HP Operational ITSM Service. For continual service improvement

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1 HP Operational ITSM Service For continual service improvement Overview Enhance service levels by applying best practices and standards Improve productivity and reduce costs Deliver true business value through IT resources Increase innovation and decrease the time spent on operations

2 You are probably very familiar with the common refrain heard by IT managers today: Do more with less. Businesses are looking for reductions in IT expenditures while requiring that systems run at peak performance, that strategic initiatives drive new revenue growth and that IT provide true business value. To meet these challenges, IT organisations must evolve into trusted service providers that adapt quickly and offer the cost-effective, reliable, flexible IT services so critical to today s business initiatives. Such an evolution is not easy. It requires that the IT organisation adopt and continually improve IT Service Management (ITSM) strategies based on established best practices, such as the IT Infrastructure Library (ITIL). It also requires investments in the right technologies, implementation and improvement of the right IT processes, and training of the staff to apply processes and technologies properly. HP IT Service Management (ITSM) Services deliver a comprehensive range of services that help you maximise the return on your investment in IT people, IT processes and IT management technology in order to deliver business-focused IT services. The services span the service management life-cycle to help you design, build, implement, manage and continually improve the services you deliver to the business. Using industry standards, Information Technology Infrastructure Library (ITIL) and HP best practices, the HP ITSM Services include: Transformational ITSM Services, which focus on making major steps in growing the skills, capabilities and maturity of HP customers in designing, building and implementing IT service operations and supporting infrastructure. Operational ITSM Services, which assist customers with maintaining the health of their IT services, the day-to-day management/fine-tuning of IT operations, improving skills, enabling continual service improvements, accommodating changes in processes and enabling customers to acquire the right ITIL/ITSM and project management skills. How can you make continual improvements to the quality of IT service? More than likely, you and your IT team are facing these key questions: How effective is our IT service now? How wellprepared are we to deliver the right level of service? What are our current risks to delivering high availability and meeting 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-level commitments? How can we address these issues without a major new project investment? What are the relevant skills needed to make our IT staff more productive, effective and service focused? 2

3 Most CIOs agree that their organisations need to evolve in order to support their businesses more effectively. But how can your IT department develop the right strategy to achieve these goals? How can you reduce the amount spent on operations without jeopardising services and use the savings to increase innovation? What resources are available to assess where you are now, what you need to change, and how you can actually achieve the IT maturity required? How can you make sure that the investments and changes you make will have the biggest payback now and in the future? Today s IT departments are applying ITSM best practices and standards to answer these questions and make lasting improvements to their IT operations. Once of interest to only a minority of businesses, implementation of ITSM best practices is now mainstream. One thing is clear: organisations that do not choose to implement ITSM best practices to improve current operations will be at an inherent disadvantage relative to their faster-moving competitors. Focus on best practices and standards Many companies have already invested in improving service management, leveraging best practices and standards such as ITIL, CobiT, ISO/IEC 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 to determine what areas need to change, where to focus, how to change and how to measure progress. Every business is different there is no one size fits all approach to tuning service management practices. HP provides a pragmatic approach that utilises industry standards and best practices for service management to help customers with continuous service improvement. Working closely with your IT organisation, 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. About ISO/IEC ISO/IEC is the world s first international standard for ITSM. Based on BS (which it supersedes), the standard specifies the minimum requirements for a service provider (any IT organisation) to deliver high-quality service to its business. IT organisations can be audited and certified by an independent organisation against the standard. Although it clearly defines what needs to be in place, ISO/IEC is relatively brief and depends on ITIL and other sources of ITSM best practice for deeper-dive guidance. ISO/IEC s Plan, Do, Check, Act (PDCA) methodology of quality management and continual service improvement applies in both the initial design and implementation phases and also the ongoing day-to-day management and continual improvement phases of an IT organisation s life-cycle: Plan Design IT services, ITSM processes, ITSM toolsets and IT infrastructure. Do Implement, run and operate those IT services and supporting elements. 3

4 Improve service levels continually by applying best practices and standards. Check Monitor and report on the success of IT services and supporting elements. Act Take action and improve as necessary. Our experts are trained and certified in industry best practices and methodologies, and our services use many of the major international standards that IT departments are beginning to deploy to improve their performance including ITIL, ISO/IEC 20000, CobiT, SEI Capability Maturity Model Integration (CMMI), ISO and BS 7799, BS 15000, PMBOK and PRINCE2, and Microsoft Operations Framework (MOF). The power of perpetual focus Because of the widespread press about the benefits of leveraging ITSM best practices, many IT organisations today are implementing new practices or tuning current ones. The question is, are they staying on track and meeting their goals? For many IT organisations, the answer 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 significant benefits, they do not address the issue of how to manage and modify service management practices for ongoing IT operations. After starting to implement ITSM best practices, competing business priorities make it difficult for many IT organisations to make continual improvements to their service management practices. However, business and technology changes occur constantly, creating a need to re-evaluate, adapt and make incremental changes to everyday management activities on an ongoing basis. In short, IT organisations also require a day-today operational approach to IT service management in order to stay on track and meet service-level goals. Today s IT organisations need to ask: Are we meeting service-level agreements (SLAs) consistently? Can the IT organisation continue to meet SLAs in the face of ongoing business change? Do we have confidence that all key areas of risk have been identified and addressed for businesscritical services? Are processes in place to maintain continual business-it alignment? Does the business agree that IT is delivering significant value? Does the management of IT operations optimise service quality, balancing risks against costs? 4

