Seeking to lower the barriers to adopting effective IT service management (ITSM), HP is adding an “express pack” and assessment services to OpenView.
HP is to announce the IT Service Management Express Pack for consolidated service desk, containing documentation and templates for developing and implementing best practices based on the ITIL (IT Infrastructure Library) framework. It will handle trouble ticket resolution, plus workflows for change management, configuration management, service level management, incident management, problem management, and service desk management.
By providing examples and templates, the Express Pack is intended to make it easier for IT operations to codify and consistently implement practices based on ITIL.
For instance, when you codify a change management process, roles and responsibilities must be defined. Additionally, you need to maintain an audit trail showing who is requesting the change, the system and process dependencies impacted by the change, the relevant deliverable or milestone dates, and of course, the status of the change. The Express Pack includes a template for the process plus the forms and data extensions that are necessary for the change configuration management database.
As part of the offering, HP will also offer assessment services at varying levels of detail to identify the strengths and weakness of IT service management processes. However, HP is careful to clarify that these are not ITIL certification services, a business it obviously does not want to be in.