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

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

2 IT Services Lifecycle in HP Service Manager HP Service Manager: Setting the standard for IT service management solutions with a robust lifecycle approach to services support and delivery focused on business value Service Manager 7 has been awarded Pink Elephant s Enhanced PinkVerify status. Every day, your IT organization faces a set of competing challenges. On one hand, IT must adapt to constant change, greater complexity and expanding user demand. At the same time, IT must play an increasingly important role in driving overall business results. With so much riding on IT s shoulders, one fact becomes crystal clear: your enterprise simply cannot afford ineffective IT service management. Meeting those challenges requires the service desk to evolve, implementing new processes and practices to resolve service issues faster and more effectively. HP Service Manager software is, quite simply, one of the broadest, deepest and most cost-effective ways to build the service management capabilities your organization needs. HP Service Manager is a comprehensive and fully integrated IT service management software suite that enables IT to improve service levels, balance resources, control costs and mitigate risk exposure to the organization. HP Service Manager s complete and broad set of modules and components now deliver comprehensive core and extended functionality leveraged by the defined best practices IT Services Lifecycle. As espoused by ITIL V3 and introduced in May 2007, IT Services, as defined by IT and delivered to the business, are evolving through strategic design and transitioning into end-to-end production-based business value services. The capability to manage these services from a lifecycle approach with continuous improvement built into the governance model allows IT to truly optimize the value to the business. HP Software s Service Manager is at the core of our ITIL-based solutions, and combines with our powerful suite of Operations and extended Service Management Software to provide the most robust solutions in the market today. 2

3 Global enterprise organizations use HP Software to help keep their infrastructure ahead of the curve. Service Level Management Change Management Request Management Knowledge Management Catalog Help Desk Service Desk (Call Management) Incident Management Problem Management Scheduled Maintenance Self-Service Ticketing Configuration Management System Administration Windows and Web Client Foundation Integration ucmdb Foundation Customization and Tailoring Reporting HP Service Manager End-user Self Service Module Component End-user Self Service and Module 3

4 HP Service Manager Help Desk module Service Manager delivers a robust scalable solution as IT deployments expand across distributed enterprises. Comprehensive fit for purpose packaging starts with our core building blocks in our base Foundation and Help Desk module. The HP Service Manager Help Desk module helps your organization meet your challenges of providing key IT service support. Through best-in-class support for tracking and resolving interactions, incidents and problems, the Service Manager Help Desk module enables IT with an ITIL-aligned management tool to start with embedded best practice that will evolve with the demands of your business. HP Service Manager Help Desk module: Enables IT to quickly identify and resolve service outages Provides a central triage command center for all issues Tracks IT work and responsibility, providing visibility into service support Establishes a historical record of service disruptions and resolutions for reuse and analytics The HP Service Manager Help Desk module contains the following application components: Incident Management Problem Management End-user Interaction Management including self-service ticketing Scheduled Maintenance Incident Management HP Service Manager Incident Management automates the entire incident lifecycle, from the time a service disruption is reported through final service restoration. Incident Management promotes technician efficiency by providing visibility of in-depth configuration item (CI) information to help resolve incidents faster and achieve service level agreement (SLA) targets. Incident Management includes powerful out-of-the-box categorization, as well as routing and escalation workflows that can be triggered, based on criteria such as SLA, impact, urgency, CI, location or customer. Once an incident is resolved, Incident Management provides an automated feedback loop to validate the solution and capture it as knowledge for future use. Key benefits Helps reduce service restoration times Streamlines incident prioritization Enables capture and re-use of incident solution Enables SLA compliance 4

