1. IT Service Management
Minimize risk, impact and costs while
demonstrating value to the business

2. A few questions before we begin…
1. Are you familiar with IT Service Management (ITSM) and ITIL?
2. Are you familiar with or have implemented part of HP’s ITSM solution?
3. How many ITIL processes have you implemented at your company?
©2011 Hewlett-Packard Development Company, L.P.
2 The information contained herein is subject to change without notice

3. The IT Service Management Challenge
Lower cost and demonstrate value to the business
? How can I better meet
customer expectations
Standardization
How can I make IT
more productive ?
©2011 Hewlett-Packard Development Company, L.P.
? How to better align IT
with our business goals
3 The information contained herein is subject to change without notice

4. IT Maturity Curve
Level 4: Service
Service Lifecycle Management
Level 3: Proactive •Real time performance /
planning metrics across
all IT activities
Level 2: Stable •Lack of visibility on
aggregated IT demands •Accurately allocating IT
•Decisions not made service cost to business
Level 1: Reactive •Unbalanced /inefficient
labor allocation based on ROI
•Multiple locations and •Allow customers to
Level 0: Chaotic • Enforcing standards or
on time & on budget ways to order IT goods & determine, pay for and
services receive adequate service
completion of levels
• Ad hoc planning and programs/projects •Lack of spending control
lack of visibility on Continual Service Measure
• Knowledge of service or expense attribution
strategic IT projects •Repeated solving of the
usage and demand Service usage pricing
• Decentralized IT service same solution
and repetitive user • High risk changes
requests & problems • Software and contract Portfolio financial planning CIO Scorecard
compliance problems Labor mgmt
• No centralized incident
or service request mgmt. Aggregate demands Asset Optimization
Service Catalog
• Inability to track assets, Program and project mgmt
costs, and manage CI’s Service-level mgmt
IT budget reconciliation
Change mgmt
Manage strategic project Knowledge mgmt
Contract & SW compliance
portfolio
IT cost aggregation
Consolidate Service Support
Asset & config. mgmt
Standardize, Centralize and Automate
©2011 Hewlett-Packard Development Company, L.P.
4 The information contained herein is subject to change without notice

5. HP Software Strategy
IT Performance Suite
EXECUTE SYSTEMATICALLY
Strategy, Planning and Governance
SECURE PROACTIVELY
Security Intelligence and Risk Management
BUILD FASTER OPERATE SIMPLY STORE EFFICIENTLY
Application Lifecycle Operations Information Lifecycle
Management Management Management
IT PERFORMANCE SUITE FOUNDATION
Collaboration, Orchestration and Analytics
©2011 Hewlett-Packard Development Company, L.P.
5
The information contained herein is subject to change without notice

6. HP IT Performance Suite
Perform Better
STRATEGY, PLANNING, AND GOVERNANCE
Executive Scorecard
IT Financial Project and Portfolio Application Portfolio Workforce and
Management Management Management Vendor Management
SECURITY INTELLIGENCE AND RISK MANAGEMENT
Software Security Security Information
Network Security
Assurance (SSA) and Event Management
APPLICATION LIFECYCLE OPERATIONS MANAGEMENT INFORMATION
MANAGEMENT MANAGEMENT
Application Application
Application Availability and Data
Quality Data Center IT Service
Governance Performance Protection
Management Automation Management
System
Requirements Performance Management Information
Management Validation Archiving
Client Asset
Automation Network Management
Application Management Enterprise
Development
Security Records
Management
Validation Configuration Management System Management
Extensibility, Orchestration, and Analytics
SERVICES AND SUPPORT
Assessment Managed
Consulting Support Education
Services Services

7. HP IT Performance Suite
KPI-driven coverage of the entire IT landscape
CHIEF INFORMATION OFFICER
$5 Trillion annual IT spend
170 KPIs 150+ KPIs 50+ KPIs
via HP research captured digitally today directly measured in
Executive Scorecard
11% 19% 70%
annual IT spend annual IT spend annual IT spend
FINANCE, PLANNING APPLICATION
OPERATIONS
& ADMINISTRATION DEVELOPMENT
Finance Operations
23 KPIs Application Lifecycle 71 KPIs
Management Information Management
Project Management 57 KPIs
Office 33 KPIs
21 KPIs Security
7
10 KPIs

