ITSM Capability Assessment for Data Centers
HP Technology Consulting
Technical data
This service evaluates the capabilities of the facility infrastructure (FI) design strategy, maintenance strategy, and maintenance practices in support of the delivery of IT services (compute capacity, cost, and availability) essential to meeting the business strategy of the company. It uses IT Service
Management (ITSM)-based Capability Maturity Model scales in the same manner that the capabilities of the IT architecture and processes are evaluated, leading to a common evaluation scale for the data center environment. By using the same scale, both FI and IT can align their resources and processes to deliver the required services at the specified quality level, and at an agreed cost level, which is the ultimate goal of IT Service Management.
The service is meant to complement existing IT-focused ITSM capability evaluation methodologies, tools, and services by providing additional depth in reviewing the data center space, and power and cooling assets on which IT service delivery processes and equipment is based. Failing to employ these assets in an appropriate way may significantly impact the delivery of IT processing capabilities.
Service benefits
The ITSM Capability Assessment for Data Centers provides you with:
• An evaluation of your data center design strategy features based on fundamental data center attributes, which include redundancy, concurrent maintainability, and system-plus-system approaches to delivering service reliability
• An evaluation of the maintenance strategies directed at enhancing the performance, lifespan, and reliability of core data center infrastructure systems supplying space, and power and cooling
• An evaluation of the maintenance practices employed in implementing the maintenance strategies on a system-by-system basis
• A comparison of the capabilities of three elements (design strategy, maintenance strategy, and maintenance practices) against the existing IT Capability levels (as identified by existing ITSM CMM assessments or self-evaluation) to align resources for end-to-end service delivery
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
2
• A list of recommendations to increase the Capability Maturity in the design and maintenance strategies, and maintenance practices, where necessary, to improve the likelihood that capabilities meet
end-to-end service-level requirements
• Graphical summaries of the assessment results to increase the understanding of which strengths can be leveraged and where gaps need to be addressed
• Delivery of the service at a mutually scheduled time convenient to your organization
Service Feature Highlights
• Service planning
• Orientation to ITSM Capability assessment methodology for facility infrastructure systems • IT management interviews
• Site survey and analysis • Final report delivery
Specifications
Table 1. Service features
Feature Delivery specifications
Service planning An HP service specialist will plan all the necessary activities, including the identification of any prerequisites, and schedule the delivery of the service at a time mutually agreed upon by HP and the Customer, which shall be during local HP standard business hours, excluding HP holidays, unless otherwise agreed by HP. Any services provided outside of HP standard business hours may be subject to additional charges.
Meeting preparation An HP service specialist and the Customer will conduct an assessment planning conference call to prepare for the meeting. During the conference call, the HP service specialist will:
• Review and discuss the project objectives and methodologies
• Determine project team members, roles, and responsibilities, and the anticipated time required of the Customer’s staff
• Review the plan, schedule, and requirements for data collection
• Discuss the Customer preparation material, which will be provided at the on-site kick-off meeting
• Outline the expected time commitment from the Customer's staff
• Detail the schedule for the onsite meeting and data-gathering activities, and define the level of support that HP will require from the Customer's personnel
The HP service specialist will email the plan to the Customer for review.
