service manager 9.40 universal cmdb 10.20 what’s …€™s new with hp service manager and...

© Copyright 2014 Vivit Worldwide © Copyright 2014 Vivit Worldwide

What’s New With HP Service Manager and Universal CMDB

December 18, 2014

© Copyright 2014 Vivit Worldwide

Brought to you by


Hosted by

Laura Walker

Vivit Chapter & SIG Leader

Vivit Director


Today’s Speakers

Michael Pott

Senior Product Marketing Manager

HP Software

Doron Orbach

Senior Product Manager

HP Software

Linda Brown

Solution Architect

HP Software


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© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Service Manager 9.40 Universal CMDB 10.20: What’s new December 2014


Agenda

What’s new with HP Service Manager and Universal CMDB

– Introduction

– Service Manager 9.40

– Smart Analytics

– Demo

– Universal CMDB and Discovery

– Q&A


Why do ITSM customers care? —Dynamism

What we expect

• Separation of core versus context

• Mosaic business processes

• Networks of affiliated specialists

• Aggressive innovation schedules

What we’ll need

• Ability to manage hyper-diverse environments – services, people

• Real-time sense and respond engines adapt digital and human processes

• Digital supplier management


HP Service Manager helps you meet these challenges

Drive compliance and

pass IT audits

Control and minimize

risk

Superior service quality

Productive IT end users

and business units

Agility and responsiveness

Moving to ticketless


HP Service Manager The Big Data service desk

Smart Analytics

Easy, fast & accurate ticket handling, hot

topic analytics

Superior simplicity

New UI, reporting with 100+ instant

reports

Time to value

Process Designer, Deployment Manager,

out-of-the-box best practices for fast

implementation

Best in class change management,

solutions…

Mobility—access from everywhere


New in Service Manager 9.40

Modern user experience and productivity brought by redesigned interface

Transformed user experience

Role-based dashboards and reporting accessible from all processes

Process reporting

Extension of Hot Topics Analytics to additional processes

Big Data expansion

Codeless configuration with Process Designer and new simplified request fulfillment

Process agility

Enhanced out-of-box process content for core ITSM processes

Process content


Service Manager Reporting Easy to use, interactive and customizable dashboards for all processes

• Near real-time reporting

– Fresh data to proactively monitor service performance and to take necessary actions

• Low TCO

– 100+ out of box reports; intuitive UI helps to create more easily

• Personalized and role-based dashboards

– Only show what you need to see

• Flexible distribution methods

– Printing, exporting (PDF, MS Excel and HTML)

– Scheduled distribution (Email, File Server)


HP Service Manager Process Designer Simple and efficient process customization with codeless configuration

• Helps automate process workflows

• Fast time-to-value

– Simplified, efficient best practices

• Based on ITIL and HP Service Management Reference Model

– Service desk

– Incident and problem management

– Knowledge management

– Change management

– Request fulfillment

– Service level management


Service Manager 9.40 New request fulfillment

• Process agility, automated fulfillment

• New request model and enhanced task planner

• Based on Process Designer for codeless configuration

• Automated rule-based ticket assignment, fulfillment and ticket closure

• Lightweight asset lifecycle tracking with order/stock management, and UCMDB update

• Integration with Asset Manager for chargeback support


Service Manager 9.40 Higher service quality with improved service level management

• New agreement structure

– ITIL aligned records to effectively define relationships and targets

• Process designer workflow control

– Easily build and maintain agreements under proper process control

• New features, best practices and KPIs

– Quickly implement, monitor and report service delivery success


Service Manager 9.40 Survey

• Flexible and easy to use

• Automatically poll end user satisfaction via email

• Surveys can be sent to the specified contact at the end of each incident, problem, configuration, change, request and interaction

• Trend reports provide insights and identify areas to improve

• Can be customized to add, update and delete questions to address your organization’s business needs


Service Manager 9.40 More, more...

Other ITIL process improvements

– Improved incident, problem and change management (e.g., incident parent/child relationship, handling for ‘major‘ problems, change proposal process)

• Improved configuration management

– UCMDB browser widget embedded into Service Manager

• Data model utility

– Entity relationship diagram helps to generate reports and identifies the impact for potential changes

– Reference missing report


HP ITSM Deployment Manager Simple installation of Service Manager and Smart Analytics

• Reduce time to value (TTV)

– Simple UI

– Automated deployment and sizing

• Reduce total cost of ownership (TCO)

– Automated configuration

– Automated patching

• Better experience

– Enhanced support experience

– Automated recommendations

• Allows to create HP ITSM Appliance

– Service Manager, Universal CMDB, Universal Discovery, Configuration Manager, Release Control


Competitive service desks only see this ... But there is more ...


