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7 H
ewle
tt-Pa
cka
rd D
evel
opm
ent C
omp
any
, L.
P. T
he in
form
atio
n co
nta
ined
her
ein
is s
ubje
ct to
cha
nge
with
out n
otic
e
Tech
nolo
gy
for
bet
ter
bus
ines
s o
utco
mes
Ser
vice
Ma
nag
er 7
HP’
sN
ext G
ener
atio
n C
ons
olid
ate
d S
ervi
ce D
esk
25
Nov
emb
er 2
00
7
Ses
sio
n O
bje
ctiv
es
Introd
ucing S
ervice
Mana
ger
7and
Dec
isionC
enter 2
Prot
ectin
g y
our in
vestm
ent
Help to g
et y
ou
ther
e
Wha
t is in
SM
7 a
nd D
C 2
?
45
Nov
emb
er 2
00
7
Intr
od
ucin
g th
e ne
xt g
ener
atio
n S
ervi
ce
Ma
nag
emen
t so
lutio
n
•IT
IL v
3 i
s tr
ans
form
atio
nal
−S
ervi
ce L
ifecy
cle
Ma
nag
emen
t will
dri
ve th
e o
rga
niza
tion
of
the
IT a
nd h
ow
it i
nter
act
s w
ith th
e b
usin
ess
−C
ont
inua
l Ser
vice
Imp
rove
men
t will
dri
ve th
e tr
ans
itio
n fr
om
rep
ortin
g to
mea
suri
ng a
nd o
ptim
izin
g
•S
ervi
ce M
ana
ger
7.0
and
Dec
isio
nCen
ter
2.0
−IT
IL v
3 a
ligne
d f
rom
the
peo
ple
who
hel
ped
aut
hor
55
Nov
emb
er 2
00
7
HP
Ser
vice
Life
cycl
e M
ana
gem
ent
ITIL v3
ITIL v2
2.
Def
ine/
Dis
cove
r
•B
usin
ess
Serv
ice
Mod
elin
g
•D
isco
very
•Se
rvic
e Le
vel D
efin
ition
3.
Pub
lish/
Del
iver
•Se
rvic
e C
ata
log
•Se
rvic
e Se
lect
ion
•V
alu
e/C
ost S
tate
men
ts
4.
Mo
nito
r
•H
ealth
Che
ck
•Se
rvic
e Le
vel M
onito
ring
•Ev
ent G
ener
atio
n
5.
Sup
po
rt
•In
cide
nt M
ana
gem
ent
•C
hang
e M
ana
gem
ent
•Pr
oble
m M
ana
gem
ent
6.
Ana
lyze
/O
ptim
ize
•Re
por
ting
and
Ana
lytic
s
•U
sag
e /
Cha
rgeb
ack
•Se
rvic
e O
ptim
iza
tion
1.
Initi
ate
/D
esig
n
•A
gg
reg
ate
Dem
and
•Pr
iori
tize
Inve
stm
ents
•B
uild
and
Tes
t
65
Nov
emb
er 2
00
7
The
CS
I 7 s
tep
im
pro
vem
ent p
roce
ss
Def
ine
wha
t yo
u SH
OULD
mea
sure
1
Def
ine
wha
t yo
u CAN
mea
sure
2
Ga
ther
the
da
ta:
Who
? H
ow
? W
hen?
In
teg
rity
of
da
ta?
3
Proc
ess
the
da
taFr
eque
ncy?
Fo
rma
t?Sy
stem
? A
ccur
acy
?4
Ana
lyze
the
da
ta
Rela
tions
? Tr
end
s?Ta
rget
s M
et?
5Pres
ent a
nd u
se th
e in
fo.
