Operational IT service management (ITSM)

Executive summary............................................................................................................................... 2 Strategic challenge: How can you continually improve the quality of your IT service?................................... 2 Creating an IT organization that easily adapts to new challenges.............................................................. 3 Maintaining alignment with the business and adapting to change.......................................................... 3 Consistently delivering high-quality services......................................................................................... 3 Reducing IT and business risk ............................................................................................................ 3 Reducing costs of IT operations .......................................................................................................... 3 Eliminating distractions ..................................................................................................................... 3 ISO/IEC 20000: an international quality standard for ITSM ..................................................................... 4 Improving day-to-day service activities with ITSM..................................................................................... 4 Relying on operational ITSM ................................................................................................................. 5 Achieving consistent, high-quality service is not easy ............................................................................ 6 How can HP help? ............................................................................................................................... 7 Transformational and operational ITSM .............................................................................................. 7 Developing the service improvement plan ........................................................................................... 7 Establishing metrics for success ...................................................................................................... 7 Implementing the service improvement plan ..................................................................................... 7 Re-evaluating to accommodate continual business change................................................................. 7 HP Operational ITSM Services at a glance ............................................................................................. 8 ITSM Assessment Services ................................................................................................................. 8 Education services............................................................................................................................ 9 Mission Critical Partnership (MCP) Service .......................................................................................... 9 ITSM Improvement Services ............................................................................................................. 10 The HP difference .............................................................................................................................. 10 Find out more .................................................................................................................................... 12

Executive summary
Over the years, information technology (IT) has become so essential to the business world that it would be impossible for most companies to function, let alone succeed, without it. Demands that business-critical systems run at peak performance, enable strategic changes, and drive revenue growth are escalating. At the same time, CEOs are looking for reductions in IT expenditure. The result is an increasing gap between business demands and ITs ability to keep up. IT organizations are faced with the challenge of controlling costs while increasing ITs value to the business. They need to do more with less and to shift their value from that of a technology provider to that of a strategic partner providing business value. To meet this need, IT organizations must evolve into trusted service providers that adapt quickly and offer the cost-effective, reliable, flexible IT services so critical to todays business initiatives. This evolution is not easy. It requires that the IT organization adopt an IT service management (ITSM) framework, invest in the right types of technology, develop and implement the correct IT processes, and train people to apply these technologies and processes properly. Depending on the unique and specific needs of a business, management may choose to implement one of the following two approaches to ITSM: Transformational ITSM is designed to help the organization implement major changes (transformational changes) to their service management practices. Operational ITSM is designed to help IT incrementally and continually improve their service management practices on an ongoing basis. HPs approach to significant and lasting improvements in service management outcomes is not just to focus on discrete improvement projectsbut also to provide IT organizations with help in establishing and running formal continual improvement programs as well as in executing everyday operational ITSM tasks. This focus on operational ITSM also provides an evolutionary approach for companies that may not have the resources to finance and staff a large ITSM implementation project, including people, processes, and technologies. HP ITSM Services can help IT organizations through this process and facilitate the successful realization of their service management and business goals.

Strategic challenge: How can you continually improve the quality of your IT service?
More than likely, when you discuss improving the quality of IT services, you and your IT team are facing these key questions: How effective is our IT service now? How well prepared are we to deliver the right level of service? What risks could impact our ability to deliver high availability and meet service-level commitments? How can we make incremental improvements and remove some of these risks? Can we implement new technology without introducing new risks? How do we improve productivity to reduce costs and still continue to meet service levels? How can we address these issues without a major investment? What are the relevant skills needed for IT staff to be more productive, effective, and servicefocused?

Creating an IT organization that easily adapts to new challenges

To be competitive today, companies must innovate quickly in response to new challenges and opportunities. Businesses across all industriesfrom banks and network service providers to manufacturing companiesare continually innovating, bringing new customer services to market, and acquiring new businesses in the quest for competitive advantage. IT organizations play a vital role in enabling business processes and change, and this dynamic environment creates multiple, simultaneous challenges. For example, management is typically faced with the challenge of enabling business growth through IT, while aligning business and IT strategies. At the same time, there is mounting pressure to show the business value of IT, making sure that internal resources compete favorably on performance and price with external service providers. In addition, management needs to continue to measure key performance indicators (KPIs) for IT operations and services. And there is new pressure to improve IT governance to support good business governance while maintaining business continuity, availability, security, and privacy.

