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1 Footer Goes Here1
Welcome to ldquoStaying Aheadrdquo Webinar
Migrating from HP Service Desk to HP Service Manager
04112010
2 Footer Goes Here2
Agenda
1 Migration features and benefits
2 Customer experience ndash Dubai World ITC
3 PSQS Education offerings around migration from SD to SM
4 QampA
3 Footer Goes Here3
Migrating from HP Service Desk to HP Service Manager
Michael PottProduct Marketing Manager ITSMHP Software amp Solutions
4 Footer Goes Here4
ldquoHP Service Manager 920rsquos new web 20 user interface and associated performance improvements will be key enablers of our migration to Service Managerrdquo
ndash Stefan Stroebel Sprint
ldquoWe are impressed by the new solution integrations with HP Service Manager 920 in particular bringing together change management based on the UCMDBrdquo
ndash Financial service provider based in the Netherlands
ldquoI am impressed It is clean organized and everything is within a click which is 100 times betterrdquo
ndash Manufacturing and distribution company based in the US
5 Footer Goes Here5
HP Service Desk Customer OpportunityWould any of these capabilities help your business
bull Enhanced functionality bull More scalability to accommodate growthbull Easier customizationbull Flexibility in client footprints
Is your company striving tobull Reduce cost by promoting increased user self-service and automating processes end-to-end
bull Lower client administration costsbull Reduce support costs through consolidation of multiple service desks bull Improve user productivity by enabling remote access using a state-of-the-art web client UI with a strong focus on performance functionality and intuitiveness
bull Find a faster and easier way to measure and report performance against business requirements
6 Footer Goes Here6
HPrsquos Response
HP Service Manager merges the best of HP Service Desk and HP Service Center
ndash Ease of use features of HP Service Deskndash Scalability and feature richness of HP ServiceCenterndash Embedded best practices to minimize the need to customizendash Better performance
Increase ROI of your HP Service Desk investment nowminus Right amount of functionality
minus Several upgrade methods available
minus Quantifiable return on investment
7 Footer Goes Here7
Benefits of Moving to HP Service Manager
66 reduction in helpdesk workforce IT cost
savings 10Austrian Airlines (Austria)
87 increase in accuracy in problem identification and resolution
Simmin (Iceland)
First call resolution rate improved by 300 Vancouver Coastal Health
50 reduction in escalationsConstellation Energy (US)
50 of staff time freed up for higher-value-add activities
Qatar Telecom
Quantifiable results from HP customers around the world
8 Footer Goes Here8
ldquoHP Service Manager and its associated products provide complete peace-of-mind because they integrate well with our other systems and we know we can trust all the information generated Everything is fully visible and we now resolve problems rapidly to the betterment of service level deliveryrdquo
Gary Donoghue IT DirectorInTechnology plc
9 Footer Goes Here9
Getndash more value with HP Service Manager
10 Footer Goes Here10
More Value With HP Service ManagerExamples of enhanced functionality in HP Service Manager
Significantly reduce customization expense accelerate implementation and provide for a painless upgrade
Minimize risk and costly outages Improve service quality and customer satisfaction
Accommodate growth with less business-dedicated resources
Faster and more accurate delivery
Embedded Best Practices
Consolidated Service Desk Scalability
Enhanced Change Mgmt Process
End-to-End Automation
11 Footer Goes Here11
More Value With HP Service Manager (conrsquod)Examples of enhanced functionality in HP Service Manager
Dashboards and reportingTrack and report performance issues and improvements available at your fingertips
Web 20 Client UI performance functionality and intuitiveness
Better productivity and remote access Eliminates client software maintenance by user
Service Level ManagementOptimize IT delivery to meet business expectations SLO driven Process monitoring
End User Self-ServiceLowers per-user support cost and increases user satisfaction by enabling direct access to IT resources and services
12 Footer Goes Here12
HP Service ManagerA fresh new look for enterprise strength IT Service Management
ndash Enhanced Web 20 UI for superior operator efficiency
ndash End-to-end solution automation for higher agility
13 Footer Goes Here13
HP Service ManagerChange management embedded functionality
New ldquoMS Outlookrdquo style calendar embedded in several processes
Powerful decision support (eg risk and impact analysis
14 Footer Goes Here14
HP Service Manager on SaaS Value SuiteAmazingly easy
bull Get a core service desk up and running quickly and easily
bull Get a great starting price and a great ongoing price
bull Leverage HPrsquos service management experience
bull Grows with your business
bull Manages calls incidents and assigns tasks to other IT groups for closed loop follow-up and repair
bull OGC Gold endorsed ITIL best practices
bull 24x7 support
bull Full documentation
bull Includes all HP hardware and software
15 Footer Goes Here15
Part of a Wide Range of IntegrationsThe communication hub for managing the entire service lifecycle
HP Service
Manager
IT Planning and Control
Closed Loop Incident amp Problem MgmtApplication Lifecycle Mgmt
FinancialsDemand
Portfolio
QualityProjects
Requirements
ComplianceDeployment
Impact
Root causeHealth
Service levels
Change Configuration amp Release Mgmt
16 Footer Goes Here16
HP Service Manager Certified Gold in ITIL v3
ndash UKs Office of Government Commerce (OGC) the creator of the Information Technology Infrastructure Library (ITIL) has certified HP Service Manager 71 amp 920 for TEN ITIL v3 processes at the Gold Level
bull Incident Management Problem Management Change Management bull Service Asset and Configuration Managementbull Request Fulfillment Service Catalog Management bull Service Level Management Knowledge Managementbull Service Portfolio Management Availability Management
ndash Gold Level indicates that multiple customers have provided written verification of using HP Service Manager to automate these ITIL processes
ndash HP has more Gold-Level certified processes than any other vendorClick here to see HP listed on the official OGC website
More gold-level OGC-certified ITIL processes than any other vendor
17 Footer Goes Here17
Migratewith no incremental license cost
18 Footer Goes Here18
HP Service ManagerLicense structure avoids incremental license costs
No-cost like-for-like license migration entitlement
Significant extra functionality bundled with SM components
Year on year maintenance increase capped
Non-production licenses (backup development test) no charge
Six month parallel license execution entitlement
19 Footer Goes Here19
License ConversionHP Service Desk to HP Service Manager
Module License Conversion Extra Value
Foundation
All SD customers are entitled to SM Foundation for as many users as the total of all named and floating SD Users (11)
bull Web Clientbull Web API bull FAX amp pager integrations
Help Desk
SD HelpDesk customers are entitled to SM Help Desk for as many users as the total of all named and floating SD users (11)
bull More robust Problem Mgmt bull Scheduled Maintenance
Change Management
SD Change and Config customers are entitled to HP IT Change Mgmt Suite (SM CM + RCA) for as many users as the total of all named and floating SD Users (11)
bull Robust workflow in change bull Model more than one
change process
Service Level Management
SD SLM customers are entitled to SM SLM Module for as many users as the total of all named and floating SD Users (11)
Easier to optimize service support and delivery
20 Footer Goes Here20
Delivermeasurable value with HP Service Manager
21 Footer Goes Here21
In Summary More ROIDeliver measurable value
More functionality integrations and ITILv3 support
ndash End-user self-service ease of use features for lower TCO Web 20 UI and more
ndash UCMDB Federation 64 integrations in all enhanced change managementndash ITIL v3-based embedded best practices end-to-end solution automation
More value for your current license entitlementndash A neutral cost like-for-like license migration resulting in more functionalityndash Incremental maintenance is capped
More ways to get there easily and cost-effectively
ndash Trade up support including trade up utility and upgrade factory servicesndash SaaS Solution
22 Footer Goes Here22
ROI With HP Service Manager
Downtime decreased on average by 35
Operations cost per user reduced on average by about $50
IT productivity improved on average by
ndash Setup and configuration +25
ndash Incident Management (reportingrepairs) +55
ndash Problem Management (monitoringforecasting) +56
ndash Scheduled maintenance application support amp hardware support +25 To access the IDC report ldquoHP IT Service Management An ROI Studyrdquo by Frederick W Broussard Randy Perry and Eric Hatcher 12009 click here and look under Analyst Reports
23 Footer Goes Here23
Where To Go Next
bull ITSM and HP Service Manager wwwhpcomgoitsm
bull HP SM on SaaS Value Suiteportalsaashpcomsitehtmlsmvsmss
bull HP Software-as-a-Service portalsaashpcom
bull Contact your local HP Representative
24 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
2 Footer Goes Here2
Agenda
1 Migration features and benefits
2 Customer experience ndash Dubai World ITC
3 PSQS Education offerings around migration from SD to SM
4 QampA
3 Footer Goes Here3
Migrating from HP Service Desk to HP Service Manager
Michael PottProduct Marketing Manager ITSMHP Software amp Solutions
4 Footer Goes Here4
ldquoHP Service Manager 920rsquos new web 20 user interface and associated performance improvements will be key enablers of our migration to Service Managerrdquo
ndash Stefan Stroebel Sprint
ldquoWe are impressed by the new solution integrations with HP Service Manager 920 in particular bringing together change management based on the UCMDBrdquo
ndash Financial service provider based in the Netherlands
ldquoI am impressed It is clean organized and everything is within a click which is 100 times betterrdquo
ndash Manufacturing and distribution company based in the US
5 Footer Goes Here5
HP Service Desk Customer OpportunityWould any of these capabilities help your business
bull Enhanced functionality bull More scalability to accommodate growthbull Easier customizationbull Flexibility in client footprints
Is your company striving tobull Reduce cost by promoting increased user self-service and automating processes end-to-end
bull Lower client administration costsbull Reduce support costs through consolidation of multiple service desks bull Improve user productivity by enabling remote access using a state-of-the-art web client UI with a strong focus on performance functionality and intuitiveness
bull Find a faster and easier way to measure and report performance against business requirements
6 Footer Goes Here6
HPrsquos Response
HP Service Manager merges the best of HP Service Desk and HP Service Center
ndash Ease of use features of HP Service Deskndash Scalability and feature richness of HP ServiceCenterndash Embedded best practices to minimize the need to customizendash Better performance
Increase ROI of your HP Service Desk investment nowminus Right amount of functionality
minus Several upgrade methods available
minus Quantifiable return on investment
7 Footer Goes Here7
Benefits of Moving to HP Service Manager
66 reduction in helpdesk workforce IT cost
savings 10Austrian Airlines (Austria)
87 increase in accuracy in problem identification and resolution
Simmin (Iceland)
First call resolution rate improved by 300 Vancouver Coastal Health
50 reduction in escalationsConstellation Energy (US)
50 of staff time freed up for higher-value-add activities
Qatar Telecom
Quantifiable results from HP customers around the world
8 Footer Goes Here8
ldquoHP Service Manager and its associated products provide complete peace-of-mind because they integrate well with our other systems and we know we can trust all the information generated Everything is fully visible and we now resolve problems rapidly to the betterment of service level deliveryrdquo
Gary Donoghue IT DirectorInTechnology plc
9 Footer Goes Here9
Getndash more value with HP Service Manager
10 Footer Goes Here10
More Value With HP Service ManagerExamples of enhanced functionality in HP Service Manager
Significantly reduce customization expense accelerate implementation and provide for a painless upgrade
Minimize risk and costly outages Improve service quality and customer satisfaction
Accommodate growth with less business-dedicated resources
Faster and more accurate delivery
Embedded Best Practices
Consolidated Service Desk Scalability
Enhanced Change Mgmt Process
End-to-End Automation
11 Footer Goes Here11
More Value With HP Service Manager (conrsquod)Examples of enhanced functionality in HP Service Manager
Dashboards and reportingTrack and report performance issues and improvements available at your fingertips
Web 20 Client UI performance functionality and intuitiveness
Better productivity and remote access Eliminates client software maintenance by user
Service Level ManagementOptimize IT delivery to meet business expectations SLO driven Process monitoring
End User Self-ServiceLowers per-user support cost and increases user satisfaction by enabling direct access to IT resources and services
12 Footer Goes Here12
HP Service ManagerA fresh new look for enterprise strength IT Service Management
ndash Enhanced Web 20 UI for superior operator efficiency
ndash End-to-end solution automation for higher agility
13 Footer Goes Here13
HP Service ManagerChange management embedded functionality
New ldquoMS Outlookrdquo style calendar embedded in several processes
Powerful decision support (eg risk and impact analysis
14 Footer Goes Here14
HP Service Manager on SaaS Value SuiteAmazingly easy
bull Get a core service desk up and running quickly and easily
bull Get a great starting price and a great ongoing price
bull Leverage HPrsquos service management experience
bull Grows with your business
bull Manages calls incidents and assigns tasks to other IT groups for closed loop follow-up and repair
bull OGC Gold endorsed ITIL best practices
bull 24x7 support
bull Full documentation
bull Includes all HP hardware and software
15 Footer Goes Here15
Part of a Wide Range of IntegrationsThe communication hub for managing the entire service lifecycle
HP Service
Manager
IT Planning and Control
Closed Loop Incident amp Problem MgmtApplication Lifecycle Mgmt
FinancialsDemand
Portfolio
QualityProjects
Requirements
ComplianceDeployment
Impact
Root causeHealth
Service levels
Change Configuration amp Release Mgmt
16 Footer Goes Here16
HP Service Manager Certified Gold in ITIL v3
ndash UKs Office of Government Commerce (OGC) the creator of the Information Technology Infrastructure Library (ITIL) has certified HP Service Manager 71 amp 920 for TEN ITIL v3 processes at the Gold Level
bull Incident Management Problem Management Change Management bull Service Asset and Configuration Managementbull Request Fulfillment Service Catalog Management bull Service Level Management Knowledge Managementbull Service Portfolio Management Availability Management
ndash Gold Level indicates that multiple customers have provided written verification of using HP Service Manager to automate these ITIL processes
ndash HP has more Gold-Level certified processes than any other vendorClick here to see HP listed on the official OGC website
More gold-level OGC-certified ITIL processes than any other vendor
17 Footer Goes Here17
Migratewith no incremental license cost
18 Footer Goes Here18
HP Service ManagerLicense structure avoids incremental license costs
No-cost like-for-like license migration entitlement
Significant extra functionality bundled with SM components
Year on year maintenance increase capped
Non-production licenses (backup development test) no charge
Six month parallel license execution entitlement
