Comprehensive approach to address all aspects of customer
needsHP Services experienced professionals offer a comprehensive
set of solutions and capabilities to assist customers in designing,
building, integrating, managing, and evolving a lean,
service-centric IT organization that delivers maximum business
value.
When you choose HP, you are working with one of the most trusted
names in ITHP offers more than 40 years of experience delivering
infrastructure support, a staff of 69,000 service professionals
worldwide (including 5,000 trained high availability experts), and
a network of 70,000 channel partners. With a global reach that
covers more than 170 countries and a proven track record, HP
Services can respond to your business needs wherever and whenever
you need assistance. As you expand the boundaries of your business,
you can count on HP for local language support throughout the
world.
Find out more For more information about HP Services for
Operational ITSM, please visit: www.hp.com/services/itsm
2006 Hewlett-Packard Development Company, L.P. The information
contained herein is subject to change without notice. The only
warranties for HP products and services are set forth in the
express warranty statements accompanying such products and
services. Nothing herein should be construed as constituting an
additional warranty. HP shall not be liable for technical or
editorial errors or omissions contained herein.
Microsoft is a U.S. registered trademark of Microsoft
Corporation.
4AA0-9689ENW, December 2006
Executive summaryStrategic challenge: How can you continually
improve the quality of your IT service?Creating an IT organization
that easily adapts to new challengesMaintaining alignment with the
business and adapting to changeConsistently delivering high-quality
servicesReducing IT and business riskReducing costs of IT
operationsEliminating distractions
ISO/IEC 20000: an international quality standard for
ITSMImproving day-to-day service activities with ITSMRelying on
operational ITSMAchieving consistent, high-quality service is not
easy
How can HP help?Transformational and operational ITSMDeveloping
the service improvement planEstablishing metrics for
successImplementing the service improvement planRe-evaluating to
accommodate continual business change
HP Operational ITSM Services at a glanceITSM Assessment
ServicesEducation servicesMission Critical Partnership (MCP)
ServiceITSM Improvement Services
The HP differenceFind out more
Operational IT service management (ITSM)
2Executive summary
2Strategic challenge: How can you continually improve the
quality of your IT service?
3Creating an IT organization that easily adapts to new
challenges
3Maintaining alignment with the business and adapting to
change
3Consistently delivering high-quality services
3Reducing IT and business risk
3Reducing costs of IT operations
3Eliminating distractions
4ISO/IEC 20000: an international quality standard for ITSM
4Improving day-to-day service activities with ITSM
5Relying on operational ITSM
6Achieving consistent, high-quality service is not easy
7How can HP help?
7Transformational and operational ITSM
7Developing the service improvement plan
7Establishing metrics for success
7Implementing the service improvement plan
7Re-evaluating to accommodate continual business change
8HP Operational ITSM Services at a glance
8ITSM Assessment Services
9Education services
9Mission Critical Partnership (MCP) Service
10ITSM Improvement Services
10The HP difference
12Find out more
Executive summary
Over the years, information technology (IT) has become so
essential to the business world that it would be impossible for
most companies to function, let alone succeed, without it. Demands
that business-critical systems run at peak performance, enable
strategic changes, and drive revenue growth are escalating. At the
same time, CEOs are looking for reductions in IT expenditure. The
result is an increasing gap between business demands and ITs
ability to keep up. IT organizations are faced with the challenge
of controlling costs while increasing ITs value to the business.
They need to do more with less and to shift their value from that
of a technology provider to that of a strategic partner providing
business value.
To meet this need, IT organizations must evolve into trusted
service providers that adapt quickly and offer the cost-effective,
reliable, flexible IT services so critical to todays business
initiatives. This evolution is not easy. It requires that the IT
organization adopt an IT service management (ITSM) framework,
invest in the right types of technology, develop and implement the
correct IT processes, and train people to apply these technologies
and processes properly.
Depending on the unique and specific needs of a business,
management may choose to implement one of the following two
approaches to ITSM:
Transformational ITSM is designed to help the organization
implement major changes (transformational changes) to their service
management practices.
