HP and the Intelligent Service Desk (SPM Product …...HP and the Intelligent Service Desk (SPM Product Updates) March 6, 2014 Good day, and welcome to today’s webinar: “HP and

© Copyright 2014 Vivit Worldwide

HP and the Intelligent Service Desk (SPM Product Updates) March 6, 2014

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Good day, and welcome to today’s webinar: “HP and the Intelligent Service Desk (SPM Product Updates)”


Brought to you by

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This webinar is brought to you by: HP


Hosted by

Laura Walker Vivit Director

HP Service Management SIG Leader

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Today’s webinar is hosted and moderated by: Laura Walker Vivit Director HP Service Management SIG Leader Tell the audience something about yourself…..


Housekeeping • This “LIVE” session is being recorded Recordings are available to all Vivit members

• Session Q&A: Please type questions in the Questions Pane

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Some Housekeeping: Today’s live session is intended for all Vivit members. The recording will be posted in the webinar section on the Vivit website, visible for all members. Additionally, today’s slide deck and webinar recording will be made available to you. We will send you the link via email once they are posted to the Vivit website. If you have questions as we go along, please type and send them in using the Questions Pane in the webinar control panel.


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

Scott Knox Chuck Darst HP Software

Inteligant Servuse Desk

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Sound bite: intro to the topic given the fact that I typo’d the title . Ever happen in your tickets, changes, or in your server fixes Chuck calls out the typo’s

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 7

Welcome to our webinar!

Scott Knox SR Product Manager ITSM

Chuck Darst HP Sr. Product Marketing Manager

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Attention getter Take control with survey question Who are these guys? Bob and Doug, the Mackenzie brothers Bill Murray and Eddie Murphy Jake and Elwood Madonna and Miley Cyrus Follow with intro of Who we are


Desired Outcome

Considerations

Includes Does not include

What are we doing here today

The framework

Roadmap Technical detail

A sales pitch

HP and analyst insight Slides and Demo

Specific timelines Car chases

Is Is not

Provide you information and considerations to help you plan and deliver better service to your consumers in the face of the changing IT landscape

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What are we doing Car Chases – Chuck says that Laura said we cannot show the car chase due to time What is desired outcome


IT landscape Gartner top 10 technology trends 2014

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What is the IT landscape Point out the Gartner reference Gartner didn’t say it was this dark but I think it is scary Add in the topic of security threats


Manual

processes

Silos

Point integrations

Multiple environments

Old style of IT – lights on IT management

A sea of red

Point tools

Reactive

Traditional

= Limited by classic SQL data, manual process & point integrations

10% of ALL your data

Your structured data


This is not a sales slide

The HP Response




Traditional

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

Documents, spreadsheets Texts Mobile

New style of IT

—what’s the impact

of unstructured data?

Private Hybrid Public

Human information

Machine data

Explosion of unstructured data

Blind spots



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Chuck input here on connectedness


A New Style of IT is emerging….

Driven by the Businesses

New IT Delivery Models

Bridging Consumer & Enterprise

Enabling Business Growth

Time to Value Simplicity Innovation

New Style of IT

Cloud

Big Data

Social

Mobility

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Chuck topic around service brokering As usual at HP these days, we will start with the New Style of IT – driven by mobility, cloud, social and big data. It changes the way technology is consumed, delivered and purchased. For our customers, New Style of IT promises simplicity, innovation, greater agility, speed and time to value. For IT it also includes IT managing a portfolio of services that is increasingly broad and diverse from an ever-growing set of suppliers, in an ever-faster moving environment. This portfolio of services is driven more and more by the business. New technology and new delivery models can help IT to step up in enabling business growths and being proactive in bridging consumer and enterprise expectations. And to provide business-relevant performance.


ITSM Investment Themes

On Premise SaaS Hybrid

Modernized UI Codeless configuration Simplification/integration Multi-supplier

management

Modernized UI Codeless Configuration Multi-tenant architecture Multi-supplier

management

Service Manager for IT, Service Anywhere for LOB

Powered by HAVEn

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Sound bite: we are moving both our on premise and our SaaS offers into the new style of IT We see a need for a hybrid offer We want to make sure everyone is clear that we are definitely driving this dual path agenda forward


What’s next for Service Anywhere?

