hp programvare spor 3

©2009 HP Confidential1©2009 HP Confidential

Fornebu Park Hotel21.Juni 2010

SPOR 3: PROGRAMVARE

©2009 HP Confidential2

14.45 HP Software & Solutions 2010-2012

Strategi, fokus, samarbeid – Anita Krohn Traaseth

Kundetilfredshet – Kirsten Oeding

15.15 – 16.45 TeknologiInnledning – Aleksander Gjerde

Hvor ble det av merkevaren HP Openview?

Hva inneholder egentlig BTO porteføljen?

Hva har skjedd med HP sin programvaresatsning etter alle oppkjøpene?

Diverse oppdateringer

• Fra Openview til HP BSM 9.0 – Are Sjøflot

• Nytt i SM 9.2 – Stine Sandvik

• Ytelsestesting i skyen – Kjell Lillemoen

• Ny satsning fra Information Management teamet – TRIM – Tom Nordby

AGENDA


HVORDAN DEKKER VI DET NORSKE MARKEDET? HVORDAN OG HVOR

SKAL VI SATSE OG FOKUSERE I FREMTIDEN? HVORDAN SKAL VI

LEVERE LØSNINGER BEDRE SAMMEN MED PARTNERE? TAR VI GODT

VARE PÅ KUNDENE VÅRE? HVORDAN VIRKER PARTNERSTRATEGIEN

VÅR? HVORDAN KOMMUNISERER VI TIL MARKEDET? HVORDAN ER

HELE VÅRT ”ØKOSYSTEM” ORGANISERT FOR Å LEVERE PÅ

UTFORDRINGENE OG MULIGHETENE FREMOVER?

HVOR SKAL VI VÆRE SOM SW HUS I 2012 OG HVORDAN SKAL VI

DIFFERENSIERE OSS SETT FRA KUNDENS PERSPEKTIV?


VI HAR EN JOBB Å GJØRE

Fra Burson – Marsteller Norway:Det er et inntrykk i markedet at HP Software og Solutions har

solgt mer enn de kan levere og at flere kunder ikke opplever produktenes potensial – og at SW ligger på ”hylla”...

Kunnskap om og synligheten til HP Software & Solutions er lav og blir assosiert med å være kompleks og dyr...

Nøkkelutfordringene er å følge opp kundene etter et lisenssalg og sørge for en bedre supporthåndtering...

”HP Software og Solutions er markedsledere i Norge, med svært gode produkter, men det er fortsatt en godt bevart hemmelighet i det norske markedet...


STORT VEKSTPOTENSIAL - STRATEGI

– 2002-2010

– Markedsledere

– Mange fornøyde, lojale kunder

– BTO porteføljen

– PARTNERstrategi

– NY ”go2market” modell


FOKUS

– KUNDETILFREDSHET

– SUPPORT

– KOMMUNIKASJON

– SYNLIGHET & TILSTEDEVÆRELSE


SAMARBEID

– NY ORGANISERING

– ”DEN EKSTRA MILEN”

– MER TYDELIG

– LYTTE til DERE

– KUNDETILFREDSHET=DNA

©2009 HP Confidential8 ©2009 HP Confidential8

KIRSTEN OEDINGKVALITETSSJEF I HP


THE CUSTOMER

DEFINES

A JOB

WELL DONE

HP Rules of the Garage


"I WANT HP TO BE KNOWN AS THE COMPANY CUSTOMERS CAN TRUST TO DELIVER — THAT ONCE WE MAKE A COMMITMENT, THEY CAN BANK ON US TO LIVE UP TO IT. IF WE DO THAT, HP WILL BE SUCCESSFUL, BUT MOST IMPORTANT, OUR CUSTOMERS WILL BE SUCCESSFUL"

Mark HurdChief executive officer and president Hewlett-Packard Company

chief executive officer and president


LEADERSHIP MEANS FLAWLESS EXECUTION

Best financial & operational results

Best customer experience Best talent


LEADERSHIP MEANS FLAWLESS EXECUTION

Best financial & operational results

Best customer experience

Best talent


HEALTHY ACCOUNTS = SHARE OF WALLET

51% of our “Loyal” customers plan to increase the HP share of their overall spend

31% of our “At risk” customers plan to decrease HP’s share of their IT spend.

