HP IT SERVICE MANAGEMENT
OPTIMIZING SERVICE LIFECYCLE DELIVERY AND COSTS
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IT Performance Suite
Perform Better by digitizing entire IT value chain
SEE UNDERSTAND
Strategy, Planning and Governance
ACT
IT Performance Metrics Security Intelligence and Risk Management
Application Lifecycle Management Operations Management
IT
Information Management
Business Outcomes
IT IT
OPERATE
Collaboration, Orchestration, Analytics
PLAN
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BUILD
The IT Service Management Challenge
Lower cost and demonstrate value to the business
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Standardization
How can I better meet customer expectations How can I make IT more productive
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How to better align IT with our business goals
HP Approach to ITSM
Optimize service lifecycle delivery and cost Maximize IT value to business
• Align IT and business with service lifecycle management • Leverage HP experience for processes improvement • Demonstrate IT value and consolidate communication • Automate processes • Empower end-users with self-service • Deliver via Software-as-a-Service (SaaS) • Standardize on processes (ITIL) • Minimize service disruptions through automated change • Enable regulatory compliance and improved audit posture
Optimize costs Mitigate risk and ensure compliance
Accelerate innovation and run IT like a business while providing predictable and reliable service quality
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ROI with HP ITSM
Quantifiable results from HP customers around the world Change and configuration management Incident and problem management consolidation
• • •
40% increase in number of changes processed 50% reduction in monthly emergency change rate 85% decrease in time to produce SOX audit evidence 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 $4.5M in savings and 30% reduction in procurement costs 10-15% decrease in license spend attributed to overprovisioning
• • • • • •
Software license management
• •
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HP Service Manager Certified Gold in ITIL v3
More 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 certified HP Service Manager 7.1 & 9.2 for TEN ITIL v3 processes at the Gold Level
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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 Manager to 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
IT Performance Metrics and KPIs Automation
Service Desk
-Incident -SLM -Problem -Knowledge
Change Mgmt
-Planning -Impact
Service Catalog
-Request -Support -Self-service
& Risk -Calendar -Approval & CAB
-Asset
tracking -Procure & Order -Contract & Comply -Finance
Asset Mgmt
Service Modeling, Configuration Compliance, State Management Population
Physical and Virtual Assets
Configuration Management System
Discovery
Federation
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IT Performance Suite - Key ITSM Metrics and KPIs
Enable IT to perform better
– Percentage of FCR (first call resolution) – Incident aging – Change success rate – Percentage of emergency changes – Percentage of changes resulted in outages – Percentage of SLAs met – Percentage of software licenses in use
More than 30 ITSM KPIs help you to perform better
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Configuration Management System
HP Universal CMDB With Discovery And Dependency Mapping Sharing configuration data across the ITSM solution
–Automate continuous discovery of assets, infrastructure and applications –Provide dynamic mapping across infrastructure, applications, and services –Quickly visualize environment from multiple perspectives –Dynamically access data via actionable federation –Enables impact analysis, change collision detection, –Unplanned change detection, and change validation
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Population
Federation
Configuration Management System
Foundation
UCMDB-CM
Example of the same view using Composite CIs with UCMDB-CM
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
UCMDB-CM
Configuration Analysis
Analysis results at a glance
Composite CI configuration mode alignment results
Attribute level model alignment results
Detailed analysis scope and their alignment with the model
HP Service Manager
HP’s best-in-class solution for the IT Service Desk
Automation
Standardize and Consolidate – Automate standardized process to improve efficiency and effectiveness – Enable IT to work as a single organization governed by a consistent set of processes delivering predictable value to the business – Offer self-service access including knowledge management – Document value with common metrics, SLM calculates priority and severity based on SLAs
