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HP IT - ITIL / HP ITSM - - ITSM Revision-1.1 2004 Hewlett-Packard Development Company, L.P. HP IT - Current Global Deployment : 140,000 : 72Billion US$ (2002 ) Applications 5,000 Databases 7,928 PC Managed desktops 182,354 E Weekly email volume 26,300,000 IT Monthly calls 155,028 IT professionals Managed Services: 3371 + IT: 6308 Managed storage 679 Terabytes routers switches 11,963 6,320 Servers 20,801 Sites networked Countries 1,193 >170 2 Page 1

IT 3 IT 6 Page 2

IT IT IT IT IT IT 7 HP 8 IT EA ITSM/ITIL SLA IT EA SOA EA 2 3~5 Page 3

HP IT Managing HP IT as an Adaptive Enterprise RoIT (Return on IT) : IT - - IT simplification + + standardization modularity + integration 9 HP IT 10 Page 4

(EA) (enterprise) Program Mgmt. Office ITIL (HP ITSM) Plan Of Record IT IT Global Method 12 HP IT (EA) IT IT EA IT EA EA CIO IT 13 Page 5

Program Mgmt. Office 4 5 1 Strategy 3 Enterprise EA ITSM Architecture (EA) Governance IT 2 Plan Of Record 14 ITIL 1. 2. 3. process A Process D Process C Process E Process B Process n.. 1996 16 Page 6

ITIL (HP ITSM) ITIL(IT Infrastructure Library IT ) IT IT ITIL Public Domain What HP ITSM ITIL HP ITHow HP ITSM IT 18 HP ITSM Business - IT Alignment Operations Bridge Service Delivery Assurance Service Design & Management Service Development & Deployment 19 Page 7

People Applications Databases Internet/ Intranet Process Clients Networks Servers HP ITSM Business - IT Alignment Operations Bridge Service Delivery Assurance IT Service Delivery Assurance Service Design & Management Service Development & Deployment 20 Business - IT Alignment / Operations Bridge IT (IT ) ( ) Service Design & Management IT Service Development & Deployment 21 Page 8

ITSM HP OpenView Servide Desk 22 HP ITSM IT IT 23 Page 9

ITIL(HP-ITSM) HP HP ITIL(HP-ITSM) ITIL(HP- ITIL HP-ITSM) - ITSM) - IT - ITIL IT - IT IT - - ITIL(HP-ITSM) - ITIL(HP-ITSM) 26 IT Index CMM (Capability Maturity Modeling) COBIT 4 ITSM/ITIL Security Policies (ISO 17799) ISO 9000:2000 2 0 NON-EXISTENT 1 INITIAL / AD HOC - Awareness - Informal processes REPEATABLE BUT INTUITIVE - Similar Process Done by Different People 3 DEFINED PROCESS - Standard process Defined & Documented - Training and general awareness MANAGED & MEASURABLE - Establish measurable goals Objectively managing performance 5 OPTIMISED - Improving process effectiveness - Regular Process Reviews 28 Page 10

HP IT Journey HP ( ) ( ) ) 30 HP 2004 Hewlett-Packard Development Company, L.P. Page 11

HP fundamentals hp (notice) (choice) (access) (accuracy) (onward transfer) (security) / (enforcement/oversight) hp onward transfer safe harbor 33 DB HP OpenView Select Access XML Web IIS, Apache, BEA WebLogic, WebSphere etc WSE, Axis, Liberty Alliance Select Identity ID NOS E- (SAML) HP OVO Windows2003, LDAP HP-UX, Solaris, Siebel, SAP, Active Directory, Oracle, RedHat PeopleSoft etc OpenLDAP etc 34 Page 12

IT 100 INCIDENT Call PROBLEM 10 KNOWN ERROR RFC 90 Y? N Impact Code Incident No HD? Y N Problem Mgt 2004107 HP service desk 4.5 page 28 Incident Incident Control Problem Problem Control Known error Error Control 2004107 HP service desk 4.5 page 29 Copyright 2004 All rights reserved. Page 14

RFC 5W1H IT DB,,,,etc Urgent, High,Medium,Low Contingency Plan Contingency Plan Change!! Change Manager CAB (Change Advisory Board) 2004107 HP service desk 4.5 page 30 IT IdentifyCI (Configuration Item) Control Status Verification Configuration Item Planned Scheduled Test Live Archive DB (System,Application) 2004107 HP service desk 4.5 page 31 Copyright 2004 All rights reserved. Page 15