HP OpenView Service Desk 4.0 Features under discussion Please read speaker notes

General functionality Planned (must have):  Migration from ITSM 5.7 / SD 3.0 to Service Desk 4.0  Time zones: Support multiple support centers in different time zones  Add customized calculated fields  Scheduler (reporting, archiving, rule manager, data exchange) Planned (nice to have):  Archiving  Time zones: Daylight saving time support

Change Management Planned (must have):  Add a "Change requestor" (person and/or organization)  Outage planning  Window of opportunity  Risk & Impact  Update CMDB automatically according to work orders Planned (nice to have):  Logging unauthorized changes

Workflow Management Approved:  Approval mechanism Planned (nice to have):  Recommend assignment (based on workload, absence, preferred specialist)  Relate calendar functionality to human resources to indicate availability of support

Service Level Management Planned (must have):  Service Hierarchy  Delivery hours for services  Multiple SLAs on one incident  Service usage constraints (number of calls, users, MB’s, workstations)  Overview of impacted services and customers by outage  SLA reports (see also reports) Planned (nice to have):  Service Catalogue  Maintenance agreements  Support Monitor  Service level agreement adjustments

Extended reporting functionality Planned (must have):  Extensive detail reports on Explorer Views  Statistical reports (Calculated statistics in views)  Open support (XML) for flexible reporting including statistics  SLA reports: Availability, Reaction Times per SLA etc.  Report scheduling Planned (nice to have):  Proof of Concept XML reporting  Integration with VP Service Reporter

Entitlement Planned (must have):  Pool security  Status Authorization  Authorization on CI’s  Extended access and default settings for SSP per role  Define menu and toolbar configuration per role

Rule Manager Planned (must have): Automatic print action Structure business rules

Self Service Pages Planned (must have):  Specialist features  Service today functionality  Extend call details (impact etc.)  Approval Planned (nice to have):  Personalized reporting (personal/dept)  Customer satisfaction survey  Planned outage  Security over the firewall

VantagePoint Operation integration Planned (must have):  Relation between Service Levels and infra structure SLO’s

Data exchange Planned (must have):  Add UI wizard for configuring ini-files  Progress during exchanging data (like 85%[][][][][][])  Reconciliation functionality (add delta processing for filtering 90 % of the data)  Insert parameters from WEB application into SD (button)  Scheduling data loading

Integrations Planned (must have):  VP Service Navigator integration  Active directory integration out of the box  SD admin data exchange out of the box (rules, forms etc.) Planned (nice to have):  SAP integration  address book integration

Usability improvements Planned (nice to have):  Link multiple relations in one action on Service call, Problem, Change and Incidents  Copy fields values from existing item into currently opened item  IDs for CIs  Unique search codes for CIs + pre-formatted search codes

Release schedule Planned: Beta release: Jan/Feb 2001 Final release: Spring 2001 Language support: 2 months after MR Unix application server: 2 months after MR Wanted: ASP support summer 2001

VantagePoint ServiceDesk Roadmap Service Desk 3.0 Business-driven Intelligence Service-Level Management Significantly enhanced Change Management Instant Intelligence Out-of-the box best practices Out-of the box reporting End-user self-service pages Office2000 ready Quick Answer capability Enterprise Scalability through Internet-Based Architecture ServiceDesk 3.0+ VantagePoint Operations bi-directional event/incident Integration Service-Level Management includes calculated service state View IT infrastructure root cause in context of a service call View impacted IT services from incident ServiceDesk 5.0 * CRM Linkages Mobile Support ( WAP, Palm integrations, …) Predictive Service Management ServiceDesk 4.0 * Closed-loop Service Level Management * ERP Linkages (closed loop order process, costing) * Self-service desk through integration of knowledge management Service Portal integration Consolidated VantagePoint reporting Unix Application Server Change Approval management