Service Desk
Change Mgmt
Service Catalog
Asset Mgmt
Configuration Management System
Population
Physical and Virtual Assets Discovery
Federation
KCS: 30% decrease in operational costs of calls and incidents IDC: 40% better efficiency on Incident and Help Desk support
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Service Desk
Service Manager - HP’s best in class solution for the IT service desk
– Automate standardized process to improve efficiency and effectiveness – Enable IT to work as a single organization governed by a consistent set of processes delivering predictable value to the business – Offer self-service access including knowledge management – Document value with common metrics, SLM calculates priority and severity based on SLAs
Standardize and consolidate
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Consolidated Service Desk
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Collaborative ITSM components
Focus on collaboration activities specific to ITSM
Existing paradigm Collaborative ITSM
Chat
Conversation Feed Subscription Status Update Holistic Knowledge
ITSM
Email
ITSM
Phone
Chat
Collaboration on ITSM tickets through chat cannot be saved or correlated • Difficult to update colleagues or groups on critical information
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Conversation Feed subscription
Status update Holistic knowledge
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Capture and relate conversations to ITSM ticket Subscribe and follow hot news, conversation, colleague, group or CI around ITSM Update to configurable groups on status or hot news Capture, tag, and search both informal conversations and formal knowledge
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Email
Phone
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Difficult to sort and process real time update • Hard to correlate and track email collaborations to ITSM tickets • Need to manually capture phone conversation • Difficult to correlate phone collaboration to ITSM ticket
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• •
Service Manager Collaboration
Key features
• Providing collaboration solution within SM • Initiate and maintain real time conversations for SM Incident and Interaction forms • Deliver integration between SM collaboration and Office Communicator
Key benefits
• Different owners on the same ticket share context • Ability capture conversation history in context of the ticket
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Mobility Extension
• •
Offered at no additional license cost Benefit: shorten closure or approval time for key SM users
− Field support engineers (incident analyst)
• View and update an incident ticket (resolution status, descriptions, etc) in real time • Re-assign the ticket to proper assignment 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 without opening up PC •
Wide range of Smartphones
− iPhone, Android, Palm, Blackberry
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Change, Configuration, and Release Mgt
Increase Control And Reduce Risk Respond quickly and more efficiently to change requests
–Effective change control –Full visibility to configuration –Increase change advisory board (CAB) effectiveness
Population Federation
–Automate impact analysis and collision detection –Automate change execution –Detect unplanned changes –Improve audit and compliance posture
IDC: 28% reduction in staff time for change mgmt; 50-80% reduction in cycle times
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Change Management
Automate collision detection & Impact Analysis
Workflow designer
Workflow definition & configuration
Service Catalog and Request Management
Enable a quicker, easier, and friendlier process for end users and agents
– Enjoy an innovative Web 2.0 user interface and powerful search and browse capabilities
Population Federation
– Define and maintain a standard set of user goods and services – Reduce ad hoc requests with standardized procurement processes – Provide consistent and predictable cost models with uniform pricing and asset management integration – Reduce the service desk’s workload by raising and status-checking requests via the Web
30-50% percentage reduction in time required for service request management 25% or greater (up to 80%) reduction in the number of help desk contacts and time required by end users to make service requests
Service Request Catalog
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The Support Story : End User Perspective
End User (Using SRC interface) Browse Catalog
– User Info.
