Common use of INTRODUCTION TO IT SERVICE MANAGEMENT Clause in Contracts

INTRODUCTION TO IT SERVICE MANAGEMENT. IT INFRASTRUCTURE LIBRARY HP has been working with IT organizations around the world to develop the HP IT Service Management Reference Model ("ITSM") It provides a tool for initiating a meaningful dialog with HP-OMS's Customers concerning IT process requirements and solutions by providing a coherent representation of IT processes and a common language. PORTIONS OF THIS AGREEMENT HAVE BEEN OMITTED PURSUANT TO A REQUEST FOR CONFIDENTIAL TREATMENT FROM THE SEC Statement of Work (SOW) The ITSM incorporates many of the IT Infrastructure Library (ITIL) best practices, which are relevant to the provision of the Services. ITIL is a UK government standard manifested in a library of books describing 'best practices' for delivering and managing IT service functions. The aim of the ITIL is to facilitate improvements in efficiency and effectiveness in the provision of quality IT services and the management of the IT infrastructure within any organization. In order to take advantage of the ITSM this document will show services as a function of the ITSM reference model. The advantages are: o ITSM/ ITIL is a 'complete' description of IT service functions/processes o Service activities are clearly defined allowing clear allocation of responsibility and clearly delineated separation and integration points HP-OMS will provide the Sercvices based on ITSM guidelines. PORTIONS OF THIS AGREEMENT HAVE BEEN OMITTED PURSUANT TO A REQUEST FOR CONFIDENTIAL TREATMENT FROM THE SEC Statement of Work (SOW) THE PICTURE SHOWS THE PRINCIPLE ITSM REFERENCE MODEL.