HP next generation consolidated service desk Service Manager 7 HP next generation consolidated service desk [Enter any extra notes here; leave the item ID line at the bottom] Avitage Item ID: {{071C04D0-030C-4740-8AFE-8100ED4AF318}}

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. [Enter any extra notes here; leave the item ID line at the bottom] Avitage Item ID: {{039F3F2C-2082-4AA8-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?

Service Management is here ITIL V3 brings service management in line with changing business needs and priorities, advancing technology and new governance models. ITIL v3 . . . 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 [Enter any extra notes here; leave the item ID line at the bottom] Avitage Item ID: {{3F447C10-816D-4271-B1A3-A95832C82EC9}}

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. [Enter any extra notes here; leave the item ID line at the bottom] Avitage Item ID: {{112F0CEA-F409-4AD3-923B-A5A1F0D6C469}} 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

Introducing HP Service Manager 7.0 [Enter any extra notes here; leave the item ID line at the bottom] Avitage Item ID: {{D426D6A2-F4A2-4AF9-98AC-B0FC3C3C95E2}}

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. [Enter any extra notes here; leave the item ID line at the bottom] Avitage Item ID: {{ED90DFE4-DA0E-4D75-8532-0CEB85114BE0}} 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

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) [Enter any extra notes here; leave the item ID line at the bottom] Avitage Item ID: {{3E2053CF-08F0-4831-8074-0C48ED3DA139}}

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 [Enter any extra notes here; leave the item ID line at the bottom] Avitage Item ID: {{BC8B694E-AA10-464C-A9DC-F6F4EA2C8224}}

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? [Enter any extra notes here; leave the item ID line at the bottom] Avitage Item ID: {{4F93EFD6-8865-4F08-B72D-55BDB9FD5537}}

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. [Enter any extra notes here; leave the item ID line at the bottom] Avitage Item ID: {{931B6CC0-1CE7-4778-B4C3-05030B8E79DB}} Technology and expertise to protect existing customers’ investment Application and architecture enhancements Wide range of integrations including Universal CMDB Federation

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. [Enter any extra notes here; leave the item ID line at the bottom] Avitage Item ID: {{40F50E48-9BD3-4F36-84CB-70AEC73283EC}} 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

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 email 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. [Enter any extra notes here; leave the item ID line at the bottom] Avitage Item ID: {{835287DD-1B24-44BC-ADD1-E416672787AD}} 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

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 [Enter any extra notes here; leave the item ID line at the bottom] Avitage Item ID: {{7A650B5A-7D18-4129-A204-08F5C8A624A3}} Modification Request

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 [Enter any extra notes here; leave the item ID line at the bottom] Avitage Item ID: {{9A2E499E-491E-4FF3-A225-FB8B180CBB3D}}

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 Email 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. [Enter any extra notes here; leave the item ID line at the bottom] Avitage Item ID: {{37478DD0-732A-4694-B7E1-A770CF5F62C0}}

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 [Enter any extra notes here; leave the item ID line at the bottom] Avitage Item ID: {{B80B396B-C63E-4E7C-9EA2-B841AB940CFD}}

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 [Enter any extra notes here; leave the item ID line at the bottom] Avitage Item ID: {{1435A5F8-BA8A-4F95-B38A-666675D8BEF1}}

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 [Enter any extra notes here; leave the item ID line at the bottom] Avitage Item ID: {{545E3FB4-1B3A-44F0-A6B7-9F4B903F92F3}}

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 [Enter any extra notes here; leave the item ID line at the bottom] Avitage Item ID: {{EEC9DC3A-1F1A-4042-B391-477BC1DC63FA}} Industry leading service management ecosystem HP Service Management solution

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 [Enter any extra notes here; leave the item ID line at the bottom] Avitage Item ID: {{BF3C7658-3AAA-4FC6-B161-3029BEAB75BD}} 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

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 20000 and other international standards [Enter any extra notes here; leave the item ID line at the bottom] Avitage Item ID: {{89252930-A019-42F8-93C3-F378512BAA8E}}