Hewlett-Packard HK SAR Limited -- Customer satisfaction and service marketing in enterprise services

Abstract

Hewlett-Packard (HP) is one of the leading IT services providers, and IT service delivery involves customer perception and the quality of service delivered. HP is trying to standardize IT service delivery for all customers under Enterprise Services. They believe the implementation of ITIL and ITSM can benefit the delivery team and customer. The service management team at HP aims to standardize the delivery process for the delivery team. An impressive transformation and service management initiative has been started with the support of HP's top management. The Global Integrated Service Management in HP is not a new organization in HP, but it is new in the Asia Pacific Region. The organization was established in Aug 2010. The goal of the organization is to align the standards of all the customers in Asia Pacific Region to HP's global standard. The ITIL and ITSM concepts in the Asia Pacific Region are weak and immature. The service management team needs to do a great deal during the transformation. The maturity of the ITIL and ITSM concepts in the North Asia Region is relatively lower than in the South Asia Region, and there are many customers in the North Asia Region. The North Asia Service Management Team is working with a resource constraint and resistance from the delivery team. In this project, the maturity level and the use of the ITSM process in the North Asia Region will be analyzed to see how they match with overall performance ratings and customer loyalty. Although the delivery team has been encouraged to adopt the ITSM process by being told its benefits in theory, the delivery team can better understand these benefits from real data, overall performance ratings, and customer perspectives. A list of existing HP accounts will be involved in the project, and the result will be shared with the other delivery teams. The service management team can align with the HP global standard and achieve the goals of the organization.