HP Software Service Manager Licensing Guide

Transcription

1 HP Software Service Manager Licensing Guide Guidelines on the configuration of Service Manager modules Document Summary This document is intended for the HP Software Sales force and certified partners to clarify the different modules of Service Manager (SM), how to configure a quote and answer common questions regarding licensing and configuration. This document is labeled HP and Partner Restricted which means it is intended to be distributed within HP and to those having site access or access to HP's computer systems as well as certified HP partners and their employees. Please Note: There is a new simplified way to order Service Manager with a single product number based on the total number of users accessing the system. The SM Enterprise Suite, which is documented on page 3, should be your preferred manner for ordering Service Manager. For smaller customers, the SM Starter Suite should be utilized which is outlined on page 7. Table of contents Service Manager Product Structure... 2 Named, Floating and ESS Licenses... 2 A new way to order SM the Enterprise Suite... 3 Service Manager Foundation (SMF)... 3 Service Manager Help Desk (SMHD) Module... 4 Change Management Module... 4 Request Management Module... 5 Service Level Management Module... 5 Knowledge Management Module... 6 Catalog Module... 6 Integration... 7 Media... 7 Bundles Steps for Quotation Success... 8 Quotation Examples... 9 The 7 Licensing Rules for SM Frequently Asked Questions Pricing, Sales and Field Resources The rest of the document is for capacity upgrades for existing customers and to explain the product HP and Certified HP Partner Restricted for internal use only 1

2 Service Manager Product Structure Service Manager is composed of a required foundation layer and optional modules. Please refer to figure 1 for the visual layout of this structure. Each of these modules will be described in detail in the following sections. The number of part numbers has decreased significantly over ServiceCenter and the product is structured in a way to allow for true desynchronized pricing. This allows the customer to buy only the modules they need at the user levels they want for the most optimal price. Figure 1: Service Manager product structure Named, Floating and ESS licenses HP Service Manager utilizes a per-user schema for licensing and has three different types of user licenses to allow customers to choose how to allocate access and utilize service manager. The three types of users licenses are: Named, Floating and End-User Self Support (ESS). Named users are assigned to specific users of Service Manager and guarantee access to the system (Foundation) and create/modify access to a specific module. This license type is primarily used for dedicated users requiring guaranteed and immediate access. Examples of this type of user would be SM administrators, process super users and process engineers. For SM modules that utilize named user licenses, the minimum quantity for an initial order is 5 or greater (1 for add on orders), and the LTU covers access for 1 specifically named user. Floating user licenses provide a pool of access to a set of users. Floating users LTUs are primarily used for general users and provide a first-come-first-serve access. Once the number of users accessing the system reaches the number of floating LTUs purchased, each additional user trying to access the application will be notified that the maximum number of users has been reached and be denied access. For SM modules that utilize floating user licenses, it can be ordered in any quantity 5 or greater for an initial order (1 for add on orders). These floating LTUs provide simultaneous access for a pool of users, allowing the quantity purchased access at a single point in time. End-User Self Service licenses are intended for modules that are exposed to the end users of IT services via the self service portal. These licenses will be for a much bigger, more casual user population, and thus are calculated by potential end user community. This is usually the size of the organization or number of customers that the IT organization serves. For example, a particular IT organization serves an end-user population of approximately 50,000. This organization would purchase 50,000 KM and/or Catalog ESS users. For SM modules that utilize ESS user licenses, the minimum quantity for a first purchase is 250, and 100 for each subsequent purchase. HP and Certified HP Partner Restricted for internal use only 2