“Image and Relationship” is a leading loyalty driver. Top 4 components of “Image and Relationship”:Integrity Understanding business needsSuperior customer experiences Development of strong relationships


TOTAL CUSTOMER EXPERIENCE (TCE) DEFINED

Aware

Choose

Orderand/orpurchase

Install

Learn

Use

Support

Disposeand/orupgrade

Relationship

Overall customer impression of HP based on perceptions and experiences with

• HP people

• Partners

• Products

• Services

• Solutions

… at every touch point


TCE & QUALITY 2010 STRATEGYBe the industry benchmark for customer satisfaction & loyalty

Deliver great customer experiences

Execute fundamentals

Make it easy

Transform customer relationships –be proactive

TCE Leadership


HP CUSTOMER MEASUREMENT SYSTEM

LEVEL 1 - End-to-end Customer ExperienceMeasuring the Total Customer Experience by customer segment“How do we compare to the competition?”

LEVEL 2 - Category/Lifecycle Phase ExperiencesMeasuring lifecycle phase or product/service category experiences“Are we doing the right things?”

LEVEL 3 - Event/Transaction ExperiencesMeasuring customer satisfaction at a touchpoint“Are we doing things right ?”

LEVEL 4 – Internal Process MetricsMeasuring key value delivery system processes (leading indicators of TCE)“What do our internal metrics show us?”


HP S&S NORWAYCUSTOMER SATISFACTION PROCESS

Objectives

– To ensure that existing customers perceive value from the SW they have already purchased

– To introduce a customer satisfaction culture

– Make basis/fundament for a Deployment Plan for key customers

Method:

Face-to-face interview with prime client contacts for HP S&S

17 6/23/2010 HP Confidential


The Closed Loop Process

A process to improve long term customer satisfaction and loyalty by acknowledging customer feedback, and proactively engaging customers in the action planning and follow-up resulting from their feedback. Objectives:

• Increase customer loyalty by demonstrating that inputs are taken into account

• Documented account level action plan, reviewed and agreed

• Full visibility of action plans and their status

• Escalation/Elevation of systematic issues


THE CUSTOMER

DEFINES

A JOB

WELL DONE

HP Rules of the Garage


HP Software & SolutionsHva skjedde med OpenView?

Hva inneholder BTO?21. JUNI 2010

Aleksander [email protected]

HP Software & Solutions


AGENDA

• Historikk. Hvor ble det av OpenView?• BTO overblikk• Q&A


Historikk

Kjøpt i alt 12 selskaper 2005-2008;

– ledd i en rettet, publisert strategi for å øke bredden i vår portefølje


HP Software & Solutions

NNMOVOOVSD

2004 2008 20092005 20072006

Novadigm

$3.5B

SystinetKintanaAppilogFreshwater

28

STRATEGY: manage demand and direct effort

CIO office

Maximize focus/budget on only the most strategic programs

Optimize financial and resource plan

Establish governance: architecture, policies and re-use

Manage projects, programs and business requirements

Demand, policies

#1 Project, Portfolio Management#1 SOA Governance

Businessrequirements

Portfolio choice

Application projects

Service catalog SLAsFinancial

planArchitecture governance

APPLICATIONS OPERATIONSSTRATEGY

* Based on industry analyst publications - market share and/or capabilities assessment

Best-in-class* strategyautomationproducts

29

APPLICATIONS: enable application modernization

STRATEGY APPLICATIONS OPERATIONS

Policies Demand Portfolio Functional requirements

Complete system validation

End user managementapplication mapping

Business impact change management

New deployment

Plan Define/design

Develop/test

Launch

Minor release Minor release

Fix/ patch

Fix/ patch

Fix/patch

Full Application

Lifecycle Management

• From demand, approval to change• Enforce quality processes• Identify security vulnerabilities• Scale from single projects to

global deployments

#1 Quality Management#1 Performance Management#2 Application Security

Best-in-class* applicationsproducts


30

OPERATIONS:improve delivery and agility


OPERATIONSAPPLICATIONS

Service HealthManage services from

business process down to infrastructure

BSM

Service AutomationAutomate datacenters

and clients

BSA

Service ManagementManage ITIL – based

service lifecycle processes

ITSM

Release control – change decision support

CMS (CMDB) – provide a single discovered version of the truth

Orchestration – automate across operations

Decision support

Controlled release to production

End-to-end business service health

Consolidated service desk

Change control & impact mgmt.

Release mgmt. &change execution

Compliance/ security audit

STRATEGY

Unified Operations• Drive application efficiency,

availability and performance• Manage virtualized servers,

storage, networks, and virtualized services

• Automate configuration management and deployment

#1 Application Management#1 Event Management#2 Network Management

Best-in-class* operationsproducts

#1 Client Automation#1 Data Center Automation

#1 Service/helpdesk#1 Asset Management


Q&A

[email protected]

©2009 HP Confidential

Are SjøflotHPSSJune 21st 2010

Fra OpenView til BSM 9.0

IT Service Management

Process

People

Technology

ServicesA service is the result of a process performed by people and supported by technology

Ett konsoll for status

network

management information portal

applications

server

Operations console

servicemanagement

storage

customerexperience

backup &restore

performance

HP Business Service Management 9Unlocking the innovation value of IT

AgilityQualityTransparencyOptimization

It’s all about 9

BSM 9.0OMi 9.0APM 9.0NNMi 9.0SM 9.20

uCMDB 9.0Sitescope 11

What is BSM9?

