Service Management Peter Williams Managing Consultant OV Solutions Team Hewlett-Packard Company

Session Objectives... To answer these questions: What is IT Service Management? What are the core components of IT Service Management? How can this be achieved? How do you REALLY do it? What I want to discuss with you is three simple thoughts, so simple they take only seven words to express… ideas that may seem obvious and even not worth stating… but we’re finding that our environment is changing so fast, the confusion level is so high, the claims being made are so expansive, that it’s time to go back to basics and make sure all of us, and all of you, and the rest of the world know what OpenView really stands for. You’re going to see and hear more of this from us in the months to come, as we base our 1999 communications on these simple ideas. So first let’s talk about the statement “OpenView works.” The obvious response is “let’s see you back that up with hard data…”

What is IT Service Management? ITSM drives services up Process flow Costs Services Input Output The IT factory What I want to discuss with you is three simple thoughts, so simple they take only seven words to express… ideas that may seem obvious and even not worth stating… but we’re finding that our environment is changing so fast, the confusion level is so high, the claims being made are so expansive, that it’s time to go back to basics and make sure all of us, and all of you, and the rest of the world know what OpenView really stands for. You’re going to see and hear more of this from us in the months to come, as we base our 1999 communications on these simple ideas. So first let’s talk about the statement “OpenView works.” The obvious response is “let’s see you back that up with hard data…” ITSM drives costs down

Service Management Model Managing Expectation Managing Information Managing Resources

The Essential Elements hp Products People Customers tell us that OpenView works not just because it’s great software, but because it embraces everything needed to do management right. Most important is that OpenView provides the right combination to form a complete solution: software, approach, services, partners, company. CUSTOMER: [Olivier: Telecom Italia is in the Prague audience. They have approved and would appreciate being mentioned in your keynote…] Telecom Italia -- the #6 telecom operator worldwide -- has chosen OpenView for three very large management projects in 1) Outsourced Network services 2) Customer Care 3) Lotus Notes Outsourcing services. Their customer service center supports 400 operator's workstations, which OpenView manages. The projects have been extremely successful thanks to the completeness of the OpenView offering and the HPC deployment [what does HPC mean? GM to ask Cesare]. The OpenView deployment was decided in spite of an initial choice that Telecom Italia made for Tivoli that did not bring the expected results. Process x y z a b

People It’s the people who will make or break the project Pro-active communication is essential Roles & responsibilities must be clear Migration will be important and needs detailed planning Perhaps you also have people related project objectives Challenge of skills scarcity Customers tell us that OpenView works not just because it’s great software, but because it embraces everything needed to do management right. Most important is that OpenView provides the right combination to form a complete solution: software, approach, services, partners, company. CUSTOMER: [Olivier: Telecom Italia is in the Prague audience. They have approved and would appreciate being mentioned in your keynote…] Telecom Italia -- the #6 telecom operator worldwide -- has chosen OpenView for three very large management projects in 1) Outsourced Network services 2) Customer Care 3) Lotus Notes Outsourcing services. Their customer service center supports 400 operator's workstations, which OpenView manages. The projects have been extremely successful thanks to the completeness of the OpenView offering and the HPC deployment [what does HPC mean? GM to ask Cesare]. The OpenView deployment was decided in spite of an initial choice that Telecom Italia made for Tivoli that did not bring the expected results.

Process A series of inter-dependent management & operational activities May traverse organisation and/or geography In fact the process ‘model’ defines your product integration needs… IT Infrastructure Library Public domain Best practice Addresses full service management spectrum Customers tell us that OpenView works not just because it’s great software, but because it embraces everything needed to do management right. Most important is that OpenView provides the right combination to form a complete solution: software, approach, services, partners, company. CUSTOMER: [Olivier: Telecom Italia is in the Prague audience. They have approved and would appreciate being mentioned in your keynote…] Telecom Italia -- the #6 telecom operator worldwide -- has chosen OpenView for three very large management projects in 1) Outsourced Network services 2) Customer Care 3) Lotus Notes Outsourcing services. Their customer service center supports 400 operator's workstations, which OpenView manages. The projects have been extremely successful thanks to the completeness of the OpenView offering and the HPC deployment [what does HPC mean? GM to ask Cesare]. The OpenView deployment was decided in spite of an initial choice that Telecom Italia made for Tivoli that did not bring the expected results.

