med å være kompleks og dyr... Nøkkelutfordringene er å følge opp kundene etter et lisenssalg og sørge for en bedre supporthåndtering... ”HP Software og Solutions er markedsledere i Norge, med svært gode produkter, men det er fortsatt en godt bevart hemmelighet i det norske markedet... 4 ©2009 HP Confidential
  5. 5. STORT VEKSTPOTENSIAL - STRATEGI – 2002-2010 – Markedsledere – Mange fornøyde, lojale kunder – BTO porteføljen – PARTNERstrategi – NY ”go2market” modell 5 ©2009 HP Confidential
  6. 6. FOKUS – KUNDETILFREDSHET – SUPPORT – KOMMUNIKASJON – SYNLIGHET & TILSTEDEVÆRELSE 6 ©2009 HP Confidential
  7. 7. SAMARBEID – NY ORGANISERING – ”DEN EKSTRA MILEN” – MER TYDELIG – LYTTE til DERE – KUNDETILFREDSHET=DNA 7 ©2009 HP Confidential
  8. 8. KIRSTEN OEDING KVALITETSSJEF I HP 8 ©2009 HP Confidential ©2009 HP Confidential
  9. 9. THE CUSTOMER DEFINES A JOB WELL DONE HP RulesConfidential Garage 9 ©2009 HP of the
  10. 10. "I WANT HP TO BE KNOWN AS THE COMPANY CUSTOMERS CAN TRUST TO DELIVER — THAT ONCE WE MAKE A COMMITMENT, THEY CAN BANK ON US TO LIVE UP TO IT. IF WE DO THAT, HP WILL BE SUCCESSFUL, BUT MOST IMPORTANT, OUR CUSTOMERS WILL BE SUCCESSFUL" chief executive officer and president Mark Hurd Chief executive officer and president Hewlett-Packard Company 10 ©2009 HP Confidential
  11. 11. LEADERSHIP MEANS FLAWLESS EXECUTION Best financial Best customer & operational Best talent experience results 11 ©2009 HP Confidential
  12. 12. LEADERSHIP MEANS FLAWLESS EXECUTION Best financial Best & operational customer Best talent results experience 12 ©2009 HP Confidential
  13. 13. HEALTHY ACCOUNTS = SHARE OF WALLET  51% of our “Loyal” customers plan to increase the HP share of their overall spend  31% of our “At risk” customers plan to decrease HP’s share of their IT spend.  “Image and Relationship” is a leading loyalty driver. Top 4 components of “Image and Relationship”:  Integrity  Understanding business needs  Superior customer experiences  Development of strong relationships 13 ©2009 HP Confidential
  14. 14. TOTAL CUSTOMER EXPERIENCE (TCE) DEFINED Overall customer impression of HP based on perceptions and experiences with Aware Dispose • HP people and/or Choose upgrade • Partners Order • Products Support and/or purchase • Services Use Install • Solutions Learn … at every touch point Relationship 14 ©2009 HP Confidential
  15. 15. TCE & QUALITY 2010 STRATEGY Be the industry benchmark for customer satisfaction & loyalty TCE Leadership Transform customer relationships – be proactive Make it easy Execute fundamentals Deliver great customer experiences 15 ©2009 HP Confidential
  16. 16. HP CUSTOMER MEASUREMENT SYSTEM LEVEL 1 - End-to-end Customer Experience Measuring the Total Customer Experience by customer segment “How do we compare to the competition?” LEVEL 2 - Category/Lifecycle Phase Experiences Measuring lifecycle phase or product/service category experiences “Are we doing the right things?” LEVEL 3 - Event/Transaction Experiences Measuring customer satisfaction at a touchpoint “Are we doing things right ?” LEVEL 4 – Internal Process Metrics Measuring key value delivery system processes (leading indicators of TCE) “What do our internal metrics show us?” 16 ©2009 HP Confidential
  17. 17. HP S&S NORWAY CUSTOMER SATISFACTION PROCESS Objectives – To ensure that existing customers perceive value from the SW they have already purchased – To introduce a customer satisfaction culture – Make basis/fundament for a Deployment Plan for key customers Method: Face-to-face interview with prime client contacts for HP S&S 17 ©2009 HP Confidential 17 6/23/2010 HP Confidential
  18. 18. The Closed Loop Process A process to improve long term customer satisfaction and loyalty by acknowledging customer feedback, and proactively engaging customers in the action planning and follow-up resulting from their feedback. Objectives: • Increase customer loyalty by demonstrating that inputs are taken into account • Documented account level action plan, reviewed and agreed • Full visibility of action plans and their status • Escalation/Elevation of systematic issues 18 ©2009 HP Confidential
  19. 19. THE CUSTOMER DEFINES A JOB WELL DONE HP RulesConfidential Garage 19 ©2009 HP of the
  20. 20. HP Software & Solutions Hva skjedde med OpenView? Hva inneholder BTO? 21. JUNI 2010 Aleksander Gjerde Aleksander.gjerde@hp.com HP Software & Solutions 20 ©2009 HP Confidential
  21. 21. AGENDA • Historikk. Hvor ble det av OpenView? • BTO overblikk • Q&A 21 ©2009 HP Confidential
