Carol Hibbard Pre-Sales Solution Architect ITSM Software Solutions Hewlett-Packard Cincinnati, OH 30 yrs with HP, last 11 yrs focused on ITSM solutions itSMF Ohio Valley LIG board: 2012 – 2014 Programs 2009 – 2011 Membership 2006 – 2008 Communications itSMF presenter on Configuration mgmt and Knowledge mgmt Equestrian Dressage Competitor

HP Confidential 18 September 2018

HP IT Executive Scorecard Lead a Performance Driven Culture Single Pane of Glass | Cross IT Value Chain Accountability | Management By Exception | Actionable Best Practice KPIs and Metrics | The IT Executive Scorecard enables a persona-based cascading performance system for the IT leadership team, so the key performance indicators (KPIs) in a CIO’s scorecard can cascade down into meaningful KPIs their PMO/Finance head, VP of Ops, VP of Apps, CISO and VP of Information Management might then use to optimize performance at their levels. The IT Executive Scorecard is built on HP’s open IT Data Model which contains the data model for the KPIs. Also the Scorecard includes a tool for managing data integration for HP or 3rd party products not already pre-integrated, using standard extraction, transformation and load (ETL) capabilities. More info is available in our IT Executive Scorecard presentation, data sheet and training materials. Original Slide Text: Single pane of glass | Persona-based scorecard of IT performance across entire IT value chain | 50+ Key Performance Indicators and metrics out-of-the-box | Leverages open IT data model

HP Confidential 18 September 2018

Dir of Information Mgmt Scorecards by Persona CIO PMO Project Mgr CISO VP of Apps Developer Tester Application Support VP of Ops Dir of Data Center Dir of Network Ops Dir of Cloud Delivery Dir of Service Mgmt Dir of Information Mgmt HP Confidential 18 September 2018

SM Director HP Confidential 18 September 2018

18 September 2018

% of reopened defects % of successful test runs % software licenses in use % of unplanned changes Incident resolution time % SLA expirations % of actual vs. planned projects cost % of projects on time Proposals backlog % of failed tests % of authorized tests Average age of hardware assets Change backlog size % of first call resolution Downtime % of SLAs Number of opened risks Deviation of planned work hours Project scope changes backlog % of tested requirements % of documented requirements Average time to procure hardware Number of completed changes % of interactions in backlog % of met SLAs Number of identified issues % of project effort done by external res. % of approved project scope changes % of critical defects Average cycle duration % assets in maintenance % of reopened incidents Average Interaction Closure Duration % of CAPEX vs. OPEX spending  Innovation delivery Avg. delivery time of new Products % of tests resulting in defects % of reviewed requirements % of assets returned to supplier Incident aging % of satisfied customers % variance of actual versus planned costs % projects with unresolved urgent issues Demands backlog Average time to evaluate proposal % of requirements traced to tests Average time to review requirement % change in assets cost % escalated incidents % of available services Average cost of IT delivery per customer % projects associated with busi. objectives Average age of active demands Average time to evaluate scope change Defect resolution time Detected versus closed defects ratio % of emergency changes Average outage duration % of met service performance % of change in business service cost Average project initiation time Average age of active proposals Time to resolve project scope change Number of escaped defects % of rejected defects Change success rate Number of opened Incidents MTBF of services % of IT plan of record versus Total Revenue % of healthy projects % of automated tests % of actual versus planned tests executed % of unauth. implemented changes Incidents backlog size Mean time to repair a service % of projects budget at risk % of time invested on strat. projects % of satisfied customers is an externally sourced KPI All 83 KPIs Spread sheet Average time to resolve prdctn defect % of completed tests % changes resulting in outage Number of closed incidents % of SLO for met IT process activities % of change in project cost % of project tasks on time v9.02 HP Confidential 18 September 2018

Financial Planning & Analysis Executive Scorecard Financial Planning & Analysis KPI Explorer and analytical processing Dashboards, Scorecards, KPIs\Metrics, UI Mashup Financial Dashboards Cost Explorer KPI Library KPI Engine Collaboration Allocation Budgeting Data Model Management Configuration Reports: Web Intelligence & Xcelsius Security Change Supplier Incident Defect Cost Service Project Asset SLM Vendor License Contract Data integration consolidation, audit & stewardship SAP BO Data Services Metadata Studio/ETL Data Warehouse Data Sources Qualitative Sources (HP Products out of the box, others with partner/professional services assistance): ALM: Application Lifecycle Management CMS: Configuration Management System (UCMDB) BSM: Business Service Management Asset: Asset Manager PPM: Project and Portfolio Management ITSM: IT Service Management (Service Manager) ALM CMS BSM Asset PPM ITSM Spreadsheet

HP Anywhere in Action Executive BSM Application PPM ALM Scorecard Service Health Performance Requests Defects HP Anywhere has three key components—the HP Anywhere server that provides the platform for connecting into your IT Management systems, the HP Anywhere Client that forms the basic client application on your mobile device, and Mini-Apps that are downloadable to provide the access and interface to specific IT Management tasks or modules. You can get the HP Anywhere Client from an internal resource within your organization or your device’s app store. Once the client is downloaded, the content is delivered through a series of different Mini Apps—examples include PPM Request Management, QC Tests and Defects, BSM Service Health and End User Monitoring, and Executive Scorecard; filtered according to the job role selected. It is supported by the HP Anywhere Server setup, which will utilize a user and credential management solution in order to grant appropriate access. HP Confidential 18 September 2018

2 1 Mobile Device App Store HP Anywhere Server HP Directory Administrator Content packs (Mini-Apps) End User Mobile app (client) App Store Mobile Device HP Anywhere Server HP Directory 2 1 HP Confidential 18 September 2018

HP Executive Scorecard Your window on IT performance Cascading Scorecards Amalgamated Performance data Easy to read KPIs Best practice presets included Automatically populate the data with out-of-the-box integrations ITSM includes SMC and AM

HP Anywhere A single, holistic solution for Mobile IT A secured solution Central administration Multi-platform support Continuous content delivery HP Confidential 18 September 2018

United Airlines Merger Integration Program Management Massive merger for IT PPM Integration Program Management Integration performance tracking Align with corporate ‘go forward plan’ Initial KPIs Cost – Financial analytics plus project/program health Schedule (Phase) Quality (Health indicators) Scope (Scope Change) Silvia Prickel of United Airlines on YouTube 18 September 2018