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HP Service Management with ITIL V3


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Roadmap to efficient service management
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A pioneer in Service Management with more than 15 years of experience, HP brings people, process and technology together to enable companies to respond quickly to change. HP has a rich history with ITIL, and is the only technology vendor to author one of the five ITIL V3 core books. In addition, HP has authored the ITIL Glossary, and has built the overarching process maps for the new library. Given the contribution that HP has made to Service Management, HP has revamped its Service Management offerings, and brings to the market a new set of solutions aimed at leveraging ITIL v3, and once again extending industry best practice. The HP Service Management portfolio provides a holistic view of an enterprise’s entire IT landscape, incorporating all aspects of Service Management. Implementing Service Management provides organizations with the service delivery capabilities that are stable and cost-effective yet equally agile and flexible. Service Management also delivers a mechanism by which to measure service quality and improvement, delivering greater value to the business.

If your organization has not yet moved to implement ITIL best practices relevant to everyday service management operations, you’re likely to be at a distinct disadvantage as you confront key questions facing virtually every IT organization:

  • Does the business agree that your organization is delivering significant value?
  • Are you equipped to consistently meet your service-level agreements?
  • Are processes in place to ensure continuous business-IT alignment?
  • How do you cost-justify needed IT investments?
  • How can you spend less on routine IT service maintenance – and use the savings for IT    service innovation?
  • Which service-related investments are likely to bring the highest payback?

Service Management helps IT organizations align with the business and become more agile and adaptable to dynamic market conditions. But customer needs and priorities change. New governance models emerge. Technology advances. New standards are issued. New regulations are promulgated.

The bottom line: Even the best management models need periodic revamping, and ITIL is no exception. ITIL, the world’s most widely used approach to Service Management and the touchstone for operational best practice, has been updated by an international group of expert contributors. The new version features significant modifications designed to speed and simplify your implementation, adaptation and application of service management processes that spell operational excellence.

ITIL V3: Has been refreshed

ITIL V3 makes the link between ITIL best practice and business benefits much clearer and stronger than in V2. ITIL V3 takes a lifecycle approach to guidance as opposed to organising according to IT delivery sectors.

ITIL V3 drives the need to look at end-to-end service lifecycles.  Business has to constantly change in order to stay ahead of the market and remain competitive, this need has to be reflected and translated into the IT services, processes, tools and technologies that underpin and support the business, the foundation for this is ITIL. Version 3 now begins at the beginning with the need to create a Service Strategy, this should be based on current business strategy and as this strategy changes so should its IT equivalent.  From the strategy should emanate a Service Design, not simply a programme or application, but the whole end-to-end service that is needed to underpin the business service being offered, whether for financial gain or otherwise.  Getting it right can literally save $ooo’s.  It naturally follows that from the design and build we need to consider the implication of Service Transition, supporting the business, mitigating against risk and ensuring uneventful deployment, either on to an existing infrastructure or creating anew.  Once successfully deployed, control should pass to Service Operation, who will maintain the service (including changes/upgrades etc) until its retirement or replacement. Each of these phases naturally overlap.  Plan, Do, Check, Act is cited in Continual Service Improvement – as with all ITIL implementations continual improvement is essential.

The processes from V2 are still valid; they have simply been re-worked into a new more relevant framework to reflect the complete lifecycle from service inception to retirement.

HP: your ITIL partner throughout the Service Management lifecycle

HP is well qualified to help you leverage ITIL to improve your Service Management implementation and provide high-quality IT services and software – today and as ITIL V3 is rolled out. HP’s Service Management solutions extend ITSM to include business service management, applications management and strategy, allowing you to run IT as a business.

From applications to databases, middleware to messaging, operating systems to processors, HP Service Management manages and controls thousands of multi-vendor, multi-platform and multi-source customer environments:

  • All Fortune 100 companies use HP management software
  • HP management solutions enable IT to become a service provider to the business:
  • Define and deliver to service-level agreements
  • Reduce the lag time between a  business decision and IT delivery
  • Reduce cost, unlock the value of existing assets
  • 79 percent reduction in service downtime (2004 IDC study of HP OpenView customers)
  • 69 percent reduction in application downtime (2004 IDC study of HP OpenView   customers)

HP delivers a full range of Service Management services and technology, including:

  • Service Management Services to help you make major changes to transform your IT organization s and to help you run your IT operations day-to-day and implement a culture of continual service improvement
  • Educational services to build the right knowledge and skills in ITIL, other important industry best practice models and standards and HP technologies
  • HP Software technology to provide higher levels of automation, operational control and management information

HP’s Service Management services and technologies are based on and enable effective ITIL implementations and will support all of the improvements in ITIL V3.

Whether you are looking to gain a fuller understanding of your requirements, educate your staff on ITIL best practices, enhance your service delivery capabilities or unsure of how to move forward with ITIL V3, HP can provide the precise experience and the expertise you need.

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Related links

» HP ITIL/ITSM Training
» HP ITSM Services
» HP ITSM Reference Models
» Office of Government Commerce

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