Ass
essm
ent,
act
ion
pla
ns,
etc
6
Def
ine
wha
t yo
u sh
ould
mea
sure
7
Goa
ls
Iden
tify:
Vis
ion
& S
tra
teg
y �
Tact
ica
l Go
als
�O
per
atio
nal G
oa
ls
75
Nov
emb
er 2
00
7
Pro
duc
t rel
ease
s•
Ser
vice
Ma
nag
er 7
.0 –
IT S
ervi
ce D
esk
aut
om
atin
g k
ey IT
pro
cess
es t
o
ensu
re t
he m
ost
suc
cess
ful o
utco
me.
−Fu
lly i
nteg
rate
d S
ervi
ce C
ata
log
and
Ser
vice
Lev
el M
ana
gem
ent
−Tr
ack
s se
rvic
e su
bsc
rip
tions
to b
ette
r un
der
sta
nd s
ervi
ce i
mp
act
−M
ine
and
inc
orp
ora
te n
ew s
our
ces
of
kno
wle
dg
e−
Ease
of
use
enha
ncem
ents
fo
r us
ers
and
ad
min
istr
ato
rs−
Bet
ter
inte
gra
tions
acr
oss
the
BTO
po
rtfo
lio i
ncre
asi
ng v
alu
e, lo
wer
ing
im
ple
men
tatio
n tim
e a
nd r
educ
ing
sup
po
rt c
ost
s−
Pro
tect
and
leve
rag
e cu
rren
t inv
estm
ent i
n se
rvic
e su
pp
ort
and
del
iver
y
•D
ecis
ionC
ente
r 2
.0 -
−En
hanc
ed p
erfo
rma
nce
ana
lytic
s p
rovi
des
an
ITIL
v3
ba
sed
met
rics
libra
ry
tha
t sup
po
rts
role
ba
sed
da
shb
oa
rds
and
sco
reca
rds
for
IT m
ana
ger
s.−
Web
Ser
vice
int
egra
tion
to p
rovi
de
bus
ines
s im
pa
ct to
the
bro
ad
er H
P S
oftw
are
Po
rtfo
lio−
Bus
ines
s Im
pa
ct C
alc
ula
tor
imp
rove
men
ts e
nab
le IT
ris
k a
nd c
ont
inui
ty
ma
nag
emen
t to
mo
re a
ccur
ate
ly e
stim
ate
the
risk
of
da
tace
nter
out
ag
e a
s w
ell a
s d
evel
op
bet
ter
miti
ga
tion
pla
nnin
g
85
Nov
emb
er 2
00
7
Ser
vice
Ma
nag
er 7
.0
Inve
stmen
t pro
tection:
tec
hnolog
y and
exp
ertis
e to
exp
edite
mig
ratio
n
Focu
s on
the
ser
vice
and
ser
vice
value to
ens
ure bus
ines
s va
lue and
alig
nmen
t
Und
erstand
actua
l bus
ines
s im
pact o
f IT ser
vice
s
Lower
cos
t and
hig
her re
turn
on
inve
stmen
t th
roug
h im
pro
ved
integra
tions
Unive
rsal C
MDB
Feder
atio
n
Ensu
re the
deliver
y and
sup
por
t of
IT b
usines
s va
lue
Key
The
mes
95
Nov
emb
er 2
00
7
Dec
isio
nCen
ter
2.0
ITIL v3 A
ligne
d A
nalytic
s & R
epor
ting for
better Bu
sine
ss/IT alig
nmen
t
Cus
tomizable, ro
le-b
ase
d sco
reca
rds & d
ash
boa
rds
Und
erstand
bus
ines
s im
pact o
f IT S
ervice
s
Minim
ize risk
with
Cha