37

HP solution that redefines IT operations to become strategy broker of business services

for complex and dynamic application to infrastructure environments

• NEW Application Performance Management• NEW Consolidated Operations bridge• Improved integration with Network Management• Improved Closed Loop Incident Process use case.

Business aligned, fully integrated, highly automated

This is a Statement of Direction and is subject to change without notice.

BSM9 Top features that make the difference

Rationalized BSM platform Shared components, services and reduced footprint / TCO

BSM Web 2.0 Mashup DashboardRole-based for operations and executives

Open Extendible Platform Integration, extendible, federated

Business Transaction MonitoringTransaction monitoring and tracing across RUM, TV and Diagnostics and topology

Consolidated Operations BridgeCross domain operations bridge with topology based event correlation

1

Enterprise Readiness End User MonitoringAdmin, configuration, reporting, data model

Next Generation Network Management Center

2

3

4

5

6

7

This is a Statement of Direction and is subject to change without notice.

Rationalized BSM platformShared components, services and reduced footprint

HP Confidential

• Increased Business + IT alignment• Business impact scores

• Reduced MTTR via unified operations and single source of truth

• Improved operator efficiency and productivity

• Standardized BSM services (e.g. downtime) for efficient ops

• Collaboration, personalization and mobility

• Reduced cost of ownership• Full support virtualized enterprise

deployment• Deployment manager for

optimizing resource utilization• Standardized platform support

matrix

BSM Benefits

Consolidation and Calculation

(600K CIs, 10K locations)

EUM Application Server Storage Network

Data Collection

Event Correlation Service Impact

LOW TCO | Performance | Flexibility | Breadth

(1300 EPS)

Metrics Events Topologies

User Permissions Downtime Alerting and

NotificationDeployment Manager HA / DR

Centralized Services

myBTO Service Health

Event Console Mobile BSM BSM Apps

Operations Bridge

Events ODB

1

JMS MQS CICSInternet

/ intranet

FirewallWeb

servers

AppsSAP, Siebel,

Oracle,J2EE,.Net

Middleware

Backend

Mainframe

Database

When there’s a problem, the business needs to know which customers, users, and businesses are being impacted.The Business Challenge

CUSTOMERS

Which customers and users were affected?

How many/what transactions

succeeded/failed?

What does “slow” mean?

Are premium customers being well served?

How many customers are active or stopped

using services?

BUSINESS

How much is this incident costing the

business?

How long has this been happening?

User defined Transaction Profiling

Application Component Discovery and Modeling

What makes an ideal Application Performance Management (APM) solution?

JMS MQS CICSInternet

/ intranet

FirewallWeb

servers

AppsSAP, Siebel,

Oracle,J2EE,.NET

MiddlewareBackend

Mainframe

Database

End-user Experience Monitoring Application component deep dive monitoring

Application Performance Management Database

14

2

3

5

Quickly diagnose to lower IT costs and reduce mean time to repairHP APM Diagnose

.

We can locate the slow application sub-component with

the call profile details kept for each synthetic transaction

Detail call profiles of server requests Correlate back to BPM transaction

Supports Composite applications Single unified tool

Supports J2EE, .net, SOA, Siebel, SAP

Improve customer satisfaction, revenue and employee productivityHP Application Performance Management

Runtime service model

End user Management

Service Level Management

Modeling, collaborative views, EUM reporting

HP Diagnostics

HP Operations Orchestration

HP Application Lifecycle Management

Draft content from EMEA BSM 9 train the trainer event. Paris, France June 8-9


Speaker NameJob TitleDate

STINE SANDVIK


Stine Sandvik, [email protected]

WHAT’S NEW INHP SERVICE MANAGER

9.20


HP SERVICE MANAGER 9.20 A fresh new look for enterprise tough IT Service Management


SERVICE MANAGER 9.20 RELEASE THEMES

Improved User Experience•Web 2.0 UI update for key processes•MySM Dashboard leveraging BTO UI Mashup•Enhanced change management including new change calendar•Localization enhancements•New Documentation

Performance and Quality•10% - 30% improvement in web client•Enhanced Server Resiliency•COST program with customer data

BTO Solution Supporting Integrations•Enhanced support for CLIP & CCRM•Operation Orchestration integration with KM and Change