5 Problem Management HP Service Manager Problem Management implements IT Infrastructure Library (ITIL) best practices to find permanent solutions for recurring incidents. Problem Management handles the complete lifecycle by integrating incident and change management processes to apply a complete and closed-loop approach. Ultimately, as errors are resolved through the request for change process, open incidents are updated, and solutions are verified with the customer. Problem Management s default, out-of-the-box workflow is ITIL-compliant with separate records for problem and known errors. Organizations seeking to be ITIL-compliant can leverage built-in workflows or easily customize their own processes to meet unique needs. Effective problem management is based on the concept of harnessing past experiences in resolving problems by providing a means to document issues. When errors are discovered and resolved, they can be automatically published to the service desk, enabling the benefit of shared information for future problem solving. Problem Management highlights repetitive customer errors that can be remedied by enhanced training or documentation. Problem resolutions can be easily found and added to the appropriate documentation and training materials. Key benefits Facilitates ITIL-based identification and diagnosis processes Integrates with Incident Management and Service Desk to facilitate rapid information dissemination Enables faster resolution of open incidents 5

6 Interaction Management HP Service Manager Service Desk provides IT technicians with a central interface where all customer requests are channeled. Whether requests are initiated by a phone call, an message or the self-service interface, IT can centralize them, assign tasks, manage them and resolve issues efficiently. Service Desk is the vital first step to laying a foundation for value that is consistent with your service level objectives. Service Desk manages call information and the resulting interactions to completion. It gives service agents all the tools they need to document, capture and update information about a customer s reported issue, and then leverage knowledge management tools to maximize first call resolution. This frees technical specialists to work on more difficult issues. Solutions are captured and re-used when issues recur, and reports on overall service desk performance are easily generated. Scheduled Maintenance HP Scheduled Maintenance enables your IT organization to define, schedule and perform maintenance tasks, and it automatically generates the appropriate incident tickets, change requests or supply quotes. Scheduled Maintenance supports the definition and storage of as many maintenance tasks as your organization requires, and it communicates updates through a central location. The product s powerful workflow capabilities alert IT to when a maintenance task is due. In addition, Scheduled Maintenance can help in meeting regulatory requirements by providing a central repository of maintenance rules and a complete audit trail for reporting activities. An IT organization can demonstrate at a single glance complete maintenance schedules and histories. Furthermore, with the financial impact of 6

7 unplanned outages and the potential loss of business opportunities, IT departments should stay on top of hardware upgrades, operating system service releases and application updates that are necessary to keep a network running smoothly. Scheduled Maintenance allows IT departments to develop and implement a comprehensive maintenance plan to optimize the service life of their IT assets and reduce the cost of outages. HP Service Manager Foundation HP Service Manager Foundation provides IT organizations with the tools to build an agile, optimized service support and delivery organization. Empowered by configuration management capabilities that are federated with the ITIL-based HP Universal CMDB software, Service Manager Foundation helps improve IT operations. HP Service Manager Foundation: Provides a robust, highly scalable and cost-effective underpinning to HP s service management solution Optimizes service support and delivery by modeling and visualizing business services Connects to both HP and third-party applications using a broad range of integration and federation technologies Enables a lifecycle approach to managing IT services The HP Service Manager Foundation contains the following application components: Base Access Configuration Management repository and visualization Universal CMDB Foundation Web and Windows clients Pre-defined report analytics Integration capabilities Base Access HP Service Manager s base architecture helps to meet the needs of the most demanding IT organizations. Scalability HP Service Manager provides horizontal and vertical scaling capabilities to enable many thousands of users to operate concurrently, permitting the design of architectures that meet business needs, regardless of geographical or organizational constraints. Flexibility HP Service Manager s applications provide comprehensive out-of-the-box predefined process support, aligned along ITIL guidelines. Typically, however, organizations have unique requirements for the details of process, approvals, forms and views, data policies, data models and organizational structure. Service Manager provides a comprehensive toolkit of personalization, tailoring and customization capabilities to ensure that even the most complex requirements can be addressed while minimizing upgrade efforts. Global support Enterprises operating in a multinational or global environment need more than simple horsepower. HP Service Manager provides scalability and a number of additional capabilities to address issues such as comprehensive time zone support, multi-language capabilities and flexible architectural options. 7

