Welcome to Staying Ahead Webinar

Transcription

1 04/11/2010 Welcome to Staying Ahead Webinar Migrating from HP Service Desk to HP Service Manager 1 Footer Goes Here

2 Agenda 1. Migration features and benefits 2. Customer experience Dubai World ITC 3. PSQS / Education offerings around migration from SD to SM 4. Q&A 2 Footer Goes Here

3 Migrating from HP Service Desk to HP Service Manager Michael Pott Product Marketing Manager ITSM HP Software & Solutions 3 Footer Goes Here

4 HP Service Manager 9.20 s new web 2.0 user interface and associated performance improvements will be key enablers of our migration to Service Manager. Stefan Stroebel, Sprint We are impressed by the new solution integrations with HP Service Manager 9.20, in particular bringing together change management based on the UCMDB. Financial service provider based in the Netherlands I am impressed. It is clean, organized, and everything is within a click which is 100 times better. Manufacturing and distribution company based in the U.S. 4 Footer Goes Here

5 HP Service Desk Customer Opportunity Would any of these capabilities help your business? Enhanced functionality More scalability to accommodate growth Easier customization Flexibility in client footprints Is your company striving to...? Reduce cost by promoting increased user self-service and automating processes end-to-end Lower client administration costs Reduce support costs through consolidation of multiple service desks Improve user productivity by enabling remote access using a state-ofthe-art web client UI with a strong focus on performance, functionality, and intuitiveness Find a faster and easier way to measure and report performance against business requirements 5 Footer Goes Here

6 HP s Response HP Service Manager merges the best of HP Service Desk and HP Service Center Ease of use features of HP Service Desk Scalability and feature richness of HP ServiceCenter Embedded best practices to minimize the need to customize Better performance Increase ROI of your HP Service Desk investment, now Right amount of functionality Several upgrade methods available Quantifiable return on investment 6 Footer Goes Here

7 Benefits of Moving to HP Service Manager Quantifiable results from HP customers around the world 66% reduction in helpdesk workforce, IT cost savings 10% 87% increase in accuracy in problem identification and resolution First call resolution rate improved by 300% 50% reduction in escalations 50% of staff time freed up for higher-value-add activities Austrian Airlines (Austria) Simmin (Iceland) Vancouver Coastal Health Constellation Energy (U.S.) Qatar Telecom 7 Footer Goes Here

8 HP Service Manager and its associated products provide complete peace-of-mind because they integrate well with our other systems and we know we can trust all the information generated. Everything is fully visible and we now resolve problems rapidly to the betterment of service level delivery. Gary Donoghue, IT Director InTechnology plc 8 Footer Goes Here

9 Get more value with HP Service Manager 9 Footer Goes Here

10 More Value With HP Service Manager Examples of enhanced functionality in HP Service Manager Embedded Best Practices Significantly reduce customization expense, accelerate implementation, and provide for a painless upgrade. Consolidated Service Desk Scalability Accommodate growth with less businessdedicated resources. Enhanced Change Mgmt Process Minimize risk and costly outages. Improve service quality and customer satisfaction. End-to-End Automation Faster and more accurate delivery. 10 Footer Goes Here

11 More Value With HP Service Manager (con d) Examples of enhanced functionality in HP Service Manager Dashboards and reporting Track and report performance issues and improvements, available at your fingertips. Web 2.0 Client UI performance, functionality, and intuitiveness Better productivity and remote access. Eliminates client software maintenance by user. End User Self-Service Lowers per-user support cost and increases user satisfaction by enabling direct access to IT resources and services. Service Level Management Optimize IT delivery to meet business expectations. SLO driven Process monitoring. 11 Footer Goes Here

12 HP Service Manager A fresh new look for enterprise strength IT Service Management Enhanced Web 2.0 UI for superior operator efficiency End-to-end solution automation for higher agility 12 Footer Goes Here

13 HP Service Manager Change management embedded functionality New MS Outlook style calendar, embedded in several processes Powerful decision support (e.g., risk and impact analysis 13 Footer Goes Here

14 HP Service Manager on SaaS Value Suite Amazingly easy Get a core service desk up and running quickly and easily Get a great starting price and a great ongoing price Leverage HP s service management experience Grows with your business Manages calls, incidents and assigns tasks to other IT groups for closed loop follow-up and repair OGC Gold endorsed ITIL best practices 24x7 support Full documentation Includes all HP hardware and software 14 Footer Goes Here

15 Part of a Wide Range of Integrations The communication hub for managing the entire service lifecycle IT Planning and Control Change, Configuration & Release Mgmt Financials Demand Portfolio Quality Projects Requirements HP Service Manager Compliance Deployment Impact Root cause Health Service levels Application Lifecycle Mgmt Closed Loop Incident & Problem Mgmt 15 Footer Goes Here