5 About HP Operational ITSM Services Operational ITSM Services assist you with maintaining the health of your IT services as well as managing and fine-tuning day-to-day IT operations. These services also enhance skills, enable continuous service improvements, accommodate changes in processes, and enable you to acquire the right ITIL/ITSM and project-management skills. Whether you are seeking 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. 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 IT s capabilities to drive business growth Implementing an appropriate level of ITSM maturity that matches business requirements as well as satisfies customer and industry demand for standards implementation and regulatory compliance HP ITSM Assessment Services Our full range of ITSM Assessment Services is focused on helping you to identify service management gaps and to create workable action plans, with the goals of: Aligning IT priorities and investments to business needs Identifying areas of risk that could lead to failure to meet service-level commitments 5

6 HP Education Services With access to the broadest range of ITIL/ITSM courses available in the industry, you benefit from depth of content based on HP s 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 personalised 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 we can deliver training either at your site, in HP Education Centres, or on line 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 for those new to the topic who need a broad, brief introduction. Our innovative High Performance ITSM simulation, based on Formula 1 racing, is an exciting introduction to the fundamental ITIL concepts. More importantly, this interactive and hands-on workshop enables participants to understand why ITIL/ITSM is so critical. Practitioner courses These courses have a high practical content and are aligned to each individual ITIL service management discipline. Choose which courses you complete based on your particular career needs. 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 ITIL processes. These courses are also designed for those who require a formal qualification on the processes. Before taking any Practitioner exams, candidates must hold the Foundation Certificate. Manager s courses These consist of two one-week training courses followed by a review and exam preparation day. The courses are suitable for candidates with at least five years of relevant IT experience. Before taking the exam, candidates must hold the Foundation Certificate. Supplementary courses These optional courses are for IT professionals or managers who intend to pursue more advanced ITIL topics such as ISO/IEC or IT Governance, or for those who need HP Software Service Desk training. Completion of the ITIL Foundation in ITSM course is highly recommended as a prerequisite for these courses. 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 on to the full Manager s Certificate. 6

7 HP Mission Critical Partnership (MCP) Service The Mission Critical Partnership (MCP) helps you continually increase service maturity and improve your IT operations to meet business commitments in today s dynamic environment. As part of its ongoing support relationship, we apply standards such as ITIL, ISO/IEC and CobiT as well as others to 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 businesscritical IT services. Using key capabilities such as assessments and service improvement plans, MCP helps you understand availability risks clearly, develop a plan to address them and gain ongoing assistance to drive improvements. For internal IT organisations or internal service providers who need to demonstrate the ability to deliver high-quality, well-controlled service, MCP can lead to a HP certification or help prepare for compliance with audits and regulatory requirements, such as Sarbanes-Oxley. HP 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 practices step by step to close key gaps between current capabilities and those that need to be developed in order to deliver higherquality 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 support needs are being addressed, and we utilise 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 provide two levels of ITSM Improvement Services: HP Fundamental ITSM Improvement Service This optional service is integrated with HP Proactive 24 Service (P24). It extends the value of your Proactive 24 Service contract, adding ITSM Improvement Service capabilities to the P24 value delivery process. You benefit from HP s 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. 7

8 HP Expanded ITSM Improvement Service This 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 Business Critical Consultant, 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, increases process maturity, and mitigates risks in multiple aspects of service management including 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. Why HP? What makes the HP difference? Recognised thought leadership in ITSM, proven expertise and extensive experience in delivering IT services to sustain missioncritical processes for organisations around the globe. With HP, you can take advantage of best-in-class service capabilities, including: HP s 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 Authorship and review of ITIL books, including authorship of the Service Operations book and glossary for ITIL v3 Involvement in the development of the itsmf BS Certification Scheme HP and Compaq were both lead authors and developers of the ITIL-based Microsoft Operations Framework (MOF). ITIL is the foundation for HP s ITSM Reference Model. Find out more For more information about how HP Operational ITSM Services can help you improve service quality and gain cost efficiency, please contact your local HP representative or visit More than 5000 ITIL-certified IT professionals ITIL-certified Business Critical Consultants who specialise in ITSM support More than 80 education centres worldwide, all authorised as ITIL examination centres 35 support centres Proven experience in training more than 100,000 professionals in ITIL, ITSM and HP Software management applications More than 14 years of experience in ITSM software, consulting, support and education To learn more, visit Copyright 2007 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. 4AA0-6635EEW, March 2007

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