Maintaining alignment with the business and adapting to change

The degree to which an IT department can function as a full business partner is dependent on the CIOs ability to focus IT resources on the priorities driving the business; to deliver innovative, highquality services; and to manage the IT/business relationship so that business management sees clear value and acknowledges that IT is a key partner in driving the businesss success. IT organizations and the infrastructure must be able to adapt to changing business needs without sacrificing service quality.

Consistently delivering high-quality services

IT organizations that enable innovation consistently manage and deliver high-quality, reliable, end-toend IT services that can be adapted to address new business conditions. This level of quality and flexibility requires a service management approach that continually re-establishes the benchmarks for success and implements action plans to meet benchmark goals.

Reducing IT and business risk

Given the high business impact of downtime inherent in many mission-critical applications and processes, it is incumbent on the IT organization to continually identify and remove the risks that cause service disruptions. This requires proactive investments in training staff, improving IT processes, implementing the right technologies, and ensuring the right level of support and management of the environment.

Reducing costs of IT operations

The pressure to reduce IT operational costs is unrelenting. However, cost reduction can come at the expense of service quality. The balancing act that most organizations face is to be sure that the businesss functionality, availability, security, and performance needs are metwhile also meeting operational cost reduction goals.

Eliminating distractions
Industry research suggests that many IT departments are focused on maintaining infrastructure rather than on innovating. Studies show that, on average, 70% of IT budgets are spent on maintaining infrastructure that tends to be complex, slow to change, and difficult to managewith associated

fixed expenses that are too high. The result is that far too few resources are focused on understanding and meeting changing business requirements.

ISO/IEC 20000: an international quality standard for ITSM

To achieve significant and lasting improvements in service management outcomes, IT organizations need a quality approach for IT services. Just as manufacturing companies use a quality management system to ensure both product consistency and ongoing improvements to the manufacturing process, IT organizations need a service management system that: Provides a continual focus on IT service management quality Makes sure that ITSM best practices are institutionalized as a way of life Works at the operational level Ensures that service management evolves over time to meet changing business needs A formal process for managing the quality of an IT service using a service improvement plan (SIP) is mandatory for companies that are interested in passing an ISO/IEC 20000 audit. A summary of requirements in section 4.4 of the ISO/IEC 20000-1:2005 standard (an evolution of the BS 15000 standard), entitled Continual Improvement, states that: A published policy on service improvement must be in place. Noncompliance to the standard or your own service management plans must be remedied. A process must be in place to identify, assess and manage improvements on an ongoing basis, and appropriate roles and responsibilities assigned. A plan must be used to control this activity. HP addresses this requirement by helping you to create and manage a SIP and helping you to manage its ongoing implementation, saving your business a great deal of time and effort.

Improving day-to-day service activities with ITSM

ITSM focuses on achieving continual and ongoing improvement in IT service management practices. The newest version of the ITSM standard, ITIL v3, emphasizes this continual service improvement. Operational ITSM is really all about the day-to-day service activities within your business and IT environment. These activities generally include: Day-to-day governance of the IT organization and the services it provides (the service management system) Execution of the service management processes KPI monitoring Service reporting Periodic assessment and benchmarking Continual service improvement Technology management Internal and external audit requirements Regulatory compliance Risk management Identifying and aligning with changed business requirements Implementing business and technology change

Transformational ITSM is distinct from discrete ITSM implementation projects or making step changes in maturity, transformational ITSM focuses on helping organizations implement major strategic changes in their service management practices. This typically involves not only major change but management of change (MoC)transforming IT toward service management.

