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How Sprint Ran Hard to Manage IT Like a Business: Highlights

Posted By Susan Russel, Thursday, August 9, 2012
Updated: Tuesday, August 14, 2012

"Everything we touch has a direct impact on the brand.” So says John Felton, Director of Service Integration at Sprint. And with the company operating in a highly competitive market, where customer experience is critical to success, it recently moved to run its IT operations like a business.

This is a common objective for many HP customers driving for reduced maintenance costs, increased availability and performance, and faster time to market. But for Sprint the project was particularly challenging. After a period of merger and acquisition it was running an extensive and fragmented IT environment (e.g. 1,300 applications, 64,000 desktops and eight data centers). So how did Sprint achieve its vision to transform operations with integrated service management, improved systems for agents and a single Web interface to access information anywhere on any device? And how did it do it in just nine months? John Felton explains how in his own words in this fascinating webinar – replay –highlights of which are summarized below.



Highlights

Integration is key

The project saw the deployment of a range of integrated HP software including Service Manager, Asset Manager and Business Service Management. To deliver the project John Felton heavily relied on HP’s Premier Support team. His key perspectives on lessons learned and how to make the most of Premier Support include:

  • Stay focused – believing that in a large organisation the longer time is taken to implement, the more changes people suggest that interrupt the flow, John Felton’s team set an aggressive schedule.
  • Get the buy-in early –secure buy-in from the business early and ensure goals are clearly explained. Three checkpoints were constantly referenced by John Felton’s team: is the brand being supported, will the bottom line be improved and will customer service agents have everything they need?
  • Understand the costs – by working with HP’s Premier Support team Sprint accelerated to the point where 35 applications could be removed to secure cost savings faster than anticipated. While using external support has an associated cost, John Felton believes that for Sprint , where an outage can have a huge impact on the business, involving subject matter experts is vital. He says: ‘If you need to get done things that are important to you do everything you can to convince your executive team that this is something that needs to be done.’
  • Call on expertise and meet regularly – Sprint partnered with HP Premier’s Support team to provide a tailored package of assistance and ensured that a harmonised team was created. John Felton says: ‘It was not a case of Sprint Nextel working with HP and HP working with Sprint, it was a collaborative effort.’ The team met twice a week to review progress, objectives and hurdles. He also added: ‘My anxiety went down a lot as I had a direct line to someone who knew Service Manager and our environment if I had a problem.’
  • Request changes if needed – HP’s Premier Support team has frequent contact with HP’s R&D team. Sprint used this feedback loop to request changes that says John Felton "changed the way they may have seen the tool working so that it fitted into our organisation.”

Results highlights

  • Time to market: The project was completed four months ahead of schedule
  • Increased efficiency: Incidents are down by 33 per cent per month, traffic throughput and processing ability are up by 95 per cent and downtime has fallen by 67 percent

>> Download more information about HP Premier Support

Tags:  HP Premier Support  HP Premiere Support  Sprint  Support 

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News from HP Software - August 2012

Posted By Susan Russel, Tuesday, August 7, 2012
Join the Enterprise 20/20 Discussion for a Compelling Look at the Future

Enterprise 20/20, a socially-driven, cloud-enabled eBook presented by HP and driven by the industry, seeks to put forth a point of view and provoke discussion around the forces transforming our world and the technological innovations shaping the future.

Enterprise 20/20 will include six chapters launching consecutively between HP Discover Las Vegas in June and HP Discover Frankfurt, December 4-6, 2012:

  • Outlook 20/20, the eBook’s introduction, exclusively previewed at HP Discover Las Vegas
  • CIO 20/20, a vision for the next-generation CIO
  • Apps 20/20, a vision for the next-generation applications team
  • Marketing 20/20, a vision for the next-generation marketing department
  • IT Operations 20/20, a vision for the next-generation hybrid IT operations team
  • Boardroom 20/20, a vision for the next-generation executive

The chapters will be viewable in a browser as an eBook and downloadable in both PDF and iBook formats, and will be linked to a Discussion Hub, where IT and business executives, HP partners and customers, academics and others from the enterprise community will be able to wrestle with different visions for the Enterprise of 2020.

Join the Enterprise 20/20 conversation today as a Vivit member. You can identify your Vivit affiliation by using the Vivit avatar in your profile.

Join: hp.com/go/enterprise2020

Use: #enterprise2020

Follow: @enterprise20_20

Like: Enterprise 20/20


New whitepaper on ITSM in the Cloud from OVUM

OVUM just released a new whitepaper, Cloud Service Management, moving ITSM beyond the corporate data center. It can be downloaded from any of the HP IT Service Management web pages (www.hp.com/go/itsm).

