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© Copyright 2015 Vivit Worldwide Service Anywhere March 2015: Big Data Service Desk March 24, 2015.

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Presentation on theme: "© Copyright 2015 Vivit Worldwide Service Anywhere March 2015: Big Data Service Desk March 24, 2015."— Presentation transcript:

1 © Copyright 2015 Vivit Worldwide Service Anywhere March 2015: Big Data Service Desk March 24, 2015

2 © Copyright 2015 Vivit Worldwide Brought to you by

3 © Copyright 2015 Vivit Worldwide Hosted by Bill Sheridan Vivit Minnesota Chapter Leader Vivit Chicago Chapter Leader

4 © Copyright 2015 Vivit Worldwide Today’s Speaker David Baron Distinguished Technologist Senior Product Manager HP Service Anywhere Chuck Darst Senior Product Marketing Manager HP Software

5 © Copyright 2015 Vivit Worldwide Housekeeping This “LIVE” session is being recorded Recordings are available to all Vivit members Session Q&A: Please type questions in the Questions Pane

6 © Copyright 2015 Vivit Worldwide Webinar Control Panel Questions Toggle View Window between Full screen/window mode.

7 © Copyright 2015 Vivit Worldwide HP Discover Las Vegas 2015 June 2 – 4, 2015 at The Venetian Resort in Las Vegas. All members can Register Now via the unique Vivit link and you will receive a $300 off the $1795 for HP Discover 2015Register Now Deep Dive Sessions will be offered on Monday, June 1st from 1:00 – 5:00 pm. Find more information on website under the training section. ____________________________________________

8 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Service Anywhere The Big Data SaaS service desk March 2015 Release

9 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. A new style of IT is emerging Speed Simplicity Innovation Time to value f

10 © Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. IT service management success imperatives Improve Staff Efficiency Improve Service Quality Improve Customer Satisfaction

11 © Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Service Anywhere The multi-tenant SaaS Service Desk built on HP Haven Service Portfolio Management Service Catalog Employee self service Knowledge Management Request Management & Fulfillment Idea and Proposal Management Surveys SACM Software Asset Management Financial Management Stock Management Contract and Vendor Management Engaging Collaboration Social Self-service Actionable Analytics UCMDB Tablet Smart Phone Integrations Embedded Big Data OOB Best Practices Codeless Configuration Continuous Delivery Incident Management Problem Management Change Management Service Level Management Release Management Analytics Reporting

12 © Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Big Data changing the way end-users and IT collaborate End Users Help each other and themselves Relevant and current knowledge Increase self-sufficiency reducing tickets Agents/Operators IT service desk staff for Incident, Problem, Change Management, … Increase IT staff efficiency handling tickets Become proactive Analysts & Process Managers Improve Processes Ensure Service Quality and customer satisfaction Quickly & Easily

13 © Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. March 2015 Service Anywhere Release SM Quick Wins SM-IDOL integration; Turkish Increase IT Customer Satisfaction Understand your users better, empower them to be self-sufficient, resolve their requests faster, let employee propose ideas IT Process Scalability and Maturity Reduces change risk, increases IT scalability, promotes best practice standardization Optimized Control with Big Data Asset Management Understand service and asset allocations, cost, and use, ITAM assisted ITSM processes, …

14 © Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Increase IT Customer Satisfaction Self Service Portal Beautiful new design –IT can shine in front of its customers Anticipates user’s needs and guide them to solve issues – and reduce tickets Live Support Respond and resolve user issued even faster – maximize First Call Resolution Connected Intelligence – past solutions, existing outages, diverse knowledge bases Surveys Take the pulse of the user community – with a design that makes it easy to repond! Understand the trends and results clearly with Big Data analytics Ideation and Proposal End users can propose ideas and suggestions to improve services IT can map align demand to business priorities and execution

15 © Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Release Management Manage large change deployments within the context of a well governed release CI Detection Easily associate devices with a Change with a simple copy and paste action Great for creation of changes that affect dozens (or hundreds hundreds) of devices Assignment Engine Design your route automation definition(s) Great for organizations with large ticket volumes and work groups Service Level Management / General Focus on Scalability SAW’s customer base has increasing and growing scale requirements We have optimized important processes to handle the growing demand IT Process Scalability and Maturity

16 © Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Optimized Control with Big Data Asset Management Asset Management Manage CI life cycles, automate key processes (e.g. stock fulfillment, contract renewal, …) Fully integrated with key ITSM use cases (e.g. Access contracts, fulfill break/fix/replace support processes, …) Gain a financial picture of IT asset portfolio and investment Import, Reconciliation, and Enrichment Synchronize and enrich service and CI data with greater control Reporting Expanded Big Data reporting capabilities provide more visibility into operational performance, financial investment, and process improvement analytics

17 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Service Anywhere is changing the game for ITSM 1 By promoting self- sufficiency so users can help themselves and help each other to improve customer satisfaction and reduce tickets 2 3 By providing fast time to value through a continuous delivery process made possible by a modern architecture and codeless configuration By leveraging big data throughout the solution to improve staff efficiency, customer satisfaction and service quality

18 © Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Try it now! For more information and the latest news

19 © Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 30 Day Free Trail

20 © Copyright 2015 Vivit Worldwide Thank you Complete the short survey and opt-in for more information from HP Software.


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