presentation_ hp smc
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HP IT SERVICE MANAGEMENT
OPTIMIZING SERVICE LIFECYCLE DELIVERY AND COSTS
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IT
IT
Strategy, Planning and Governance
IT
IT
Perform Better by digitizing entire IT value chain
IT Performance Suite
Security Intelligence and Risk Management
Application LifecycleManagement
Operations Management InformationManagement
OPERATEBUILDPLAN
IT Performance Metrics
Collaboration, Orchestration, Analytics
Business
Outcom
es
ACTUNDERSTANDSEE
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How can I better meet
customer expectations
?StandardizationHow can I make ITmore productive
How to better align ITwith our business goals?
?
The IT Service Management ChallengeLower cost and demonstrate value to the business
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Optimize service lifecycle delivery and cost
HP Approach to ITSM
Automate processesEmpower end-users with self-service
Deliver via Software-as-a-Service (SaaS)
Optimize costs
Mitigate riskand ensurecompliance
Standardize on processes (ITIL)Minimize service disruptions through automated changeEnable regulatory compliance and improved audit posture
Align IT and business with service lifecycle management
Leverage HP experience for processes improvement
Demonstrate IT value and consolidate communication
Maximize ITvalue to business
Accelerate innovation and run IT like a business whileproviding predictable and reliable service quality
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ROI with HP ITSM
Change andconfigurationmanagement
40% increase in number of changes processed
50% reduction in monthly emergency change rate
85% decrease in time to produce SOX audit evidence
Incident and
problemmanagementconsolidation
25% Service Desk savings per month (8 hours per month per
technician)
More than 50% reduction in service desk cost Higher application availability and customer satisfaction
25% improvement in number of incidents resolved on first call
75% improvement in system error Mean Time to Repair
Software licensemanagement
$4.5M in savings and 30% reduction in procurement costs
10-15% decrease in license spend attributed to over-provisioning
Quantifiable results from HP customers around the world
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HP Service Manager Certified Gold in ITIL v3More 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 certifiedHP Service Manager 7.1 & 9.2 for TEN ITIL v3 processes at the GoldLevel
Incident Management, Problem Management, Change Management
Service Asset and Configuration Management
Request Fulfillment, Service Catalog Management
Service Level Management, Knowledge Management
Service Portfolio Management, Availability Management
Gold Level indicates that multiple customers
have provided written verification of using HP Service Managerto automate these ITIL processes
HP has more Gold-Level certified processes than any other vendor:Click here to see HP listed on the official OGC website
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HP IT Service Management Solution
Automation
Configuration Management System
Service Modeling, Configuration Compliance, State Management
Discovery
Service Desk-Incident-Problem-SLM-Knowledge
Change Mgmt-Planning-Impact & Risk-Calendar-Approval & CAB
Service Catalog-Request
-Support-Self-service
Asset Mgmt-Asset tracking-Procure & Order-Contract & Comply-Finance
Physical and Virtual Assets
Population Federation
IT Performance Metrics and KPIs
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Enable IT to perform better
Percentage of FCR (first callresolution)
Incident aging
Change success rate
Percentage of emergency changes
Percentage of changes resulted inoutages
Percentage of SLAs met
Percentage of software licenses inuse
IT Performance Suite - Key ITSM Metrics and KPIs
More than 30 ITSM KPIs help you toperform better
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HP Universal CMDB With Discovery And Dependency Mapping
Configuration Management System
Sharing configuration dataacross the ITSM solution
Automate continuous discovery ofassets, infrastructure andapplications
Provide dynamic mapping acrossinfrastructure, applications, andservices
Quickly visualize environmentfrom multiple perspectives
Dynamically access data via
actionable federationEnables impact analysis, changecollision detection,
Unplanned change detection,
and change validation
Population Federation
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Foundation
UCMDB-CM
Example of the sameview using Composite
CIs with UCMDB-CM
Configuration Management System
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Discovery and Dependency Mapping (DDM)
The ability to gather IT environment related information such as: Servers
PCs
Applications
Installed software
Databases
Network elements
Appliances
Relationships and Dependencies
Storage
End Users
Printers
Customized discovery
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UCMDB-CMConfiguration Analysis Analysis
results at aglance
Composite CIconfiguration
modealignment
results
Attribute levelmodel
alignmentresults
Detailed analysisscope and their
alignment with the
model
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HPs best-in-class solution for the IT Service Desk
HP Service Manager
Standardize and Consolidate
Automate standardized processto improve efficiency andeffectiveness
Enable IT to work as a singleorganization governed by a
consistent set of processesdelivering predictable value tothe business
Offer self-service access including
knowledge management
Document value with commonmetrics, SLM calculates priorityand severity based on SLAs
IDC: 40% better efficiency on Incident andHelp Desk support
KCS: 30% decrease in operational costs ofcalls and incidents
Automation
Configuration Management System
Discovery
ServiceDesk
ChangeMgmt
ServiceCatalog
AssetMgmt
Physical and Virtual Assets
Automation
Configuration Management System
Discovery
ServiceDesk
ChangeMgmt
ServiceCatalog
AssetMgmt
Physical and Virtual AssetsPhysical and Virtual Assets
Population Federation
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Service Manager - HPs best in class solution for the IT service desk
Automate standardized process toimprove efficiency and effectiveness
