1. 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: – Programs – Membership – Communications itSMF presenter on Configuration mgmt and Knowledge mgmt Equestrian Dressage Competitor

2. HP Confidential
18 September 2018

3. 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

4. HP Confidential
18 September 2018

5. 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

6. SM Director
HP Confidential
18 September 2018

7. 18 September 2018

8. % 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

9. 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

10. 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

11. 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

12. 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

13. 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

14. 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