19 Footer Goes Here19
License ConversionHP Service Desk to HP Service Manager
Module License Conversion Extra Value
Foundation
All SD customers are entitled to SM Foundation for as many users as the total of all named and floating SD Users (11)
bull Web Clientbull Web API bull FAX amp pager integrations
Help Desk
SD HelpDesk customers are entitled to SM Help Desk for as many users as the total of all named and floating SD users (11)
bull More robust Problem Mgmt bull Scheduled Maintenance
Change Management
SD Change and Config customers are entitled to HP IT Change Mgmt Suite (SM CM + RCA) for as many users as the total of all named and floating SD Users (11)
bull Robust workflow in change bull Model more than one
change process
Service Level Management
SD SLM customers are entitled to SM SLM Module for as many users as the total of all named and floating SD Users (11)
Easier to optimize service support and delivery
20 Footer Goes Here20
Delivermeasurable value with HP Service Manager
21 Footer Goes Here21
In Summary More ROIDeliver measurable value
More functionality integrations and ITILv3 support
ndash End-user self-service ease of use features for lower TCO Web 20 UI and more
ndash UCMDB Federation 64 integrations in all enhanced change managementndash ITIL v3-based embedded best practices end-to-end solution automation
More value for your current license entitlementndash A neutral cost like-for-like license migration resulting in more functionalityndash Incremental maintenance is capped
More ways to get there easily and cost-effectively
ndash Trade up support including trade up utility and upgrade factory servicesndash SaaS Solution
22 Footer Goes Here22
ROI With HP Service Manager
Downtime decreased on average by 35
Operations cost per user reduced on average by about $50
IT productivity improved on average by
ndash Setup and configuration +25
ndash Incident Management (reportingrepairs) +55
ndash Problem Management (monitoringforecasting) +56
ndash Scheduled maintenance application support amp hardware support +25 To access the IDC report ldquoHP IT Service Management An ROI Studyrdquo by Frederick W Broussard Randy Perry and Eric Hatcher 12009 click here and look under Analyst Reports
23 Footer Goes Here23
Where To Go Next
bull ITSM and HP Service Manager wwwhpcomgoitsm
bull HP SM on SaaS Value Suiteportalsaashpcomsitehtmlsmvsmss
bull HP Software-as-a-Service portalsaashpcom
bull Contact your local HP Representative
24 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
3 Footer Goes Here3
Migrating from HP Service Desk to HP Service Manager
Michael PottProduct Marketing Manager ITSMHP Software amp Solutions
4 Footer Goes Here4
ldquoHP Service Manager 920rsquos new web 20 user interface and associated performance improvements will be key enablers of our migration to Service Managerrdquo
ndash Stefan Stroebel Sprint
ldquoWe are impressed by the new solution integrations with HP Service Manager 920 in particular bringing together change management based on the UCMDBrdquo
ndash Financial service provider based in the Netherlands
ldquoI am impressed It is clean organized and everything is within a click which is 100 times betterrdquo
ndash Manufacturing and distribution company based in the US
5 Footer Goes Here5
HP Service Desk Customer OpportunityWould any of these capabilities help your business
bull Enhanced functionality bull More scalability to accommodate growthbull Easier customizationbull Flexibility in client footprints
Is your company striving tobull Reduce cost by promoting increased user self-service and automating processes end-to-end
bull Lower client administration costsbull Reduce support costs through consolidation of multiple service desks bull Improve user productivity by enabling remote access using a state-of-the-art web client UI with a strong focus on performance functionality and intuitiveness
bull Find a faster and easier way to measure and report performance against business requirements
6 Footer Goes Here6
HPrsquos Response
HP Service Manager merges the best of HP Service Desk and HP Service Center
ndash Ease of use features of HP Service Deskndash Scalability and feature richness of HP ServiceCenterndash Embedded best practices to minimize the need to customizendash Better performance
Increase ROI of your HP Service Desk investment nowminus Right amount of functionality
minus Several upgrade methods available
minus Quantifiable return on investment
7 Footer Goes Here7
Benefits of Moving to HP Service Manager
66 reduction in helpdesk workforce IT cost
savings 10Austrian Airlines (Austria)
87 increase in accuracy in problem identification and resolution
Simmin (Iceland)
First call resolution rate improved by 300 Vancouver Coastal Health
50 reduction in escalationsConstellation Energy (US)
50 of staff time freed up for higher-value-add activities
Qatar Telecom
Quantifiable results from HP customers around the world
8 Footer Goes Here8
ldquoHP Service Manager and its associated products provide complete peace-of-mind because they integrate well with our other systems and we know we can trust all the information generated Everything is fully visible and we now resolve problems rapidly to the betterment of service level deliveryrdquo
Gary Donoghue IT DirectorInTechnology plc
9 Footer Goes Here9
Getndash more value with HP Service Manager
10 Footer Goes Here10
More Value With HP Service ManagerExamples of enhanced functionality in HP Service Manager
Significantly reduce customization expense accelerate implementation and provide for a painless upgrade
Minimize risk and costly outages Improve service quality and customer satisfaction
Accommodate growth with less business-dedicated resources
Faster and more accurate delivery
Embedded Best Practices
Consolidated Service Desk Scalability
Enhanced Change Mgmt Process
End-to-End Automation
11 Footer Goes Here11
More Value With HP Service Manager (conrsquod)Examples of enhanced functionality in HP Service Manager
Dashboards and reportingTrack and report performance issues and improvements available at your fingertips
Web 20 Client UI performance functionality and intuitiveness
Better productivity and remote access Eliminates client software maintenance by user
Service Level ManagementOptimize IT delivery to meet business expectations SLO driven Process monitoring
End User Self-ServiceLowers per-user support cost and increases user satisfaction by enabling direct access to IT resources and services
12 Footer Goes Here12
HP Service ManagerA fresh new look for enterprise strength IT Service Management
ndash Enhanced Web 20 UI for superior operator efficiency
ndash End-to-end solution automation for higher agility
13 Footer Goes Here13
HP Service ManagerChange management embedded functionality
New ldquoMS Outlookrdquo style calendar embedded in several processes
Powerful decision support (eg risk and impact analysis
14 Footer Goes Here14
HP Service Manager on SaaS Value SuiteAmazingly easy
bull Get a core service desk up and running quickly and easily
bull Get a great starting price and a great ongoing price
bull Leverage HPrsquos service management experience
bull Grows with your business
bull Manages calls incidents and assigns tasks to other IT groups for closed loop follow-up and repair
bull OGC Gold endorsed ITIL best practices
bull 24x7 support
bull Full documentation
bull Includes all HP hardware and software
15 Footer Goes Here15
Part of a Wide Range of IntegrationsThe communication hub for managing the entire service lifecycle
HP Service
Manager
IT Planning and Control
Closed Loop Incident amp Problem MgmtApplication Lifecycle Mgmt
FinancialsDemand
Portfolio
QualityProjects
Requirements
ComplianceDeployment
Impact
Root causeHealth
Service levels
Change Configuration amp Release Mgmt
16 Footer Goes Here16
HP Service Manager Certified Gold in ITIL v3
ndash UKs Office of Government Commerce (OGC) the creator of the Information Technology Infrastructure Library (ITIL) has certified HP Service Manager 71 amp 920 for TEN ITIL v3 processes at the Gold Level
bull Incident Management Problem Management Change Management bull Service Asset and Configuration Managementbull Request Fulfillment Service Catalog Management bull Service Level Management Knowledge Managementbull Service Portfolio Management Availability Management
ndash Gold Level indicates that multiple customers have provided written verification of using HP Service Manager to automate these ITIL processes
ndash HP has more Gold-Level certified processes than any other vendorClick here to see HP listed on the official OGC website
More gold-level OGC-certified ITIL processes than any other vendor
17 Footer Goes Here17
Migratewith no incremental license cost
18 Footer Goes Here18
HP Service ManagerLicense structure avoids incremental license costs
No-cost like-for-like license migration entitlement
Significant extra functionality bundled with SM components
Year on year maintenance increase capped
Non-production licenses (backup development test) no charge
Six month parallel license execution entitlement
19 Footer Goes Here19
License ConversionHP Service Desk to HP Service Manager
Module License Conversion Extra Value
Foundation
All SD customers are entitled to SM Foundation for as many users as the total of all named and floating SD Users (11)
bull Web Clientbull Web API bull FAX amp pager integrations
Help Desk
SD HelpDesk customers are entitled to SM Help Desk for as many users as the total of all named and floating SD users (11)
bull More robust Problem Mgmt bull Scheduled Maintenance
Change Management
SD Change and Config customers are entitled to HP IT Change Mgmt Suite (SM CM + RCA) for as many users as the total of all named and floating SD Users (11)
bull Robust workflow in change bull Model more than one
change process
Service Level Management
SD SLM customers are entitled to SM SLM Module for as many users as the total of all named and floating SD Users (11)
Easier to optimize service support and delivery
20 Footer Goes Here20
Delivermeasurable value with HP Service Manager
21 Footer Goes Here21
In Summary More ROIDeliver measurable value
More functionality integrations and ITILv3 support
ndash End-user self-service ease of use features for lower TCO Web 20 UI and more
ndash UCMDB Federation 64 integrations in all enhanced change managementndash ITIL v3-based embedded best practices end-to-end solution automation
More value for your current license entitlementndash A neutral cost like-for-like license migration resulting in more functionalityndash Incremental maintenance is capped
More ways to get there easily and cost-effectively
ndash Trade up support including trade up utility and upgrade factory servicesndash SaaS Solution
22 Footer Goes Here22
ROI With HP Service Manager
Downtime decreased on average by 35
Operations cost per user reduced on average by about $50
IT productivity improved on average by
ndash Setup and configuration +25
ndash Incident Management (reportingrepairs) +55
ndash Problem Management (monitoringforecasting) +56
ndash Scheduled maintenance application support amp hardware support +25 To access the IDC report ldquoHP IT Service Management An ROI Studyrdquo by Frederick W Broussard Randy Perry and Eric Hatcher 12009 click here and look under Analyst Reports
23 Footer Goes Here23
Where To Go Next
bull ITSM and HP Service Manager wwwhpcomgoitsm
bull HP SM on SaaS Value Suiteportalsaashpcomsitehtmlsmvsmss
bull HP Software-as-a-Service portalsaashpcom
bull Contact your local HP Representative
24 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
4 Footer Goes Here4
ldquoHP Service Manager 920rsquos new web 20 user interface and associated performance improvements will be key enablers of our migration to Service Managerrdquo
ndash Stefan Stroebel Sprint
ldquoWe are impressed by the new solution integrations with HP Service Manager 920 in particular bringing together change management based on the UCMDBrdquo
ndash Financial service provider based in the Netherlands
ldquoI am impressed It is clean organized and everything is within a click which is 100 times betterrdquo
ndash Manufacturing and distribution company based in the US
5 Footer Goes Here5
HP Service Desk Customer OpportunityWould any of these capabilities help your business
bull Enhanced functionality bull More scalability to accommodate growthbull Easier customizationbull Flexibility in client footprints
Is your company striving tobull Reduce cost by promoting increased user self-service and automating processes end-to-end
bull Lower client administration costsbull Reduce support costs through consolidation of multiple service desks bull Improve user productivity by enabling remote access using a state-of-the-art web client UI with a strong focus on performance functionality and intuitiveness
bull Find a faster and easier way to measure and report performance against business requirements
6 Footer Goes Here6
HPrsquos Response
HP Service Manager merges the best of HP Service Desk and HP Service Center
ndash Ease of use features of HP Service Deskndash Scalability and feature richness of HP ServiceCenterndash Embedded best practices to minimize the need to customizendash Better performance
Increase ROI of your HP Service Desk investment nowminus Right amount of functionality
minus Several upgrade methods available
minus Quantifiable return on investment
7 Footer Goes Here7
Benefits of Moving to HP Service Manager
66 reduction in helpdesk workforce IT cost
savings 10Austrian Airlines (Austria)
87 increase in accuracy in problem identification and resolution
Simmin (Iceland)
First call resolution rate improved by 300 Vancouver Coastal Health
50 reduction in escalationsConstellation Energy (US)
50 of staff time freed up for higher-value-add activities
Qatar Telecom
Quantifiable results from HP customers around the world
8 Footer Goes Here8
ldquoHP Service Manager and its associated products provide complete peace-of-mind because they integrate well with our other systems and we know we can trust all the information generated Everything is fully visible and we now resolve problems rapidly to the betterment of service level deliveryrdquo
Gary Donoghue IT DirectorInTechnology plc
9 Footer Goes Here9
Getndash more value with HP Service Manager
10 Footer Goes Here10
More Value With HP Service ManagerExamples of enhanced functionality in HP Service Manager
Significantly reduce customization expense accelerate implementation and provide for a painless upgrade
Minimize risk and costly outages Improve service quality and customer satisfaction
Accommodate growth with less business-dedicated resources
Faster and more accurate delivery
Embedded Best Practices
Consolidated Service Desk Scalability
Enhanced Change Mgmt Process
End-to-End Automation
11 Footer Goes Here11
More Value With HP Service Manager (conrsquod)Examples of enhanced functionality in HP Service Manager
Dashboards and reportingTrack and report performance issues and improvements available at your fingertips
Web 20 Client UI performance functionality and intuitiveness
Better productivity and remote access Eliminates client software maintenance by user
Service Level ManagementOptimize IT delivery to meet business expectations SLO driven Process monitoring
End User Self-ServiceLowers per-user support cost and increases user satisfaction by enabling direct access to IT resources and services
12 Footer Goes Here12
HP Service ManagerA fresh new look for enterprise strength IT Service Management
ndash Enhanced Web 20 UI for superior operator efficiency
ndash End-to-end solution automation for higher agility
13 Footer Goes Here13
HP Service ManagerChange management embedded functionality
New ldquoMS Outlookrdquo style calendar embedded in several processes
Powerful decision support (eg risk and impact analysis
14 Footer Goes Here14
HP Service Manager on SaaS Value SuiteAmazingly easy
bull Get a core service desk up and running quickly and easily
bull Get a great starting price and a great ongoing price
bull Leverage HPrsquos service management experience
bull Grows with your business
