Table of Contents
Bringing IT Service Management Down to Earth
Agenda
The Business’ View of Information Technology
The New Paradigm
An entirely new perspective on IT
Provider of Services Business Model
IT Service Management Defined
The HP OpenView Approach to IT Service Management
The Complete Solution
The Complete Solution: People
The Complete Solution: Process
The Complete Solution: Technology
Technology Strategy
Revolutionary Value via Evolutionary Implementation
IT Service Management Illuminated
Bill’s Commitment to Frank
Mapping Paper SLAs to Technology
What Can You Commit to?
Deployment Through the Enterprise to the Desktop
Deploy Smart Robots for Tracking Actual Service -Level Objectives
IT Manager Overview
Open service calls helpdesk
Localize and Correct Technology Incidents
Perfview Graph
ManageX Performance Monitor
Raise Visibility to Service-Level Objectives
Reports
Graphs
Success Factors
Flexible Implementation
In Summary
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