Hewlett-Packard IT Service Management (ITSM)

PDF version of this report
You must have Adobe Acrobat reader to view, save, or print PDF files. The
reader is available for free

IT Service Management (ITSM)

by Sherry Kercher

Docid: 00011273

Publication Date: 2010

Report Type: PRODUCT


The Hewlett-Packard IT Service Management (ITSM) portfolio was created to
analyze and manage complex IT and business operations, whether for large
corporations, government agencies, data centers, supply chains, or
healthcare and database systems. The portfolio includes software and
services for Asset Management, Service Anywhere, and IT Service
Management. This report details HP ITSM and lists its competitors in the

Report Contents:


[return to top of this

Hewlett-Packard (HP)’s IT Service Management (ITSM) portfolio was created
to study and improve the performance of information technology (IT) and
business operations, to drive innovation, company growth, and IT/business


Faulkner Reports

HP Inc Company
ITIL for Enterprise IT
Management Tutorial

At its crux, the discipline of service management is designed to provide
a holistic view into business service levels and operations. Through
service management, a user can cut costs, better meet compliance
requirements, manage risk, and focus on fulfilling strategic business
goals. The ITSM portfolio includes key elements such as Asset
, Service Anywhere, and
Service Manager
. ITSM can be provided with:

  • IT Strategy, Implementation, and Support
  • 12,000+ ITIL-Trained Consultants
  • Authorship of ITIL v3 and Standards Organizations such as itSMF and
  • IT Management Software, Outsourcing, and Education Services

Name: Hewlett-Packard (HP)
3000 Hanover Street
Palo Alto, CA 94304-1185 US
(650) 857-1501
Fax: (650) 857-5518
Web: http://www.hp.com/
Type of Vendor: Computing Hardware, Software, and
Services Provider
Founded: 1939
Service Areas: Global
Stock Symbol: HPQ (NASDAQ)

Service management offerings were designed to:

  • Improve visibility and control – Providing automated
    service request management, incident tracking, and change management,
    improving reporting and analysis, better setting and meeting priorities,
    and managing compliance with governance policies
  • Reduce risk – Identifying security issues and
    providing fixes with less impact on application-development timelines.
  • Improve performance and availability – Improving call
    center application performance and availability, isolating problems,
    implementing remediation plans, and managing decision-making tasks.

Table 1 compares the main areas of coverage offered by HP’s ITSM.

Table 1. HP ITSM
Service Desk Change and Configuration Management Task Automation Asset Management Business Analytics
Extends portfolio and IT asset management
by lowering the chance of funding initiatives not aligned with
business goals, among other features.
Improves data quality through the
automated mapping of IT operations.
Process automation software and
auditable task automation allow for improved service quality.
Offers hardware and software asset
management, procurement, asset portfolio management, a financial
view of each assets, Easy Cloud Chargeback, and centralized contract
Monitor service levels, consolidating
communications across the ITIL v3 service lifecycle. Capabilities

Table 2 looks at key components of the ITSM family.

Table 2. ITSM Components
  Asset Manager Propel Service Manager Configuration Management System Change, Configuration and Release Management IT Executive Scorecard Operations Orchestration IT Service Management Services Service Anywhere
  • Hardware and Software Asset Management – Designed to reduce
  • Easy Cloud Chargeback – A user friendly interface provides a
    single point of contact where chargeback can be managed in the
  • Centralized Contract Management – Users can determine when and
    where a contract is associated with a hardware of software
  • Financial View of Each Asset – Allows users to view the value
    of each procured asset over its lifecycle.
  • Asset Portfolio Management – Allows users to combine contract,
    procurement, asset management, and financial information.
  • Procurement – Lets users streamline procurement processes.
    Allows for the auditing of vendors and compliance with internal
  • Single Portal – Offers single self-service IT for all IT
    services and its customers
  • Aggregated Catalog – Aggregates services from ITSM and cloud
    catalogs into a single IT service catalog.
  • Knowledge Management – Comprehensive self-service through
    Haven to increase productivity and engagement.
  • Service Exchange – Orchestrates service delivery and enables
    onboarding and integration of suppliers and their services,
    either traditional or cloud-based.
  • Drag-and-Drop Administration – Provides for codeless
    configuration, and simple workflow and form creation.
  • Rich Service Desk – Consolidate service management with a
    single point of contact for IT processes.
  • Big Data – Smart Analytics is provided through HP IDOL.
  • Change Management – Allows users to improve compliance and
    minimize service disruptions by using automation.
  • Automated Service Request.
  • Mobile Phone and Tablet Support – Gives users access to
    service desk functions such as search, self-ticketing, and
  • Automated Discovery – Over 180 out of the box discovery
  • Configuration Management
  • Automated Services Modeling – 30 out of the box integrations
    can retrieve data from a variety of vendors.
  • Integrated CMS – Integrated HP CMS software with worldwide
    services, enablement, and support are offered.
  • Compliance – Ensure compliance with regulations and guidelines
    through configuration management controls.
  • Automated, integrated, and consolidated ITIL change management
  • Reduce risk with standardized change processes and controls
    that improve compliance
  • Employ DDM and automation to enable unplanned change
    detection, impact analysis, and change execution.