bull Manages calls incidents and assigns tasks to other IT groups for closed loop follow-up and repair
bull OGC Gold endorsed ITIL best practices
bull 24x7 support
bull Full documentation
bull Includes all HP hardware and software
15 Footer Goes Here15
Part of a Wide Range of IntegrationsThe communication hub for managing the entire service lifecycle
HP Service
Manager
IT Planning and Control
Closed Loop Incident amp Problem MgmtApplication Lifecycle Mgmt
FinancialsDemand
Portfolio
QualityProjects
Requirements
ComplianceDeployment
Impact
Root causeHealth
Service levels
Change Configuration amp Release Mgmt
16 Footer Goes Here16
HP Service Manager Certified Gold in ITIL v3
ndash UKs Office of Government Commerce (OGC) the creator of the Information Technology Infrastructure Library (ITIL) has certified HP Service Manager 71 amp 920 for TEN ITIL v3 processes at the Gold Level
bull Incident Management Problem Management Change Management bull Service Asset and Configuration Managementbull Request Fulfillment Service Catalog Management bull Service Level Management Knowledge Managementbull Service Portfolio Management Availability Management
ndash Gold Level indicates that multiple customers have provided written verification of using HP Service Manager to automate these ITIL processes
ndash HP has more Gold-Level certified processes than any other vendorClick here to see HP listed on the official OGC website
More gold-level OGC-certified ITIL processes than any other vendor
17 Footer Goes Here17
Migratewith no incremental license cost
18 Footer Goes Here18
HP Service ManagerLicense structure avoids incremental license costs
No-cost like-for-like license migration entitlement
Significant extra functionality bundled with SM components
Year on year maintenance increase capped
Non-production licenses (backup development test) no charge
Six month parallel license execution entitlement
19 Footer Goes Here19
License ConversionHP Service Desk to HP Service Manager
Module License Conversion Extra Value
Foundation
All SD customers are entitled to SM Foundation for as many users as the total of all named and floating SD Users (11)
bull Web Clientbull Web API bull FAX amp pager integrations
Help Desk
SD HelpDesk customers are entitled to SM Help Desk for as many users as the total of all named and floating SD users (11)
bull More robust Problem Mgmt bull Scheduled Maintenance
Change Management
SD Change and Config customers are entitled to HP IT Change Mgmt Suite (SM CM + RCA) for as many users as the total of all named and floating SD Users (11)
bull Robust workflow in change bull Model more than one
change process
Service Level Management
SD SLM customers are entitled to SM SLM Module for as many users as the total of all named and floating SD Users (11)
Easier to optimize service support and delivery
20 Footer Goes Here20
Delivermeasurable value with HP Service Manager
21 Footer Goes Here21
In Summary More ROIDeliver measurable value
More functionality integrations and ITILv3 support
ndash End-user self-service ease of use features for lower TCO Web 20 UI and more
ndash UCMDB Federation 64 integrations in all enhanced change managementndash ITIL v3-based embedded best practices end-to-end solution automation
More value for your current license entitlementndash A neutral cost like-for-like license migration resulting in more functionalityndash Incremental maintenance is capped
More ways to get there easily and cost-effectively
ndash Trade up support including trade up utility and upgrade factory servicesndash SaaS Solution
22 Footer Goes Here22
ROI With HP Service Manager
Downtime decreased on average by 35
Operations cost per user reduced on average by about $50
IT productivity improved on average by
ndash Setup and configuration +25
ndash Incident Management (reportingrepairs) +55
ndash Problem Management (monitoringforecasting) +56
ndash Scheduled maintenance application support amp hardware support +25 To access the IDC report ldquoHP IT Service Management An ROI Studyrdquo by Frederick W Broussard Randy Perry and Eric Hatcher 12009 click here and look under Analyst Reports
23 Footer Goes Here23
Where To Go Next
bull ITSM and HP Service Manager wwwhpcomgoitsm
bull HP SM on SaaS Value Suiteportalsaashpcomsitehtmlsmvsmss
bull HP Software-as-a-Service portalsaashpcom
bull Contact your local HP Representative
24 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
5 Footer Goes Here5
HP Service Desk Customer OpportunityWould any of these capabilities help your business
bull Enhanced functionality bull More scalability to accommodate growthbull Easier customizationbull Flexibility in client footprints
Is your company striving tobull Reduce cost by promoting increased user self-service and automating processes end-to-end
bull Lower client administration costsbull Reduce support costs through consolidation of multiple service desks bull Improve user productivity by enabling remote access using a state-of-the-art web client UI with a strong focus on performance functionality and intuitiveness
bull Find a faster and easier way to measure and report performance against business requirements
6 Footer Goes Here6
HPrsquos Response
HP Service Manager merges the best of HP Service Desk and HP Service Center
ndash Ease of use features of HP Service Deskndash Scalability and feature richness of HP ServiceCenterndash Embedded best practices to minimize the need to customizendash Better performance
Increase ROI of your HP Service Desk investment nowminus Right amount of functionality
minus Several upgrade methods available
minus Quantifiable return on investment
7 Footer Goes Here7
Benefits of Moving to HP Service Manager
66 reduction in helpdesk workforce IT cost
savings 10Austrian Airlines (Austria)
87 increase in accuracy in problem identification and resolution
Simmin (Iceland)
First call resolution rate improved by 300 Vancouver Coastal Health
50 reduction in escalationsConstellation Energy (US)
50 of staff time freed up for higher-value-add activities
Qatar Telecom
Quantifiable results from HP customers around the world
8 Footer Goes Here8
ldquoHP Service Manager and its associated products provide complete peace-of-mind because they integrate well with our other systems and we know we can trust all the information generated Everything is fully visible and we now resolve problems rapidly to the betterment of service level deliveryrdquo
Gary Donoghue IT DirectorInTechnology plc
9 Footer Goes Here9
Getndash more value with HP Service Manager
10 Footer Goes Here10
More Value With HP Service ManagerExamples of enhanced functionality in HP Service Manager
Significantly reduce customization expense accelerate implementation and provide for a painless upgrade
Minimize risk and costly outages Improve service quality and customer satisfaction
Accommodate growth with less business-dedicated resources
Faster and more accurate delivery
Embedded Best Practices
Consolidated Service Desk Scalability
Enhanced Change Mgmt Process
End-to-End Automation
11 Footer Goes Here11
More Value With HP Service Manager (conrsquod)Examples of enhanced functionality in HP Service Manager
Dashboards and reportingTrack and report performance issues and improvements available at your fingertips
Web 20 Client UI performance functionality and intuitiveness
Better productivity and remote access Eliminates client software maintenance by user
Service Level ManagementOptimize IT delivery to meet business expectations SLO driven Process monitoring
End User Self-ServiceLowers per-user support cost and increases user satisfaction by enabling direct access to IT resources and services
12 Footer Goes Here12
HP Service ManagerA fresh new look for enterprise strength IT Service Management
ndash Enhanced Web 20 UI for superior operator efficiency
ndash End-to-end solution automation for higher agility
13 Footer Goes Here13
HP Service ManagerChange management embedded functionality
New ldquoMS Outlookrdquo style calendar embedded in several processes
Powerful decision support (eg risk and impact analysis
14 Footer Goes Here14
HP Service Manager on SaaS Value SuiteAmazingly easy
bull Get a core service desk up and running quickly and easily
bull Get a great starting price and a great ongoing price
bull Leverage HPrsquos service management experience
bull Grows with your business
bull Manages calls incidents and assigns tasks to other IT groups for closed loop follow-up and repair
bull OGC Gold endorsed ITIL best practices
bull 24x7 support
bull Full documentation
bull Includes all HP hardware and software
15 Footer Goes Here15
Part of a Wide Range of IntegrationsThe communication hub for managing the entire service lifecycle
HP Service
Manager
IT Planning and Control
Closed Loop Incident amp Problem MgmtApplication Lifecycle Mgmt
FinancialsDemand
Portfolio
QualityProjects
Requirements
ComplianceDeployment
Impact
Root causeHealth
Service levels
Change Configuration amp Release Mgmt
16 Footer Goes Here16
HP Service Manager Certified Gold in ITIL v3
ndash UKs Office of Government Commerce (OGC) the creator of the Information Technology Infrastructure Library (ITIL) has certified HP Service Manager 71 amp 920 for TEN ITIL v3 processes at the Gold Level
bull Incident Management Problem Management Change Management bull Service Asset and Configuration Managementbull Request Fulfillment Service Catalog Management bull Service Level Management Knowledge Managementbull Service Portfolio Management Availability Management
ndash Gold Level indicates that multiple customers have provided written verification of using HP Service Manager to automate these ITIL processes
ndash HP has more Gold-Level certified processes than any other vendorClick here to see HP listed on the official OGC website
More gold-level OGC-certified ITIL processes than any other vendor
17 Footer Goes Here17
Migratewith no incremental license cost
18 Footer Goes Here18
HP Service ManagerLicense structure avoids incremental license costs
No-cost like-for-like license migration entitlement
Significant extra functionality bundled with SM components
Year on year maintenance increase capped
Non-production licenses (backup development test) no charge
Six month parallel license execution entitlement
19 Footer Goes Here19
License ConversionHP Service Desk to HP Service Manager
Module License Conversion Extra Value
Foundation
All SD customers are entitled to SM Foundation for as many users as the total of all named and floating SD Users (11)
bull Web Clientbull Web API bull FAX amp pager integrations
Help Desk
SD HelpDesk customers are entitled to SM Help Desk for as many users as the total of all named and floating SD users (11)
bull More robust Problem Mgmt bull Scheduled Maintenance
Change Management
SD Change and Config customers are entitled to HP IT Change Mgmt Suite (SM CM + RCA) for as many users as the total of all named and floating SD Users (11)
bull Robust workflow in change bull Model more than one
change process
Service Level Management
SD SLM customers are entitled to SM SLM Module for as many users as the total of all named and floating SD Users (11)
Easier to optimize service support and delivery
20 Footer Goes Here20
Delivermeasurable value with HP Service Manager
21 Footer Goes Here21
In Summary More ROIDeliver measurable value
More functionality integrations and ITILv3 support
ndash End-user self-service ease of use features for lower TCO Web 20 UI and more
ndash UCMDB Federation 64 integrations in all enhanced change managementndash ITIL v3-based embedded best practices end-to-end solution automation
More value for your current license entitlementndash A neutral cost like-for-like license migration resulting in more functionalityndash Incremental maintenance is capped
More ways to get there easily and cost-effectively
ndash Trade up support including trade up utility and upgrade factory servicesndash SaaS Solution
22 Footer Goes Here22
ROI With HP Service Manager
Downtime decreased on average by 35
Operations cost per user reduced on average by about $50
IT productivity improved on average by
ndash Setup and configuration +25
ndash Incident Management (reportingrepairs) +55
ndash Problem Management (monitoringforecasting) +56
ndash Scheduled maintenance application support amp hardware support +25 To access the IDC report ldquoHP IT Service Management An ROI Studyrdquo by Frederick W Broussard Randy Perry and Eric Hatcher 12009 click here and look under Analyst Reports
23 Footer Goes Here23
Where To Go Next
bull ITSM and HP Service Manager wwwhpcomgoitsm
bull HP SM on SaaS Value Suiteportalsaashpcomsitehtmlsmvsmss
bull HP Software-as-a-Service portalsaashpcom
bull Contact your local HP Representative
24 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
6 Footer Goes Here6
HPrsquos Response
HP Service Manager merges the best of HP Service Desk and HP Service Center
ndash Ease of use features of HP Service Deskndash Scalability and feature richness of HP ServiceCenterndash Embedded best practices to minimize the need to customizendash Better performance
Increase ROI of your HP Service Desk investment nowminus Right amount of functionality
minus Several upgrade methods available
minus Quantifiable return on investment
7 Footer Goes Here7
Benefits of Moving to HP Service Manager
66 reduction in helpdesk workforce IT cost
savings 10Austrian Airlines (Austria)
87 increase in accuracy in problem identification and resolution
Simmin (Iceland)
First call resolution rate improved by 300 Vancouver Coastal Health
50 reduction in escalationsConstellation Energy (US)
50 of staff time freed up for higher-value-add activities
Qatar Telecom
Quantifiable results from HP customers around the world
8 Footer Goes Here8
ldquoHP Service Manager and its associated products provide complete peace-of-mind because they integrate well with our other systems and we know we can trust all the information generated Everything is fully visible and we now resolve problems rapidly to the betterment of service level deliveryrdquo
Gary Donoghue IT DirectorInTechnology plc
9 Footer Goes Here9
Getndash more value with HP Service Manager
10 Footer Goes Here10
More Value With HP Service ManagerExamples of enhanced functionality in HP Service Manager
Significantly reduce customization expense accelerate implementation and provide for a painless upgrade
Minimize risk and costly outages Improve service quality and customer satisfaction
Accommodate growth with less business-dedicated resources
Faster and more accurate delivery
Embedded Best Practices
Consolidated Service Desk Scalability
Enhanced Change Mgmt Process
End-to-End Automation
11 Footer Goes Here11
More Value With HP Service Manager (conrsquod)Examples of enhanced functionality in HP Service Manager
Dashboards and reportingTrack and report performance issues and improvements available at your fingertips
Web 20 Client UI performance functionality and intuitiveness
Better productivity and remote access Eliminates client software maintenance by user
Service Level ManagementOptimize IT delivery to meet business expectations SLO driven Process monitoring
End User Self-ServiceLowers per-user support cost and increases user satisfaction by enabling direct access to IT resources and services
12 Footer Goes Here12
HP Service ManagerA fresh new look for enterprise strength IT Service Management
ndash Enhanced Web 20 UI for superior operator efficiency
ndash End-to-end solution automation for higher agility
13 Footer Goes Here13
HP Service ManagerChange management embedded functionality
New ldquoMS Outlookrdquo style calendar embedded in several processes
Powerful decision support (eg risk and impact analysis
14 Footer Goes Here14
HP Service Manager on SaaS Value SuiteAmazingly easy
bull Get a core service desk up and running quickly and easily
bull Get a great starting price and a great ongoing price
bull Leverage HPrsquos service management experience
bull Grows with your business
bull Manages calls incidents and assigns tasks to other IT groups for closed loop follow-up and repair
bull OGC Gold endorsed ITIL best practices
bull 24x7 support
bull Full documentation
bull Includes all HP hardware and software
15 Footer Goes Here15
