IT Service Management

HP Service Manager (SM) is  a comprehensive  and  fully  integrated  IT Service  Management  software  solution that enables IT to improve service levels, balance   resources,  control   costs,   and mitigate risk  exposure to  the organization.
 
The broad capability set of HP Service Manager  delivers  comprehensive  core and extended functionality in close alignment with the IT Service Lifecycle described by Information Technology Infrastructure Library version 3 (ITIL v3). The capability to manage services using a lifecycle approach, with consistent improvement built into the governance model, allows IT to truly enhance the value to the business.
 
To help facilitate close alignment with industry best practices as well as to significantly accelerate implementation and upgrade speed and increase “out of the box” usability, a wide ranging set of predefined  components  is  delivered  as an integral part of HP Service Manager. These components include:
 
  • Support for incident, problem, change, service request (interaction), self service catalog, and service asset and configuration management
  • Predefined roles, sample service level agreements (SLAs) and service level objectives (SLOs), and key performance indicators (KPIs)
  • Documentation and flowcharts for process, procedures, and high level work instructions
  • Improved, standardized screen layout with “smart indicators” to flag related information
  • Richer cross process functionality via a range of wizards

ITSM Implementation Services

 
Assessment & Roadmap
 

ResultsPositive performs current state assessments of organizational ITSM practices.  By determining a company’s current state, ResultsPositive can provide recommendations and assist with the development of a strategic roadmap for the organization to reach a predefined end-state.

Assessments may include the following areas:

  • Service Strategy
  • Service Design
  • Service Transition
    • Change Control & Release Management
  • Service Operations
    • Service Request Management
    • Incident Management
    • Problem Management
    • Knowledge Management
  • Continual Service Improvement
    • Pre-existing Service Level Agreements/Objectives, Key Performance Indicators, etc.
 
Upgrade
 
Let ResultsPositive perform your next AM application upgrade insuring that you maximize your investment by:
 
  • Maintaining support by obtaining the most current release
  • Gaining access to the latest features and functionality HP Service Manager has to offer
  • Minimizing the cost of upgrading by leveraging the expertise of our experienced consultants
 
Supplemental Services
 
ResultsPositive also offers the following IT Service Management services:
 
  • Policy & Process development
  • Solution Tuning
    • HP Service Manager
    • Key Integrations leveraging HP Connect-IT
  • Administration Training
  • End User Training