Day 3 p1 - itsm

IT Service Management Minimize risk, impact and costs while demonstrating value to the business

©2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice 2

A few questions before we begin…

1. Are you familiar with IT Service Management (ITSM) and ITIL?

2. Are you familiar with or have implemented part of HP’s ITSM solution?

3. How many ITIL processes have you implemented at your company?


Lower cost and demonstrate value to the business

The IT Service Management Challenge

How can I better meet customer expectations

? Standardization How can I make IT more productive

How to better align IT with our business goals ?

?


Service Lifecycle Management

IT Maturity Curve

Level 0: Chaotic • Ad hoc planning and

lack of visibility on strategic IT projects

• Decentralized IT service and repetitive user requests & problems

• No centralized incident or service request mgmt.

• Inability to track assets, costs, and manage CI’s

Level 1: Reactive • Enforcing standards or

on time & on budget completion of programs/projects

• Knowledge of service usage and demand

• High risk changes • Software and contract

compliance problems

Level 2: Stable •Unbalanced /inefficient labor allocation

•Multiple locations and ways to order IT goods & services

•Lack of spending control or expense attribution

•Repeated solving of the same solution

Level 3: Proactive •Lack of visibility on aggregated IT demands

•Decisions not made based on ROI

•Allow customers to determine, pay for and receive adequate service levels

Level 4: Service

•Real time performance / planning metrics across all IT activities

•Accurately allocating IT service cost to business

Standardize, Centralize and Automate

Manage strategic project portfolio

Consolidate Service Support

Asset & config. mgmt

Program and project mgmt

Change mgmt

Contract & SW compliance

IT cost aggregation

Labor mgmt

Service Catalog

IT budget reconciliation

Knowledge mgmt

Portfolio financial planning

Aggregate demands

Service-level mgmt

Continual Service Measure

Service usage pricing

CIO Scorecard

Asset Optimization

©2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

5

IT Performance Suite

HP Software Strategy

Application Lifecycle Management

BUILD FASTER

Operations Management

OPERATE SIMPLY

Information Lifecycle Management

STORE EFFICIENTLY

Security Intelligence and Risk Management

SECURE PROACTIVELY

Strategy, Planning and Governance

EXECUTE SYSTEMATICALLY

Collaboration, Orchestration and Analytics

IT PERFORMANCE SUITE FOUNDATION

Perform Better

HP IT Performance Suite

Extensibility, Orchestration, and Analytics

STRATEGY, PLANNING, AND GOVERNANCE

Executive Scorecard

IT Financial Management

Project and Portfolio Management

Application Portfolio Management

Workforce and Vendor Management

SERVICES AND SUPPORT Assessment

Services Managed Services

Support Consulting Education

Configuration Management System

Network Management

System Management

Development Management

Information Archiving

Enterprise Records

Management

APPLICATION LIFECYCLE MANAGEMENT

OPERATIONS MANAGEMENT

INFORMATION MANAGEMENT

Application Quality

Management

Requirements Management

Client Automation

Data Center Automation

Asset Management

IT Service Management

Application Security

Validation

Application Governance

Performance Validation

Application Availability and

Performance

Data Protection

Software Security Assurance (SSA)

Security Information and Event Management

Network Security

SECURITY INTELLIGENCE AND RISK MANAGEMENT

7 7

KPI-driven coverage of the entire IT landscape HP IT Performance Suite

CHIEF INFORMATION OFFICER $5 Trillion annual IT spend

APPLICATION DEVELOPMENT

OPERATIONS FINANCE, PLANNING & ADMINISTRATION

Security 10 KPIs

Information Management 33 KPIs

Operations 71 KPIs Application Lifecycle

Management 57 KPIs

Finance 23 KPIs

Project Management Office 21 KPIs

170 KPIs via HP research

150+ KPIs captured digitally today

50+ KPIs directly measured in Executive Scorecard

19% annual IT spend

70% annual IT spend

11% annual IT spend

8 8

HP IT Executive Scorecard

8 HP Confidential

• Cascading scorecards

• Amalgamated performance data

• Easy to read KPIs

• Best practice presets included

• Automatically populate data for near

real time insights

• Out of the box integrations

Out of the box KPIs CIO Edition Standard

FPA

PPM

AM

BSM

SM

SLM (BSM & SM)

External

LEGEND C

ust

om

ers

Improve service delivery performance

% service performance

not met MTTR MTBF

Improve customer satisfaction

% of met SLOs for IT

process activities

Incident outages

% of satisfied

customers

Improve project execution

Average service

availability

% of met SLAs

% of project tasks on

time

% of projects on

time

% of healthy projects

% projects with unresolved

urgent issues

% of deviation of

planned hours

Opera

tional

Exce

llence

Improve responsiveness

Achieve process excellence

% reopened incidents

% escalated incidents

% urgent changes

% outages due to changes

% SLA expirations

% unauthorized implemented

changes % SLAs coverage

% assets in maintenance

Avg. age of hard-ware

assets

% problems with RC

Time-to-market: new products /

services

Avg. project initiation time

% interactions in backlog

% incident aging

Avg. time to procure

% of FCR % problems

resolved within required time

Problem queue rate

Futu

re

Ori

enta

tion

Improve staff satisfaction

Improve staff effectiveness % of FTE

% employees exceeding leadership

competency model

% project effort by external resources

% employee utilization rate

Employee turnover

% satisfied employees

`

IT V

alu

e

Reduce cost Business

service cost reduction

% projects cost reduction

Stewardship of IT investment

% unhealthy projects budget

risk

% actual vs. planned

costs

Avg. cost of IT delivery per

customer

% IT POR vs. total revenue

Alignment with business strategy

% projects associated with

business objectives

CAPEX vs. OPEX

Innovation delivery

% software licenses in use

% assets cost reduction

HP IT Service Management

10 HP Confidential


IT Service Management for Hybrid IT

Service Desk & Change Mgmt • Collaborative Service Desk • Agile Process Management

