Service Manager 7

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18 Νοε 2013 (πριν από 3 χρόνια και 6 μήνες)

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Technology for better business outcomes

© 2007 Hewlett
-
Packard Development Company, L.P. The information contained herein is subject to change without notice

Service Manager 7

HP next generation consolidated service desk

The ITSM challenge

CIO

&

IT

How do we capitalize on our ITSM investments and deliver
value to the business?

Service Level Mgmt

Definition, Track & Report

Asset & IT Financial

Asset Lifecycle

Availability

Monitoring & Events

Services, Request

& Service Catalog

Users & LOB

Improve service

CFO

Value vs. Cost & ROI

Mergers

& Acquisitions

Increasing
complexity,
value delivery,
resource &
cost pressures

Reactive mode
vs. proactive
mode

CTO & Dev Team

New Initiatives

Problem Mgmt

Orchestration & Isolation

Configuration Mgmt

Manual, Automated

Change Mgmt

Monitoring & Events

Incident & Call Mgmt

1,000’s of incidents

Demand from the business

Service Management is here

ITIL V3 brings service management in line with changing
business needs and priorities, advancing technology and
new governance models.

ITIL v3 . . .


Linking strategy, applications and
operations


Clarifying the business benefits


Improving usefulness and
applicability


Making it easier to implement


Leveraging real
-
world
advancements in tools,
technology and relationships

HP Software approach

IT Service Management


Increase IT staff efficiency to reduce costs through standardized and automated best
practices


Enable integrated end to end service delivery


Understand the complete TCO of delivered services

Mitigate risk
through centralized
and enforced
processes


Proactively monitor service levels to guarantee expected performance


Enable intelligent tradeoffs decisions between service cost and quality


Provide actionable KPIs based on the ITIL v3 service lifecycle

Right
-
size costs
through service
automation


Minimize service disruptions through automated change control


Enable regulatory compliance and certification


Isolate and address potential sources of impact to the business based on financial
priority

Continuously
measure and
optimize IT value
to the business

Integrate with business service management to

transform IT into a strategic service provider

Introducing

HP Service Manager
7.0

HP Service Management Center

Foundation

Process automation

Reporting

Universal CMDB

Third
-
party integrations

Service Manager

Help Desk

Service Level
Management

Change
Management

Knowledge
Management

Request
Management

Dashboard

HP Service Management Center



DecisionCenter

IT Performance Analytics

Business Impact Analytics

Decision Optimization

Catalog
Management

AssetCenter

Asset Portfolio
Management

IT Financial

Management

Contract
Management

Procurement

Software

Asset
Management

Change Control Management

HP Service Manager 7.0

Industry
-
leading, mature, evolved

End
-
user Self Service

Module

Component

Service

Level

Management

Change

Management

Request

Management

Knowledge

Management

Catalog

Self Service

Ticketing

Scheduled

Maintenance

Problem

Management

Incident

Management

Service

Desk

(Call Mgmt)



Help


Desk



Foundatio
n

Configuration Management

Foundation Components

Service Manager is proven technology


Robust enterprise
-
class service management
solution


Over 25 years of service management focus and
experience


Comprehensive ITIL
-
aligned practices


Highly rated by independent experts


Most extensive service management solution
available


Highly experienced support and enablement
team geared for large organizations

Service Manager helps you define and
answer the right questions


What’s the right resource allocation for the
service desk?


How long should an incident take to resolve?


How can we improve 1st call resolution?


Is our change process working as expected?


How often are we meeting service levels?


How long does it take to provision a new
employee?


What should we be working on right now?

Service Manager 7.0

key themes

Fully integrated service lifecycle
management

Convergence of HP’s leading
Consolidated Service Desk tools

Technology and expertise to protect
existing customers’ investment

Application and architecture
enhancements

Wide range of integrations including
Universal CMDB Federation

Service Lifecycle Management

Key themes

Manage individual or departmental subscriptions to services

Visualize the service + all constituent CIs, relationships and impacts

Embody ITIL V3’s
Lifecycle

and
Continual Service Improvement

Publish and enforce IT’s offerings alongside costs and Service Levels

Track detailed service history for analysis and accurate reporting

To help fully articulate the business value of IT

Service Lifecycle Management


Aggregate Demand


Prioritize
Investments


Build and Test

1. Initiate/Design


Business Service
Modeling


Discovery


Service Level Definition

2. Define/Discover


Reporting and
Analytics


Usage/Chargeback


Service Optimization

6. Analyze/Optimize


Incident Management


Change Management


Problem Management

5. Support


Health Check


Service Level Monitoring


Event Generation

4. Monitor


Service Catalog


Service Selection


Value/Cost Statements

3. Publish/Deliver

ITIL v3

ITIL v2

Subscriptions; manage request lifecycle


Avoid “get and
forget”