Product Frameworks were popular - but 75% of implementations don’t succeed (Gartner) Building block approach is more flexible The ‘right’ integration is important Investment protection is a must 3 core functional areas to consider: Availability Deployment Service Management Customers tell us that OpenView works not just because it’s great software, but because it embraces everything needed to do management right. Most important is that OpenView provides the right combination to form a complete solution: software, approach, services, partners, company. CUSTOMER: [Olivier: Telecom Italia is in the Prague audience. They have approved and would appreciate being mentioned in your keynote…] Telecom Italia -- the #6 telecom operator worldwide -- has chosen OpenView for three very large management projects in 1) Outsourced Network services 2) Customer Care 3) Lotus Notes Outsourcing services. Their customer service center supports 400 operator's workstations, which OpenView manages. The projects have been extremely successful thanks to the completeness of the OpenView offering and the HPC deployment [what does HPC mean? GM to ask Cesare]. The OpenView deployment was decided in spite of an initial choice that Telecom Italia made for Tivoli that did not bring the expected results.

Product Integration Traditional "point" solutions "Process-Enabling" Technologies Process A Process D Process C Process E Process B Process n.. Customers tell us that OpenView works not just because it’s great software, but because it embraces everything needed to do management right. Most important is that OpenView provides the right combination to form a complete solution: software, approach, services, partners, company. CUSTOMER: [Olivier: Telecom Italia is in the Prague audience. They have approved and would appreciate being mentioned in your keynote…] Telecom Italia -- the #6 telecom operator worldwide -- has chosen OpenView for three very large management projects in 1) Outsourced Network services 2) Customer Care 3) Lotus Notes Outsourcing services. Their customer service center supports 400 operator's workstations, which OpenView manages. The projects have been extremely successful thanks to the completeness of the OpenView offering and the HPC deployment [what does HPC mean? GM to ask Cesare]. The OpenView deployment was decided in spite of an initial choice that Telecom Italia made for Tivoli that did not bring the expected results. Many "disconnected" technologies No process linkages Technologies tied to process Complete with process linkages

management repository Desktop Administrator OpenView Portfolio HP OpenView IT Service Management Console IT Service Management HP OpenView Enterprise Console Operations Management Mainframe Management Solve:Operations ~400 OpenView Partner Solutions Application & System Man. IT/Operations ManageX GlancePlus/MWA/PV SMART Plug Ins Network Man. Network Node Manager NetMetrix Desktop & Software Man. IT/Administrations Desktop Administrator Software Distributor Storage Man. OmniBack II OmniStorage IT Service Man. IT Service Manager Security Man. Access Manager Node Sentry Customers tell us that OpenView works not just because it’s great software, but because it embraces everything needed to do management right. Most important is that OpenView provides the right combination to form a complete solution: software, approach, services, partners, company. CUSTOMER: [Olivier: Telecom Italia is in the Prague audience. They have approved and would appreciate being mentioned in your keynote…] Telecom Italia -- the #6 telecom operator worldwide -- has chosen OpenView for three very large management projects in 1) Outsourced Network services 2) Customer Care 3) Lotus Notes Outsourcing services. Their customer service center supports 400 operator's workstations, which OpenView manages. The projects have been extremely successful thanks to the completeness of the OpenView offering and the HPC deployment [what does HPC mean? GM to ask Cesare]. The OpenView deployment was decided in spite of an initial choice that Telecom Italia made for Tivoli that did not bring the expected results. Network Access Network Systems Apps Databases Desktop UNIX Mainframe NT NetWare

Service Model = Business Impact

In Conclusion HP OpenView is the enabling technology “Service Level Management is the process of managing a delivered IT service, in terms of quality, quantity and cost **” The essential elements are People, Process and Product. HP OpenView is the enabling technology Customers tell us that OpenView works not just because it’s great software, but because it embraces everything needed to do management right. Most important is that OpenView provides the right combination to form a complete solution: software, approach, services, partners, company. CUSTOMER: [Olivier: Telecom Italia is in the Prague audience. They have approved and would appreciate being mentioned in your keynote…] Telecom Italia -- the #6 telecom operator worldwide -- has chosen OpenView for three very large management projects in 1) Outsourced Network services 2) Customer Care 3) Lotus Notes Outsourcing services. Their customer service center supports 400 operator's workstations, which OpenView manages. The projects have been extremely successful thanks to the completeness of the OpenView offering and the HPC deployment [what does HPC mean? GM to ask Cesare]. The OpenView deployment was decided in spite of an initial choice that Telecom Italia made for Tivoli that did not bring the expected results.