AnyWeb AG

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2 Agenda SM7 Service Service Manager 7 Service Lifycycle Demo Q&A

3 HP Software BTO System Service Business outcomes STRATEGY Project & Portfolio CIO Office SOA CTO Office APPLICATIONS Quality Quality Performance Application Security SAP, Oracle, SOA, J2EE,.Net Business Service Business Availability Operations Network OPERATIONS Business Service Automation Operations Orchestration Client Automation Data Automation Universal CMDB IT Service Service

4 HP Service HP Service Dashboard Decision IT Performance Analytics Business Impact Analytics Decision Optimization Service Manager Help Desk Service Level Change Knowledge Request Catalog Asset Asset Portfolio IT Financial Contract Procurement Software Asset Change Control Foundation Process automation Reporting Universal CMDB Third-party integrations

5 Service Manager 7 Module End-user Self Service Module Component Service Level Change Request Knowledge Catalog Help Desk Foundation Service Desk (Call Mgmt) Incident Problem Configuration Foundation Components Scheduled Maintenance Self Service Ticketing

6 SM7 Architektur Erweiterbare und offene Architektur SOA und Webservices JavaScript tailoring Unicode UTF-8 Section 508 compliant

7 Demo Employee Self Service Service Catalog Self Service Troubleticketing Event Integration HP Operations Incident User Interaction

8 SM7 implementieren OOB Installation Geeignet für grosse Unternehmen und komplexe Umgebungen Hoher Anpassungsaufwand Blue Print Sechs vollständig beschriebene Prozesse Geeignet für grosse Unternehmen Kostenpflichtig ITSM Implementation Accelerator (IIA) Fünf Prozesse beschrieben Geeignet für mittelgrosse Unternehmen und weniger komplexe Umgebungen Schnell produktiv Kostenlos

9 Migration HP hat Migrationstools entwickelt Für HP ServiceDesk 4.5 & 5.1 Kunden Ausgewählte HP Partner wurden ausgebildet und zertifiziert z.b. AnyWeb AG Unterstützung durch HP Upgrade Factory

10 ITIL v3 Service Lifycycle Strategy Design Transition Operation Improvement

11 Q & A AnyWeb AG Thurgauerstrasse Zürich

12 Backup - HP Service Manager und ITIL v3 Processes defined in Service Operation Event Related processes defined in other volumes Service Level Incident Change Problem Financial Request Fulfillment Knowledge Access Service Reporting & Measurement

13 Backup - Prozesse und Module in SM7 Catalog & Request Self-Service Knowledge Mgmt. Link to BSM Change, Config. & Release Consolidated Service Desk SLM & Continual Service Improvement Consolidated Event Mgmt. Portfolio & Financial Mgmt. Consolidate core service desk processes Assure the quality and cost of Service Delivery and Support Monitor, prioritize and respond to risks in the production environment Reduce costs and increase responsiveness with self service Manage and control investments, assets and resources Provide visibility and control into change and release management September 2008