Service Manager Strategy update, SM 9.3 Automation ......2013/03/06 · uCMDB V10 – What’s New...
Transcript of Service Manager Strategy update, SM 9.3 Automation ......2013/03/06 · uCMDB V10 – What’s New...
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Service Manager Strategy update, SM 9.3 Automation Integrations, and Service Anywhere v2 Quick PeekMarch 6, 2013
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Housekeeping
• Prize Drawings!
• This “LIVE” session is being recorded• Q&A
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Speakers
Jacques ConandDirector of Product Management
HP Software
Scott KnoxSenior Product Manager
HP Software
Chuck DarstSenior Product Marketing Manager
HP Software
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Agenda
• HP Service Manager Strategy update – Jacques Conand
• SM 9.3 Automation Integrations – Scott Knox• Service Anywhere v2 Quick Peek – Chuck Darst• Q&A
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP Software roadmap for HP Service Manager
Published: February 2013
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.9
This is a rolling (up to three year) Roadmap and is subject to change without notice.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.
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This is a rolling (up to three year) Roadmap and is subject to change without notice.HP confidential information
This Roadmap contains HP Confidential Information. If you have a valid Confidential Disclosure Agreement with HP, 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 HP 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 HP’s prior written approval.
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP’s vision for IT Service Management
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HP Performance Suites
Optimize• Service & Portfolio
Management• Application
Lifecycle Management
• Cloud Automation • Business Service
Management
IT
Govern• Archiving &
Compliance • eDiscovery• Enterprise
Content Management
• Data Protection
Legal & Compliance
Secure• Application Security• Security Intelligence• Network Security
Security
Monetize• Web Content
Management & Optimization
• Intelligent Contact Center
• Customer Interaction Analytics
Marketing
Professional services, support, education, and global partners
Technology engines: IDOL, Vertica, Logger, Executive Scorecard, TruClient, Run-time Service Model
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.13
Service & Portfolio Management visionSimplify the management of IT services
Strategy to
Portfolio
Requirement to Deploy
Request to Fulfill
Detect to Correct
Strategy, Planning & Governance
Application Lifecycle Managemen
IT Service Management
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Managing the entire service lifecycle from strategic demand to operational support
Service & Portfolio Management
Service and Portfolio Management
Signatures for compliance
Codeless configuration
Context-basedcollaboration
Market-leadingdiscovery
Strong project workflow engine
Asset Management
Automate discovery and dependency mapping of hardware, software, servicesUniversal CMDB and Universal Discovery
IT Service ManagementIntegrate and automate service management and optimize the quality of IT services
Service Manager Service Anywhere
Project & Portfolio Management
Strategy, Planning, and Governance IT Executive Scorecard
Application Portfolio Management
Real-time control of investments, portfolios, and resources
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
The world does not stand still……
Evolution is in “Warp Speed”….
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DevOps and social ITPeople and process transformations
ConsumerizationSimplification
IT transformation & shift to LoB
Accelerated Application Delivery
Insight with more data & fewer staff
Business is adopting cloud 2.5x faster than IT
WHY: speed, flexibility, economics
Operations
DevOps
Insight
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Optimising a multi-supplier eco-system
The challenge of managing multiple suppliers
By 2015, 40% of the most successful CIOs will use cloud sourcing to cut costs and generate new revenue in order to out perform competitors (Gartner)
Business
Inhouse IT
BusinessDemand & Supply
Chain
Sing
leEx
tern
al
Supp
lier
BusinessDemand & Supply Chain
Exte
rnal
Su
pplie
r
Exte
rnal
Su
pplie
r
Inte
rnal
D
eliv
ery
Service Orchestration
Inte
rnal
Del
iver
yFlexibility
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP Service Management latest
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Enhanced end-user self-service
HP Service Manager 9.31 highlights
Self-service PortalEnhanced Self-service supportEnhanced Customization capabilitiesSM CollaborationIn-context conversations for incidents and changeIntegration with MS LyncSM integration with UCMDB and BSMEnhanced SM-UCMDB integrationIntegrated UCMDB browserDowntime management in Event-to-Fix
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Coming next
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.21
This is a rolling (up to three year) Roadmap and is subject to change without notice.
All product views are illustrations and might not represent actual product screens.
HP Service Manager - nextProcess Designer Help DeskInteractionIncidentProblemSM MobilityTechnology refactorCustom fields supportService Request CatalogSRC tablet supportDynamic field & value supportOOB fields/sections in SRC checkout panel configurationFederal MandatesIPv6 level BCAC supportFIPS 140-2 level 1
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP’s plan for future HP Service Manager releases
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This is a rolling (up to three year) Roadmap and is subject to change without notice.
HP ITSM directions
IT processes• Codeless process handling across SM• Integrated automation
User experience• Multiple form factors• Consumer-grade experience
TCO• Platform evolution• Integrated CMS and discovery
Multi-supplier management• Leveraging SIAM services framework• APIs for Case Exchange• Supplier management and governance
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Process Designer footprint expansion – Future
SM process migration to Process Designer
All ITSM modules enabled on Process Designer
Simplified, efficient best practice flows based on ITIL v3 and HP Service Management Reference Model
Knowledge
Change
Service DeskIncident
Problem
Request
Release
All product views are illustrations and might not represent actual product screens.
