INTEGRATING HP SERVICE MANAGER AND HP PPM CENTER

Agenda Outline

» Introductions

» About Network Services Company

» About Acquity Group

» Business Challenge

» Project Overview

» Approach

» Functional

» Technical

» Results

» Benefits

» Challenges

» Lessons Learned

» Next Steps

» Questions

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Introductions

» Leo Radovsky

Manager of Information Technology

• Application Development

• Systems Integration

• E-Commerce Development

» Ben Goldberg

• Acquity Group, Associate Business and Technology Enablement (BTE)

• Over 3 years of with HP PPMC and Service Manager experience. Led several large and complex implementations with clients across the U.S.

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About Network Services Company

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Network Services is a member-owned organization of more than 75 best-in-

class member-distributors with combined annual revenue over $15 billion.

Our goals are to utilize national account solutions that:

• Reduce the total supply chain costs of our multi-site customers• Network of distributors throughout the United States.• Improve the service levels that these national customers provide to

their customers

Facts:

• More than 400 distribution points across North America serving

750,000 customer locations• 1,750 local sales specialists • 8,200 support team members• More than 2,000 trucks

About Acquity Group

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The Facts

» Providing comprehensive solutions for our customers since 2001.

» End-to-end provider of strategy, technology and design solutions

» Headquartered in Chicago with regional offices in Irvine, Boise, Scottsdale, Overland Park, Dallas, and Los Angeles

» Seasoned professionals with an average 10 years of experience

» More than 400 customers

» Gold level partner of HP

» Winner of HP Universe - PPMC Strategic Implementation of the Year in 2007 and 2008

Business Challenges

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Problem Statement

» Eliminate redundancy and inefficiency of existing project tracking processes and help desk tools

» Enhance Project Management Office (PMO) framework that would allow for increased visibility into projects and have the capabilities to track work coming out of the PMO and IT department.

» Gain visibility into IT demands and enhance our infrastructure tracking both internally and for our member distributors

» Centralize project and operational IT requests

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Consolidating Demand

» Network Services Company maintained many systems making it very difficult to obtain a consolidated view of demand

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Project Overview

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Project Goals

1. HP PPMC Implementationa. Eliminate Project Tracking System

b. Provide a centralized location for Project Plans

c. Time Tracking and Resource Planning

2. HP Service Manager Implementationa. Replace current help desk ticketing system

b. Ability to track operational demand on the IT organization

3. PPM/SM Integrationa. Utilize out-of-the-box integration to reflect operation support tasks from PPMC in Service Manager as Requests For

Change

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Guiding Principle

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• Focus on the maturation process• Keep it Simple• Avoid Over-Architecting

Timeline

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Implementation Goals

1. Eliminate Project Tracking System

2. Provide a centralized location for Project Plans

3. Time Tracking and Resource Planning

» The user base for PPM will be limited to the IT Group

Implementation Goals

1. Replace current help desk ticketing system

2. Ability to track operational demand on the IT organization

Implementation Goal

1. Utilize out-of-the-box integration to reflect operation support tasks from PPMC in Service Manager as Requests For Change

Implementation Platforms

» HP PPMC 7.5 SaaS

» Modules:» Demand Management» Project & Portfolio Management» Time Management» Resource Management

» HP Service Manager 7.11

» Incident Management

» Change Management

» Problem Management

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Key Lifecycle Improvement

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NSC Proposal Process

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NSC Proposal Process (continued)

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PPMC Dashboards

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Service Manager Process

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NSC utilizes a 3 tiered approach to Service Management

All Interactions are started with Level 1 support and escalated as necessary

Service Manager & PPMC Integration

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High-Level Functional Approach

» A task from a PPMC work plan is designated as an operational change

» The IT Operations group does not use PPM

» Work queues are managed in Service Manager

» PPMC creates a Request For Change in Service Manager from the task

» The Request For Change shows up in the IT Operations group’s work queue

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Integration Flows

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PPMC Work Plan Task

PPMC Work Plan Task

Request For Change

Request For Change

SM ChangeSM Change

SM ChangeSM ChangeRequest For

Change

Request For Change

PPM RFCPPM RFC

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Results

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Benefits

» The IT Operations Group will manage everything from their queues in Service Manager

» Project Manager’s and other Application Development team members can monitor progress of operational tasks from PPMC

» Able to measure the full work load on the IT Operations group from both

1. Service Manager: operational & help desk support

2. PPMC: strategic & project related work

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Results

» HP PPM/SM solution enabled NSC to successfully implement SAP ERP

» Drastically limited number of legacy processes and tools

» Provided visibility into PMO to internal and external stakeholders

» Streamlined Help Desk processes

» Provided visibility into resource allocation

» Eliminated need for additional support staff

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Challenges

» Physical connection from PPMC SaaS solution to NSC’s Service Manager

» Organization Change Management for all process changes

» “Best practices” approach required changes to accommodate company’s unique business processes

» Solution requires in-house expertise

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Lessons Learned

» Establishing connection from SaaS to On-sight

» Troubleshooting made difficult by needing SaaS resources to be available

» Business process design needs to be scalable to accommodate different types of projects

» Approval workflows need to be well thought out to eliminate bottlenecks

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Next Steps

» Training and Education

» uCMDB Integration

» Metrics

» Reporting

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Q & A

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THANK YOU