  22. 22. Historikk Kjøpt i alt 12 selskaper 2005-2008; – ledd i en rettet, publisert strategi for å øke bredden i vår portefølje 22 ©2009 HP Confidential
  23. 23. HP Software & Solutions $3.5B Systinet Kintana Appilog Freshwater Novadigm NNM OVO OVSD 23 2004 ©2009 HP Confidential 2005 2006 2007 2008 2009
  24. 24. 24 ©2009 HP Confidential
  25. 25. 25 ©2009 HP Confidential
  26. 26. 26 ©2009 HP Confidential
  27. 27. 27 ©2009 HP Confidential
  28. 28. STRATEGY: manage demand and direct effort Business Portfolio Financial Architecture Application Service SLAs requirements choice plan governance projects catalog STRATEGY APPLICATIONS OPERATIONS Demand, policies Maximize focus/budget on only the most strategic programs Manage projects, programs and business requirements Optimize financial and resource plan CIO office Establish governance: architecture, policies and re-use Best-in-class* strategy #1 Project, Portfolio Management automation #1 SOA Governance products 28 * Based on industry analyst publications - market share and/or capabilities assessment
  29. 29. APPLICATIONS: enable application modernization Functional Complete system End user management Business impact Policies Demand Portfolio requirements validation application mapping change management STRATEGY APPLICATIONS OPERATIONS Plan Define/ Develop/ Launch • From demand, approval to change design test • Enforce quality processes Full • Identify security vulnerabilities Application • Scale from single projects to global deployments Lifecycle Management New deployment Fix/ patch Fix/ patch Fix/ patch Minor release Minor release Best-in-class* #1 Quality Management applications #1 Performance Management products #2 Application Security 29 * Based on industry analyst publications - market share and/or capabilities assessment
  30. 30. OPERATIONS: improve delivery and agility Decision Controlled release End-to-end business Consolidated Change control Release mgmt. & Compliance/ support to production service health service desk & impact mgmt. change execution security audit STRATEGY APPLICATIONS OPERATIONS Unified Operations Orchestration – automate across operations • Drive application efficiency, Service Health Service Automation Service Management availability and performance Manage services from Automate datacenters Manage ITIL – based • Manage virtualized servers, business process and clients service lifecycle down to infrastructure processes storage, networks, and virtualized services BSM BSA ITSM • Automate configuration Release control – change decision support management and deployment CMS (CMDB) – provide a single discovered version of the truth Best-in-class* #1 Application Management #1 Client Automation #1 Service/helpdesk #1 Event Management #1 Data Center Automation #1 Asset Management operations #2 Network Management products 30 * Based on industry analyst publications - market share and/or capabilities assessment
  31. 31. Q&A aleksander.gjerde@hp.com 31 ©2009 HP Confidential
  32. 32. Fra OpenView til BSM 9.0 Are Sjøflot HPSS June 21st 2010 ©2009 HP Confidential
  33. 33. IT Service Management A service is the Services result of a process performed by people and Technology supported by Process technology People
  34. 34. Ett konsoll for status service management management information portal Operations console applications performance customer backup & experience restore server network storage
  35. 35. HP Business Service Management 9 Unlocking the innovation value of IT Agility Quality Transparency Optimization
  36. 36. It’s all about 9 BSM 9.0 OMi 9.0 APM 9.0 NNMi 9.0 SM 9.20 uCMDB 9.0 Sitescope 11
  37. 37. What is BSM9? HP solution that redefines IT operations to become strategy broker of business services for complex and dynamic application to infrastructure environments • NEW Application Performance Management • NEW Consolidated Operations bridge • Improved integration with Network Management • Improved Closed Loop Incident Process use case. Business aligned, fully integrated, highly automated 37
  38. 38. This is a Statement of Direction and is subject to change without notice. BSM9 Top features that make the difference Rationalized BSM platform 1 Shared components, services and reduced footprint / TCO BSM Web 2.0 Mashup Dashboard 2 Role-based for operations and executives Open Extendible Platform 3 Integration, extendible, federated Consolidated Operations Bridge 4 Cross domain operations bridge with topology based event correlation Business Transaction Monitoring 5 Transaction monitoring and tracing across RUM, TV and Diagnostics and topology Enterprise Readiness End User Monitoring 6 Admin, configuration, reporting, data model 7 Next Generation Network Management Center
