Three simple steps to effective service catalog and request management

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Three simple steps to effective service catalog and request management"

Transcription

1 Three simple steps to effective service catalog and request management Prepare for cloud initiatives and get incremental ROI with self service catalog and request management Business white paper

2 Executive summary Enterprise IT organizations have some big bets on the table these days, with cost-saving initiatives like cloud delivery and virtualization. And an important ingredient in making sure those bets payoff is service catalog and request management. In order to deploy cloud applications and services, or to get the intended benefits from virtualization, IT must first inventory the services it offers and create a streamlined catalog. But simply creating a service catalog is only the first step. To yield benefits, that catalog has to support the complete service request lifecycle, from launch to repair to renewal to retirement. Properly implemented, the service catalog is the centerpiece of effective IT service management. This white paper is targeted at service desk directors and managers and outlines a three-step process for achieving an effective service catalog solution. It explains how, by creating a service portal, by moving to service request management and integrating with other processes, and by automating provisioning and integrating across the lifecycle, IT organizations can align IT services with business strategies, help executives understand the costs of IT services, and prepare for private cloud deployments. The challenge today IT complexity is only increasing. New technologies like composite applications, Service-oriented Architecture (SOA), and virtualization offer cost and performance advantages but also drive an unprecedented degree of integration and interdependency that makes IT management incredibly complex. At the same time, the evolution of business models like off-shoring, outsourcing, and cloud delivery while they promise to reduce costs and simplify IT operations in many cases create risk and obscure actual costs by depriving internal IT organizations of the ability to monitor and manage business-critical IT services. According to an independent Forrester Research report, The vision and purpose of effective IT service management is to efficiently develop, operate, and deliver services with value and alignment to the business. To do this, IT must transform itself from an organization with many silos of technical and functional silos into a business with reliable and cost effective service offerings. The attitude, behavior, and culture of the organization must shift to a service provider organization. The first step in this transformation is to develop a service catalog that describes the IT services supporting the business services and in turn the business process. 1 According to Gartner, Defining a portfolio of IT services and decomposing them into a catalog of standard, repeatable services is a required step to align IT services with business value. 2 1 Service Catalog Your Prerequisite for Effective IT Service Management, Forrester Research, Inc., October, The Fundamental Starter Elements for IT Service Portfolio and IT Service Catalog, Gartner, July 1,

3 As you can see, having an automated catalog and request management can help IT organizations enhance service cost and quality by streamlining and standardizing processes, and reducing the number of services available to improve quality. It can enable them to manage the entire service lifecycle, from initial demand to retirement, using automated processes that relieve IT staff from manual processes and detail management. It can give them the visibility into request volume and expectations that they need to fulfill service request quickly. And it can give their business customers a single, always-accessible portal where they can find clear service descriptions and where their requests can be fulfilled and managed. The service catalog also enables IT to define a portfolio of business services and decompose them into a catalog of standard, repeatable IT services. This enables the IT organization to document and automate repeatable service-delivery processes to reduce errors, identify bottlenecks, and uncover opportunities for improving efficiency. By presenting a single face of IT to customers for all kinds of interactions such as incident logging, change requests, service requests, project requests, and new portfolio requests, IT can simplify the customer experience and improve customer satisfaction. In addition, understanding costs and communicating the price for standard services on supported architectures helps develop a shared understanding of the increased costs of ordering custom services that are not in the catalog, and reduces the volume of exception or ad hoc service requests. Why traditional approaches fail The service catalog is not a new concept, but it is a concept that has evolved along with the requirements it addresses, and early-generation approaches no longer work. The earliest service catalogs were point solutions that typically only addressed the management of initial demand. They provided simple shopping cart access to a list of goods, and did not cover service-related aspects like knowledge management, service support requests, fulfillment, and social networking. Typically, consumers were limited to bundled kits rather than being allowed to select individual service components. Later designs allowed consumers to configure service requests with custom options, and even later versions made it possible to automate fulfillment workflows, increasing efficiency and reducing the burden on IT resources. But by and large, service catalogs still lacked the crucial trait of customer centricity. Even today, a typical service catalog fails to unify service support, knowledge, lifecycle, and so forth, so users have to go to different websites for different functions, and are unable to leverage common information from system to system. The next generation of service catalogs needs to place the services and their consumers at the center, to improve customer experience. This means the service catalog has to communicate in language that business customers understand rather than in IT jargon. It has to be simple and user friendly, and service delivery has to be timely and predictable, with consumer visibility into delivery status. It also has to be able to leverage information about each consumer, such as what the consumer already owns, additional services he is entitled to, consumer preferences and profiles, and service-level compliance and customer-satisfaction history. Service portal in action One IT organization followed this process to rationalize and consolidate the services requested from it. First they identified over 2,000 different variations of requests that IT was managing, all tied to disparate fulfillment workflows and without any centralized and consistent approach for approval and access certification. By consolidating request types, they were able to narrow the number of offerings to 450 within a catalog portal. While the fulfillment of the requests was at first still managed in a large number of systems, the organization undertook a secondary consolidation aimed at reusing common workflow tools wherever possible. The single requesting portal also provides a new consistent enforcement of catalog offering access policies backed by a centralized approval workflow. This can reduce the number of calls in average by about 50 percent, and lead to total cost savings for service delivery of up to 70 percent. 3