Operational ITSM: delivering what the business wants, day one and ongoing

Relying on operational ITSM

Many companies have already invested in improving service management, leveraging a variety of best practices and standards including ITIL, COBIT, ISO/IEC 20000, and others. Yet they still face challenges in meeting service-level commitments and incorporating new technology and business changes. It takes extensive time and resources to assess risks and determine what areas need to change, where to focus, how to change, and how to measure progress. Every business is differentthere is no one size fits all approach to tuning service management practices. HP provides a pragmatic approach that utilizes industry standards and best practices to help customers implement continual service improvement. Working closely with your IT organization, HP experts help you identify where to focus service improvement efforts and how to implement changes that pay off in terms of reduced risk, improved service quality, and greater operational efficiency. Most IT departments are now applying ITSM best practices and standards to answer these questions and make lasting improvements to their IT operations. Once of interest to a minority of businesses, implementation of ITSM best practices is now mainstream. One thing is clear: organizations that are not in the process of implementing ITSM best practices or utilizing them to improve current operations will be at an inherent disadvantage compared with their faster-moving competitors.

Because of the widespread press about the benefits of leveraging ITSM best practices, many IT organizations today are implementing new practices or tuning current ones. The question is, are they staying on track and meeting their goals? On a more practical level: Are these IT organizations consistently meeting their service-level agreements (SLAs)? Can the IT organization continue to meet SLAs in the face of ongoing business change? Do IT organizations have confidence that all key areas of risk have been identified and addressed for their business-critical services? Are processes in place to ensure continual businessIT alignment? Does the business agree that IT is delivering significant value? Does the management of IT operations optimize service quality, balancing risks versus costs? For many IT organizations, the answer to some of these questions is no. Often, service management improvements are handled as one-time implementation projects to improve specific areas such as the service desk, incident management, or change management. These projects have distinct start and end dates and often require a significant commitment of resources. While they yield benefits, they do not address the issue of how to manage and modify service management practices for ongoing dayto-day IT operations. After starting to implement ITSM best practices, many IT organizations find it difficult, due to competing business priorities, to continually improve service management practices. But business and technology changes occur constantly, creating a need for regular re-evaluation, adaptation, and incremental changes to everyday management activities. In short, IT organizations also require a dayto-day operational approach to IT service management in order to stay on track and meet their goals.

Achieving consistent, high-quality service is not easy

Several industry standards and best practices are available to help define high-quality service management. Most companies turn to the OGC IT Infrastructure Library (ITIL), a comprehensive and widely respected source of independent ITSM best practices. ITIL has been widely adopted worldwide and is strongly supported and promoted by the vendor-independent IT Service Management Forum (itSMF). While ITIL is recognized as a foundation resource for ITSM, many companies are evaluating the ISO/IEC 20000 IT service management standard. This standard, aligned with ITIL best practices, specifies the minimum requirements for an IT organization to deliver high-quality service to their business. IT organizations can be audited and certified by an independent organization against the standard. In addition to setting clear quality levels, ISO/IEC 20000 has also debunked the common assumption that an IT organization can just implement ITIL processes once and be finished. Rather, ISO/IEC 20000 states that organizations must continually improve the services they provide and publish a policy on service improvement, using a formal process to identify, assess and manage improvements on an ongoing basis. 1 In addition to ITIL and ISO/IEC 20000, many organizations interested in improving their IT service management capabilities also investigate and interpret other industry best practices, including COBIT (an IT governance framework) and the Capability Maturity Model Integration (CMMI) methodology for measuring and improving process maturity, as well as industry specific approaches such as the enhanced Telecom Operations Map (eTOM). While all of these standards provide a wealth of information and helpful guidelines, many IT organizations find that it is time-consuming and costly to determine exactly which pieces of the standards they needand how to adapt those pieces to fit their specific requirements. To avoid overinvesting in service management improvements, it is critical that organizations carefully determine the right level of effort and resources required to meet their objectives.
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Source: ISO/IEC 20000-1:2005, Section 4.4 Continual Improvement

How can HP help?