3 HP Service Manager Enterprise Suite (SMES) TB721AA HP SM Enterprise Suite Named User SW LTU The HP Service Manager Enterprise Suite, available starting in January 2010, dramatically improves our competitive position and simplifies your selling motion. It will help us gain / retain market share and it will create opportunities for you to add on other high-value products from the BTO portfolio. The enterprise suite should be the preferred mechanism for new Service Manager orders. This single SKU purchases a named user for the Foundation, Help Desk, Request Management, Service Level Management Modules and a named user for the HP IT Change Management Suite. Additionally each named user of the SM Enterprise Suite entitles 1000 end user self service (ESS) licenses of the Catalog Module. The Service Manager Server is also included in the bundle, as well as one user LTU each of several popular Connect-It Connectors (for LDAP, , and Database). Ordering is incredibly simple. Merely count the number of people utilizing the product and that sum is the quantity for the SM Enterprise Suite. Standard discount rules apply and there is no minimum order requirement. The Knowledge Management (KM) Module is currently not included in this suite since it is a royalty-bearing product. The KM module may be purchased separately with a quantity of named LTUs equal to the quantity of Named User LTUs for the SM Enterprise Suite + the quantity of separately purchased Help Desk Module Named User LTUs. Service Manager Foundation (SMF) T5000AA T5014AA T5015AA HP SM Server SW LTU HP SM Foundation Floating User SW LTU HP SM Foundation Named User SW LTU The Foundation module provides the basis for the Service Manager suite of modules, required for each installed instance and for every user that accesses the system (except for end-user self support users). Foundation contains the following items: base access, web and Windows clients, configuration management (repository and visualization), Integration connectors, Universal CMDB Foundation and Pre-defined report analytics. The Server LTU is required for each instance of the product. For example, if there were two instances of Service Manager running within a company, one in Tokyo and one in Brussels, the customer would be required to purchase two Server LTUs. High-availability, back-up and test / development licenses are provided for each Server LTU and do not require additional LTUs (competitive products do not have the same policy). The floating and named user LTUs are required for each user that would concurrently access the system at any point in time, and provide read only access to any other purchased module. For create and modify access rights to the other modules, named and floating licenses must be purchased for the specific module (Example: Change Management named and/or floating user LTUs). In general you will have SMF named and floating users equal to the sum of named and floating users for the HP and Certified HP Partner Restricted for internal use only 3

4 modules. You will need to compensate for concurrent module users (module users that are the same, for example: a user that needs create/update access for both help desk and change modules). The number will only be greater if a significant number of read-only users need access to the system such as IT mangers. Service Manager Help Desk (SMHD) Module T5016AA T5017AA HP SM Help Desk Floating User SW LTU HP SM Help Desk Named User SW LTU The Service Manager Help Desk (SMHD) module was put together in order to provide traditional help desk functionality in a single module while also providing scheduled maintenance which other vendors in the industry do not. SMHD contains service request management, incident management, problem management and scheduled maintenance. The floating and named user LTUs are required for each user that would concurrently require create/modify access to service request, incident, problem or scheduled maintenance at any point in time. There will have to be at a minimum named and floating LTUs for Service Manager Foundation users that at least equal the number of Service Manager Help Desk users. For example, if a customer wanted to order 16 floating and 7 named SMHD user licenses, 16 floating and 7 named Foundation user licenses would at a minimum have to be on the order. Change Management Module Note This part number is completely obsolete with the IT Change Management suite completely replacing it for net new purchases as well as upgrades. Please see page 8 for details on the IT Change Management Suite. The HP Service Manager Change Management module delivers change process automation with greater usability, workflow, and integration. SM Change Management module comes with: predefined processes automated notification and approval workflow, streamlined change management process, and automated change process workflows. In most IT environments Change Management users will be 20-30% of the number assigned to the help desk with them being more dedicated in larger environments versus a shared role in smaller organizations. HP and Certified HP Partner Restricted for internal use only 4

5 Request Management Module T5020AA T5021AA HP SM Request Mgmt Floating User SW LTU HP SM Request Mgmt Named User SW LTU HP Service Manager Request Management module provides cost-effective and automated request fulfillment processes. SM Request Management module: automates and tracks the process of ordering products and services from initial request through delivery and distribution of the service or asset, facilitates consolidation of purchase orders to achieve volume discounts, tracks existing inventory to eliminate unnecessary orders, tracks replaced equipment for resale or trade, consolidates orders for efficiency and cost savings, maintains stock rooms of existing inventory that can be reserved to fulfill a request, allows end users to facilitate and track their own requests, decreasing service desk involvement. The floating and named user LTUs are required for each user that would concurrently require create/modify access to request management at any point in time. There will have to be at a minimum named and floating LTUs for Service Manager Foundation users that at least equal the number of Service Manager Request Management users. In most IT environments Request Management users will be 20-30% of the number assigned to the help desk, however might be significantly higher if there are dedicated groups for request fulfillment. Service Level Management Module T5024AA T5025AA HP SM SLM Floating User SW LTU HP SM SLM Named User SW LTU The HP Service Manager Service Level Management (SLM) module enables the negotiation of acceptable service support response times and service availability requirements while considering service entitlements, underpinning contracts, lease information and priorities relative to other service requirements. SM SLM module allows IT organizations to: measure better the relationship between the service desk and the customer, determine how to continue to meet agreements as well as gradually improve services, identify proactively acceptable tradeoffs between service levels and the cost of delivering services. The floating and named user LTUs are required for each user that would concurrently require create/modify access to the Service Level Management module at any point in time. There will have to be at a minimum named and floating LTUs for Service Manager Foundation users that at least equal the number of Service Manager SLM users. In most environments, the number of users for the Service Level Management module will be 5-10% of the Help Desk module depending greatly on the number of individuals responsible for services and the relationship between IT and the lines of business. HP and Certified HP Partner Restricted for internal use only 5