4 Figure 1: Three steps to better service catalog and request management Service Lifecycle Automation Automated provisioning Integration with SLM, CMS, SPM Become a service broker Time to value Service Portal Single point of access Knowledge access Become a 21 st century IT Integrated Service Request Management Standardize on services Integration with incident, problem, change Become a service provider Capability A state-of-the-art solution needs to provide full management of the service-lifecycle experience. Beyond service requesting, service consumers need support across the lifecycle from request to retirement. Three steps to better catalog and request management Fortunately service catalog technologies have evolved to support self-service request management processes. IT organizations do not need to implement all three steps at once. They can get started and get value early, and then build on the success of the first step of the process to continue to add value. Step 1: Create a service portal The best way to get buy-in from business users is to start delivering value quickly. And the best way to do that is to focus first on providing an easy-to-use single point of access for all types of IT service requests. This would include a catalog of goods and services, access to service-related knowledge, and social networking tools presented in a service context. It should go beyond basic requests to include supports request, fix support, collaboration with other consumers, and return capabilities. It should also include surveys asking users how valuable the services are, and ratings based on their responses, so that prospective new users can evaluate services before selecting. The completion of this first step enhances the IT organization s standing within the business in several ways. For one thing, the business at large will begin to perceive the IT organization as an innovative, progressive part of the business. The service catalog will give IT the chance to communicate with business users in language they understand, and users will have greater insight into service delivery, which will itself be more predictable. As a result, they ll understand IT processes and concerns better, and trust them more. The total experience that business users have with IT will improve, increasing end-user satisfaction. Step 2: Move from service requests to integrated service request management With the service catalog in place and significant gains already made, the next step is to expand both capabilities and benefits by moving to service request management and by integrating the request process with other processes. 4

5 During this step, IT implements the ability to track and manage all service-related requests, to put an approval process in place and to govern the delegation of tasks. All these capabilities help to optimize service delivery through consistent delivery speed and SLA compliance, reduce support costs by reducing the service desk workload, and shorten time to value. At the same time, service-catalog functions need to be integrated with change management and incident and problem management to foster effective communication between IT and its consumers and to manage support-related processes. Service request management and its integration with other processes further boosts IT productivity, and at this point in the process, IT is well on its way to assuming the role of service provider to the business. In addition, IT productivity will be higher, service support costs will be lower, and the whole service request management workflow will be simpler. The IT organization will enjoy better deployment of its resources, and the business will see faster deployment of the services that drive its success. Step 3: Automate provisioning processes across the service lifecycle The final step consists of further integration and of automated provisioning specifically, the integration of demand, supply, requests, approval, and fulfillment, and the automation of provisioning for virtualized assets and services delivered via the cloud as well as physical assets. By linking the service catalog to service-level management processes, IT can track and measure service delivery and fulfillment, govern ongoing service support and availability, and enhance the quality and cost of services. By linking service offerings in the catalog with technical services managed in the configuration management database (CMDB), IT can provide visibility into the complete ecosystem. And by integrating with service portfolio management processes, it can manage the entire enterprise lifecycle of services, understand their total cost, consolidate, improve, and refresh services as needed, and publish or retire offerings linked to services in the portfolio. With the final step completed and a fully functional state-of-the-art service catalog in place, IT can tightly align the services it offers with business strategies, improve decision making, refine compliance, respond more quickly to audits, and gain clear visibility into costs. HP approach to service catalog and request management Based on years of experience in helping large IT departments with IT service management, business service management, configuration management, and application lifecycle management, on the expertise that made us a major contributor to the development of ITIL v3, and on input and advice from our customers, HP has developed a service catalog solution that meets all the requirements of today s IT organizations. Service catalogs in the age of virtualization and the cloud Any IT solution today has to take into consideration the special requirements for cloud delivery and virtualization. Both promise big benefits to IT organizations and the businesses they support. Both have the serious attention of every large IT organization. And both present special requirements that an effective service catalog solution can help IT fulfill. Two key requirements are standardization and automation. Both virtualization and cloud delivery add complexity that demands new approaches if IT is to successfully manage service delivery and get the desired ROI from its investments. Self-service catalogs and request management solutions give IT the agility and speed to effectively support public and private cloud initiatives and manage virtualized infrastructures without driving up costs and complexity. They also enable IT to act as a broker, dealing with approvals and contracts for external cloud services to promote quality and prevent rogue buying by the business organizations. 5

