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HP Service Manager software

The HP IT Service Management solutionfor meeting the mobile and service deskconsolidation requirements of the instantonenterprise.

Brochure

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HP Service Managersetting the standardfor IT Service Management solutions with arobust lifecycle approach to services supportand delivery, providing business value

Integrated and automated servicelifecycle management withHP Service ManagerEvery day, your IT organization faces a set ofcompeting challenges. On one hand, IT must adapt toconstant change, greater complexity, and expandinguser demand. At the same time, IT must play an

increasingly important role in driving overall businessresults.

With so much riding on ITs shoulders, one factbecomes crystal clear: Your enterprise simply cannotafford ineffective IT Service Management (ITSM).

Meeting those challenges requires the service deskto evolve, implementing new processes and practicesto resolve service issues faster and more effectively.HP Service Manager software is, quite simply, one ofthe broadest, deepest, and most cost effective waysto build the service management capabilities your

organization needs.HP Service Manager (SM) is a comprehensive andfully integrated IT Service Management softwaresolution that enables IT to improve service levels,balance resources, control costs, and mitigate riskexposure to the organization.

The broad capability set of HP Service Managerdelivers comprehensive core and extended functionalityin close alignment with the IT Service Lifecycledescribed by Information Technology InfrastructureLibrary version 3 (ITIL v3). The capability to manageservices using a lifecycle approach, with consistentimprovement built into the governance model, allowsIT to truly enhance the value to the business.

HP Service Manager software is at the core of ourITILbased solutions, and combines with a powerfulsuite of operations and extended service managementsoftware from HP to provide some of the most robustsolutions in the market today.

It is central to the HP solution for endtoend changconfiguration, and release management, as well athe integrated HP solution for providing a closed lincident process (CLIP).

Accelerate innovation through ITIL v3based be

practices provided right out of a box.

To help facilitate closer alignment with industrybest practice as well as to significantly accelerate

implementation and upgrade speed and increaseoutofbox usability, a wideranging set of predefincomponents is delivered as an integral part ofHP Service Manager. These components include:

Support for incident, problem, change, servicerequest (interaction), selfservice, and service assand configuration management

Predefined roles, sample service level agreemen(SLAs) and service level objectives (SLOs), and kperformance indicators (KPIs)

Documentation and flowcharts for process,

procedures, and highlevel work instructionsImproved, standardized screen layout with sma

indicators to flag related information

Richer crossprocess functionality via a rangeof wizards

Existing service management customers can, viathe upgrade process, combine the best of theircurrent implementation (including retention of theirexisting data) with the new outofbox best practiceinformation. Migration utilities are populated withthe ITIL v3 best practices content as a starting poin

Backward compatibility is supported.

* As of April 2010

HP Service Manager hasOGC Goldlevel certificationor more ITIL processeshan any other vendor.

HP Service Manager isTIL v3certified by Pink

lephant in 11 processesnd is the first andnly software from a

major vendor to achieveertification in Serviceortfolio Management.*

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HP Service Manager Enterprise SuiteA single ITSM solution, with everything you need

HP Service Manager Enterprise Suite is acomprehensive, fully integrated ITSM solution thatleverages more than 25 years of service managementfocus and experience.

It provides a powerful platform to standardize,automate, and enforce your key IT processesand demonstrate value to the business. It offersefficiencies through:

Automation of core IT processes such as incident,problem, service level, and endtoend change andconfiguration management

Outofthebox ITIL v3based process workflows forsecure, efficient service operations and delivery

Enduser selfservice for ticketing andcatalogbased requests

The suite orchestrates your ITSM processes and allowsyou to track calls, requests, incidents, problems,changes, releases, configurations, and service levelagreements. So, for every task, you know who isresponsible, what has been done and still needs to bedone, and whether the task is being completed quicklyenough.

What are the results? Low costs, high user satisfaction,less risk, and better compliance with IT policies.

HP Service Manager Enterprise Suite is simple to orderand is priced to fit within todays stringent budgets.

We have deviated from traditional la carte pricingmodels to offer the suite as a single, comprehensive

bundle. We supply it with one dedicated user liceso your users never have to worry about being unto log on, as can happen with floating multiuserlicenses. And with the incredible savings you getwith the suite, it is generally more cost effective thafloating licenses. It is as easy as counting heads toorder. And since you can purchase as few or asmany licenses as you need, the solution can scale costeffectively to support your needs as your comgrows.

