HP Incident & Problem Management Solution

Solution Brief

HP Software Professional Services has developed a best-practice, customizable solution package that provides specific guidance on how to effectively design and implement an Incident & Problem Management solution that improves the quality of your IT service delivery. Overview
Every day, your IT organization faces a set of competing challenges. On one hand, IT must adapt to constant change, greater complexity, and expanding user demand. At the same time, IT must play an increasingly important role in driving overall business results. With so much riding on ITs shoulders, one fact becomes clear: Your enterprise simply cannot afford ineffective IT service management (ITSM). Meeting those challenges requires the service desk to evolve, implementing new processes and practices to resolve service issues faster and more effectively. IT results are measured by a single criterion: business outcomes. HP Incident & Problem Management Solution will help you to accelerate your organizations business growth by defining a clear link between business services and IT services. This solution will help you better manage IT costs associated with business services, and will help you to mitigate risks by respecting SLAs and automating business requests. Using our packaged solution, we can decrease the time to design and implement an Incident & Problem Management solution by leveraging proven IP, and can also reduce risk with intellectual property developed and packaged from years of ITSM expertise and numerous client engagements.

Proven Intellectual Property for Incident & Problem Management

HP IT Service Management is a major initiative that covers the design and architecture of IT operations processes based on ITIL and industry best practices to optimize service levels, quality, and cost targets, thus transforming IT organizations from technology management to effective service providers. HP Incident & Problem Management Solution leverages ITIL-based processes and HP Service Management software that streamlines incident and problem management processes, providing effective user assistance and management control. The solution includes ITSM process from the HP Service Management Reference Model (SMRM), created specifically to help IT organizations through this process and facilitate the successful realization of their service management and business goals. SMRM functions as a high-level, fully integrated process relationship map designed to help organizations rapidly and effectively apply ITIL guidelines. This ITIL-based model has evolved from HPs extensive experience in delivering service management solutions to customers as well as within HP. The Service Management Reference Model processes for Incident & Problem Management are predefined, deeplevel processes already documented at several levels from process guides, workflows, and work-instructions down to preconfigured tool settings, resulting in faster time to value for standardized process and software implementation. Evolving from this basis with agreed enhancements required for your company makes this an optimal solution allowing for rapid deployment as well as large-scale solution implementation and enduser acceptance.

Leverage HPs proven experience in how to effectively design, build, and apply Incident & Problem management processes within your organization: HP Software Professional Services will provide your project with content and intellectual property such as: Predefined work packages and effort estimates Project plan with milestones Various workshop design materials, including: process documentation role descriptions RACI Matrix workflows work instructions tool settings Sizing calculator Detailed solution design document template

The major phases and activities are: Analyze & Plan Project Kickoff Project Planning Use-Case Definition Design Interaction Management Incident Management Self-Service Problem Management User Master Data Architecture Interfaces Documentation

You can also make use of HPs broad BTO Software and Solution portfolio to improve the maturity of your process landscape and flexibly address additional Service Management processes from strategy through continual service improvement.

Service Planning and Deployment

The HP Service Delivery Framework provides a comprehensive, iterative, phased approach from analysis through deployment.

Build & Test Install Basic Toolset Load User Master Data Configure Modules Configure Interfaces Perform Required Tests Documentation Deploy Support Deployment Operate & Support Reporting Enablement Training Coaching

Project Management and Management of Change activities complete the offer along with your inputs from the first planning session.

Service Delivery Framework

1. Analyze & Plan

2. Design

3. Build & Test

4. Deploy

5. Operate & Support

Implementation approach Scope of the solution Set up Project team Identify requirements Functional Technical Reporting Integrations

Design People Processes Technology Plan subsequent phases

Configure Modules Support release to production Load data Go live Implement Post go live issues Interfaces Perform required tests

Validate solution functionality Sign off Release On-going support of the processes Knowledge transfer Enablement

Quality Management Option

HP Software Professional Services Quality Management for Service Manager Accelerator provides a comprehensive solution option for ensuring the quality, security, and performance of Service Manager deployments. The Quality Management for Service Manager Accelerator includes a QM license model for the duration of your HP Service Manager project. This will be used by the HP consultants to deliver manual functional testing as well as load and performance testing.