Part of a Wide Range of IntegrationsThe communication hub for managing the entire service lifecycle
HP Service
Manager
IT Planning and Control
Closed Loop Incident amp Problem MgmtApplication Lifecycle Mgmt
FinancialsDemand
Portfolio
QualityProjects
Requirements
ComplianceDeployment
Impact
Root causeHealth
Service levels
Change Configuration amp Release Mgmt
16 Footer Goes Here16
HP Service Manager Certified Gold in ITIL v3
ndash UKs Office of Government Commerce (OGC) the creator of the Information Technology Infrastructure Library (ITIL) has certified HP Service Manager 71 amp 920 for TEN ITIL v3 processes at the Gold Level
bull Incident Management Problem Management Change Management bull Service Asset and Configuration Managementbull Request Fulfillment Service Catalog Management bull Service Level Management Knowledge Managementbull Service Portfolio Management Availability Management
ndash Gold Level indicates that multiple customers have provided written verification of using HP Service Manager to automate these ITIL processes
ndash HP has more Gold-Level certified processes than any other vendorClick here to see HP listed on the official OGC website
More gold-level OGC-certified ITIL processes than any other vendor
17 Footer Goes Here17
Migratewith no incremental license cost
18 Footer Goes Here18
HP Service ManagerLicense structure avoids incremental license costs
No-cost like-for-like license migration entitlement
Significant extra functionality bundled with SM components
Year on year maintenance increase capped
Non-production licenses (backup development test) no charge
Six month parallel license execution entitlement
19 Footer Goes Here19
License ConversionHP Service Desk to HP Service Manager
Module License Conversion Extra Value
Foundation
All SD customers are entitled to SM Foundation for as many users as the total of all named and floating SD Users (11)
bull Web Clientbull Web API bull FAX amp pager integrations
Help Desk
SD HelpDesk customers are entitled to SM Help Desk for as many users as the total of all named and floating SD users (11)
bull More robust Problem Mgmt bull Scheduled Maintenance
Change Management
SD Change and Config customers are entitled to HP IT Change Mgmt Suite (SM CM + RCA) for as many users as the total of all named and floating SD Users (11)
bull Robust workflow in change bull Model more than one
change process
Service Level Management
SD SLM customers are entitled to SM SLM Module for as many users as the total of all named and floating SD Users (11)
Easier to optimize service support and delivery
20 Footer Goes Here20
Delivermeasurable value with HP Service Manager
21 Footer Goes Here21
In Summary More ROIDeliver measurable value
More functionality integrations and ITILv3 support
ndash End-user self-service ease of use features for lower TCO Web 20 UI and more
ndash UCMDB Federation 64 integrations in all enhanced change managementndash ITIL v3-based embedded best practices end-to-end solution automation
More value for your current license entitlementndash A neutral cost like-for-like license migration resulting in more functionalityndash Incremental maintenance is capped
More ways to get there easily and cost-effectively
ndash Trade up support including trade up utility and upgrade factory servicesndash SaaS Solution
22 Footer Goes Here22
ROI With HP Service Manager
Downtime decreased on average by 35
Operations cost per user reduced on average by about $50
IT productivity improved on average by
ndash Setup and configuration +25
ndash Incident Management (reportingrepairs) +55
ndash Problem Management (monitoringforecasting) +56
ndash Scheduled maintenance application support amp hardware support +25 To access the IDC report ldquoHP IT Service Management An ROI Studyrdquo by Frederick W Broussard Randy Perry and Eric Hatcher 12009 click here and look under Analyst Reports
23 Footer Goes Here23
Where To Go Next
bull ITSM and HP Service Manager wwwhpcomgoitsm
bull HP SM on SaaS Value Suiteportalsaashpcomsitehtmlsmvsmss
bull HP Software-as-a-Service portalsaashpcom
bull Contact your local HP Representative
24 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
7 Footer Goes Here7
Benefits of Moving to HP Service Manager
66 reduction in helpdesk workforce IT cost
savings 10Austrian Airlines (Austria)
87 increase in accuracy in problem identification and resolution
Simmin (Iceland)
First call resolution rate improved by 300 Vancouver Coastal Health
50 reduction in escalationsConstellation Energy (US)
50 of staff time freed up for higher-value-add activities
Qatar Telecom
Quantifiable results from HP customers around the world
8 Footer Goes Here8
ldquoHP Service Manager and its associated products provide complete peace-of-mind because they integrate well with our other systems and we know we can trust all the information generated Everything is fully visible and we now resolve problems rapidly to the betterment of service level deliveryrdquo
Gary Donoghue IT DirectorInTechnology plc
9 Footer Goes Here9
Getndash more value with HP Service Manager
10 Footer Goes Here10
More Value With HP Service ManagerExamples of enhanced functionality in HP Service Manager
Significantly reduce customization expense accelerate implementation and provide for a painless upgrade
Minimize risk and costly outages Improve service quality and customer satisfaction
Accommodate growth with less business-dedicated resources
Faster and more accurate delivery
Embedded Best Practices
Consolidated Service Desk Scalability
Enhanced Change Mgmt Process
End-to-End Automation
11 Footer Goes Here11
More Value With HP Service Manager (conrsquod)Examples of enhanced functionality in HP Service Manager
Dashboards and reportingTrack and report performance issues and improvements available at your fingertips
Web 20 Client UI performance functionality and intuitiveness
Better productivity and remote access Eliminates client software maintenance by user
Service Level ManagementOptimize IT delivery to meet business expectations SLO driven Process monitoring
End User Self-ServiceLowers per-user support cost and increases user satisfaction by enabling direct access to IT resources and services
12 Footer Goes Here12
HP Service ManagerA fresh new look for enterprise strength IT Service Management
ndash Enhanced Web 20 UI for superior operator efficiency
ndash End-to-end solution automation for higher agility
13 Footer Goes Here13
HP Service ManagerChange management embedded functionality
New ldquoMS Outlookrdquo style calendar embedded in several processes
Powerful decision support (eg risk and impact analysis
14 Footer Goes Here14
HP Service Manager on SaaS Value SuiteAmazingly easy
bull Get a core service desk up and running quickly and easily
bull Get a great starting price and a great ongoing price
bull Leverage HPrsquos service management experience
bull Grows with your business
bull Manages calls incidents and assigns tasks to other IT groups for closed loop follow-up and repair
bull OGC Gold endorsed ITIL best practices
bull 24x7 support
bull Full documentation
bull Includes all HP hardware and software
15 Footer Goes Here15
Part of a Wide Range of IntegrationsThe communication hub for managing the entire service lifecycle
HP Service
Manager
IT Planning and Control
Closed Loop Incident amp Problem MgmtApplication Lifecycle Mgmt
FinancialsDemand
Portfolio
QualityProjects
Requirements
ComplianceDeployment
Impact
Root causeHealth
Service levels
Change Configuration amp Release Mgmt
16 Footer Goes Here16
HP Service Manager Certified Gold in ITIL v3
ndash UKs Office of Government Commerce (OGC) the creator of the Information Technology Infrastructure Library (ITIL) has certified HP Service Manager 71 amp 920 for TEN ITIL v3 processes at the Gold Level
bull Incident Management Problem Management Change Management bull Service Asset and Configuration Managementbull Request Fulfillment Service Catalog Management bull Service Level Management Knowledge Managementbull Service Portfolio Management Availability Management
ndash Gold Level indicates that multiple customers have provided written verification of using HP Service Manager to automate these ITIL processes
ndash HP has more Gold-Level certified processes than any other vendorClick here to see HP listed on the official OGC website
More gold-level OGC-certified ITIL processes than any other vendor
17 Footer Goes Here17
Migratewith no incremental license cost
18 Footer Goes Here18
HP Service ManagerLicense structure avoids incremental license costs
No-cost like-for-like license migration entitlement
Significant extra functionality bundled with SM components
Year on year maintenance increase capped
Non-production licenses (backup development test) no charge
Six month parallel license execution entitlement
19 Footer Goes Here19
License ConversionHP Service Desk to HP Service Manager
Module License Conversion Extra Value
Foundation
All SD customers are entitled to SM Foundation for as many users as the total of all named and floating SD Users (11)
bull Web Clientbull Web API bull FAX amp pager integrations
Help Desk
SD HelpDesk customers are entitled to SM Help Desk for as many users as the total of all named and floating SD users (11)
bull More robust Problem Mgmt bull Scheduled Maintenance
Change Management
SD Change and Config customers are entitled to HP IT Change Mgmt Suite (SM CM + RCA) for as many users as the total of all named and floating SD Users (11)
bull Robust workflow in change bull Model more than one
change process
Service Level Management
SD SLM customers are entitled to SM SLM Module for as many users as the total of all named and floating SD Users (11)
Easier to optimize service support and delivery
20 Footer Goes Here20
Delivermeasurable value with HP Service Manager
21 Footer Goes Here21
In Summary More ROIDeliver measurable value
More functionality integrations and ITILv3 support
ndash End-user self-service ease of use features for lower TCO Web 20 UI and more
ndash UCMDB Federation 64 integrations in all enhanced change managementndash ITIL v3-based embedded best practices end-to-end solution automation
More value for your current license entitlementndash A neutral cost like-for-like license migration resulting in more functionalityndash Incremental maintenance is capped
More ways to get there easily and cost-effectively
ndash Trade up support including trade up utility and upgrade factory servicesndash SaaS Solution
22 Footer Goes Here22
ROI With HP Service Manager
Downtime decreased on average by 35
Operations cost per user reduced on average by about $50
IT productivity improved on average by
ndash Setup and configuration +25
ndash Incident Management (reportingrepairs) +55
ndash Problem Management (monitoringforecasting) +56
ndash Scheduled maintenance application support amp hardware support +25 To access the IDC report ldquoHP IT Service Management An ROI Studyrdquo by Frederick W Broussard Randy Perry and Eric Hatcher 12009 click here and look under Analyst Reports
23 Footer Goes Here23
Where To Go Next
bull ITSM and HP Service Manager wwwhpcomgoitsm
bull HP SM on SaaS Value Suiteportalsaashpcomsitehtmlsmvsmss
bull HP Software-as-a-Service portalsaashpcom
bull Contact your local HP Representative
24 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
8 Footer Goes Here8
ldquoHP Service Manager and its associated products provide complete peace-of-mind because they integrate well with our other systems and we know we can trust all the information generated Everything is fully visible and we now resolve problems rapidly to the betterment of service level deliveryrdquo
Gary Donoghue IT DirectorInTechnology plc
9 Footer Goes Here9
Getndash more value with HP Service Manager
10 Footer Goes Here10
More Value With HP Service ManagerExamples of enhanced functionality in HP Service Manager
Significantly reduce customization expense accelerate implementation and provide for a painless upgrade
Minimize risk and costly outages Improve service quality and customer satisfaction
Accommodate growth with less business-dedicated resources
Faster and more accurate delivery
Embedded Best Practices
Consolidated Service Desk Scalability
Enhanced Change Mgmt Process
End-to-End Automation
11 Footer Goes Here11
More Value With HP Service Manager (conrsquod)Examples of enhanced functionality in HP Service Manager
Dashboards and reportingTrack and report performance issues and improvements available at your fingertips
Web 20 Client UI performance functionality and intuitiveness
Better productivity and remote access Eliminates client software maintenance by user
Service Level ManagementOptimize IT delivery to meet business expectations SLO driven Process monitoring
End User Self-ServiceLowers per-user support cost and increases user satisfaction by enabling direct access to IT resources and services
12 Footer Goes Here12
HP Service ManagerA fresh new look for enterprise strength IT Service Management
ndash Enhanced Web 20 UI for superior operator efficiency
ndash End-to-end solution automation for higher agility
13 Footer Goes Here13
HP Service ManagerChange management embedded functionality
New ldquoMS Outlookrdquo style calendar embedded in several processes
Powerful decision support (eg risk and impact analysis
14 Footer Goes Here14
HP Service Manager on SaaS Value SuiteAmazingly easy
bull Get a core service desk up and running quickly and easily
bull Get a great starting price and a great ongoing price
bull Leverage HPrsquos service management experience
bull Grows with your business
bull Manages calls incidents and assigns tasks to other IT groups for closed loop follow-up and repair
bull OGC Gold endorsed ITIL best practices
bull 24x7 support
bull Full documentation
bull Includes all HP hardware and software
15 Footer Goes Here15
Part of a Wide Range of IntegrationsThe communication hub for managing the entire service lifecycle
HP Service
Manager
IT Planning and Control
Closed Loop Incident amp Problem MgmtApplication Lifecycle Mgmt
FinancialsDemand
Portfolio
QualityProjects
Requirements
ComplianceDeployment
Impact
Root causeHealth
Service levels
Change Configuration amp Release Mgmt
16 Footer Goes Here16
HP Service Manager Certified Gold in ITIL v3
ndash UKs Office of Government Commerce (OGC) the creator of the Information Technology Infrastructure Library (ITIL) has certified HP Service Manager 71 amp 920 for TEN ITIL v3 processes at the Gold Level
bull Incident Management Problem Management Change Management bull Service Asset and Configuration Managementbull Request Fulfillment Service Catalog Management bull Service Level Management Knowledge Managementbull Service Portfolio Management Availability Management
ndash Gold Level indicates that multiple customers have provided written verification of using HP Service Manager to automate these ITIL processes
ndash HP has more Gold-Level certified processes than any other vendorClick here to see HP listed on the official OGC website
More gold-level OGC-certified ITIL processes than any other vendor
17 Footer Goes Here17
Migratewith no incremental license cost
18 Footer Goes Here18
HP Service ManagerLicense structure avoids incremental license costs
No-cost like-for-like license migration entitlement
Significant extra functionality bundled with SM components
Year on year maintenance increase capped
Non-production licenses (backup development test) no charge
Six month parallel license execution entitlement
19 Footer Goes Here19
License ConversionHP Service Desk to HP Service Manager
Module License Conversion Extra Value
Foundation
All SD customers are entitled to SM Foundation for as many users as the total of all named and floating SD Users (11)
bull Web Clientbull Web API bull FAX amp pager integrations
Help Desk
SD HelpDesk customers are entitled to SM Help Desk for as many users as the total of all named and floating SD users (11)
bull More robust Problem Mgmt bull Scheduled Maintenance
Change Management
SD Change and Config customers are entitled to HP IT Change Mgmt Suite (SM CM + RCA) for as many users as the total of all named and floating SD Users (11)