IT has visibility of
services and who is
using them


User knows what he
has and how much it
costs


Status


Link to Contact/Dept


Link to Service/CI


History


SLA Options


Custom Options


Related Changes, Incidents
etc

Individual or

department

Subscription

Listing

Cancel

Service

Request

Support

Modification
Request

New

Subscription
Request

Service Lifecycle Management

Benefits


Deal automatically with the
service
, not the hardware and
software components


Give IT control over its service
offerings and articulate them
clearly to the business


Deliver services at the
timescale, cost and quality
demanded


Save time, money and
frustration for IT and the
business

Supported by wide ranging integrations

SCAuto

Connect
-
IT

Web Services

Events

Data

Process

Asset Center 5

Decision Center 2

Universal CMDB 7

Network Node Manager

Business Availability Center 7

Operations for Windows 7

Configuration Management 4.2

Operations for Unix 8

Identity Management

Network Node Manager

Project and Portfolio Management

Quality Center

Change and Configuration Mngr 3

Performance Insight

Operations Center (planned outage)

SAP SM

TeMIP

Messaging: Pager Fax Email

Application and architecture
enhancements

1


Valuable legacy Service Desk Functionality


Consolidated inbox
(“TODO list”)


Views


Multiple item update



Templates


Advanced Find


Security folders


Service based SLAs

Application and architecture
enhancements

2


Knowledge
Management


Adaptive learning


Web and File Crawling


Utilise external
knowledge sources


Change Management


Related change
requests


Improves the large scale
Release Management
process

Quote slide

“We were able to make the people who use
the tool much more efficient, probably 40%
more… As a result, we’ve been able to add
new stores each year without needing to
increase IT staff.”

IDC whitepaper: Determining the ROI from Deploying integrated
IT Service Management


February 2006

Summary

how SM7 can help you

Actively manage IT

business value

Continuously
measure and
optimize IT value to
the business

Reduced
infrastructure costs
and international
reach

Industry leading
service
management
ecosystem

Service lifecycle management

Continual service improvement

Scalability and localization

HP Service Management solution

Summary


How SM7 can help you

Actively manage IT

business value

Continuously
measure and
optimize IT value to
the business

Reduced
infrastructure costs
and international
reach

Industry leading
Service
Management
ecosystem


Manage service from inception through definition to production and then
retirement


Focus on the service and service value to ensure business value and alignment


Understand Business impact of IT services


Proactively monitor service levels to guarantee expected performance


Enable intelligent tradeoffs decisions between service cost and quality


Provide actionable KPIs based on the ITIL v3 service lifecycle


Largest IT Service Desk implementations in the world are based on HP
technology


Service Manager 7 has the industry’s most complete localization coverage


HP operates in over 170 countries


BTO portfolio supports ITIL v3 today


HP ITSM Leadership validated by the OGC


Greater HP Service Management Solution covering Services, Education,
Software and Hardware

Why HP? Experience, breadth,

and depth

People

Process

Technology

Industry


69,000+ dedicated services employees in
170 countries


5,000+ ITIL certified professionals


3,600+ active membership in PMI


1,000+ successful
implementation/transformation projects


4000+ customers in service management


80+ education centers worldwide providing
project management, ITIL, and HP
software training to over 100,000 IT
professionals


The global leader in service management
software with over 4000 customers


6
th

largest software company in the world.


Integrated lifecycle solutions that deliver
collaboration, quality and cost effective IT
service management


5 current contributing authors of ITIL v3
refresh


6 fellows and 12 members of the Institute
of Service Management, 6 ITIL
®

Luminaries


Involvement with development of ISO/IEC
20000 and other international standards