HPE ITSM Assessment Services

HPE Lifecycle Services

Service overview

The experience of Hewlett Packard Enterprise across thousands of enterprise-class IT environments has shown that periodic assessments are essential to your operational success. We recognize that your goal is to deliver against the service levels required by your business, and we can help you better prepare by helping you identify your areas of operational risk. HPE IT Service Management (ITSM) Assessment Services are modular services that provide you with a range of choices to address issues such as strategic business-IT alignment, operational process adequacy, systems and software configuration, and environmental robustness.


The comprehensive HPE ITSM Assessment Services portfolio offers four assessment levels, ranging from a single wide-focus management workshop to an in-depth assessment including multiple face-to-face interviews and detailed data-gathering exercises. Each of these assessment services starts with gaining an understanding of your business requirements and how they are reflected in your service-level objectives. The service then identifies critical readiness gaps and offers specific recommendations to help you balance the key elements of your operation, including processes and people, technology infrastructure, and your vendor support relationships.


Our assessment criteria have been drawn from our extensive experience in the design and support of enterprise-level business-critical solutions and industry and vendor best practices, such as the Office of Government Commerce (OGC) IT Infrastructure Library (ITIL) and the HPE ITSM Reference Model. These criteria focus on examining the people, processes, and technologies involved in end-to-end service delivery. To facilitate the assessment process, we utilize ITSM as a model that encompasses multiple components:

  • IT governance (including service management system, workforce and organization, and project management)
  • Service delivery (including availability, security, capacity, and performance management)
  • Technology and physical environment
  • Service support (including change, configuration, incident, service desk, and problem management)

These components are further segmented into individual topic areas, which are then assessed using predefined ITSM best-practice criteria.


Each HPE ITSM Assessment Service follows a well-proven four-phase process for capturing, analyzing, and reporting data:

  1. Planning and preparation. This phase starts with initial customer contact. Our business-critical consultant will explain the process and deliverables to you. With your help, appropriate interviewees are identified, and overall logistics are agreed upon for the on-site portion of the assessment. Where appropriate, a predelivery self-assessment will also be provided in advance of the on-site exercise.
  2. On-site interviews and data gathering. Depending on the depth of the assessment to be performed, our assessment team will visit your site to perform a number of interviews or workshops with your key staff and to undertake other data-gathering activities.
  3. Analysis and report writing. Our assessment team will analyze the information that is collected and provide a written report and/or a presentation of key findings, highlighting the identified strengths and weaknesses as well as outlining potential risks to the quality and reliability of service delivery.
  4. Presentation. A management presentation is arranged at your site to share the findings and recommendations. At the completion of the engagement, you will receive a copy of the presentation and/or documented report, depending on the service being delivered.

  • Service benefits

    HPE ITSM Assessment Services are designed to:

    • Assist you with improving your understanding of your organization’s strengths, weaknesses, and risks in terms of its ability to deliver reliable service
    • Provide a written report identifying and prioritizing areas where your IT infrastructure can be strengthened to improve service quality
    • Assist you with increasing your organization’s agility to manage and react to business change
    • Provide a reference point for subsequent service improvement initiatives
    • Help you align your IT environment with your business needs by leveraging our ITSM experience
    • Help you prepare for formal external ITSM certification, such as BS 15000 (British Standard for IT Service Management) or ISO 20000 (proposed International Standard for IT Service Management)
    • Enable you to select from modular, scalable assessments to help address your needs

  • Service feature highlights

    • HPE ITSM Quick Assessment Service
    • HPE ITSM Intermediate Assessment Service
    • HPE ITSM Comprehensive Assessment Service
    • HPE ITSM Custom Assessment Service

    Table 1. Service features

Feature

Delivery specifications

HPE ITSM Quick Assessment Service—HA248AE or HA248A1

HPE ITSM Quick Assessment Service is an HPE facilitated workshop of up to one day in duration that allows Customers to compare and contrast their organization’s IT infrastructure and processes against its availability and other business goals, and to compare them with ITSM best practices for reliable service delivery. The service includes:

  • Identification of potential strengths and weaknesses in the delivery of the Customer’s IT services
  • Analysis and presentation of workshop findings with recommendations
  • Comparison of results to stated availability goals

This service is recommended for Customers who are seeking awareness of service management concepts.