Transformational and operational ITSM
HP takes an integrated, lifecycle approach to ITSM, with services designed to assist you during any phase of ITSM development. Our services generally fall into two key areas: Transformational ITSM covers all services that are relevant to an IT department that is seeking to make major investments in new elements of service management. These services may likely involve ongoing consulting and education. ITSM Transformation focuses on service strategy, design, and transformation. Transformational ITSM is a journey over time, where the people factor plays an essential role. Employees at all levels need to be ready to respond and accept changebe it in new objectives, roles/responsibilities, organizational structures, and attitudes with an IT environment. Operational ITSM focuses on the day-to-day issues of running an IT department, good governance, and continual improvement, where people, process, and technology issues need to be fine-tuned or improved. Operational ITSM is essential to enhancing day-to-day operations and establishing an ethos of continual improvement.

Developing the service improvement plan

Using the findings from the assessment, HP service professionals hold a workshop with you to agree upon and prioritize the areas of focus for your service improvement program. HPs service improvement planning tools take this information as an input in generating a step-by-step service improvement plan (SIP) to close the gaps between your current service delivery capabilities and where you want to be. This detailed SIP plan demystifies the process of turning best practices into IT service management improvements by describing exactly what needs to be done, how it should be accomplished, and when. Establishing metrics for success HP will also work with you to determine the key performance indicators (KPIs) and benchmarks that will be used to track service quality and measure improvements over time. HP will recommend specific metrics, which you can adopt or change as you see fit. The recommended metrics align with each of the areas of service management and reflect improvements in process maturity, process efficiency and effectiveness, reduction of risk, and progress in attaining SLAs and KPI targets. Implementing the service improvement plan Throughout implementation of your service improvement plan, HP is continually involved to address roadblocks, provide the resources and expertise needed to drive progress, give guidance to teams working on specific actions in the SIP, and act as an extension of your IT team. Your HP service professional also serves as a project manager, conducting regular checks to see if tasks are being completed according to the plan and to verify that identified risks have been either eliminated or reduced to an acceptable level. Re-evaluating to accommodate continual business change As part of the ongoing partnership, HP periodically reassesses your management practices. Reassessments may be triggered by new business or technology changes that impact your SLAsor simply by the desire to evaluate progress. HP also carries out service outage analysis after signficant outages, to identify further improvement opportunities. The outcomes of the reassessment typically result in incremental changes or new modifications to the existing service improvement plan. This process of assessing and adapting over time helps to formalize your quality management system for IT service.

HP Operational ITSM Services at a glance

Whether you are looking to gain an understanding of your ITSM needs, educate your staff on best practices and standards, or take advantage of ongoing services that can continually improve your IT operations, we can provide the proven expertise and flexibility you need.

ITSM Assessment Services

HP will provide a detailed ITSM assessment and gap analysis that analyzes your IT organizations ability to meet the service level commitments agreed with your business. The assessment clearly identifies areas of risk to IT availability and any other weakness in your ITSM implementation. A detailed gap analysis is provided and recommendations are made to address the issues identified. It is a targeted, objective look at your specific business and IT processes, designed as input to a service improvement process. The assessment helps you understand where you need to make improvements in order to enhance service levels and increase your efficiency and effectiveness. It tests your current practices against a selection of the most relevant criteria chosen from a database of more than 1200 best practices derived from the key industry best practices and standards for IT service management (including ITIL, ISO/IEC 20000, CobiT, and others). These criteria do not reflect an arbitrary high bar that is unnecessarily difficult to reach; HP has also designed a scoring mechanism that takes your specific business environment into account, providing you with an assessment that genuinely reflects the challenges your business faces. Another key advantage is that HP has already analyzed the relevant sources of best practice and built criteria that provide an independent, objective, third-party assessmentproviding a clear, accurate picture and saving you significant effort in deciding which standards and best practices are right for you. The assessment also provides a rationale for the scoring undertaken in each service management area, and a detailed best practice is provided in response to each gap identified. This information helps to establish just how much improvement is needed in each area, as well as the priorities and timelines for your ITSM investments. A detailed assessment report provides you with detailed explanations and information, including the following: Risks to availability and the quality of service being delivered The level of ITSM maturity within your organization Efficiency and effectiveness of each service management process The quality of IT infrastructure deployed Our full range of ITSM Assessment Services focuses on helping you identify service management gaps and create workable action plans, with the goal of: Aligning IT priorities and investments to business needs Identifying areas of risk that could result in service-level commitments not being met Providing stability in the face of constant business and technology change Decreasing IT operating costs Improving the quality of IT services delivered Delivering more reliable business support Enhancing customer satisfaction Achieving greater flexibility