6 Knowledge Management Module T5026AA T5027AA T5028AA HP SM KM Floating User SW LTU HP SM KM Named User SW LTU HP SM KM ESS User LTU The HP Service Manager Knowledge Management (KM) module provides your end users and service desk personnel with speedy and accurate resolutions to their problems, either from a browser or directly from any Service Manager application screen. Knowledge can come from any Service Manager data source such as call interactions, incidents or known errors and it can be derived from any external data source. The SM KM module has two parts that speak to the two different constituents that derive value from the module. The first is a named and floating user LTU which must be synced with the SM Help Desk module named and floating LTU. The rationale behind this synchronized requirement is that the Knowledge Management module provides value to all users of the helps desk allowing for instant access to the knowledge base in interactions, incidents and problems. For new sales of SM KM module, merely take the number of named and floating SMHD module LTUs and this defines the amount named and floating users of KM. For capacity upgrades that include the Help Desk module, the KM module will also have to be increased as well to remain synced. Service Manager Knowledge Management module also has an ESS LTU component which accounts for the value of the knowledge base being exposed to the end-user population to provide approved best answers. The ESS LTU is required for every user that could potentially utilize the KM interface via the enduser self service portal. This is usually the size of the organization or number of customers that the IT organization serves. Since the SM KM modules is synced with the Help Desk Module and has the same user base as the Help Desk module, no additional Service Manager Foundation licenses are required beyond what was accounted for with the Help Desk module. For initial orders of SM Knowledge Management, the KM Search Engine 2.0 SW Media (T5012AA) is required for the order. Catalog Module T5029AA HP SM Catalog ESS SW LTU The HP Service Manager Service Catalog module provides end users of IT services a fast, easy and costeffective way to request and acquire the goods and services they need to do their work. The Service Catalog module plays a major role in the new Service Lifecycle Management capability of HP Service Manager software. Service Catalog now goes beyond a simple transactional approach to acquiring goods and services to permit a user, or a department, to create an ongoing subscription which can be managed. The SM Catalog module is unique in that it only has an end-user self service license that accounts for the value of the catalog being derived from the end-user population. The ESS LTU is required for every user that could potentially utilize the Service Catalog via the end-user self service portal. This is usually the size HP and Certified HP Partner Restricted for internal use only 6

7 of the organization or number of customers that the IT organization serves. The catalog module will require at least 5 named SM Foundation with 5 named user SM Help Desk licenses to allow administrators to setup and administer the catalog. These will be additional licenses unless the catalog will be administered by the administrators of other modules already reflected in SM Foundation named LTUs. Integration There are currently several mechanisms to integrate to Service Manager. These include the SOAP API (Web Services), Connect-It and SCAuto. The SOAP API is provided with the Service Manager Foundation module, and is the interface of choice for custom integrations. Connect-IT and SCAuto integrations have pre-defined integrations or connectors that provide out-of-the-box interfaces to both HP and non-hp applications. HP integration interfaces are provided free of cost. Connect-IT and SCAuto interfaces to non-hp applications are licensed by the sum of Service Manager foundation named and floating users of the system. The user LTU makes sense for customers that will never exceed 224 SM Foundation named and floating user LTUs. For customers that will have larger total LTUs for SMF, the server based licenses are a better value for the customer. There is an upgrade mechanism for customers to transition from user based licensing to server based licenses when they grow from less than 224 Service Manager Foundation users to over 225. Media The Service Manager 7 media product includes the media for all the essential products to run Service Manager. This media product number T5001AA includes the Service Manager media, the Connect-It Media, the SCAuto Media, and the ucmdb Media eliminating the need to order multiple media products for Service Manager. In addition, please note the Knowledge Management Media, T5012AA, must be ordered whenever Knowledge Management is ordered for the first time. Bundles HP Service Manager Starter suite (SMSS) T9496AA/AAE HP SM Starter Suite Nmd Usr SW LTU Components HP Service Manager Server 25 Named Licenses of HP SM Foundation Module, Help Desk Module, HP IT Change Management Suite, and Service Level Management Module. and Intent The SM Starter suite (SMSS) was created to provide smaller customers with a cost-effective starting point with Service Manager. It provides a synchronized license package for 25 users for the Help Desk and SLM Modules and the HP IT Change Management Suite which is very competitive for the Small to Medium Enterprise (SME) market. Only one SMSS is permitted to be ordered per customer. Add-on modules may be purchased for capacity upgrades (Help Desk, SLM, or HP IT Change Management Suite) or to extend the capabilities of the suite (Catalog and Knowledge Management). Do not forget to add the related media product to the order, which is version-specific. HP and Certified HP Partner Restricted for internal use only 7

