New HP OpenView Solution Helps Service Providers Assure Service-level Agreements

Service Quality Manager Software Delivers Enterprise-wide View of Service Levels -- and Ability to Manage in Real Time
PALO ALTO, Calif., Feb. 13, 2003

HP (NYSE:HPQ) today launched a powerful addition to the HP OpenView portfolio of management solutions.

Targeted initially at mobile and fixed service providers, HP OpenView Service Quality Manager software provides a single, real-time, enterprise-wide service management view of how well a business is delivering voice and data service to customers, as measured by service-level agreements (SLAs). Meeting SLAs is vital to service providers, as they compete on the quality of service they provide to customers.

As a part of HP's overall Integrated Service Management architecture, HP OpenView Service Quality Manager automates the definition, the real-time monitoring and the reporting of operational and customer SLAs. It also actively manages the network and enterprise infrastructure to ensure that SLA objectives are met. If service quality degrades below a defined threshold, corrective actions are automatically triggered and managers are notified immediately. Typically, the problem is resolved in real time -- before it impacts the customer.

In addition to managing SLAs, HP OpenView Service Quality Manager monitors and reports quality of service by aggregating key service indicators from all relevant domains, including the operator's own business processes. These reports enable companies to respond quickly to service problems.

The net result is total service quality management, according to Jim Grant, vice president, HP OpenView Business Unit. "HP OpenView Service Quality Manager is a serious competitive weapon for today's businesses. By automating a complex process, it helps operators proactively serve their customers -- and thus reduce churn. At the same time, it significantly reduces internal operational support system costs."

For an optimum service assurance solution, operators can combine the HP OpenView portfolio's industry-leading products for fault and performance management, service impact analysis and problem resolution. Performance management also can be extended to the end-user device. HP OpenView products offer the broadest infrastructure management capability in the industry. HP can assure, deliver and track usage of services from access devices, through network core, to service application.

HP OpenView Service Quality Manager is beginning field trials with large operators and is expected to be available worldwide in April. Many of these trials are being conducted with related HP OpenView products, including HP OpenView TeMIP and third-party products.

HP OpenView products are in use today with more than 400 service providers worldwide. Eight out of the world's 10 largest international carriers now have deployed HP OpenView software, and 70 percent of Internet devices are OpenView-managed.

"Service Quality Management (SQM) is a key focus area for communications service providers (CSPs) this year," said Sanjay Mewada, director of the Telecom Software Strategies practice at the Yankee Group. "CSPs need cross-domain visibility, reporting and automation across the network, service and customer layers to start delivering viable SQM offers to their customers. HP's Service Quality Manager is targeted at the real obstacles that CSPs face in making SQM a reality."

HP OpenView Service Quality Manager features a natively open, distributed architecture that gives service providers the flexibility to adapt to new operational support system requirements and to migrate smoothly to advanced network services.

Based on industry computing standards such as XML and Java, and operational support systems (OSS) such as the TeleManagement Forum SLA Handbook and ongoing service modeling work, HP OpenView Service Quality Manager also incorporates plug-in software adapters to interface easily with any OSS application or management system, business process or probe device.

In addition to HP OpenView Service Quality Manager, HP offers a broad range of products, partners, processes, consulting, integration and support services that enable network and service provider customers to quickly deploy, operate and benefit from their operational support systems investments.

About HP

HP is a leading global provider of products, technologies, solutions and services to consumers and businesses. The company's offerings span IT infrastructure, personal computing and access devices, global services and imaging and printing. HP completed its acquisition of Compaq Computer Corporation on May 3, 2002. More information about HP is available at

This news release contains forward-looking statements that involve risks, uncertainties and assumptions. All statements other than statements of historical fact are statements that could be deemed forward-looking statements. Risks, uncertainties and assumptions include the possibility that the market for the sale of certain products and services may not develop as expected; that development and performance of these products and services may not proceed as planned; 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 annual report on Form 10-K for the year ended October 31, 2002, as filed with the Securities and Exchange Commission on January 21, 2003, and subsequently filed reports. If any of these risks or uncertainties materializes or any of these assumptions proves incorrect, HP's results could differ materially from HP's expectations in these statements. HP assumes no obligation to update these forward-looking statements.

About HP

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