Press Release: June 20, 2009

Sentara Healthcare Improves Business System Uptime with HP Service Management Solutions

PALO ALTO, Calif., May 20, 2009

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

Sentara is using HP Business TechnologyOptimization (BTO) solutions, including IT Service Managementand Business ServiceManagement, to automate the entire service management lifecycle.

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

As healthcare organizationswork to advance the quality of care for their patients throughtechnology, they are faced with new challenges including businesssystem downtime, network failures and ineffective IT servicemanagement processes. HP is helping Sentara Healthcare avoid suchproblems by identifying the source of the system failure andquickly resolving it before it impacts the service.

By using HP SaaS forService Management solutions, Sentara is now able to focus oncritical projects that improve the quality of care, while savingcost and keeping its business running efficiently. HP also helpsSentara make effective business decisions by providing relevantinformation about its IT environment. This allows Sentara todetermine which technology investments are required to best meetpatient needs and business demands.

“Using HP software haspositively changed the way we do business by delivering improvedefficiencies and business uptime,” said Betsy B. Meadows, director,Enterprise Network Services, Sentara Healthcare. “When it comes tointegration, automation and general ease of use, HP SaaS forService Manager is top notch.”

HP servicemanagement solutions help Sentara save time and money

In the past, when a systemmalfunctioned, Sentara’s IT organization would respond to multipleevents, not realizing that they were all related to a singleproblem. Since implementing HP SaaS for Service Manager andintegrating it with the HP infrastructure management components,Sentara engineers are now better able to understand the commonalitybetween events. This helps Sentara solve problems faster, savingtime and money. HP SaaS for Service Manager has helped Sentaraconsistently exceed the organization’s infrastructure availabilitygoal of 99.5 percent uptime.

Sentara uses the followingsolutions from HP:

  • HPSaaS for Service Manager helps customers quickly andefficiently streamline and optimize services by taking a life cycleapproach to IT service management. HP SaaS provides HP ServiceManager on a predeployed infrastructure that integrates withexisting IT solutions as well as a team that provides ongoingexpertise and best practices.
  • HP Network Node Managerhelps enterprise customers predict the service impact of networkdegradation before business services are negatively affected.
  • HP SiteScopedelivers “agentless” monitoring that complements existingagent-based solutions, helping organizations maintain theavailability and performance of their distributed ITinfrastructures.
  • HP Systems InsightManager provides fault, asset and configuration management forHP systems.
  • HP Business ProcessMonitor identifies availability and performance issues, usingsynthetic monitoring, before issues negatively impactbusiness.
  • HP Operations Managerautomatically gathers information about infrastructure health,systems and applications to help proactively identify and thenresolve 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, SoftwareProducts, HP. “HP’s industry-leading service management solutionshelp IT organizations isolate and quickly resolve problems beforethey impact business.”

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


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© 2009Hewlett-Packard Development Company, L.P. The information containedherein is subject to change without notice. The only warranties forHP products and services are set forth in the express warrantystatements accompanying such products and services. Nothing hereinshould be construed as constituting an additional warranty. HPshall not be liable for technical or editorial errors or omissionscontained herein.

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