bull Robust workflow in change bull Model more than one
change process
Service Level Management
SD SLM customers are entitled to SM SLM Module for as many users as the total of all named and floating SD Users (11)
Easier to optimize service support and delivery
20 Footer Goes Here20
Delivermeasurable value with HP Service Manager
21 Footer Goes Here21
In Summary More ROIDeliver measurable value
More functionality integrations and ITILv3 support
ndash End-user self-service ease of use features for lower TCO Web 20 UI and more
ndash UCMDB Federation 64 integrations in all enhanced change managementndash ITIL v3-based embedded best practices end-to-end solution automation
More value for your current license entitlementndash A neutral cost like-for-like license migration resulting in more functionalityndash Incremental maintenance is capped
More ways to get there easily and cost-effectively
ndash Trade up support including trade up utility and upgrade factory servicesndash SaaS Solution
22 Footer Goes Here22
ROI With HP Service Manager
Downtime decreased on average by 35
Operations cost per user reduced on average by about $50
IT productivity improved on average by
ndash Setup and configuration +25
ndash Incident Management (reportingrepairs) +55
ndash Problem Management (monitoringforecasting) +56
ndash Scheduled maintenance application support amp hardware support +25 To access the IDC report ldquoHP IT Service Management An ROI Studyrdquo by Frederick W Broussard Randy Perry and Eric Hatcher 12009 click here and look under Analyst Reports
23 Footer Goes Here23
Where To Go Next
bull ITSM and HP Service Manager wwwhpcomgoitsm
bull HP SM on SaaS Value Suiteportalsaashpcomsitehtmlsmvsmss
bull HP Software-as-a-Service portalsaashpcom
bull Contact your local HP Representative
24 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
9 Footer Goes Here9
Getndash more value with HP Service Manager
10 Footer Goes Here10
More Value With HP Service ManagerExamples of enhanced functionality in HP Service Manager
Significantly reduce customization expense accelerate implementation and provide for a painless upgrade
Minimize risk and costly outages Improve service quality and customer satisfaction
Accommodate growth with less business-dedicated resources
Faster and more accurate delivery
Embedded Best Practices
Consolidated Service Desk Scalability
Enhanced Change Mgmt Process
End-to-End Automation
11 Footer Goes Here11
More Value With HP Service Manager (conrsquod)Examples of enhanced functionality in HP Service Manager
Dashboards and reportingTrack and report performance issues and improvements available at your fingertips
Web 20 Client UI performance functionality and intuitiveness
Better productivity and remote access Eliminates client software maintenance by user
Service Level ManagementOptimize IT delivery to meet business expectations SLO driven Process monitoring
End User Self-ServiceLowers per-user support cost and increases user satisfaction by enabling direct access to IT resources and services
12 Footer Goes Here12
HP Service ManagerA fresh new look for enterprise strength IT Service Management
ndash Enhanced Web 20 UI for superior operator efficiency
ndash End-to-end solution automation for higher agility
13 Footer Goes Here13
HP Service ManagerChange management embedded functionality
New ldquoMS Outlookrdquo style calendar embedded in several processes
Powerful decision support (eg risk and impact analysis
14 Footer Goes Here14
HP Service Manager on SaaS Value SuiteAmazingly easy
bull Get a core service desk up and running quickly and easily
bull Get a great starting price and a great ongoing price
bull Leverage HPrsquos service management experience
bull Grows with your business
bull Manages calls incidents and assigns tasks to other IT groups for closed loop follow-up and repair
bull OGC Gold endorsed ITIL best practices
bull 24x7 support
bull Full documentation
bull Includes all HP hardware and software
15 Footer Goes Here15
Part of a Wide Range of IntegrationsThe communication hub for managing the entire service lifecycle
HP Service
Manager
IT Planning and Control
Closed Loop Incident amp Problem MgmtApplication Lifecycle Mgmt
FinancialsDemand
Portfolio
QualityProjects
Requirements
ComplianceDeployment
Impact
Root causeHealth
Service levels
Change Configuration amp Release Mgmt
16 Footer Goes Here16
HP Service Manager Certified Gold in ITIL v3
ndash UKs Office of Government Commerce (OGC) the creator of the Information Technology Infrastructure Library (ITIL) has certified HP Service Manager 71 amp 920 for TEN ITIL v3 processes at the Gold Level
bull Incident Management Problem Management Change Management bull Service Asset and Configuration Managementbull Request Fulfillment Service Catalog Management bull Service Level Management Knowledge Managementbull Service Portfolio Management Availability Management
ndash Gold Level indicates that multiple customers have provided written verification of using HP Service Manager to automate these ITIL processes
ndash HP has more Gold-Level certified processes than any other vendorClick here to see HP listed on the official OGC website
More gold-level OGC-certified ITIL processes than any other vendor
17 Footer Goes Here17
Migratewith no incremental license cost
18 Footer Goes Here18
HP Service ManagerLicense structure avoids incremental license costs
No-cost like-for-like license migration entitlement
Significant extra functionality bundled with SM components
Year on year maintenance increase capped
Non-production licenses (backup development test) no charge
Six month parallel license execution entitlement
19 Footer Goes Here19
License ConversionHP Service Desk to HP Service Manager
Module License Conversion Extra Value
Foundation
All SD customers are entitled to SM Foundation for as many users as the total of all named and floating SD Users (11)
bull Web Clientbull Web API bull FAX amp pager integrations
Help Desk
SD HelpDesk customers are entitled to SM Help Desk for as many users as the total of all named and floating SD users (11)
bull More robust Problem Mgmt bull Scheduled Maintenance
Change Management
SD Change and Config customers are entitled to HP IT Change Mgmt Suite (SM CM + RCA) for as many users as the total of all named and floating SD Users (11)
bull Robust workflow in change bull Model more than one
change process
Service Level Management
SD SLM customers are entitled to SM SLM Module for as many users as the total of all named and floating SD Users (11)
Easier to optimize service support and delivery
20 Footer Goes Here20
Delivermeasurable value with HP Service Manager
21 Footer Goes Here21
In Summary More ROIDeliver measurable value
More functionality integrations and ITILv3 support
ndash End-user self-service ease of use features for lower TCO Web 20 UI and more
ndash UCMDB Federation 64 integrations in all enhanced change managementndash ITIL v3-based embedded best practices end-to-end solution automation
More value for your current license entitlementndash A neutral cost like-for-like license migration resulting in more functionalityndash Incremental maintenance is capped
More ways to get there easily and cost-effectively
ndash Trade up support including trade up utility and upgrade factory servicesndash SaaS Solution
22 Footer Goes Here22
ROI With HP Service Manager
Downtime decreased on average by 35
Operations cost per user reduced on average by about $50
IT productivity improved on average by
ndash Setup and configuration +25
ndash Incident Management (reportingrepairs) +55
ndash Problem Management (monitoringforecasting) +56
ndash Scheduled maintenance application support amp hardware support +25 To access the IDC report ldquoHP IT Service Management An ROI Studyrdquo by Frederick W Broussard Randy Perry and Eric Hatcher 12009 click here and look under Analyst Reports
23 Footer Goes Here23
Where To Go Next
bull ITSM and HP Service Manager wwwhpcomgoitsm
bull HP SM on SaaS Value Suiteportalsaashpcomsitehtmlsmvsmss
bull HP Software-as-a-Service portalsaashpcom
bull Contact your local HP Representative
24 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
10 Footer Goes Here10
More Value With HP Service ManagerExamples of enhanced functionality in HP Service Manager
Significantly reduce customization expense accelerate implementation and provide for a painless upgrade
Minimize risk and costly outages Improve service quality and customer satisfaction
Accommodate growth with less business-dedicated resources
Faster and more accurate delivery
Embedded Best Practices
Consolidated Service Desk Scalability
Enhanced Change Mgmt Process
End-to-End Automation
11 Footer Goes Here11
More Value With HP Service Manager (conrsquod)Examples of enhanced functionality in HP Service Manager
Dashboards and reportingTrack and report performance issues and improvements available at your fingertips
Web 20 Client UI performance functionality and intuitiveness
Better productivity and remote access Eliminates client software maintenance by user
Service Level ManagementOptimize IT delivery to meet business expectations SLO driven Process monitoring
End User Self-ServiceLowers per-user support cost and increases user satisfaction by enabling direct access to IT resources and services
12 Footer Goes Here12
HP Service ManagerA fresh new look for enterprise strength IT Service Management
ndash Enhanced Web 20 UI for superior operator efficiency
ndash End-to-end solution automation for higher agility
13 Footer Goes Here13
HP Service ManagerChange management embedded functionality
New ldquoMS Outlookrdquo style calendar embedded in several processes
Powerful decision support (eg risk and impact analysis
14 Footer Goes Here14
HP Service Manager on SaaS Value SuiteAmazingly easy
bull Get a core service desk up and running quickly and easily
bull Get a great starting price and a great ongoing price
bull Leverage HPrsquos service management experience
bull Grows with your business
bull Manages calls incidents and assigns tasks to other IT groups for closed loop follow-up and repair
bull OGC Gold endorsed ITIL best practices
bull 24x7 support
bull Full documentation
bull Includes all HP hardware and software
15 Footer Goes Here15
Part of a Wide Range of IntegrationsThe communication hub for managing the entire service lifecycle
HP Service
Manager
IT Planning and Control
Closed Loop Incident amp Problem MgmtApplication Lifecycle Mgmt
FinancialsDemand
Portfolio
QualityProjects
Requirements
ComplianceDeployment
Impact
Root causeHealth
Service levels
Change Configuration amp Release Mgmt
16 Footer Goes Here16
HP Service Manager Certified Gold in ITIL v3
ndash UKs Office of Government Commerce (OGC) the creator of the Information Technology Infrastructure Library (ITIL) has certified HP Service Manager 71 amp 920 for TEN ITIL v3 processes at the Gold Level
bull Incident Management Problem Management Change Management bull Service Asset and Configuration Managementbull Request Fulfillment Service Catalog Management bull Service Level Management Knowledge Managementbull Service Portfolio Management Availability Management
ndash Gold Level indicates that multiple customers have provided written verification of using HP Service Manager to automate these ITIL processes
ndash HP has more Gold-Level certified processes than any other vendorClick here to see HP listed on the official OGC website
More gold-level OGC-certified ITIL processes than any other vendor
17 Footer Goes Here17
Migratewith no incremental license cost
18 Footer Goes Here18
HP Service ManagerLicense structure avoids incremental license costs
No-cost like-for-like license migration entitlement
Significant extra functionality bundled with SM components
Year on year maintenance increase capped
Non-production licenses (backup development test) no charge
Six month parallel license execution entitlement
19 Footer Goes Here19
License ConversionHP Service Desk to HP Service Manager
Module License Conversion Extra Value
Foundation
All SD customers are entitled to SM Foundation for as many users as the total of all named and floating SD Users (11)
bull Web Clientbull Web API bull FAX amp pager integrations
Help Desk
SD HelpDesk customers are entitled to SM Help Desk for as many users as the total of all named and floating SD users (11)
bull More robust Problem Mgmt bull Scheduled Maintenance
Change Management
SD Change and Config customers are entitled to HP IT Change Mgmt Suite (SM CM + RCA) for as many users as the total of all named and floating SD Users (11)
bull Robust workflow in change bull Model more than one
change process
Service Level Management
SD SLM customers are entitled to SM SLM Module for as many users as the total of all named and floating SD Users (11)
Easier to optimize service support and delivery
20 Footer Goes Here20
Delivermeasurable value with HP Service Manager
21 Footer Goes Here21
In Summary More ROIDeliver measurable value
More functionality integrations and ITILv3 support
ndash End-user self-service ease of use features for lower TCO Web 20 UI and more
ndash UCMDB Federation 64 integrations in all enhanced change managementndash ITIL v3-based embedded best practices end-to-end solution automation
More value for your current license entitlementndash A neutral cost like-for-like license migration resulting in more functionalityndash Incremental maintenance is capped
More ways to get there easily and cost-effectively
ndash Trade up support including trade up utility and upgrade factory servicesndash SaaS Solution
22 Footer Goes Here22
ROI With HP Service Manager
Downtime decreased on average by 35
Operations cost per user reduced on average by about $50
IT productivity improved on average by
ndash Setup and configuration +25
ndash Incident Management (reportingrepairs) +55
ndash Problem Management (monitoringforecasting) +56
ndash Scheduled maintenance application support amp hardware support +25 To access the IDC report ldquoHP IT Service Management An ROI Studyrdquo by Frederick W Broussard Randy Perry and Eric Hatcher 12009 click here and look under Analyst Reports
23 Footer Goes Here23
Where To Go Next
bull ITSM and HP Service Manager wwwhpcomgoitsm
bull HP SM on SaaS Value Suiteportalsaashpcomsitehtmlsmvsmss
bull HP Software-as-a-Service portalsaashpcom
bull Contact your local HP Representative
24 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
11 Footer Goes Here11
More Value With HP Service Manager (conrsquod)Examples of enhanced functionality in HP Service Manager
Dashboards and reportingTrack and report performance issues and improvements available at your fingertips
Web 20 Client UI performance functionality and intuitiveness
Better productivity and remote access Eliminates client software maintenance by user
Service Level ManagementOptimize IT delivery to meet business expectations SLO driven Process monitoring
End User Self-ServiceLowers per-user support cost and increases user satisfaction by enabling direct access to IT resources and services
12 Footer Goes Here12
HP Service ManagerA fresh new look for enterprise strength IT Service Management
ndash Enhanced Web 20 UI for superior operator efficiency
ndash End-to-end solution automation for higher agility
13 Footer Goes Here13
HP Service ManagerChange management embedded functionality
New ldquoMS Outlookrdquo style calendar embedded in several processes
Powerful decision support (eg risk and impact analysis
14 Footer Goes Here14
HP Service Manager on SaaS Value SuiteAmazingly easy
bull Get a core service desk up and running quickly and easily
bull Get a great starting price and a great ongoing price
bull Leverage HPrsquos service management experience
bull Grows with your business
bull Manages calls incidents and assigns tasks to other IT groups for closed loop follow-up and repair
bull OGC Gold endorsed ITIL best practices
bull 24x7 support
bull Full documentation
bull Includes all HP hardware and software
15 Footer Goes Here15
Part of a Wide Range of IntegrationsThe communication hub for managing the entire service lifecycle
HP Service
Manager
IT Planning and Control
Closed Loop Incident amp Problem MgmtApplication Lifecycle Mgmt