8 Configuration Management The HP Service Manager Foundation s Configuration Management helps to establish the basis for effective IT service management by documenting the unique attributes of each configuration item (CI) in the infrastructure. Configuration Management provides a clear model of CIs and their relationships, dependencies, and associated service level agreements (SLAs). An integral feature is the ability to group CIs in a variety of ways to permit the consistent management of Business Services, Baseline groups and other more ad hoc collections. The resultant group is treated as a CI in its own right, meaning that the IT organization can manage processes based on the affected business service as opposed to individual infrastructure components. Furthermore, the repository CIs, relationships, related records such as incidents and changes can be viewed graphically using Service Manager s visualization capability. These capabilities support the Service Lifecycle Management capabilities delivered in Service Manager. 8

9 Universal CMDB Foundation HP Universal CMDB provides the federated hub that supports the configuration data requirements of the many domains, roles and processes within an organization. HP Service Manager Foundation provides both the base components of Universal CMDB and pre-built federation with Service Manager Foundation s Configuration Management component. The Universal CMDB Foundation provides a rapid upgrade path to its sophisticated discovery and application mapping capabilities, enabling the ability to automatically populate, maintain and reconcile the detailed one-version-of-the-truth view of the services that IT offers. Web and Windows clients HP Service Manager provides out-of-the-box options for agents to use either a Windows client platform or a browser-based web client. This permits IT service personnel access to all Service Manager functionality, regardless of factors such as location, bandwidth, hardware restrictions or remote access requirements. Integration connectors No process tool can exist in isolation. Integration with a wide range of coexisting platforms and applications is critical. Service Manager provides a number of integration options to ensure that it interacts fully with the IT environment and communicates seamlessly across silos. Out-of-the-box integration with a number of external messaging protocols, including , FAX, and pager, is provided as part of Service Manager Foundation. SC Automation provides legacy event handling capabilities. HP Connect-it software and integration connectors help IT create, test and administer integration scenarios between HP Service Manager and other external applications. Connect-it and integration connectors leverage industry-standard protocols and integrate with third-party information systems. The supplied Web Services API permits both publication and consumption of web services. Report analytics Using Crystal Reports, Service Manager Foundation provides raw data-to-desktop reporting. A supplied pre-defined set of reports offers a wide range of the most common reports from base-level metrics to performance, which can be supplemented with customer-specific data. 9

10 HP Service Manager Change Management module HP Service Manager Change Management module delivers change process automation with greater usability, workflow and integration. With Change Management, you can minimize disruptions to service, reduce operational risk, make more efficient use of personnel, and significantly improve alignment with business units. HP Service Manager Change Management: Respond faster to change requests Prioritize change processes based on departmental goals Monitor change processes in real time Mitigate the risk of unplanned outages 10

11 HP Service Manager Service Level Management module The HP Service Manager Service Level Management module is designed to help keep IT services aligned with business needs. It makes it easy to develop standardized service level objectives for calls, incidents, problems and changes, and thereafter allows you to construct service level agreements that can be applied to various CIs, people and business services. Once in place, SLAs become the automated mechanism by which IT tasks are prioritized and distributed. For example, when a business-critical service is disrupted, the associated SLAs will dictate how the people, processes and tasks are prioritized relative to other tasks in the queue. Response time and availability criteria are used to determine key thresholds; managers and technicians can monitor and respond to SLA-based tasks appropriately. Service Level Management also provides cost tracking. It provides line-item cost calculations for both parts and labor, and empowers IT to develop rules that limit spending according to contract parameters. HP Service Manager Service Level Management: Improves IT service alignment with business objectives Provides better measurements for prioritizing service tasks Aligns IT departments with service delivery goals Enables cost-based service delivery pricing 11

12 HP Service Manager Request Management module The HP Service Manager Request Management module provides a powerful, catalog-based back-end fulfillment capability for goods and services ordered via the Service Desk or the online, end-user Catalog module described below. It comprises the tools needed to configure a detailed catalog to coordinate requests for goods and services, an approval engine that processes the request, and fulfillment capabilities that allow for procurement and delivery of approved goods and services. At each stage, Request Management provides alerts to verify that each request is handled according to SLAs. Request Management automates the entire process, from initial request through delivery and distribution. Its Virtual Stockroom tracks existing inventory to quickly identify unnecessary orders, consolidate multiple orders for greater efficiency and cost savings, and automatically update Service Manager s CMDB. HP Service Manager Request Management: Streamlines request, quote, ordering and fulfillment processes Enables sequencing of fulfillment activities Reduces the costs of IT request and fulfillment services 12