Self Service Portal • Business IT focal point • Basis for sourcing & fulfillment

Asset Management • Lifecycle Asset Management • Software Asset Mgmt • Vendor Contract Mgmt

Automation

Configuration Management System (CMS)

Discovery

Service Desk

• Incident

• Problem

• Knowledge

• SLAs

Change Mgmt

• Planning

• Approvals

• Impact/risk

• Virtual CAB

Service Portal

• Self service

• Goods

• Services

• Provisioning

Asset Mgmt

• Hardware

• Software

• Contracts

• Entitlement

IT Performance Suite

“HP is the industry’s ITSM and ITIL expert - everyone else is trying to catch up.” Dennis Drogseth Enterprise Management Associates


Trends in ITSM

Software Asset Management

Service Catalog

Simple workflow

Lower cost of ownership

Collaboration

Mobility

Social Media

Multi Supplier Management


Quantifiable results from HP customers around the world

ROI with HP ITSM

Monthly emergency change rate reduced by 50% Kellogg Company

87% increase in accuracy in problem identification and resolution

Siminn (Iceland)

First call resolution rate improved by 300% Vancouver Coastal Health

More than 50% reduction in service desk cost Global airline

Operational cost reduction by 20% to 40% Global transportation services company

78% of surveyed customers reduced software cost by identifying under or over licensed software

TechValidate survey


Collaborative Service Desk with Agile Process Management

• Automate and standardize key IT processes to improve efficiency and effectiveness

• Customizable user dashboard and login page

• Editable and configurable process workflows, conditions and rules

• Extend service desk reach inside and outside IT with mobility and collaboration

• Publish service desk information to end user portal

Tune processes Collaborate

Publish

Run Service Desk


Software and Lifecycle Asset Management

Effective Lifecycle Asset Management • Manage assets from request to retirement • Reduce cost of IT with effective use of inventory • Track all costs of IT Services including active contracts

and change related expenses • Establish/maintain internal governance policies

Enterprise Software Asset Management • Track software compliance to avoid audit failures • Reduce software expenditures with entitlement

tracking • Improve time-to-value with out of the box content for

software asset management

Request

Receive

Monitor IMAC

Dispose


IT Service Management for Hybrid IT

• Refreshed web interface w/ enhanced usability

• Embedded risk, impact & calendar of changes

• Mobile client

• Ease of installation and upgrade

• Web & model based process design

• Dashboard and easy to build operational reports

• Built in collaboration

• Enhanced usability w/ web interface

• HP provided SAM content packages

• Software compliance tracking

• Service asset cost tracking

• Vendor contract performance reporting

• Dynamic asset data federation to UCMDB

• Cloud Usage and Billing

Service Manager 9.3

Asset Manager 9.3


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Why chose HP for Service Management

More than 4,000 customers in service management

12,000+ ITIL skilled professionals

6th largest software

company in the world #6

17+ years of service

management experience

10 ITIL® Gold Certified Processes; 2x other vendors

80+ education centers worldwide providing training to over 120,000 IT professionals


HP Restricted and for HP & Channel Partner internal use. Document not for distribution. Content may be presented to customers upon request. 18

SERVICE BROKER FOR HYBRID IT

Business Services

Application Services

Platform Services

Infrastructure Services

Service Catalog

Vendor Performance

& Report

Vendor Collaboration

Key requirements

IT Service Mgmt

ITSM integration

• Contract and service level mgmt

• Incident and problem mgmt

• Knowledge management

• Hybrid service catalog/portal

• Vendor performance mgmt

• Vendor collaboration


Service Catalog/Portal for Hybrid IT

Contextual focal point between IT & the business • Ordering good and services • Obtaining support • Searching knowledge • Establishes standards & expectations

Basis for sourcing & fulfillment • User and group subscriptions • Component sourcing • Access to hybrid fulfillment engines

“30-50% 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”


Manage Vendor Performance & IT Service Subscriptions

Track contractual obligations and service levels • Monitor key elements of contracts and

expectations • Detect and kickoff remediation on violations • Report on value delivered to the business

Monitor usage and calculate billing • Track usage on cloud services • Determine and optimize usage value

Track Service Costs

Manage Subscriptions

Charge for usage

Financial Services customer: Achieved over $1M annual savings by rationalizing current

maintenance contracts

Telecommunications customer: Validated a Google sales pitch to lower email service costs by comparing

Gmail cost to current service component costs.


Traditional IT Cloud Providers

Traditional IT Cloud Providers

Support B

roke

r

Case collaboration

Case exchange

Provider knowledge

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Vendor Collaboration for Hybrid IT

Intelligent case exchange • Automatically route cases based upon sourcing • Track cases for appropriate response times

Contextual instant messaging • Connect with vendors immediately upon incident • Attach context of case to conversation

Cloud based knowledge management • Search and post to crowd sources of knowledge • Pull vendor sources of knowledge

PERFORM BETTER WITH HP SOFTWARE

Date post:	19-Oct-2014
Category:	Business
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