Operational ITSM is designed to help IT incrementally and
continually improve their service management practices on an
ongoing basis.
HPs approach to significant and lasting improvements in service
management outcomes is not just to focus on discrete improvement
projectsbut also to provide IT organizations with help in
establishing and running formal continual improvement programs as
well as in executing everyday operational ITSM tasks.
This focus on operational ITSM also provides an evolutionary
approach for companies that may not have the resources to finance
and staff a large ITSM implementation project, including people,
processes, and technologies. HP ITSM Services can help IT
organizations through this process and facilitate the successful
realization of their service management and business goals.
Strategic challenge: How can you continually improve the quality
of your IT service?
More than likely, when you discuss improving the quality of IT
services, you and your IT team are facing these key questions:
How effective is our IT service now? How well prepared are we to
deliver the right level of service?
What risks could impact our ability to deliver high availability
and meet service-level commitments?
How can we make incremental improvements and remove some of
these risks?
Can we implement new technology without introducing new
risks?
How do we improve productivity to reduce costs and still
continue to meet service levels?
How can we address these issues without a major investment?
What are the relevant skills needed for IT staff to be more
productive, effective, and service-focused?
Creating an IT organization that easily adapts to new
challenges
To be competitive today, companies must innovate quickly in
response to new challenges and opportunities. Businesses across all
industriesfrom banks and network service providers to manufacturing
companiesare continually innovating, bringing new customer services
to market, and acquiring new businesses in the quest for
competitive advantage.
IT organizations play a vital role in enabling business
processes and change, and this dynamic environment creates
multiple, simultaneous challenges. For example, management is
typically faced with the challenge of enabling business growth
through IT, while aligning business and IT strategies. At the same
time, there is mounting pressure to show the business value of IT,
making sure that internal resources compete favorably on
performance and price with external service providers. In addition,
management needs to continue to measure key performance indicators
(KPIs) for IT operations and services. And there is new pressure to
improve IT governance to support good business governance while
maintaining business continuity, availability, security, and
privacy.
Maintaining alignment with the business and adapting to
change
The degree to which an IT department can function as a full
business partner is dependent on the CIOs ability to focus IT
resources on the priorities driving the business; to deliver
innovative, high-quality services; and to manage the IT/business
relationship so that business management sees clear value and
acknowledges that IT is a key partner in driving the businesss
success. IT organizations and the infrastructure must be able to
adapt to changing business needs without sacrificing service
quality.
Consistently delivering high-quality services
IT organizations that enable innovation consistently manage and
deliver high-quality, reliable, end-to-end IT services that can be
adapted to address new business conditions. This level of quality
and flexibility requires a service management approach that
continually re-establishes the benchmarks for success and
implements action plans to meet benchmark goals.
Reducing IT and business risk
Given the high business impact of downtime inherent in many
mission-critical applications and processes, it is incumbent on the
IT organization to continually identify and remove the risks that
cause service disruptions. This requires proactive investments in
training staff, improving IT processes, implementing the right
technologies, and ensuring the right level of support and
management of the environment.
Reducing costs of IT operations
The pressure to reduce IT operational costs is unrelenting.
However, cost reduction can come at the expense of service quality.
The balancing act that most organizations face is to be sure that
the businesss functionality, availability, security, and
performance needs are metwhile also meeting operational cost
reduction goals.
Eliminating distractions
Industry research suggests that many IT departments are focused
on maintaining infrastructure rather than on innovating. Studies
show that, on average, 70% of IT budgets are spent on maintaining
infrastructure that tends to be complex, slow to change, and
difficult to managewith associated fixed expenses that are too
high. The result is that far too few resources are focused on
understanding and meeting changing business requirements.
ISO/IEC 20000: an international quality standard for ITSM
To achieve significant and lasting improvements in service
management outcomes, IT organizations need a quality approach for
IT services. Just as manufacturing companies use a quality
management system to ensure both product consistency and ongoing
improvements to the manufacturing process, IT organizations need a
service management system that:
Provides a continual focus on IT service management quality
Makes sure that ITSM best practices are institutionalized as a
way of life
Works at the operational level
Ensures that service management evolves over time to meet
changing business needs
A formal process for managing the quality of an IT service using
a service improvement plan (SIP) is mandatory for companies that
are interested in passing an ISO/IEC 20000 audit. A summary of
requirements in section 4.4 of the ISO/IEC 20000-1:2005 standard
(an evolution of the BS 15000 standard), entitled Continual
Improvement, states that:
A published policy on service improvement must be in place.