8 HP IT Change Management (ITCM) suite T9769AA/AAE HP IT Change Mgmt Suite Floating User SW LTU T9768AA/AAE HP IT Change Mgmt Suite Named User SW LTU TA043AA/AAE HP IT Change Mgmt Suite Buy-up Floating User SW LTU TA042AA/AAE HP IT Change Mgmt Suite Buy-up Named User SW LTU Components HP Service Manager Change Management Module HP Release Control Analysis Module and Intent The HP IT Change Management suite is intended to provide full ITIL change management support for both process automation and control at the same cost as the Service Manager Change Management module alone. Release Control Analysis provides the additional capabilities of automated risk analysis, full change calendar and virtual CAB to the Service Manager Change module described above. Do not forget to add the related media product to the order, which is version-specific. 7 Steps for Quotation Success Below are the 7 simple steps to configure an order. It will list the questions you should be able to answer from or with the customer. The steps are order dependent so work in order and record the results from each step to create a valid Service Manager quote. Step 1: Determine the number of SM instances needed Determine if the customer requires running the application in more than one location. Typically this will be rare since Service Manager scales exceptionally well supporting thousands of users. What will force customers to run multiple instances of SM will be poor WAN coverage between geographies. Each instance comes with licenses for production, fail-over, test and development environments. Each instance will require a T5000AA LTU which will cover multiple physical servers in a clustered or load balanced situation. Step 2: Determine modules required by the customer From the following list, the descriptions in previous sections and the customer requirements, determine which modules are required: SM Help Desk Includes Service Request, Incident, Problem and Scheduled Maintenance HP IT Change Management Suite SM Request Management SM Service Level Management Step 3: Calculate named and floating user LTUs for the required modules For each module that the customer required from Step 1, calculate the following: a. The number of users that require immediate and/or guaranteed access to the module. This will typically be process owners, managers or engineers. This number will become the quantity of Named LTUs for the module. b. From the quantity of Named LTUs for the module (step 3a), determine how many will be unique users that will not need named access to any other module. This will be all of the Named LTUs if this is the first module. This total will be added together to determine Named LTUs required for SMF (Step 4). c. The quantity of users that are not named (step 3a) that will concurrently access the module at any one time. This number will become the quantity of Floating LTUs for the module. HP and Certified HP Partner Restricted for internal use only 8