16 HP Service Manager Certified Gold in ITIL v3 More gold-level OGC-certified ITIL processes than any other vendor U.K.'s Office of Government Commerce (OGC), the creator of the Information Technology Infrastructure Library (ITIL), has certified HP Service Manager 7.1 & 9.20 for TEN ITIL v3 processes at the Gold Level 16 Footer Goes Here Incident Management, Problem Management, Change Management Service Asset and Configuration Management Request Fulfillment, Service Catalog Management Service Level Management, Knowledge Management Service Portfolio Management, Availability Management Gold Level indicates that multiple customers have provided written verification of using HP Service Manager to automate these ITIL processes HP has more Gold-Level certified processes than any other vendor: Click here to see HP listed on the official OGC website

17 Migrate with no incremental license cost 17 Footer Goes Here

18 HP Service Manager License structure avoids incremental license costs No-cost like-for-like license migration entitlement Significant extra functionality bundled with SM components Non-production licenses (backup, development, test): no charge Year on year maintenance increase capped Six month parallel license execution entitlement 18 Footer Goes Here

19 License Conversion HP Service Desk to HP Service Manager Module License Conversion Extra Value Foundation All SD customers are entitled to SM Foundation for as many users as the total of all named and floating SD Users. (1:1) Web Client Web API FAX & pager integrations Help Desk SD HelpDesk customers are entitled to SM Help Desk for as many users as the total of all named and floating SD users. (1:1) More robust Problem Mgmt Scheduled Maintenance Change Management Service Level Management SD Change and Config customers are entitled to HP IT Change Mgmt Suite (SM CM + RCA) for as many users as the total of all named and floating SD Users. (1:1) SD SLM customers are entitled to SM SLM Module for as many users as the total of all named and floating SD Users. (1:1) Robust workflow in change Model more than one change process Easier to optimize service support and delivery 19 Footer Goes Here

20 Deliver measurable value with HP Service Manager 20 Footer Goes Here

21 In Summary: More ROI Deliver measurable value More functionality, integrations, and ITILv3 support End-user self-service, ease of use features for lower TCO, Web 2.0 UI, and more UCMDB Federation, 64 integrations in all, enhanced change management ITIL v3-based embedded best practices, end-to-end solution automation More value for your current license entitlement A neutral cost, like-for-like license migration resulting in more functionality Incremental maintenance is capped More ways to get there easily and cost-effectively Trade up support including trade up utility and upgrade factory services SaaS Solution 21 Footer Goes Here

22 ROI With HP Service Manager Downtime decreased, on average, by 35% Operations cost per user reduced, on average, by about $50 IT productivity improved, on average, by: Setup and configuration +25% Incident Management (reporting/repairs) +55% Problem Management (monitoring/forecasting) +56% Scheduled maintenance, application support & hardware support +25% * To access the IDC report, HP IT Service Management: An ROI Study by Frederick W. Broussard, Randy Perry, and Eric Hatcher, 1/2009 click here and look under "Analyst Reports" 22 Footer Goes Here

23 Where To Go Next? ITSM and HP Service Manager HP SM on SaaS Value Suite portal.saas.hp.com/site/html/smvs.mss HP Software-as-a-Service portal.saas.hp.com Contact your local HP Representative 23 Footer Goes Here

24 24 Footer Goes Here Outcomes that matter.

25 DW ITC Service Manager Solution Mohammed Arafat M&C Manager

26 Serving Dubai World Serving Dubai World Jebel Ali Data Center Port Rashid Data Center 40 KM 10,000 Users 8000 Computers 1000 Servers 300 Network Devices 25 Remote locations 128 Business Services 12 SLAs with our BUs 26 Footer Goes Here

27 Support Model ITC Services Managed Integrated Business Systems and Applications, Licensing, Virtualization Database Optimization, Backup and Recovery, DRP, Failover Managed SLAs, Security Policies, Storage on Demand Managed Data Centers, Facilities, Power, Network and Monitoring ITC Managed Services: ERP, Workplace, Managed Verticals S3 Managed Database: Database, Storage, Backup, DR Managed Infrastructure: Servers, Network, Security, OS Co-location: Asset Management, Media Management, Ping, Power and Pipe S2 S1 S0 Build Consolidate Integrate 27 Footer Goes Here

28 ITC Value Business Focus Secure & available infrastructure & facility Mature and proven practices Deep understanding of business Economy of Scale Fully established shared infrastructure Experienced staff Value enhancing turnkey execution model Leverage on depreciating assets Corporate discounts from IT vendors Pre-agreed resource augmentation agreement Strategic Partnership with vendors Cisco, HP, Microsoft, Oracle, etc 28 Footer Goes Here

29 How We are Doing that? HP BTO Software 29 Footer Goes Here

30 HP Software List HP Operations Manager Unix/Windows HP Performance Manager HP Network Node Manager HP Business Availability Center HP Internet Service HP Configuration Manager HP DDMI HP UCMDB HP Dashboard HP Reporter 30 Footer Goes Here

31 Past HP Service Desk 5.1 Integration with other HP software Automated ITIL process Workgroups Active Directory and HR system integration Reporting tools using Crystal Reports WEB interface using API for call registration Notification etc 31 Footer Goes Here BUT the business was asking for more