  • Management reporting tool for conveying value in mutually
    understood, non-IT terms.
  • Analytics – Scored objectives and drill-down capabilities.
  • Content – Allows for the use of a library with over 189 KPIs,
    objectives, dashboards, and reports.
  • Persona-based – A dashboard with drag and drop functionality
    meets the needs of specific personas.
  • IT Data Model – Allows for the use of aggregates and maps data
    from multiple HP and third party sources.
  • Designed for project management, service owners,
    administrators, etc., focusing on their area of interest.
  • Built-In Debugger.
  • Prebuilt Libraries and Integrations.
  • Integration Wizards.
  • Comprehensive Automation.
  • Flexible Architecture.
  • Allows users to leverage hybrid delivery and a service-broker
    operating model.
  • Improve service sourcing and management of multi-sourcing
  • Allows for improved management of the service portfolio and
    service investments.
  • Decrease time to market, increase innovation, and improve
    business-IT alignment.
  • Mission Critical Services.
  • Business Availability.
  • Network Management.
  • Operations Management.

Figure 1 depicts the HP ITSM Service Anywhere interface.

Figure 1. ITSM Service Anywhere

Figure 1. ITSM Service Anywhere

Source: HP

Figure 2 illustrates HP ITSM Asset Manager.

Figure 2. ITSM Asset Manager

Figure 2. ITSM Asset Manager

Source: HP


[return to top of this

HP ITSM was created primarily for large enterprise environments,
government agencies, data centers, supply chains, and healthcare and
database systems, serving a number of purposes for several specific
industries, as outlined in Table 3.

Table 3. Service Management Solutions
Sector Capability Description
Healthcare and Database Systems Enterprise Analysis and Optimization Monitors and improves operations across
the organization.
Large IT and Network Deployments for
Business, Government, and Military
Network and Hardware Control Analysis for end-user application
service levels, network service levels, energy consumption, and
employee productivity.
Contact Centers Service Level and Response Time
Provides a view into call center
operations, service levels, customer relations, and employee
Retail, Supply Chain, and Outsourcing
Supply Chain Process Review Tracks supply chain process and
transportation processes.
Government Agencies and Corporations Consulting and Managed Services Education and training services for
ITIL, implementation assistance, and “green” and environmental
service-level management and transformation.


[return to top of this

ITSM includes software with a number of general operating requirements
specific to each. Interested users should contact HP’s sales staff
regarding which systems are supported by the individual software
components making up the systems-management line. Other considerations

  • On-Premises Software and SaaS – “Typical” business
    software, such as Microsoft programs and databases from IBM, Oracle,
    SAP, and others. Software also integrates with cloud computing models.
    HP offers some products via the cloud in a SaaS delivery model.
  • Networks and Monitoring – Integration with multiple
    hardware setups, including end-user PC clients, servers, and networking
    equipment. Some products combine and consolidate third-party network and
    systems monitoring software.


[return to top of this

HP offers self-support services on its Web site, including
self-diagnostic services, user discussion groups, FAQs, product manuals,
and user guidelines. Users can also contact HP for help with issues
regarding their software.


[return to top of this

HP’s ITSM products and services can be tailored specifically to a
customer’s specifications. As such, its pricing is
configuration-dependent, and available from HP’s direct sales force.


[return to top of this

ITSM faces extensive competition in the service-management market,
including CA’s Service Management portfolio, IBM’s Integrated Service
Management, Oracle IT Service Management, SAP’s Service and Asset
Management, BMC Business Service Management, and assorted Compuware

[return to top of this

About the Author

[return to top of this

Sherry Kercher is an editor for Faulkner Information
Services. She holds a master’s degree in library and information science,
and tracks and writes about storage, communication networks and equipment,
and Internet technologies.

[return to top of this