© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP: Optimizing Service Anywhere Simple, Scalable, Safe, SaaS ….. Sweet! Scott Knox Senior ITSM Product Manager March 2013

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 2 HP -- Optimizing Service Management 35 years before years before the mast BTW… who is Adrian Sutil and what do his tires have to do with anything?

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 3 HP -- Optimizing Service Management Who says there pressure in IT? External Pressure Dynamic services Complex processes Competing priorities Missing requirements Integrated solutions Service expectations Internal pressure Costs containment Compliance Industry shifts Political pressures Personnel factors Outsourcing needs ROI TCO BTW… who’s job is on the line again? IT

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 4 On-premise or as-a-Service, Improving your quality of service quickly and simply HP: complete IT Service Management solutions Service Portal Configuration Management System (CMS) Discovery Service Desk Incident Problem Knowledge SLAs Change Mgmt Planning Approvals Impact/risk Virtual CAB Request Catalog Self service Goods and Services Approvals Provisioning Asset Mgmt Software Licenses Contracts Governance Costs IT Performance Metrics

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 5 HP Service Anywhere Social IT Service Desk Codeless Configuration Automated Upgrades Integrated Professional Support World Class Services Simple and quick SaaS Service Desk solution

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. IT infrastructure and operations leaders should ask themselves: What ITSM processes do you need to be supported by a new ITSM tool, SaaS or otherwise? If it is just the core processes — such as incident, problem, and change management — then why limit your organization to just enterprise tools? Stephen Mann From Market Overview: SaaS IT Service Management Tools

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 7 ITSM as a Service Easy to evaluate Sandboxes, trials, POC Quick to deploy Establishing the production system Simple administration and configuration Ease to use & just works Allows users to do their jobs - the way they want to work Maintenance and Upgrades No Problem Automatic, included in service Easy to stay current Cost benefits Reduced CapEx, predictable OpEx Scalable Easily add seats as your business grows Secure and Disaster Proof Data separation HP staffed, redundant operations Total Solution Delivered Service Management Lifecycle solutions integrations Process consulting and industry best practices World-wide presence and delivery capabilities Focus on what you do best

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 8 HP Service Anywhere World Class Services Leverage HP wealth of ITSM & ITIL experience Fixed price, quick start Foundation service HP world-wide support Full set of service options and education Complemented by partner capabilities Social IT Service Desk Quicker responses with integrated collaboration Multiple actions, multiple conversations Interaction handling, incident, problem, change, and configuration management The HP advantage

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 9 Operator/Agent Incident interface with Collaboration Simple Web 2.0 User Interface

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 10 Codeless Configuration Simple graphical interface to modify process flows, schema, and forms No programming knowledge required Retains custom configurations for seamless upgrades

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 11 HP SaaS Security and Support Optimized to deliver safely and securely ExperiencedSecure Always there Reliable 12 YEARS of delivery 99.9% Uptime availability commitment ISO/IEC 27001:2005 Certified by KMPG on a yearly basis 24/7 SUPPORT Faster time to problem resolution COMPLIANT

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 12 Optimized to get you started quickly HP Service Anywhere Foundation Service Transition (optional) Post go live support Test & acceptance Functional testing Acceptance testing Go live support Build and configuration -remote option- Data import System configuration Configuration and tailoring of modules Outbound integration LDAP authentication Self-service configuration Kick off and Design Stakeholder session Guided design workshops Data export and mapping validation Customer preparation/ prerequisites End User ART training Configuration/Tailor ing/Admin training Data mapping and export 5d 15d 4d10d (elapsed) Project management (5d) End user training (*) (*) Can happen at any time as long as it is completed by go-live date

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 13 Connect- It Server Web Services App Server Database Server LDAP Server HP Service Anywhere Authentication (goes through Both firewalls) Web Services Integration Architecture

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 14 Packaging and pricing User licenses cover access to all modules Transition pricing available for migration customers Includes dev/test and product systems Additional environments available Reporting server available Production system within 24 hours Includes support and upgrades

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 15 Simplifying IT Service Management; Part of the complete HP ITSM Portfolio HP Service Anywhere Summary Quicker time to value A robust service desk with embedded good practices Implementation in weeks not months Industry leading availability and security Lower risk option for SaaS Built on robust HP technology HP has the services, software and the hardware Intuitive interface and processes Process users complete records faster Minimize total cost of operation Very low, no upgrades with minimal admin Reuse current investment (for current HP customers) The complete partner SaaS, implementation services, process consulting, education and certification Part of a Complete Portfolio

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 16 HP Service Anywhere – Take a Closer Look Register for a Free Trial See Incident Management in Action On the Demos & docs pageDemos & docs Learn More about HP Software as a Service (SaaS) Visit the HP Software official SaaS siteofficial SaaS site SaaS. Powerful. Scalable. Simple.

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Optional

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 18 HP -- Optimizing Service Management One size definitely does not fit all

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 19 Service Manager – Service Anywhere synergy HP Service Manager HP Service Anywhere Process Designer Content Chang e Help Desk Reques t Releas e Continuous transfer of technology Future V1 9.3X

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 20 Quantifiable ROI results from HP customers around the world HP -- Optimizing Service Management First call resolution rate improved by 300% - Vancouver Costal Health 20% reduction in cost per ticket – United Airlines Reduced the monthly emergency change rate by 50% - Kellogg’s 50% reduction in escalations – Exelon 66% reduction in helpdesk workforce, IT cost savings 10% - Austrian Airlines 50% of staff time freed up for higher-value-add activities – Qatar Telecom

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Thank you