Management Meeting Based on the results of the assessment planning conference call, HP will meet with the Customer onsite to conduct interviews with IT management to determine:
• The business goals driving the data center service-level strategies
• Service-level agreements that define the facility infrastructure performance expectations • The ITSM Capability level of the IT architecture, software, and processes in meeting the
service-level agreements for purposes of comparing them to the ITSM CMM level of the FI support systems
• The level of understanding of ITSM principles by IT and FI staff and management On-site Data Collection
and Report Development HP will conduct an onsite visit to the Customer’s facility, at which time HP will:• Determine the ITSM Capability level of the fundamental design strategy as employed at the data center, including the following elements:
- Overall Data Center Design Strategy - UPS Design Strategy
- Fire Suppression Design Strategy - Standby Generator Design Strategy
- Building Management System (BMS) Design Strategy - Building Architecture Design Strategy
• Determine the ITSM Capability level of the maintenance strategy as employed at the data center, including the following elements:
- Data Center Facility Definition of Services
- Facility Management Problem Management Process - Facility Management Strategy
- HVAC System Management Strategy - Electrical System Management Strategy - Data Center Facility Technology Tool Usage
• Determine the ITSM Capability level of the maintenance practices followed at the data center to implement the maintenance strategy, including the following elements:
- Facility Staffing Practices
- Data Center Facility Technology Training Methodologies - Vendor Management Program Practices
- HVAC Maintenance Practices - Electrical Maintenance Practices - UPS Maintenance Practices - UPS Battery Maintenance Practices - BMS Maintenance Practices
- Standby Generator Maintenance Practices - Fuel System Maintenance Practices - Fire System Maintenance Practices
HP will develop a detailed report, based on HP’s proprietary ITSM Capability evaluation tool, which will identify the capabilities of the FI systems in supporting IT service levels using the following scale (from highest to lowest):
5 – Optimizing (“Best-in-Class”) 4 – Managed 3 – Defined 2 - Repeatable 1 – Initial 0 – Absence
HP will provide specific recommendations to improve the Capability rating of specific site elements where the Capability rating, as observed by HP, is below the level needed to match the capabilities of the IT systems, or where necessary to assure that service-level expectations (as identified by the Customer) are met.
Final report delivery HP will provide a final report to the Customer based on the proprietary ITSM Capability Assessment for Data Centers tool following completion and approval through the HP QA/QC process. The report will be delivered in PDF format, with a 6- to 10-page summary report in Microsoft® PowerPoint. The summary report will include the Title Page, ITSM Capability scale definitions, Executive Summary, Graphs of findings, and recommendations for improvement, where necessary.
The HP CFS consultant performing the analysis will review the findings with the Customer via an HP Virtual Room presentation, which will be scheduled at a mutually agreed time.
Service eligibility
HP Technology Services are governed by the HP Single Order Terms for Support or Customer's
purchase agreement with HP.
4
Service limitations
Any services not clearly specified in this document or in an associated Statement of Work are excluded from this service.
The cost of implementing the recommendations made will not be included.
The fee for the service is based on HP’s and the Customer’s initial estimate of the size and power usage of the facility. Subsequent determination that the facility is larger or consumes more power than
estimated may result in additional fees.
No narrative report will be provided unless specified by the Customer, which will result in extra fees.
Customer responsibilities
The Customer will:
• Contact an HP service specialist within 30 days of date of purchase to schedule the delivery of the service
• Assign a designated person from the Customer's staff who will, on behalf of the Customer, grant all approvals and provide information that the HP service specialist will need in order to deliver this service • Provide a suitable work area for delivery of the service, including access to an outside telephone line,
power, and any network connections required
• Allow HP full and unrestricted access to all locations where the service is to be performed
• Provide details of the IT and data center strategy, and the ITSM Capability rating of the IT systems and processes in previous assessment reports, or provide a self-assessment of the ITSM Capability service delivery capabilities using the same scale as that used in the HP assessment tool
General provisions/Other exclusions
• Any services not clearly specified in this document
• HP reserves the right to re-price this service if the Customer does not schedule and provide for subsequent delivery within 90 days of purchase.
• HP’s ability to deliver this service is dependent upon the Customer’s full and timely cooperation with HP, as well as the accuracy and completeness of any information and data the Customer provides to HP. • HP reserves the right to charge, on a time and materials basis, for any additional work over and above
the service package pricing that may result from work required to address service prerequisites or other requirements that are not met by the Customer.
• Travel charges may apply in some geographic locations. Please contact your local HP representative for detail.
© Copyright 2011 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 or condition, express or implied, in fact or in law. HP shall not be liable for technical or editorial errors or omissions contained herein.
For more information
For more information on HP Services, contact any of our worldwide sales offices or visit the following websites at:
HP Critical Facilities Services: www.hp.com/go/eypmcf HP support services: www.hp.com/hps/support HP Care Pack Services: www.hp.com/hps/carepack
