Press Release:

HP Helps Customers Cut IT Service Management Implementation Time in Half and Reduce Costs

PALO ALTO, Calif., Sept. 20, 2005

HP today introduced software and services to help enterprises cut their network management software implementation time in half and reduce costs.

IT Service Management (ITSM) is a critical component of the HP OpenView portfolio, which dynamically links business and IT to gain immediate insight and control over IT infrastructures. To help enterprises realize a faster return on their investments when transitioning into a provider of IT services, HP introduced:

  • HP ITSM Express Pack for Consolidated Service Desk - which combines HP OpenView software and best practices to help IT reduce costs, enhance agility and improve quality of services by implementing information technology infrastructure library (ITIL)-based HP ITSM Reference Model processes in record time.

  • HP ITSM Assessment Services portfolio - which offers services to identify critical readiness gaps and specific recommendations to help IT balance the key elements of its operation.

"A pioneer in ITSM with more than 10 years of experience, HP brings people, process and technology together to enable an Adaptive Enterprise that synchronizes business and IT in order to quickly respond to change," said Todd DeLaughter, vice president and general manager, Management Software Business, HP. "For CIOs looking for a fast way to implement standard core ITSM processes based on ITIL, these offerings can help them achieve their goals faster and more effectively with proven, repeatable results."

HP ITSM Express Pack for Consolidated Service Desk

HP ITSM Express Pack allows for rapid implementation of the core ITIL processes of incident, problem, change, configuration management and service management. Customers using it do not need to re-invent role definitions, processes or procedures.

The offering includes pre-configured HP OpenView Service Desk, reporting capabilities, best practices documentation, consulting, implementation, and education and support services. Another embedded ingredient is an open, comprehensive and highly scalable configuration management database, which is already being used to unify IT service management by more than 1,000 customers.

An IDC study demonstrated that companies realized a 41.1 percent reduction in time to implement a change management request when they deployed HP OpenView Service Desk.(1)

"Just buying IT service management software is no guarantee of success. Many companies are currently struggling with implementing IT service management," said Milind Govekar, research vice president, Gartner. "IT service management vendors who can provide better definitions and knowledge of key service management workflows and processes and are able to automate these processes with proven technology will help companies jump-start successful IT service management implementations."

Customers who have applied the HP ITSM Express Pack report time to success is two to three times faster than conventional approaches. For example, international express and logistics company DHL recently used the HP ITSM Express Pack to achieve its goal of global service desk coherence. DHL finished the ITSM implementation for 4,000 IT professionals in 11 months, resulting in a 20 percent cost reduction.

"Through the implementation of a business-driven IT service management approach, we have demonstrated our commitment to making the entire enterprise significantly more adaptive to growth and change," said Stephen McGuckin, IT Services managing director, DHL. "Core to the global consolidation project is HP's one-stop shopping offering - including software, servers and storage technologies as well as expertise and the hands-on involvement of its services experts."

"The ITSM Express Pack provided a valuable point of reference from which we were able to tailor the ioko installation to meet the needs of our customers, deliver our commercial objectives and reduce the implementation time from an initial estimate of 6 months to 3 months," said Sian Hodgson, senior operations manager, ioko Managed Services. "Given the complexities of implementing a service desk application within a managed service environment, where secure customer data separation and customized interfaces with customer processes are essential, this was an incredible achievement."

HP ITSM Assessment Services

The comprehensive HP ITSM Assessment Services portfolio offers four levels of assessment, ranging from a single, wide-focus management workshop to an in-depth assessment that includes multiple face-to-face interviews and detailed data-gathering exercises. The HP ITSM Assessment Services leverage both ITIL and HP best practices covered by the HP ITSM Reference Model.

Each of the HP ITSM Assessment Services starts with gaining an understanding of the customer's business requirements and how they are reflected in service-level objectives. The service then identifies critical readiness gaps and offers specific recommendations to help IT balance processes, people, technology infrastructure and vendor support relationships. The service also helps to prepare for external certification, such as BS 15000 / ISO 20000 or HP SP Signature certification.

"The focus around ITSM and ITIL is now shifting from 'what' to 'how' and the answer is not just software," said Mike Rigodanzo, senior vice president, Technology Services, HP. "IT service management is a prerequisite for demonstrating business value and driving out inefficiency. It's about the right approach to get the whole IT organization excited about the right IT processes using the right ITSM technology within a given time."

The HP ITSM Assessment Services portfolio includes:

  • HP ITSM Quick Assessment Service
  • HP ITSM Intermediate Assessment Service
  • HP ITSM Comprehensive Assessment Service
  • HP ITSM Custom Assessment Service

More information about HP ITSM solutions is available at

About HP

HP is a technology solutions provider to consumers, businesses and institutions globally. The company's offerings span IT infrastructure, global services, business and home computing, and imaging and printing. For the four fiscal quarters ended July 31, 2005, HP revenue totaled $85.2 billion. More information about HP (NYSE, Nasdaq: HPQ) is available at

(1) An IDC white paper, sponsored by HP, titled "Quantify the Business Benefit of IT Service Management", September 2004.

This news release contains forward-looking statements that involve risks and uncertainties, as well as assumptions that, if they ever materialize or prove incorrect, could cause the results of HP and its consolidated subsidiaries to 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 the expected development, performance or rankings of products or services; statements of expectation or belief; and any statement of assumptions underlying any of the foregoing. Risks, uncertainties and assumptions include the development, performance and market acceptance of products and services and other risks that are described from time to time in HP's Securities and Exchange Commission reports, including but not limited to HP's Quarterly Report on Form 10-Q for the fiscal quarter ended April 30, 2005, and other reports filed after HP's Annual Report on Form 10-K for the fiscal year ended Oct. 31, 2004. HP assumes no obligation and does not intend to update these forward-looking statements.

About HP

HP Inc. creates technology that makes life better for everyone, everywhere. Through our portfolio of printers, PCs, mobile devices, solutions, and services, we engineer experiences that amaze. More information about HP Inc. is available at