Service Anywhere What's New March 2014

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

What’s New inService Anywhere March 2014

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.2

Welcome !

Steve Anderson Tonya Scherba Mary Rasmussen Sr. Product Manager Sr. Product Manager Sr. Product Marketing Manager @tonyascherba @MaryR_Colorado


Polling question 1What solution are you currently using?


HP Service Anywhere

Incident Management

Problem Management

Change Management

Service Catalog

Request Management & Fulfillment

Service Level Management

Employee Self Service

Knowledge Management

Service Portfolio Management

Service Asset & Configuration Management

Stock Management

Contract Management

service management in the cloud

Collaboration

Intelligent Self-service

Powerful Analytics UCMDB Tablet Smart Phone Integration

s

Codeless Configuratio

n

HAVEn embedde

d

Built specifically for IT Service Management and SaaS


Polling questionHow long have you been your current solution?


Continuous Delivery and Recurring Release Model

Patch / Critical

Enhancements

Continuous / On Demand Delivery

Trial/Dev/Prod

Always on the latest release = High ROI


March 2014 Highlights Change Calendar Impact Visualization Hot Topic Analytics

CTI / Live Support

Event Feed / Incident HomeAssisted Expression Configuration

Stock Management

Record Audit Trail

Vendor and Contract Management


BOLO during the Demo

How Big Data is deeply embedded in Service Anywhere

The modern user experience built for IT Service Management

Use of Social data to grow knowledge organically


Demo

Impact VisualizationChange Calendar

Hot Topic Analytics CTI / Live Support


Polling question 3during handoff from Tonya to Steve

What tool do you use manage change?


www.pronq.com

Our new “easy to try , no hassle” experience Get a 30-day free trial for up to 10 users with demo data Learning center has “how to” videos, white papers, and service documentation• How to create a Service Anywhere

account• Getting started with SampleData

Click here to register for your free trialand visit the HP ITSM Blog at www.hp.com/go/itsmblog

http://www.pronq.com/

http://www.youtube.com/watch?v=eXuEHUqaatE

http://www.youtube.com/watch?v=eXuEHUqaatE

http://www.youtube.com/watch?v=Qs2DA6x4W3g

http://www.youtube.com/watch?v=Qs2DA6x4W3g

http://www.pronq.com/software%20/service-anywhere


Q&A


More Demo Time Assisted Expression ConfigurationEvent Feed / Incident HomeVendor and Contract Management


Thank You


Reference Slides


bringing big data and analytics to the service desk

HAVEn at a glance


HP Trusted SaaS Operations

• High availability with a guaranteed 99.9% availability with industry leading credits for unmet SLA

• Fast time to value with seamless application updates so enhancements are at your finger tips without any painful upgrade process

• Regional data centers staffed by HP that ensures your data is secure, and access controlled

• A world wide community of ITIL/ITSM experts to draw on for training and services

• Proven SaaS provider with a 90%+ renewal rate


Hot Topics Analytics

• Hot topic maps provide an analysis of important interest areas

• Powered by HAVEn/IDOL analytics of unstructured data

• March target focuses on two use cases:• Find hot Social Q&A and

SRM Topics– and use to create KM Article content

• Find hot Incident Topics– and use to create Problem records


Change Calendar

• Visualize change plans in the new Forward Schedule of Changes

• Identify scheduled maintenance windows

• Flag changes that fall outside planned maintenance

• Track planned and ongoing change status

• Identify collisions with Black Out Periods


SRM: Real Time Support and CTIAgent Real Time Support• Optimized experience for

live phone based support• Caller details – including

their recently opened requests

• Conversation thread recording

• Context driven proactive suggestions of Solutions and Support Offerings

Computer Telephony Integration (CTI)• Integrate to telephony

systems• Take calls and quick start

tickets with pre-populated caller information


Change Map for impact visualization

• View map of Affected Services based on the Involved Devices of a change

• Access quick view of relevant “Affecting CIs” associated with a Service

• “Show Impact” button provides visualization of a CI from any Involved CI list (Incident, Problem, Change)

Software

Service Anywhere What's New March 2014