Form ModernizationHP SERVICE MANAGER 9.20


Record listsHP SERVICE MANAGER 9.20


Change Management embedded functionalityHP SERVICE MANAGER 9.20


CHANGE CALENDAR


HP SERVICE MANAGER CERTIFIED GOLD IN ITIL V3More OGC-certified ITIL processes than any other vendor

– U.K.'s Office of Government Commerce (OGC), the creator of the Information Technology Infrastructure Library (ITIL), has certified HP Service Manager 7.1/9.20 for NINE ITIL v3 processes at the Gold Level

• Incident Management, Problem Management, Change Management • Service Asset and Configuration Management• Request Fulfillment, Service Catalog Management • Service Level Management, Knowledge Management• Service Portfolio Management

– Gold Level indicates that multiple customers have provided written verification of using HP Service Manager to automate these ITIL processes

– HP has more Gold-Level certified processes than any other vendor


Q&A


Kjell LillemoenLøsningsarkitekt21.juni 2010

LOADRUNNER I SKYEN


HVA GJØR LOADRUNNER

• Erstatter virkelige bruke med tusenvis av virtuelle brukere

• Genererer nøyaktig, målbar og repeterbar last mot systemetFra ett enkelt kontrollpunkt

• Peker på flaskehalser i systemet

Web server App. server DatabaseInternet/WAN

Simulated usersController


Tom NordbyPresale, Information ManagementHP Software & Solutions

HP TRIM SOFTWARE

FASTER, TRANSPARENT RECORDS MANAGEMENT


HOW WE COMMUNICATE

20 Years Ago


HOW WE COMMUNICATE

Today


WHAT CUSTOMERS ARE TELLING US…

There are new regulations I need to comply with

I am faced with e-discovery requests

Employees spend too much time searching for information

I have to secure more information than ever before

My last document and records management project took

forever to implement

I need to gain control of my SharePoint sites and content


How many different ways can people in my company create information?

How would you feel about handing over your inbox or “home drive” to a group of lawyers who are suing your company?

How much of that content is “WE” fully aware of ?

Ask yourselves


THE “ANSWER” TO THESE PROBLEMS

Proactive records management:

• Establish “Intent” and “good faith”

• Have an audit record of what you did and when

• Do it consistently and systematically

• Keep what you need and get rid of everything else


COMPLIANCE… IT’S EVERYWHERE

Electronic Ledger Storage Law (Japan)

11MEDIS-DC (Japan)

Canadian ElectronicEvidence ActSEC 17a-4 (USA)

HIPAA (USA)

FDA 21 CRF Part 11

ISO 18501/18509

Sarbanes-Oxley Act (USA)

AIPA (Italy)

GDPdU & GoBS (Germany)

BSI PD0008 (UK)Public RecordsOffice (UK)

NF Z 42-013 (France)

Financial ServicesAuthority (UK)

Basel II CapitalAccord

These are just a few examples as there are over

20,000 compliance requirements worldwide

If your company isn’t directly affected by compliance, think about your suppliers and partners; they may be and may pass down

the request directly to you


INFORMATION GOVERNANCE

THE PROCESS

Dispose

Classify

Retain and Protect

Discover

Capture

Reduce

Paper docs E-docs/email ApplicationsSharePoint


INFORMATION GOVERNANCE

THE SOLUTION

Dispose

Classify

Retain and Protect

Discover

Capture

Reduce

Paper docs E-docs/email ApplicationsSharePoint

TRIM 7.0


Lower your business risk

Faster, more transparent

records management

for your enterprise,

SharePoint and

all your information.

HP TRIM 7.0


Information sharing Collaboration Check in/out, versioning Lifecycle workflow Automated processes Renditions/transformation Simple contextual search Security and audit trails Classification & file plans Retention and disposal

HP TRIM

MANAGE & SHARE

Capture, manage and secure information in business contextHP TRIM SOFTWARE

Enterprise

Applications

(ERP, CRM)

FaxCD-Rom

Paper

Email

WirelessPortals

Archival /storage

DELIVER/ARCHIVE

INTEGRATE

SharePoint

Desktop applications

Scanned images

Structured data

CAPTURE

Email

Business applications


Q & A

www.hp.com/go/hptrim


UNIVERSAL RECORDS MANAGEMENT WITH HP TRIM

Mitigate risk • Securely manage all

electronic and physical records from creation through ultimate disposal

• Seamlessly integrate applications for a single source of the truth

Lower costs• Quickly find and

present all relevant information

• Drastically reduce the cost of responding to litigation

• Enable regulatory compliance to avoid fines and penalties

Improve efficiency• Manage information in

context with the business process to make more informed, timely decisions

• Streamline business processes to improve productivity and customer service


Fornebu Park Hotel21.Juni 2010

NÅ: GRILLFEST