Hewlett-Packard Company

April 2001

HP OpenView ITSM Migration Opportunity to HP OpenView Service Desk

Dear Valued HP ITSM Customer,

We want to take this opportunity to thank you for choosing HP OpenView ITSM. We Thank you also for all your ideas and suggestions to enhance the product.

Based on your enhancement requests, like "more flexibility, openness, ease of use" our development architects decided to develop a solution based on Java technology that is ready for the future.

Today we proudly present HP OpenView Service Desk, the next generation name and face of ITSM, based on the latest proven technology you can rely on.

Service Desk is the new name & face for the next generation HP OpenView IT Service Manager

HP OpenView offers tools and support for smooth transition from ITSM to Service Desk

HP recommends ITSM customers to migrate to Service Desk 4.0 (release planned for August 2001) or later

HP OpenView is committed to secure current investments in license and module purchases of HP OpenView ITSM

HP OpenView Service Desk will not offer an optional Reporting Module as used with ITSM. We will offer current Report Manager customers the ability to transfer their license to a Business Objects license through Westbury IT Services based in the Netherlands. More details will be available at the end of May.

ITSM 5.7 support will be available until end of August 2003

HP strongly recommends using migration assistance from HP Consulting or an OpenView authorized partner

"HP wins the award for most improved tool and has the potential to be the market-leading integrated enterprise service management vendor"

[Source: Meta Group, Michele Hudnall, May 2000 – Reprinted with permission]

Valued Customers
HP OpenView highly values the continued commitment of our existing HP OpenView IT Service Manager (ITSM) customers. With the availability of Service Desk 4.0 and its powerful functionality, there is a growing interest from our customers to evaluate a solution switch. Should you wish to exploit this, please take a look at the following information and recommendations. As you would expect, HP OpenView has taken steps to ensure that the migration from ITSM versions 5.6 and 5.7 to Service Desk will be as smooth and seamless as possible.

Service Desk value

Service Desk offers the opportunity to cover even more of your business support needs than ITSM. Please work with your partner or HP sales representative to evaluate further application usage of Service Desk .

HP OpenView will keep you informed about the functional content of the Service Desk releases as well as subsequent processes and documentation to facilitate your migration activities.

For more information about the migration options please feel free to contact your local HP reseller or local HP sales office. You can also send an email to itsm_train@hp.com

Sincerely,

HP OpenView Software Business Unit