  39. 39. This is a Statement of Direction and is subject to change without notice. Rationalized BSM platform 1 Shared components, services and reduced footprint Operations Bridge BSM Benefits Service Event myBTO Mobile BSM BSM Apps Health Console • Increased Business + IT alignment Centralized Services • Business impact scores User Alerting and Deployment • Reduced MTTR via unified operations Downtime HA / DR Permissions Notification Manager and single source of truth Consolidation and Calculation • Improved operator efficiency and productivity Event Correlation Service Impact • Standardized BSM services (e.g. downtime) for efficient ops Events ODB • Collaboration, personalization and (600K CIs, (1300 EPS) 10K locations) mobility • Reduced cost of ownership • Full support virtualized enterprise Metrics Events Topologies deployment Data Collection • Deployment manager for EUM Application Server Storage Network optimizing resource utilization • Standardized platform support LOW TCO | Performance | Flexibility | Breadth matrix HP Confidential
  40. 40. The Business Challenge When there’s a problem, the business needs to know which customers, users, and businesses are being impacted. How much is this Are premium customers incident costing the being well served? business? How many customers How long has this are active or stopped been happening? using services? BUSINESS CUSTOMERS How many/what Which customers and What does “slow” transactions users were affected? mean? succeeded/failed? Apps Backend Web SAP, Siebel, Firewall Oracle, Middleware servers J2EE,.Net JMS MQS CICS Internet Mainframe / intranet Database
  41. 41. What makes an ideal Application Performance Management (APM) solution? 2 User defined Transaction Profiling Apps Web SAP, Siebel, Backend Firewall Oracle, Middleware servers J2EE,.NET JMS MQS CICS Internet Mainframe / intranet 1 4 End-user Experience Monitoring Application component deep diveDatabase monitoring 3 Application Component Discovery and Modeling 5 Application Performance Management Database
  42. 42. HP APM Diagnose Quickly diagnose to lower IT costs and reduce mean time to repair . We can locate the slow application sub-component with the call profile details kept for each synthetic transaction Supports J2EE, .net, SOA, Siebel, SAP  Supports Composite applications  Detail call profiles of server requests  Single unified tool  Correlate back to BPM transaction
  43. 43. HP Application Performance Management Improve customer satisfaction, revenue and employee productivity End user Management Service Level Management HP Application Lifecycle Management Runtime service model Modeling, collaborative views, EUM reporting HP Operations HP Orchestration Diagnostics
  44. 44. Draft content from EMEA BSM 9 train the trainer event. Paris, France June 8-9
  45. 45. STINE SANDVIK Speaker Name Job Title Date 47 ©2009 HP Confidential ©2009 HP Confidential
  46. 46. WHAT’S NEW IN HP SERVICE MANAGER 9.20 Stine Sandvik, stine@hp.com ©2009 HP Confidential 48 ©2009 HP Confidential
  47. 47. HP SERVICE MANAGER 9.20 A fresh new look for enterprise tough IT Service Management 49 ©2009 HP Confidential
  48. 48. SERVICE MANAGER 9.20 RELEASE THEMES Improved User Experience •Web 2.0 UI update for key processes •MySM Dashboard leveraging BTO UI Mashup •Enhanced change management including new change calendar •Localization enhancements •New Documentation Performance and Quality •10% - 30% improvement in web client •Enhanced Server Resiliency •COST program with customer data BTO Solution Supporting Integrations •Enhanced support for CLIP & CCRM •Operation Orchestration integration with KM and Change 51 ©2009 HP Confidential
  49. 49. HP SERVICE MANAGER 9.20 Form Modernization 55 ©2009 HP Confidential
  50. 50. HP SERVICE MANAGER 9.20 Record lists 57 ©2009 HP Confidential
  51. 51. HP SERVICE MANAGER 9.20 Change Management embedded functionality 60 ©2009 HP Confidential
  52. 52. CHANGE CALENDAR 61 ©2009 HP Confidential
  53. 53. HP SERVICE MANAGER CERTIFIED GOLD IN ITIL V3 More 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 certified HP Service Manager 7.1/9.20 for NINE ITIL v3 processes at the Gold Level • Incident Management, Problem Management, Change Management • Service Asset and Configuration Management • Request Fulfillment, Service Catalog Management • Service Level Management, Knowledge Management • Service Portfolio Management – Gold Level indicates that multiple customers have provided written verification of using HP Service Manager to automate these ITIL processes – HP has more Gold-Level certified processes than any other vendor 67 ©2009 HP Confidential
