©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

Session ID: BTOT-WE-1145/2 Twitter hashtag #HPSWU

©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

Speaker Name: David BaronDate: Wednesday, December 1, 2010Session ID: BTOT-WE-1145/2

Introducing the new

HP Service Request Catalog

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.

Agenda•SRC and SM: Redefining the ESS Experience

•SRC and CSA: Enabling the Cloud

•SRC’s Lifecycle Portal Vision

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

Automation

Enterprise strength management to run IT like a businessHP IT Service Management

Configuration Management System (CMS)DDM*

Service Desk

Change Mgmt

Service Catalog

Asset Mgmt

*) Discovery and Dependency Mapping

Physical and Virtual Assets

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

Spanning people, process, & technologyThe Need for a Service Request Catalog

Director ofServiceMgmt

Cloud, virtualization, …

Demonstrate IT value Standardization

Repeatable services

Increasing complexity and efficient service

request management?

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

Manage the total service experience

Manage the service lifecycle

Transform the Service Catalog

• Single point of access• Knowledge access• Become a 21st Century IT

• Standardize on services

• Integrate with incident, problem, change

• Become a service provider

• Automate provisioning

• Integrate with SLM, CMS, SPM

• Cloud Services• Become a service broker

From a cutting-edge service request catalog to service lifecycle automation

HP approach to service request catalog

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

Placing services and their consumers at the centerTransform the service catalog

• Static interface• Request only• Generic content

• Web 2.0• Full service lifecycle• Personalized experience

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

The single pane of glass for service consumersManage the total service experience

Service Offerin

gs

Service Toolbox

•Fix•Return•Accessories•Knowledge•Social Networking

•Support Request

•Surveys and Ratings

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

Integrating with other processes and automating tasksManage the service lifecycle

•Title in hereProviders

ServiceRequest

Catalog

Incident Mgmt

Change Mgmt

ServiceLevelMgmt

…

ServicePortfolio

Procurement

•Title in hereCloud

•Title in hereConsumers

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

HP Service Request Catalog

Establish IT as a serviceStandardize on goods and services

Provide transparency (cost, delivery status)

Simplify process

Respond to user requests fasterSimple and quick ordering process

Fast request fulfillment

Aligns IT with end-user expectations

Up to 50% percentage reduction in time required for

service request management.

Up to 80% reduction in the number of help desk contacts

and time required by end users to make service

requests.

Values and benefits

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

Service Request Catalog 9.21 benefits

Simple• Integrates seamlessly with existing SM Service Catalog• Easy-to-use user interface• Requires no separate administration

• Plugs into existing catalog data and fulfillment• No need for data or workflow transformations• Deploys out-of-the-box with HP Service Manager 9.21

Efficient

• Leverages HP’s new defining role in SPACL standards• Designed to plug into other back endsFlexible

Enhance service cost and quality

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

Dashboard (Homepage)Consolidates all needed information on a single screen

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

Service configurationWizard like navigation guides the requester through custom configuration of the requested item

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

What’s new with HP Service Request Catalog 9.21

All new Web UI for easy navigation

Dashboard for user specific information like popular services, service status and approvals

Enhanced “Request on behalf” functionality

Improved searching and browsingcapabilities

Improved service option presentation

“Saved Items” allows for easycaching of request in progress

End-user oriented online help

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

SRC for Service ManagerRelease Details

SRC is released in conjunction with SM 9.21

Available free to existing SM Service Catalog customers

Pricing based on current Service Catalog model

SRC DemoAn all-new experience …

Beyond ITSMEnabling the Cloud

• SRC and SM: Redefining the ESS Experience

• SRC and CSA: Enabling the Cloud

• SRC’s Lifecycle Portal Vision

19 Footer goes here

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

Service Request Catalog for CSA

20 Footer goes here

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

Direction Highlights

Service Request Catalog for CSA

Simple• Integrates seamlessly with CSA Solution• Easy-to-use user interface• Requires no separate administration

• Plugs into existing OO deployment workflows• No need for data or workflow transformations

Efficient

• Leverages HP’s new defining role in SPACL standards• Designed to plug into other back endsFlexible

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

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

Request Services

CSAIntegration

mockup

Request Services and trigger automatic deployment via OO

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

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

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

Manage your active service subscriptions

CSAIntegration

mockupSubscribes can view their services, subscription status, service

status …

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

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

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

View service status and operate the service

CSAIntegration

mockupGain access to view service details and request specific service

actions …

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

Lifecycle SupportLooking forward into the End-to-End Service Experience Management …

• SRC and SM: Redefining the ESS Experience

• SRC and CSA: Enabling the Cloud

• SRC’s Lifecycle Portal Vision

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

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

Browsing for supportMockup

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

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

Browsing for supportMockup

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

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

Support request detailsMockup

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

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

Support interviewMockup

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

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

Support interview flowMockup

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

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

Support request ticketMockup

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

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

Support request updateMockup

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

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

My servicesMockup

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

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

My service detailsMockup

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

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

Consolidated searchMockup

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