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HP IT Service Management

HP IT Service Management. Improving your quality of service quickly and simply Rogla , Slovenia, September 2012 Branislav Makyta, HP Software.

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HP IT Service Management

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  1. HP IT Service Management Improving your quality of service quickly and simply Rogla, Slovenia, September 2012 Branislav Makyta, HP Software

  2. “Consolidating our help desk onto a single, global instance of HP Service Manager has given us the framework we needed to reduce the cost of delivering IT services by 12%, while improving the quality of IT services we deliver to Kellogg employees.” Tracy Austin, Director IT Controls, Kellogg Company “In order to guarantee smooth operations under these conditions, we need to standardize and automate our IT processes – to do anything else would be a risk for the company. It is particularly important that we ensure that knowledge about our IT systems and processes is available, in a structured form, to those who need it.” Edmund Koch, head of IT Services, Audi AG

  3. Agenda • Market trends • HP Approach to IT Service Management • HP ITSM Solution • Why HP ITSM • The IT world is changing • Mission and strategic direction

  4. Market trends driving the future of ITSM Challenging budgets, complex technology , faster service rollout • Trends • Simplification, good-enough • Cloud • SaaS • Self-service • Mobility • Standardization • Social • Challenge • How can you make IT more productive while meeting business and customer expectations?

  5. HP Approach to IT Service Management

  6. The HP IT Performance Suite—always perform better Comprehensive, connected and flexible Strategy, planning and governance Performance analytics Cloud Security Information Application lifecycle management IT operations management Security andrisk management Big data Information lifecycle management Foundation Extensibility, orchestration, collaboration and mobility Services and support

  7. HP IT Service Management Central to the HP IT Performance Suite and IT Operations solutions • Connected • Provides a single point of contact between your IT, the business and end users • You save time and money with HP built and supported integrations • Open architecture • Flexible • SaaS, on-premise, and other delivery options • Get started simply and quickly with built-in best practices • Grows with your needs • Comprehensive • Improve your IT operations with complete solutions • Leverage HP process experience • Scales to the largest environments

  8. HP ITSM Solution

  9. Improving your quality of service quickly and simply HP IT Service Management Solution IT Performance Metrics Service Portal Service Desk • Incident • Problem • Knowledge • SLAs Change Mgmt • Planning • Approvals • Impact/risk • Virtual CAB Request Catalog • Self service • Goods and Services • Approvals • Provisioning Asset Mgmt • Assets • Contracts • Governance • Costs Configuration Management System (CMS) Discovery

  10. IT Performance Metrics HP Executive Scorecard • Single pane of glass for IT performance • Key Performance Indicators cascaded throughout the portfolio • Open for KPI expansion and customization • KPIs include: • Percentage of FCR (first call resolution) • Incident aging • Change success rate • Percentage of emergency changes • Percentage of changes resulted in outages • More than 30 ITSM KPIs helpyou to perform better

  11. Collaborative IT service desk The single point of contact between your IT, the business and end users Standardize and automate processes, enable IT to work as a single organization Customizable dashboard Mobile client Collaboration Out-of-the-box best practices Graphical process designer

  12. HP Service Catalog and Request Management The focal point between IT, the business and customers Enable a fast, easy and friendly process for end users and agents Define and maintain a standard set of user goods and services Reduce ad hoc requests with standardized procurement processes Provide consistent and predictable cost models Support Self-service UI to reduce the service desk’s workload

  13. Why HP ITSM?

  14. ROI with HP IT Service Management Quantifiable results from HP customers around the world

  15. Why HP IT Service Management? The difference • Start quick, simple and smart • Easy-to-use, fresh look-and-feel, mobile • SaaS and on-premise • Out-of-the-box best practices • Elevate your service lifecycle management • Realize process improvements quickly • Harness the power of thousands of successful ITSM implementations • Worldwide services, enablement and support • Complete your solution across and beyond IT operations • Sevice request and automated fulfillment, change, configuration and release, break-fix • HP built and supported integrations

  16. Mission and strategic direction

  17. The IT world is changing Understanding the right requirements for ITSM • Yesterday • Completely customizable platform • Feature rich over simplicity • Long period between releases • Standard aligned/certified processes (ITIL…) • Process is driving the flow not people • End-user platform defined by IT • Willingness to invest significant amounts in Services • Today • Simplicity, training-less • Consumer-like user experience • Frequent cloud-based releases • Easy to adapt workflows • Leverage the wisdom of the crowd • Collaboration as a way to speed up processes • Supporting ‘Bring Your Own Device’ • Solution TCO is a strong focus • IT Strategy, Apps and Ops silos are fading

  18. HP ITSM strategic direction • User Experience first • Reduce feature to deliver them better. Beautifully simple. • Social, mobile, reporting and Gamification • Part of the design of any functional modules • Cannot assume end-user devices or screen factors • Adaptive UI • Limited platform customization • No code involved, risk limited, seamless upgrade • Enable cross IT and LOB processesNo module silos • Eco-system of cloud based integrations

  19. Our mission“Deliver a nimble solution for our customers to manage their portfolio of IT on-premise & off-premise services through-out their entire lifecycle. This will result in increased agility, transformation, and reduced costs.”

  20. Thank you

  21. Looking for more information? • Datasheets • Brochures • White papers • Demos, videos • ... and more • For latest information: • www.hp.com/go/itsm • www.hp.com/go/itsmblog

  22. Backup

  23. Service & Portfolio Management Vision Marketecture Integrated Portfolio (Service, Apps, Projects…) Integrated Process IT Asset and Configuration Management IT Service Management & Service Integration Project Execution Employee Self Service, Catalog & Request aPaaS(*) Codeless configuration SaaS Operation & Remote Mgmt(*) Social & Gamification Designed for Mobile Universal Discovery Entities & Forms Process Designer Data Hub Multilingual support Reporting & Analytics (*) can operate on-prem

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