6 Figure 2: High-level service catalog architecture Web 2.0 interface App server Integrations Service management Asset management Project and portfolio management Cloud Other Our solution integrates service catalog, request, and knowledge management functionality to help your IT organization boost productivity and build a trusted relationship with business users. It delivers proven cost reduction through strong self-service capabilities, service sharing across the organization, and a common service context that makes it possible to base every function from definition to Service Level Objective (SLO) monitoring on the same service data. It supports cloud-delivery and hybrid IT delivery (IT delivered by multiple sources) by connecting multiple back ends, such as asset management and the service desk. And it takes advantage of a federated configuration management system built on the HP Universal Configuration Management Database to provide a comprehensive map of your IT infrastructure and interdependencies. What customers are saying about HP Service Catalog Thanks to HP Service Catalog, Qtel s customers experience better service delivery, and everybody has a clear understanding via a common language. As we continue our BTO strategy, it will be interesting to see how these components lower maintenance and support costs via improved workflows. Adel Boday, Manager of IT infrastructure and operations management, Qtel 6

7 HP Service Catalog helps us understand our entire delivery portfolio. In the future, the software will bring even more value by enabling Lubrizol to more effectively depict the cost of various services. It will serve as a tool for account managers, allowing them to direct customers to request and consume standard service offerings in the breadbasket of our IS organization s capability. Claudia Euse, ITSM program manager, Lubrizol To know about how HP can help you implement an effective service catalog solution at a pace that matches your requirement, putting a service catalog in place and then integrating and automating to gain further benefits and plan for cloud initiatives, visit

8 Share with colleagues Get connected Get the insider view on tech trends, alerts, and HP solutions for better business outcomes Copyright 2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. 4AA1-9234ENW, Created October 2010; Updated November 2010, Rev. 1 This is an HP Indigo digital print.

Three simple steps to effective service catalog and request management

Three simple steps to effective service catalog and request management Three simple steps to effective service catalog and request management Prepare for cloud initiatives and get incremental ROI with self service catalog and request management Business white paper Executive

More information

Solution brief. HP solutions for IT service management. Integration, automation, and the power of self-service IT

Solution brief. HP solutions for IT service management. Integration, automation, and the power of self-service IT Solution brief HP solutions for IT service management Integration, automation, and the power of self-service IT Make IT indispensable to the business. Turn IT staff into efficient, cost-cutting rock stars.

More information

Standardize your ITSM

Standardize your ITSM Business white paper Standardize your ITSM An HP approach based on best practices Table of contents 3 Introduction 3 Benefits and challenges 5 The HP approach to standardizing ITSM 6 Establish an IT operations

More information

BRIDGE. the gaps between IT, cloud service providers, and the business. IT service management for the cloud. Business white paper

BRIDGE. the gaps between IT, cloud service providers, and the business. IT service management for the cloud. Business white paper BRIDGE the gaps between IT, cloud service providers, and the business. IT service management for the cloud Business white paper Executive summary Today, with more and more cloud services materializing,

More information

Table of contents. Standardizing IT Service Management. Best practices based on HP experience in ITSM consolidation. White paper

Table of contents. Standardizing IT Service Management. Best practices based on HP experience in ITSM consolidation. White paper Standardizing IT Service Management Best practices based on HP experience in ITSM consolidation White paper Table of contents Go!... 2 Benefits and challenges... 2 The HP approach to standardizing ITSM...

More information

HP Service Manager software

HP Service Manager software HP Service Manager software The HP next generation IT Service Management solution is the industry leading consolidated IT service desk. Brochure HP Service Manager: Setting the standard for IT Service

More information

Finding the right cloud solutions for your organization

Finding the right cloud solutions for your organization Finding the right cloud solutions for your organization Business white paper If you manage technology today, you know the story: everything is mobile, connected, interactive, immediate, and fluid. Expectations

More information

HP SOA Systinet software

HP SOA Systinet software HP SOA Systinet software Govern the Lifecycle of SOA-based Applications Complete Lifecycle Governance: Accelerate application modernization and gain IT agility through more rapid and consistent SOA adoption

More information

Private cloud computing

Private cloud computing White paper Private cloud computing Increase agility and reduce cost Increasing agility and reducing cost with cloud computing Table of contents 2 A time of big IT trends 3 As if IT needed more challenges

More information

Table of contents. Performance testing in Agile environments. Deliver quality software in less time. Business white paper

Table of contents. Performance testing in Agile environments. Deliver quality software in less time. Business white paper Performance testing in Agile environments Deliver quality software in less time Business white paper Table of contents Executive summary... 2 Why Agile? And, why now?... 2 Incorporating performance testing

More information

HP Service Manager software. The HP next-generation IT Service Management solution is the industry-leading consolidated IT service desk.

HP Service Manager software. The HP next-generation IT Service Management solution is the industry-leading consolidated IT service desk. software The HP next-generation IT Service solution is the industry-leading consolidated IT service desk. : setting the standard for IT service management solutions with a robust lifecycle approach to

More information

HP Software. Services. Increase the value of IT with HP s end-to-end consulting. Brochure

HP Software. Services. Increase the value of IT with HP s end-to-end consulting. Brochure HP Software Professional Services Increase the value of IT with HP s end-to-end consulting Brochure Our IT Service Management project with HP has an 18-month payback and now has given us a better understanding

More information

White Paper: AlfaPeople ITSM 2013. This whitepaper discusses how ITIL 3.0 can benefit your business.

