Operational IT Service Management (ITSM)

Operational IT service management (ITSM)

Executive summary............................................................................................................................... 2 Strategic challenge: How can you continually improve the quality of your IT service?................................... 2 Creating an IT organization that easily adapts to new challenges.............................................................. 3 Maintaining alignment with the business and adapting to change.......................................................... 3 Consistently delivering high-quality services......................................................................................... 3 Reducing IT and business risk ............................................................................................................ 3 Reducing costs of IT operations.......................................................................................................... 3 Eliminating distractions ..................................................................................................................... 3 ISO/IEC 20000: an international quality standard for ITSM ..................................................................... 4 Improving day-to-day service activities with ITSM..................................................................................... 4 Relying on operational ITSM ................................................................................................................. 5 Achieving consistent, high-quality service is not easy............................................................................ 6 How can HP help?............................................................................................................................... 7 Transformational and operational ITSM .............................................................................................. 7 Developing the service improvement plan ........................................................................................... 7 Establishing metrics for success ...................................................................................................... 7 Implementing the service improvement plan..................................................................................... 7 Re-evaluating to accommodate continual business change................................................................. 7 HP Operational ITSM Services at a glance ............................................................................................. 8 ITSM Assessment Services ................................................................................................................. 8 Education services............................................................................................................................ 9 Mission Critical Partnership (MCP) Service .......................................................................................... 9 ITSM Improvement Services ............................................................................................................. 10 The HP difference .............................................................................................................................. 10 Find out more.................................................................................................................................... 12 Executive summary
Over the years, information technology (IT) has become so essential to the business world that it would be impossible for most companies to function, let alone succeed, without it. Demands that business-critical systems run at peak performance, enable strategic changes, and drive revenue growth are escalating. At the same time, CEOs are looking for reductions in IT expenditure. The result is an increasing gap between business demands and IT's ability to keep up. IT organizations are faced with the challenge of controlling costs while increasing IT's value to the business. They need to "do more with less" and to shift their value from that of a technology provider to that of a strategic partner providing business value. To meet this need, IT organizations must evolve into trusted service providers that adapt quickly and offer the cost-effective, reliable, flexible IT services so critical to today's business initiatives. This evolution is not easy. It requires that the IT org... [download for more]