Sm7 Cfd Final
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Transcript of Sm7 Cfd Final
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Technology for better business outcomes
2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Service Manager 7HP next generation consolidated service desk
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The ITSM challenge
CIO & IT
How do we capitalize on our ITSM investments and deliver
value to the business?
Service Level Mgmt
Definition, Track & ReportAsset & IT Financial
Asset Lifecycle
Availability
Monitoring & Events
Services, Request
& Service Catalog
Users & LOB
Improve service
CFOValue vs. Cost & ROI
Mergers& Acquisitions
Increasingcomplexity,value delivery,
resource &cost pressures
Reactive modevs. proactive
mode
CTO & Dev Team
New Initiatives
Problem Mgmt
Orchestration & IsolationConfiguration Mgmt
Manual, Automated
Change Mgmt
Monitoring & Events
Incident & Call Mgmt
1,000s of incidents
Demand from the business
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Service Management is here
ITIL V3 brings service management in line with changingbusiness needs and priorities, advancing technology andnew governance models.
ITIL v3 . . .
Linking strategy, applications andoperations
Clarifying the business benefits
Improving usefulness andapplicability
Making it easier to implement
Leveraging real-worldadvancements in tools,technology and relationships
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HP Software approach
IT Service Management
Increase IT staff efficiency to reduce costs through standardized and automated bestpractices
Enable integrated end to end service delivery
Understand the complete TCO of delivered services
Mitigate risk
through centralizedand enforcedprocesses
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 coststhrough service
automation
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
Continuouslymeasure and
optimize IT valueto the business
Integrate with business service management to
transform IT into a strategic service provider
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Introducing
HP Service Manager
7.0
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HP Service Management Center
Foundation
Process automation Reporting Universal CMDB Third-party integrations
Service Manager
Help DeskService LevelManagement
ChangeManagement
KnowledgeManagement
RequestManagement
Dashboard
HP Service Management Center
DecisionCenter
IT Performance Analytics Business Impact Analytics Decision Optimization
CatalogManagement
AssetCenter
Asset Portfolio
Management
IT Financial
Management
Contract
Management
ProcurementSoftwareAsset
Management
Change Control Management
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HP Service Manager 7.0
Industry-leading, mature, evolvedEnd-user Self Service
Module
Component
Service
LevelManagement
ChangeManagement RequestManagement KnowledgeManagement Catalog
Self ServiceTicketing
ScheduledMaintenance
ProblemManagement
IncidentManagement
ServiceDesk
(Call Mgmt)
Help
Desk
Foundatio
n
Configuration Management
Foundation Components
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Service Manager is proven technology
Robust enterprise-class service managementsolution
Over 25 years of service management focus andexperience
Comprehensive ITIL-aligned practices
Highly rated by independent experts
Most extensive service management solutionavailable
Highly experienced support and enablementteam geared for large organizations
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Service Manager helps you define andanswer the right questions
Whats the right resource allocation for theservice 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 newemployee?
What should we be working on right now?
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Service Manager 7.0key themes
Fully integrated service lifecyclemanagement
Convergence of HPs leadingConsolidated Service Desk tools
Technology and expertise to protectexisting customers investment
Application and architectureenhancements
Wide range of integrations includingUniversal CMDB Federation
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Service Lifecycle Management
Key themesManage individual or departmental subscriptions to services
Visualize the service + all constituent CIs, relationships and impacts
Embody ITIL V3s Lifecycleand Continual Service Improvement
Publish and enforce ITs offerings alongside costs and Service Levels
Track detailed service history for analysis and accurate reporting
To help fully articulate the business value of IT
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Service Lifecycle Management
Aggregate Demand
PrioritizeInvestments
Build and Test
1. Initiate/Design
Business ServiceModeling
Discovery
Service Level Definition
2. Define/Discover
Reporting andAnalytics
Usage/Chargeback
Service Optimization
6. Analyze/Optimize
Incident Management
Change Management
Problem Management
5. Support
Health Check
Service Level Monitoring
Event Generation
4. Monitor
Service Catalog
Service Selection
Value/Cost Statements
3. Publish/Deliver
ITIL v3
ITIL v2
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Subscriptions; manage request lifecycle
Avoid get andforget
IT has visibility ofservices and who is
using them User knows what he
has and how much itcosts
Status
Link to Contact/Dept
Link to Service/CI
History
SLA Options
Custom Options
Related Changes, Incidentsetc
Individual or
department
Subscription
Listing
Cancel
Service
Request
Support
ModificationRequest
NewSubscription
Request
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Service Lifecycle Management
Benefits
Deal automatically with theservice, not the hardware andsoftware components
Give IT control over its serviceofferings and articulate themclearly to the business
Deliver services at the
timescale, cost and qualitydemanded
Save time, money andfrustration for IT and thebusiness
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Supported by wide ranging integrations
SCAuto Connect-IT Web Services
Events Data Process
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 Network Node Manager
Project and Portfolio Management Quality Center
Change and Configuration Mngr 3 Performance Insight
Operations Center (planned outage) SAP SM
TeMIP Messaging: Pager Fax Email
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Application and architectureenhancements1
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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Application and architectureenhancements2
KnowledgeManagement
Adaptive learning
Web and File Crawling
Utilise externalknowledge sources
Change Management
Related changerequests
Improves the large scaleRelease Managementprocess
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Quote slideWe were able to make the people who usethe tool much more efficient, probably 40%
more As a result, weve been able to add
new stores each year without needing to
increase IT staff.
IDC whitepaper: Determining the ROI from Deploying integrated
IT Service ManagementFebruary 2006
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Summaryhow SM7 can help you
Actively manage ITbusiness value
Continuouslymeasure and
optimize IT value tothe business
Reducedinfrastructure costsand international
reach
Industry leadingservice
managementecosystem
Service lifecycle management
Continual service improvement
Scalability and localization
HP Service Management solution
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SummaryHow SM7 can help you
Actively manage ITbusiness value
Continuouslymeasure and
optimize IT value tothe business
Reducedinfrastructure costsand international
reach
Industry leadingService
Managementecosystem
Manage service from inception through definition to production and thenretirement
Focus on the service and service value to ensure business value and alignment
Understand Business impact of IT services
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
Largest IT Service Desk implementations in the world are based on HPtechnology
Service Manager 7 has the industrys most complete localization coverage
HP operates in over 170 countries
BTO portfolio supports ITIL v3 today
HP ITSM Leadership validated by the OGC
Greater HP Service Management Solution covering Services, Education,Software and Hardware
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Why HP? Experience, breadth,and depth
People Process
Technology Industry
69,000+ dedicated services employees in170 countries
5,000+ ITIL certified professionals
3,600+ active membership in PMI
1,000+ successfulimplementation/transformation projects
4000+ customers in service management
80+ education centers worldwide providingproject management, ITIL, and HP
software training to over 100,000 ITprofessionals
The global leader in service managementsoftware with over 4000 customers
6thlargest software company in the world.
Integrated lifecycle solutions that delivercollaboration, quality and cost effective ITservice management
5 current contributing authors of ITIL v3refresh
6 fellows and 12 members of the Instituteof Service Management, 6 ITILLuminaries
Involvement with development of ISO/IEC20000 and other international standards