Moving beyond ticket management with Service Anywhere; fast affordable and on demand.
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1 HP Software Navigate 2014 Moving beyond ticket management with Service Anywhere; fast affordable and on demand. Donnie Morgan SaaS Presales Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
2 Today s agenda - Morning program 09:45 10:00 Welcome and introduction Raymond Huner Country Director, HP Software Nederland 10:00 10:20 The Navigation Journey to Service Excellence Jeroen Kortsmit Commercial Director, Royal Dirkzwager 10:20 11:00 Think BIG, start small when connecting the dots for running the New Style of IT Erik van Busschbach Global Chief Technology Officer for IT Management at Software Professional Services 11:00-11:20 Coffee Break Some Service Excellence Testimonials 11:30-12:10 Integrated BSM and ITSM supporting the Detection to Correction process Rob Akershoek Solution Architect, an oil company 12:10-13:30 EmerginFrom reactive isolated element monitoring to proactive integrated Business Service Monitoring (NL session) Jan Goudriaan Projectleider Gemeente Rotterdam & Tom Flipse Symfoni 12:30-13:30 Lunch at the Networking Zone 2 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
3 Today s agenda - Afternoon program Afternoon Breakout Sessions 13:30 14:00 Improve your overall IT service quality with proactive problem management Service Management / Propel Martyn Birchall HP 14:05 14:35 Manage change effectively and comprehensively with a reliable Configuration Management System CMS and Discovery Frank van Veen HP Moving beyond ticket management with Service Anywhere; fast affordable and on-demand. Service Anywhere Donald Morgan HP Customer case: Thales Transportation Systems Partner session Arcade ICT Bart Smit Thales Transportation Systems What s new in BSM? BSM Liron Lichterman HP Get clear and transparent analytics across your entire IT Operations Bridge Liron Lichterman HP Taking back control of your IT service life cycle CMS and Enterprise Maps Erik van Busschbach HP Application Rationalization & Agile Delivery Do more with less, faster PPM/APM, Agile Manager Andre Sibov InovaPrime 14:35 15:00 Coffee break 15:00 15:30 Get your Assets right Asset Management Lucas De Lamper Symfoni Customer case: Thales Transportation Systems Partner session Arcade ICT Bart Smit Thales Transportation Systems BSM (service monitoring) light and how to maximize the value of Service Delivery to the Business BSM Light Andre Sibov InovaPrime Fix problems before your (mobile) users are impacted Application Performance Management (APM) & APM for Mobile Xavier Chevalier HP 15:40 16:15 An IT Management Transformation Experience Workshop Aernoudt Bottemanne Client Principal Software Professional Services, HP &Kees Van Den Brink Solution Architect, HP 16:15 17:00 Closing Cocktail Let s Navigate! 3 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
4 Moving beyond ticket management with Service Anywhere; fast affordable and on demand making social collaboration the new normal Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
5 Service Anywhere March Release 2014 This is a very impressive upgrade! - an existing Service Anywhere Customer Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
6 A New Style of IT is emerging. Social Cloud Mobility Big Data New Style of IT Simplicity Driven by the Businesses 6 Innovation New IT Delivery Models Time to Value Bridging Consumer & Enterprise Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Enabling Business Growth
7 Social I nsigh T Engaging Social Collaboration Intelligent Self-Service Turbo-charged Analytics Delivered for Business, Users and IT Intelligently connected into One conversation 7 Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
8 HP Service Anywhere All Core Functionality & More service Built management specifically for in IT the Service cloud Management and SaaS HAVEn embedded Collaboration Intelligent Selfservice Powerful Analytics UCMDB Tablet Smart Phone Integrations Codeless Configuration Incident Management Problem Management Change Management Service Catalog Request Management & Fulfillment Service Level Management Employee Self Service Knowledge Management Service Portfolio Management Service Asset & Configuration Management Stock Management Contract Management 8 Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
9 HP Service Anywhere and HAVEn the only Service Desk with Big Data capability What is HAVEn? HP s industry leading big data platform Service Anywhere embeds Autonomy and Vertica The best answers are presented faster to service desk employee self service users through superior knowledge delivery by search across ubiquitous data Faster resolution times as agents receive suggested solutions proactively as they enter data Capture and inclusion of social collaboration into usable business IP that can be shared through search (future) Trends are identified early by analytics so the service desk can be proactive in response 9 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
10 March 2014 Highlights Change Calendar Impact Visualization Hot Topic Analytics CTI / Live Support Stock Management Vendor and Contract Management Event Feed / Incident Home Assisted Expression Configuration Record Audit Trail 10 Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
11 Making Social Collaboration the New Normal Promotes business relevant conversations between users Grows business context knowledge organically creating valuable IP Self service users post questions and assist each other New IT certified articles can be created from existing posts 11 Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
