1/31/2018

1

Service Management Automation (SMA) Suite RoadmapJanuary 2018

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 EntITSoftware LLC’s and its affiliates’ (collectively, “EntIT”) predictions and / or expectations as of the date of this document and actual results and future plans of EntIT 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.

2

This is a rolling (up to three year) Roadmap and is subject to change without notice

1/31/2018

2

Confidential information

This Roadmap contains Confidential Information of EntIT Software LLC and its affiliates (collectively, “EntIT”).

If you have a valid Confidential Disclosure Agreement (“CDA”) with EntIT , disclosure of the Roadmap is subject to that CDA. If not, it is subject to the following terms: for a period of 3 years after the date of disclosure, you may use the Roadmap solely for the purpose of evaluating purchase decisions from EntIT and use a reasonable standard of care to prevent disclosures. You will not disclose the contents of the Roadmap to any third party unless it becomes publically known, rightfully received by you from a third party without duty of confidentiality, or disclosed with EntIT’s prior written approval.

3

This is a rolling (up to three year) Roadmap and is subject to change without notice

AGENDA

Suite overview

What’s new

Directions

1/31/2018

3

IT Operations Management Suites

5

Simple, integrated, easy to consume

Hybrid Cloud Management

DevOps ready, multi-cloud

management and orchestration

NetworkOperations

Management

Service management for

enterprise networks

Data Center Automation

Comprehensively automated data

center

Operations Bridge

Autonomous operations with

actionable insight for stakeholders

Service Management Automation

Self-service, intelligence-driven

fulfillment

Adaptive Backup & Recovery

Harness value from information

backup & recovery

Service Management Automation

6

Innovative architecture, built for agility and scale

Container Deployment Foundation

Physical Virtual Cloud

Applications InfrastructureServices

Configuration management | Discovery | Automated Service Modeling

ITIL® Processes Asset management

Service Portal

Automation

Machine Learning & Analytics

Container

Intelligent service desk

Easy to use self-service

Automated service modeling and discovery

Codeless configuration

ChatOps collaboration

Multiple deployment options

1/31/2018

4

Smart AnalyticsEfficient ticket handling, reduced ticket volumes, superior user experience

Simple and fast submission

End users

Automatic ticket classification

IT Agents, IT Managers

Find answers quickly Intelligent knowledgedelivery

Turn data into actionable insights

Self-sufficiency

Automatic knowledge delivery

Automatic ticket routing

Smart Ticket

Smart Search

Hot Topic Analytics

End User Chatwith Virtual Agent

Smart Emailwith Virtual Agent

82% of Consumers say the #1 factor that leads to a great customer experience is having their issues resolved quickly. (ICMI)

Collaboration tool

Bot Engine

System Integrations

Help Desk

Customer

IT Ops

Development

SaaS orOn-Premise

Operations Bridge

Hybrid Cloud Management

IT ServiceManagement Automation

Data Center Automation

3rd-Party Tools

ChatOps for IT Operations: Intelligent Collaboration

1/31/2018

5

Solutions blueprint and SMA suites

Release Management

ServiceDesk

Request Fulfillment

Change Management

Asset Management

Big Data & Analytics

Service Portal

Configuration Management SystemCMDB and Discovery

Task Automation

SMA Premium User:• Suite content:

Service Management Smart Analytics Universal CMDB Asset Management Aggregation of

Secondary Service Catalogs

Optional SMA Nodes:• Suite content:

Universal Discovery Operations

Orchestration

SMA Express User:• Suite content:

Service Management Smart Analytics Universal CMDB

Delivery Platform TransformationContainer Deployment Foundation— modular, flexible, scalable

Container Deployment Foundation(Orchestration + Container Runtime)

Shared Services Content Repository

Physical Virtual Cloud Container

IT Service Management

Flexible Deployment Options

Pre-integrated containers, unified license model, and shared services

Easy to install, maintain and patch

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

1/31/2018

6

Choice of deployment and consumption models

11

Perpetual Subscription

Customer managed Service provider managed

Customer premise

Private cloud (MSP)

Public cloud(AWS, Azure)

License model

Management model

Deployment model

Pay per use(MSP only)

AGENDA

Suite overview

What’s new

Directions

1/31/2018

7

SMA 2017.11 Highlights

13

Smart Ticketing in Portal and App

Introducing SMA-X

SMA SuiteEnterpriseReadiness

SMAChatOpsSolutions

14

One suite, one Experience, two flavors of choiceConverging capabilities from Service Manager and former Service Anywhere

• SMA Suite• One suite for Service Management• Most external facing materials will refer to

“SM Automation X” or “SMA-X”

• Single portal and mobile app• Choice of technology flavor at deployment

time enabled by ITOM CDF:- “Mixed mode” (Portal only), for existing SM

9.4x & 9.5x customers- SMA-X for existing SAW customers or

qualified new customers- SMA-SM for existing SM customers

Container Deployment Foundation (CDF)

Configuration Management System

SMA-SM SMA-X

Service Portal

Containers only

1/31/2018

8

SMA-X 2017.11

15

Smart Service Desk delivered Anywhere

Codeless and seamless version upgrade

Social interactionson-the-fly translation

Advanced multi-tenancy

Analytics and machine learning

Service portalNative mobile app

Broad application portfolio

Choice of delivery: private or public cloud

Virtual agent, user chat, ChatOps, smart email

Multi-tenant across public cloud (Amazon Web Services), private cloud, virtual, physical

Automated deployment in containers, fully orchestrated by Kubernetes.

