ITECH7400: Hewlett-Packard's Approach to IT Service Management

This report discusses the implementation of Information Technology Service Management (ITSM) at Hewlett-Packard (HP). It covers various aspects of ITSM, including its relationship with ITIL, governance and risks, service strategy (portfolio, financial, demand, and business relationship management), service design (IT service continuity and information security management), service operation (problem management), continual service improvement (Deming cycle), and service delivery (capacity management). The report highlights how HP utilized ITSM to enhance its business proposition by improving efficiency, introducing self-efficient services, and increasing control over IT governance. The conclusion emphasizes the positive impact of ITSM on organizational culture, service delivery proficiency, and customer satisfaction within the information technology sector.

Running Head: INFORMATION TECHNOLOGY SERVICE MANAGEMENT
Information Technology Service Management
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Table of Contents
Introduction:...............................................................................................................................3
Company overview:...............................................................................................................3
Discussion:.................................................................................................................................3
ITSM and ITIL:......................................................................................................................3
Aspects of ITSM at Hewlett-Packard:...................................................................................4
IT service management:.........................................................................................................4
Governance and risks:............................................................................................................4
Service strategy:.........................................................................................................................4
Service Design:..........................................................................................................................5
Service operation:.......................................................................................................................6
Continual service Improvement:................................................................................................6
Service delivery:.........................................................................................................................6
ITSM and professional culture:..................................................................................................7
ITSM in enhancing business proposition:..................................................................................7
Conclusion:................................................................................................................................7
References:.................................................................................................................................8

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Introduction:
Information technology service management is a type of management process
consisting of activities that are required to provide service to organisations with the help of
different management strategies and tools (Mora et al., 2014). Implementing Information
Technology service within organisation helps in providing benefit to the organisation by
customizing the services according to the business needs of the company. The following
report is prepared so as to discuss the application of ITSM in the well-known organization of
Hewlett- Packard and to describe how the company took measures to implement it.
Company overview:
Hewlett-Packard often referred to as HP is a well-known multinational information
technology-based company having its headquarter at Palo Alto, California. The major
product lines of the business of HP includes personal computing devices, networking
products, diverse range of printers and other ranges of product. The company of HP, seeks to
improve their operational activities when supporting and delivering the IT services and thus
took measures to implement the ITSM within their business.
Discussion:
ITSM and ITIL:
The major difference between ITSM and ITIL is that-
ITSM is a set of organized people who shares a common knowledge area and skill sets that
are obtained from wide range of organized educational schemes. On the other hand, ITIL or
Information Technology Infrastructure Library refers to the framework that is used within
organisations which aims at implementing ITSM (Iden & Eikebrokk, 2014).

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Aspects of ITSM at Hewlett-Packard:
IT service management:
The ITSM strategy that is taken up by the company of HP, consisted of set of
components which includes the IT governance, physical and technological environment,
service support and service delivery (Cruz Daza, 2014).
Governance and risks:
The implementation of ITSM within the firm of HP allowed the company to
overcome the risks that are associated within the information assets of the company and
helped in achieving goals in the governance field. While implementing the ITSM, HP
succeeded in growing more importance in the IT governance and thus achieved greater
attention from vendors to the capabilities that they offer.
Service strategy:
For any companies, in order to implement the ITSM within their business process, needs
to follow certain strategies’ in the service level of ITIL (Al Mourad & Hussain, 2014). For
the company of HP, the measures that are taken with respect to the following strategies
includes-
1. Portfolio management strategy- The company of HP strongly required some
improved changes in the management of the lifecycle of the applications that they
offer. As a mean to do so, Hp adopted the portfolio management strategy and
implemented the HP PPM center software which allowed certain benefits to the
company including positive ROI within the first year, average savings up to 12.6
percent in the IT budgets and many more.
2. Financial management strategy- Managing Finance is an important factor for every
sector. As a means to adopt the financial strategy, HP presented a plan to deliver $2.7