Visualize

Automate

Improve

Change Scheduling & impact visualization Enhanced in-tool reporting with over time and actionable unstructured data analysis of hot topics Accelerate request fulfillment and increase asset utilization with stock management

Manage your IT asset and contracts portfolio Change Analytics & Automation Increase employee satisfaction with multi-channel support – live chat, email, telephony Multi-item Catalog Requesting and Integrated Automation Connect Incident Management to Service Manager and event management

Enhanced Analytics and KPIs for continuous service improvement and service management maturity increase Automate request to order and receiving with IT Procurement Operationalize your application releases more successfully with Release Management

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In order to be successful, we need in 2014 to do the following: deliver on an advanced change management agenda that is compelling and differentiated, providing us with at least a second (with ESS/Catalog/KM) large ‘change the game’ story against the competition From release control type of features to proactive analytics helping to learn from past changes, correlate changes, optimize planning and automation deliver on most of what an ITSM typical customer needs in ITAM, making ITAM trivial to adopt and with clear ROI of asset optimization Double down on our ESS/Catalog/KM differentiation Help our customers improves by assessing maturity through analytics and helping increasing the score with continuous service improvement Start PPM with Ideation, avoiding cannibalization and differentiating from the competition, in particular SNOW, adding to our all-in-one portal story. With this, we will win as we will be the only one to deliver unprecedented simplicity and power around the catalog and change, helping our customers move in their maturity level and deliver end-user increased satisfaction and lower IT Cost while freeing up IT to deliver more services, better and faster.


This is a rolling (up to three year) Roadmap and is subject to change without notice.

HP Service Manager - next IDOL integration Advanced help desk capability powered by knowledge Case Exchange Exchanging Incidents across service desks Usability improvements New change calendar Auto-complete Date Picker Improved readability Deployment Manager New solution to accelerate deployment and integrations

All product views are illustrations and might not represent actual product screens.


HP Software Visions of an Intelligent Service Desk

February 2014

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Introduce Demo here Simply show the mobil phone and show that I get both an article and a support offering


Target Consumers

Information Casual Users

IT Agents Automation

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Introduce the topics and consumers of an intelligent Service Desk


The era of big data

Through 2015, 85% of Fortune 500 organizations will be unable to exploit big data for competitive advantage - Gartner Research, Information 2020: Big Data and Beyond, 24 July 2013

By 2015, 4.4 million jobs will be created around big data - Gartner Research, Gartner Symposium/ITxpo 2012,

Big data: the next frontier for innovation, competition and productivity - McKinsey Global Institute Report, May 2011

Data is doubling every 12 – 18 months

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Rich media = includes for example training videos, screen shots


Big Data landscape

Human Information Machine Data

Business Data

10% of Information

90% of Information

Annual Growth

~100%

~10%

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Three distinct problems: machine data (logs), business information, human information Growth in machine and human Vertica structured Autonomy unstructured. Building platform – add ESP And a natural place to put it… Hadoop data lake. Multiplicity for applications Introduce Colin. [COLIN ENTERS, ROBERT EXITS. SLIDE ADVANCES TO “HAVEn – the big data platform”]


Big data, big benefits for IT service management

Dramatically reduce the number of tickets into IT

Detect issues and trends earlier for faster, improved response

Improve service quality

Connect IT and the business into one conversation


Information management

Governance • Define the information management process • Assure information quality and control target audience access

Breaking information silos • Bring in existing content under consolidated management • Index information in distributed systems

Smart information leverage • Apply service knowledge to service management cases • Reuse ongoing service management work as first-class information


Target Consumers



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Enable a social employee self service Intuitive and Integrated All employees access to knowledge, services, and support. Proactively content delivery based on user profile and current inquiry context Universal access – web, tablet, smart phone Customers can define their own themes/skins Social Post questions to your peers Expertise and peer relationship matching Share comments and ratings Reward user behavior through gamification Service Oriented Browse a catalog of services and offerings Read service related news, knowledge, FAQs Request service specific support

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We will differentiate in ESS through reducing dramatically IT cost by reducing the workload on the service desk by enabling: - Social ESS so that end users can help each other, just like they could do it in the office if their next cube colleague had the solution to the same problem Very smart search and knowledge engine showing to the user what he needs to look it automatically, powered by HP Autonomy IDOL. And also by a great user experience. Demo here about self service Do I need to load afaria on my personal phone Get help and rate Submit a ticket for connection issues