HPE ITSM Intermediate Assessment Service—HA252AE or HA252A1

HPE ITSM Intermediate Assessment Service includes:

  • Identification of major areas of risk to the delivery of the Customer’s service-level agreements with its end users, with key recommendations to address those risks
  • 8 to 12 interviews with appropriate Customer staff to examine vital criteria within each of HPE’s assessment topic areas
  • Documented report with a presentation of findings

This service is recommended for Customers who are seeking to identify specific risks to service quality and for Customers who have an HPE Critical Service level of support.

HPE ITSM Comprehensive Assessment Service—HA250AE or HA250A1

HPE ITSM Comprehensive Assessment Service includes:

  • Assessment of efficiency and effectiveness of technology and IT Service Management practices that underpin the delivery of key business solutions
  • Examination of our assessment criteria during 15 to 20 interviews with appropriate Customer staff and during follow-up data-gathering exercises, such as physical configuration audits and documentation reviews
  • Gap-analysis-style report that can be used to drive focused service improvement activities
  • Formal presentation of findings

This service is recommended for Customers who seek to improve the availability, cost-effectiveness, and/or quality of an IT service, and for those Customers who are embarking on a formal service improvement program or preparing for external ITSM certification such as BS 15000 or HPE SP Signature certification.

This service is also recommended as an entry point to our Mission Critical Partnership support level.

HPE ITSM Custom Assessment Service—HA331AE or HA331A1

HPE ITSM Custom Assessment Service is a flexible assessment that can be individually tailored to address specific Customer concerns or need for assistance with any aspect of people, process, and technology involved in the delivery of critical IT services.

This service will be subject to a Statement of Work, which may include:

  • Fully customizable scope and variable depth of assessment in each area, ranging from a few days to many weeks of effort
  • Deployment of data-gathering tools to provide further proof points and cross-validation
  • Technical audits
  • Production of configuration diagrams
  • Construction of availability models and what-if scenarios using our unique AVANTO modeling tool
  • Gap-analysis-style report with a formal presentation of findings that can be used to drive focused service improvement activities
  • Service-improvement planning workshops, with recommendations

This service is recommended for Customers who are looking to implement service improvement programs, who require advice and guidance in specific areas, or who are striving for high levels of service quality and availability.

This service is required for Customers with Mission Critical Partnership’s shared risk and reward agreement.

  • Service limitations

    • Services are conducted during HPE standard business hours, Monday through Friday excluding HPE holidays.
    • The HPE ITSM Assessment Services do not include any remedial activity, configuration changes, specialized system configuration analyses, or a complete patch analysis. The HPE Custom ITSM Assessment Service can be configured to perform detailed configuration changes and patch analysis if agreed upon by HPE and the Customer in advance.

  • Customer responsibilities

    The Customer must assume the following responsibilities for Hewlett Packard Enterprise to deliver any of the HPE ITSM Assessment Services:

    • Identify the systems, applications, or IT services to be covered by the engagement
    • Provide the information requested by HPE prior to service delivery
    • Ensure availability of appropriate staff for interviews, presentations, and other service activities, as requested by HPE

  • Supplemental terms

    The following supplemental terms apply to these services and take precedence in the event of any conflict:

    • Upon receipt of an acceptable order, HPE will contact the Customer within seven (7) business days to organize a service delivery date. Service delivery dates are subject to resource availability and may be scheduled up to 30 days from the order acceptance date.
    • The Customer must schedule and receive delivery of these services within 180 days from order acceptance. HPE reserves the right to reprice for services not scheduled and delivered within 180 days. Backorders or shipment delays may affect the delivery timeline. Orders for services will expire after 365 days (one year) from the order acceptance date for services not scheduled and delivered, and the Customer will not be entitled to a refund for the unused services.

  • Ordering information

    Before ordering, the Customer should discuss any specific requirements with an HPE consultant to identify the service that will address the Customer’s needs. To order any of the HPE ITSM Assessment Services, contact a local HPE representative, referencing the following product numbers:

    • HPE ITSM Quick Assessment Service—HA248AE or HA248A1
    • HPE ITSM Intermediate Assessment Service—HA252AE or HA252A1
    • HPE ITSM Comprehensive Assessment Service—HA250AE or HA250A1
    • HPE ITSM Custom Assessment Service—HA331AE or HA331A1

Learn more at

HPE.com/services/support

HPE.com/services/lifecycleservices

© Copyright 2024 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.

5982-0093enw, Rev. 5

Recommended for you