8
HP Operational ITSM Services at a glance
Whether you are looking to gain an understanding of your ITSM needs, educate your staff on best
practices and standards, or take advantage of ongoing services that can continually improve your IT
operations, we can provide the proven expertise and flexibility you need.
ITSM Assessment Services
HP will provide a detailed ITSM assessment and gap analysis that analyzes your IT organization s
ability to meet the service level commitments agreed with your business. The assessment clearly
identifies areas of risk to IT availability and any other weakness in your ITSM implementation. A
detailed gap analysis is provided and recommendations are made to address the issues identified. It
is a targeted, objective look at your specific business and IT processes, designed as input to a service
improvement process.
The assessment helps you understand where you need to make improvements in order to enhance
service levels and increase your efficiency and effectiveness. It tests your current practices against a
selection of the most relevant criteria chosen from a database of more than 1200 best practices
derived from the key industry best practices and standards for IT service management (including ITIL,
ISO/IEC 20000, CobiT, and others). These criteria do not reflect an arbitrary high bar that is
unnecessarily difficult to reach; HP has also designed a scoring mechanism that takes your specific
business environment into account, providing you with an assessment that genuinely reflects the
challenges your business faces. Another key advantage is that HP has already analyzed the relevant
sources of best practice and built criteria that provide an independent, objective, third-party
assessment providing a clear, accurate picture and saving you significant effort in deciding which
standards and best practices are right for you.
The assessment also provides a rationale for the scoring undertaken in each service management
area, and a detailed best practice is provided in response to each gap identified. This information
helps to establish just how much improvement is needed in each area, as well as the priorities and
timelines for your ITSM investments.
A detailed assessment report provides you with detailed explanations and information, including the
following:
" Risks to availability and the quality of service being delivered
" The level of ITSM maturity within your organization
" Efficiency and effectiveness of each service management process
" The quality of IT infrastructure deployed
Our full range of ITSM Assessment Services focuses on helping you identify service management gaps
and create workable action plans, with the goal of:
" Aligning IT priorities and investments to business needs
" Identifying areas of risk that could result in service-level commitments not being met
" Providing stability in the face of constant business and technology change
" Decreasing IT operating costs
" Improving the quality of IT services delivered
" Delivering more reliable business support
" Enhancing customer satisfaction
" Achieving greater flexibility