Create Request
OR
Create generic support request View/Update/Close Request
View support request status Status Updated From IT
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To IT
Asset Management
HP Asset Manager foundation to asset tracking and financial management Better decisions to drive out costs
• Know from procurement through disposal:
What you have • Where your assets are located • How much they cost • Who is using them
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Population
Federation
“4% of asset cost is procurement, 96% is operational” “On average 25-45% saving can be achieved year one on software licenses”
• Optimize software license compliance for virtual and physical environments • Leverage Service Asset and Configuration Management
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Asset Management
HP Asset Manager foundation to asset tracking and financial management Better decisions to drive out costs
• Know from procurement through disposal: Financial Procurement Software Asset Mgmt Contracts
What you have • Where your assets are located • How much they cost • Who is using them
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• Optimize software license compliance for virtual and physical environments • Leverage Service Asset and Configuration Management
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The SAM best practices package content
Software counters Compliance and maintenance renewal dashboards License expenses reports
License contract templates Workflows and scripts for compliance pre-calculation
Automation
Reduce operational costs while improving quality of service Deliver significant and proven benefits
• Faster execution and provisioning: speed time to market and reduce staff hours • Define and enforce a standard implementation process once, and leverage it every time, by every team • Automate tasks to reduce the amount of human error during execution • Enable a complete auditable process
Population
Federation
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End-to-end ITIL v3 coverage
Service improvement
• Exec. Scorecard
HP ITSM Solution
BTO solution / others
Service reporting
• SM Foundation • Westbury Reporting • Exec. scoreboard
Service measurement
• SM SLM • Exec. Scoreboard
CONTINUAL SERVICE IMPROVEMENT STRATEGY
Strategy generation
• PPM Portfolio
DESIGN
TRANSITION
Change management
• SM Change
OPERATIONS
Event management
• Business Service Management
Service catalog management
• SM Service catalog
Demand management
• PPM Portfolio
Service level management
• SM Service level
Availability management
• SM SLM
Service asset & config
• AM Asset Portfolio • CMS (UCMDB)
Transition planning support
• PPM Project, Program & Resource
Incident management
• SM Incident
Access management
Service portfolio mgmt.
• PPM Portfolio • SM Service Catalog • AM Asset Portfolio
Supplier management
• AM Contract Information security management • ArcSight
Capacity management
• AM Asset Portfolio IT service continuity management • Exec. Scorecard
Knowledge management
• SM Knowledge
Service testing & validation
• Application Quality Management
Problem management
• SM Problem
Request fulfillment
• SM SRC • SM Request
Financial management
• PPM Financial • AM IT Financial
Release & deploy mgmt.
• SM Change • Release Control • PPM Deployment
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PPM Project, Program, Resource, Time & Demand
Optimize Service Design through
Service evaluation
• Release Control
IT Service Management in the Cloud
ITSM helps the CIO to become the builder and broker of services •Self-service, including service catalog and request fulfillment, provides a customer-centric entry to the Cloud •ITSM bridges the gap between service providers, IT and the user community •ITSM streamlines and automates processes and helps avoiding Cloud sprawl and lowers risk
BUILD
TRANSFORM
MANAGE AND SECURE
CONSUME
“The Cloud now provides the opportunity, after twenty years, to deliver the true end-toend services that ITIL was designed to empower.”
David Cannon HP, founder of the IT Service Management Forum (itSMF)
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At the Core of ITSM: HP Service Manager
The communication hub for managing the entire service lifecycle
IT Planning and Control Change, Configuration & Release Mgmt
Compliance Deployment Impact Root cause Health Service levels
Closed Loop Incident & Problem Mgmt
Service Desk Consolidation
Customer Quotes and Tech Facts
FICO
“HP Service Manager has allowed us to implement a mature technology management framework and methodology. We’re therefore better able to meet FICO’s strategic corporate objectives, including improved ability to perform audits as well as increased efficiency and continuous improvement.”
Matt Dixon, Director, IT Service Management, FICO
IT Improvements • Audits that once took 1520 hours now take minutes • Integration eliminates duplication of data entry, management
Business Benefits • Improved audit compliance meets business objectives for regulatory requirements and competitiveness • Mature framework allows creation and tracking of KPIs • Improved reporting supports better management decisions
Approach: Implement integrated suite of tools to • 21% improvement in automate discovery and change process improve service management compliance configuration, change, and incident management processes
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Service Desk Consolidation
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Why HP?
HP has deep strategy, product and process implementation expertise, industry thought leadership, and unique assets unlike any other IT vendor
More than 4,000 customers in service management
6th
largest software company in the world
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Installed base of nearly 100,000 customers
worldwide providing training to over 120,000 IT professionals