1. HP next generation consolidated service desk
Service Manager 7
HP next generation consolidated service desk
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Avitage Item ID: {{071C04D0-030C AFE-8100ED4AF318}}

2. The ITSM challenge
Demand from the business
Users & LOB
Improve service
CFO Value vs. Cost & ROI
Mergers & Acquisitions
CTO & Dev Team
New Initiatives
CIO & IT
Increasing complexity, value delivery, resource & cost pressures
Reactive mode vs. proactive mode
IT is caught in the crossfire between many constituents:
Lines of business that demand ever higher levels of service
End users that experience disruptions that must be addressed in a timely manner
The sometimes fragmented teams within IT who measure success by domain instead of IT or business metrics
The CIO who requires continuous cost control without sacrificing quality of service or the ability to meet new and evolving strategic initiatives
These initiatives include:
New business requirements
Consolidation of resources and processes
Automation to minimize the cost and risk associated with service disruptions
Given today's complex IT environment and continuous cost pressures, a traditional domain-based, reactive approach to managing IT services can no longer efficiently or effectively handle today's IT Operations.
IT must be able to guarantee service quality by mitigating risk through automated processes and best practices and establishing strategic control points.
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Avitage Item ID: {{039F3F2C AA8-BAC8-12FC759DE6C3}}
Incident & Call Mgmt
1,000’s of incidents
Problem Mgmt
Orchestration & Isolation
Configuration Mgmt
Manual, Automated
Change Mgmt
Monitoring & Events
Services, Request
& Service Catalog
Service Level Mgmt
Definition, Track & Report
Asset & IT Financial
Asset Lifecycle
Availability
Monitoring & Events
How do we capitalize on our ITSM investments and deliver value to the business?

3. Service Management is here
ITIL V3 brings service management in line with changing business needs and priorities, advancing technology and new governance models.
ITIL v
Linking strategy, applications and operations
Clarifying the business benefits
Improving usefulness and applicability
Making it easier to implement
Leveraging real-world advancements in tools, technology and relationships
The industry realized the end goal for ITSM was not process efficiency for efficiency sake.
The IT infrastructure library, the de facto best practice for ITSM, was updated to redirect the focus of IT from process efficiency to delivered service value.
The good news is that ITIL v3 is an evolution over the previous version, allowing us to take the gains that most companies made in ITSM and rationalize them against how IT is measured by the business.
A couple more key points are worth mentioning regarding ITIL v3
It covers more than just operations, focusing on all of IT as a integrated system between strategy, application and operation groups
It covers advancements in processes and technology that can really help service cost and quality. An example is Knowledge Management which was not really covered in ITIL version 2
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Avitage Item ID: {{3F447C10-816D-4271-B1A3-A95832C82EC9}}

4. HP Software approach IT Service Management
Continuously measure and optimize IT value to the business
Proactively monitor service levels to guarantee expected performance
Enable intelligent tradeoffs decisions between service cost and quality
Provide actionable KPIs based on the ITIL v3 service lifecycle
Right-size costs through service automation
Increase IT staff efficiency to reduce costs through standardized and automated best practices
Enable integrated end to end service delivery
Understand the complete TCO of delivered services
Enable integrated end to end service delivery (service catalog to release)
Understand the complete TCO of delivered services (allowing in-depth vendor management)
HP is not only leveraging the emerging service-oriented approach from ITIL V3. The principles of Continual Improvement, Cost Optimisation and Risk Management run through all of HP’s technology offerings.
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Mitigate risk through centralized and enforced processes
Minimize service disruptions through automated change control
Enable regulatory compliance and certification
Isolate and address potential sources of impact to the business based on financial priority
Integrate with business service management to transform IT into a strategic service provider

5. Introducing HP Service Manager 7.0
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6. HP Service Management Center
Dashboard
DecisionCenter
IT Performance Analytics
Business Impact Analytics
Decision Optimization
Service Manager is one component of several software publications within Service Management Center that help our customers to address their service management issues more completely.
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Avitage Item ID: {{ED90DFE4-DA0E-4D CEB85114BE0}}
Service Manager
Service Level Management
Change Management
Knowledge Management
Request Management
Catalog Management
Help Desk
AssetCenter
Asset Portfolio Management
IT Financial Management
Contract Management
Procurement
Software Asset Management
Change Control Management
Foundation
Process automation
Reporting
Universal CMDB
Third-party integrations

