HP Software Solutions Who are we 6 th

HP Software & Solutions Who are we? 6 th Largest enterprise software vendor in the world 1 st In IT management software across strategy, apps and ops 5 Bn $ in worldwide revenue in FY 2009 7. 5 Bn 13000+ $ of strategic investments in the last 3 years Dedicated employees serving in 170 countries Optimize the outcomes of your technology investments 1

HP Software & Solutions Our Solutions Portfolio IT Management software (BTO) Information Management software Business Intelligence solutions Communications and Media solutions Optimize business value of IT Optimize business information Optimize business performance Optimize customer experience Ensure every dollar invested in IT, every resource allocated, and every application or service in development or production helps to deliver business objectives Classify, preserve, discover, analyze, and recover information faster to proactively manage all business information across the enterprise and achieve legal and regulatory compliance Provide timely insight and actionable intelligence to improve business performance, maximize worker productivity and capitalize on customer relationships Deliver personalized, content -rich customer experiences over seamlessly managed networks to ensure loyalty, protect privacy, meet compliance mandates and drive new revenue Services (Consulting, Education, Saa. S and Support) Realize the value of HP software solutions more quickly, more fully, with less burden on your resources and more knowledge transfer to your staff 2

Business Service Management Drive better business outcomes form your IT HP Software and Solutions 3

IT Apps/Services are evolving Virtualization & Cloud is increasing complexity Hybrid/Cloud Service Custom Apps Virtualized IT Service IT & Business Value Custom Apps Cloud, Saa. S, Outsourced Physical IT Service Custom Apps 4 Virtual Complexity 2006 4 Virtual Complexity Change volume, velocity Managed but not owned 2010 2012 Time

Traditional IT operations not business aligned Infrastructure monitoring 99% server, network, web, storage availability ≠ IT Service performance mgmt ~ 82% IT service availability Large Healthcare Enterprise Customer: Flawless IT application/service performance LOB/App owner: Manage application performance to SLA’s 5 Operations: Prioritize and efficiently troubleshoot/fix issues

IT Service Operations Challenges Real World Impact $ Industrial manufacturer Financial service provider Health Insurance provider $80 labor cost per incident 50% virtualized, moving to private cloud 900 changes/month, 20 Ops personnel to troubleshoot incidents 8 hours to troubleshoot app Reactive - 74% of problems detected by end customers Virtualization & cloud increase operations challenges 6

Requirements for an IT Operations solution What is need to manage (dynamic) IT services effectively? Complete and up-to-date Service Model Current state of dynamic IT service Integrated Service Health management Infrastructure & Application performance management Business-aligned service mgmt Fully automated event management Right data, right team, right context 7 Extend current solutions & maximize existing investments

HP Business Services Management Next-gen IT operations to manage dynamic virtualized & cloud services Comprehensive IT service performance monitoring Infrastructure AND application, Consolidated operations, Business-SLA aligned Full support for virtualized/cloud infrastructure & services Fully automated event management Collaborative platform Industry leading solutions with over 40 k+ customers 8

Bottom-up Infrastructure Management Users Web Server App, SAP, Siebel Oracle, J 2 EE, . NET JMS, MQ CICS Middleware Mainframe 9 DB Server • • App, server, network, storage monitoring & management 100 s of out of the box infrastructure support Integrated Availability & performance mgmt Flexible Agent/agentless deployment Proven solution with thousands of customers

Top-Down App Performance Management • Proactive monitoring • • Business impact • driven Business impact operations driven operations • SLA mgmt Users Web Server App, SAP, Siebel Oracle, J 2 EE, . NET JMS, MQ CICS Middleware Mainframe DB Server • • Synthetic and Real-user monitoring SLA management Deep application diagnostics End to end Transaction mgmt Proven solution with thousands of customers 10

Business Impact BSM is About Connecting IT to Business 11 Business Services Applications Software Infrastructure ITIL v 3 Business Service Management is: An approach to the management of IT services that consider the business processes supported and the business value provided

Solution Workflow Service View Discovery & Dependency Mapping • Performs dynamic discovery • Populates the RTSM/CMS with CIs and Event & Perf Relationships Applications Hosts End User Experience SLM Service Dashboard Business Service Management RTSM Resources Model of the service based on CIs and relationships DDM Operations Manager Element Managers RTSM 12 Infrastructure

Solution Walkthrough Service View Events • Events are detected by Element Managers • Events are sent to BSM and update the RTSM Service Applications Hosts End User Experience SLM Dashboard Business Service Management RTSM Events Resources Model of the service based on CIs and relationships DDM Operations Manager Element Managers Infrastructure 13 RTSM

Solution Walkthrough Service View End User Experience • Passive and active monitoring of user experience KPIs • KPIs update the status in the RTSM and service view Applications Hosts End User Experience SLM Service Dashboard Business Service Management RTSM Events User Experience KPIs Resources Model of the service based on CIs and relationships DDM Operations Manager Element Managers Infrastructure 14 u. CMDB

Solution Walkthrough Service View Service Impact • The service model is dynamically updated • New infrastructure automatically added to view by DDM Service Applications Hosts User Experience KPIs End User Experience SLM Dashboard Business Service Management RTSM Events Resources Model of the service based on CIs and relationships DDM Operations Manager Element Managers RTSM 15 Infrastructure

HP Business Service Management Integrated top-down and bottom-up solution Application Performance Management Converged Operations Bridge 16

HP Business Services Management Architecture BTO Operations Bridge Event Consolidation | SLM | Service Health | Advanced Analytics | Reporting | Dashboards Application Performance Management System Management Storage Management Network Management BSM Foundation Run-Time Service Model | 3 rd Party Adapters | Shared Services Applications 17 Server Storage Network Cloud

Customer success Cumulative benefits*: • $1. 4 M savings over 3 years • ROI of 265% • Payback in 5. 8 months Annual benefits: (Beta for BSM 9. 0) $879 K/yr Reduced IT Operations costs • 60% reduction in hardware/software costs • 36% reduction in vendor support calls • Reduction of escalated incidents (from Level 1 to Level 2) from 75% to 1% Global MNC Consumer Products 18 Low 99. 8% (SLA) Increased availability MTTR 10 hr 1 hr Detect time 1 hr 10 mins Proactive performance management

BSM: Winning solutions 25 K+ customers, market leading solutions Event Correlation & Analysis Gartner MQ 2009 Application Performance Mgmt Gartner MQ 2010 #1 19 NMC : 10 K+ customers; NA Gartner Marketscope Leader winner 2010 #1

Outcomes that matter. 20