White Paper: AlfaPeople ITSM 2013. This whitepaper discusses how ITIL 3.0 can benefit your business. White Paper: AlfaPeople ITSM 2013 This whitepaper discusses how ITIL 3.0 can benefit your business. Executive Summary Imagine trying to run a manufacturing business without a comprehensive and detailed

More information

HP CLOUDSYSTEM. A single platform for private, public, and hybrid clouds. Simply the most complete cloud system for enterprises and service providers

HP CLOUDSYSTEM. A single platform for private, public, and hybrid clouds. Simply the most complete cloud system for enterprises and service providers HP CLOUDSYSTEM A single platform for private, public, and hybrid clouds Simply the most complete cloud system for enterprises and service providers Solution brief It s a fact of life: cloud computing is

More information

HP Services Global Service Desk with esupport. Innovative technology and business processes that transform IT support for your employees

HP Services Global Service Desk with esupport. Innovative technology and business processes that transform IT support for your employees HP Services Global Service Desk with esupport Innovative technology and business processes that transform IT support for your employees Positioned in Leaders quadrant in Gartner s 2004 Magic Quadrant for

More information

Solution brief. HP CloudSystem. An integrated and open platform to build and manage cloud services

Solution brief. HP CloudSystem. An integrated and open platform to build and manage cloud services Solution brief An integrated and open platform to build and manage cloud services The industry s most complete cloud system for enterprises and service providers Approximately every decade, technology

More information

Transforming change: four steps toward more effective change management

Transforming change: four steps toward more effective change management Transforming change: four steps toward more effective change management Table of contents Executive summary...3 Speed and risk: challenges for IT change...3 Transforming change: requirements for better

More information

Brochure. ECM without borders. HP Enterprise Content Management (ECM)

Brochure. ECM without borders. HP Enterprise Content Management (ECM) Brochure ECM without borders HP Enterprise Content Management (ECM) HP Enterprise Content Management (ECM) Without question, the volume, variety, and velocity of data across your enterprise create new

More information

The top 10 misconceptions about performance and availability monitoring

The top 10 misconceptions about performance and availability monitoring The top 10 misconceptions about performance and availability monitoring Table of contents Introduction................................................................ 3 The top 10 misconceptions about

More information

Accelerate your move to the cloud with a Configuration Management System

Accelerate your move to the cloud with a Configuration Management System Accelerate your move to the cloud with a Configuration Management System Your path to cloud success with end-to-end visibility Business white paper Table of contents Executive summary...3 What is cloud

More information

Brochure Fast-track to advanced hybrid cloud HP Helion CloudSystem

Brochure Fast-track to advanced hybrid cloud HP Helion CloudSystem Brochure Fast-track to advanced hybrid cloud HP Helion CloudSystem Accelerate your journey to the cloud Why choose HP Helion CloudSystem? The industry s most complete, integrated, and open solution for

More information

agility made possible

agility made possible SOLUTION BRIEF CA IT Asset Manager how can I manage my asset lifecycle, maximize the value of my IT investments, and get a portfolio view of all my assets? agility made possible helps reduce costs, automate

More information

Agile and the cloud: why automating application deployment matters. Executive summary. Applications are the business

Agile and the cloud: why automating application deployment matters. Executive summary. Applications are the business Agile and the cloud: why automating application deployment matters Business white paper Executive summary Agile development methodologies and the cloud computing model have increased the pace of deployment

More information

SOLUTION BRIEF CA SERVICE MANAGEMENT - SERVICE CATALOG. Can We Manage and Deliver the Services Needed Where, When and How Our Users Need Them?

SOLUTION BRIEF CA SERVICE MANAGEMENT - SERVICE CATALOG. Can We Manage and Deliver the Services Needed Where, When and How Our Users Need Them? SOLUTION BRIEF CA SERVICE MANAGEMENT - SERVICE CATALOG Can We Manage and Deliver the Services Needed Where, When and How Our Users Need Them? SOLUTION BRIEF CA DATABASE MANAGEMENT FOR DB2 FOR z/os DRAFT

More information

Business white paper. Top ten reasons to automate your IT processes

Business white paper. Top ten reasons to automate your IT processes Business white paper Top ten reasons to automate your IT processes Table of contents 4 Data center management trends and tools 4 Today s challenge 4 What is next? 5 Automating the remediation of incidents

More information

IT AS A SERVICE BROKER

IT AS A SERVICE BROKER IT AS A SERVICE BROKER MIT Sloan CIO Symposium May 21, 2014 Thomas P. Roloff Senior Vice President EMC Global Services twitter: @TRoloff 1 Why Transformation? Business is Changing Faster Than IT Business

More information

HP Business Intelligence Solutions. Connected intelligence. Outcomes that matter.

HP Business Intelligence Solutions. Connected intelligence. Outcomes that matter. HP Business Intelligence Solutions Connected intelligence. Outcomes that matter. Figure 1: The gap between realized and expected business outcomes continues to widen. Organizations must close this gap.

More information

SAP ERP OPERATIONS SOLUTION OVERVIEW

SAP ERP OPERATIONS SOLUTION OVERVIEW SAP ERP OPERATIONS SOLUTION OVERVIEW YOUR SUCCESS Solving business problems is the general criterion for measuring success... SAP provides us with the powerful tools we need to solve our business problems.