9 d. From the quantity of Floating LTUs for the module (step 3c), determine how many will be unique users that will not need named access to any other module. This will be all of the Floating LTUs if this is the first module. This total will be added together to determine Floating LTUs required for SMF (Step 4). Step 4: Sum up SM Foundation named and floating LTUs For each of the modules you calculated named and floating licenses for in Step 3. Add the results for each module for sub-step b for named and d for floating which will yield your quantities for Service Manager Foundation Named SW LTU (T5015AA) and Floating SW LTU (T5014AA). This number must be greater than the highest total of user LTUs of all of the modules. For example, if the highest floating users were for the Help Desk module at 267 users, SM Foundation floating users must be equal to or greater than 267. Typically quotes will not have named or floating users greater than then sum of all module named or floating users. However, do not forget to provided named access to Service Manager Administrators, and add additional LTUs for IT managers that will access the system for read-only access. These IT Managers will usually consume a floating SM Foundation LTU with a ratio of 3 or 5 (managers) to 1 (LTU). Step 5: Determine if SM Knowledge Management user LTU are needed If the SM Knowledge Management functionality is required to share organization wisdom across SM staff, take the same quantity of users for both named and floating, of SM Help Desk and/or SM Enterprise Suite for the quantity of SM KM named LTU (T5027AA) and floating (T5026AA) LTU. Step 6: Add SM Knowledge Management and Catalog ESS LTUs if required If end-user self service is required for either access to the service catalog or the knowledge base, take the total number of end-users that are supported by the IT organization and that is the quantity for the SM Knowledge Management Module ESS LTU (T5028AA) and/or the Catalog ESS LTU (T5029AA). For very large end user bases (> 1mil) consider utilizing an Enterprise License Agreement to make the price more realistic. For the catalog module, a minimum of 5 named user SM Foundation LTU with 5 named user SM Help Desk LTUs are required since the customer will need to administer the service catalog. Additionally, the Change Management module should be strongly considered as well to support the approval workflow in both KM and Catalog. Lastly, in order to purchase the KM ESS LTU, SM KM named or floating user LTUs must be owned or purchased. Step 7: Determine required integration connectors and LTUs For all non-hp integration connector for Connect-IT and SCAuto required for the customer s environment, add SM foundation named and floating LTUs to get the total number of users for these integrations. If the number is close to or over 224, add the server LTU, otherwise add the calculated sum for the quantity of user LTUs for the connector. Quotation Examples Simple Example A small enterprise in New Zealand wants an IT Service Desk to establish key ITSM processes that will grow with their business. They will dedicate 3 part time administrators to come up to speed and implement the product. On the help desk, there are 18 people that work in two shifts with only about 9 or 10 that will concurrently access the system at any one time. The customer wants to dedicate 4 IT personnel to be full time change managers to reduce the flood of events that usually occur with a change to the production environment. They also have 3 people dedicated to desk-side support which will grow to 6 in a few months. They want to make better use of the help desk and desk-side support folks so they are interested in establishing a service catalog for 670 employees to begin with that will be first level and higher managers. After going through the 7 steps for configuring a Service Manager quote, we yield the following: HP and Certified HP Partner Restricted for internal use only 9

10 Part Number Quanitity HP Service Manager HP SM Server Software LTU T5000AA 1 HP SM Foundation software Named User LTU T5015AA 21 HP SM Foundation software Floating User LTU T5014AA 10 HP SM Help Desk software Named User LTU T5017AA 5 HP SM Help Desk software Floating User LTU T5016AA 10 HP IT Change Mgmt Suite Named User SW LTU T9768AA 5 HP SM Request Mgmt software Named User LTU T5021AA 6 HP SM Catalog software ESS software LTU T5029AA 250 HP SM 7.11 English SW Media T5001CA 1 Comments regarding the configuration: Even though there will only be three part time administrators of the system, we allotted the minimum of 5 which also allows for a bit of growth and initial system setup. This accounted for 5 named user LTUs for both Help Desk and Foundation. SM Foundation named user LTUs are 21 since we needed 5 for Admins, 5 for HD, 5 for the HP IT Change Management Suite users and 6 for the Request Management users. Catalog had a quantity of 1000 since this is an initial order and the minimum quantity for Catalog ESS LTU is Additionally this will allow the customer to onboard those employees that are not managers, but should be able to order services from IT (delegates, architects, etc.) Complex Example A large financial services enterprise wants to consolidate their many different service desks into a single consolidated service desk for the company. The total number of users on the help desk will never exceed 250 concurrent users at any one time during a day. The application support team responsible for this application has approximately 25 team members that could need immediate access for disaster recovery worldwide. There is a dedicated Change manager group which is currently staffed at 19, but will grow over the next year, and the managers of that team along with other key stake holders will need periodic access which totals around 50 people. From a request fulfillment perspective, there are several support teams that need access which total 200. These folks will log in periodically checking their work queues throughout the day. The company has 5 service managers responsible for services each and would like to provide them with guaranteed access. Approximately 50,000 employees are served by the IT department and thus need access to the Service Catalog and access to the knowledge base. After going through the 7 steps for configuring a Service Manager quote, we yield the following: Part Number Quanitity HP Service Manager HP SM Server Software LTU T5000AA 1 HP SM Foundation software Named User LTU T5015AA 75 HP SM Foundation software Floating User LTU T5014AA 360 HP SM Help Desk software Named User LTU T5017AA 25 HP SM Help Desk software Floating User LTU T5016AA 250 HP SM KM software Named User LTU (synced with HD) T5027AA 25 HP SM KM software Floating User LTU (synced with HD) T5026AA 250 HP IT Change Mgmt Suite Named User SW LTU T9768AA 25 HP IT Change Mgmt Suite Floating User SW LTU T9769AA 10 HP SM Request Mgmt software Named User LTU T5021AA 10 HP SM Request Mgmt software Floating User LTU T5020AA 100 HP SM Service Level Mgmt software Named User LTU T5025AA 5 HP SM Catalog software ESS software LTU T5029AA HP SM KM software ESS software LTU T5028AA HP SM 7.11 English SW Media T5001CA 1 HP SM KM Search Engine 2.0 SW Media T5012AA 1 HP and Certified HP Partner Restricted for internal use only 10

