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© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP Software roadmap for
HP Service Manager
Published: April 2013

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.2
HP Performance Suites
Optimize
• Service & Portfolio
Management
• Application
Lifecycle
Management
• Cloud Automation
• Business Service
Management
IT
Govern
• Archiving &
Compliance
• eDiscovery
• Enterprise
Content
Management
• Data Protection
Legal &
Compliance
Secure
• Application Security
• Security Intelligence
• Network Security
Security
Monetize
• Web Content
Management &
Optimization
• Intelligent Contact
Center
• Customer
Interaction Analytics
Marketing
Professional services, support, education, and global partners
Technology engines: IDOL, Vertica, Logger, Executive Scorecard, TruClient, Run-time Service
Model

IT Management vision
Simplify the management of IT services
Strategy
to
Portfolio
Requiremen
t to Deploy
Request
to Fulfill
Detect to
Correct
Strategy, Planning & Governance
Application Lifecycle Managemen
IT Service Management
Operations Management

DevOps and social IT
People and process transformations
Consumerization
Simplification
IT transformation &
shift to LoB
Accelerated
Application Delivery
Insight with more
data & fewer staff
Business is adopting cloud 2.5x
faster than IT
WHY: speed, flexibility,
economics
Operations
DevOps
Insight

IT Service Management is changing
Trends
• Cloud and virtualization
• Multi-supplier management
• Self-service
• Mobility
• Compliance and security
• Social media
Challenge
How can you cost effectively improve
IT service quality - meeting business
and customer expectations?
Challenging budgets, complex technology , faster service rollout

IT challenges
• Increasing cost of service desk
support
• Slow time to resolution
• Inability to track total costs of IT
services
• Slow response to internal or
external audits
• Unable to reduce impact of
outages
• Increase in fines due to lack of
standards and compliance tracking
• Poor quality of service
• Consolidating multiple service
desks
• Inability to reduce self inflicted
outages
• Poor KPI capture and tracking
• Lack of automated remediation
for known or common incidents
• Lack of visibility and control over
asset ownership and location
Complexity, cost, risk are everywhere

HP IT Service Management benefits
Maximize IT’s value to the business
Improve quality of IT services with integrated service
lifecycle management
Handle requests, incidents, and changes more efficiently
and quickly with automation
Demonstrate value via KPIs and easy to implement
dashboards
Manage business unit specific help desks
Simplify
Implement, maintain, and upgrade easily with graphical
codeless configuration
Achieve flexibility with deploying on-premise or access via
SaaS
Improve productivity and drive consistent IT processes with
best practices and collaboration
Mitigate risk
Enable regulatory compliance and improved audit
posture
Preempt and avoid change collisions minimizing service
disruptions
Automate standard tasks minimizing potential for self-
induced problems
Simple, quick, yet integrated service lifecycle management

Turning ideas into
outcomes with HP
Software
Powered by the HP IT Performance Suite
• HP Service & Portfolio Management
IT performance
• Availability of IT infrastructure on a permanent basis
• 90% of all incidents resolved by first-level support
• Reduction in production incidents and “IT as a
factory”
Production running 24x7 guaranteed

Turning ideas into
outcomes with HP
Software
Efficient self-service operations
Powered by the HP IT Performance
Suite
• HP Service & Portfolio Management
IT performance
• Decrease in IT complexity
• Massive efficiencies with 11,000 IT engineers
and 250,000 users of the self-service portal
• Service-centric culture aligned with the
business

Managing the entire service lifecycle from strategic demand to operational
support
Service & Portfolio Management
Service and Portfolio Management
Signatures for
compliance
Codeless
configuration
Context-based
collaboration
Market-leading
discovery
Strong project
workflow engine
Asset Management
Automate discovery and dependency mapping of hardware, software, services
Universal CMDB and Universal Discovery
IT Service Management
Integrate and automate service management and optimize the quality of IT services
Service Manager Service Anywhere
Project &
Portfolio
Management
Strategy, Planning, and Governance IT Executive
Scorecard
Application
Portfolio
Management
Real-time control of investments, portfolios, and resources

This is a rolling (up to three year) Roadmap and is subject to change without notice.
Technology synergy
Service Manager – Service Anywhere synergy
HP Service Manager
HP Service Anywhere
ProcessDesigner
Content
Chang
e
Help
Desk
Reques
t
Releas
e
Continuous transfer
of technology
V1
9.30

Optimising a multi-supplier eco-system
The challenge of managing multiple suppliers
By 2015, 40% of the most successful CIOs will use cloud sourcing to cut
costs and generate new revenue in order to out perform competitors
(Gartner)
Business
Inhouse IT
Business
Demand & Supply
Chain
Single
External
Supplier
Business
Demand & Supply Chain
External
Supplier
External
Supplier
Internal
Delivery
Service Orchestration
InternalDelivery
Flexibility

AGENDA
What’s new in HP Service Manager
Coming Next
HP’s Plan for Future Releases

Enhanced end-user self-service
HP Service Manager 9.31 highlights
Self-service Portal
Enhanced Self-service support
Enhanced Customization capabilities
SM Collaboration
In-context conversations for incidents and
change
Integration with MS Lync
SM integration with UCMDB and BSM
Enhanced SM-UCMDB integration
Integrated UCMDB browser
Downtime management in Event-to-Fix

AGENDA
What’s new in HP Service Manager
Coming Next
HP’s Plan for Future Releases

All product views are illustrations and might not represent actual product screens.
HP Service Manager - next
Process Designer Help Desk
Interaction
Incident
Problem
SM Mobility
Technology refactor
Custom fields support
Service Request Catalog
SRC tablet support
Dynamic field & value support
OOB fields/sections in SRC checkout panel
configuration
Federal Mandates
IPv6 level B
CAC support
FIPS 140-2 level 1

HP ITSM directions
IT processes
• Codeless process handling across SM
• Integrated automation
User experience
• Multiple form factors
• Consumer-grade experience
TCO
• Platform evolution
• Integrated CMS and discovery
Multi-supplier management
• Leveraging SIAM services framework
• APIs for Case Exchange
• Supplier management and governance

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