HP Service Manager Enterprise Suite includes:

Core capabilities for access, configurationmanagement, a configuration managementdatabase, and predefined report analytics

Excellent helpdesk incident and problemmanagement support

Automated and streamlined request managemebased on an ITILaligned service catalog (with uto 1,000 enduser, selfservice licenses of cataloprovided per suite user)

Change and release control management for quand efficient response to change requests, moreeffective change advisory boards (CABs), andautomated impact analysis, collision detection, aunplanned change detection and validation

Servicelevel management for standardizedobjectives and servicelevel agreements, costbaservicedelivery pricing, and servicelevel trackin

Connectivity and integration with other HP softwaras well as with your LDAP directories, email,and databases

Figure 1: HP IT Service Management:Pragmatic solutions for enterprise strength management

Configuration Management System (CMS)

Automation

Service DeskIncidentProblemKnowledgeSLAs

Change ManagementPlanningApprovalsImpact/riskVirtual CAB

Service CatalogSelf serviceGoodsServicesProvisioning

Asset ManagementHardwareSoftwareContractsEntitlement

DDM*

* Discovery and Dependency Mapping

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For smaller companies or those just getting a start inservice management, the HP Service Manager StarterSuite is also available. It provides a synchronizedlicense package of 25 dedicated users for the Help

Desk, Change Management, and ServiceLevelManagement modules.

Service Manager can still be purchased la carte,module by module, as desired. These individualmodule descriptions follow

HP Service Manager is also available onSoftwareasaSerivce (SaaS) via two options.

HP Service Manager on SaaS takes advantage ofan ondemand solution with globalclass practicesand ongoing guidance from experts around theclock. It comes with full support for all HP Service

Manager modules and integrates with onpremiseapplications and other HP SaaS applications.

With the HP Service Manager on SaaS ValueSuite, IT organizations can deploy a robust servicedesk solution at a price that fits within todaystight budgets. It embeds best practices and includesHP Service Manager interaction, incident,selfservice ticketing, configuration, andproblem management.

HP Service ManagerFoundation moduleHP Service Manager Foundation module providesIT organizations with the tools to build an agile,optimized service support and delivery organization.Empowered by configuration management capabilitiesthat are federated with the ITILbased HP Universal

Configuration Management Database (CMDB)software, HP Service Manager Foundation helpsimprove IT operations.

HP Service Manager Foundation:

Provides a robust, highly scalable, and costeffecunderpinning to the HP service management sol

Improves service support and delivery by modeland visualizing business services

Connects to a constantly enhanced list of HP anthirdparty applications using a broad range ofintegration and federation technologies

Enables a lifecycle approach to managing IT ser

The HP Service Manager Foundation contains t

following application components:

Base Access

Configuration Managementrepository, statemanagement, baselines, and visualization

Universal CMDB Foundation

Customizable, easytouse Web 2.0 based userinterface

Mobile access to core Service Manager capabilike incident and change management, supportilarge range of SmartPhone types.

Predefined operational reports leveraging CrystReports 2008, which incorporate KPIs representmany of Service Managers process modules

Integration capabilities

The HP Service Manager architecture can help to the needs of the most demanding IT organizations

Figure 2: Critical information at a glance: HP Service Manager mySM dashboard

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HP Service Manager HelpDesk moduleThe HP Service Manager Help Desk module helps

your organization meet the challenges of providingkey IT service support. Through excellent support fortracking and resolving interactions, incidents, andproblems, the HP Service Manager Help Desk moduleprovides IT with an ITIL aligned management tool.Embedded best practices significantly accelerateimplementation times, while allowing you to evolvewith the demands of your business.

HP Service Manager Help Desk:

Enables IT to quickly identify and resolveservice outages

Provides a central triage command center forall issues

Tracks IT work and responsibility, providing visibilityinto service support

Establishes a historical record of servicedisruptions and resolutions for reuse and analytics

Supports an automated closedloop incident process(CLIP) through integration with other HP Softwaresolutions

The HP Service Manager Help Desk contains the

following application components:

Service Deskinteraction management

Selfservice ticketing for all end users

Incident management

Problem management

Scheduled maintenance

mySM dashboard for outstanding operatorefficiency

HP Service Manager ChangeManagementHP Service Manager Change Management

incorporates ITILv3, bestpracticebased workflowsto manage and control IT changes within theorganization, mitigating risk and providing effectivprocess controls. It makes sure that changes arerecorded, evaluated, authorized, prioritized, plantested, implemented, documented, and reviewed icontrolled manner.