The broad capability set of HP Service Manager delivers comprehensive core and extended functionality in close alignment with the IT Service Lifecycle described by ITIL v3. HP Service Manager software is at the core of our ITIL-based solutions, and combines with a powerful suite of operations and extended service management software from HP to provide some of the most robust solutions on the market today. To help facilitate closer alignment with industry best practice as well as to significantly accelerate implementation and upgrade speed, and increase outofbox usability, a wide-ranging set of predefined components is delivered as an integral part of HP Service Manager. These components include: Support for incident, problem, change, service request (interaction), selfservice, and service asset and configuration management Predefined roles, sample service level agreements (SLAs) and service level objectives (SLOs), and key performance indicators (KPIs) Documentation and flowcharts for process, procedures, and high-level work instructions Improved, standardized screen layout with smart indicators to flag related information Richer cross-process functionality via a range of wizards

Service Limitations
This service will be delivered as a single, continuous event. Environments requiring multiple engagements or phases over longer periods of time are not included in this service, but can be accommodated at additional cost through the Statement of Work. Customer Responsibility Contact an HP Professional Services specialist to schedule the delivery of the service Assign a designated person from the customers staff who, on behalf of the customer, will grant all approvals, provide information, attend planning, and otherwise be available to assist HP in facilitating the preparation of the detailed Statement of Work for this service Plan the availability of all hardware and software required by the HP Professional Services specialist to deliver this Service Retain, and provide to HP upon request, all original software licenses, license agreements, license keys, and subscription service registration information, as applicable for this service

Existing HP Service Management customers can, via the upgrade process, combine the best of their current implementation (including retention of existing data) with the new out-ofbox best practice information. Migration utilities are populated with the ITIL v3 best practices content as a starting point. Backward compatibility is supported.

Industry-Leading Technology
Take advantage of our leading HP Service Manager software as the foundation upon which to build the service management capabilities your organization needs. HP Service Manager is a comprehensive and fully integrated ITSM software suite that enables IT to improve service levels, balance resources, control costs, and mitigate risk exposure to the organization.

HP Service Management Leadership

As a pioneer in service management, HP provides a broad portfolio of service management services and solutions. With countless successful HP Service Management implementations across a range of industries and businesses of all sizes, HP is ready to help you assess your current situation and assist you in making the transformation from managing infrastructure to service innovation. HP advantages include:

Over 20 years of experience deploying service management solutions More than 12,000 ITIL-certified IT professionals HP Software is the sixth largest software company in the world. HP BTO Software products have been recognized as market leaders by industry analysts such as Forrester Research and Gartner. HP has long provided authors and reviewers of ITIL books, including the Service Operations book and glossary for ITIL v3, and has participated in the process model development team. HPs complete Service Management solution portfolio includes consulting, ITSM assessments, ITIL education, outsourcing, and management software

Software-as-a-Service
HP delivers HP BTO Software that is ready to use and is always there 24x7, along with a team of experts who mentor customers on using HP Software to increase adoptions and the value of their software investment. Decide on the sourcing strategy for your service management technology, and check the HP Software-as-a-Service offering including the new Enterprise Value Suite for Service Manager.

For More Information

To learn more about how HP Software Professional Services can help you with your ITSM initiatives, contact your HP representative or email HP Software Professional Services in your region:

Education and Training

HPs education experts can provide the trainings your staff needs to manage your BTO solution effectively and maximize the value of your software investment.

www.hp.com/go/ITSOprofessionalservices

HP is the global leader in business technology optimization (BTO). We are committed to helping customers optimize the business outcome of IT. www.hp.com/go/software

Support Services
HP provides high quality software services that address all aspects of your software application lifecycle needs. The wide range of HP service offerings, from online self-solve support to proactive mission-critical services, enable you to choose the services that best match your business needs.

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Copyright 2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. 4AA0-7113ENW, Created September 2010