More information

Successfully manage multiple suppliers

Successfully manage multiple suppliers Viewpoint paper Successfully manage multiple suppliers Achieve effective IT service delivery Table of contents 1 Manage and integrate multiple suppliers 1 See multisupplier environment challenges 2 Understand

More information

Global Service Desk. Superior end-user support for the Adaptive Enterprise. HP Services

Global Service Desk. Superior end-user support for the Adaptive Enterprise. HP Services Global Service Desk Superior end-user support for the Adaptive Enterprise HP Services The HP Global Service Desk is a cost-effective way to reduce the complexity of your IT organization while delivering

More information

Managed Desktop Services. End-user workplace management solutions for your distributed-client computing environment. HP Services

Managed Desktop Services. End-user workplace management solutions for your distributed-client computing environment. HP Services Managed Desktop Services End-user workplace management solutions for your distributed-client computing environment HP Services Managing your distributed-client computing environment If your IT organization

More information

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Processes and Best Practices Guide Document Release Date: July 2014 Software Release Date: July 2014 Legal

More information

Oracle Grid Computing Achieved

Oracle Grid Computing Achieved Oracle Grid Computing Achieved Service-oriented HP Adaptive Infrastructure offerings for Oracle Grid Computing and SOA Technology for better business outcomes Evolution of the next generation data center

More information

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project

More information

Enterprise Business Service Management

Enterprise Business Service Management Technical white paper Enterprise Business Service Management Key steps and components of a successful solution Table of contents Executive Summary... 2 Setting the goal establishing an IT initiative...

More information

Manage projects effectively

Manage projects effectively Business white paper Manage projects effectively HP Project and Portfolio Management Center and HP Agile Manager Table of contents 3 Executive summary 3 The HP Solution Invest in what matters most then

More information

HP End User Management software. Enables real-time visibility into application performance and availability. Solution brief

HP End User Management software. Enables real-time visibility into application performance and availability. Solution brief HP End User Management software Enables real-time visibility into application performance and availability Solution brief Figure 1 HP End User Management lets you proactively identify application performance

More information

agility made possible

agility made possible SOLUTION BRIEF CA Technologies and NetApp Integrated Service Automation Across the Data Center can you automate the provisioning and management of both virtual and physical resources across your data center

More information

Best practices in project and portfolio management

Best practices in project and portfolio management Business white paper Best practices in project and portfolio management Practical advice for achieving greater value and business benefits Table of contents 3 Introduction 3 The importance of best practices

More information

how can I deliver better services to my customers and grow revenue?

how can I deliver better services to my customers and grow revenue? SOLUTION BRIEF CA Wily Application Performance Management May 2010 how can I deliver better services to my customers and grow revenue? we can With the right solution, you can be certain that you are providing

More information

Change the game: IT SPM for the Agile Enterprise

Change the game: IT SPM for the Agile Enterprise Change the game: IT SPM for the Agile Enterprise Kevin Leslie, Software and Portfolio Sales Director, HP Software, EMEA. Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained

More information

HP and netforensics Security Information Management solutions. Business blueprint

HP and netforensics Security Information Management solutions. Business blueprint HP and netforensics Security Information Management solutions Business blueprint Executive Summary Every day there are new destructive cyber-threats and vulnerabilities that may limit your organization

More information

we can Automating service delivery for the dynamic data center of the future Brandon Whichard

we can Automating service delivery for the dynamic data center of the future Brandon Whichard Executive Brief Automate Service Delivery September, 2010 addressing today s problems while setting the stage for an agile infrastructure Automating service delivery for the dynamic data center of the

More information

CA Service Desk Manager

CA Service Desk Manager DATA SHEET CA Service Desk Manager CA Service Desk Manager (CA SDM), on-premise or on-demand, is designed to help you prevent service disruptions, better manage change risks, and provides a 360-degree

More information

Break the network innovation gridlock

Break the network innovation gridlock Break the network innovation gridlock HP Network Transformation Consulting Services Build next-generation networking You ve seen the demand for applications and services grow instantly. Your network is

More information

Transformation to a ITaaS Model & the Cloud

Transformation to a ITaaS Model & the Cloud Transformation to a ITaaS Model & the Cloud CIO Summit - Miami November, 2014 John Cullen Laddie Suk EMC Global Professional Services John.cullen@emc.com Laddie.suk@emc.com 1 Agenda Business Challenges

More information

Moving beyond Virtualization as you make your Cloud journey. David Angradi

Moving beyond Virtualization as you make your Cloud journey. David Angradi Moving beyond Virtualization as you make your Cloud journey David Angradi Today, there is a six (6) week SLA for VM provisioning it s easy to provision a VM, the other elements change storage, network

More information

HP and Business Objects Transforming information into intelligence

HP and Business Objects Transforming information into intelligence HP and Business Objects Transforming information into intelligence 1 Empowering your organization Intelligence: the ability to acquire and apply knowledge. For businesses today, gaining intelligence means

More information

Cross-Domain Service Management vs. Traditional IT Service Management for Service Providers

