HP and the Intelligent Service Desk (SPM Product Updates) March 6, 2014

Transcription

1 Copyright 2014 Vivit Worldwide HP and the Intelligent Service Desk (SPM Product Updates) March 6, 2014

2 Brought to you by Copyright 2014 Vivit Worldwide

3 Hosted by Laura Walker Vivit Director HP Service Management SIG Leader Copyright 2014 Vivit Worldwide

4 Housekeeping This LIVE session is being recorded Recordings are available to all Vivit members Session Q&A: Please type questions in the Questions Pane Copyright 2014 Vivit Worldwide

5 Webinar Control Panel Toggle View Window between Full screen/window mode. Questions Copyright 2014 Vivit Worldwide

6 Inteligant Servuse Desk Scott Knox Chuck Darst HP Software

7 Welcome to our webinar! Scott Knox SR Product Manager ITSM Chuck Darst HP Sr. Product Marketing Manager 7

8 The framework What are we doing here today Is Considerations Roadmap HP and analyst insight Slides and Demo Includes Technical detail A sales pitch Specific timelines Car chases Is not Does not include Desired Outcome 8 Provide you information and considerations to help you plan and deliver better service to your consumers in the face of the changing IT landscape

9 IT landscape Gartner top 10 technology trends

10 Old style of IT lights on IT management Traditional Reactive Point tools Your structured data Silos Point integration Manual s processes Multiple environment s A sea of red 10% of ALL your data = Limited by classic SQL data, manual process & point integrations 10

11 The HP Response This is not a sales slide 11

12 New style of IT what s 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 Explosion of unstructured data Mobile IT/OT Search engine Transactional data Documents, spreadsheets Texts Video Audio Social media Images 12

13 A New Style of IT is emerging. Cloud Social Mobility Big Data Simplicity New Style of IT Innovation Time to Value Driven by the Businesses New IT Delivery Models Bridging Consumer & Enterprise Enabling Business Growth 13

14 ITSM Investment Themes On Premise SaaS Hybrid Modernized UI Codeless configuration Simplification/integration Multi-supplier management Modernized UI Codeless Configuration Multi-tenant architecture Multi-supplier management Service Manager for IT, Service Anywhere for LOB Powered by HAVEn 14

15 What s next for Service Anywhere? Automate Improve 15 Visualize Manage your IT asset and contracts portfolio Change Analytics & Automation Increase employee satisfaction with multichannel support live chat, , telephony Change Scheduling & impact Multi-item Catalog Requesting and Integrated visualization Automation Enhanced in-tool reporting with Connect Incident Management to Service over time and actionable Manager and event management unstructured data analysis of hot topics Accelerate request fulfillment and increase asset utilization with stock management Enhanced Analytics and KPIs for continuous service improvement and service management maturity increase Automate request to order and receiving with IT Procurement Operationalize your application releases more successfully with Release Management

16 This is a rolling (up to three year) Roadmap and is subject to change without notice. HP Service Manager - next IDOL integration Advanced help desk capability powered by knowledge Case Exchange Exchanging Incidents across service desks Usability improvements New change calendar Auto-complete Date Picker Improved readability Deployment Manager New solution to accelerate deployment and integrations 16 All product views are illustrations and might not represent actual product screens.

17 HP Software Visions of an Intelligent Service Desk February 2014

18 Target Consumers Information Casual Users IT Agents Automation 18

19 The era of big data Data is doubling every months Through 2015, 85% of Fortune 500 organizations will be unable to exploit big data for competitive advantage - Gartner Research, Information 2020: Big Data and Beyond, 24 July 2013 By 2015, 4.4 million jobs will be created around big data - Gartner Research, Gartner Symposium/ITxpo 2012, Big data: the next frontier for innovation, competition and productivity - McKinsey Global Institute Report, May

20 Big Data landscape Annual Growth ~100% Machine Data 90% of Information Human Information ~10% Business Data 10% of Information 20

21 Big data, big benefits for IT service management Dramatically reduce the number of tickets into IT Detect issues and trends earlier for faster, improved response Improve service quality Connect IT and the business into one conversation 21