FinancialsDemand
Portfolio
QualityProjects
Requirements
ComplianceDeployment
Impact
Root causeHealth
Service levels
Change Configuration amp Release Mgmt
16 Footer Goes Here16
HP Service Manager Certified Gold in ITIL v3
ndash UKs Office of Government Commerce (OGC) the creator of the Information Technology Infrastructure Library (ITIL) has certified HP Service Manager 71 amp 920 for TEN ITIL v3 processes at the Gold Level
bull Incident Management Problem Management Change Management bull Service Asset and Configuration Managementbull Request Fulfillment Service Catalog Management bull Service Level Management Knowledge Managementbull Service Portfolio Management Availability Management
ndash Gold Level indicates that multiple customers have provided written verification of using HP Service Manager to automate these ITIL processes
ndash HP has more Gold-Level certified processes than any other vendorClick here to see HP listed on the official OGC website
More gold-level OGC-certified ITIL processes than any other vendor
17 Footer Goes Here17
Migratewith no incremental license cost
18 Footer Goes Here18
HP Service ManagerLicense structure avoids incremental license costs
No-cost like-for-like license migration entitlement
Significant extra functionality bundled with SM components
Year on year maintenance increase capped
Non-production licenses (backup development test) no charge
Six month parallel license execution entitlement
19 Footer Goes Here19
License ConversionHP Service Desk to HP Service Manager
Module License Conversion Extra Value
Foundation
All SD customers are entitled to SM Foundation for as many users as the total of all named and floating SD Users (11)
bull Web Clientbull Web API bull FAX amp pager integrations
Help Desk
SD HelpDesk customers are entitled to SM Help Desk for as many users as the total of all named and floating SD users (11)
bull More robust Problem Mgmt bull Scheduled Maintenance
Change Management
SD Change and Config customers are entitled to HP IT Change Mgmt Suite (SM CM + RCA) for as many users as the total of all named and floating SD Users (11)
bull Robust workflow in change bull Model more than one
change process
Service Level Management
SD SLM customers are entitled to SM SLM Module for as many users as the total of all named and floating SD Users (11)
Easier to optimize service support and delivery
20 Footer Goes Here20
Delivermeasurable value with HP Service Manager
21 Footer Goes Here21
In Summary More ROIDeliver measurable value
More functionality integrations and ITILv3 support
ndash End-user self-service ease of use features for lower TCO Web 20 UI and more
ndash UCMDB Federation 64 integrations in all enhanced change managementndash ITIL v3-based embedded best practices end-to-end solution automation
More value for your current license entitlementndash A neutral cost like-for-like license migration resulting in more functionalityndash Incremental maintenance is capped
More ways to get there easily and cost-effectively
ndash Trade up support including trade up utility and upgrade factory servicesndash SaaS Solution
22 Footer Goes Here22
ROI With HP Service Manager
Downtime decreased on average by 35
Operations cost per user reduced on average by about $50
IT productivity improved on average by
ndash Setup and configuration +25
ndash Incident Management (reportingrepairs) +55
ndash Problem Management (monitoringforecasting) +56
ndash Scheduled maintenance application support amp hardware support +25 To access the IDC report ldquoHP IT Service Management An ROI Studyrdquo by Frederick W Broussard Randy Perry and Eric Hatcher 12009 click here and look under Analyst Reports
23 Footer Goes Here23
Where To Go Next
bull ITSM and HP Service Manager wwwhpcomgoitsm
bull HP SM on SaaS Value Suiteportalsaashpcomsitehtmlsmvsmss
bull HP Software-as-a-Service portalsaashpcom
bull Contact your local HP Representative
24 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
12 Footer Goes Here12
HP Service ManagerA fresh new look for enterprise strength IT Service Management
ndash Enhanced Web 20 UI for superior operator efficiency
ndash End-to-end solution automation for higher agility
13 Footer Goes Here13
HP Service ManagerChange management embedded functionality
New ldquoMS Outlookrdquo style calendar embedded in several processes
Powerful decision support (eg risk and impact analysis
14 Footer Goes Here14
HP Service Manager on SaaS Value SuiteAmazingly easy
bull Get a core service desk up and running quickly and easily
bull Get a great starting price and a great ongoing price
bull Leverage HPrsquos service management experience
bull Grows with your business
bull Manages calls incidents and assigns tasks to other IT groups for closed loop follow-up and repair
bull OGC Gold endorsed ITIL best practices
bull 24x7 support
bull Full documentation
bull Includes all HP hardware and software
15 Footer Goes Here15
Part of a Wide Range of IntegrationsThe communication hub for managing the entire service lifecycle
HP Service
Manager
IT Planning and Control
Closed Loop Incident amp Problem MgmtApplication Lifecycle Mgmt
FinancialsDemand
Portfolio
QualityProjects
Requirements
ComplianceDeployment
Impact
Root causeHealth
Service levels
Change Configuration amp Release Mgmt
16 Footer Goes Here16
HP Service Manager Certified Gold in ITIL v3
ndash UKs Office of Government Commerce (OGC) the creator of the Information Technology Infrastructure Library (ITIL) has certified HP Service Manager 71 amp 920 for TEN ITIL v3 processes at the Gold Level
bull Incident Management Problem Management Change Management bull Service Asset and Configuration Managementbull Request Fulfillment Service Catalog Management bull Service Level Management Knowledge Managementbull Service Portfolio Management Availability Management
ndash Gold Level indicates that multiple customers have provided written verification of using HP Service Manager to automate these ITIL processes
ndash HP has more Gold-Level certified processes than any other vendorClick here to see HP listed on the official OGC website
More gold-level OGC-certified ITIL processes than any other vendor
17 Footer Goes Here17
Migratewith no incremental license cost
18 Footer Goes Here18
HP Service ManagerLicense structure avoids incremental license costs
No-cost like-for-like license migration entitlement
Significant extra functionality bundled with SM components
Year on year maintenance increase capped
Non-production licenses (backup development test) no charge
Six month parallel license execution entitlement
19 Footer Goes Here19
License ConversionHP Service Desk to HP Service Manager
Module License Conversion Extra Value
Foundation
All SD customers are entitled to SM Foundation for as many users as the total of all named and floating SD Users (11)
bull Web Clientbull Web API bull FAX amp pager integrations
Help Desk
SD HelpDesk customers are entitled to SM Help Desk for as many users as the total of all named and floating SD users (11)
bull More robust Problem Mgmt bull Scheduled Maintenance
Change Management
SD Change and Config customers are entitled to HP IT Change Mgmt Suite (SM CM + RCA) for as many users as the total of all named and floating SD Users (11)
bull Robust workflow in change bull Model more than one
change process
Service Level Management
SD SLM customers are entitled to SM SLM Module for as many users as the total of all named and floating SD Users (11)
Easier to optimize service support and delivery
20 Footer Goes Here20
Delivermeasurable value with HP Service Manager
21 Footer Goes Here21
In Summary More ROIDeliver measurable value
More functionality integrations and ITILv3 support
ndash End-user self-service ease of use features for lower TCO Web 20 UI and more
ndash UCMDB Federation 64 integrations in all enhanced change managementndash ITIL v3-based embedded best practices end-to-end solution automation
More value for your current license entitlementndash A neutral cost like-for-like license migration resulting in more functionalityndash Incremental maintenance is capped
More ways to get there easily and cost-effectively
ndash Trade up support including trade up utility and upgrade factory servicesndash SaaS Solution
22 Footer Goes Here22
ROI With HP Service Manager
Downtime decreased on average by 35
Operations cost per user reduced on average by about $50
IT productivity improved on average by
ndash Setup and configuration +25
ndash Incident Management (reportingrepairs) +55
ndash Problem Management (monitoringforecasting) +56
ndash Scheduled maintenance application support amp hardware support +25 To access the IDC report ldquoHP IT Service Management An ROI Studyrdquo by Frederick W Broussard Randy Perry and Eric Hatcher 12009 click here and look under Analyst Reports
23 Footer Goes Here23
Where To Go Next
bull ITSM and HP Service Manager wwwhpcomgoitsm
bull HP SM on SaaS Value Suiteportalsaashpcomsitehtmlsmvsmss
bull HP Software-as-a-Service portalsaashpcom
bull Contact your local HP Representative
24 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
13 Footer Goes Here13
HP Service ManagerChange management embedded functionality
New ldquoMS Outlookrdquo style calendar embedded in several processes
Powerful decision support (eg risk and impact analysis
14 Footer Goes Here14
HP Service Manager on SaaS Value SuiteAmazingly easy
bull Get a core service desk up and running quickly and easily
bull Get a great starting price and a great ongoing price
bull Leverage HPrsquos service management experience
bull Grows with your business
bull Manages calls incidents and assigns tasks to other IT groups for closed loop follow-up and repair
bull OGC Gold endorsed ITIL best practices
bull 24x7 support
bull Full documentation
bull Includes all HP hardware and software
15 Footer Goes Here15
Part of a Wide Range of IntegrationsThe communication hub for managing the entire service lifecycle
HP Service
Manager
IT Planning and Control
Closed Loop Incident amp Problem MgmtApplication Lifecycle Mgmt
FinancialsDemand
Portfolio
QualityProjects
Requirements
ComplianceDeployment
Impact
Root causeHealth
Service levels
Change Configuration amp Release Mgmt
16 Footer Goes Here16
HP Service Manager Certified Gold in ITIL v3
ndash UKs Office of Government Commerce (OGC) the creator of the Information Technology Infrastructure Library (ITIL) has certified HP Service Manager 71 amp 920 for TEN ITIL v3 processes at the Gold Level
bull Incident Management Problem Management Change Management bull Service Asset and Configuration Managementbull Request Fulfillment Service Catalog Management bull Service Level Management Knowledge Managementbull Service Portfolio Management Availability Management
ndash Gold Level indicates that multiple customers have provided written verification of using HP Service Manager to automate these ITIL processes
ndash HP has more Gold-Level certified processes than any other vendorClick here to see HP listed on the official OGC website
More gold-level OGC-certified ITIL processes than any other vendor
17 Footer Goes Here17
Migratewith no incremental license cost
18 Footer Goes Here18
HP Service ManagerLicense structure avoids incremental license costs
No-cost like-for-like license migration entitlement
Significant extra functionality bundled with SM components
Year on year maintenance increase capped
Non-production licenses (backup development test) no charge
Six month parallel license execution entitlement
19 Footer Goes Here19
License ConversionHP Service Desk to HP Service Manager
Module License Conversion Extra Value
Foundation
All SD customers are entitled to SM Foundation for as many users as the total of all named and floating SD Users (11)
bull Web Clientbull Web API bull FAX amp pager integrations
Help Desk
SD HelpDesk customers are entitled to SM Help Desk for as many users as the total of all named and floating SD users (11)
bull More robust Problem Mgmt bull Scheduled Maintenance
Change Management
SD Change and Config customers are entitled to HP IT Change Mgmt Suite (SM CM + RCA) for as many users as the total of all named and floating SD Users (11)
bull Robust workflow in change bull Model more than one
change process
Service Level Management
SD SLM customers are entitled to SM SLM Module for as many users as the total of all named and floating SD Users (11)
Easier to optimize service support and delivery
20 Footer Goes Here20
Delivermeasurable value with HP Service Manager
21 Footer Goes Here21
In Summary More ROIDeliver measurable value
More functionality integrations and ITILv3 support
ndash End-user self-service ease of use features for lower TCO Web 20 UI and more
ndash UCMDB Federation 64 integrations in all enhanced change managementndash ITIL v3-based embedded best practices end-to-end solution automation
More value for your current license entitlementndash A neutral cost like-for-like license migration resulting in more functionalityndash Incremental maintenance is capped
More ways to get there easily and cost-effectively
ndash Trade up support including trade up utility and upgrade factory servicesndash SaaS Solution
22 Footer Goes Here22
ROI With HP Service Manager
Downtime decreased on average by 35
Operations cost per user reduced on average by about $50
IT productivity improved on average by
ndash Setup and configuration +25
ndash Incident Management (reportingrepairs) +55
ndash Problem Management (monitoringforecasting) +56
ndash Scheduled maintenance application support amp hardware support +25 To access the IDC report ldquoHP IT Service Management An ROI Studyrdquo by Frederick W Broussard Randy Perry and Eric Hatcher 12009 click here and look under Analyst Reports
23 Footer Goes Here23
Where To Go Next
bull ITSM and HP Service Manager wwwhpcomgoitsm
bull HP SM on SaaS Value Suiteportalsaashpcomsitehtmlsmvsmss
bull HP Software-as-a-Service portalsaashpcom
bull Contact your local HP Representative
24 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
14 Footer Goes Here14
HP Service Manager on SaaS Value SuiteAmazingly easy
bull Get a core service desk up and running quickly and easily
bull Get a great starting price and a great ongoing price
bull Leverage HPrsquos service management experience
bull Grows with your business
bull Manages calls incidents and assigns tasks to other IT groups for closed loop follow-up and repair
bull OGC Gold endorsed ITIL best practices
bull 24x7 support
bull Full documentation
bull Includes all HP hardware and software
15 Footer Goes Here15
Part of a Wide Range of IntegrationsThe communication hub for managing the entire service lifecycle
HP Service
Manager
IT Planning and Control
Closed Loop Incident amp Problem MgmtApplication Lifecycle Mgmt
FinancialsDemand
Portfolio
QualityProjects
Requirements
ComplianceDeployment
Impact
Root causeHealth
Service levels
Change Configuration amp Release Mgmt
16 Footer Goes Here16
HP Service Manager Certified Gold in ITIL v3
ndash UKs Office of Government Commerce (OGC) the creator of the Information Technology Infrastructure Library (ITIL) has certified HP Service Manager 71 amp 920 for TEN ITIL v3 processes at the Gold Level
bull Incident Management Problem Management Change Management bull Service Asset and Configuration Managementbull Request Fulfillment Service Catalog Management bull Service Level Management Knowledge Managementbull Service Portfolio Management Availability Management
ndash Gold Level indicates that multiple customers have provided written verification of using HP Service Manager to automate these ITIL processes
ndash HP has more Gold-Level certified processes than any other vendorClick here to see HP listed on the official OGC website
More gold-level OGC-certified ITIL processes than any other vendor
17 Footer Goes Here17
Migratewith no incremental license cost
18 Footer Goes Here18
HP Service ManagerLicense structure avoids incremental license costs
No-cost like-for-like license migration entitlement
Significant extra functionality bundled with SM components
Year on year maintenance increase capped
Non-production licenses (backup development test) no charge
Six month parallel license execution entitlement