7. HP Service Manager 7.0 Industry-leading, mature, evolved
End-user Self Service
Module
Component
Service Level Management
Change Management
Request Management
Knowledge Management
Catalog
Self Service Ticketing
Scheduled Maintenance
Problem Management
Incident Management
Service Desk (Call Mgmt)
Help Desk
Foundation
Configuration Management
Foundation Components
FOUNDATION COMPONENTS. Note a more detailed ‘block slide is in the Backup section.
ITIL authoritative data store
Windows and web clients
Integration
uCMDB foundation
Customisation and tailoring
Workflow Engine
Administrative Toolkit
Reporting + ANALYTICS (DC)
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8. Service Manager is proven technology
Robust enterprise-class service management solution
Over 25 years of service management focus and experience
Comprehensive ITIL-aligned practices
Highly rated by independent experts
Most extensive service management solution available
Highly experienced support and enablement team geared for large organizations
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9. Service Manager helps you define and answer the right questions
What’s the right resource allocation for the service desk?
How long should an incident take to resolve?
How can we improve 1st call resolution?
Is our change process working as expected?
How often are we meeting service levels?
How long does it take to provision a new employee?
What should we be working on right now?
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10. Service Manager 7.0—key themes
Fully integrated service lifecycle management
Convergence of HP’s leading Consolidated Service Desk tools
Although the convergence of Service Desk and ServiceCenter to produce a single flagship Consolidated Service Desk tool for HP is a major even in itself, it is by no means the only major achievement of Service Manager 7.0.
Service Lifecycle Management will enable our customers to shift their way of thinking from a predominantly IT-centred mindset – concentrating on the individual components that are used to deliver services – to a more customer-centric, service oriented approach. This is in line with the latest industry thinking in ITIL V3.
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Technology and expertise to protect existing customers’ investment
Application and architecture enhancements
Wide range of integrations including Universal CMDB Federation

11. Service Lifecycle Management
Key themes
Manage individual or departmental subscriptions to services
Visualize the service + all constituent CIs, relationships and impacts
For an efficient and effective IT service delivery and support organization you need:
A proactive approach to minimize the impact of service disruptions on the business
The ability to aggregate all requests for changes and prioritize them based on business impact and IT ability
A single set of processes used across IT regardless of domain or discipline and facilitated through automation
IT processes and policy that is enforced and documented for recovery, analysis, and compliance; and
Automated access and entitlement that is based on business role or function
In summary, you need an automated and integrated ITSM solution that minimizes service disruption and guarantees service quality and cost to the business.
Let's examine what ITSM is, how to achieve it, and the high level value it provides.
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Embody ITIL V3’s Lifecycle and Continual Service Improvement
Publish and enforce IT’s offerings alongside costs and Service Levels
Track detailed service history for analysis and accurate reporting
To help fully articulate the business value of IT

12. Service Lifecycle Management
Reporting and Analytics
Usage/Chargeback
Service Optimization
6. Analyze/Optimize
Aggregate Demand
Prioritize Investments
Build and Test
1. Initiate/Design
ITIL v3
COMPONENTS OF SLcM:
Service lifecycle management is not simply another module piled on top of everything that is already there. It represents significant enhancements to, and integrations with, a number of components, including:
* Configuration Management
* Service Catalog
* Fulfillment Workflow
- Change, Request
- AC Integration
- CM, IDM Integration
* Service Support
- Service Desk, Incident, Problem, Change
* Service Level Management
Further integrations with SM are listed in a later slide; all of them have some impact upon the effectiveness of SLcM.
IT is increasingly challenged to cope with the wide range of demands placed upon it.
It is unable to present a consistent, enforceable catalog of its service offerings to its customers, even less be confident of delivering the various aspects of those services within the time, cost and quality contraints demanded.
Furthermore, it is a challenge to understand how those services perform and consequently difficult to identify those improvements that will bring maximum benefit to the business.
? How can I clearly articulate the services I offer to my customer ?
? How can I ensure the delivery of those services at the timescale, quality and cost that they demand ?
? What must I do to get a clear understanding of how IT services are performing in order to (a) address current demand and (b) identify areas for future improvement ?
Define/Discover
the first step is to define the services that IT offers in the appropriate level of detail. SLCM provides the ability to describe the service itself – information such as business owner, service levels, costs and service history – in detail. Additionally, Service Manager’s comprehensive Configuration management functionality allows us to model and visualize all of the components – as well as the relationships between those components – in great detail. This information comes both from the service modelling capabilities of Service Manager itself as well as through close integration with discovery tools, such as HP’s Universal CMDB application mapping capability.
Publish/deliver
Once a service instance has been defined, IT management can publish it through Service Manager’s browser-based online Catalog. Along with the service are described the differing service requests that can be made against it; for example, an service may offer differing mailbox sizes, as well as the option to cancel the account. The user selects the services he needs using a familiar shopping basket approach. SLCM supports both transactional – that is, a one-off delivery of goods and services – as well as subscription requests, where the relationship between the requestor and the service can be tracked and managed over time. The user can also select his desired Service Level Agreement after comparing the various costing options displayed.
Service Manager also provides out-of-the-box integration with the appropriate fulfilment workflow engines, such as Change Management and Request Management. Further workflow activity can be handled through Web Services integration with external tools.
Self service capabilities allow the end user to view the status of his requests – including the approval status – as well as details of his personal and departmental subscriptions.
Monitor + Support
Service Manager provides close integration with HP Software components such as Business Availability Center and Network Node Manager, as well as other third party enterprise management tools.
Any incidents, changes or requests opened in Service Manager are automatically linked to the affected services and invoke the most critical of the Service Level Agreements associated with those services, ensuring that the risk of breaching a service level agreement is minimised. Helpdesk agents have full visibility of this information.
Report/Analyze/Business Value/Optimize
SLCM tracks the entire history of all defined services to provide accurate service reporting and online dashboards.
In addition to these operational dashboards, IT can create robust reports and perform analytics by using HP Decision Center Analytics (DCA). The DCA integration exposes services and their related support metrics in rich and interactive reporting universes. Users can evaluate the historical business impact of IT performance, navigate impact from enterprise operating groups to business services, discover service discontinuities, and establish aligned measurement with the business. The use of these reports and analytic tools is crucial to being able to measure service performance and also in taking the final step in the service lifecycle involving the improvement and optimization of the way services are delivered and supported.
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Incident Management
Change Management
Problem Management
5. Support
ITIL v2
Business Service Modeling
Discovery
Service Level Definition
2. Define/Discover
Health Check
Service Level Monitoring
Event Generation
4. Monitor
Service Catalog
Service Selection
Value/Cost Statements
3. Publish/Deliver