Noncompliance to the standard or your own service management plans
must be remedied. A process must be in place to identify, assess
and manage improvements on an ongoing basis, and appropriate roles
and responsibilities assigned. A plan must be used to control this
activity.
HP addresses this requirement by helping you to create and
manage a SIP and helping you to manage its ongoing implementation,
saving your business a great deal of time and effort.
Improving day-to-day service activities with ITSM
ITSM focuses on achieving continual and ongoing improvement in
IT service management practices. The newest version of the ITSM
standard, ITIL v3, emphasizes this continual service
improvement.
Operational ITSM is really all about the day-to-day service
activities within your business and IT environment. These
activities generally include:
Day-to-day governance of the IT organization and the services it
provides (the service management system)
Execution of the service management processes
KPI monitoring
Service reporting
Periodic assessment and benchmarking
Continual service improvement
Technology management
Internal and external audit requirements
Regulatory compliance
Risk management
Identifying and aligning with changed business requirements
Implementing business and technology change
Transformational ITSM is distinct from discrete ITSM
implementation projects or making step changes in maturity,
transformational ITSM focuses on helping organizations implement
major strategic changes in their service management practices. This
typically involves not only major change but management of change
(MoC)transforming IT toward service management.
Operational ITSM: delivering what the business wants, day one
and ongoing
Relying on operational ITSM
Many companies have already invested in improving service
management, leveraging a variety of best practices and standards
including ITIL, COBIT, ISO/IEC 20000, and others. Yet they still
face challenges in meeting service-level commitments and
incorporating new technology and business changes. It takes
extensive time and resources to assess risks and determine what
areas need to change, where to focus, how to change, and how to
measure progress.
Every business is differentthere is no one size fits all
approach to tuning service management practices. HP provides a
pragmatic approach that utilizes industry standards and best
practices to help customers implement continual service
improvement. Working closely with your IT organization, HP experts
help you identify where to focus service improvement efforts and
how to implement changes that pay off in terms of reduced risk,
improved service quality, and greater operational efficiency.
Most IT departments are now applying ITSM best practices and
standards to answer these questions and make lasting improvements
to their IT operations. Once of interest to a minority of
businesses, implementation of ITSM best practices is now
mainstream. One thing is clear: organizations that are not in the
process of implementing ITSM best practices or utilizing them to
improve current operations will be at an inherent disadvantage
compared with their faster-moving competitors.
Because of the widespread press about the benefits of leveraging
ITSM best practices, many IT organizations today are implementing
new practices or tuning current ones. The question is, are they
staying on track and meeting their goals? On a more practical
level:
Are these IT organizations consistently meeting their
service-level agreements (SLAs)?
Can the IT organization continue to meet SLAs in the face of
ongoing business change?
Do IT organizations have confidence that all key areas of risk
have been identified and addressed for their business-critical
services?
Are processes in place to ensure continual businessIT
alignment?
Does the business agree that IT is delivering significant
value?
Does the management of IT operations optimize service quality,
balancing risks versus costs?
For many IT organizations, the answer to some of these questions
is no. Often, service management improvements are handled as
one-time implementation projects to improve specific areas such as
the service desk, incident management, or change management. These
projects have distinct start and end dates and often require a
significant commitment of resources. While they yield benefits,
they do not address the issue of how to manage and modify service
management practices for ongoing day-to-day IT operations.
After starting to implement ITSM best practices, many IT
organizations find it difficult, due to competing business
priorities, to continually improve service management practices.
But business and technology changes occur constantly, creating a
need for regular re-evaluation, adaptation, and incremental changes
to everyday management activities. In short, IT organizations also
require a day-to-day operational approach to IT service management
in order to stay on track and meet their goals.
