what’s new with hp service manager · increase user satisfaction quickly resolve problems empower...

© Copyright 2014 Vivit Worldwide © Copyright 2014 Vivit Worldwide

What’s New With HP Service Manager May 22, 2014

© Copyright 2014 Vivit Worldwide

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Today’s Speakers

Michael Pott

ITSM Product Marketing Manager

HP Software

Scott Knox

Senior Product Manager ITSM

HP Software


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© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 7 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

What’s New With HP Service Manager

Michael Pott, HP Software, ITSM Product Marketing

Scott Knox, HP Software, ITSM Product Management

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 8

This is a rolling Roadmap and is subject to change without notice.

Forward-looking statements

This document contains forward looking statements regarding future operations, product

development, product capabilities and availability dates. This information is subject to

substantial uncertainties and is subject to change at any time without prior notification.

Statements contained in this document concerning these matters only reflect Hewlett

Packard's predictions and / or expectations as of the date of this document and actual

results and future plans of Hewlett-Packard may differ significantly as a result of, among

other things, changes in product strategy resulting from technological, internal corporate,

market and other changes. This is not a commitment to deliver any material, code or

functionality and should not be relied upon in making purchasing decisions.


This is a rolling (up to three year) Roadmap and is subject to change without

notice.

HP confidential information

This Roadmap contains HP Confidential Information.

If you have a valid Confidential Disclosure Agreement with HP, disclosure of the Roadmap

is subject to that CDA. If not, it is subject to the following terms: for a period of 3 years

after the date of disclosure, you may use the Roadmap solely for the purpose of

evaluating purchase decisions from HP and use a reasonable standard of care to prevent

disclosures. You will not disclose the contents of the Roadmap to any third party unless it

becomes publically known, rightfully received by you from a third party without duty of

confidentiality, or disclosed with HP’s prior written approval.


Agenda

ITSM essentials for success

Why HP Service Manager

HP Service Manager latest

HP Service Manager next

Where to go from here

What’s new With HP Service Manager


Challenging budgets, emerging trends and growing complexity

IT Service Management is changing ...

Public

clo

ud

●●

Service levels

Mobility

SaaS

Consumerization of IT

Multiple suppliers Private cloud

Self-service

Dec

en

trali

zati

on

of

IT

BY

OD

Sta

nd

ard

iza

tio

n C

om

plia

nce

Big data

So

ftw

are

au

dit

s


IT Service Management essentials for success

Reduce

Business and

Operational

Risks

Increase

Service

Quality

Improve

Staff

Efficiency


Ignore them … and be in trouble

Failed audits

Service disruptions

Fail to meet

business and user

needs

Dissatisfaction

Ineffective use

of IT resources

Less time spent

on providing

service


Be a service management

hero.


Meet the challenges, be a hero

Drive compliance

and pass IT

audits

Control and

minimize risk

Deliver superior

service quality

Empower IT end

users and

business units

Increase agility and

responsiveness

Move to ticketless


Polling question

When do you plan to move to the latest version of HP

Serivce Manager? o I am already on the latest version

o Within the next 3 months

o Within this year

o Next year

o I don’t know yet

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

HP Service Manager latest


HP IT Service Management solution Simplify your IT service management with connected intelligence

Service Portal

Configuration Management System (CMS)

Discovery

Service Desk • Incident

• Problem

• Knowledge

• SLAs

Change

Management • Planning

• Approvals

• Impact/risk

• Virtual CAB

Request

Fulfillment • Self service

• Goods and Services

• Approvals

• Provisioning

Asset

Management • Software Licenses

• Contracts

• Governance

• Costs

IT Performance Metrics


HP Service Manager 9.3x overview

Service Manager 9.31

• Self-service support and

customization for Service

Request Catalog

• SM-UCMDB Integration

• CLIP Downtime Management

• Localization for 14 languages

(mobile: 4)