  54. 54. Q&A ©2009 HP Confidential 68 ©2009 HP Confidential
  55. 55. LOADRUNNER I SKYEN Kjell Lillemoen Løsningsarkitekt 21.juni 2010 70 ©2009 HP Confidential ©2009 HP Confidential
  56. 56. HVA GJØR LOADRUNNER Simulated Internet/ Web server App. server Database Controller users WAN • Erstatter virkelige bruke med tusenvis av virtuelle brukere • Genererer nøyaktig, målbar og repeterbar last mot systemet Fra ett enkelt kontrollpunkt • Peker på flaskehalser i systemet 71 ©2009 HP Confidential
  57. 57. HP TRIM SOFTWARE FASTER, TRANSPARENT RECORDS MANAGEMENT Tom Nordby Presale, Information Management HP Software & Solutions ©2009 HP Confidential 72 ©2009 HP Confidential
  58. 58. HOW WE COMMUNICATE 20 Years Ago 73 ©2009 HP Confidential
  59. 59. HOW WE COMMUNICATE Today 74 ©2009 HP Confidential
  60. 60. WHAT CUSTOMERS ARE TELLING US… I need to gain control of My last document and records my SharePoint sites management project took and content forever to implement There are new regulations I am faced with I need to comply with e-discovery requests Employees spend too much I have to secure more time searching for information information than ever before 75 ©2009 HP Confidential
  61. 61. Ask yourselves How many different ways can people in my company create information? How much of that content is “WE” fully aware of ? How would you feel about handing over your inbox or “home drive” to a group of lawyers who are suing your company? 76 ©2009 HP Confidential
  62. 62. THE “ANSWER” TO THESE PROBLEMS Proactive records management: • Keep what you need and get rid of everything else • Do it consistently and systematically • Have an audit record of what you did and when • Establish “Intent” and “good faith” 77 ©2009 HP Confidential
  63. 63. COMPLIANCE… IT’S EVERYWHERE Canadian Electronic Basel II Capital Electronic Ledger Storage Law SEC 17a-4 (USA) Evidence Act Accord (Japan) HIPAA (USA) 11MEDIS-DC (Japan) AIPA (Italy) ISO 18501/18509 GDPdU & GoBS (Germany) FDA 21 CRF Part 11 NF Z 42-013 (France) Sarbanes-Oxley Act (USA) Public Records Financial Services BSI PD0008 (UK) Office (UK) Authority (UK) These are just a few If your company isn’t directly affected by examples as there are over compliance, think about your suppliers and 20,000 compliance partners; they may be and may pass down requirements worldwide the request directly to you 78 ©2009 HP Confidential
  64. 64. INFORMATION GOVERNANCE THE PROCESS Paper docs E-docs/email SharePoint Applications Capture Classify Reduce Retain and Protect Discover Dispose 79 ©2009 HP Confidential
  65. 65. INFORMATION GOVERNANCE THE SOLUTION Paper docs E-docs/email SharePoint Applications Capture TRIM 7.0 Classify Reduce Retain and Protect Discover Dispose 80 ©2009 HP Confidential
  66. 66. HP TRIM 7.0 Lower your business risk Faster, more transparent records management for your enterprise, SharePoint and all your information. 81 ©2009 HP Confidential
  67. 67. HP TRIM SOFTWARE Capture, manage and secure information in business context CAPTURE MANAGE & SHARE INTEGRATE  Information sharing Enterprise SharePoint  Collaboration Applications  Check in/out, versioning (ERP, CRM) Email  Lifecycle workflow  Automated processes  Renditions/transformation DELIVER/ARCHIVE Desktop applications  Simple contextual search  Security and audit trails Business applications  Classification & file plans Email CD-Rom Fax  Retention and disposal Scanned images Paper Portals Wireless Structured data Archival / storage HP TRIM 82 ©2009 HP Confidential
  68. 68. Q&A www.hp.com/go/hptrim ©2009 HP Confidential 83 ©2009 HP Confidential
  69. 69. UNIVERSAL RECORDS MANAGEMENT WITH HP TRIM Mitigate risk Improve efficiency Lower costs • Securely manage all • Manage information in • Quickly find and electronic and physical context with the present all relevant records from creation business process to information through ultimate make more informed, • Drastically reduce the disposal timely decisions cost of responding to • Seamlessly integrate • Streamline business litigation applications for a processes to improve • Enable regulatory single source of the productivity and compliance to avoid truth customer service fines and penalties 84 ©2009 HP Confidential
  70. 70. NÅ: GRILLFEST  Fornebu Park Hotel 21.Juni 2010 85 ©2009 HP Confidential ©2009 HP Confidential

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