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What’s New With HP Service Manager and Universal CMDB
December 18, 2014
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Laura Walker
Vivit Chapter & SIG Leader
Vivit Director
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Today’s Speakers
Michael Pott
Senior Product Marketing Manager
HP Software
Doron Orbach
Senior Product Manager
HP Software
Linda Brown
Solution Architect
HP Software
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© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Service Manager 9.40 Universal CMDB 10.20: What’s new December 2014
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Agenda
What’s new with HP Service Manager and Universal CMDB
– Introduction
– Service Manager 9.40
– Smart Analytics
– Demo
– Universal CMDB and Discovery
– Q&A
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Why do ITSM customers care? —Dynamism
What we expect
• Separation of core versus context
• Mosaic business processes
• Networks of affiliated specialists
• Aggressive innovation schedules
What we’ll need
• Ability to manage hyper-diverse environments – services, people
• Real-time sense and respond engines adapt digital and human processes
• Digital supplier management
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP Service Manager helps you meet these challenges
Drive compliance and
pass IT audits
Control and minimize
risk
Superior service quality
Productive IT end users
and business units
Agility and responsiveness
Moving to ticketless
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP Service Manager The Big Data service desk
Smart Analytics
Easy, fast & accurate ticket handling, hot
topic analytics
Superior simplicity
New UI, reporting with 100+ instant
reports
Time to value
Process Designer, Deployment Manager,
out-of-the-box best practices for fast
implementation
Best in class change management,
solutions…
Mobility—access from everywhere
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
New in Service Manager 9.40
Modern user experience and productivity brought by redesigned interface
Transformed user experience
Role-based dashboards and reporting accessible from all processes
Process reporting
Extension of Hot Topics Analytics to additional processes
Big Data expansion
Codeless configuration with Process Designer and new simplified request fulfillment
Process agility
Enhanced out-of-box process content for core ITSM processes
Process content
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Service Manager Reporting Easy to use, interactive and customizable dashboards for all processes
• Near real-time reporting
– Fresh data to proactively monitor service performance and to take necessary actions
• Low TCO
– 100+ out of box reports; intuitive UI helps to create more easily
• Personalized and role-based dashboards
– Only show what you need to see
• Flexible distribution methods
– Printing, exporting (PDF, MS Excel and HTML)
– Scheduled distribution (Email, File Server)
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP Service Manager Process Designer Simple and efficient process customization with codeless configuration
• Helps automate process workflows
• Fast time-to-value
– Simplified, efficient best practices
• Based on ITIL and HP Service Management Reference Model
– Service desk
– Incident and problem management
– Knowledge management
– Change management
– Request fulfillment
– Service level management
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Service Manager 9.40 New request fulfillment
• Process agility, automated fulfillment
• New request model and enhanced task planner
• Based on Process Designer for codeless configuration
• Automated rule-based ticket assignment, fulfillment and ticket closure
• Lightweight asset lifecycle tracking with order/stock management, and UCMDB update
• Integration with Asset Manager for chargeback support
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Service Manager 9.40 Higher service quality with improved service level management
• New agreement structure
– ITIL aligned records to effectively define relationships and targets
• Process designer workflow control
– Easily build and maintain agreements under proper process control
• New features, best practices and KPIs
– Quickly implement, monitor and report service delivery success
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Service Manager 9.40 Survey
• Flexible and easy to use
• Automatically poll end user satisfaction via email
• Surveys can be sent to the specified contact at the end of each incident, problem, configuration, change, request and interaction
• Trend reports provide insights and identify areas to improve
• Can be customized to add, update and delete questions to address your organization’s business needs
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Service Manager 9.40 More, more...
Other ITIL process improvements
– Improved incident, problem and change management (e.g., incident parent/child relationship, handling for ‘major‘ problems, change proposal process)
• Improved configuration management
– UCMDB browser widget embedded into Service Manager
• Data model utility
– Entity relationship diagram helps to generate reports and identifies the impact for potential changes
– Reference missing report
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP ITSM Deployment Manager Simple installation of Service Manager and Smart Analytics
• Reduce time to value (TTV)
– Simple UI
– Automated deployment and sizing
• Reduce total cost of ownership (TCO)
– Automated configuration
– Automated patching
• Better experience
– Enhanced support experience
– Automated recommendations
• Allows to create HP ITSM Appliance
– Service Manager, Universal CMDB, Universal Discovery, Configuration Manager, Release Control
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Competitive service desks only see this ... But there is more ...
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
10% of ALL your data
Your structured data
Traditional
Transactional
data Search engine Images Email Social media IT/OT Audio Video Documents,
spreadsheets Texts Mobile
What is the impact of unstructured data?