Cross-Domain Service Management vs. Traditional IT Service Management for Service Providers Position Paper Cross-Domain vs. Traditional IT for Providers Joseph Bondi Copyright-2013 All rights reserved. Ni², Ni² logo, other vendors or their logos are trademarks of Network Infrastructure Inventory

More information

SESSION 709 Wednesday, November 4, 9:00am - 10:00am Track: Strategic View

SESSION 709 Wednesday, November 4, 9:00am - 10:00am Track: Strategic View SESSION 709 Wednesday, November 4, 9:00am - 10:00am Track: Strategic View The Business of IT Provisioning Bill Irvine Transformation Strategist, Accelerate Innovation, VMware billirvine@comcast.net Session

More information

CA Service Desk Manager

CA Service Desk Manager PRODUCT BRIEF: CA SERVICE DESK MANAGER CA Service Desk Manager CA SERVICE DESK MANAGER IS A VERSATILE, COMPREHENSIVE IT SUPPORT SOLUTION THAT HELPS YOU BUILD SUPERIOR INCIDENT AND PROBLEM MANAGEMENT PROCESSES

More information

agility made possible

agility made possible SOLUTION BRIEF CA Private Cloud Accelerator for Vblock Platforms how quickly can your private cloud support the increasing demand for business services and accelerate time-to-value for your Vblock platforms

More information

ITIL v3 - IT Infrastructure meets IT Service

ITIL v3 - IT Infrastructure meets IT Service ITIL v3 - IT Infrastructure meets IT Service David Cannon ITSM Practice Principal HP 2006 itsmf USA. All rights reserved. Agenda Defining Service and Value from v2 to v3 Service Operation in ITIL v3 -

More information

how can you shift from managing technology to driving new and innovative business services?

how can you shift from managing technology to driving new and innovative business services? SOLUTION BRIEF Portfolio Transformation: Make Smart Portfolio Decisions how can you shift from managing technology to driving new and innovative business services? agility made possible Service Portfolio

More information

Service Virtualization:

Service Virtualization: Service Virtualization: Reduce the time and cost to develop and test modern, composite applications Business white paper Table of contents Why you need service virtualization 3 The challenges of composite

More information

HP Service Manager. HP s next-generation IT service management solution. Technology for better business outcomes.

HP Service Manager. HP s next-generation IT service management solution. Technology for better business outcomes. HP Service Manager HP s next-generation IT service management solution Technology for better business outcomes. IT Services Lifecycle in HP Service Manager HP Service Manager: Setting the standard for

More information

Becoming a Cloud Services Broker. Neelam Chakrabarty Sr. Product Marketing Manager, HP SW Cloud Products, HP April 17, 2013

Becoming a Cloud Services Broker. Neelam Chakrabarty Sr. Product Marketing Manager, HP SW Cloud Products, HP April 17, 2013 Becoming a Cloud Services Broker Neelam Chakrabarty Sr. Product Marketing Manager, HP SW Cloud Products, HP April 17, 2013 Hybrid delivery for the future Traditional IT Evolving current state Future Information

More information

Bridge Development and Operations for faster delivery of applications

Bridge Development and Operations for faster delivery of applications Technical white paper Bridge Development and Operations for faster delivery of applications HP Continuous Delivery Automation software Table of contents Application lifecycle in the current business scenario

More information

Choosing the Right Project and Portfolio Management Solution

Choosing the Right Project and Portfolio Management Solution Choosing the Right Project and Portfolio Management Solution Executive Summary In too many organizations today, innovation isn t happening fast enough. Within these businesses, skills are siloed and resources

More information

Best practices in demand management, project lifecycle management, and application lifecycle management

Best practices in demand management, project lifecycle management, and application lifecycle management Best practices in demand management, project lifecycle management, and application lifecycle management How HP PPM Center and ResultsPositive create improved business outcomes through visibility into business

More information

the limits of your infrastructure. How to get the most out of virtualization

the limits of your infrastructure. How to get the most out of virtualization the limits of your infrastructure. How to get the most out of virtualization Business white paper Table of contents Executive summary...4 The benefits of virtualization?...4 How people and processes add

More information

Table of contents. Best practices in open source governance. Managing the selection and proliferation of open source software across your enterprise

Table of contents. Best practices in open source governance. Managing the selection and proliferation of open source software across your enterprise Best practices in open source governance Managing the selection and proliferation of open source software across your enterprise Table of contents The importance of open source governance... 2 Executive

More information

HP Change Configuration and Release Management (CCRM) Solution

HP Change Configuration and Release Management (CCRM) Solution HP Change Configuration and Release Management (CCRM) Solution HP Service Manager, HP Release Control, and HP Universal CMDB For the Windows Operating System Software Version: 9.30 Concept Guide Document

More information

Ironside Group Rational Solutions

Ironside Group Rational Solutions Ironside Group Rational Solutions IBM Cloud Orchestrator Accelerate the pace of your business innovation Richard Thomas IBM Cloud Management Platforms thomas1@us.ibm.com IBM Cloud Orchestrator Business

