Hewlett-Packard IT Service Management (ITSM)

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Hewlett-Packard
IT Service Management (ITSM)

by Sherry Kercher

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.

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)
Headquarters
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 management.	Monitor service levels, consolidating communications across the ITIL v3 service lifecycle. Capabilities include:

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
Includes	Hardware and Software Asset Management – Designed to reduce coasts. Easy Cloud Chargeback – A user friendly interface provides a single point of contact where chargeback can be managed in the cloud. Centralized Contract Management – Users can determine when and where a contract is associated with a hardware of software asset. 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 policies.	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 collaboration.	Automated Discovery – Over 180 out of the box discovery patterns. 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 processes. 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 environments. 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

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.

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 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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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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