13. Subscriptions; manage request lifecycle
Avoid “get and forget”
IT has visibility of services and who is using them
User knows what he has and how much it costs
Cancel
Service
Individual or
department
Subscription
Listing
Status
Link to Contact/Dept
Link to Service/CI
History
SLA Options
Custom Options
Related Changes, Incidents etc
Request
Support
New Subscription Request
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Modification Request

14. Service Lifecycle Management
Benefits
Deal automatically with the service, not the hardware and software components
Give IT control over its service offerings and articulate them clearly to the business
Deliver services at the timescale, cost and quality demanded
Save time, money and frustration for IT and the business
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15. Supported by wide ranging integrations
Events
Data
Process
SCAuto
Connect-IT
Web Services
Asset Center 5
Decision Center 2
Universal CMDB 7
Network Node Manager
Business Availability Center 7
Operations for Windows 7
Configuration Management 4.2
Operations for Unix 8
Identity Management
Project and Portfolio Management
Quality Center
Change and Configuration Mngr 3
Performance Insight
Operations Center (planned outage)
SAP SM
TeMIP
Messaging: Pager Fax
A selection of the most recent integration activity. Many more integrations also exist, both for Connect-It and SCAuto. As a general rule integrations between SM and other BTO products are free. Integration with other tools – including non-BTO components such as TeMIP – are licensable.
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16. Application and architecture enhancements—1
Valuable legacy Service Desk Functionality
Consolidated inbox (“TODO list”)
Views
Multiple item update 
Templates
Advanced Find
Security folders
Service based SLAs
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17. Application and architecture enhancements—2
Knowledge Management
Adaptive learning
Web and File Crawling
Utilise external knowledge sources
Change Management
Related change requests
Improves the large scale Release Management process
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18. Quote slide
“We were able to make the people who use the tool much more efficient, probably 40% more… As a result, we’ve been able to add new stores each year without needing to increase IT staff.”
IDC whitepaper: Determining the ROI from Deploying integrated IT Service Management – February 2006
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19. Summary—how SM7 can help you
Actively manage IT business value
Service lifecycle management
Continuously measure and optimize IT value to the business
Continual service improvement
Reduced infrastructure costs and international reach
Scalability and localization
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Industry leading service management ecosystem
HP Service Management solution

20. Summary – How SM7 can help you
Actively manage IT business value
Manage service from inception through definition to production and then retirement
Focus on the service and service value to ensure business value and alignment
Understand Business impact of IT services
Continuously measure and optimize IT value to the business
Proactively monitor service levels to guarantee expected performance
Enable intelligent tradeoffs decisions between service cost and quality
Provide actionable KPIs based on the ITIL v3 service lifecycle
Reduced infrastructure costs and international reach
Largest IT Service Desk implementations in the world are based on HP technology
Service Manager 7 has the industry’s most complete localization coverage
HP operates in over 170 countries
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Industry leading Service Management ecosystem
BTO portfolio supports ITIL v3 today
HP ITSM Leadership validated by the OGC
Greater HP Service Management Solution covering Services, Education, Software and Hardware

21. Why HP? Experience, breadth, and depth
People
Process
69,000+ dedicated services employees in 170 countries
5,000+ ITIL certified professionals
3,600+ active membership in PMI
1,000+ successful implementation/transformation projects
4000+ customers in service management
80+ education centers worldwide providing project management, ITIL, and HP software training to over 100,000 IT professionals
Technology
Industry
The global leader in service management software with over 4000 customers
6th largest software company in the world.
Integrated lifecycle solutions that deliver collaboration, quality and cost effective IT service management
5 current contributing authors of ITIL v3 refresh
6 fellows and 12 members of the Institute of Service Management, 6 ITIL® Luminaries
Involvement with development of ISO/IEC and other international standards
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