Press Release: July 12, 2013

HP Eliminates Cost Barriers to Service Management Deployments

Per user/per month subscription model offers choice of on-premises and SaaS deployment models

PALO ALTO, Calif. — HP today announced a new subscription-based pricing model for HP Service Manager software, eliminating cost barriers for on-premises service management deployments, and enabling IT organizations to efficiently manage and rapidly deliver high-quality services.

A new style of IT is emerging, in which IT is expected to drive business growth. According to McKinsey Global Survey, nearly one-third of executives believe that IT-enabled business innovations will account for at least half of their companies’ earnings growth over the next five years.(1) To achieve that, IT organizations must speed delivery and ensure availability of critical services that drive innovation.

The new HP Service Manager subscription-based pricing model allows clients to select the service management deployment model that meets their specific business needs. By choosing an on-premises or Software-as-a-Service (SaaS) deployment of HP Service Manager, IT will have the ability to rapidly deliver high-quality services and ensure efficient service performance, without adding unnecessary costs.

“The new style of IT requires IT organizations to deliver innovative services while ensuring optimal performance—all with limited costs to the business,” said Tony Sumpster, vice president and general manager, Service and Portfolio Management, Software, HP. “The new HP Service Manager pricing model relieves clients of cost concerns when selecting the right deployment model, allowing them to freely pair on-premises and SaaS service desks to meet their unique business needs.”

Designed to complement the pricing model for HP Service Anywhere, the company’s cloud-based IT service management (ITSM) solution, the new HP Service Manager pricing model enables an IT organization to deliver a scalable, full-feature on-premises solution with licensing priced per user, per month.

For example, clients can leverage HP Service Manager to create a robust, on-premises corporate IT service desk, while simultaneously delivering individual department-level service desks with HP Service Anywhere. HP Service Anywhere is a simple-to-implement service desk SaaS offering that allows midsize and large organizations to be up and running within weeks.

HP Service Manager enables clients to:

  • Accelerate delivery of new IT services with Information Technology Infrastructure Library (ITIL) best practices.
  • Ensure availability of critical services by sharing and recording advice and communications that improve first-call resolution (FCR) rates, shorten handling times and reduce the number of escalations.
  • Speed Agile application development, expand portfolio investments and proactively manage software assets.

HP Service Manager provides comprehensive service desk capabilities, including the handling of inbound requests and IT service configuration information as well as incident, problem and change management, enabling clients to(2):

  • Resolve up to 90 percent of production incidents with first-level support.
  • Reduce monthly emergency changes by up to 50 percent.
  • Reduce ticket costs by up to 20 percent.
  • Improve FCR rates by up to 300 percent.

Pricing and availability

HP Service Manager is available worldwide directly from HP or via its ecosystem of channel partners. Named and concurrent license pricing will vary according to terms, quantity and location. Entry-level pricing is expected to start at $50 per user per month.(3)

Additional information about HP Service Manager, including a link to request a trial, is available at www.hp.com/go/smsubscription. A customer webinar is taking place on July 23 and also will be available on demand.


(1) McKinsey Global Survey, Spring 2013.

(2) Based on actual results as reported by HP customers. Results vary depending on client’s IT environment, available solutions and other variables.

(3) Estimated U.S. street prices. Actual prices may vary.


This news release contains forward-looking statements that involve risks, uncertainties and assumptions. If such risks or uncertainties materialize or such assumptions prove incorrect, the results of HP and its consolidated subsidiaries could differ materially from those expressed or implied by such forward-looking statements and assumptions. All statements other than statements of historical fact are statements that could be deemed forward-looking statements, including but not limited to statements of the plans, strategies and objectives of management for future operations; any statements concerning expected development, performance, market share or competitive performance relating to products and services; any statements regarding anticipated operational and financial results; any statements of expectation or belief; and any statements of assumptions underlying any of the foregoing. Risks, uncertainties and assumptions include the need to address the many challenges facing HP’s businesses; the competitive pressures faced by HP’s businesses; risks associated with executing HP’s strategy; the impact of macroeconomic and geopolitical trends and events; the need to manage third party suppliers and the distribution of HP’s products and services effectively; the protection of HP’s intellectual property assets, including intellectual property licensed from third parties; risks associated with HP’s international operations; the development and transition of new products and services and the enhancement of existing products and services to meet customer needs and respond to emerging technological trends; the execution and performance of contracts by HP and its suppliers, customers and partners; the hiring and retention of key employees; integration and other risks associated with business combination and investment transactions; the execution, timing and results of restructuring plans, including estimates and assumptions related to the cost and the anticipated benefits of implementing those plans; the resolution of pending investigations, claims and disputes; and other risks that are described in HP’s Quarterly Report on Form 10-Q for the fiscal quarter ended April 30, 2013 and HP’s other filings with the Securities and Exchange Commission, including HP’s Annual Report on Form 10-K for the fiscal year ended October 31, 2012.  HP assumes no obligation and does not intend to update these forward-looking statements.

© 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP 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. HP shall not be liable for technical or editorial errors or omissions contained herein.

Media contacts

About HP

HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. With the broadest technology portfolio spanning printing, personal systems, software, services and IT infrastructure, HP delivers solutions for customers’ most complex challenges in every region of the world. More information about HP (NYSE: HPQ) is available at http://www.hp.com