nge Im
pact P
lann
er
Out
-of-th
e-box
integra
tion
with
Ser
vice
Mana
ger
7
Drive
pro
cess
qua
lity
while red
ucing cos
ts
Key
The
mes
11
5 N
ovem
ber
20
07
Inve
stm
ent P
rote
ctio
n p
rog
ram
SM 7
Ent
itlem
ent
Mig
ratio
n Su
ppor
t Te
am
Aut
omated M
igra
tion
Tools
SM A
cceler
ato
r and
Off-line Doc
umen
tatio
n
12
5 N
ovem
ber
20
07
Ser
ver
Ser
vice
Ma
nag
er 7
C
om
po
nent
Arc
hite
ctur
e
Hel
p D
esk
KM
Cha
nge
Req
uest
SLM
+C
ata
log
Foun
da
tion
Help
Des
kKM
*Cha
nge
Req
uest
SLM
�Sy
nced
•Fo
llow
s cu
sto
mer
dem
and
po
ints
•Se
rvic
e M
ana
ger
Ser
ver
Uni
vers
al C
MD
B F
oun
da
tion
•Se
rvic
e M
ana
ger
Fo
und
atio
n (S
MF)
–na
med
& f
loa
ting
−B
ase
with
Web
and
Win
do
ws
Clie
nt
−C
onf
igur
atio
n M
ana
gem
ent
−C
onn
ect-I
t B
ase
−Re
po
rts
& C
usto
miz
atio
n /
Ta
ilori
ng T
oo
ls
−S
CA
uto
SO
AP
API
SD
K (
Web
Ser
vice
s)
−S
CA
uto
Em
ail,
Fa
x a
nd P
ag
er
•Se
rvic
e M
ana
ger
Hel
p D
esk
(SM
HD
) −
Ser
vice
Des
k (c
all
mg
mt)
−In
cid
ent M
ana
gem
ent
−S
ched
uled
Ma
inte
nanc
e
−Pr
ob
lem
Ma
nag
emen
t
−S
elf
Ser
vice
Tic
ketin
g
−IR
Exp
ert
* M
inim
ums:
1,0
00
end
use
rs f
or
initi
al p
urch
ase;
10
0 e
nd u
sers
fo
r ex
pa
nsio
n sa
les
Cata
log*
13
5 N
ovem
ber
20
07
Lice
nse
Entit
lem
ent
Ser
vice
Cen
ter
to S
ervi
ce M
ana
ger
Cata
log
Reque
stM
gm
tSe
rvice Le
vel
Mgm
t
Cha
nge
Mgm
t
Kno
wledge
Mgm
t
SSF
Prob
lem
Mgm
t
Cata
log
Reque
stM
gm
tSe
rvice Le
vel
Mgm
t
Cha
nge
Mgm
t
Kno
wledge
Mgm
t
Foun
datio
nHelp D
esk
Sa
me
Hig
hest
(Sho
uld
be
SSF
)
=
Will
be
hig
hest
# o
f a
ll m
od
ules
14
5 N
ovem
ber
20
07
Lice
nse
Entit
lem
ent
Ser
vice
Des
k to
Ser
vice
Ma
nag
er
Serv
ice Le
vel
Mgm
t
Cha
nge
Mgm
t
Help
Des
k
Named
Use
rsCon
curren
tUse
rs
Serv
ice Le
vel
Mgm
t
Cha
nge
Mgm
t
Foun
datio
n
Help D
esk
If Pu
rcha
sed
Named
Use
rs
Floa
ting
Use
rs
Named
Use
rs
Floa
ting
Use
rs
Named
Use
rs
Floa
ting
Use
rs
Named
Use
rs
Floa
ting
Use
rs
15
5 N
ovem
ber
20
07
Mig
ratio
n S
pec
ialis
t Tea
ma
ka U
pg
rad
e Fa
cto
ry
Rev
iew
Pos
t im
plem
enta
tion
revi
ew a
nd s
uppo
rt
of e
xist
ing
syst
ems,
be
st p
ract
ices