22 Information management Governance Define the information management process Assure information quality and control target audience access Breaking information silos Bring in existing content under consolidated management Index information in distributed systems Smart information leverage Apply service knowledge to service management cases Reuse ongoing service management work as first-class information 22

23 Target Consumers Information Casual Users IT Agents Automation 23

24 Enable a social employee self service Intuitive and Integrated All employees access to knowledge, services, and support. Proactively content delivery based on user profile and current inquiry context Universal access web, tablet, smart phone Customers can define their own themes/skins Social Post questions to your peers Expertise and peer relationship matching Share comments and ratings Reward user behavior through gamification Service Oriented Browse a catalog of services and offerings Read service related news, knowledge, FAQs Request service specific support 24

25 Automate everything Demo use cases 25 Proactive delivery Multi-source and multi-media Mine the social mind with social insight

26 Target Consumers Information Casual Users IT Agents Automation 26

27 Empower the IT agent Intelligent service desk Auto-categorization: Saves the end user time, effort and guesswork Improves customer satisfaction by reducing complexity in submitting an interaction Maximizes IT efficiency through better interaction assignment due to improved accuracy of its categorization Problem assessment Saves time and expense of manually sifting through thousands of incidents to try to determine patterns Intuitively displays impact of potential problems based on cluster size of related incidents Reduces time to problem identification and resolution 27

28 Target Consumers Information Casual Users IT Agents Automation 28

29 Increasing IT agility with a private cloud using cloud automation and orchestration to deliver services in a timely manner and with consistency and compliance. Rapid delivery of server cluster - 6 days down to 1 day & VMs - 1 day down to 15 min 90% of installation processes automated 85% reduction in cost of provisioning infrastructure Dramatic improvement in quality and reliability of deployment Process standardization across three datacenters (common repository, tools and implementation) Automated tasks and Transformed IT operations with: HP Data Center Automation HP Cloud Service Automation 29 Copyright Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

30 This is a rolling (up to three years) Roadmap and is subject to change without notice Extend Processes Automation Libraries Accelerate Implementation and Process Maturity Infrastructure and Cloud Orchestration Provides content and integrations across the entire traditional IT and Cloud fabric Integration with OpenStack/HP Cloud, Amazon (VPC, ELB), VMWare, Microsoft DevOps Orchestration Accelerates the release of application changes across development, test, staging and production Integration with various Dev-Test Ecosystem Tools (Ant, Groovy) and HP CDA OO 10.0 Accelerate Implementation with operations, integrations and Process Automation flows 30

31 Business Proven Use Cases 1. Closed-Loop Incident Management 2. Automated Change Management, End-to-End Provisioning: Infrastructure to Applications 3. Security Ops, Vulnerability Management 4. DevOps (1-Click Deploy) 5. Cloud Orchestration (HP Cloud, OpenStack) 6. SAP: Change Management 7. Disaster and Recovery Testing 31

32 ROI for Automation WAS NOW Deploy security patch 2 days 3 minutes 99+% Discover network vulnerability 2 weeks 2 minutes 99+% Automate compliance (ex, 800 servers) 32 weeks 2 days 99+% Provision new storage 4-8 hours 15 mins 90% Manage incidents High alert volume 65+% auto $4M savings Deploy app updates to 2600 servers 2 weeks 20 minutes 99% Provision & configure 600 Windows servers 3-4 months 2 weeks 85% Automatic health-check 80+ sev1 incidents/week 1 incident/wk 99% 32

33 So what can you do next Try Service Anywhere at e/service-anywhere Visit us at Discover in Las Vegas Connect to the ITSM blog 33

34 Looking for more information? HP Websites HP Service Anywhere* HP HAVEn HP ITSM HP SoMe ITSM HP Service Anywhere is a SaaS service desk with Social Insight and embedded big data capability Free 30-day trial at 34

35 Thank you Complete the short survey and opt-in for more information from HP. Copyright 2014 Vivit Worldwide

36 Thank you