The global approach to service delivery from HP

Optimising the provision of your IT services, so you can better

respond to change
 An evolutionary
approach to service
delivery
The one constant in the business world today is
change. There’s no escape from it. And as quickly
as your business issues change, so too must your IT.
At HP, we recognise that our customers need to manage
their existing IT environments effectively in the face of
such change, while also under constant pressure to
reduce costs and improve quality.
Consequently, we have designed the services to help. By
driving the adoption of standards, taking full advantage
of developments in technology, and being as flexible
and agile as possible, HP services help you to transform
and manage your IT environment – and achieve a balance
of maintenance and innovation, stability and change.
To ensure you can continue running your business
operations competitively, HP is investing further in
optimising the delivery of our services to you. Our
aim is to create an agile, sustainable model for the
future that is able to meet your changing demands.
The way forward
So what does it mean for you? Well, HP is aligning
more of its IT services to our proven HP Global Delivery
approach. Over many years, this has been a huge
success – providing 24x7 services to large corporations
via a “follow-the-sun” methodology. Based on this success,
we are now pooling all of our service delivery capabilities
into a single organisation that will give more customers
access to HP skills and capabilities around the world.
Small companies right the way up to large multi-nationals
will all benefit. Whether it’s local and on-site or via a
regional/global centre of expertise, HP will deliver its
services with more consistent processes and tools, and
a far better utilisation of skills.
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Many existing HP customers will already be familiar with
the HP Global Delivery concept. Those with fully managed
and outsourced IT services can already vouch for the
skills and expertise of our global centres of expertise,
while those with proactive and mission-critical service
contracts see the advantages of “follow-the-sun” delivery
every day.
HP is now investing more in our global centres of
expertise – and moving away from the limitations of
country-specific service delivery – so more customers
can experience the benefits.
What does it mean?
The HP Global Delivery approach provides many benefits
for both new and existing service customers, including:
• High-quality, responsive delivery for your IT service
needs with access to the best HP skills and resources,
regardless of your location
• An optimised global network that delivers the resources
you need, wherever you need them – on-site, on-shore,
near-shore or far-shore
• The flexibility to dynamically adjust the delivery of
services to you as your strategy and the marketplace
evolves
• Tightly linked delivery processes for a consistent
approach to services across the globe
• Best return on your IT investments, delivered from
a single point of contact that can leverage expert
resources from different locations
• Full portfolio of reliable and cost-effective services,
delivered via standard processes and methodologies
 Bringing a world of expertise to your business
Whether you require a globally consistent approach or a single country solution, with HP you have access to the
broadest and most far-reaching pool of expertise available in the market today.

HP Services employs 69,000 professionals in over 170 countries, and our dedicated HP Global Delivery resources
totals approximately 25,000. The table below outlines the type of expertise and facilities we provide:

HP Services expertise
6,988 certified Microsoft® experts; 30,471 Microsoft-trained specialists

1,611 certified Cisco experts; 8,162 Cisco engineers

3,600 SAP professionals

426 Linux®-certified engineers; 10,210 Linux-skilled engineers

1,777 enterprise and application architects

5,132 J2EE and .NET consultants

9,142 ITIL Mastery-certified experts

2,236 project management professionals

CMMI Level 5-certified centres in China and India

Spotlight on HP Global Delivery

India Centre
• A vital component in HP’s global delivery strategy
for over 15 years, the HP Global Delivery India
Centre is now offering its unsurpassed expertise and
commitment to quality to a broader customer base.

• Based on its large inherent skill base and commitment

to quality, the India Centre has developed a large
repository of proven and repeatable intellectual
property, such as methodologies; best practices;
business processes and workflows; tools; components,
modules and code; and development frameworks
and models.
India
• Through its R&D work, the India Centre has formed
a close connection to HP Labs – HP’s world-renowned
product research facility – providing immediate access
to the latest product and technology developments.
This enables staff to better select, integrate and
customise your solutions.

Bangalore • Access to HP’s worldwide partners further enhances

our technical expertise and ability to deliver high-
quality services for multi-vendor environments. Plus,
we provide expert services in a broad range of IT
environments with an open-systems approach that
support your platform of choice, including Microsoft
Windows®; UNIX® (AIX, Tru64, Linux, Solaris, HP-UX);
Legacy (IBM, VAX, VMS, MVS, MPE); and Embedded
O/S (RTOS).

• As HP aligns a greater number of its IT services to

the HP Global Delivery approach, more and more
customers will now benefit from the expertise and
capabilities of the India Centre.