11 Comments regarding the configuration: Mostly straight forward following the steps, but a couple items of note. SM Foundation named and floating user LTUs were derived from carefully noting unique user population for the modules. In this case change, request and help desk were different user communities. SMF Named has 10 additional licenses for administrators + 25 for HD + 25 for HP IT Change Management Suite +10 for request +5 for SLM. SMF Floating has 250 for HD + 10 for change for request. The SLM nodule has no room to grow, but as the organization has time to understand and utilize the value of SLM, it will be a good time to follow-up after the implementation with a capacity upgrade. Since this is an initial order for SM 7 with KM, both the media for SM 7 and the Search Engine were required. Summary: 7 Licensing Rules for Service Manager 1. Required Media for initial SM orders only a. SM English SW Media 2. Required licenses for each SM application instance a. 1 SM Server LTU b. SM Foundation Named and Floating LTUs minimum required is equal to the highest number of licenses of that type (named or floating) represented in any one of the other modules 3. License quantities required for an initial purchase of SM a. Floating and Named LTUs 5 or greater b. ESS LTUs 250 or greater 4. License quantifies required for an expansion sale a. Floating and Named LTUs 1 or greater b. ESS LTUs 100 or greater 5. KM ordering requirements a. The number of floating and named LTUs must always be equal to the number of Help Desk floating and named LTUs in each instance b. KM ESS requires named and/or floating KM licenses c. KM Search Engine 2.0 Media on initial KM orders 6. Catalog ordering requirements: a. Requires at least 5 named users of SM Foundation and Help Desk for administrator access 7. Non-HP connector ordering requirements a. Connect-It and SCAuto user licenses must always equal the sum of SM Foundation floating and named user LTUs in each SM server instance Frequently Asked Questions What happened to the Asset Contracts Module? Nothing, it is still there, but since the best answer for asset lifecycle management is Asset Manager, we do not actively promote the existence of the module. It remains primarily for capacity upgrades for current customers. Do I take the number of people that will be concurrently accessing KM and Catalog for the ESS count? No, it is the total population that could access KM and or Catalog ESS functionality. It is this reason why the ESS licenses are much less expensive than the named or floating user licenses. What integration is included in Service Manager? The included integration is the SCAuto integration. There is some confusion with regard to the HP and Certified HP Partner Restricted for internal use only 11

12 Connect-It connector and what it provides above and beyond the SCAuto integration. SCAuto provides text based, inbound and outbound integration (can both receive and generate text based ). Connect-It provides value add above the SCAuto integration through the addition of allowing html based s to be generated automatically as well as a easier to use interface. This additional value is why the Connect-IT connector is still required to be purchased by the customer. Resources Web Resources Sales Portal Partner Portal Service Management Center SharePoint (internal HP only) Pricing Contacts HP Software Consult swconsult@hp.com Americas Quote Help Americas_quotehelp@hp.com APJ Quote Help APJ_quotehelp@hp.com Solution Specialists Tina McCloskey Americas, tinamc@hp.com, Zem de Oliveira Marreiras EMEA, zem-de.oliveira@hp.com, Chris Wignall APAC, chris.wignall@hp.com, 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. ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the U.S. and other countries and is used under license. 12/2009 HP and Certified HP Partner Restricted for internal use only 12