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

HP Software roadmap for HP Service Manager

Published: April 2013

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

HP Performance Suites

Optimize

• Service & Portfolio Management

• Application Lifecycle Management

• Cloud Automation

• Business Service Management

IT

Govern

• Archiving & Compliance

• eDiscovery

• Enterprise Content Management

• Data Protection

Legal &

Compliance

Secure

• Application Security

• Security Intelligence

• Network Security

Security

Monetize

• Web Content Management & Optimization

• Intelligent Contact Center

• Customer Interaction Analytics

Marketing

Professional services, support, education, and global partners

Technology engines: IDOL, Vertica, Logger, Executive Scorecard, TruClient, Run-time Service

Model

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IT Management vision Simplify the management of IT services

Strategy

to

Portfolio

Requiremen

t to Deploy

Request

to Fulfill

Detect to

Correct

Strategy, Planning & Governance

Application Lifecycle Management

IT Service Management

Operations Management

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DevOps and social IT

People and process transformations

Consumerization

Simplification

IT transformation &

shift to LoB

Accelerated

Application Delivery

Insight with more

data & fewer staff

Business is adopting cloud 2.5x

faster than IT

WHY: speed, flexibility,

economics Operations

DevOps

Insight

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IT Service Management is changing

Trends

• Cloud and virtualization

• Multi-supplier management

• Self-service

• Mobility

• Compliance and security

• Social media

Challenge

How can you cost effectively improve

IT service quality - meeting business

and customer expectations?

Challenging budgets, complex technology , faster service rollout

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 6

IT challenges

• Increasing cost of service desk

support

• Slow time to resolution

• Inability to track total costs of IT

services

• Slow response to internal or

external audits

• Unable to reduce impact of

outages

• Increase in fines due to lack of

standards and compliance tracking

• Poor quality of service

• Consolidating multiple service

desks

• Inability to reduce self inflicted

outages

• Poor KPI capture and tracking

• Lack of automated remediation

for known or common incidents

• Lack of visibility and control over

asset ownership and location

Complexity, cost, risk are everywhere

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 7

HP IT Service Management benefits

Maximize IT’s value to the business

Improve quality of IT services with integrated service

lifecycle management

Handle requests, incidents, and changes more efficiently

and quickly with automation

Demonstrate value via KPIs and easy to implement

dashboards

Manage business unit specific help desks

Simplify Implement, maintain, and upgrade easily with graphical

codeless configuration

Achieve flexibility with deploying on-premise or access via

SaaS

Improve productivity and drive consistent IT processes with

best practices and collaboration

Mitigate risk Enable regulatory compliance and improved audit

posture

Preempt and avoid change collisions minimizing service

disruptions

Automate standard tasks minimizing potential for self-

induced problems

Simple, quick, yet integrated service lifecycle management

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 8

Turning ideas into

outcomes with HP

Software

Powered by the HP IT Performance Suite

• HP Service & Portfolio Management

IT performance

• Availability of IT infrastructure on a permanent basis

• 90% of all incidents resolved by first-level support

• Reduction in production incidents and “IT as a factory”

Production running 24x7 guaranteed

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

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 9

Turning ideas into

outcomes with HP

Software

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

Efficient self-service operations

Powered by the HP IT Performance Suite

• HP Service & Portfolio Management

IT performance

• Decrease in IT complexity

• Massive efficiencies with 11,000 IT engineers and 250,000 users of the self-service portal

• Service-centric culture aligned with the business

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Managing the entire service lifecycle from strategic demand to operational

support

Service & Portfolio Management

Service and Portfolio Management

Signatures for

compliance

Codeless

configuration

Context-based

collaboration

Market-leading

discovery

Strong project

workflow engine

Asset Management

Automate discovery and dependency mapping of hardware, software, services

Universal CMDB and Universal Discovery

IT Service Management Integrate and automate service management and optimize the quality of IT services

Service Manager Service Anywhere

Project & Portfolio Management

Strategy, Planning, and Governance IT Executive Scorecard

Application Portfolio Management

Real-time control of investments, portfolios, and resources

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

Technology synergy

Service Manager – Service Anywhere synergy

HP Service Manager

HP Service Anywhere

Pro

cess D

esig

ner

Conte

nt

Chang

e

Help

Desk

Reques

t

Releas

e Continuous transfer

of technology

V1

9.30

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Optimising a multi-supplier eco-system

The challenge of managing multiple suppliers

By 2015, 40% of the most successful CIOs will use cloud sourcing to cut

costs and generate new revenue in order to out perform competitors

(Gartner)

Business

Inhouse IT

Business

Demand & Supply Chain

Sin

gle

E

xte

rna

l S

up

plie

r

Business

Demand & Supply Chain

Exte

rna

l S

up

plie

r

Exte

rna

l S

up

plie

r

Inte

rna

l D

eliv

ery

Service Orchestration

Inte

rna

l D

eliv

ery

Flexibility

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 13

AGENDA

What’s new in HP Service Manager

Coming Next

HP’s Plan for Future Releases

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 14

Enhanced end-user self-service

HP Service Manager 9.31 highlights

Self-service Portal

Enhanced Self-service support

Enhanced Customization capabilities

SM Collaboration

In-context conversations for incidents and

change

Integration with MS Lync

SM integration with UCMDB and BSM

Enhanced SM-UCMDB integration

Integrated UCMDB browser

Downtime management in Event-to-Fix

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 15

AGENDA

What’s new in HP Service Manager

Coming Next

HP’s Plan for Future Releases

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 16

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

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

HP Service Manager - next Process Designer Help Desk

Interaction

Incident

Problem

SM Mobility

Technology refactor

Custom fields support

Service Request Catalog

SRC tablet support

Dynamic field & value support

OOB fields/sections in SRC checkout panel

configuration

Federal Mandates

IPv6 level B

CAC support

FIPS 140-2 level 1

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 17

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

HP ITSM directions

IT processes

• Codeless process handling across SM

• Integrated automation

User experience

• Multiple form factors

• Consumer-grade experience

TCO

• Platform evolution

• Integrated CMS and discovery

Multi-supplier management

• Leveraging SIAM services framework

• APIs for Case Exchange

• Supplier management and governance

© Copyright 2012 Hewlett-Packard Development Company, L.P.

The information contained herein is subject to change without notice.

Thank you