Demo use cases Automate everything

Proactive delivery Multi-source and multi-media

Mine the social mind with social insight


Target Consumers



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Discuss IT agents Demo Find my tickets to work Search for the faq in find solution with cnect issus blackberr Note the autocorrect and that it found my document without correct spelling Look at the related records Scroll down and show that I can see incidents, changes and requests to relate in one pass and that the intelligence is auto selecting


Intelligent service desk

Empower the IT agent Problem assessment • Saves time and expense of manually sifting through

thousands of incidents to try to determine patterns • Intuitively displays impact of potential problems based on

cluster size of related incidents • Reduces time to problem identification and resolution

Auto-categorization: • Saves the end user time, effort and guesswork • Improves customer satisfaction by reducing

complexity in submitting an interaction • Maximizes IT efficiency through better interaction

assignment due to improved accuracy of its categorization

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Describe that this is the replacement for the car chase scene Lake of data to identify categories and assignment groups Problem hunting


Target Consumers



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Increasing IT agility with a private cloud


• Rapid delivery of server cluster - 6 days down to 1 day & VMs - 1 day down to 15 min

• 90% of installation processes automated • 85% reduction in cost of provisioning infrastructure • Dramatic improvement in quality and reliability of

deployment • Process standardization across three datacenters (common

repository, tools and implementation)

… using cloud automation and orchestration to deliver services in a timely manner and with consistency and compliance.

Automated tasks and Transformed IT operations with:

• HP Data Center Automation • HP Cloud Service Automation

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Discuss automation at the high level Scotts hot topic HP Helps Air France Create Private Cloud to Automate Deployment of Technology Platforms in Physical and Virtual Environments HP Operations Orchestration and HP Server Automation Software Reduce Cost of Infrastructure Provisioning by 85 Percent http://finance.yahoo.com/news/hp-helps-air-france-create-124500935.html NYSE: HPQ) today announced that Air France has automated and increased the reliability of its 1,500 Linux servers by deploying a private cloud solution based on HP Cloud Service Automation (CSA) software to accelerate deployment times for physical and virtual infrastructures. Air France operates 1,500 flights daily in France and across the world. Together with KLM, Air France is part of one of the leading European air transport groups, offering customers access to a network covering 230 destinations in 113 countries from hubs at Paris Charles de Gaulle airport and Amsterdam Airport Schiphol. In addition, KLM and Air France, along with partners Delta and Alitalia, operate Europe's biggest transatlantic joint venture, with more than 250 flights daily. With between 350 and 500 installations and reinstallations annually, Air France's Linux server farm is growing rapidly. In light of the resource costs incurred by these installations, and the increasing convergence between Air France and KLM, it became necessary to standardize on a single tool to automate the deployment of operating systems, middleware, monitoring tools and capacity management. The HP solution, which paid for itself within a year, significantly reduced the time it was taking to bring environments into service while improving quality and reducing operational costs. "Since automating our installation processes, we have gone from around six days for installing a server cluster to one day and, instead of more than 24 hours, it now takes less than 15 minutes to install one virtual machine," said Patrick Bourel, head of Open Systems, Air France. "This scalable platform will allow Air France to put in place monitoring and audit tools in order to achieve better quality of service." After a validation phase with HP Operations Orchestration and HP Server Automation software, which reduced the cost of infrastructure provisioning by 85 percent, Air France created a private cloud with HP Cloud Service Automation (CSA) software and put the solution into production. In the space of 12 months, 90 percent of installation processes were automated. HP CSA's self-service portal gives project managers secure access to installation services and automatic server provisioning, reducing delivery time and eliminating human error. This private cloud, enriched by the integration of a range of application environments, will be progressively extended to other groups of users who want to access an expanding catalogue of cloud services. The next phase of the project consists of automating the deployment of application environments and increasing the functionalities of the platform with DevOps functions for a community of 500 to 600 developers. "Businesses are increasingly interested in cloud solutions that can improve flexibility, enable new business processes and increase efficiency," said Jean-Marc Defaut, director, Cloud, HP France. "HP software helps Air France achieve its business objectives, now and in the future."