Private Hybrid Public
Human
information
Machine
data Blind
spots
10% of ALL your data
Your structured data
With HP Haven, Service Manager extends its reach to
the other 90% of the data universe … unstructured data
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP Service Manager Smart Analytics Leverage Big Data for your service desk
Agent
End-user
Problem manager
Smart Ticket Simple and fast: Open an
incident via screenshot or
natural language
description
Smart Ticket Efficient: Automatically
categorize, understand
the impact and assign;
quick “training”
Hot Topic Analytics Actionable and fast: Problem
resolution based on
unstructured data from all
Service Manager processes
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Hot Topic Analytics—completely configurable A revolution in reporting and trend analysis using unstructured service desk data
Can be configured to use multiple
Service Manager data sources • Changes, requests, incidents, …
Can be configured to turn data into
action you specify, for example • Identify trends in one set of data and
subsequently develop linkages with other
data
• Can run on top of Service Manager
reporting results to provide further insights
If you can imagine a use case, you
can probably do it
We help make your
use case reality
• For qualified Early Adopters*, we can help
you apply Smart Analytics to use cases you
want to implement
• All we ask is for some form of customer
testimonial or reference (1:1 or 1:many)
*NOTE: Participation in the Early Adopter Program is
limited—please contact your HP sales rep
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP Service Manager 9.40
Modern user experience and productivity brought by redesigned interface
Transformed user experience
In-tool reporting accessible from all processes
Process reporting
Extension of Hot Topics Analytics to additional processes
Big data expansion
Codeless configuration with Process Designer and new simplified Request Management process
Process agility
Enhanced out-of-box process content for core ITSM processes
Process content
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP Service Manager: Three things to remember:
Service Manager is an
integrated and
automated enterprise-
scale service desk
that improves staff
efficiency, reduces risk
and increases service
quality
Service Manager’s out-
of-the-box best
practices and process
designer simplify IT
process implementation
and customization for
fast time to value for all
key IT processes
2 3 Service Manager now
leverages Big Data and
a new UI for an
engaging user
experience and
increased IT productivity
which is changing the
game
1
Demo
Universal CMDB and discovery
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP Configuration Management System A comprehensive and integrated configuration management solution
HP Universal CMDB Highly capable CMDB with more
than 30 out-of-the-box integrations
HP Universal Discovery Market leading agent, agent-less and
passive Discovery capabilities
HP UCMDB Browser The only user interface in the industry to bring data to everyone
HP UCMDB Configuration Manager Increase data quality, compliance, policies and analytics
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Display
Search
Report
HP Universal CMDB The foundation for your configuration management system
HP Universal CMDB
Single version of truth
Integrate
Federate
IT environment
Universal
discovery
Normalize
Enrich
Reconcile
Enable
Services
OMi/BSM
Your IT service or
application that rely on IT
data
Service Manager
Service Anywhere
Asset Manager
Project and Portfolio
Management
Standardization,
change control,
Compliance and
business continuity
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Introducing...HP’s Automated Service Modeling
Defines service entry point(s)
Clicks “Start Modeling” Sits back and watches as a
service map appears
Business owner
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
End-to-end Service Maps
Firewall
Mainframe
Virtual, physical or hybrid environments
Network /
Load
Balancer
Web servers
Databases
Employees
Web services
Clusters
Application servers/
composite
applications
Storage Databases
User
User
Cloud
services/ISP
s
User
Automatically discovered and modeled business
services
Accuracy Up-to-date With end-to-end visibility
How many accurate, up-to-date Service Maps do you
have?
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Why HP Automated Service Modeling?
Reduce time to value of modeling services
• Focus on what matters – the service context
• Save time and money by modeling services faster
Rely on existing knowledge
• Service owners can initiate modeling of their services from the
intuitive user interface
• UCMDB admin can be consulted in case of advanced discovery topics
Leverage breadth of leading universal discovery
• Most comprehensive discovery content in the industry
• Constant tracking of changes in the business service infrastructure
Use model services in your entire processes
• Business services are shared with SM for change, incident or problem
management, or with BSM and other solutions
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
The Business Value of Automated Service Modeling
Understand the impact of an infrastructure change on your business services. • Is this change
critical? • Which services might
be impacted?
Understand Change Impact
Learn what might be the reason for a service disruption. • Disruptions usually
occur due to change • Which configuration
changes might have caused cause disruption?
Avoid service Disruptions
Plan your changes based on accurate maps • Don’t just assume
things are out there • Drill from services
to infrastructure including networks and storage
Authorize changes wisely
Share data among your processes • Use the same
service definitions for all your processes including change and monitoring
Transparency and close loop
Demo
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Get started now!
For more information go to
www.hp.com/go/servicemanagementsoftware
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