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Day 3 p1 - itsm


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Day 3 p1 - itsm

  1. 1. IT Service ManagementMinimize risk, impact and costs whiledemonstrating value to the business
  2. 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. 3. The IT Service Management ChallengeLower 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 goals3 The information contained herein is subject to change without notice
  4. 4. IT Maturity Curve Level 4: ServiceService 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 aggregationConsolidate 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. 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. 6. HP IT Performance SuitePerform 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. 7. HP IT Performance SuiteKPI-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 Security7 10 KPIs
  8. 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 integrationsHP8Confidential 8
  9. 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: % problemsOperational Improve Avg. project % interactions % incident Avg. time to ProblemExcellence 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 RCOrientation 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. 10. HP IT Service Management10 HP Confidential
  11. 11. IT Service Management for Hybrid ITService Desk & Change Mgmt IT Performance Suite • Collaborative Service Desk • Agile Process Management AutomationSelf 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 • ContractsAsset 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. 12. Trends in ITSM Collaboration Multi Supplier ManagementSoftware 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. 13. ROI with HP ITSMQuantifiable 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. 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. 15. Software and Lifecycle Asset Management RequestEffective 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 policiesEnterprise 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. 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. 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 experience17 ©2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
  18. 18. SERVICE BROKER FOR HYBRID IT Service CatalogKey requirements• Hybrid service catalog/portal• Vendor performance mgmt IT Service Business Services• Vendor collaboration MgmtITSM 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. 19. Service Catalog/Portal for Hybrid ITContextual focal point between IT & the business• Ordering good and services• Obtaining support• Searching knowledge• Establishes standards & expectationsBasis for sourcing & fulfillment• User and group subscriptions• Component sourcing• Access to hybrid fulfillment engines“30-50% percentage reduction in time required forservice request management”“Up to 80% reduction in the number of help deskcontacts and time required by end users to makeservice requests” ©2011 Hewlett-Packard Development Company, L.P.19 The information contained herein is subject to change without notice
  20. 20. Manage Vendor Performance & IT Service Subscriptions Financial Services customer: Achieved over $1M annual savings by rationalizing current maintenance contractsTrack contractual obligations andservice levels• Monitor key elements of contracts and expectations• Detect and kickoff remediation on violations• Report on value delivered to the businessMonitor 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. 21. Vendor Collaboration for Hybrid ITIntelligent case exchange• Automatically route cases based upon sourcing• Track cases for appropriate response times Traditional IT Cloud ProvidersContextual instant messaging• Connect with vendors immediately upon incident• Attach context of case to conversation Case exchange Support BrokerCloud 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