3rd day itsm

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3rd day itsm

  1. 1. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.HP Software roadmap forHP Service ManagerPublished: April 2013
  2. 2. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.2HP Performance SuitesOptimize• Service & PortfolioManagement• ApplicationLifecycleManagement• Cloud Automation• Business ServiceManagementITGovern• Archiving &Compliance• eDiscovery• EnterpriseContentManagement• Data ProtectionLegal &ComplianceSecure• Application Security• Security Intelligence• Network SecuritySecurityMonetize• Web ContentManagement &Optimization• Intelligent ContactCenter• CustomerInteraction AnalyticsMarketingProfessional services, support, education, and global partnersTechnology engines: IDOL, Vertica, Logger, Executive Scorecard, TruClient, Run-time ServiceModel
  3. 3. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.3IT Management visionSimplify the management of IT servicesStrategytoPortfolioRequirement to DeployRequestto FulfillDetect toCorrectStrategy, Planning & GovernanceApplication Lifecycle ManagemenIT Service ManagementOperations Management
  4. 4. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.4DevOps and social ITPeople and process transformationsConsumerizationSimplificationIT transformation &shift to LoBAcceleratedApplication DeliveryInsight with moredata & fewer staffBusiness is adopting cloud 2.5xfaster than ITWHY: speed, flexibility,economicsOperationsDevOpsInsight
  5. 5. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.5IT Service Management is changingTrends• Cloud and virtualization• Multi-supplier management• Self-service• Mobility• Compliance and security• Social mediaChallengeHow can you cost effectively improveIT service quality - meeting businessand customer expectations?Challenging budgets, complex technology , faster service rollout
  6. 6. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.6IT challenges• Increasing cost of service desksupport• Slow time to resolution• Inability to track total costs of ITservices• Slow response to internal orexternal audits• Unable to reduce impact ofoutages• Increase in fines due to lack ofstandards and compliance tracking• Poor quality of service• Consolidating multiple servicedesks• Inability to reduce self inflictedoutages• Poor KPI capture and tracking• Lack of automated remediationfor known or common incidents• Lack of visibility and control overasset ownership and locationComplexity, cost, risk are everywhere
  7. 7. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.7HP IT Service Management benefitsMaximize IT’s value to the businessImprove quality of IT services with integrated servicelifecycle managementHandle requests, incidents, and changes more efficientlyand quickly with automationDemonstrate value via KPIs and easy to implementdashboardsManage business unit specific help desksSimplifyImplement, maintain, and upgrade easily with graphicalcodeless configurationAchieve flexibility with deploying on-premise or access viaSaaSImprove productivity and drive consistent IT processes withbest practices and collaborationMitigate riskEnable regulatory compliance and improved auditposturePreempt and avoid change collisions minimizing servicedisruptionsAutomate standard tasks minimizing potential for self-induced problemsSimple, quick, yet integrated service lifecycle management
  8. 8. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.8Turning ideas intooutcomes with HPSoftwarePowered by the HP IT Performance Suite• HP Service & Portfolio ManagementIT performance• Availability of IT infrastructure on a permanent basis• 90% of all incidents resolved by first-level support• Reduction in production incidents and “IT as afactory”Production running 24x7 guaranteed© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  9. 9. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.9Turning ideas intooutcomes with HPSoftware© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.Efficient self-service operationsPowered by the HP IT PerformanceSuite• HP Service & Portfolio ManagementIT performance• Decrease in IT complexity• Massive efficiencies with 11,000 IT engineersand 250,000 users of the self-service portal• Service-centric culture aligned with thebusiness
  10. 10. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.10Managing the entire service lifecycle from strategic demand to operationalsupportService & Portfolio ManagementService and Portfolio ManagementSignatures forcomplianceCodelessconfigurationContext-basedcollaborationMarket-leadingdiscoveryStrong projectworkflow engineAsset ManagementAutomate discovery and dependency mapping of hardware, software, servicesUniversal CMDB and Universal DiscoveryIT Service ManagementIntegrate and automate service management and optimize the quality of IT servicesService Manager Service AnywhereProject &PortfolioManagementStrategy, Planning, and Governance IT ExecutiveScorecardApplicationPortfolioManagementReal-time control of investments, portfolios, and resources
  11. 11. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.11This is a rolling (up to three year) Roadmap and is subject to change without notice.Technology synergyService Manager – Service Anywhere synergyHP Service ManagerHP Service AnywhereProcessDesignerContentChangeHelpDeskRequestReleaseContinuous transferof technologyV19.30
  12. 12. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.12Optimising a multi-supplier eco-systemThe challenge of managing multiple suppliersBy 2015, 40% of the most successful CIOs will use cloud sourcing to cutcosts and generate new revenue in order to out perform competitors(Gartner)BusinessInhouse ITBusinessDemand & SupplyChainSingleExternalSupplierBusinessDemand & Supply ChainExternalSupplierExternalSupplierInternalDeliveryService OrchestrationInternalDeliveryFlexibility
  13. 13. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.13AGENDAWhat’s new in HP Service ManagerComing NextHP’s Plan for Future Releases
  14. 14. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.14Enhanced end-user self-serviceHP Service Manager 9.31 highlightsSelf-service PortalEnhanced Self-service supportEnhanced Customization capabilitiesSM CollaborationIn-context conversations for incidents andchangeIntegration with MS LyncSM integration with UCMDB and BSMEnhanced SM-UCMDB integrationIntegrated UCMDB browserDowntime management in Event-to-Fix
  15. 15. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.15AGENDAWhat’s new in HP Service ManagerComing NextHP’s Plan for Future Releases
  16. 16. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.16This is a rolling (up to three year) Roadmap and is subject to change without notice.All product views are illustrations and might not represent actual product screens.HP Service Manager - nextProcess Designer Help DeskInteractionIncidentProblemSM MobilityTechnology refactorCustom fields supportService Request CatalogSRC tablet supportDynamic field & value supportOOB fields/sections in SRC checkout panelconfigurationFederal MandatesIPv6 level BCAC supportFIPS 140-2 level 1
  17. 17. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.17This is a rolling (up to three year) Roadmap and is subject to change without notice.HP ITSM directionsIT processes• Codeless process handling across SM• Integrated automationUser experience• Multiple form factors• Consumer-grade experienceTCO• Platform evolution• Integrated CMS and discoveryMulti-supplier management• Leveraging SIAM services framework• APIs for Case Exchange• Supplier management and governance
  18. 18. © Copyright 2012 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice.Thank you

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