Data sheet
HPE ITSM Improvement Services
HPE Lifecycle Event Services
HPE ITSM Improvement Services are based on Hewlett Packard Enterprise's experience providing ITSM (IT Service Management) services across enterprise-class IT environments. The services help you improve and enhance your organization's ITSM maturity level with an ultimate goal of improving both effectiveness and your organization's ability to meet ever-increasing demands for your IT organization to enhance service levels and performance.
You can choose either the HPE Fundamental ITSM Improvement Service or the HPE Expanded ITSM Improvement Service.
The HPE Fundamental ITSM Improvement Service helps CIOs improve their organization's service quality by continuously increasing the organization's IT Service Management maturity in the areas of service support, service delivery, and technology management. The service is initiated with an ITSM assessment to identify potential risks in the areas of service support, service delivery, and technology management. The assessment is used to create a Service Improvement Plan, which is used to help address and mitigate the risks identified during the ITSM assessment. Also, during the term of the service, HPE provides ongoing advice and assistance to help you meet objectives outlined in the Service Improvement Plan.
The HPE Expanded ITSM Improvement Service helps CIOs meet service-level commitments to business groups by increasing maturity in all aspects of ITSM—including service support, service delivery, and technology management—as well as IT governance. The service begins when a business-critical consultant performs a detailed ITSM assessment covering both IT management and governance. During the assessment, HPE compares your IT processes, systems, workflow, organization, and relationship to the business functions to industry best-practices standards for the same parameters. The assessment identifies changes that can facilitate improving your organization's processes and overall effectiveness and help reduce risks.
Based on the assessment results, HPE and you will develop a mutually agreed-upon Service Improvement Plan to facilitate addressing the identified risks and improving IT service levels that can potentially improve your organization's delivery and support costs. The plan is a guide to review progress against the improvement goals and to provide focus on areas where HPE advice and assistance could facilitate improvements or help reduce risks.
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HPE Fundamental ITSM Improvement Service
- Improve IT operational effectiveness
- Improve availability of IT resources
HPE Expanded ITSM Improvement Service
- Mitigate/Reduce risks to availability
- Help Customer meet the organization's IT availability, performance, and security objectives
- Improve alignment between IT and business objectives
| Feature | Delivery specifications |
|---|---|
| Business-critical consultant | The Customer's business-critical consultant (BCC) is an ITSM specialist who is the Customer's primary contact for the ITSM improvement service. At a mutually agreed-upon time, the BCC initiates the service by leading an ITSM assessment, as defined for each service. Then using the assessment's findings, the BCC and Customer develop a Service Improvement Plan to facilitate reducing the risks identified in the assessment. The BCC also provides ongoing advice and assistance to the Customer. |
| HPE Fundamental ITSM Improvement Service | The HPE Fundamental ITSM Improvement Service helps CIOs improve the organization's ITSM maturity. The service includes:
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| HPE Expanded ITSM Improvement Service | The HPE Expanded ITSM Improvement Service helps CIOs meet IT's service-level commitments to business by improving the organization's ITSM maturity in aspects of IT Service Management and overall IT governance. The service, initiated by a business-critical consultant, includes:
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The Customer will:
- Provide any information Hewlett Packard Enterprise requests prior to initiation of the service or during the service
- Assign a designated person from the Customer's staff who, on behalf of the Customer, will grant all approvals; provide information; ensure that all hardware, firmware, and software that the Hewlett Packard Enterprise service specialist will need in order to deliver this service are available; and ensure availability of appropriate staff members, as requested by HPE, for interviews, reviews, analysis, presentations, or other service-related activities
- Identify and make available systems, applications, or IT services data, as requested by Hewlett Packard Enterprise, to initiate and carry out the service.
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HPE Upfront Support Services:
- HPE Proactive 24 Service HA111A1 option 66N (HPE Fundamental ITSM Improvement SVC)
- HPE Critical Service HA112A1 option 66N (HPE Expanded ITSM Improvement SVC)
HPE Contractual Services:
HPE Fundamental ITSM Improvement SVC HB705AC
HPE Expanded ITSM Improvement SVC HB706AC
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For more information on Hewlett Packard Enterprise support services, contact any of our worldwide sales offices or visit the following website: www.hpe.com/services/support
© Copyright 2006, 2012, 2016 Hewlett Packard Enterprise Development LP. The information contained herein is subject to change without notice. The only warranties for Hewlett Packard Enterprise 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. Hewlett Packard Enterprise shall not be liable for technical or editorial errors or omissions contained herein.
This data sheet is governed by the Hewlett Packard Enterprise current standard sales terms, which include the supplemental data sheet, or, if applicable, the Customer’s purchase agreement with Hewlett Packard Enterprise.
4aa0-3945enw, September 2016, Rev. 3