Service Anywhere March 2015: Big Data Service Desk

1. Service Anywhere March 2015: Big Data Service Desk March 24, 2015

2. Brought to you by

3. Hosted by Bill Sheridan Vivit Minnesota Chapter LeaderVivit Chicago Chapter Leader

4. Today’s Speaker Chuck Darst Senior Product Marketing ManagerHP Software David BaronDistinguished TechnologistSenior Product ManagerHP Service Anywhere

5. Housekeeping This “LIVE” session is being recorded Recordings are available to all Vivit members Session Q&A: Please type questions in the Questions Pane

6. Webinar Control Panel Toggle View Window between Full screen/window mode. Questions

7. HP Discover Las Vegas 2015 June 2 – 4, 2015 at The Venetian Resort in Las Vegas. All members can Register Now via the unique Vivit link www.hp.com/go/discover/vivitand you will receive a $300 off the $1795 for HP Discover 2015 ____________________________________________ Deep Dive Sessions will be offered on Monday, June 1st from 1:00 – 5:00 pm. Find more information on website under the training section.

8. HP Service AnywhereThe Big Data SaaS service desk March 2015 Release

9. A new style of IT is emerging Speed Simplicity Innovation Time to value f

10. IT service management success imperatives Improve Customer Satisfaction Improve Service Quality Improve Staff Efficiency

11. HP Service Anywhere The multi-tenant SaaS Service Desk built on HP Haven Service Portfolio Management Service Catalog Employee self service Knowledge Management Request Management & Fulfillment Idea and Proposal Management Surveys SACM Software Asset Management Financial Management Stock Management Contract and Vendor Management Smart Phone Social Self-service Engaging Collaboration Continuous Delivery Actionable Analytics Embedded Big Data Integrations OOB Best Practices Codeless Configuration Tablet UCMDB Incident Management Problem Management Change Management Service Level Management Release Management Analytics Reporting

12. Big Data changing the way end-users and IT collaborate End Users • Help each other and themselves • Relevant and current knowledge • Increase self-sufficiency reducing tickets Agents/Operators • IT service desk staff for Incident, Problem, Change Management, … • Increase IT staff efficiency handling tickets • Become proactive Analysts & Process Managers • Improve Processes • Ensure Service Quality and customer satisfaction • Quickly & Easily

13. March 2015 Service Anywhere Release • SM Quick Wins • SM-IDOL integration; Turkish Increase IT Customer Satisfaction Understand your users better, empower them to be self-sufficient, resolve their requests faster, let employee propose ideas IT Process Scalability and Maturity Reduces change risk, increases IT scalability, promotes best practice standardization Optimized Control with Big Data Asset Management Understand service and asset allocations, cost, and use, ITAM assisted ITSM processes, …

14. Increase IT Customer Satisfaction • Self Service Portal • Beautiful new design –IT can shine in front of its customers • Anticipates user’s needs and guide them to solve issues – and reduce tickets • Live Support • Respond and resolve user issued even faster – maximize First Call Resolution • Connected Intelligence – past solutions, existing outages, diverse knowledge bases • Surveys • Take the pulse of the user community – with a design that makes it easy to repond! • Understand the trends and results clearly with Big Data analytics • Ideation and Proposal • End users can propose ideas and suggestions to improve services • IT can map align demand to business priorities and execution

15. IT Process Scalability and Maturity • Release Management • Manage large change deployments within the context of a well governed release • CI Detection • Easily associate devices with a Change with a simple copy and paste action • Great for creation of changes that affect dozens (or hundreds hundreds) of devices • Assignment Engine • Design your route automation definition(s) • Great for organizations with large ticket volumes and work groups • Service Level Management / General Focus on Scalability • SAW’s customer base has increasing and growing scale requirements • We have optimized important processes to handle the growing demand

16. Optimized Control with Big Data Asset Management • Asset Management • Manage CI life cycles, automate key processes (e.g. stock fulfillment, contract renewal, …) • Fully integrated with key ITSM use cases (e.g. Access contracts, fulfill break/fix/replace support processes, …) • Gain a financial picture of IT asset portfolio and investment • Import, Reconciliation, and Enrichment • Synchronize and enrich service and CI data with greater control • Reporting • Expanded Big Data reporting capabilities provide more visibility into operational performance, financial investment, and process improvement analytics

17. HP Service Anywhere is changing the game for ITSM By leveraging big data throughout the solution to improve staff efficiency, customer satisfaction and service quality By providing fast time to value through a continuous delivery process made possible by a modern architecture and codeless configuration By promoting self-sufficiency so users can help themselves and help each other to improve customer satisfaction and reduce tickets 3 2 1

18. Try it now! www.hp.com/go/serviceanywhere • For more information and the latest news • www.hp.com/go/itsmblog • www.twitter.com/HPITSM

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