The paper covers a number of ITSM (both service management and asset management) topics and capabilities that are coming into play as cloud, hybrid, and multi-sourced environments become more pervasive. The paper has a number of observations and recommendations based on OVUM’s work in the industry. The paper also has a discussion of HP’s ITSM related capabilities that support effective process controls as IT organizations increasingly move towards being service brokers.

We encourage you to download and read this new whitepaper.


Join HP at HP Protect; get a $200 discount

HP Protect is our largest security event of the year. Delivering nearly 100 security-related sessions, it’s an ideal opportunity to learn more about HP’s enterprise security solutions and network with customers, industry gurus, and HP Security experts. The show takes place September 9-11, 2012 at Gaylord Opryland in Nashville, Tennessee.

Attendees gain:

  • Insight into HP Enterprise Security, ArcSight, TippingPoint, Fortify, and Atalla offerings
  • CPE credits
  • Interactive discussions and product test labs
  • Tips and real-world experiences from customers
  • Extra 3 days of training at an additional cost
  • Networking activities
  • A private concert by three-time Grammy nominee singer Blake Shelton

Sponsorship opportunities are available! Find out more.

Our valued partners receive $200 off the $1,395 admission price using code HPPVIVIT2012. Register today.


Support Customer Forums available now!

Support Customer Forums are live for 14 products! Please click here to access a data sheet with information on the forum offering; what can be expected, how to participate, and navigation tips.

Customers who have a valid support contract have been granted access to the new forums located in the HP Software Solutions Community. The following products are now offering Support Customer Forums as a method of support:

· Application Performance Management / BAC

· Functional Testing / QTP

· LoadRunner

· Network Automation

· Network Node Manager

· Operations Manager for Windows

· Operations Manager for Unix

· Performance Center

· Project and Portfolio Management

· Quality Center

· Server Automation

· Service Manager

· SiteScope

· uCMDB

Click here to watch Aileen Allkins discuss the new forums at HP Discover!

Customers are encouraged to try this method of getting help with product technical issues rather than placing a telephone call or logging an online support ticket.

For issues or questions regarding these forums please send an email to swcommunity@hp.com. Users must log into the community, as well as have an SAID containing a valid support contract tied to their HP Passport account for these new forums to be visible.

We look forward to growing this new forum community!

Tags:  Cloud  Enterprise 20/20  ITSM  Support 

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News from HP Software - August 2011

Posted By Susan Russel, Friday, July 29, 2011

Solutions and Integrations Information is Now Available on HP Software Support Online

HP Customers can now find valuable information on solutions and integrations of HP Software products on Software Support Online's (SSO) Integration and Solution catalog – Software Solutions Now. This site provides HP Software Customers with a single-source reference and details needed to successfully implement, set up and maintain product integrations and ITIL-based solutions.

To access Software Solutions Now, simply visit HP Software Support Online and select the Software Solutions Now link from the shortcuts section on the right. You can also link directly to the Software Solutions Now page at: http://support.openview.hp.com/sc/solutions/index.jsp

The site is conveniently arranged around ITIL-based solutions, product integrations and ITIL processes for easy navigation. You can use all three perspectives to start navigating. If you know which products you are trying to integrate, you can use the integrations tab, look for the products you are trying to integrate and find all relevant information. If you know what ITIL process you are trying to implement, you can start from there. Or if you know which solution you are trying to implement, just look it up on the solutions tab. All information is cross-linked and is at your fingertips.

On the site you can find information like:

  • Comprehensive description of the solutions and integrations
  • Solutions and integrations compatibility matrix
  • Solution and integrations documentation that include system requirements, set up and configure guides, concept guides and more
  • Mapping of ITIL process to HPSW products, solutions and integrations

As with other support content, you must have a current Support Agreement ID (SAID) associated with your HP Passport account to access this information. So make sure you have a valid HP Passport account before using the site. If you don't have an HP Passport account, you can create one online with using your company's Support Agreement ID (SAID).

Start learning more about HP Software integrations and solutions now!

Visit: http://support.openview.hp.com/sc/solutions/index.jsp

If you have questions or feedback please direct them to Itai Maoz, Product Manager, itai@hp.com.

 


Where is my transaction? - Watch the 10 minute demo of HP TransactionVision

Transactions are the lifeblood of business operations. Managing the quality and performance of those transactions is absolutely critical. You need a solution that tracks more than just the infrastructure and processes. You need to be able to proactively monitor the actual transaction, and its payload, as it moves across the enterprise. HP TransactionVision allows you to track each transaction as it traverses your environments.

Watch this short demo to see how you can use TransactionVision to: Provide end-to-end visibility of individual business transactions Find a missing customer payment and see a detailed flow of the transaction Drill down into transaction issues and assess their financial impact

Tags:  HP Software  Support  Tansaction Vision 

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