The powerful workflow capability of the ChangeManagement suite means that processes can bedesigned, modified, and visually monitored withdrilldown features to expose multiple levels ofsubprocesses. In clear, visual terms, it exposes eve

element of a change process: people, assets, timeframes, tasks, phases, and notifications. ChangeManagement also provides an enhanced workflowConfiguration Managements state management abaseline lifecycle support features. Furthermore, threaltime integration with HP Universal CMDB enathe configuration items (CIs) actual state to be veragainst the planned state of the CI as defined by tchange process.

Finally, embedded release control functionalityprovides rich decisionsupport information suchas risk and impact analysis as well as collisiondetection to move a request for change throughthe process faster and with more confidence. Thfamiliar Microsoft Outlookstyle Change Calendprovides information both for scheduling changeand troubleshooting. A virtual online CAB (chanadvisory board) capability provides for moreefficient meetings.

Figure 3: HP Service Manager Change Management calendar

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HP Service Manager Change Management:

Respond faster and more confidently tochange requests.

Prioritize changes based on departmental goals.

Monitor change processes in real time.Mitigate the risk of unplanned outages.

Identify and resolve unplanned changes inthe infrastructure proactively.

Reduce the cost and risk of manually provisionedchanges through the execution of a predefinedrunbook automation flow, following request forchange (RFC) approval, that automaticallyprovisions very complex changes across theproduction environment.

HP Service Manager Service LevelManagement moduleThe HP Service Manager Service Level Managementmodule is designed to help keep IT services alignedwith business needs and demonstrate value back tousers and stakeholders. It makes it easy to developstandardized service level objectives for calls,user requests, incidents, problems, and changes,and thereafter allows you to construct servicelevelagreements that can be applied to various CIs,people, and business services.

The Service Level Management module also providescost tracking. It provides lineitem cost calculations forboth parts and labor, and empowers IT to develop rulesthat limit spending according to contract parameters.

HP Service Manager Service Level Management:

Improves IT service alignment with business objectives

Provides better measurements for prioritizingservice tasks

Aligns IT departments with service delivery goals

Enables costbased service delivery pricing

HP Service Manager RequestManagement moduleThe HP Service Manager Request Managementmodule automates the entire user request process, initial request through delivery, fulfillment, and updof the CMDB, optimizing costs of the service desk.

HP Service Manager Request Management:

Streamlines request, quote, ordering, and

fulfillment processesEnables sequencing of fulfillment activities

Facilitates the reuse of assets through the VirtualStockroom

Consolidates multiple orders for efficiency andcost saving

Reduces the costs of IT request and fulfillment ser

Employs the ITILdefined Technical Service Catalo

HP Service Manager KnowledgeManagement moduleThe HP Service Manager Knowledge Managemenmodule empowers your staff and end users byenabling and leveraging organizational wisdom.Cutting edge search engine technology and aweb 2.0 based search form/UI provide superiorperformance and scalability along with superior uproductivity. A GUI based workflow designer andbusiness rule editor allows for easy and interactivetailoring of the Knowledge Management module tspecific needs.

HP Service Manager Knowledge Management:

Reduces rework for your IT staff byleveraging knowledge

Obtains the best answers in real time for both ITstaff and end users

Lowers the cost of ownership for your help desk reduces call resolution time

Accurately and in real time routes, escalates, orresolves customer incidents through a powerful, integrated runbook automation tool via a link wthe knowledge article

Solves call interactions and incidents in real timewith fully integrated knowledge lookup

Searches within the results of an existing search quickly narrow a search

KnowledgeCenteredupportan industry bestractice for knowledge

management, defined byhe Consortium for Servicennovation, for whichHP Service Manageras received externalertification

gure 4: Mobile access to tickets via SmartPhones

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Supports full knowledge lifecycle

Offers a Hot News feature with time limitationson entries to improve accuracy and the qualityof solutions

HP Service Manager Service CatalogmoduleHP Service Manager Service Catalog provides astateoftheart, Web 2.0based service portal to help

managing the complete service request lifecycle,key to supporting popular initiatives such as cloudcomputing and data center transformation.

It makes IT more efficient by streamlining andautomating the processes of offering IT goods andservices to users and processing and fulfilling theirorders.

It dramatically reduces the number of calls to theservice desk for these routine items.

It enables IT to properly set users expectationsabout what they can acquire, how long it will take toreceive it, and what they will receive.