32 Service Manager - WHY? It is a database front end Out of the box single sign on solution Very light web interface and clients It has a change workflow Service catalogue and Business Service It has basic asset management feature It has great configuration management capabilities It measures your Team, Business KPI and your SLA If you want more use Connect IT and WSDL You can offer it as SaaS to your BUs IT customer service, with the enhanced security features You also can automate other IT processes like risk management and audit findings management, with different forms and profiles Basically it s a dream come true 32 Footer Goes Here

33 Project 33 Footer Goes Here

34 Challenges Revisit our ITIL process - due to SD limitation we had to modify some of our process, which now delivered better with SM Change management workflow and Application Enhancement Request process Learning RAD Approval delegation process Copy attachments from interaction to incident and change to task Restrictions using Mandanten based on company profile. 34 Footer Goes Here

35 SM Best feature is the New Change Process Application Enhancement (40phases) Shared service RFC Vertical Application RFC Corrective requests BU shared application Service commissioning / decompiling RFC 35 Footer Goes Here

36 36 Footer Goes Here Thank you

37 Education/PSQS offerings migrating from Service Desk to Service Manager Onno van Steenis HP SW Professional Services 37 Footer Goes Here

38 HP Service Manager 9.x : Customer Training Solution Approach project management, communication, management of change Project Initiation Analysis Design Develop Pilot Deliver Evaluate & Evolve Support Discovery Activity: understand business drivers demographics roles & profiles target audiences existing skills learning culture and styles policies & best practices 38 Footer Goes Here Course content Customisation: content design and development logistics infrastructure testing communication (customer) registration procedures (customer) ILT / VILT Delivery: pilot training quality check logistics confirmed evaluate compile/publish rollout schedule administer training programme (HP/customer) EUT / PodCast Delivery: FAQs EUT additional workshops and classes (subject to change request)

39 Training methodologies available for SM9 and BP4SM 1 Face to Face ( ILT ) Usually delivered on the customer s site using customer s equipment Live Virtual ( VILT ) In today s economic situation, customers require cheap training for many staff, often spread globally. These sessions can also be recorded On-Line ( EUT ) Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers Business Simulation Real life business scenario to demonstrate the importance of process and improve communication 5 39 Footer Goes Here Train-The-Trainer Expert HP instructors teach customer s staff how to successfully deliver customised SM9 end user training

40 Technical Training for Service Manager The following administration classes are scheduled on a regular basis in many European countries : Service Manager 9.2 Technical Essentials: This introductory course provides students with the technical skills needed to effectively use and configure the HP Service Manager 9.20 software product. This course focuses on configuring Service Manager to match the processes, policies, and procedures in the out-of-the-box environment. This 4-day course is a mixture of lectures and hands-on exercises. This course is designed for technical users who are new to HP Service Manager Service Manager 9.2 Advanced: This class is targeted at system administrators and consultants responsible for configuring and tailoring Service Manager for a customer s environment. The course focuses on the tools and utilities used to tailor a Service Manager system. The course is 50% lecture and 50% hands-on exercises. Service Manager 9.2 Administration: This class is targeted at system administrators responsible for the day to day management of the Service Manager application. The course focuses on the daily, weekly, monthly, quarterly, and annual tasks required to keep the system running efficiently. The course is 50 percent lecture and 50 percent hands-on exercises. This 4-day course is a mixture of lectures and hands-on exercises. Also available on request are: Service Manager 9.2 Foundations Service Manager 9.2 Delta Training Service Manager 9.2 Request Management 40 Footer Goes Here

41 SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEW HP services offering Fast Track Migration Migration with Add-ons Process Renovation with Service Management Reference Model Why HP Software Services? Extensive product and migration experience Significant investment made in development of migration approach, tools and services Cost reduction through remote delivery Capacity to scale with peak demand driven from End Of Support (EOS) time lines 41 Footer Goes Here

42 C o n t i n u a l S e r v i c e I m p r o v e m e n t O p e r a t i o n a n d T e c h n o l o g y Regulatory Environment S t r a t e g y a n d G o C Competitive Environment o n t v e r n a n c e T r a n s i t i o n a n d r o l D e s i g n a n d P l a n n i n g Migration scenarios 1 Fast Track Data migration Adopt standard, ITIL V3 SM7 process implementation Migration HP ServiceMgr 2 Technical migration with add-ons Technical migration plus additional new functionalities from SM7 Service Catalog, SelfService Portal, ucmdb integration HP ServiceMgr HP ServiceDesk with add-ons 42 Footer Goes Here 3 Process renovation with SM Reference Model Technical migration plus whole process renovation according to ITILv3 Packaged processes from Service Mgmt Reference Model Process implementation on SM7 via BestPractice solution Supplier Customer HP ServiceMgr With ITILv3 processes

43 Find out more Migration Contact your local sales representative Education Service Manager course offerings 43 Footer Goes Here

44 44 Footer Goes Here Outcomes that matter.