Automated scripts and tools provided to ease the deployment & operations in the cloud

Auto-scalability and automated HA/DR

SMA-X as a service and flexible deployment options

16

Flexible Deployment Options

Easy to install, maintain and patch with minimal downtime upgrades

Faster time-to-value

Pre-integrated containers, single suite license, and shared services

MSPs and PS offer SMA-X as a service

AMS: Greenlight, WhitlockEMEA: EOH, Manage-E, Materna, Devoteam, Micro Focus Professional Services

… enabling full data sovereignty

1/31/2018

9

Service Manager 9.60Available today

Smart Analytics enhancements, including Smart Ticket tuning, search accuracy settings, and a new IDOL Oracle connector for aggregating documents from the Oracle database server

Service Manager DevOps support based on native Git integration (Available as a content pack on Micro Focus Marketplace)

The Service Manager interface and the documentation both now use Micro Focus branding

A lightweight upgrade utility for upgrading from SM 9.5x

Support matrix updates

17

AGENDA

Suite overview

What’s new

Directions

1/31/2018

10

SM Automation suite

19

Service Management suite

Flexible Deployment Options

Analytics-driven applications for Service Management

Modern user experience with native mobile app

Multi-tenant and scalable, codeless and seamless version upgrade

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

ITIL® Processes Asset Management Apps and APIs

Machine Learning & Analytics

Service Experience

Mobile

API

Smart EmailChatbots Portal

DiscoveryConfiguration Management

Automation & Orchestration

Container Deployment Foundation

Physical Virtual Cloud Container

SMA Strategic Framework & Investment Areas

20

User Experience

ESM

ITSM

Platform• Container framework to deploy suite anywhere• Public cloud marketplace availability• MSP ready and friendly• Integration across ITOM suites

• ITIL-certified processes made simple• Analytics-driven ITSM apps• Codeless and version-less

• Non-IT apps and workflows: Ideation & Proposal, HR, …• Codeless extensibility to build new apps• Service app store

• Engaging experience with zero effort• Social collaboration• Chatbot-powered interaction

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

ITAM• Asset life cycle, financial management and software license

optimization • Intuitive management of assets in service context• Intelligent recognition of software

1/31/2018

11

SMA roadmapCurrent Next 2 releases Future

User Experience

• SMA Service Portal• Android native mobile app• CSA Aggregation

• iOS Support for Mobile• Virtual Agent and Survey on Mobile• Portal Layout Configurability• Self Localization for Portal

• Field Agent use cases on Mobile• Smart Virtual Agent• Custom Portal Widgets• Open Aggregation• Portal Customization

ESM• Ideation and Proposal Management• HR Service Management

• Build Your Own Apps – phase 1 • Customer Relationship Management• App Marketplace

ITSM

• Service Manager: 11 certified ITIL processes

• Smart Analyt• Source control integration for SM

configuration• ics

• Natural language processing based smart assistance• Delta migration solution

• Prescriptive Risk Assessment• Prescriptive Impact Analysis• Improve hot topic scalability• Extend logical.name solution to Assignment and

Contact/Operator• Incident task, KM and OO flow support in ChatOps

• SAW-based modules with improved user experience and time to value

• Live Support• Change Analytics

• Natural language processing based smart assistance • Unified Case Inbox• Agent Time Sheet Management• Virtual CAB• Collision Detection and Objective Risk Assessment• Incident task, KM and OO flow support in ChatOps

ITAM

• Asset Manager: Best-in-class IT Asset Lifecycle Management, Financial Management, Intermediate SAM• Aspera partnership for advanced SAM

• SAW-based modules • Expense Lines • Chargeback• Procurement• Software Asset Management

Platform

• Container Deployment Mixed Mode support

• AWS Support• Tenant Administration Console

• Azure Support• Unified Data Model across CMDB, ITAM, ITSM• DR for on-premise deployments• Auto-scaling• Zero downtime upgrade

• Support Multiple Availability Zones• Multiple Namespaces• Multi-region HA/DR for public cloud

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

SMX

XA

MX

ITOM Suites:Easier Upgrades, Incremental Value via Agile Delivery, Integrated Solution via modern

container deployment, ChatOps.

New User Experience via Revamp UI

(AppletHTML)

Machine Learning Software Recognition

Cloud Discovery and Deployment, including

public and private cloud

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

CMS Strategic PrioritiesDelivering requirements for ITOM suites (SMA, OpsB, HCM, DCA) and for the installed customer base

1/31/2018

12

Lastly, a tip to all

New documentation portal, go to:

https://docs.microfocus.com/

23

Thank you.

www.microfocus.com