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.

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

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bringing big data and analytics to the service desk
HAVEn at a glance

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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)