Achieving consistent, high-quality service is not easy
Several industry standards and best practices are available to
help define high-quality service management. Most companies turn to
the OGC IT Infrastructure Library (ITIL), a comprehensive and
widely respected source of independent ITSM best practices. ITIL
has been widely adopted worldwide and is strongly supported and
promoted by the vendor-independent IT Service Management Forum
(itSMF).
While ITIL is recognized as a foundation resource for ITSM, many
companies are evaluating the ISO/IEC 20000 IT service management
standard. This standard, aligned with ITIL best practices,
specifies the minimum requirements for an IT organization to
deliver high-quality service to their business. IT organizations
can be audited and certified by an independent organization against
the standard. In addition to setting clear quality levels, ISO/IEC
20000 has also debunked the common assumption that an IT
organization can just implement ITIL processes once and be
finished. Rather, ISO/IEC 20000 states that organizations must
continually improve the services they provide and publish a policy
on service improvement, using a formal process to identify, assess
and manage improvements on an ongoing basis.
In addition to ITIL and ISO/IEC 20000, many organizations
interested in improving their IT service management capabilities
also investigate and interpret other industry best practices,
including COBIT (an IT governance framework) and the Capability
Maturity Model Integration (CMMI) methodology for measuring and
improving process maturity, as well as industry specific approaches
such as the enhanced Telecom Operations Map (eTOM).
While all of these standards provide a wealth of information and
helpful guidelines, many IT organizations find that it is
time-consuming and costly to determine exactly which pieces of the
standards they needand how to adapt those pieces to fit their
specific requirements. To avoid over-investing in service
management improvements, it is critical that organizations
carefully determine the right level of effort and resources
required to meet their objectives.
How can HP help?
Transformational and operational ITSM
HP takes an integrated, lifecycle approach to ITSM, with
services designed to assist you during any phase of ITSM
development. Our services generally fall into two key areas:
Transformational ITSM covers all services that are relevant to
an IT department that is seeking to make major investments in new
elements of service management. These services may likely involve
ongoing consulting and education. ITSM Transformation focuses on
service strategy, design, and transformation. Transformational ITSM
is a journey over time, where the people factor plays an essential
role. Employees at all levels need to be ready to respond and
accept changebe it in new objectives, roles/responsibilities,
organizational structures, and attitudes with an IT
environment.
Operational ITSM focuses on the day-to-day issues of running an
IT department, good governance, and continual improvement, where
people, process, and technology issues need to be fine-tuned or
improved. Operational ITSM is essential to enhancing day-to-day
operations and establishing an ethos of continual improvement.
Developing the service improvement plan
Using the findings from the assessment, HP service professionals
hold a workshop with you to agree upon and prioritize the areas of
focus for your service improvement program. HPs service improvement
planning tools take this information as an input in generating a
step-by-step service improvement plan (SIP) to close the gaps
between your current service delivery capabilities and where you
want to be. This detailed SIP plan demystifies the process of
turning best practices into IT service management improvements by
describing exactly what needs to be done, how it should be
accomplished, and when.
Establishing metrics for success
HP will also work with you to determine the key performance
indicators (KPIs) and benchmarks that will be used to track service
quality and measure improvements over time. HP will recommend
specific metrics, which you can adopt or change as you see fit. The
recommended metrics align with each of the areas of service
management and reflect improvements in process maturity, process
efficiency and effectiveness, reduction of risk, and progress in
attaining SLAs and KPI targets.
Implementing the service improvement plan
Throughout implementation of your service improvement plan, HP
is continually involved to address roadblocks, provide the
resources and expertise needed to drive progress, give guidance to
teams working on specific actions in the SIP, and act as an
extension of your IT team. Your HP service professional also serves
as a project manager, conducting regular checks to see if tasks are
being completed according to the plan and to verify that identified
risks have been either eliminated or reduced to an acceptable
level.
