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Hewlett-Packard
IT Service Management (ITSM)
Copyright 2020, Faulkner Information Services. All
Rights Reserved.
Docid: 00011273
Publication Date: 2010
Report Type: PRODUCT
Preview
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
market.
Report Contents:
- Description
- Related Faulkner Reports
- Vendor
- Applications
- Environment
- Support
- Pricing
- Competitors
- Web Links
Description
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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
alignment.
Related
Faulkner Reports |
HP Inc Company Profile |
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
Manager, 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
COBIT - IT Management Software, Outsourcing, and Education Services
Vendor |
Name: Hewlett-Packard (HP) |
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.
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 management. |
Monitor service levels, consolidating communications across the ITIL v3 service lifecycle. Capabilities include: |
Table 2 looks at key components of the ITSM family.
Asset Manager | Propel | Service Manager | Configuration Management System | Change, Configuration and Release Management | IT Executive Scorecard | Operations Orchestration | IT Service Management Services | Service Anywhere | |
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Includes |
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Figure 1 depicts the HP ITSM Service Anywhere interface.
Figure 1. ITSM Service Anywhere
Source: HP
Figure 2 illustrates HP ITSM Asset Manager.
Figure 2. ITSM Asset Manager
Source: HP
Applications
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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.
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 Management |
Provides a view into call center operations, service levels, customer relations, and employee productivity. |
Retail, Supply Chain, and Outsourcing Industries |
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. |
Environment
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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
include:
- 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.
Support
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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.
Pricing
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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.
Competitors
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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
products.
Web Links
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- BMC Software: http://www.bmc.com/
- CA Technologies: http://www.ca.com/
- Compuware: http://www.compuware.com/
- HP: http://www.hp.com/
- IBM: http://www.ibm.com/
- Oracle: http://www.oracle.com/
- SAP: http://www.sap.com/
About the Author
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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.
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