and
mat
urity
mod
els
Mig
rati
on
Clie
nt s
yste
m c
opy,
mig
ratio
n im
pa
ct,
mig
ratio
n te
st
Ass
essm
ent
Rev
iew
of c
urre
nt im
plem
enta
tion,
E
ngag
emen
t mod
el, M
igra
tion
road
map
SM
7 M
igra
tio
n o
ffer
ing
16
5 N
ovem
ber
20
07
SD
Aut
om
ate
d M
igra
tion
SD
mig
ratio
n a
uto
ma
tion
pro
vid
ed f
or
:
•A
cco
unts
•Pe
rso
ns
•O
rga
niza
tions
•W
ork
gro
ups
•C
I's
•M
ain
tena
nce
cont
ract
s
•S
ervi
ce c
alls
•In
cid
ents
•Pr
ob
lem
s
•C
hang
es
•W
ork
ord
ers
•Re
latio
nshi
ps
of
all
of
the
ab
ove
to
ea
ch o
ther
17
5 N
ovem
ber
20
07
SC
Aut
om
ate
d M
igra
tion
SC
mig
ratio
n a
uto
ma
tion
pro
vid
ed
for
:•
All
conf
igur
atio
n o
f th
e to
ol
•A
ll co
nfig
ura
tion
of
the
mo
dul
es•
All
ba
se i
nfo
rma
tion
−C
ont
act
s−
CIs
−et
c•
All
ticke
ting
inf
orm
atio
n−
Inci
den
ts−
Cha
nges
−et
c•
All
wo
rkflo
ws
−C
hang
e−
Pro
ble
m−
Req
uest
−et
c•
All
tailo
ring
to th
e sy
stem
as
it ex
ists
•A
ll ex
tern
al i
nter
face
s a
nd
inte
gra
tions
18
5 N
ovem
ber
20
07
Ser
vice
Ma
nag
er 7
La
ngua
ge
Sup
po
rt
Sup
po
rted
Yes
Italia
n
Sup
po
rted
Yes
Russ
ian
Sup
po
rted
Yes
Bra
zilia
n-Po
rtug
uese
Sup
po
rted
Yes
Sim
plif
ied
Chi
nese
Sup
po
rted
Yes
Ko
rea
n
Sup
po
rted
Yes
Jap
ane
se
Sup
po
rted
Yes
Sp
ani
sh
Sup
po
rted
Yes
Fren
ch
Sup
po
rted
Yes
Ger
ma
n
Sup
po
rted
Yes
Dut
ch
Sup
po
rted
Yes
Eng
lish
SM K
now
ledge M
gm
t SM
7La
ngua
ge Partne
r co
mmun
ity w
ill b
uild
out
loca
l lang
uages
19
5 N
ovem
ber
20
07
Rap
id i
mp
lem
enta
tion
op
tions
“Ba
se”
Prod
uct
SM 7
Acc
eler
ato
r
BP4
SC
Pro
cess
eng
inee
ring
d
rivi
ng s
pec
ific
req
uire
men
ts th
at
are
b
uilt
in to
Ser
vice
Cen
ter.
Sta
rt w
ith th
e b
asi
cs b
uilt
in to
the
pro
duc
t and
a
da
pt
whe
re n
eed
ed.
Sop
hist
ica
ted
HP
ITSM
b
est
pra
ctic
es d
eliv
ered
w
ith s
ervi
ces,
d
ocu
men
tatio
n a
nd to
ols
.
Out
of
bo
x d
ata
no
t a
big
req
uire
men
t b
ut to
ol
flexi
bili
ty v
ery
imp
ort
ant
.
Serv
ice
Des
k, In
cid
ent,
Pro
ble
m,
Cha
nge
and
C
onf
igur
atio
n b
asi
cs
pro
vid
ed.
ITS
M p
roce
sses
d
ocu
men
ted
with
o
rga
niza
tiona
l pro
files
et
c..
