11 ©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice What’s new in HP Service Manager 9.30 Kate Seamans ITSM Solution Architect

Key trends affecting IT services

HP Service Manager 9.30 Benefits Productivity – Mobile extensions complement today’s active work styles – MySM can be tailored to include additional SM or external data – Enhanced Knowledge Management yields fast, effective searches – Graphical Process Designer simplifies workflow and rules changes – New reporting solution (Westbury) takes complexity out of reporting – Streamlined data entry forms for three additional SM process areas Ease of use – Assessment tool for better HP ServiceCenter migration planning – Streamlined, utility-driven upgrade process minimizes error Easier updates Optimize service lifecycle delivery and cost End-user satisfaction Integrated, automated & cloud-enabled ITSM for the Instant-on Enterprise – Access support self-services with service catalog portal extensions – Service catalog portal provides an interface into cloud environments – New survey instrument (MarketTools) captures end-user feedback

SM 9.30 Highlights Mobile clientNew end-user self-serviceEnhanced Knowledge ManagementNew Process DesignerImproved upgrade utilitiesWeb UI enhancementsPartner solution extensions

 Benefit: shorten closure or approval time for key SM users Field support engineers (incident analyst) −View and update an incident ticket (resolution status, descriptions, etc) in real time −Re-assign the ticket to proper assignment group in real time. −View newly assigned high priority tickets Change approvers −Approve changes in timely manner outside working hours −Approve or update change requests without opening up PC –Wide range of Smartphones iPhone, Android, Palm, Blackberry Mobile client

–Support Self-Service Browse and search for support items Submit support requests to IT for catalog or non-catalog items View and edit details and status of all requests –Service Catalog enhancements Tailoring Approval s and Delegation Single Sign-On Service Catalog

–Enhanced search engine Market leading search engine (Apache SOLR) Wide range of file types for indexing Improved scalability and performance Improved Asian languages support Simplified thesaurus maintenance through text based editing –New search forms Aligned with popular search engines  increased user productivity –New KM workflows Based on new SM Process Designer Knowledge Management

–Process user editing and configuring of workflow, conditions and rules –Graphical workflow designer Build states and transitions within the SM Client Allows the process user to manage the types and number of workflows –Graphical rule editor Graphically create and edit business rules Associate rules with workflow states and transitions simplifying management Process Designer

Improved Upgrade Tools Assessment phase Upgrade Steps and Upgrade Utility Conflict Resolution and Validation Source installatio n Upgraded installatio n SC 6.2 SM 7.x SM 9.2x SM 9.3 Assessment tool Automation of upgrade steps Automated merge Immediate assessment going from days/weeks to a maximum of 2 hours Up to 20-40% time saved by automatically merging non-conflicting changes Up to 54% reduction in manual steps 25% savings in time Dramatic improvement in quality and overall timesaving

–Forms simplification Reduce complexity and increase efficiency Completion of remaining main forms: −Request Management −Configuration Management −Knowledge Management –MySM enhancements Improved MySM performance Create and share custom MySM components User Interface Enhancements

–Operational Reporting Partner with Westbury to provide SM reporting solution; SMI offering dedicated to SM operational reports Nicely complements strategic analytics and KPIs delivered by HP Executive Scorecard –Surveys Partnering with leading SaaS survey solution provider MarketTools to provide SM survey solution Special starter-kit price and integration available for SM customers Partner Solutions

–HP Live Network (HPLN) HTML s Operational Reports Process Designer for Change Mgmt NEW! Enterprise Collaboration (Release date TBD) –Practitioners Forum Passport Site ITSM, ITAM, OO, etc Additional Information 12HP Confidential

Perform Better. HP IT Performance Suite Extensibility, Orchestration, and Analytics STRATEGY, PLANNING, AND GOVERNANCE Executive Scorecard IT Financial Management Project and Portfolio Management Application Portfolio Management Workforce and Vendor Management SERVICES AND SUPPORT Assessment Services Managed Services SupportConsultingEducation Configuration Management System Network Management System Management Development Management Information Archiving Enterprise Records Management APPLICATION LIFECYCLE MANAGEMENT OPERATIONS MANAGEMENT INFORMATION MANAGEMENT Application Quality Management Requirements Management Client Automation Data Center Automation Asset Management IT Service Management Application Security Validation Application Governance Performance Validation Application Availability and Performance Data Protection Software Security Assurance (SSA) Security Information and Event Management Network Security SECURITY INTELLIGENCE AND RISK MANAGEMENT

©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice 14 Thank You

©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice 15 Standard, Normal & Emergency Changes Improved Forms Fully implemented on Process Designer (no use of Format Control) New ITIL v3 aligned process flows Changes and Tasks enabled on Process Designer Upgrade for existing Change workflows into Process Designer Ability to start and stop a clock Ability to validate a field against a range of numbers and strings Ability to validate a date against a date range Ability to run a Service Manager Macro Ability to send an HTML Additional Process Designer Rule Types Process Designer Content Pack Main Features (1/2)

©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice 16 Process Designer Content Pack Main Features (2/2) New concept to support better change planning capabilities Allows you to apply starting information for a change using templates and pre-defined tasks. Change Model Graphically define task dependencies within or across phases Task Dependencies Option to show rule validation messages in a status message or pop-up General Usability Improvements

©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice 17 Standard Change Workflow 17 A Standard Change is a preapproved Change that is of low risk and relatively common and follows a procedure or work instruction; for example, a password reset or the provision of standard equipment to a new employee.

©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice 18 Normal Change Workflow 18 The Govern Normal Change activities describe the steps necessary to process a Normal Change by coordinating work effort.

©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice 19 Emergency Change Workflow 19 The Emergency Change workflow provides an expedited CHM process, which implements Changes to the production environment when an emergency caused by a service outage occurs. This process proactively prevents a serious service outage.