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Sentara Healthcare Improves Business System Uptime with HP Service Management Solutions

PALO ALTO, Calif., May 20, 2009

HP today announced Sentara Healthcare has chosen HP Service Management solutions to better deliver business-critical services and streamline help desk operations.

Sentara is using HP Business Technology Optimization (BTO) solutions, including IT Service Management and Business Service Management, to automate the entire service management life cycle.

Sentara has consolidated its help desk operations with HP Software-as-a-Service (SaaS) for Service Manager. Sentara’s future plans include retiring BMC’s Magic Help Desk Software and IBM’s ClearQuest solution, and migrating these functions and users to HP Service Manager.

As healthcare organizations work to advance the quality of care for their patients through technology, they are faced with new challenges including business system downtime, network failures and ineffective IT service management processes. HP is helping Sentara Healthcare avoid such problems by identifying the source of the system failure and quickly resolving it before it impacts the service.

By using HP SaaS for Service Management solutions, Sentara is now able to focus on critical projects that improve the quality of care, while saving cost and keeping its business running efficiently. HP also helps Sentara make effective business decisions by providing relevant information about its IT environment. This allows Sentara to determine which technology investments are required to best meet patient needs and business demands.

“Using HP software has positively changed the way we do business by delivering improved efficiencies and business uptime,” said Betsy B. Meadows, director, Enterprise Network Services, Sentara Healthcare. “When it comes to integration, automation and general ease of use, HP SaaS for Service Manager is top notch.”

HP service management solutions help Sentara save time and money

In the past, when a system malfunctioned, Sentara’s IT organization would respond to multiple events, not realizing that they were all related to a single problem. Since implementing HP SaaS for Service Manager and integrating it with the HP infrastructure management components, Sentara engineers are now better able to understand the commonality between events. This helps Sentara solve problems faster, saving time and money. HP SaaS for Service Manager has helped Sentara consistently exceed the organization’s infrastructure availability goal of 99.5 percent uptime.

Sentara uses the following solutions from HP:

  • HP SaaS for Service Manager helps customers quickly and efficiently streamline and optimize services by taking a life cycle approach to IT service management. HP SaaS provides HP Service Manager on a predeployed infrastructure that integrates with existing IT solutions as well as a team that provides ongoing expertise and best practices.
  • HP Network Node Manager helps enterprise customers predict the service impact of network degradation before business services are negatively affected.
  • HP SiteScope delivers “agentless” monitoring that complements existing agent-based solutions, helping organizations maintain the availability and performance of their distributed IT infrastructures.
  • HP Systems Insight Manager provides fault, asset and configuration management for HP systems.
  • HP Business Process Monitor identifies availability and performance issues, using synthetic monitoring, before issues negatively impact business.
  • HP Operations Manager automatically gathers information about infrastructure health, systems and applications to help proactively identify and then resolve specific operations problems.

“Sentara is saving time, costs and minimizing service disruptions by using the HP solution,” said Robin Purohit, vice president and general manager, Software Products, HP. “HP’s industry-leading service management solutions help IT organizations isolate and quickly resolve problems before they impact business.”

A webcast with information on implementing Service Desk solutions faster, and at a lower cost, with HP SaaS is available here.

About HP

HP, the world’s largest technology company, simplifies the technology experience for consumers and businesses with a portfolio that spans printing, personal computing, software, services and IT infrastructure. More information about HP (NYSE: HPQ) is available at

This news release contains forward-looking statements that involve risks, uncertainties and assumptions. If such risks or uncertainties materialize or such assumptions prove incorrect, the results of HP and its consolidated subsidiaries could differ materially from those expressed or implied by such forward-looking statements and assumptions. All statements other than statements of historical fact are statements that could be deemed forward-looking statements, including but not limited to statements of the plans, strategies and objectives of management for future operations; any statements concerning expected development, performance or market share relating to products and services; any statements regarding anticipated operational and financial results; any statements of expectation or belief; and any statements of assumptions underlying any of the foregoing. Risks, uncertainties and assumptions include macroeconomic and geopolitical trends and events; the execution and performance of contracts by HP and its customers, suppliers and partners; the achievement of expected operational and financial results; and other risks that are described in HP’s Quarterly Report on Form 10-Q for the fiscal quarter ended January 31, 2009 and HP’s other filings with the Securities and Exchange Commission, including but not limited to HP’s Annual Report on Form 10-K for the fiscal year ended October 31, 2008. HP assumes no obligation and does not intend to update these forward-looking statements.

2009 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.

Editorial contacts:

Heather Sieberg, HP:

Julie Metting, Burson-Marsteller for HP:

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