19 Footer Goes Here19
License ConversionHP Service Desk to HP Service Manager
Module License Conversion Extra Value
Foundation
All SD customers are entitled to SM Foundation for as many users as the total of all named and floating SD Users (11)
bull Web Clientbull Web API bull FAX amp pager integrations
Help Desk
SD HelpDesk customers are entitled to SM Help Desk for as many users as the total of all named and floating SD users (11)
bull More robust Problem Mgmt bull Scheduled Maintenance
Change Management
SD Change and Config customers are entitled to HP IT Change Mgmt Suite (SM CM + RCA) for as many users as the total of all named and floating SD Users (11)
bull Robust workflow in change bull Model more than one
change process
Service Level Management
SD SLM customers are entitled to SM SLM Module for as many users as the total of all named and floating SD Users (11)
Easier to optimize service support and delivery
20 Footer Goes Here20
Delivermeasurable value with HP Service Manager
21 Footer Goes Here21
In Summary More ROIDeliver measurable value
More functionality integrations and ITILv3 support
ndash End-user self-service ease of use features for lower TCO Web 20 UI and more
ndash UCMDB Federation 64 integrations in all enhanced change managementndash ITIL v3-based embedded best practices end-to-end solution automation
More value for your current license entitlementndash A neutral cost like-for-like license migration resulting in more functionalityndash Incremental maintenance is capped
More ways to get there easily and cost-effectively
ndash Trade up support including trade up utility and upgrade factory servicesndash SaaS Solution
22 Footer Goes Here22
ROI With HP Service Manager
Downtime decreased on average by 35
Operations cost per user reduced on average by about $50
IT productivity improved on average by
ndash Setup and configuration +25
ndash Incident Management (reportingrepairs) +55
ndash Problem Management (monitoringforecasting) +56
ndash Scheduled maintenance application support amp hardware support +25 To access the IDC report ldquoHP IT Service Management An ROI Studyrdquo by Frederick W Broussard Randy Perry and Eric Hatcher 12009 click here and look under Analyst Reports
23 Footer Goes Here23
Where To Go Next
bull ITSM and HP Service Manager wwwhpcomgoitsm
bull HP SM on SaaS Value Suiteportalsaashpcomsitehtmlsmvsmss
bull HP Software-as-a-Service portalsaashpcom
bull Contact your local HP Representative
24 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
15 Footer Goes Here15
Part of a Wide Range of IntegrationsThe communication hub for managing the entire service lifecycle
HP Service
Manager
IT Planning and Control
Closed Loop Incident amp Problem MgmtApplication Lifecycle Mgmt
FinancialsDemand
Portfolio
QualityProjects
Requirements
ComplianceDeployment
Impact
Root causeHealth
Service levels
Change Configuration amp Release Mgmt
16 Footer Goes Here16
HP Service Manager Certified Gold in ITIL v3
ndash UKs Office of Government Commerce (OGC) the creator of the Information Technology Infrastructure Library (ITIL) has certified HP Service Manager 71 amp 920 for TEN ITIL v3 processes at the Gold Level
bull Incident Management Problem Management Change Management bull Service Asset and Configuration Managementbull Request Fulfillment Service Catalog Management bull Service Level Management Knowledge Managementbull Service Portfolio Management Availability Management
ndash Gold Level indicates that multiple customers have provided written verification of using HP Service Manager to automate these ITIL processes
ndash HP has more Gold-Level certified processes than any other vendorClick here to see HP listed on the official OGC website
More gold-level OGC-certified ITIL processes than any other vendor
17 Footer Goes Here17
Migratewith no incremental license cost
18 Footer Goes Here18
HP Service ManagerLicense structure avoids incremental license costs
No-cost like-for-like license migration entitlement
Significant extra functionality bundled with SM components
Year on year maintenance increase capped
Non-production licenses (backup development test) no charge
Six month parallel license execution entitlement
19 Footer Goes Here19
License ConversionHP Service Desk to HP Service Manager
Module License Conversion Extra Value
Foundation
All SD customers are entitled to SM Foundation for as many users as the total of all named and floating SD Users (11)
bull Web Clientbull Web API bull FAX amp pager integrations
Help Desk
SD HelpDesk customers are entitled to SM Help Desk for as many users as the total of all named and floating SD users (11)
bull More robust Problem Mgmt bull Scheduled Maintenance
Change Management
SD Change and Config customers are entitled to HP IT Change Mgmt Suite (SM CM + RCA) for as many users as the total of all named and floating SD Users (11)
bull Robust workflow in change bull Model more than one
change process
Service Level Management
SD SLM customers are entitled to SM SLM Module for as many users as the total of all named and floating SD Users (11)
Easier to optimize service support and delivery
20 Footer Goes Here20
Delivermeasurable value with HP Service Manager
21 Footer Goes Here21
In Summary More ROIDeliver measurable value
More functionality integrations and ITILv3 support
ndash End-user self-service ease of use features for lower TCO Web 20 UI and more
ndash UCMDB Federation 64 integrations in all enhanced change managementndash ITIL v3-based embedded best practices end-to-end solution automation
More value for your current license entitlementndash A neutral cost like-for-like license migration resulting in more functionalityndash Incremental maintenance is capped
More ways to get there easily and cost-effectively
ndash Trade up support including trade up utility and upgrade factory servicesndash SaaS Solution
22 Footer Goes Here22
ROI With HP Service Manager
Downtime decreased on average by 35
Operations cost per user reduced on average by about $50
IT productivity improved on average by
ndash Setup and configuration +25
ndash Incident Management (reportingrepairs) +55
ndash Problem Management (monitoringforecasting) +56
ndash Scheduled maintenance application support amp hardware support +25 To access the IDC report ldquoHP IT Service Management An ROI Studyrdquo by Frederick W Broussard Randy Perry and Eric Hatcher 12009 click here and look under Analyst Reports
23 Footer Goes Here23
Where To Go Next
bull ITSM and HP Service Manager wwwhpcomgoitsm
bull HP SM on SaaS Value Suiteportalsaashpcomsitehtmlsmvsmss
bull HP Software-as-a-Service portalsaashpcom
bull Contact your local HP Representative
24 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
16 Footer Goes Here16
HP Service Manager Certified Gold in ITIL v3
ndash UKs Office of Government Commerce (OGC) the creator of the Information Technology Infrastructure Library (ITIL) has certified HP Service Manager 71 amp 920 for TEN ITIL v3 processes at the Gold Level
bull Incident Management Problem Management Change Management bull Service Asset and Configuration Managementbull Request Fulfillment Service Catalog Management bull Service Level Management Knowledge Managementbull Service Portfolio Management Availability Management
ndash Gold Level indicates that multiple customers have provided written verification of using HP Service Manager to automate these ITIL processes
ndash HP has more Gold-Level certified processes than any other vendorClick here to see HP listed on the official OGC website
More gold-level OGC-certified ITIL processes than any other vendor
17 Footer Goes Here17
Migratewith no incremental license cost
18 Footer Goes Here18
HP Service ManagerLicense structure avoids incremental license costs
No-cost like-for-like license migration entitlement
Significant extra functionality bundled with SM components
Year on year maintenance increase capped
Non-production licenses (backup development test) no charge
Six month parallel license execution entitlement
19 Footer Goes Here19
License ConversionHP Service Desk to HP Service Manager
Module License Conversion Extra Value
Foundation
All SD customers are entitled to SM Foundation for as many users as the total of all named and floating SD Users (11)
bull Web Clientbull Web API bull FAX amp pager integrations
Help Desk
SD HelpDesk customers are entitled to SM Help Desk for as many users as the total of all named and floating SD users (11)
bull More robust Problem Mgmt bull Scheduled Maintenance
Change Management
SD Change and Config customers are entitled to HP IT Change Mgmt Suite (SM CM + RCA) for as many users as the total of all named and floating SD Users (11)
bull Robust workflow in change bull Model more than one
change process
Service Level Management
SD SLM customers are entitled to SM SLM Module for as many users as the total of all named and floating SD Users (11)
Easier to optimize service support and delivery
20 Footer Goes Here20
Delivermeasurable value with HP Service Manager
21 Footer Goes Here21
In Summary More ROIDeliver measurable value
More functionality integrations and ITILv3 support
ndash End-user self-service ease of use features for lower TCO Web 20 UI and more
ndash UCMDB Federation 64 integrations in all enhanced change managementndash ITIL v3-based embedded best practices end-to-end solution automation
More value for your current license entitlementndash A neutral cost like-for-like license migration resulting in more functionalityndash Incremental maintenance is capped
More ways to get there easily and cost-effectively
ndash Trade up support including trade up utility and upgrade factory servicesndash SaaS Solution
22 Footer Goes Here22
ROI With HP Service Manager
Downtime decreased on average by 35
Operations cost per user reduced on average by about $50
IT productivity improved on average by
ndash Setup and configuration +25
ndash Incident Management (reportingrepairs) +55
ndash Problem Management (monitoringforecasting) +56
ndash Scheduled maintenance application support amp hardware support +25 To access the IDC report ldquoHP IT Service Management An ROI Studyrdquo by Frederick W Broussard Randy Perry and Eric Hatcher 12009 click here and look under Analyst Reports
23 Footer Goes Here23
Where To Go Next
bull ITSM and HP Service Manager wwwhpcomgoitsm
bull HP SM on SaaS Value Suiteportalsaashpcomsitehtmlsmvsmss
bull HP Software-as-a-Service portalsaashpcom
bull Contact your local HP Representative
24 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
17 Footer Goes Here17
Migratewith no incremental license cost
18 Footer Goes Here18
HP Service ManagerLicense structure avoids incremental license costs
No-cost like-for-like license migration entitlement
Significant extra functionality bundled with SM components
Year on year maintenance increase capped
Non-production licenses (backup development test) no charge
Six month parallel license execution entitlement
19 Footer Goes Here19
License ConversionHP Service Desk to HP Service Manager
Module License Conversion Extra Value
Foundation
All SD customers are entitled to SM Foundation for as many users as the total of all named and floating SD Users (11)
bull Web Clientbull Web API bull FAX amp pager integrations
Help Desk
SD HelpDesk customers are entitled to SM Help Desk for as many users as the total of all named and floating SD users (11)
bull More robust Problem Mgmt bull Scheduled Maintenance
Change Management
SD Change and Config customers are entitled to HP IT Change Mgmt Suite (SM CM + RCA) for as many users as the total of all named and floating SD Users (11)
bull Robust workflow in change bull Model more than one
change process
Service Level Management
SD SLM customers are entitled to SM SLM Module for as many users as the total of all named and floating SD Users (11)
Easier to optimize service support and delivery
20 Footer Goes Here20
Delivermeasurable value with HP Service Manager
21 Footer Goes Here21
In Summary More ROIDeliver measurable value
More functionality integrations and ITILv3 support
ndash End-user self-service ease of use features for lower TCO Web 20 UI and more
ndash UCMDB Federation 64 integrations in all enhanced change managementndash ITIL v3-based embedded best practices end-to-end solution automation
More value for your current license entitlementndash A neutral cost like-for-like license migration resulting in more functionalityndash Incremental maintenance is capped
More ways to get there easily and cost-effectively
ndash Trade up support including trade up utility and upgrade factory servicesndash SaaS Solution
22 Footer Goes Here22
ROI With HP Service Manager
Downtime decreased on average by 35
Operations cost per user reduced on average by about $50
IT productivity improved on average by
ndash Setup and configuration +25
ndash Incident Management (reportingrepairs) +55
ndash Problem Management (monitoringforecasting) +56
ndash Scheduled maintenance application support amp hardware support +25 To access the IDC report ldquoHP IT Service Management An ROI Studyrdquo by Frederick W Broussard Randy Perry and Eric Hatcher 12009 click here and look under Analyst Reports
23 Footer Goes Here23
Where To Go Next
bull ITSM and HP Service Manager wwwhpcomgoitsm
bull HP SM on SaaS Value Suiteportalsaashpcomsitehtmlsmvsmss
bull HP Software-as-a-Service portalsaashpcom
bull Contact your local HP Representative
24 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
18 Footer Goes Here18
HP Service ManagerLicense structure avoids incremental license costs
No-cost like-for-like license migration entitlement
Significant extra functionality bundled with SM components
Year on year maintenance increase capped
Non-production licenses (backup development test) no charge
Six month parallel license execution entitlement
19 Footer Goes Here19
License ConversionHP Service Desk to HP Service Manager
Module License Conversion Extra Value
Foundation
All SD customers are entitled to SM Foundation for as many users as the total of all named and floating SD Users (11)
bull Web Clientbull Web API bull FAX amp pager integrations
Help Desk
SD HelpDesk customers are entitled to SM Help Desk for as many users as the total of all named and floating SD users (11)
bull More robust Problem Mgmt bull Scheduled Maintenance
Change Management
SD Change and Config customers are entitled to HP IT Change Mgmt Suite (SM CM + RCA) for as many users as the total of all named and floating SD Users (11)
bull Robust workflow in change bull Model more than one
change process
Service Level Management
SD SLM customers are entitled to SM SLM Module for as many users as the total of all named and floating SD Users (11)
Easier to optimize service support and delivery
20 Footer Goes Here20
Delivermeasurable value with HP Service Manager
21 Footer Goes Here21
In Summary More ROIDeliver measurable value
More functionality integrations and ITILv3 support
ndash End-user self-service ease of use features for lower TCO Web 20 UI and more
ndash UCMDB Federation 64 integrations in all enhanced change managementndash ITIL v3-based embedded best practices end-to-end solution automation
More value for your current license entitlementndash A neutral cost like-for-like license migration resulting in more functionalityndash Incremental maintenance is capped
More ways to get there easily and cost-effectively
ndash Trade up support including trade up utility and upgrade factory servicesndash SaaS Solution
22 Footer Goes Here22
ROI With HP Service Manager
Downtime decreased on average by 35
Operations cost per user reduced on average by about $50
IT productivity improved on average by
ndash Setup and configuration +25
ndash Incident Management (reportingrepairs) +55
ndash Problem Management (monitoringforecasting) +56
ndash Scheduled maintenance application support amp hardware support +25 To access the IDC report ldquoHP IT Service Management An ROI Studyrdquo by Frederick W Broussard Randy Perry and Eric Hatcher 12009 click here and look under Analyst Reports
23 Footer Goes Here23
Where To Go Next
bull ITSM and HP Service Manager wwwhpcomgoitsm