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User Experience, Collaboration and Mobility
ITSM user experience
Improved User ExperienceRedesigned UI with improved User ExperienceBuilt-in collaboration and knowledgeNative support of multiple form factorsHighly tailorable and integrateableMobility extensionUse of HP Anywhere mobile platformMini-apps to specific user populations for SM, AM and Service Anywhere
All product views are illustrations and might not represent actual product screens.
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SM platform evolutionRelational database modelAdditive to SM 9.x data modelTable and Forms editorsMetadata-driven editors for forms and tablesSeparation between product content and customer extensionsReportingIn-tool reportingOpen interface to data model for reportingREST APIsInitially focused on Case Exchange for multi-supplier integrationIntegrationsLeverage OO to automate remediation and actions
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This is a rolling (up to three year) Roadmap and is subject to change without notice.
SM product directions
Core Process Designer
PD for HelpDeskSurvey integrationTime period managementSmartphone clientSRC on tabletsDynamic options in CatalogFederal mandates
Full Process Designer
PD Request FulfillmentTablet UIREST API for Case ExchangeEnhanced reportingGamification of KM
New User Interface
New UI for tablet and desktopForm EditorOO integrated in all PD tasksPD-enabled master dataSimplified Catalog MgtMulti-Supplier Management
Relational data modelNew (additive) relational data modelVersion based UpgradePD Release & Deploy MgmtNative RCEnhanced UCMDB/CM integrationSimplified SLM
Next
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Technology synergy
Service Manager – Service Anywhere synergy
HP Service Manager
HP Service Anywhere
Pro
cess
Des
igne
rC
onte
nt Change
HelpDesk
Request
Release
Continuous transferof technology
V1
9.30
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Summary and ConclusionHP ITSM is part of the HP Service and Portfolio Management portfolio which manages the entire IT service lifecycle, from planning and governance to development and operation
HP IT Service Management software product portfolio is made of 2 distinct product lines implementing the same vision in a different way:• HP Service Manager for on-premise, with unmatched functional breadth and depth with
proven scalability and rich integrations• HP Service Anywhere for SaaS, bringing an innovative collaborative and codeless
approach to ITSM
HP Service Manager and HP Service Anywhere each have a strong roadmap, leveraging the best of both worlds to provide 2 strong alternatives to customers for the automation of IT services
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Automation 4 ITSMScott Knox
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It all boils down to show me the money
Why do I care about automation
• Accuracy • Agent efficiency • Task time • The Mrs Doubtfire• Repeatability
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Touch points for automation
• Bidirectional • Multiple Technologies• Web services • Email • Connect-It• Many Processes• Change Management • Knowledge • Configuration Management
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Incident Generation
Samples
• Receive email • Open ticket• Map email content into ticket• Proceed ticket handling
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Event Management
Samples
• Detect issue in environment• Generate event to OMi• Correlate, Filter, Deliver • Open ticket in Service Manager • Proceed ticket handling
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Change Verification
Samples
• Discover CIs • Assess delta• Pass relevant changes to Service Manager• Identify viability of change• Accept or trigger unplanned change• Accept and change CMDB or process as unplanned change
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.36
Unplanned Change
Samples
• Discover CIs • Assess delta• Pass relevant changes to Service Manager• Identify viability of change• Accept or trigger unplanned change• Accept and change CMDB or process as unplanned change
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.37
Incident remediation
Samples
• Search Knowledge • Find article for my problem• Trigger resolution via OO flow • Document ticket re resolution or failure
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HP Service Anywherev2 coming
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HP Service Anywhere
Service Level TargetsInitial Review and Resolution targetsBy Service and PriorityInteractions and IncidentsWork queue prioritizationSLT achievement reporting
Improved ChartingUpdated lookStacked bar charts
Landing PageSet a Dashboard as the landing page
Productivity ImprovementsExpert search based on Query EditorHover formsSorting of record listsSet user preferences
Localization Software localized into 11 additional languagesDocumentation localized into 5 additional languages
What’s coming next
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Prioritization and achievement tracking
Service Level Targets
Initial Review and Resolution target typesConfigurable by the customer (using new rule types)Service centric approachTargets are defined for a Service for IM and SD and for each PriorityWork queue prioritizationNext SLT field contains the date/time when the next SLT will be reachedAlert Definitions can use this field to trigger escalations at pre-determined intervalsSLT achievement reportingMetrics are captures for each Incident and InteractionElapsed Time and Target Time for each SLT typeReports will show rate of achievement in each module for each target over time
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New look and expanded chart types
Improved Charting
Updated charting packageModern look Better interactivity
Stacked bar charts An additional dimension of data is displayedAllows the comparison of the parts to the whole
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Landing Page, Productivity Improvements, & Localization More choices for the landing page after loginQueue OptionsDashboard Options
Expert search based on Query EditorHover formsSorting of record listsUser preferences
Software11 additional languages in v2Brings total to 15 languages:Arabic, Brazilian Portuguese, Czech, Dutch, English, French, German, Hungarian, Italian, Japanese, Korean, Polish, Russian, Simplified Chinese, Spanish
Documentation5 additional languages in v2Delivered within 60 days of the software release
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www.hpserviceanywhere.com
V2 goes live on the sandbox at the end of March (after the 26th)
HP Service Anywhere Community Discussion Forum -http://h30499.www3.hp.com/t5/Service-Anywhere/ct-p/service-anywhere
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https://hpln.hp.com/group/service-managerHP Live Network & More information
HP ITSM Blog: www.hp.com/go/itsmblogHP ITSM Product Pages:www.hp.com/go/itsm
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Q&A
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Thank You