Advanced MarketPlace CPS Energy – SM 9.30 Upgrade

Today’s Agenda Welcome to our Presentation! Introductions Overview of Customer Upgrade Approach Lessons Learned

Audra Kutz Introductions AMP Sales Manager AMP Sales Manager for the Midwest. ITSM industry experience since 1999 including: two years in the trenches (Microsoft) and the rest excelling in meeting customer’s sales needs (Peregrine/HP) with a focus on Service Manager. Co-Leader for the Minneapolis/St. Paul Vivit Service Manager Group Founded a Service Manager user group in Minneapolis St. Paul in 2009, still meeting quarterly today.

Mary Lynne Lawrence Introductions AMP VP of Services Mary Lynne’s team is responsible for the implementation of the Service Manager and Asset Manager suite of HP products. In her current position, she is responsible for all of the Services pre-sales and delivery activities for Advanced MarketPlace’s Professional Services team. Prior to coming to Advanced MarketPlace, Mary Lynne worked for HP and Peregrine Systems and the Manager of Professional Services Pre-Sales for the east coast. In this role, she provided pre-sales planning activities for key customers including the development of Statements of Work and implementation project plans. She also acted as the strategic liaison for large customers throughout the lifecycle of the project activities.

Doran Butler Introductions AMP Principal Consultant 30 years of experience in developing and delivering enterprise solutions. 1998 Doran joined Peregrine Systems (now HP) as a Principal Consultant and Sr. Support Consultant. Chief architect for the Peregrine/HP Upgrade Factory for ServiceCenter and taught the Upgrade Lab. Joined AMP in 2008. His depth of knowledge is unparalleled in the consulting ranks. He understands not only the application layer in depth, but is extremely knowledgeable about the RDBMS area, as well as the overall architecture and hardware environment.

AMP credentials Global Training partner for HP Service Manager, Asset Manager, UCMDB. AMP not only provides training for Service Manager, we were contracted by HP to author the curriculum for Service Manager 9.2 and 9.3. HP Early Adopter Program HP has handpicked AMP’s consulting division to implement brand new “out of the shoot” HP Service Manager versions. 1of 3 national ITSM Strategic Partners selected by HP Top Tier “Go to” services consulting based on depth of expertise and ability to lead complex Service Manager implementations. Legacy Peregrine Partner ServiceCenter expertise since version 1.4

SM 9.3 Early adopter Who is CPS Energy? Why Service Manager 9.3? CPS Energy in San Antonio, TX, is the largest municipally owned energy company in the nation, providing both gas and electricity. Because of their status as a community-owned, not-for-profit energy utility and their diversified mix of fuels, they are able to provide their customers with reliable and more affordable energy services than many companies.   Why Service Manager 9.3? Their recent upgrade to Service Manager 9.3 was put into motion to take advantage of the new mobile client functionality in 9.3. This was a key factor in their decision to become an HP Beta customer for this new version and has proven to be an incredibly valuable feature.

CPS HP Environment Service Manager Discovery & Mapping Interaction/Incident Knowledge Problem Change ESS Request Management Service Catalog Discovery & Mapping UCMDB DDMa DDMi Other HP Solutions Performance Manager Performance Insight Operations Manager Quality Center November 9, 2011

Upgrade Objectives: Time to Grow Up Prepare for use of visualization and calendar with UCMDB and RC integration Move to Oracle 11 Move into a 64 bit Windows 2008 Environment (2003 32 bit prior) Knowledge Management Search Engine Technology Mobile Functionality

Production: Shaking hands with success! Implemented an early and successful release of version 9.3 given the inherent complexity and unknown risks. Managed project scope, budget, schedule and risks exceeding standard project performance guidelines. Exceeded expectations for planning functional testing and actual execution of the testing. Executed cutover planning and execution exceptionally well: A significant improvement over previous HPSM upgrades.

Additional Successes Created excellent Job aids and CBTs to provide timely information to end-users allowing for a smooth transition from version 7.11 to 9.3. Transitioned the entire HPSM user community to a 100% web-based user interface. Implemented first ever Mobile Client and resolved the limitations of the previous mobile device capabilities. Request for Change (RFC) approvers now have the ability to approve RFCs using a mobile device. Created new Change Management Workflows to enhance the ability to manage the entire CAB process end-to-end. Formed a cohesive project team right from the start of the project enabling the team to work extremely well under adverse conditions. 11/14/2018

Upgrade Approach and Findings Pre-Upgrade Preparation Worked with HP to fine tune the HP Upgrade Utility. Scanned the system, cleaned up work tables with extra data, cleaned up the logs. During the Upgrade Conflict Resolution (No big surprises, many conflicted tied to the user modified environment.) New Form Strategy: Made modifications to match, removed more fields than we added. The XML merge utility was not available at that time, this was done manually. The current release includes that utility and things are running more smoothly for upgrades now. Minor Challenges Issues with some of the VM environments added a few weeks to the project but we were able to work around that.

Just the facts The Good The Bad The Ugly and The upgrade from SM7.11 to SM9.30 was very clean SSL/SSO – an issue and still not quite resolved – things changed in SM9.30 such that you always need to do SSL with SSO New Process Designer for KM is really cool – but because it is so new there isn’t a lot of experience with it either in the partner or the internal HP community so some stumbling around ‘exploring.’

Questions Welcome………… Thank you! Questions Welcome………… AMP Contact Information Audra Kutz akutz@advancedmarketplace.com 701-306-4249 www.advancedmarketplace.com