8. HP IT Executive Scorecard
• Cascading scorecards • Best practice presets included
• Amalgamated performance data • Automatically populate data for near
real time insights
• Easy to read KPIs
• Out of the box integrations
HP8Confidential
8

9. LEGEND FPA AM SM
Out of the box KPIs PPM BSM
SLM
(BSM & SM)
External
CIO Edition Standard
% software Business
% projects % assets cost
Reduce cost licenses service cost
cost reduction reduction
in use reduction
IT Value
`
% unhealthy % actual vs. Avg. cost of IT % IT POR
Stewardship of IT
projects budget planned delivery per vs. total
investment risk costs customer revenue
% projects
Alignment with associated with CAPEX vs. Innovation
business strategy business OPEX delivery
objectives
Average % service
Improve service service performance MTTR MTBF
delivery performance availability not met
Customers
% of met
% of
Improve customer % of met SLOs for IT Incident
satisfied
satisfaction SLAs process outages
customers
activities
% of
% of project % of % projects with % of
Improve project deviation of
tasks on projects on unresolved healthy
execution time time urgent issues
planned
projects
hours
Time-to-market: % problems
Operational
Improve Avg. project % interactions % incident Avg. time to Problem
Excellence
new products / % of FCR resolved within
responsiveness services
initiation time in backlog aging procure
required time
queue rate
% unauthorized Avg. age of
Achieve process % reopened % escalated % urgent % outages due % SLA % assets in % problems
implemented % SLAs coverage hard-ware
excellence incidents incidents changes to changes expirations
changes
maintenance
assets
with RC
Orientation
Improve staff Employee % satisfied
satisfaction
Future
turnover employees
% employees % project
Improve staff % employee exceeding effort by
% of FTE
effectiveness utilization rate leadership external
competency model resources

10. HP IT Service Management
10 HP Confidential

11. IT Service Management for Hybrid IT
Service Desk & Change Mgmt IT Performance Suite
• Collaborative Service Desk
• Agile Process Management Automation
Self Service Portal Service Desk Change Mgmt Service Portal Asset Mgmt
• Incident • Planning • Self service • Hardware
• Business IT focal point
• Problem • Approvals • Goods • Software
• Basis for sourcing & fulfillment • Knowledge • Impact/risk • Services • Contracts
Asset Management • SLAs • Virtual CAB • Provisioning • Entitlement
• Lifecycle Asset Management Configuration Management System (CMS)
• Software Asset Mgmt
• Vendor Contract Mgmt Discovery
“HP is the industry’s ITSM and ITIL expert - everyone else is trying to catch up.”
Dennis Drogseth
Enterprise Management Associates
©2011 Hewlett-Packard Development Company, L.P.
11 The information contained herein is subject to change without notice

12. Trends in ITSM
Collaboration
Multi Supplier Management
Software Asset Management
Simple workflow
Mobility
Service Catalog
Lower cost of ownership
Social Media
©2011 Hewlett-Packard Development Company, L.P.
12 The information contained herein is subject to change without notice

13. ROI with HP ITSM
Quantifiable results from HP customers around the world
Monthly emergency change rate reduced by 50% Kellogg Company
87% increase in accuracy in problem identification
Siminn (Iceland)
and resolution
First call resolution rate improved by 300% Vancouver Coastal Health
More than 50% reduction in service desk cost Global airline
Global transportation
Operational cost reduction by 20% to 40%
services company
78% of surveyed customers reduced software cost
TechValidate survey
by identifying under or over licensed software
©2011 Hewlett-Packard Development Company, L.P.
13 The information contained herein is subject to change without notice

14. Collaborative Service Desk with Agile Process Management
• Automate and standardize key IT processes
to improve efficiency and effectiveness
• Customizable user dashboard and login Run Service Desk
page
• Editable and configurable process
workflows, conditions and rules Tune processes Collaborate
• Extend service desk reach inside and
outside IT with mobility and collaboration
Publish
• Publish service desk information to end
user portal
©2011 Hewlett-Packard Development Company, L.P.
14 The information contained herein is subject to change without notice