Enable IT to work as a singleorganization governed by a consistent
set of processes delivering predictablevalue to the business
Offer self-service access includingknowledge management
Document value with common metrics,SLM calculates priority and severitybased on SLAs
Service Desk
Standardize and consolidate
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Consolidated Service Desk
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Conversation Capture and relate conversations toITSM ticket
Feedsubscription
Subscribe and follow hot news,conversation, colleague, group or CIaround ITSM
Status update Update to configurable groups onstatus or hot news
Holisticknowledge
Capture, tag, and search bothinformal conversations and formalknowledge
ITSM
Conversation
FeedSubscription
StatusUpdate
HolisticKnowledge
ITSM
Chat
Email
Phone
Chat
Collaboration on ITSM tickets throughchat cannot be saved or correlated
Difficult to update colleagues or
groups on critical information
Email
Difficult to sort and process real timeupdate
Hard to correlate and track emailcollaborations to ITSM tickets
Phone
Need to manually capture phoneconversation
Difficult to correlate phone
collaboration to ITSM ticket
Existing paradigm Collaborative ITSM
Collaborative ITSM components
Focus on collaboration activities specific to ITSM
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Service Manager Collaboration
Key features Providing collaboration
solution within SM Initiate and maintain real
time conversations for SMIncident and Interactionforms
Deliver integration betweenSM collaboration and
Office Communicator
Key benefits Different owners on the
same ticket share context Ability capture
conversation history incontext of the ticket
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Mobility Extension Offered at no additional license cost
Benefit: shorten closure or approval timefor key SM users Field support engineers (incident analyst)
View and update an incident ticket(resolution status, descriptions, etc) in realtime
Re-assign the ticket to properassignment group in real time.
View newly assigned high priority tickets
Change approvers Approve changes in timely manner outside
working hours Approve or update change requests withoutopening up PC
Wide range of Smartphones iPhone, Android, Palm, Blackberry
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Increase Control And Reduce Risk
Change, Configuration, and Release Mgt
Respond quickly and moreefficiently to change requests
Effective change controlFull visibility to configuration
Increase change advisory board(CAB) effectiveness
Automate impact analysis andcollision detection
Automate change execution
Detect unplanned changes
Improve audit and compliancepostureIDC: 28% reduction in staff time for changemgmt; 50-80% reduction in cycle times
IDC: 28% reduction in staff time for changemgmt; 50-80% reduction in cycle times
Population Federation
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Change Management
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Workflow designer
Workflow definition & configuration
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Service Catalog and Request Management
Enable a quicker, easier, andfriendlier process for end users
and agents Enjoy an innovative Web 2.0 userinterface and powerful search andbrowse capabilities
Define and maintain a standard set of
user goods and services Reduce ad hoc requests withstandardized procurement processes
Provide consistent and predictable costmodels with uniform pricing and asset
management integration Reduce the service desks workload byraising and status-checking requests viathe Web
30-50% percentage reduction in time required forservice request management
25% or greater (up to 80%) reduction in thenumber of help desk contacts and time required by
end users to make service requests
Population Federation
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Service Request Catalog
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The Support Story : End User Perspective
BrowseCatalog
Create genericsupport request
CreateRequest
User Info. Category ProblemDesc. Item Options Contact Info. Attachments
UrgencyOR
Request SD1015Created/Updated
View/Update/Close
Request
View support
requeststatus
Status Updated
End User(Using SRC
interface)
From IT To IT
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HP Asset Manager foundation to asset tracking and financial management
Asset Management
Better decisions to drive outcosts
Know from procurementthrough disposal:
What you have
Where your assets are located How much they cost
Who is using them
Optimize software licensecompliance for virtual andphysical environments
Leverage Service Asset andConfiguration Management
4% of asset cost is procurement, 96% isoperational
On average 25-45% saving can be achieved yearone on software licenses
Population Federation
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HP Asset Manager foundation to asset tracking and financial management
Asset Management
Better decisions to drive outcosts
Know from procurementthrough disposal:
What you have
Where your assets are located How much they cost
Who is using them
Optimize software licensecompliance for virtual andphysical environments
Leverage Service Asset andConfiguration Management
Financial
Procurement
Software Asset Mgmt
Contracts
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The SAM best practices package content
Software counters
Compliance and
maintenance renewaldashboards
License expenses reports
License contract templates
Workflows and scripts for
compliance pre-calculation
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Reduce operational costs while improving quality of service
Automation
Deliver significant and provenbenefits
Faster execution andprovisioning: speed time tomarket and reduce staff hours
Define and enforce a standard
implementation process once,and leverage it every time, byevery team
Automate tasks to reduce theamount of human error during
execution Enable a complete auditable
process
Population Federation
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Accessmanagement
End-to-end ITIL v3 coverage
STRATEGY DESIGN TRANSITION OPERATIONS
CONTINUAL SERVICE IMPROVEMENT
Serviceimprovement
Servicereporting
Servicemeasurement
Requestfulfillment
Eventmanagement
Problemmanagement
Incidentmanagement
Release &deploy mgmt.
