Provide a brief description of the Solution or Service provided.

In 2009, Achievo Netstar Solutions Co. worked with the Newfoundland and Labrador Centre for Health Information (“the Centre” or “CHI”) to standardize their approach, and automate much of their IT service management processes by implementing HP Service Manager. The Achievo team began by facilitating an onsite session with the Centre’s IT management team. Based on the outcome of that session the Achievo team analyzed the Centre’s existing deployment and processes from both a technology and business perspective. Interviews with key Centre stakeholders followed, providing a more detailed view of the organization’s processes, as well as service gaps and areas for improvement. The resulting Achievo-developed requirements document served as the basis for an HP Service Manager solution architecture that would take advantage of as much out-of-the-box ITIL v3 functionality as was possible, tailored to suit CHI’s specific requirements. This solution was then built and tested it on-site, and User acceptance testing by the Centre team followed. With the Centre’s approval, the Achievo team moved onsite to Centre for final testing and production deployment. With deployment complete, Achievo then provided both application administrator and end-user training that enabled the Centre team to effectively manage the application and support their internal customers. As a result, the Newfoundland and Labrador Centre for Health Information has realized substantial service improvements with this service management solution which provides more detailed reporting, better incident management and tracking, and automated notifications that have also reduced the IT group’s workload.

Describe what made your Service of the highest quality. Provide evidence of how the service benefited the customer’s business, e.g. measurable improvements in sales, revenues, cost reduction, productivity, lost time due to outage, etc.

The success factors for the services provided in this project are: • Achievo’s commitment to developing a partnership relationship with our clients • Achievo’s flexibility in creating the ideal service support arrangement that meets our clients needs • Achievo’s large enterprise / public sector experience in providing similar development and support services • Achievo’s expertise with HP Service Management software and other non-HP software • Achievo’s ability to leverage our onsite/offsite delivery model allowed us to significantly lower the project cost and decrease the time-to-deliver Tight budgets and increasingly complex IT environments mean that IT operations teams must operate as efficiently as possible in order to keep the business running and end users satisfied. Research from organizations such as IDC and Forrester’s shows that standardized IT operations processes and workflows supported by automated, integrated tools consistently save time and money while improving service levels. Specifically, the ROI (per IDC) provided through an HP Service Manager implementation is: • A 559% ROI; payback period of less than one year • Downtime decreased, on average, by 35% • Operations cost/user reduced, on average, by $50 • IT productivity improved, on average, by: – Setup and configuration +25% – Incident Mgmt (reporting/repairs) +55% – Problem Mgmt (monitor/forecast) +56% – Scheduled maint., SW & HW support +25%

Describe how services were delivered in a timely fashion and/or how response to a crisis was over and above the accepted norm?

The Centre had a significant problem. The foundation of the organization’s IT services was built on outdated freeware that didn’t provide any management tools or processes. Even worse, the software wasn’t stable and didn’t allow for any automated processes. Armed with government requirements for upgrading the organization’s IT service management infrastructure, the Centre started looking for a solution that would modernize their system and help automate their incident, change, problem, coniguration and service level management processes. After a thorough review process, the Centre selected HP Service Manager as the tool of choice for the foundation of their service management vision. The Centre then began searching for a partner that had information technology infrastructure library (ITIL) expertise. ITIL is a set of best practices that describes critical IT practices and provides comprehensive checklists, tasks and procedures that the Centre could have tailored to its needs. Achievo fit the bill perfectly. During the project, Achievo helped the Centre team standardize their IT approach and implement a robust solution that would automate much of their IT service management processes. Even better, we showed them how our implementation of HP Service Manager would help them quickly identify, isolate, and eliminate IT problems while improving service levels.

Describe how your services go beyond competitors to satisfy the needs of your customer(s). Provide examples or evidence of how your services are the better and why.

As a certified HP software implementation partner and reseller, Achievo’s Service Management practice provides specialized IT professional services that implement, tailor, and integrate HP Service Management Center software (including HP Service Manager, HP Asset Manager, HP UCMDB, HP DecisionCenter, and HP Discovery and Dependency Mapping on either a fixed- or time-and-materials basis to help our clients realize their IT service management vision. As part of a global team of approximately 2,000 IT consultants, Achievo’s IT Service Management (ITSM) practice is focused exclusively on HP technologies and, since 1996, Achievo has worked with both public and private companies, and some of North America’s largest users of HP software. Benefits of our award winning ITSM practice include (but are not limited to): • Ensures that project objectives are met using proven, repeatable processes • Helps the client put an enterprise-ready solution in place for an affordable mid-market price • Gets the client up and running on HP Service Manager fast-go from zero to deployment in weeks, not months • Provides a complete end-to-end solution including process gap analysis, solution design, development and deployment.

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