15. Software and Lifecycle Asset Management
Request
Effective Lifecycle Asset Management Dispose Receive
• Manage assets from request to retirement
• Reduce cost of IT with effective use of inventory
• Track all costs of IT Services including active contracts IMAC Monitor
and change related expenses
• Establish/maintain internal governance policies
Enterprise Software Asset Management
• Track software compliance to avoid audit failures
• Reduce software expenditures with entitlement
tracking
• Improve time-to-value with out of the box content for
software asset management
©2011 Hewlett-Packard Development Company, L.P.
15 The information contained herein is subject to change without notice

16. IT Service Management for Hybrid IT
Service Manager 9.3
• Refreshed web interface w/ enhanced usability
• Embedded risk, impact & calendar of changes
• Mobile client
• Ease of installation and upgrade
• Web & model based process design
• Dashboard and easy to build operational reports
• Built in collaboration
• Enhanced usability w/ web interface
• HP provided SAM content packages
• Software compliance tracking
• Service asset cost tracking
• Vendor contract performance reporting
• Dynamic asset data federation to UCMDB
• Cloud Usage and Billing
Asset Manager 9.3
©2011 Hewlett-Packard Development Company, L.P.
16 The information contained herein is subject to change without notice

17. Why chose HP for Service Management
More than 4,000 customers in service management
10 ITIL® Gold Certified 80+ education centers
Processes; 2x other vendors worldwide providing
training to over 120,000
6th largest software
company in the world 6
# IT professionals
12,000+ 17+ years of service
ITIL skilled professionals management experience
17 ©2011 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice

18. SERVICE BROKER FOR HYBRID IT
Service
Catalog
Key requirements
• Hybrid service catalog/portal
• Vendor performance mgmt IT
Service Business Services
• Vendor collaboration Mgmt
ITSM integration Application Services
• Contract and service level mgmt Vendor Vendor
• Incident and problem mgmt Performance Collaboration
& Report
• Knowledge management Platform Services
Infrastructure Services
©2011 Hewlett-Packard Development Company, L.P.
18 The information contained herein is subject to change without notice
HP Restricted and for HP & Channel Partner internal use. Document not for distribution. Content may be presented to customers upon request.

19. Service Catalog/Portal for Hybrid IT
Contextual focal point between IT & the business
• Ordering good and services
• Obtaining support
• Searching knowledge
• Establishes standards & expectations
Basis for sourcing & fulfillment
• User and group subscriptions
• Component sourcing
• Access to hybrid fulfillment engines
“30-50% percentage reduction in time required for
service request management”
“Up to 80% reduction in the number of help desk
contacts and time required by end users to make
service requests”
©2011 Hewlett-Packard Development Company, L.P.
19 The information contained herein is subject to change without notice

20. Manage Vendor Performance & IT Service Subscriptions
Financial Services customer: Achieved over
$1M annual savings by rationalizing current
maintenance contracts
Track contractual obligations and
service levels
• Monitor key elements of contracts and
expectations
• Detect and kickoff remediation on violations
• Report on value delivered to the business
Monitor usage and calculate billing
• Track usage on cloud services
• Determine and optimize usage value
Track Service Manage Charge for
Costs Subscriptions usage
Telecommunications customer: Validated a Google
sales pitch to lower email service costs by comparing
Gmail cost to current service component costs.
©2011 Hewlett-Packard Development Company, L.P.
20 The information contained herein is subject to change without notice

21. Vendor Collaboration for Hybrid IT
Intelligent case exchange
• Automatically route cases based upon sourcing
• Track cases for appropriate response times
Traditional IT Cloud Providers
Contextual instant messaging
• Connect with vendors immediately upon incident
• Attach context of case to conversation
Case exchange
Support Broker
Cloud based knowledge management Case
• Search and post to crowd sources of knowledge collaboration
• Pull vendor sources of knowledge Provider
knowledge
Traditional IT
Cloud Providers
©2011 Hewlett-Packard Development Company, L.P.
21 The information contained herein is subject to change without notice

22. PERFORM BETTER
WITH HP SOFTWARE