More information

Understanding ITIL Service Portfolio Management and the Service Catalog. An approach for implementing effective service lifecycle management

Understanding ITIL Service Portfolio Management and the Service Catalog. An approach for implementing effective service lifecycle management best practices WHITE PAPER Understanding ITIL Service Portfolio Management and the Service Catalog An approach for implementing effective service lifecycle management Table of Contents Executive Summary...1

More information

CA Automation Suite for Data Centers

CA Automation Suite for Data Centers PRODUCT SHEET CA Automation Suite for Data Centers agility made possible Technology has outpaced the ability to manage it manually in every large enterprise and many smaller ones. Failure to build and

More information

HP IT accelerates service delivery with hybrid clouds

HP IT accelerates service delivery with hybrid clouds Case study HP IT accelerates service delivery with hybrid clouds Reduces deployment times from 3 months to 15 minutes with HP Cloud Service Automation Industry High Tech Objective Transform data centers

More information

HP Application Security Center

HP Application Security Center HP Application Security Center Web application security across the application lifecycle Solution brief HP Application Security Center helps security professionals, quality assurance (QA) specialists and

More information

Boost your cloud success

Boost your cloud success Brochure Boost your cloud success HP PartnerOne Service Provider Program (formerly known as HP CloudAgile Program ) Brochure HP PartnerOne Work with HP to tap into the revenue potential of the cloud. Design

More information

Addressing fundamental cloud questions for the enterprise

Addressing fundamental cloud questions for the enterprise Viewpoint paper Addressing fundamental cloud questions for the enterprise Take the first steps toward cloud computing Table of contents 1 Introduction 1 The evolving cloudscape 1 When to use cloud services

More information

The New Style of IT. Rob McMahon. Director Cloud Computing HP General Western Europe

The New Style of IT. Rob McMahon. Director Cloud Computing HP General Western Europe The New Style of IT Rob McMahon Director Cloud Computing HP General Western Europe Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without

More information

Address IT costs and streamline operations with IBM service request and asset management solutions.

Address IT costs and streamline operations with IBM service request and asset management solutions. Service management solutions To support your IT objectives Address IT costs and streamline operations with IBM service request and asset management solutions. Highlights Help service desk technicians become

More information

Dynamic Service Desk. Unified IT Management. Solution Overview

Dynamic Service Desk. Unified IT Management. Solution Overview I T S E R V I C E + I T A S S E T M A N A G E M E N T INFRASTRUCTURE MANAGEMENT Dynamic Service Desk Unified IT Management Achieving business and IT alignment requires having insight into hardware and

More information

Copyright 11/1/2010 BMC Software, Inc 1

Copyright 11/1/2010 BMC Software, Inc 1 Copyright 11/1/2010 BMC Software, Inc 1 Copyright 11/1/2010 BMC Software, Inc 2 Copyright 11/1/2010 BMC Software, Inc 3 The current state of IT Service How we work today! INCIDENT SERVICE LEVEL DATA SERVICE

More information

Business white paper. Be a multisourced. IT services broker. HP Service Integration and Management

Business white paper. Be a multisourced. IT services broker. HP Service Integration and Management Business white paper Be a multisourced IT services broker. HP Service Integration and Table of contents 3 Introduction 3 The business has already embraced multi-sourced services. 3 Short-term gain, long-term

More information

Simplify and Automate IT

Simplify and Automate IT Simplify and Automate IT The current state of IT INCIDENT SERVICE LEVEL DATA SERVICE REQUEST ASSET RELEASE CONFIGURATION GOVERNANCE AND COMPLIANCE EVENT AND IMPACT ENTERPRISE SCHEDULING DASHBOARDS CAPACITY

More information

HP ITSM Assessment Services Helping you reach the levels of service your business requires

HP ITSM Assessment Services Helping you reach the levels of service your business requires HP ITSM Assessment Services Helping you reach the levels of service your business requires HP ITSM Assessment Services are designed to help you achieve the IT service levels your business requires by reducing

More information

IT Service Management. The Role of Service Request Management

IT Service Management. The Role of Service Request Management RL Consulting IT Service Management The Role of Service Request Management Prepared by: Rick Leopoldi June 1, 2007 Copyright 2001-2007. All rights reserved. Duplication of this document or extraction of

More information

The Importance of Information Delivery in IT Operations

The Importance of Information Delivery in IT Operations The Importance of Information Delivery in IT Operations David Williams Notes accompany this presentation. Please select Notes Page view. These materials can be reproduced only with written approval from

More information

can you simplify your infrastructure?

can you simplify your infrastructure? SOLUTION BRIEF CA Virtual Desktop Automation for Vblock Platforms can you simplify your infrastructure? agility made possible You Can. With services that increase the speed of virtual provisioning on Vblock

More information

BMC and ITIL: Continuing IT Service Evolution. Why adopting ITIL processes today can save your tomorrow

BMC and ITIL: Continuing IT Service Evolution. Why adopting ITIL processes today can save your tomorrow BMC and ITIL: Continuing IT Service Evolution Why adopting ITIL processes today can save your tomorrow What does it mean to adopt ITIL? Implementing ITIL? Don t. That s outdated thinking. Today s successful