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A consistent service –
from near to far
The HP Global Delivery approach does not mean
that all of your IT services will be dealt with solely
from one of our Global Delivery centres. Unlike
some vendors, our broad-based capabilities won’t
limit you to a single location.
HP will provide the optimal mix of services, delivered
consistently by the right people from the most appropriate in the necessary local languages.
location, based on the following flexible model.
HP Services has on-site and on-shore delivery resources
across 170 countries in the world. The map shown below
outlines HP’s main far-shore and near-shore centres.
Wroclaw
Toronto Dublin
Barcelona
Guadalajara
Tunis
Mexico City
San Jose
Sao Paulo
Buenos Aires
IT Operations (ITO) delivery centres
Application Services (AS) delivery centres
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On-site and in-country resources
When you need an on-site service to help you plan and
design your IT architecture or keep your IT operational,
you will continue to receive responsive on-site support
from either qualified HP service professionals or carefully
selected HP partner organisations.
Near-shore centres
These provide IT services from within the same time zone
as your business, and from service professionals who
have similar cultural backgrounds and are highly skilled
Far-shore centres
HP has invested in a number of areas of expertise on
a global scale and these HP Global Delivery centres
enable us to provide a consistent service 24x7, wherever
you are in the world. You receive the very highest level
of technical expertise to ensure your IT is fully supported
at all times.
Bucharest
Bratislava Sofia
Warsaw
Dalian
Shanghai
ChongQing
Manila
Bangalore Chennai
Kuala Lumpur
Singapore
Business Process Outsourcing (BPO) delivery centres
Service desk delivery centres
Global delivery,
commitment to quality
HP is committed to providing consistent, high-quality
service delivery from all of its HP Global Delivery
centres. In fact, this is the driving principle behind the
global concept!
To achieve it, every single HP Services facility works to
a framework of common processes, fully supported by
robust tools and methods:
Common process framework
This framework ensures consistent quality in every
service we deliver, and is based on international
standards.
• The HP Global Delivery India Centre was the
second company in the world to obtain the
BS15000 certification, while facilities in
Germany and Singapore have attained the
BS17799 certification.
Investing in processes and skills
HP has over 9,000 staff trained in IT Service
Management and ITIL (IT Infrastructure Library)
processes and methodologies – and we implement
these standards within all of our HP Global Delivery
centres. In addition, we have many consultants who
can help you to adopt these standards yourself, which
will also improve the consistency and quality of service.
Your satisfaction is our priority
HP also places a huge significance on feedback from our
customers – at every phase of the service lifecycle, from
sales to operations. We operate many different customer
satisfaction surveys – the results from which are used to
improve and evolve our HP Global Delivery approach.
Furthermore, we maintain an active complaints process –
which is run at a local level to avoid cultural and
language barriers – that ensures individual cases of
dissatisfaction are handled properly and that corrective
action is taken.

• Commitment to quality is ongoing, with a focus

on the continuous improvement of operational and
delivery processes.

Robust tools and methods

HP works to a set of global methods that ensures a
consistent project management methodology at every
one of our facilities.

• These factor in the best practices from each HP Global

Delivery centre to establish an optimised, hybrid set
of methods.

• In support of this, HP offers a common knowledge

management portal to share knowledge across
boundaries.

• Plus, the same management tools are used at

each centre – such as HP OpenView software.

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 Relationships and
innovation: the keys
to success
Partnerships
HP has a far-reaching network of expert partners who
add value to our service provision at many levels.
For example, through front-line partnerships with the
likes of Microsoft, SAP, Oracle® and BEA, we can
ensure that your HP systems are aligned perfectly with
the industry’s leading applications.
Plus, we have ongoing partnerships with smaller service
providers at a local level who are ideally placed to lend
their expertise on-site and deliver customers a familiar
service every time.
The HP partner principle is that customers should always
get the optimum level of service possible. So if a partner
organisation is better equipped or positioned to deliver
this, then we will use them. However, HP retains ultimate
responsibility for the service delivered, therefore we
operate a strict partner management and monitoring
procedure that ensures each and every partner is meeting
its agreed service levels.
New technologies
As part of the HP Global Delivery approach, HP
continues to make investments in new technologies
and processes that improve the efficiency and
effectiveness of our service delivery.
For example, HP Instant Support Enterprise Edition
(ISEE) is a unique, single support solution for keeping
diverse IT environments up and running. It analyses your
heterogeneous IT systems and sends selected service
information to experts at your defined HP service facility,
who can then action any reactive or proactive support
remotely, as required.

Global service delivery in action: Procter & Gamble

• The Procter & Gamble community consists of nearly 98,000 people working in around 80 countries worldwide,
providing products and services of superior quality and value to consumers in 140 countries.

• In 2003, it struck a ten-year, $3 billion deal with HP for the management and support of its entire global
IT operations.

• This deal is now in full swing, with HP providing consistent management of the overall IT infrastructure;
desktop and end-user support; and applications development and maintenance support – all via our
HP Global Delivery centres.

Global service delivery in action: Syngenta

• Syngenta employs 20,000 people in over 90 countries. The company is committed to sustainable agriculture
through innovative research and technology.

• HP has been working with Syngenta to replace and upgrade the company e-mail system, reduce the number
of servers, and implement a single IT Help Desk solution.

• HP has helped Syngenta drive greater standardisation and simplification and therefore is helping them
reduce costs.

• Together with key partners such as BT, HP provides solution and delivery capabilities that are consistent
around the world.
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 Bulgaria

Slovakia Sofia

Bratislava

Spotlight on HP Global Delivery Bratislava Centre

• Situated near the border with Austria, just 60km from Vienna, the Bratislava Centre is one of the primary
HP Global Delivery centres in Europe. It is home to over 650 multi-lingual support staff who have expert
server and network management skills in technologies such as UNIX, Windows, SAP and networking.

• As a leading IT Operations delivery centre that has been delivering outsourced and managed services
successfully since May 2004, the Bratislava Centre provides consistent support from a stable location
within the European Union. It is a perfect example of the near-shore expertise that HP can deliver through
our HP Global Delivery approach.

Spotlight on HP Global Delivery Sofia Centre

• A new investment for HP in 2006 in Sofia, Bulgaria.

• The Sofia Centre will deliver IT Operations and Service Desk activities.

• Positioned to be a key HP Global Delivery centre with 1000+ multi language support staff.

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For more information on HP’s services, contact your local
HP Services representative.
© Copyright 2006 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. Microsoft and Windows are registered trademarks of Microsoft Corporation
in the United States and/or other countries. UNIX is a registered trademark of The Open Group. Linux is
a registered trademark of Linus Torvalds. Oracle is a registered U.S. trademark of Oracle Corporation,
Redwood City, California.

4AA0-5476EEE. June 2006