Re-evaluating to accommodate continual business change
As part of the ongoing partnership, HP periodically reassesses
your management practices. Reassessments may be triggered by new
business or technology changes that impact your SLAsor simply by
the desire to evaluate progress. HP also carries out service outage
analysis after signficant outages, to identify further improvement
opportunities. The outcomes of the reassessment typically result in
incremental changes or new modifications to the existing service
improvement plan. This process of assessing and adapting over time
helps to formalize your quality management system for IT
service.
HP Operational ITSM Services at a glance
Whether you are looking to gain an understanding of your ITSM
needs, educate your staff on best practices and standards, or take
advantage of ongoing services that can continually improve your IT
operations, we can provide the proven expertise and flexibility you
need.
ITSM Assessment Services
HP will provide a detailed ITSM assessment and gap analysis that
analyzes your IT organizations ability to meet the service level
commitments agreed with your business. The assessment clearly
identifies areas of risk to IT availability and any other weakness
in your ITSM implementation. A detailed gap analysis is provided
and recommendations are made to address the issues identified. It
is a targeted, objective look at your specific business and IT
processes, designed as input to a service improvement process.
The assessment helps you understand where you need to make
improvements in order to enhance service levels and increase your
efficiency and effectiveness. It tests your current practices
against a selection of the most relevant criteria chosen from a
database of more than 1200 best practices derived from the key
industry best practices and standards for IT service management
(including ITIL, ISO/IEC 20000, CobiT, and others). These criteria
do not reflect an arbitrary high bar that is unnecessarily
difficult to reach; HP has also designed a scoring mechanism that
takes your specific business environment into account, providing
you with an assessment that genuinely reflects the challenges your
business faces. Another key advantage is that HP has already
analyzed the relevant sources of best practice and built criteria
that provide an independent, objective, third-party
assessmentproviding a clear, accurate picture and saving you
significant effort in deciding which standards and best practices
are right for you.
The assessment also provides a rationale for the scoring
undertaken in each service management area, and a detailed best
practice is provided in response to each gap identified. This
information helps to establish just how much improvement is needed
in each area, as well as the priorities and timelines for your ITSM
investments.
A detailed assessment report provides you with detailed
explanations and information, including the following:
Risks to availability and the quality of service being
delivered
The level of ITSM maturity within your organization
Efficiency and effectiveness of each service management
process
The quality of IT infrastructure deployed
Our full range of ITSM Assessment Services focuses on helping
you identify service management gaps and create workable action
plans, with the goal of:
Aligning IT priorities and investments to business needs
Identifying areas of risk that could result in service-level
commitments not being met
Providing stability in the face of constant business and
technology change
Decreasing IT operating costs
Improving the quality of IT services delivered
Delivering more reliable business support
Enhancing customer satisfaction
Achieving greater flexibility
Establishing a clearer understanding of ITs capabilities to
drive business growth
Implementing an appropriate level of ITSM maturity that both
matches business requirements and satisfies customer and industry
demand for standards implementation and regulatory compliance
Education services
With access to the broadest range of ITIL/ITSM courses available
in the industry, you benefit from depth of content based on HPs
extensive, real-world experience delivering ITSM solutions to our
customers. Our custom learning solutions address the specific
training requirements for complex ITSM initiatives. All employees
benefit from a personalized education plan based on their current
ITSM knowledge, roles, and responsibilities so that no one wastes
time in the wrong classes. For maximum flexibility, we tailor our
classes to your particular needs and can deliver training either
onsite, in HPEducation Centers, or online for convenient 24x7
access.
Awareness courses: These courses provide a brief and concise
introduction to service management disciplines and benefits. They
are ideal for staff or senior management who might be involved on
the periphery of ITSM, or those new to the topic that need a broad,
brief introduction. Our innovative High Performance ITSM
Simulation, based on Formula 1 racing, introduces the fundamental
ITIL concepts. More importantly, this interactive and hands-on
workshop enables participants to understand why ITIL/ITSM is so
critical.
Foundation courses: These courses introduce the concepts of ITSM
and provide a solid foundation for those seeking an entry-level
professional qualification in ITSM. They form the basis for those
wishing to progress to Practitioner Level qualification or obtain a
full Managers Certificate.