An interface to support selfservices provides userswith a simple, easytouse and interactive mechanismto request help from IT for their most commonproblems.

The results are transparency, user satisfaction,and efficiency.

HP Service Manager Service Catalog:

Enables innovative, highly responsive, and qualiservice provision through service standardizatioand simplification, integration, and automation othe entire service request management lifecycle

Improves the total user experience and enhanceperception of IT by enabling a fast, inexpensive,an easy to use order and support process for theend users and support agents

Cuts costs and reduces the service desks workloby providing powerful selfservice capabilities vifriendly and intuitive Webbased service portal

Supports global enterprise requirements such asmultilanguage and multicurrency

Creates an ongoing subscription that can bemanaged, updated, or canceled

Single guided, questionnairestyle user interfacefor requesting support for catalog and non cataitems

Support selfservices save IT cost by automating resolution of common support requests

Figure 5: HP Service Manager Service Catalog dashboard

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Copyright 20082011 HewlettPackard Development Company, L.P. The information contained herein is subject to change without notice. The onlyarranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein

hould be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

Microsoft is a U.S. registered trademark of Microsoft Corporation.

AA16148ENW, Created November 2008; Updated April 2010, Rev. 7

Complementary HP Software productsHP Asset Manager software

HP Asset Manager software fully enables ITorganizations to manage the physical, financial, andcontractual aspects of all IT assets, helping to controlcosts, manage inventory, and improve utilization ofIT resources.

HP Universal CMDB software

HP introduced the industrys first ITIL v3aligned

Configuration Management System (CMS) solutionand has significant experience working withlargescale enterprises to deploy CMS solutions. Theheart of the HP CMS solution is the HP UniversalCMDB. Rather than being a single monolithicdatabase that physically stores all service information,HP Universal CMDB provides a single point of accessto multiple federated data sources without becomingthe single repository. HP CMDB not only stores CIsand models their service dependencies, but alsodynamically accesses other data sources to provideall IT management domains with a more complete,common understanding of business services.

By using a federated approach, IT organizationscan quickly access current information across teamsand tools in a common service context, resulting infaster, better, businessaware decisions that improvebusiness service quality and reduce cost.

HP Discovery and Dependency Mapping

(DDM) software

HP DDM software dynamically discovers andcontinuously maps IT service dependenciesto provide visibility and control over businessservices with minimal effort and cost. It populates

the HP Universal CMDB with IT elements andrelationships to create an accurate model of your ITenvironment. HP DDM provides you with the basisfor understanding what makes up the businessservices that IT delivers from the physical layer of thedata center all the way to the business process layer.

Westbury Service Management Intell igence (SMI)

Suite

This is an outofthebox partner solution that puts thepower of sophisticated operational reporting in

the hands of IT professionals at every level of theorganization. The solution enables users to accessretrieve, and analyze any type of information storin the service management application. SMI Suiteremoves the complexity involved in operationalreporting, since the software does all the heavy

lifting; it understands the HP Service ManagerDatabase structure, it understands the relationshipbetween objects and practically builds reportsfor you.

Comprehensive training

HP provides a comprehensive curriculum ofHP Software and IT Service Management coursesThese offerings provide the training you need torealize the full potential of your HP solutions, andachieve better return on your IT investments.

For more information about these and other

educational courses, visitwww.hp.com/learn.The smartest way to invest in IT

HP Financial Services provides innovative financinand financial asset management programs to helpyou costeffectively acquire, manage, and ultimateretire your HP solutions. For more information on tservices, contact your HP sales representative or vwww.hp.com/go/hpfinancialservices.

HP Services

Get the most from your software investment.HP provides highquality software services that address all aspecyour software application lifecycle needs. With HP, you have accto standardsbased, modular, multiplatform software coupled wioutstanding services and support. The wide range of HP serviceofferingsfrom online selfsolve support to proactive missioncritiservicesenables you to choose the services that best match youbusiness needs.

For an overview of HP software services, visitwww.managementsoftware.hp.com/service .

To access technical interactive support, visit Software Support Onat www.hp.com/managementsoftware/services .

To learn more about HP Software Customer Connection, a onestinformation and learning portal for software products and servicvisit www.hp.com/go/swcustomerconnect ion .

To know more about how you can build the service management capabilities of your organization,visitwww.hp.com/go/servicemanagementsoftware .

http://www.hp.com/go/servicemanagementsoftwarehttp://www.hp.com/go/servicemanagementsoftware