Full-
Offlin
e doc
umen
tatio
n ava
ilable q
1cy
08
20
5 N
ovem
ber
20
07
Ann
oun
cing
Ser
vice
Ma
nag
er 7
.0 o
n H
P S
oftw
are
-as-
a-S
ervi
ce
Co
nfig
ure,
int
egra
te a
nd
sup
po
rt
HP
So
ftwa
re p
rod
ucts
Pro
duc
tHP
SaaS
for Se
rvice M
ana
ger
7.0
Fou
ndatio
n
Acc
eler
ate
tim
e to
va
lue
•M
itig
ate
ris
k
•U
nbur
den
IT r
eso
urce
s
Cus
tom
er s
ucce
ss
Pro
cess
Ap
ply
HP
bes
t pra
ctic
es
to c
rea
te
wo
rld
-cla
ss p
roce
sses
Peo
ple
Ensu
re H
P kn
ow
led
ge
tra
nsfe
r to
cus
tom
ers
HelpDesk
Serv
ice Des
k(C
all M
gm
t)Pr
oblem
Mgm
tSc
heduled
Maintena
nce
Self
Serv
ice
Tick
eting
Inciden
tM
gm
t
Kno
wledge
Mgm
tCata
log
Reque
stM
gm
tSe
rvice Le
vel
Mgm
tCha
nge
Mgm
t
Ava
ilab
le D
ec 1
st2
00
7A
vaila
ble
in
H1
20
08
21
5 N
ovem
ber
20
07
Ob
sole
scen
ce ti
met
ab
le
•Ex
tend
ed f
rom
18
mo
nths
to 2
yea
rs to
hel
p w
ith
pla
nnin
g a
nd b
udg
et c
ycle
s
•K
ey d
ate
s:
�S
D 4
.53
1-D
ec-2
00
9
�S
C 1
.x-5
.0.x
3
1-D
ec-2
00
9
�M
SD
31
-Jan-
20
10
�S
D 5
.x
31
-Dec
20
10
•O
bso
lesc
e le
tters
and
key
inf
orm
atio
n w
ill b
e se
nt
to y
ou
on
No
vem
ber
15
th
23
5 N
ovem
ber
20
07
Sub
scri
ptio
ns;
ma
nag
e re
que
st li
fecy
cle
Individ
ual o
r dep
artm
ent
Subsc
riptio
nListing
Reque
st
Suppor
t
Canc
el
Serv
ice
Mod
ificatio
n Re
que
st
New
Su
bsc
riptio
n Re
que
st
•St
atu
s•Link
to
Con
tact/D
ept
•Link
to
Serv
ice /
CI
•Histo
ry•SL
A O
ptio
ns•Cus
tom
Optio
ns•Re
lated C
hang
es,
Inciden
ts etc
•A
void
“g
et a
nd
forg
et”
•IT
ha
s vi
sib
ility
of
serv
ices
and
who
is
usin
g th
em
•U
ser
kno
ws
wha
t he
ha
s a
nd h
ow
m
uch
it co
sts
24
5 N
ovem
ber
20
07
Ser
vice
Life
cycl
e M
ana
gem
ent
•D
eal a
uto
ma
tica
lly w
ith th
e Se
rvice,
not t
he h
ard
wa
re a
nd
softw
are
co
mp
one
nts
•G
ive
IT c
ont
rol o
ver
its s
ervi
ce
offe
ring
s a
nd a
rtic
ula
te th
em
clea
rly
to th
e b
usin
ess
•D
eliv
er s
ervi
ces
at t
he
times
cale
, co
st a
nd q
ualit
y d
ema
nded
•S
ave
tim
e, m
one
y a
nd
frus
tra
tion
for
IT a
nd th
e b
usin
ess
Bene
fits
25
5 N
ovem
ber
20
07
Ap
plic
atio
n a
nd A
rchi
tect
ure
enha
ncem
ents
–1
•V
alu
ab
le le
ga
cy S
ervi
ce D
esk
Func
tiona
lity
−C
ons
olid
ate
d i
nbo
x (“
TOD
O li
st”)
−V
iew
s
−M
ultip
le i
tem
up
da
te �
−Te
mp
late
s
−A
dva
nced
Fin
d
−S
ecur
ity f
old
ers
−S
ervi
ce b
ase
d S
LAs
26
5 N
ovem
ber
20
07
Ap
plic
atio
n a
nd A
rchi
tect
ure
enha
ncem
ents
-2
•K
now
led
ge
Ma
nag
emen
t−
Ad
ap
tive
lea
rnin
g−
Web
and
File
Cra
wlin
g−
Util
ise
exte
rna
l kn
ow
led
ge
sour
ces
•C