Extend Processes Automation Libraries This is a rolling (up to three years) Roadmap and is subject to change without notice

Infrastructure and Cloud Orchestration • Provides content and integrations across the entire traditional IT

and Cloud fabric • Integration with OpenStack/HP Cloud, Amazon (VPC, ELB),

VMWare, Microsoft DevOps Orchestration • Accelerates the release of application changes across

development, test, staging and production • Integration with various Dev-Test Ecosystem Tools (Ant, Groovy)

and HP CDA

Accelerate Implementation and Process Maturity

Accelerate Implementation with 5000+ operations, integrations and Process Automation flows O

O 1

0.0

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This slide illustrates that automation is available at every stage in the maturity curve Talk about the huge library of out-of-box flow content and the customers Closed-loop Incident Process Auto Remediation: Identifies devices requiring update, Opens ticket, Disables monitoring/load-bal, Updates devices, Enables monitoring/load-bal. Updates and closes ticket Closed-loop change management Create and Record RFC, Impact Analysis, Approval, Coordinate Change Implementation, Review Change, Close Change Infrastructure to Application Automation Infrastructure Provisioning: Opens ticket, Provisions storage, Creates VM, Deploys OS and applications, Configures VLAN, Configures application, Updates and closes ticket Disaster recovery and failover: Validate that network & destination systems are available, Build destination system if it is not identical to source system, Disable monitoring / clustering on primary systems, Perform failover, re-route DNSs to destination system, Test service on the new system, Update change ticket, CMDB with new status, Re-enable monitoring /clustering Storage Automation: Create LUNs, enable Fabric zones, Configure Fabric Adapters, Enable Multi-path IO, Configure Server Storage Virtualization, Hypervisor Datastores, Database Storage configurations Cloud Orchestration Enable Cloud and Hybrid IT services, Automation as a Service Soft Datacenter & Automation Provision virtual datacenter, enable Software Defined Network, Automate cloud burst SAP Orchestration Automate SAP R/3 Change Requests, Automate Business Function Changes, Organize and Perform Transports, Streamline Change Management Infrastructure Automation: Clone, Copy, and Refresh DevOps Orchestration and Automated Release Management For Application Release Managers, Application Support Engineers, Developers and Testers in large enterprise enable Automated release and deployment of applications through dev, test, staging and production landscape Risk Management and Compliance: Automatic enforcement of monitors, update configuration management system, adherence to security policies SecOps Orchestration ArcSight Detects vulnerability, Event Correlation, Auto Remediation using OO, Update Tipping Point firewall rules Automatic enforcement of security policies as part of closed-loop process Test Driven Orchestration Test Driven Infrastructure: Best practice of Software Development to build up infrastructure Operations Test: Automated test of HA configurations, D&R Tests Test Automation Orchestration: Hardware environment setup and tear down, Automated Tests of firmware, Orchestration of Software Automated Test IT Workload Automation Improved efficiency and reduced cost via automation of routine maintenance tasks


Business Proven Use Cases

1. Closed-Loop Incident Management

2. Automated Change Management, End-to-End Provisioning: Infrastructure to Applications

3. Security Ops, Vulnerability Management

4. DevOps (1-Click Deploy) 5. Cloud Orchestration (HP Cloud,

OpenStack) 6. SAP: Change Management 7. Disaster and Recovery Testing

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Example use cases


ROI for Automation

Deploy security patch 2 days 3 minutes 99+%

Automate compliance (ex, 800 servers) 32 weeks 2 days 99+%

Discover network vulnerability 2 weeks 2 minutes

Provision new storage 4-8 hours 15 mins 90%

99+%

Manage incidents High alert volume 65+% auto $4M savings

99% 1 incident/wk 80+ sev1 incidents/week

99%

85%

20 minutes

2 weeks

Deploy app updates to 2600 servers 2 weeks

3-4 months

WAS NOW

Provision & configure 600 Windows servers

Automatic health-check

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Example ROI for automation


So what can you do next

Try Service Anywhere at http://www.pronq.com/software/service-anywhere Visit us at Discover in Las Vegas www.hp.com/go/discover Connect to the ITSM blog http://www.hp.com/go/itsm

http://www.pronq.com/software/service-anywhere


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

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



Looking for more information?

HP Websites HP Service Anywhere* HP HAVEn HP ITSM

HP SoMe ITSM

HP Service Anywhere is a SaaS service desk with Social Insight and embedded big data capability Free 30-day trial at www.pronq.com/software/service-anywhere


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


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

https://twitter.com/HPITSM

http://h30499.www3.hp.com/t5/HP-ITSM/Join-the-conversation-HP-ITSM-Product-Communities/td-p/5952311

http://www.youtube.com/channel/UCYW8AQvnmIvH9yiHhz7ubEA/videos?flow=grid&view=1

http://www.linkedin.com/groups/HP-ITSM-4828727?home=&gid=4828727&trk=anet_ug_hm



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