What s New With HP Service Manager and Universal CMDB December 18, 2014

Transcription

7 Service Manager 9.40 Universal CMDB 10.20: What s new December 2014

8 Agenda What s new with HP Service Manager and Universal CMDB Introduction Service Manager 9.40 Smart Analytics Demo Universal CMDB and Discovery Q&A

9 Why do ITSM customers care? Dynamism What we expect Separation of core versus context Mosaic business processes Networks of affiliated specialists Aggressive innovation schedules What we ll need Ability to manage hyper-diverse environments services, people Real-time sense and respond engines adapt digital and human processes Digital supplier management

10 HP Service Manager helps you meet these challenges Superior service quality Productive IT end users and business units Agility and responsiveness Moving to ticketless Drive compliance and pass IT audits Control and minimize risk

11 HP Service Manager The Big Data service desk Smart Analytics Easy, fast & accurate ticket handling, hot topic analytics Superior simplicity New UI, reporting with 100+ instant reports Time to value Process Designer, Deployment Manager, out-of-the-box best practices for fast implementation Best in class change management, solutions Mobility access from everywhere

12 New in Service Manager 9.40 Transformed user experience Modern user experience and productivity brought by redesigned interface Process reporting Role-based dashboards and reporting accessible from all processes Big Data expansion Extension of Hot Topics Analytics to additional processes Process agility Codeless configuration with Process Designer and new simplified request fulfillment Process content Enhanced out-of-box process content for core ITSM processes

13 Service Manager Reporting Easy to use, interactive and customizable dashboards for all processes Near real-time reporting Fresh data to proactively monitor service performance and to take necessary actions Low TCO 100+ out of box reports; intuitive UI helps to create more easily Personalized and role-based dashboards Only show what you need to see Flexible distribution methods Printing, exporting (PDF, MS Excel and HTML) Scheduled distribution ( , File Server)

14 HP Service Manager Process Designer Simple and efficient process customization with codeless configuration Helps automate process workflows Fast time-to-value Simplified, efficient best practices Based on ITIL and HP Service Management Reference Model Service desk Incident and problem management Knowledge management Change management Request fulfillment Service level management

15 Service Manager 9.40 New request fulfillment Process agility, automated fulfillment New request model and enhanced task planner Based on Process Designer for codeless configuration Automated rule-based ticket assignment, fulfillment and ticket closure Lightweight asset lifecycle tracking with order/stock management, and UCMDB update Integration with Asset Manager for chargeback support

16 Service Manager 9.40 Higher service quality with improved service level management New agreement structure ITIL aligned records to effectively define relationships and targets Process designer workflow control Easily build and maintain agreements under proper process control New features, best practices and KPIs Quickly implement, monitor and report service delivery success

17 Service Manager 9.40 Survey Flexible and easy to use Automatically poll end user satisfaction via Surveys can be sent to the specified contact at the end of each incident, problem, configuration, change, request and interaction Trend reports provide insights and identify areas to improve Can be customized to add, update and delete questions to address your organization s business needs

18 Service Manager 9.40 More, more... Other ITIL process improvements Improved incident, problem and change management (e.g., incident parent/child relationship, handling for major problems, change proposal process) Improved configuration management UCMDB browser widget embedded into Service Manager Data model utility Entity relationship diagram helps to generate reports and identifies the impact for potential changes Reference missing report

19 HP ITSM Deployment Manager Simple installation of Service Manager and Smart Analytics Reduce time to value (TTV) Simple UI Automated deployment and sizing Reduce total cost of ownership (TCO) Automated configuration Automated patching Better experience Enhanced support experience Automated recommendations Allows to create HP ITSM Appliance Service Manager, Universal CMDB, Universal Discovery, Configuration Manager, Release Control

20 Competitive But service there desks is more only... see this...

21 What is the impact of unstructured data? Private Traditional Hybrid Public Machine data Blind spots Human information Your structured Your data structured data 10% of ALL your 10% data of ALL your data With HP Haven, Service Manager extends its reach to the other 90% of the data universe unstructured data Mobile IT/OT Search engine Transactional data Documents, spreadsheets Texts Video Audio Social media Images