10% of ALL your data

Your structured data

Traditional

Transactional

data Search engine Images Email Social media IT/OT Audio Video Documents,

spreadsheets Texts Mobile

What is the impact of unstructured data?

Private Hybrid Public

Human

information

Machine

data Blind

spots

10% of ALL your data

Your structured data

With HP Haven, Service Manager extends its reach to

the other 90% of the data universe … unstructured data


HP Service Manager Smart Analytics Leverage Big Data for your service desk

Agent

End-user

Problem manager

Smart Ticket Simple and fast: Open an

incident via screenshot or

natural language

description

Smart Ticket Efficient: Automatically

categorize, understand

the impact and assign;

quick “training”

Hot Topic Analytics Actionable and fast: Problem

resolution based on

unstructured data from all

Service Manager processes


Hot Topic Analytics—completely configurable A revolution in reporting and trend analysis using unstructured service desk data

Can be configured to use multiple

Service Manager data sources • Changes, requests, incidents, …

Can be configured to turn data into

action you specify, for example • Identify trends in one set of data and

subsequently develop linkages with other

data

• Can run on top of Service Manager

reporting results to provide further insights

If you can imagine a use case, you

can probably do it

We help make your

use case reality

• For qualified Early Adopters*, we can help

you apply Smart Analytics to use cases you

want to implement

• All we ask is for some form of customer

testimonial or reference (1:1 or 1:many)

*NOTE: Participation in the Early Adopter Program is

limited—please contact your HP sales rep


HP Service Manager 9.40

Modern user experience and productivity brought by redesigned interface

Transformed user experience

In-tool reporting accessible from all processes

Process reporting

Extension of Hot Topics Analytics to additional processes

Big data expansion

Codeless configuration with Process Designer and new simplified Request Management process

Process agility

Enhanced out-of-box process content for core ITSM processes

Process content


HP Service Manager: Three things to remember:

Service Manager is an

integrated and

automated enterprise-

scale service desk

that improves staff

efficiency, reduces risk

and increases service

quality

Service Manager’s out-

of-the-box best

practices and process

designer simplify IT

process implementation

and customization for

fast time to value for all

key IT processes

2 3 Service Manager now

leverages Big Data and

a new UI for an

engaging user

experience and

increased IT productivity

which is changing the

game

1

Universal CMDB and discovery


HP Configuration Management System A comprehensive and integrated configuration management solution

HP Universal CMDB Highly capable CMDB with more

than 30 out-of-the-box integrations

HP Universal Discovery Market leading agent, agent-less and

passive Discovery capabilities

HP UCMDB Browser The only user interface in the industry to bring data to everyone

HP UCMDB Configuration Manager Increase data quality, compliance, policies and analytics


Display

Search

Report

HP Universal CMDB The foundation for your configuration management system

HP Universal CMDB

Single version of truth

Integrate

Federate

IT environment

Universal

discovery

Normalize

Enrich

Reconcile

Enable

Services

OMi/BSM

Your IT service or

application that rely on IT

data

Service Manager

Service Anywhere

Asset Manager

Project and Portfolio

Management

Standardization,

change control,

Compliance and

business continuity


Introducing...HP’s Automated Service Modeling

Defines service entry point(s)

Clicks “Start Modeling” Sits back and watches as a

service map appears

Business owner


End-to-end Service Maps

Firewall

Mainframe

Virtual, physical or hybrid environments

Network /

Load

Balancer

Web servers

Databases

Employees

Web services

Clusters

Application servers/

composite

applications

Storage Databases

User

User

Cloud

services/ISP

s

User

Automatically discovered and modeled business

services

Accuracy Up-to-date With end-to-end visibility

How many accurate, up-to-date Service Maps do you

have?


Why HP Automated Service Modeling?

Reduce time to value of modeling services

• Focus on what matters – the service context

• Save time and money by modeling services faster

Rely on existing knowledge

• Service owners can initiate modeling of their services from the

intuitive user interface

• UCMDB admin can be consulted in case of advanced discovery topics

Leverage breadth of leading universal discovery

• Most comprehensive discovery content in the industry

• Constant tracking of changes in the business service infrastructure

Use model services in your entire processes

• Business services are shared with SM for change, incident or problem

management, or with BSM and other solutions


The Business Value of Automated Service Modeling

Understand the impact of an infrastructure change on your business services. • Is this change

critical? • Which services might

be impacted?

Understand Change Impact

Learn what might be the reason for a service disruption. • Disruptions usually

occur due to change • Which configuration

changes might have caused cause disruption?

Avoid service Disruptions

Plan your changes based on accurate maps • Don’t just assume

things are out there • Drill from services

to infrastructure including networks and storage

Authorize changes wisely

Share data among your processes • Use the same

service definitions for all your processes including change and monitoring

Transparency and close loop


Get started now!

For more information go to

www.hp.com/go/servicemanagementsoftware

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

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