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HP Transitions Peregrine, Remedy, Tivoli and CA Users to Next Level in IT Service Business Management

Customers Such as Hoffmann-La Roche and Avaya Improve Return on Investment by Switching to HP OpenView Service Desk
PALO ALTO, Calif., Nov. 13, 2002

HP (NYSE:HPQ) today announced a new program that eases the difficulty and costs of migration for companies that have elected to switch to HP's all-in-one service management solution, HP OpenView Service Desk. Customers such as Avaya, Ciba SC, Hoffmann-La Roche and more than 40 others have all transitioned smoothly to the HP OpenView Service Desk solution using the migration program.

Switching from Peregrine, Remedy, IBM Tivoli, CA and other vendors, these customers drew on the strengths of HP's new program which offers lowered costs of up to 50 percent, while enabling the move towards true service management. Program components include an assessment of expenses and risks of customers' current service management systems as well as services and automation tools for a smooth transition to HP OpenView Service Desk.

"Our challenge was to implement a consistent global service management process, which allowed for regional variations and local procedures," said Thomas Schell, worldwide project manager, Hoffmann-La Roche. "Due to these challenges, we decided to switch from several Remedy systems, used around the world, to one central HP OpenView Service Desk installation. This change provided us with an all-in-one service management solution, saving us a considerable amount of money."

The HP OpenView Service Desk solution works with enterprise and service provider organizations to automate business processes, services and infrastructure for all departments. Based on IT Infrastructure Library standards, HP OpenView Service Desk offers out-of-the-box functionality without compromising on flexibility or openness.

"We switched from Remedy to HP because its software provided us with the opportunity to reconfigure our own systems and not develop or invest in new ones, which takes time and is costly," said Mark Whatman, senior IT manager, Avaya. "The HP OpenView Service Desk worked right out of the box, which helped us configure, integrate and deploy our solutions under three months."

"The additional efforts and resources required in supporting Remedy as our service management solution made the decision to switch to HP OpenView Service Desk an easy one," added Jean-Philippe Draye, system architect manager, Avaya.

To support its helpdesk, Global Information Technology and Consulting (GIC) installed the Peregrine Service Center solution several years ago, but the product no longer met their demands. "Thanks to the HP solution, we now have the capability to implement customer-specific SLAs (service-level agreements)," said Karl Jauker, manager PC/LAN, GIC.

A leading worldwide specialty chemical company, Ciba SC, currently has its IT department serving more than 15,000 users. In order to streamline change and configuration processes and to consolidate service desk tasks, Ciba SC started a global service desk consolidation project.

"We have decided to build our new Consolidated Service Desk solution with HP OpenView and to switch from our existing help desk to HP OpenView Service Desk because of its ease of use, strong ITIL compliance and HP's extensive consulting experience in this area," said Jean-Claude Meyer, Ciba Service Desk project manager.

In addition, a large governmental organization with more than 1,000 IT employees and one of the world's most complex IT infrastructures has now successfully ported to HP OpenView Service Desk. Previously, the organization was using two separate Peregrine Service Center products for incident and configuration change management.

Each time configuration changes were required, it was not possible to assess the implications of the changes, which exposed them to risk. To resolve the situation and reduce risk, this organization, with the help of HP Services, successfully implemented HP OpenView Service Desk.

HP OpenView Service Desk helps customers manage their business services to defined service-level agreements and the complete infrastructure upon which the service relies. It seamlessly brings together operational and customer management, enabling enterprise organizations and service providers to differentiate service levels and successfully manage the customer or end-user experience.

"Today IT organizations face the challenge of providing better services and improving business accountability with fewer resources," said Jim Grant, general manager, HP OpenView Business Unit. "Customers are choosing HP over competitors -- for our integrated management solutions, processes and resource planning -- to take them to the next level and optimize their complex, multi-vendor IT infrastructures with ease."

About HP

HP is a leading global provider of products, technologies, solutions and services to consumers and businesses. The company's offerings span IT infrastructure, personal computing and access devices, global services and imaging and printing. HP completed its merger transaction involving Compaq Computer Corporation on May 3, 2002. More information about HP is available at http://www.hp.com.


This news release contains forward-looking statements that involve risks, uncertainties and assumptions. All statements other than statements of historical fact are statements that could be deemed forward-looking statements. Risks, uncertainties and assumptions include the possibility that the market for the sale of certain products and services may not develop as expected; that development and performance of these products and services may not proceed as planned; and other risks that are described from time to time in HP's Securities and Exchange Commission reports, including but not limited to HP's quarterly report on Form 10-Q for the quarter ended July 31, 2002 and reports filed subsequent to HP's annual report on Form 10-K, as amended on January 30, 2002, for the fiscal year ended October 31, 2001. If any of these risks or uncertainties materializes or any of these assumptions proves incorrect, HP's results could differ materially from HP's expectations in these statements. HP assumes no obligation and does not intend to update these forward-looking statements.


About HP

HP Inc. creates technology that makes life better for everyone, everywhere. Through our portfolio of printers, PCs, mobile devices, solutions, and services, we engineer experiences that amaze. More information about HP Inc. is available at http://www.hp.com.