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billion in the ongoing reductions in cost that are associated with the separation to the
ES business. The company maintained a disciplined capital allocation framework to
drive its value of shareholders.
3. Demand management strategy- Managing demand of the business as well as ogf the
customers is an important part for any information technology company. As apart oof
managing the demand of the business based on the projects and non-project requests,
HP implemented the HP PPM Center Demand Management software that works
efficiently in managing the workflow process of the company and helps in automating
the business process with the help of best process methodologies.
4. Business relationship management- As apart of managing the business relationship,
the company of HP implemented the CRM database within their organisation so as to
enhance the customer relationship between the business and its services. The CRM
business intelligence tool used by HP helps in achieving valuable information about
its customers related to detailed analysis and the service operation offered to them.
Service Design:
In order to ensure cost effective services, the service design phase is very much important
and thus the following strategies needs to be taken up by companies-
1. IT service continuity management- The IT service conytinuity management plan
that is adopted by HP provides a business continuity solution that helps the various
units of the business to develop comprehensive plan s to put into action in case of any
event disaster (Marrone et al., 2014).
2. Information security management- The company of HP took a holistic approach in
developing a HP service management framework in order to balance the risks that are

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faced with in various information assets creating impact in the organization’s data
security.
Service operation:
The next step of implementing ITSM depends on the service operation phase which
consists of the following strategies in management-
1. Problem management: HP company faces a lot of uncertainty and layoffs in its
business process. The company also faces problem due to lack of innovation and thus
to adopt problem management strategy, the company implemented the Business
Service Automation Platform that was designed to manage the IT systems more
efficiently by automating changes and auditing process across the technological
aspects in the business.
Continual service Improvement:
The final stage of implementing a successful ITSM within an organisation is by
implementing a continual improvement strategy.
1. Deming cycle: As a part of the continual improvement strategy, the Deming cycle
pays a very crucial part as it improves and learns the models that are used within the
company. The process of Deming cycle consists of planning the objectives of the
business, implementing the plan that are associated, collecting data, analyzing the
outcomes, and finally implementing the changes based on the results.
Service delivery:
1. Capacity management- The process of developing the resources of business
according to future needs is termed as capacity management. As a part of this

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strategy, HP implemented the Non-Stop Service Capacity planning so as to determine
the future needs and accordingly develop business process (Mesquida & Mas, 2015).
ITSM and professional culture:
Managing the professional culture within a business is an important factor in order to
implement successful ITSM. Application of IITSM often leads to considerable changes
within the business leading to shift in the culture of the organisation (Vicente, Gama & da
Silva, 2014). HP implemented the ITS within their company to raise awareness on the
validation of the organisation while changing the culture of managing the organization prior
to the implementation of ITSM.
ITSM in enhancing business proposition:
ITSM plays an important role in enhancing the business proposition by addressing the
benefits like improving efficiency of the business process, introducing self-efficient services,
increasing control over governance of the ITSM frameworks and many more (Goldberg,
Satzger & Fromm, 2016). The business organization of HP befitted in terms of its enterprise
services as well as gaining customer satisfaction with the implementation of the ITSM.
Conclusion:
Thus, from the report it can be concluded that implementation of ITS in-business
sectors brings notable changes within the culture of the organisation increasing the
proficiency of the business based on its service delivery and increased customer satisfaction
in the market of information technology.

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References:
Al Mourad, M. B., & Hussain, M. (2014). The impact of cloud computing on ITIL service
strategy processes. International Journal of Computer and Communication
Engineering, 3(5), 367.
Cruz Daza, G. A. (2014). Methodology for a practical implementation of management
standards in concrete service provisioning scenarios (Master's thesis, Universitat
Politècnica de Catalunya).
Goldberg, M., Satzger, G., & Fromm, H. (2016). Adapting IT service management for
successful multi-sourcing service integration.
Iden, J., & Eikebrokk, T. R. (2014). Using the ITIL process reference model for realizing IT
governance: An empirical investigation. Information Systems Management, 31(1), 37-
58.
Marrone, M., Gacenga, F., Cater-Steel, A., & Kolbe, L. (2014). IT service management: A
cross-national study of ITIL adoption. CAIS, 34, 49.
Mesquida, A. L., & Mas, A. (2015). Integrating IT service management requirements into the
organizational management system. Computer standards & interfaces, 37, 80-91.
Mora, M., Raisinghani, M., O'Connor, R. V., Gomez, J. M., & Gelman, O. (2014). An
extensive review of IT service design in seven international ITSM processes
frameworks: Part I. International journal of information technologies and systems
approach (IJITSA), 7(2), 83-107.
Vicente, M., Gama, N., & da Silva, M. M. (2014). A Business Motivation Model for IT
Service Management. International Journal of Information System Modeling and
Design (IJISMD), 5(1), 83-107.

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