Practitioner courses: These courses have high practical content
and are aligned to each individual ITIL service management
discipline. This level of the curriculum will provide all the
necessary education for IT professionals who have, or will have,
hands-on responsibility for planning, implementing, and running one
of the ITIL processes.
Managers courses: These courses consist of two one-week training
courses followed by a review and exam preparation day. They are
suitable for candidates with at least five years of relevant IT
experience.
Supplementary: These optional courses are for IT professionals
or managers who intend to pursue more advanced ITIL topics such as
ISO 20000 or IT governance, or who need HP OpenView Service Desk
training.
www.hp.com/learn/itsm
Mission Critical Partnership (MCP) Service
The HP Mission Critical Partnership (MCP) helps you continually
increase service maturity and improve your IT operations to meet
business commitments. As part of this ongoing support relationship,
we apply standards such as ITIL, ISO/IEC 2000, and CobiTas well as
othersto enable quarter-over-quarter improvements in service
management. Through the MCP Service, you are supported by an
integrated team of technology and service management professionals
who provide full proactive and reactive support for the people,
processes, and technologies that deliver business-critical IT
services.
MCP helps you clearly understand availability risks, develop a
plan to address them, and gain ongoing assistance to drive
improvements. For internal IT organizations or internal service
providers who need to demonstrate the ability to deliver
high-quality, well-controlled service, MCP can lead to an HP
certification or help prepare for compliance with audits and
regulatory requirements, such as Sarbanes-Oxley.
ITSM Improvement Services
ITSM Improvement Services give you an alternative to running a
large, long-term ITIL implementation project. These services are
ideal for customers who want to augment and improve existing
service management practicesstep by stepto close key gaps between
current capabilities and those that need to be developed in order
to deliver higher-quality service. As part of an ongoing support
relationship with HP delivered through Proactive 24 Service or
Critical Service, you can take advantage of our expertise across a
full range of IT service and technology management practices. We
assign a team of support professionals who make sure that all your
support needs are being addressedand we utilize a globally
consistent set of practices, procedures, and technologies to help
you meet your objectives for operational effectiveness and
availability.
To help you accelerate progress in meeting service quality
improvement objectives, we offer two levels of ITSM Improvement
Services:
HP Fundamental ITSM Improvement ServiceThis optional service is
integrated with HP Proactive 24 Service (P24). It extends the value
of your Proactive 24 Service contract, adding the ITSM Improvement
capabilities to the P24 value delivery process. You benefit from
HPs expertise in helping customers manage technology as well as IT
service delivery and support. Your HP customer support team
coordinates all support services, including proactive and reactive
technology support, to make sure that you not only improve service
quality, but also improve the effectiveness of your technology
environment.
HP Expanded ITSM Improvement ServiceThis optional service is
integrated with HP Critical Service (CS) to include comprehensive
high-availability support for your technology infrastructure. It
extends the value of your CS contract, adding the BCC, ITSM
assessment, and service improvement planning to the CS value
delivery process. It provides a more in-depth approach to help you
achieve your service-level commitments, increasing process maturity
and mitigating risks in multiple aspects of service
managementincluding service support, service delivery, technology
management, and IT governance. This service also probes more deeply
into the service management areas that commonly cause the most
problems for our customers. Potential benefits include incremental
improvements in IT and business alignment, reduced delivery and
support costs, and reduced availability risks.
The HP difference
What makes the HP difference? Recognized thought leadership in
ITSM with active contributions to the original ITIL library, the
new ITIL v3 (for which HP is actively involved in authoring new
books), the itSMF ISO/IEC Certification and Qualification schemes,
and other industry ITSM initiatives. Also making the difference are
our proven expertise and extensive experience in delivering IT
services to mission-critical environments worldwide. With HP, you
can take advantage of best-in-class service delivery capabilities,
including:
Over 5,000 ITIL-certified IT professionals
ITIL-certified Business Critical Consultants who specialize in
ITSM support
HPs experience in training over 80,000 professionals in ITIL,
ITSM, and HP OpenView management applications
One of the largest and most knowledgeable ITIL/ITSM certified
workforces, with extensive global capabilities:
More than 80 education centers worldwide that are authorized
ITIL examination centers
35 support centers
More than 80 business-critical consultants specializing in ITSM
operational support
2,500 employees engaged in business service and infrastructure
management solutions
HP GlobalSoft Ltd. was one of the first companies in the world
to attain BS 15000 (now ISO 20000) certification, a quality
standard in ITSM.
