Provide a brief description of the Solution, Service Provided, or Initiative?

In 2009, Achievo 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 makes this Solution, Service Provided, or Initiative original or innovative.How is this over and above the accepted norm?

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.

Describe the improvement this Solution, Service Provided, or Initiative made to the customer’s sales or revenues. What changed?

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 the improvement this Solution, Service Provided, or Initiative made to the customer’s efficiency. What changed?

A published quote from our client: “Achievo helped us develop better processes, reduce repetitive problems, and document our IT services so that we can constantly improve our service levels,” said Curtis Smith, Service Desk Manager for the Centre. “Our system is much more user-friendly now, with a service portal and tools that help us serve our customers better. We couldn’t be happier with the services that Achievo has provided.”

How did this Solution, Service Provided, or Initiative improve the customer’s ability to serve its internal and/or external clients?

See above

In what ways does this Solution, Service Provided, or Initiative go above and beyond industry norms and expectations?

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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