This presentation analyzes the implementation of IT Service Management (ITSM) at Hewlett-Packard (HP). It begins with an overview of ITSM and the differences between ITSM and ITIL. The presentation then details HP's implementation process, covering service strategy (portfolio, financial, demand, and business relationship management), service design (IT service continuity and information security management), service operation (problem, incident, and event management), continual service improvement (Deming Cycle), and service delivery (capacity management). The presentation highlights how ITSM enhances business propositions by improving efficiency, introducing self-efficient services, and increasing control over the ITSM governance framework. The conclusion emphasizes the importance of ITSM in transforming a business's culture and increasing profitability and customer satisfaction. The presentation references key academic sources to support its findings.
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