13 HP Service Manager Knowledge Management module Knowledge-Centered Support an industry best practice for knowledge management, defined by the Consortium for Service Innovation, for which Service Manager 7 has received external certification. The HP Service Manager Knowledge Management empowers your staff and end users by enabling and leveraging organizational wisdom. A fully integrated module provides your end users and service desk personnel with speedy and accurate resolutions to their problems, either from a browser or directly from any Service Manager application screen. Knowledge can come from any Service Manager data source such as call interactions, incidents or known errors and it can be derived from any external data source. HP Service Manager Knowledge Management: Reduces re-work for your IT staff by leveraging knowledge Obtains the best answers in real time for both IT staff and end users Lowers the cost of ownership for your help desk and reduces call resolution time Increases your confidence with a solution built and certified on knowledge management best practices 13

14 HP Service Manager Service Catalog module The HP Service Manager Service Catalog module provides your organization with an IT shop window of all the goods and services that are available to the business. It automates workflow and streamlines the fulfillment and approval process, so IT can efficiently fulfill requests, reduce costs and improve customer satisfaction. The Service Catalog module gives your employees a fast, easy and cost-effective way to request and acquire the goods and services they need to do their work. The Service Catalog plays a major role in the new Service Lifecycle Management capability of Service Manager. Service Catalog now goes beyond a simple transactional approach to acquiring goods and services to permit a user or a department to create an ongoing subscription which can be managed, updated or canceled. This gives both IT and the business far more visibility and control. This new module is built on the HP Service Manager platform. Unlike standalone catalog tools, we provide pre-built out-of-the-box integrations with the other Service Manager modules, such as Service Level Management, Configuration Management, Change Management, Request Management and Service Desk, to enable a completely integrated solution built on one platform. HP Service Manager Service Catalog: Simplifies the process of defining and maintaining a standard set of user goods and services Enables a quicker, easier and friendlier ordering process for the end user Reduces the service desk s workload by raising and status-checking requests via the web 14

15 Complementary HP Software products AssetCenter software HP AssetCenter fully enables IT organizations to manage the physical, financial and contractual aspects of all IT assets, helping to control costs, manage inventory and improve utilization of IT resources. DecisionCenter software HP DecisionCenter Optimization helps your organization understand how investment changes in IT infrastructure and people will affect availability and services levels. HP DecisionCenter Analytics uses a data warehouse and business intelligence techniques to create a shared view of IT goals, performance and risk for IT managers, enterprise risk managers and business customers. Comprehensive training HP provides a comprehensive curriculum of HP Software and IT Service Management courses. These offerings provide the training you need to realize the full potential of your HP solutions, increase your network optimization and responsiveness, and achieve better return on your IT investments. HP Services Get the most from your software investment. HP provides high-quality software services that address all aspects of your software application lifecycle needs. With HP, you have access to standards-based, modular, multi-platform software coupled with best-inclass services and support. The wide range of HP service offerings from online self-solve support to proactive mission-critical services enables you to choose the services that best match your business needs. For an overview of HP software services, visit: To access technical interactive support, visit Software Support Online at: To learn more about HP Software Customer Connection, a one-stop information and learning portal for software products and services, visit: With more than 30 years experience meeting complex education challenges worldwide, HP knows training. This experience, coupled with unique insights into HP Software, positions HP to deliver the ideal training experience. For more information about these and other educational courses, visit: The smartest way to invest in IT HP Financial Services provides innovative financing and financial asset management programs to help you cost-effectively acquire, manage and ultimately retire your HP solutions. For more information on these services, contact your HP sales representative or visit: 15

16 To find an HP Software sales office or reseller near you, visit: Copyright 2007 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. Microsoft and Windows are U.S. registered trademarks of Microsoft Corporation. 4AA1-6148ENUS. November 2007 Technology for better business outcomes.

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