hang
e M
ana
gem
ent
−Re
late
d c
hang
e re
que
sts
−Im
pro
ves
the
larg
e sc
ale
Re
lea
se M
ana
gem
ent
pro
cess
27
5 N
ovem
ber
20
07
Sup
po
rted
by
wid
e ra
ngin
g i
nteg
ratio
ns
Mes
sag
ing
: Pa
ger
Fa
x Em
ail
TeM
IP
SA
P S
MO
per
atio
ns C
ente
r (p
lann
ed o
uta
ge)
Perf
orm
anc
e In
sig
ht (
1hc
y08
)C
hang
e a
nd C
onf
igur
atio
n M
ngr
3
Qua
lity
Cen
ter
(1hc
y08
)Pr
oje
ct a
nd P
ort
folio
Ma
nag
emen
t
Net
wo
rk N
od
e M
ana
ger
Iden
tity
Ma
nag
emen
t
Op
era
tions
fo
r U
nix
8C
onf
igur
atio
n M
ana
gem
ent 4
.2
Op
era
tions
fo
r W
ind
ow
s 7
Bus
ines
s A
vaila
bili
ty C
ente
r 7
Net
wo
rk N
od
e M
ana
ger
Uni
vers
al C
MD
B 7
Dec
isio
nCen
ter
2A
sset
Cen
ter
5
SC
Aut
oC
onn
ect-I
TW
eb S
ervi
ces
Even
ts
|
Da
ta
|
Pro
cess
28
5 N
ovem
ber
20
07
Sum
ma
ry –
Ho
w S
M7
ca
n he
lp y
ou
Co
ntin
uous
ly
mea
sure
and
o
ptim
ize
IT v
alu
e to
the
bus
ines
s
Act
ivel
y m
ana
ge
IT
bus
ines
s va
lue
Red
uced
in
fra
stru
ctur
e co
sts
and
int
erna
tiona
l re
ach
Ind
ustr
y le
ad
ing
S
ervi
ce
Ma
nag
emen
t Ec
osy
stem
Ser
vice
Life
cycl
e M
ana
gem
ent
Co
ntin
ual S
ervi
ce Im
pro
vem
ent
Sca
lab
ility
and
Lo
caliz
atio
n
HP
Ser
vice
Ma
nag
emen
t S
olu
tion
29
5 N
ovem
ber
20
07
Sum
ma
ry –
Ho
w S
M7
ca
n he
lp y
ou
•Pr
oa
ctiv
ely
mo
nito
r se
rvic
e le
vels
to g
uara
ntee
exp
ecte
d p
erfo
rma
nce
•En
ab
le i
ntel
ligen
t tr
ad
eoff
s d
ecis
ions
bet
wee
n se
rvic
e co
st a
nd q
ualit
y
•Pr
ovi
de
act
iona
ble
KPI
sb
ase
d o
n th
e IT
IL v
3 s
ervi
ce li
fecy
cle
Co
ntin
uous
ly
mea
sure
and
o
ptim
ize
IT v
alu
e to
the
bus
ines
s
Act
ivel
y m
ana
ge
IT
bus
ines
s va
lue
Red
uced
in
fra
stru
ctur
e co
sts
and
int
erna
tiona
l re
ach
Ind
ustr
y le
ad
ing
S
ervi
ce
Ma
nag
emen
t Ec
osy
stem
•La
rges
t IT
Serv
ice
Des
k im
ple
men
tatio
ns i
n th
e w
orl
d a
re b
ase
d o
n H
P te
chno
log
y
•Se
rvic
e M
ana
ger
7 h
as
the
ind
ustr
y’s
mo
st c
om
ple
te lo
caliz
atio
n co
vera
ge
•H
P o
per
ate
s in
ove
r 1
70
co
untr
ies
•B
TO p
ort
folio
sup
po
rts
ITIL
v3
tod
ay
•H
P IT
SM L
ead
ersh
ip v
alid
ate
d b
y th
e O
GC
•G
rea
ter
HP
Serv
ice
Ma
nag
emen
t So
lutio
n co
veri
ng S
ervi
ces,
Ed
uca
tion,
So
ftwa
re a
nd H
ard
wa
re
•M
ana
ge
serv
ice
fro
m i
ncep
tion
thro
ugh
def
initi
on
to p
rod
uctio
n a
nd th
en
retir
emen
t
•Fo
cus
on
the
serv
ice
and
ser
vice
va
lue
to e
nsur
e b
usin
ess
valu
e a
nd a
lignm
ent
•U
nder
sta
nd B
usin
ess
imp
act
of
IT s
ervi
ces
31
5 N
ovem
ber
20
07
Dec
isio
nCen
ter:
Wha
t do
es i
t del
iver
?
