A Closer Look at HP Service Manager 9.31

Transcription

1 A Closer Look at HP Service Manager 9.31 November 8,

2 Brought to you by the Vivit HP Service Management SIG Join the group on Vivit. Your input is welcome. MaryKay Petersen Mentor Graphics Director, IT Service Mgmt & Enterprise Security 2

3 HP Discover Frankfurt 3 December 6 December Member Discount Free Advanced Training Monday, 3 December, 13:00-17:00 ITIL and Beyond: The Success for Reliable Service Delivery Add course to HP Discover account or directly with Vivit 3 Vivit Roundtables ITSM, Service Manager, Service Anywhere led by Chuck Darst, ITSM Product Manager and Marketing Wednesday, 5 December, 12:45 PM 1:30 PM Reserve your seat directly with Vivit

4 HP Discover 4

5 Speakers Michael Pott Product Marketing Manager HP Software Jacques Conand Product Line Director for HPSM Product HP Software Pat DeMartine Director ITSM Products HP Software 5

6 Housekeeping Session is being recorded Recording available for all members Q&A: Type your questions into the Questions pane 6

7 Webinar Control Panel Toggle View Window between Full screen/window mode. Questions 7

8 A Closer Look at HP Service Manager 9.31 Simplifying IT Service Management November 8, 2012

9 Agenda Quick overview of HP Service Anywhere More on Service Manager 9.31 Follow up to Oct webinar / Demo Q&A 9

10 Helping IT Sleep Bet t er at Night The best of SaaS and IT Service Management (ITSM) Sof t ware as a Service No capital expenditures No infrastructure to administrator and maintain Leave the backup, disaster recovery, etc. to us HP IT Service Management Deliver the IT service and support your business and customers require Handle calls, requests, and incidents quickly and efficiently Reduce risk with improved change management Leverage HP and industry experience 10

11 HP Service Anywhere Simple and quick SaaS Service Desk solution Social IT Ser vice Desk Codeless Configuration Automated Upgrades Professional Support World Class Services 11

12 HP Service Anywhere Key features for the first release Codeless Configuration - Simple and powerful tailoring suite Form, table and task editor Process Designer Simplified processes with HP best practices Service Desk Incident Management Problem Management Change Management Configuration Management Common workflow Social Collaboration Multiple sessions with multiple incidents and interactions Sel f -service portal Self Service Ticketing 12 Simplified access administration Centralized user and role administration Authentication against customer LDAP Decreased on-boarding with user data from customer s LDAP User data caching for improved performance Integrations Web services, , and Connect-It Dat a and conf ig upload and download Data upload of Locations, organizations, groups, user & CIs Utilities to move customizations between SaaS systems Automatic regular updates Multiple automatically deployed updates per year Customer configurations untouched 99.9% availability guarantee

13 Coming soon: December 12 Vivit Webinar

14 HP Service Anywhere Summary Simplifying IT Service Management, delivering as a service Quicker time to value A robust service desk with embedded good practices Implementation in weeks not months Industry leading availability and security Lower risk option for SaaS Built on robust HP technology HP has the services, software and the hardware Intuitive interface and processes Process users complete records faster Minimize total cost of operation Very low, no upgrades with minimal admin Reuse current investment (for current HP customers) The complete partner SaaS, implementation services, process consulting, education and certification Compl et e portfolio single hand to shake. 14

15 HP Service Manager 9.31 overview

16 SM Self -service portal A complete revamped tailorable user interface Self -Service Support Global Search Service Subscriptions Generic Approvals Shopping Cart Improvements Customization Default Layout Improvements Custom Fields Support 3 rd Party Application Launch Customized Layout & Look and Feel 16

17 SM SM Collaboration Deliver integration between SM collaboration and Office Communicator/Lync Initiate and maintain real time conversations for SM Incident, Interaction forms and Change module Invite participants by searching Display users' status on participant invitation window 17

18 SM Launch UCMDB Browser UI from SM Enable customer to use view in UCMDB browser when they are viewing Configuration It em in SM. 18

19 SM CLIP Downtime management Suppress false events HP SM updates BSM platform to suppress events generated on CIs going through change management process Increased efficiency for operations bridge analysts by reducing time spent on analyzing false events 1.1 SM CMS BSM Platform Alert service desk HP BSM platform updates SM on the downtime activity to assist with service desk inquiries Increased efficiency for service desk agents and incident analysts by correlating tickets to the existing downtime BSM Platform SM BSM Event Channel 19

20 HP Service Manager 9.31 summary Self -service Portal Enhanced Self-service support Enhanced Customization capabilities SM Collaboration In-context conversations for incidents and change Integration with MS Lync SM-UCMDB Integration Enhanced SM-UCMDB integration Integrated UCMDB browser CLIP Downtime Management Downtime management in Event-to-Fix 20

21 HP Service Manager 9.31 demo

22 Summary and t akeaways HP Service Manager 9.31 new release brings some important benefits in terms of enhanced self-service portal, built-in collaboration and advanced solution integrations HP has a strong vision and strategy to address the entire service lifecycle with an innovative SaaS offering combined with the on-premise offering and continues to invest in HP Service Manager 22