Transitionplanning support
Service testing &validation
Serviceevaluation
Changemanagement
Knowledgemanagement
Capacitymanagement
Availabilitymanagement
Informationsecurity
management
Service catalogmanagement
Service levelmanagement
Suppliermanagement
Strategygeneration
Demandmanagement
Serviceportfolio mgmt.
Financialmanagement
Service asset& config
SM SRC SM Request
SM Problem
SM Incident
SM Change Release Control PPM Deployment
PPM Project, Program& Resource
SM Change
SM Knowledge AM AssetPortfolio
SM SLM
SM Service catalog
SM Service level
AM Contract
PPM Portfolio
PPM Portfolio
PPM Portfolio SM Service Catalog
AM Asset Portfolio
PPM Financial AM IT Financial
AM Asset Portfolio CMS (UCMDB)
HP ITSM Solution
Release Control
Optimize Service Design through
PPM Project, Program, Resource, Time & Demand
Exec. Scorecard SM SLM Exec. Scoreboard
SM Foundation Westbury Reporting Exec. scoreboard
Application QualityManagement
Business ServiceManagement
ArcSight
BTO solution / others
IT servicecontinuity
management
Exec. Scorecard
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ITSM helps the CIO to become the builder and broker of services
IT Service Management in the Cloud
Self-service, including service
catalog and request fulfillment,provides a customer-centricentry to the Cloud
ITSM bridges the gap between
service providers, IT and theuser community
ITSM streamlines andautomates processes and helps
avoiding Cloud sprawl andlowers risk
BUILD CONSUME
TRANSFORM MANAGE AND SECURE
The Cloud now provides the opportunity,after twenty years, to deliver the true end-to-end services that ITIL was designed toempower.
David CannonHP, founder of the IT Service Management Forum (itSMF)
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The communication hub for managing the entire service lifecycle
At the Core of ITSM: HP Service Manager
HP
ServiceManager
IT Planning and Control
Closed Loop Incident & Problem MgmtApplication Lifecycle Mgmt
FinancialsDemand
Portfolio
Quality
Projects
Requirements
ComplianceDeployment
Impact
Root cause
Health
Service levels
Change, Configuration & Release Mgmt
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Service Desk ConsolidationCustomer Quotes and Tech Facts
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FICOHP Service Manager has allowed us to implement a mature technology managementframework and methodology. Were therefore better able to meet FICOs strategic corporateobjectives, including improved ability to perform audits as well as increased efficiency andcontinuous improvement.
Matt Dixon, Director, IT Service Management, FICO
Objective & Approach IT Improvements Business Benefits
Objective: Achieve mature,proven, integrated
framework for managingtechnology infrastructure
Approach: Implementintegrated suite of tools toautomate discovery and
improve service managementconfiguration, change, andincident managementprocesses
Audits that once took 15-20 hours now take minutes
Integration eliminatesduplication of data entry,management
21% improvement inchange processcompliance
Improved auditcompliance meets business
objectives for regulatoryrequirements andcompetitiveness
Mature framework allowscreation and tracking of
KPIs Improved reporting
supports bettermanagement decisions
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Service Desk Consolidation
Chart
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HP has deep strategy, product and process implementation expertise,industry thought leadership, and unique assets unlike any other IT vendor
Why HP?
More than
4,000customers in service management
12,000+ITIL skilled professionals
6th largest softwarecompany in the world
#6#6
17+ years of servicemanagement experience
3,600+ active membership in PMI
Installed base of nearly100,000 customers
80+ education centersworldwide providingtraining to over 120,000IT professionals
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Thank you!
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