More information

Datacenter Management and Virtualization. Microsoft Corporation

Datacenter Management and Virtualization. Microsoft Corporation Datacenter Management and Virtualization Microsoft Corporation June 2010 The information contained in this document represents the current view of Microsoft Corporation on the issues discussed as of the

More information

Business white paper. Rethinking backup and recovery in the modern data center

Business white paper. Rethinking backup and recovery in the modern data center Business white paper Rethinking backup and recovery in the modern data center Table of contents 1 Meet new demands in the modern data center 1 Keeping up with exponential data growth 2 The non-stop IT

More information

Patient Relationship Management

Patient Relationship Management Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information

More information

Achieving Holistic Governance in Multisourced Environments

Achieving Holistic Governance in Multisourced Environments White Paper Achieving Holistic Governance in Multisourced Environments Effective Service Process Integration with ServiceNow and Cisco ServiceGrid Connecting Data, Evolving Support Our world is becoming

More information

Simulated tests, real results

Simulated tests, real results Business white paper Simulated tests, real results These companies are using HP Service Virtualization to overcome testing challenges, accelerate delivery, and improve quality. So can yours. Table of contents

More information

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode)

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode) HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Processes and Best Practices Guide (Codeless Mode) Document Release Date: December, 2014 Software Release

More information

HP ITSM best practices for HP OpenView Service Desk. HP Services

HP ITSM best practices for HP OpenView Service Desk. HP Services HP ITSM best practices for HP OpenView Service Desk HP Services Reduce effort, cost, and risk. Increase the business value of IT. IT organizations that are seeking to improve their operational effectiveness

More information

Applications Modernization

Applications Modernization Business white paper Applications Modernization Adapting and embracing change to drive financial and service efficiencies Business white paper Applications Modernization Table of contents 1 Getting started

More information

HP virtualization with VMware. Enabling end-to-end virtualization of IT resources

HP virtualization with VMware. Enabling end-to-end virtualization of IT resources HP virtualization with ware Enabling end-to-end virtualization of IT resources Whether you have 10 servers, 100 servers or 1,000 servers, the HP virtualization solution with ware can deliver savings, simplification

More information

CA Configuration Management Database (CMDB)

CA Configuration Management Database (CMDB) PRODUCT BRIEF: CA CMDB CA Configuration Management Database (CMDB) CA CONFIGURATION MANAGEMENT DATABASE (CMDB) HELPS YOU IDENTIFY AND UNDERSTAND THE DEPENDENCIES AND RELATIONSHIPS AMONG AND BETWEEN YOUR

More information

Organizing for the Cloud

Organizing for the Cloud Organizing for the Cloud Your business is ready to reap the rewards of the softwaredefined cloud era. Is your IT organization ready to deliver? By Kevin Lees, Principal Architect, VMware Global Operations

More information

Network Infrastructure Services

Network Infrastructure Services Network Infrastructure Services Creating the networks that enable adaptive enterprises HP Services Reinventing the enterprise network as a strategic asset The velocity of business is increasing dramatically.

More information

Creating and Maturing a Service Catalog

Creating and Maturing a Service Catalog Creating and Maturing a Service Catalog By Wendy Kuhn and Pam Erskine Third Sky, Inc. Introduction Developing a service catalog can seem like a simple marketing and communications activity or a daunting

More information

HP Systems Insight Manager and HP OpenView

HP Systems Insight Manager and HP OpenView HP Systems Insight Manager and HP OpenView Working Better Together to Deliver End-to-End Management, from Hardware Infrastructure to Business Service Availability Executive Summary... 2 Challenges of Managing

More information

HP Cloud Services Enablement portfolio for communications service providers: Compute Services. Solution brief

HP Cloud Services Enablement portfolio for communications service providers: Compute Services. Solution brief SCALEnow. HP Cloud Services Enablement portfolio for communications service providers: Compute Services Solution brief HP Cloud Services Enablement (HP CSE) for infrastructure as a service (IaaS) enables

More information

VALUE PROPOSITION FOR SERVICE PROVIDERS. Helping Service Providers accelerate adoption of the cloud

VALUE PROPOSITION FOR SERVICE PROVIDERS. Helping Service Providers accelerate adoption of the cloud VALUE PROPOSITION FOR SERVICE PROVIDERS Helping Service Providers accelerate adoption of the cloud Partnership with Service Providers Enabling Your Cloud Services in Complex Environments Today s challenge

More information

Quantifying the Value of Investments in HP Cloud Service Automation. An ROI White Paper

Quantifying the Value of Investments in HP Cloud Service Automation. An ROI White Paper Quantifying the Value of Investments in HP Cloud Service Automation An ROI White Paper Table of contents Executive overview... 3 Benefit categories... 3 Effective Cloud Service Automation: Managing the

More information

HP Software-as-a-Service (SaaS) operations overview. Customer handbook

HP Software-as-a-Service (SaaS) operations overview. Customer handbook HP Software-as-a-Service (SaaS) operations overview Customer handbook Table of contents Supported software............................................... 3 Knowledge base and forum........................................

More information