22 HP Service Manager Smart Analytics Leverage Big Data for your service desk Agent Smart Ticket Efficient: Automatically categorize, understand the impact and assign; quick training Hot Topic Analytics Actionable and fast: Problem resolution based on unstructured data from all Service Manager processes Smart Ticket Simple and fast: Open an incident via screenshot or natural language description Problem manager End-user

23 Hot Topic Analytics completely configurable A revolution in reporting and trend analysis using unstructured service desk data Can be configured to use multiple Service Manager data sources Changes, requests, incidents, Can be configured to turn data into action you specify, for example Identify trends in one set of data and subsequently develop linkages with other data Can run on top of Service Manager reporting results to provide further insights If you can imagine a use case, you can probably do it We help make your use case reality For qualified Early Adopters*, we can help you apply Smart Analytics to use cases you want to implement All we ask is for some form of customer testimonial or reference (1:1 or 1:many) *NOTE: Participation in the Early Adopter Program is limited please contact your HP sales rep

24 HP Service Manager 9.40 Transformed user experience Modern user experience and productivity brought by redesigned interface Process reporting In-tool reporting accessible from all processes Big data expansion Extension of Hot Topics Analytics to additional processes Process agility Codeless configuration with Process Designer and new simplified Request Management process Process content Enhanced out-of-box process content for core ITSM processes

25 HP Service Manager: Three things to remember: 1 Service Manager is an integrated and automated enterprisescale service desk that improves staff efficiency, reduces risk and increases service quality 2 3 Service Manager now Service Manager s outof-the-box best practices and process designer simplify IT process implementation and customization for fast time to value for all key IT processes leverages Big Data and a new UI for an engaging user experience and increased IT productivity which is changing the game

26 Demo

27 Universal CMDB and discovery

28 HP Configuration Management System A comprehensive and integrated configuration management solution HP Universal CMDB Highly capable CMDB with more than 30 out-of-the-box integrations HP Universal Discovery Market leading agent, agent-less and passive Discovery capabilities HP UCMDB Configuration Manager Increase data quality, compliance, policies and analytics HP UCMDB Browser The only user interface in the industry to bring data to everyone

29 OMi/BSM HP Universal CMDB The foundation for your configuration management system HP Universal CMDB Single version of truth Service Manager Integrate Federate Universal discovery Normalize Enrich Reconcile Display Search Report Enable Services Asset Manager Service Anywhere IT environment Standardization, change control, Compliance and business continuity Project and Portfolio Management Your IT service or application that rely on IT data

30 Introducing...HP s Automated Service Modeling Business owner Defines service entry point(s) Clicks Start Modeling Sits back and watches as a service map appears

31 End-to-end Service Maps Cloud services/isp s Automatically discovered and modeled business services With end-to-end visibility Accuracy Up-to-date Clusters User Mainframe User User Firewall Network / Load Balancer Employees Web servers Web services Application servers/ composite applications Databases Databases Virtual, physical or hybrid environments How many accurate, up-to-date Service Maps do you have? Storage

32 Why HP Automated Service Modeling? Reduce time to value of modeling services Focus on what matters the service context Save time and money by modeling services faster Rely on existing knowledge Service owners can initiate modeling of their services from the intuitive user interface UCMDB admin can be consulted in case of advanced discovery topics Leverage breadth of leading universal discovery Most comprehensive discovery content in the industry Constant tracking of changes in the business service infrastructure Use model services in your entire processes Business services are shared with SM for change, incident or problem management, or with BSM and other solutions

33 The Business Value of Automated Service Modeling Understand Change Impact Avoid service Disruptions Authorize changes wisely Transparency and close loop Understand the impact of an infrastructure change on your business services. Is this change critical? Which services might be impacted? Learn what might be the reason for a service disruption. Disruptions usually occur due to change Which configuration changes might have caused cause disruption? Plan your changes based on accurate maps Don t just assume things are out there Drill from services to infrastructure including networks and storage Share data among your processes Use the same service definitions for all your processes including change and monitoring

34 Demo

36 Thank you