bull HP SM on SaaS Value Suiteportalsaashpcomsitehtmlsmvsmss
bull HP Software-as-a-Service portalsaashpcom
bull Contact your local HP Representative
24 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
19 Footer Goes Here19
License ConversionHP Service Desk to HP Service Manager
Module License Conversion Extra Value
Foundation
All SD customers are entitled to SM Foundation for as many users as the total of all named and floating SD Users (11)
bull Web Clientbull Web API bull FAX amp pager integrations
Help Desk
SD HelpDesk customers are entitled to SM Help Desk for as many users as the total of all named and floating SD users (11)
bull More robust Problem Mgmt bull Scheduled Maintenance
Change Management
SD Change and Config customers are entitled to HP IT Change Mgmt Suite (SM CM + RCA) for as many users as the total of all named and floating SD Users (11)
bull Robust workflow in change bull Model more than one
change process
Service Level Management
SD SLM customers are entitled to SM SLM Module for as many users as the total of all named and floating SD Users (11)
Easier to optimize service support and delivery
20 Footer Goes Here20
Delivermeasurable value with HP Service Manager
21 Footer Goes Here21
In Summary More ROIDeliver measurable value
More functionality integrations and ITILv3 support
ndash End-user self-service ease of use features for lower TCO Web 20 UI and more
ndash UCMDB Federation 64 integrations in all enhanced change managementndash ITIL v3-based embedded best practices end-to-end solution automation
More value for your current license entitlementndash A neutral cost like-for-like license migration resulting in more functionalityndash Incremental maintenance is capped
More ways to get there easily and cost-effectively
ndash Trade up support including trade up utility and upgrade factory servicesndash SaaS Solution
22 Footer Goes Here22
ROI With HP Service Manager
Downtime decreased on average by 35
Operations cost per user reduced on average by about $50
IT productivity improved on average by
ndash Setup and configuration +25
ndash Incident Management (reportingrepairs) +55
ndash Problem Management (monitoringforecasting) +56
ndash Scheduled maintenance application support amp hardware support +25 To access the IDC report ldquoHP IT Service Management An ROI Studyrdquo by Frederick W Broussard Randy Perry and Eric Hatcher 12009 click here and look under Analyst Reports
23 Footer Goes Here23
Where To Go Next
bull ITSM and HP Service Manager wwwhpcomgoitsm
bull HP SM on SaaS Value Suiteportalsaashpcomsitehtmlsmvsmss
bull HP Software-as-a-Service portalsaashpcom
bull Contact your local HP Representative
24 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
20 Footer Goes Here20
Delivermeasurable value with HP Service Manager
21 Footer Goes Here21
In Summary More ROIDeliver measurable value
More functionality integrations and ITILv3 support
ndash End-user self-service ease of use features for lower TCO Web 20 UI and more
ndash UCMDB Federation 64 integrations in all enhanced change managementndash ITIL v3-based embedded best practices end-to-end solution automation
More value for your current license entitlementndash A neutral cost like-for-like license migration resulting in more functionalityndash Incremental maintenance is capped
More ways to get there easily and cost-effectively
ndash Trade up support including trade up utility and upgrade factory servicesndash SaaS Solution
22 Footer Goes Here22
ROI With HP Service Manager
Downtime decreased on average by 35
Operations cost per user reduced on average by about $50
IT productivity improved on average by
ndash Setup and configuration +25
ndash Incident Management (reportingrepairs) +55
ndash Problem Management (monitoringforecasting) +56
ndash Scheduled maintenance application support amp hardware support +25 To access the IDC report ldquoHP IT Service Management An ROI Studyrdquo by Frederick W Broussard Randy Perry and Eric Hatcher 12009 click here and look under Analyst Reports
23 Footer Goes Here23
Where To Go Next
bull ITSM and HP Service Manager wwwhpcomgoitsm
bull HP SM on SaaS Value Suiteportalsaashpcomsitehtmlsmvsmss
bull HP Software-as-a-Service portalsaashpcom
bull Contact your local HP Representative
24 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
21 Footer Goes Here21
In Summary More ROIDeliver measurable value
More functionality integrations and ITILv3 support
ndash End-user self-service ease of use features for lower TCO Web 20 UI and more
ndash UCMDB Federation 64 integrations in all enhanced change managementndash ITIL v3-based embedded best practices end-to-end solution automation
More value for your current license entitlementndash A neutral cost like-for-like license migration resulting in more functionalityndash Incremental maintenance is capped
More ways to get there easily and cost-effectively
ndash Trade up support including trade up utility and upgrade factory servicesndash SaaS Solution
22 Footer Goes Here22
ROI With HP Service Manager
Downtime decreased on average by 35
Operations cost per user reduced on average by about $50
IT productivity improved on average by
ndash Setup and configuration +25
ndash Incident Management (reportingrepairs) +55
ndash Problem Management (monitoringforecasting) +56
ndash Scheduled maintenance application support amp hardware support +25 To access the IDC report ldquoHP IT Service Management An ROI Studyrdquo by Frederick W Broussard Randy Perry and Eric Hatcher 12009 click here and look under Analyst Reports
23 Footer Goes Here23
Where To Go Next
bull ITSM and HP Service Manager wwwhpcomgoitsm
bull HP SM on SaaS Value Suiteportalsaashpcomsitehtmlsmvsmss
bull HP Software-as-a-Service portalsaashpcom
bull Contact your local HP Representative
24 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
22 Footer Goes Here22
ROI With HP Service Manager
Downtime decreased on average by 35
Operations cost per user reduced on average by about $50
IT productivity improved on average by
ndash Setup and configuration +25
ndash Incident Management (reportingrepairs) +55
ndash Problem Management (monitoringforecasting) +56
ndash Scheduled maintenance application support amp hardware support +25 To access the IDC report ldquoHP IT Service Management An ROI Studyrdquo by Frederick W Broussard Randy Perry and Eric Hatcher 12009 click here and look under Analyst Reports
23 Footer Goes Here23
Where To Go Next
bull ITSM and HP Service Manager wwwhpcomgoitsm
bull HP SM on SaaS Value Suiteportalsaashpcomsitehtmlsmvsmss
bull HP Software-as-a-Service portalsaashpcom
bull Contact your local HP Representative
24 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
23 Footer Goes Here23
Where To Go Next
bull ITSM and HP Service Manager wwwhpcomgoitsm
bull HP SM on SaaS Value Suiteportalsaashpcomsitehtmlsmvsmss
bull HP Software-as-a-Service portalsaashpcom
bull Contact your local HP Representative
24 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
24 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
DW ITC Service Manager Solution
Mohammed ArafatMampC Manager
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
26 Footer Goes Here
Serving Dubai World
40 KM
Jebel AliData Center
Port RashidData Center
Serving Dubai World
bull 10000 Usersbull 8000 Computersbull 1000 Serversbull 300 Network Devicesbull 25 Remote locationsbull 128 Business Services bull 12 SLAs with our BUs
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
27 Footer Goes Here
Support Model
Managed Integrated Business Systems and Applications Licensing Virtualization
Database Optimization Backup and Recovery DRP Failover
Managed SLAs Security Policies Storage on Demand
Managed Data Centers FacilitiesPower Network and Monitoring
ITC Services
Managed Services
ERP Workplace Managed Verticals
Co-location Asset Management Media Management Ping Power and Pipe
Managed InfrastructureServers Network Security OS
Managed DatabaseDatabase Storage Backup DR
ITC
Build
Con
solid
ate
Inte
grat
e
S0
S1
S2
S3
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
28 Footer Goes Here
ITC Value bull Business Focus
ndash Secure amp available infrastructure amp facilityndash Mature and proven practicesndash Deep understanding of business
bull Economy of Scalendash Fully established shared infrastructure ndash Experienced staffndash Value enhancing turnkey execution model ndash Leverage on depreciating assetsndash Corporate discounts from IT vendors ndash Pre-agreed resource augmentation agreement
bull Strategic Partnership with vendors
bull Cisco HP Microsoft Oracle etc
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
29 Footer Goes Here
How We are Doing that
HP BTO Software
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
30 Footer Goes Here
HP Software List
bull HP Operations Manager UnixWindowsbull HP Performance Manager bull HP Network Node Managerbull HP Business Availability Centerbull HP Internet Service bull HP Configuration Manager bull HP DDMI bull HP UCMDBbull HP Dashboard bull HP Reporter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
31 Footer Goes Here
Past
bull HP Service Desk 51 bull Integration with other HP softwarebull Automated ITIL process bull Workgroupsbull Active Directory and HR system integration bull Reporting tools using Crystal Reports bull WEB interface using API for call registration bull Email Notification bull helliphellip etc
BUT the business was asking for more
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
32 Footer Goes Here
Service Manager - WHYbull It is a database front endbull Out of the box single sign on solutionbull Very light web interface and clients bull It has a change workflow bull Service catalogue and Business Servicebull It has basic asset management feature bull It has great configuration management capabilities bull It measures your Team Business KPI and your SLA bull If you want more use Connect ndashIT and WSDLbull You can offer it as SaaS to your BUs IT customer service with the enhanced
security featuresbull You also can automate other IT processes like risk management and audit findings
management with different forms and profiles
Basically itrsquos a dream come true
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
33 Footer Goes Here
Project
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
34 Footer Goes Here
Challenges bull Revisit our ITIL process - due to SD limitation we had to modify
some of our process which now delivered better with SMbull Change management workflow and Application Enhancement
Request processbull Learning RAD bull Approval delegation processbull Copy attachments from interaction to incident and change to task bull Restrictions using Mandanten based on company profile
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
35 Footer Goes Here
SM Best feature is the New Change Process
bull Application Enhancement (40phases)
bull Shared service RFCbull Vertical Application RFCbull Corrective requests bull BU shared application bull Service commissioning
decompiling RFC
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
36 Footer Goes Here
Thank you
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
37 Footer Goes Here37
Onno van SteenisHP SW Professional Services
EducationPSQS offerings ndash migrating from Service Desk to Service Manager
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
38 Footer Goes Here
Discovery Activitybull understand
business driversbull demographicsbull roles amp profilesbull target audiencesbull existing skillsbull learning culture
and stylesbull policies amp best
practices
Course content Customisationbull content design
and developmentbull logistics
infrastructure testingbull communication (customer)bull registration
procedures (customer)
ILT VILT Deliverybull pilot trainingbull quality checkbull logistics
confirmedbull evaluate bull compilepublish
rollout schedulebull administer
training programme (HPcustomer)
EUT PodCast Delivery
bull FAQsbull EUTbull additional
workshops andclasses (subject to change request)
project management communication management of change
ProjectInitiation Analysis Design Develop Pilot Deliver Evaluate
amp Evolve Support
HP Service Manager 9x Customer Training Solution Approach
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
39 Footer Goes Here
Training methodologies available for SM9 and BP4SM
Face to Face ( ILT )Usually delivered on the customerrsquos site using customerrsquos equipment
Live Virtual ( VILT )In todayrsquos economic situation customers require cheap training for manystaff often spread globally These sessions can also be recorded
On-Line ( EUT )Self service on-line End User Training ( EUT ) is an easy solution for large corporate customers
2
Business SimulationReal life business scenario to demonstrate the importance of process and improve communication
Train-The-TrainerExpert HP instructors teach customerrsquos staff how to successfully deliver customised SM9 end user training
1
3
4
5
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
40 Footer Goes Here
Technical Training for Service Manager
The following administration classes are scheduled on a regular basis in many European countries
Service Manager 92 Technical EssentialsThis introductory course provides students with the technical skills needed to effectively use and configure the HP
Service Manager 920 software product This course focuses on configuring Service Manager to match the processes policies and procedures in the out-of-the-box environment This 4-day course is a mixture of lectures and hands-on exercises This course is designed for technical users who are new to HP Service Manager 920
Service Manager 92 AdvancedThis class is targeted at system administrators and consultants responsible for configuring and tailoring Service
Manager for a customerrsquos environment The course focuses on the tools and utilities used to tailor a Service Manager system The course is 50 lecture and 50 hands-on exercises
Service Manager 92 AdministrationThis class is targeted at system administrators responsible for the day to day management of the Service
Manager application The course focuses on the daily weekly monthly quarterly and annual tasks required to keep the system running efficiently The course is 50 percent lecture and 50 percent hands-on exercises This 4-day course is a mixture of lectures and hands-on exercises
Also available on request areService Manager 92 FoundationsService Manager 92 Delta TrainingService Manager 92 Request Management
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
41 Footer Goes Here41
SERVICE DESK TO SERVICE MANAGER MIGRATION OVERVIEWHP services offering
bull Fast Track Migrationbull Migration with Add-onsbull Process Renovation with Service Management Reference Model
Why HP Software Servicesbull Extensive product and migration experiencebull Significant investment made in development of migration approach tools and servicesbull Cost reduction through remote deliverybull Capacity to scale with peak demand driven from End Of Support (EOS) time lines
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
42 Footer Goes Here
Strategy
and
Governance
Design
and
Planning
Transition
and
Control
Operation
and
Technology
Continual
Service
Improvement
Regulatory Environment
Competitive Environment
Supp
lier Custom
er
Migration scenariosbullData migrationbullAdopt standard ITIL V3 SM7 process
implementation
1Fast Track
Migration
bullTechnical migration plus additional new functionalities from SM7
bullService Catalog SelfService Portal uCMDB integration
2Technical migration
with add-ons
bullTechnical migration plus whole process renovation according to ITILv3
bullPackaged processes from Service Mgmt Reference Model
bullProcess implementation on SM7 via BestPractice solution
3Process renovation with SM Reference
Model
HP ServiceDesk
HP ServiceMgr
HP ServiceMgr
with add-ons
HP ServiceMgr
With ITILv3 processes
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
43 Footer Goes Here
Find out more
Migrationbull Contact your local sales representative
EducationService Manager course offerings
44 Footer Goes Here
Outcomes that matter
44 Footer Goes Here
Outcomes that matter