12 Ask Friends/Help Friends engaging and fun; IT still controls Business Community Users can define profiles of expertise Profiles are further enhanced each time a user answers a question or works on a certain problem ticket Search Based Matching Forum posts are matched with Expert Profiles Experts are proactively sent requests to help out 12 Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
13 Change Calendar Visualize change plans in the new Forward Schedule of Changes Identify scheduled maintenance windows Flag changes that fall outside planned maintenance Track planned and ongoing change status Identify collisions with Black Out Periods
14 SRM: Real Time Support and CTI Agent Real Time Support Optimized experience for live phone based support Caller details including their recently opened requests Conversation thread recording Context driven proactive suggestions of Solutions and Support Offerings Computer Telephony Integration (CTI) Integrate to telephony systems Take calls and quick start tickets with pre-populated caller information
15 Actionable Hot Topics Analytics Hot topic maps provide an analysis of important interest areas Powered by HAVEn/IDOL analytics of unstructured data March target focuses on two use cases: Find hot Social Q&A and SRM Topics and use to create KM Article content Find hot Incident Topics and use to create Problem records
16 Localization Localized UI in 17 languages GA English languages (Arabic, Czech, Hebrew, Hungarian, Korean, Polish, Simplified Chinese, Turkish, Brazilian Portuguese, French, Japanese, Spanish, German, Russian, Dutch, Italian Translated Documentation and Online Help in 10 languages (GA+60) Brazilian Portuguese, Dutch, French, German, Italian, Japanese, Korean, Russian, Simplified Chinese, Spanish Documents: Release Notes (PDF) How to Install the On-premise Bridge Agent document (PDF) Service Anywhere Article Packaging Tool document (PDF) 16 Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
17 Pricing & Packaging Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
18 Service Anywhere Pricing and Packaging Hosting + Use of Software + Support + CSM No change to basic pricing Service Anywhere UD pricing USD$60/OSI Unlimited ESS users (new) 15 minimum users PS and partners offering go-live and foundation packages 18 Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
19 What Customers and Partners are Saying 19 Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
20 Why Service Anywhere? Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
21 HP Trusted SaaS Operations High availability with a guaranteed 99.9% availability with industry leading credits if SLA not met Fast time to value with seamless application updates so enhancements are at your finger tips without any painful upgrade process Regional data centers staffed by HP that ensures your data is secure, and access controlled A world wide community of ITIL/ITSM experts to draw on for training and services Proven SaaS provider with a 90%+ renewal rate 21 Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
22 Only Service Anywhere SaaS Native Big Data Multitenant Architecture State of the Art User Experience HAVEn - Vertica and Autonomy ITSM Process Depth and Focus Robust UCMDB Integration Codeless Configuration Smart Service Desk Automation
23 Our new easy to try, no hassle experience Get a 30-day free trial for up to 10 users with demo data Learning center has how to videos, white papers, and service documentation Pronq has it s own YouTube channel English only at this time 23 Click here to register for your free trial and visit the HP ITSM Blog at Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
24 Sales Resources 1 Visit the Sales or Partner Portals for more on Service Anywhere 2 Read our ITSM blog 3 Learn about HP SaaS on the official SaaS site 5 4 Deal Assist: WinSPM@hp.com and/or BeatServiceNow@hp.com and SaaS pricing calculator Read more about HAVEn 6 See and share videos Sneak Peek of HP Service Anywhere Service Anywhere Animated Overview 24 Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
25 Partners 25 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
26 HP Software Navigate 2014 Thank you Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
27 HP Software Navigate 2014 Demo Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
28 Backup Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
29 Incident Management New Incident Landing Page Text search Feed View gives visibility to records of interest Incident Favorite Inbox widgets Create reusable Incident Models and Task Plans 29 Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
30 Service Level Management Hierarchical escalation notifications Work schedules and Schedule Exceptions New SLT reports Achievement % Reporting Breach/Achievement breakdown 30 Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
31 User Experience Improvements Improved Grid experience 31 Optimized for small large and large screens experiences Grid and preview now take the full height of the screen for simplified scrolling Preview is now collapsible Small form factor / tablet improvements: Full screen dialogs with no more scrolling needs Drop down based header submodules menu for small factors Multi select filtering in grids Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
32 FY14 Promotion 5 user minimum Lets grow the customer base strategically **** Official Offer Coming Soon ***** Sell now with PM approval Same Target Market Applies Same product functionality Same hosted infrastructure Same standard support IB or New LoB SME central IT competitive accounts No Customer Success Manager Not intended for SMBs 32 Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
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