A S
trategic
IT S
core
card
Busine
ss Im
pact
Ana
lytic
sOptim
izatio
n fo
r IT
Pl
ann
ing
& C
ontr
ol
Esta
blis
hes
stra
tegic
mea
sure
men
tne
eded
to
resp
ond
to th
e b
usin
ess
dem
and
fo
r a
cco
unta
bili
ty
and
tra
nsp
are
ncy
Qua
ntifies
impact
to b
usines
so
f d
ow
ntim
e o
r d
egra
ded
p
erfo
rma
nce
so IT
a
nd th
e b
usin
ess
can
det
erm
ine
hole
s in
ser
vice
d
eliv
ery
Prov
ides
“wha
t if”
ana
lysis
ena
blin
g a
b
usin
ess
dis
cuss
ion
reg
ard
ing
IT
cha
nge—
imp
act
to
the
bus
ines
s o
f in
vest
men
t, se
rvic
es,
and
sta
ffing
mix
32
5 N
ovem
ber
20
07
ITIL v3 A
ligne
d –
New
!
Service Strategies
Service Design
Service Transition
Service Operations
34
5 N
ovem
ber
20
07
Mo
re i
nfo
rma
tion
•Fu
ture
web
cast
s
−D
ec 1
1th
-Ser
vice
Ma
nag
er 7
pro
duc
t dem
ons
tra
tion
−M
arc
h –
Cus
tom
er u
pg
rad
e fo
rum
−C
ont
inue
d e
ach
qua
rter
, se
nd i
n w
hat
you
wa
nt t
o h
ear
•C
ont
act
yo
ur H
P S
ale
s Re
p a
nd/
or c
ertif
ied
pa
rtne
r
•H
P S
oftw
are
Uni
vers
e @
Ba
rcel
ona
−N
ov
27
th-3
0th
−S
M 7
and
DC
2 la
unch
•C
usto
mer
co
nnec
tion
web
site
:
−w
ww
.hp
.co
m/
go
/sw
cust
om
erco
nnec
tion
37
5 N
ovem
ber
20
07
SM
7 s
truc
ture
HelpDesk Foundation
ITIL A
utho
rita
tive Data
Sto
re
Integra
tion
(Soa
p A
PI)
Serv
ice Des
k(C
all M
gm
t)
Window
s and
Web
Clie
nt
Con
figur
atio
n M
gm
t
Integra
tion
(SCAut
o SD
K)
Prob
lem
Mgm
tSc
heduled
Maintena
nce
Self
Serv
ice
Tick
eting
Inciden
tM
gm
t
Kno
wledge
Mgm
tCata
log
Reque
stM
gm
tSe
rvice Le
vel
Mgm
tCha
nge
Mgm
t
Extern
al t
o Pr
oduc
t
Com
pon
ent
Mod
ule
Legen
d Self
Serv
ice
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