HPs continued commitment to standards such as ITIL and support
for the user group, ITSM Forum (itSMF):
Global member of itSMF
Board member of itSMF USA
Founding member of itSMF chapters in USA, Canada, Japan, India,
Singapore, Hungary, and Poland
Involved in writing and reviewing ITIL books
Involved in the development of the itSMF BS 15000 (now ISO
20000) Certification Scheme
HP/Compaq were both lead authors and developers of the
ITIL-based Microsoft Operations Framework (MOF).
ITIL is the foundation for HPs ITSM Reference Model.
Holistic approachHP Services provides solutions to business
problems through a comprehensive approach employing people,
processes, and technology customized to our customers culture.
(Note: 80% of unplanned downtime is due to people and processes,
not technology.)
PeopleHPs services professionals help ensure that the necessary
actions take place to build and propagate a sustainable IT
organizational modelone supported by a service-oriented culture
with people who have the right skills, roles, responsibilities, and
metrics to bring about success. Through HP Education Services, we
offer one of the industrys most complete ITIL curriculacovering
Foundation, Service Manager, and Practitioner certification
courses. More than just standard ITIL classroom courses, HP offers
education solutions. Our education consultants determine customer
requirements and then, based on that data, recommend and develop
custom curricula tailored to meet unique needs. Additionally, our
extensive HP OpenView curriculum helps customers understand how to
enhance the softwares service management capabilities.
ProcessesBased on HPs extensive years of ITIL/ITSM experience,
the HP ITSM Reference Model is backed up by a broad range of
client-tested best methodologies. These methodologies are combined
with our best-practice experience in the HP OpenView Service Desk
product to help you effectively increase the business value of
service management.
TechnologyHPs ITSM approach covers the technology used to run a
specific service to a given service-level agreement. We evaluate
the technology, using unique patented availability modeling tools
to predict the overall availability and applying What if? analysis
to determine the most appropriate mix of technology and support
services. In addition, the comprehensive suite of HPOpenView
management products is at the core of HPs ITSM approach. Through
industry-leading HP OpenView technology, IT services are able to
run on a highly available, well-performing, end-to-end
infrastructure with automated IT processes.
Fastest time to valueWhen HP works with customers, our services
professionals typically start engagements with 60 percent of what
any company needs to transform a specific processand then have to
customize only 40 percent to fit the customers unique needs,
environment, and culture. This unique directed design approach to
process design and implementation dramatically accelerates progress
and reduces costs.
Management of Change (MoC)HP recognizes that institutionalizing
a service-oriented culture is a long-term commitment to skill
enhancement and cultural change. ITSM changes the way people
perform their jobs as well as their roles, responsibilities,
metrics, and often the entire IT organizational structure. HP is
unique in our focus on MoC and has built this as a core capability
of all ITSM consultants in order to ensure that MoC is
comprehensively addressed to help customers boost their success
rate with ITIL/ITSM adoption.
Comprehensive approach to address all aspects of customer
needsHP Services experienced professionals offer a comprehensive
set of solutions and capabilities to assist customers in designing,
building, integrating, managing, and evolving a lean,
service-centric IT organization that delivers maximum business
value.
When you choose HP, you are working with one of the most trusted
names in ITHP offers more than 40 years of experience delivering
infrastructure support, a staff of 69,000 service professionals
worldwide (including 5,000 trained high availability experts), and
a network of 70,000 channel partners. With a global reach that
covers more than 170 countries and a proven track record,
HPServices can respond to your business needs wherever and whenever
you need assistance. As you expand the boundaries of your business,
you can count on HP for local language support throughout the
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2006 Hewlett-Packard Development Company, L.P. The information
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4AA0-9689ENW, December 2006
Source: ISO/IEC 20000-1:2005, Section 4.4 Continual
Improvement
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