• Fast time-to-value with

Process Designer for Help

Desk

• Service Request Catalog –

flexibility, dynamics

• Mobility – anytime, anywhere

access

• Usability enhancement for

more ease of use

• Simple to integrate with

RESTful APIs

• IPv6, FIPS & CAC support


• Increased usability with new

attachment handling

• Service Request Catalog

enhancements for a

remarkable user experience

• Modernization for Chrome

support

• Deployment Manager


HP Service Manager Process Designer

Helps to automate process

workflows

Simplified, efficient best practices

Based on ITIL and HP Service

Management Reference Model

• Service desk

• Incident management

• Problem management

• Knowledge management

• Change management

Fast time-to-value for key IT

processes

Simple customization for your

organization’s needs

Provides a simple design and

communications tool for the

business

More efficiency with simple and efficient process customization


Polling question

Do you plan to use HP Service Manager Process

Designer within the next 12 months? o I am already using Process Designer

o Yes, I plan to use it for change management

o Yes, I plan to use it for help desk and/or knowledge management

o I’ll wait until service request management is available on Process Designer

o No, I have no plans to use Process Designer


What’s new in Service Request Catalog

Service catalog enhancement

• Dynamic user option

• Configurable OOB checkout panel

• Date-time validation upon user

option

Mobility

• Support for iOS (Apple iPad),

Google Android based tablets

Usability improvement

• Type-ahead

• Multiple columns in lookup field

Migration tool

Increased flexibility


Self ticketing

Improve efficiency with anytime, anywhere access

HP Service Manager mobile interface

Reduce service

tickets

Increase user

satisfaction

Quickly resolve

problems

Empower self-

service agents

Enable executives

Mobilize IT

Collaboration


Usability enhancements

• “mini” close icon closes tab with one click

• Quick jump from pull down list to section

• New indicator shows fields with more information

• User asked if wish to extend session

• Same input box for command line & universal

search

• Real time related records and attachment

counters

• Attachment improvements


HP Service Manager licensing

HP Service Manager

On-premise

Suite licensing options

Classic solution

Floating & named user

licenses

CapEx

HP Service Manager

Subscription

Pay as you go

Named user per month

Low upfront cost

Flexible and easy

OpEx

Choose the licensing option that is best for you


Polling question

Are you using HP Service Manager Service Request

Catalog? o Yes

o No


HP Service Manager next


Simplify your IT Service Management with Connected Intelligence

Intelligent Service Desk

Connected

Intelligenc

e

Simplification

Automation

Enterprise capabilities

Intelligent

analytics

• Intelligent Ticketing

• Problem Hunter

• Embedded time period

management and calendar

• Integrated with change

• Clean white flat style UI

• Auto-complete

• Date picker

• Pop-up message bar

• Incident case exchange

• Deployment Manager

• Integration support for

multiple HP OMi servers

• Survey support for Medallia

Automation

Enterprise

capabilities

Intelligent

analytics

Simplification

This is a rolling (up to three year) Roadmap and is subject to change without notice.


Usability enhancements

Simplification for increased efficiency


New color theme

Improved readability

Flat style

New iconography

User experience

Auto complete

Date picker

Message display

enhancements

Time period

management &

calendar Auto Complete

All product views are illustrations and might not represent actual product screens.


Incident case exchange

Exchange incidents across service desks

On-board new providers with low cost

and risk

Increase work efficiency and accelerate

incident resolution

Common integration framework for

exchanging incidents across service

desks

Up-to-date data synchronization

between service desks

Hide multi-supplier complexities and improve service quality



ITSM Deployment Manager

Automates installation, deployment

and sizing based on out-of-the-box

best practices

Fine-tunes configuration and protects from

bad tuning

Facilitates patching and binary upgrade

Includes integrations with SM, UCMDB, RC,

AM

Deployment time and ROI dashboard

Agentless, only requiring remote access

Standardized deployments to reduce TCO and shorten TTV




Intelligent ticketing

Shorten the time required to

create new tickets

Automated categorization and

assignment of tickets

Automated field population based on

unstructured input data

Improve information quality

IDOL adapter for HP Service

Manager

Better call routing, quicker resolution times

Propose and Auto

populate fields

Based on unstructured

input




Intelligent ticketing example

Image based self-service ticketing

Automatic ticketing by attaching a picture

The picture is recognized and analyzed

for further auto-categorization and auto-

assignment

Improves business user experience

Takes self-service ticketing to the next

level of simplification

Turn data into answers for automated incident remediation




Problem hunter

Reduce time to problem

identification with automatic

incident hot topic analysis

Automatically discover incident

trends

Based on analysis of unstructured

data

Initiate proactive problem

management

IDOL adapter for HP Service

Manager

Turn data into answers for automated incident remediation




If you only take away 3 things:

1 Latest trends and

technologies put a

lot of pressure on IT.

The right ITSM

approach can turn

this pressure into

opportunities.

2 Superior service

quality, increased staff

efficiency and

minimized risk are

critical for a successful

IT and critical to

become a true

business partner

3 HP Service

Manager’s connected

intelligence simplifies

ITSM, increases

automation, and

increases service

quality and user

satisfaction


Where to go from here

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 37 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Looking for

more

information? www.hp.com/go/itsm

www.hp.com/go/itsmblog

www.twitter.com/hpitsm

http://www.hp.com/go/itsm

http://www.hp.com/go/itsmblog

http://www.twitter.com/hpitsm


HP Discover is the ultimate showcase technology event for

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the new style of IT. Choose from hundreds of sessions on key

topics like Cloud, Security and Risk Management, Mobility,

and dozens targeted at your key business priorities.

When: June 10–12, 2014

Where: The Venetian | The Palazzo, Las Vegas, Nevada

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