HP Critical Service

HP Mission Critical Service
Technical File ID: CS_05
23 of 25
6.5
Information System
Intelligent
Operations
Management Service
– Smart ITSM
Briefing:
HP's information system intelligent operations management service takes HP IT service
management (ITSM) reference model as theoretical basis, with the focus on routine operations
of modern enterprises' IT department - configuration management and incident (fault)
management as the core. Through the installation and deployment of Smart ITSM software,
it renders your IT department's routine operations more automatic, standardized and
intelligent.
HP information system intelligent operations management service is suitable for the
operations management plan of Chinese enterprises' IT department.
Scope of Work:
• Unexpected incidences (Fault) flow design:
 Record of service call received
 Record of incident information
 Carry out classification
 Prioritization of incidences
 Separate incident settlement
 Incident upgrading
 Tracking incident settlement process
 Incident settlement
 Notify user
 Case closed
• Flow design of configuration management and daily maintenance of HP contract system
configuration:
 Organization configuration item information document
 Initialization data in the Configuration Management Database (CMDB)
 Maintenance of configuration item in the Configuration Management Database (CMDB)
 Checking and updating of data in the Configuration Management Database (CMDB)
 Management version control of configuration item
 Guaranteeing the uniformity and completeness of the configuration item in the
(CMDB) through timely updating
Table7. China Hewlett-Packard Call to Repair Commitment
Zone Distance from HP Support Office (KM) Hardware Repair Time (Hour) Comments
Zone 1 0-40 6 hours
Zone 2 41-80 6 hours
Zone 3 81-160 8 hours
Zone 4 161-240 N/A
Zone 5 241-320 N/A
Zone 6 321-480 N/A
Outside Zone 1 481-750 N/A
Outside Zone 2 751-1,500 N/A
Outside Zone 3 Beyond 1,500 N/A