 Establishing a clearer understanding of ITs capabilities to drive business growth Implementing an appropriate level of ITSM maturity that both matches business requirements and satisfies customer and industry demand for standards implementation and regulatory compliance

Education services
With access to the broadest range of ITIL/ITSM courses available in the industry, you benefit from depth of content based on HPs extensive, real-world experience delivering ITSM solutions to our customers. Our custom learning solutions address the specific training requirements for complex ITSM initiatives. All employees benefit from a personalized education plan based on their current ITSM knowledge, roles, and responsibilities so that no one wastes time in the wrong classes. For maximum flexibility, we tailor our classes to your particular needs and can deliver training either onsite, in HP Education Centers, or online for convenient 24x7 access. Awareness courses: These courses provide a brief and concise introduction to service management disciplines and benefits. They are ideal for staff or senior management who might be involved on the periphery of ITSM, or those new to the topic that need a broad, brief introduction. Our innovative High Performance ITSM Simulation, based on Formula 1 racing, introduces the fundamental ITIL concepts. More importantly, this interactive and hands-on workshop enables participants to understand why ITIL/ITSM is so critical. Foundation courses: These courses introduce the concepts of ITSM and provide a solid foundation for those seeking an entry-level professional qualification in ITSM. They form the basis for those wishing to progress to Practitioner Level qualification or obtain a full Managers Certificate. Practitioner courses: These courses have high practical content and are aligned to each individual ITIL service management discipline. This level of the curriculum will provide all the necessary education for IT professionals who have, or will have, hands-on responsibility for planning, implementing, and running one of the ITIL processes. Managers courses: These courses consist of two one-week training courses followed by a review and exam preparation day. They are suitable for candidates with at least five years of relevant IT experience. Supplementary: These optional courses are for IT professionals or managers who intend to pursue more advanced ITIL topics such as ISO 20000 or IT governance, or who need HP OpenView Service Desk training. www.hp.com/learn/itsm

Mission Critical Partnership (MCP) Service

The HP Mission Critical Partnership (MCP) helps you continually increase service maturity and improve your IT operations to meet business commitments. As part of this ongoing support relationship, we apply standards such as ITIL, ISO/IEC 2000, and CobiTas well as othersto enable quarter-over-quarter improvements in service management. Through the MCP Service, you are supported by an integrated team of technology and service management professionals who provide full proactive and reactive support for the people, processes, and technologies that deliver businesscritical IT services. MCP helps you clearly understand availability risks, develop a plan to address them, and gain ongoing assistance to drive improvements. For internal IT organizations or internal service providers who need to demonstrate the ability to deliver high-quality, well-controlled service, MCP can lead to an HP certification or help prepare for compliance with audits and regulatory requirements, such as Sarbanes-Oxley.

ITSM Improvement Services

ITSM Improvement Services give you an alternative to running a large, long-term ITIL implementation project. These services are ideal for customers who want to augment and improve existing service management practicesstep by stepto close key gaps between current capabilities and those that need to be developed in order to deliver higher-quality service. As part of an ongoing support relationship with HP delivered through Proactive 24 Service or Critical Service, you can take advantage of our expertise across a full range of IT service and technology management practices. We assign a team of support professionals who make sure that all your support needs are being addressedand we utilize a globally consistent set of practices, procedures, and technologies to help you meet your objectives for operational effectiveness and availability. To help you accelerate progress in meeting service quality improvement objectives, we offer two levels of ITSM Improvement Services: HP Fundamental ITSM Improvement ServiceThis optional service is integrated with HP Proactive 24 Service (P24). It extends the value of your Proactive 24 Service contract, adding the ITSM Improvement capabilities to the P24 value delivery process. You benefit from HPs expertise in helping customers manage technology as well as IT service delivery and support. Your HP customer support team coordinates all support services, including proactive and reactive technology support, to make sure that you not only improve service quality, but also improve the effectiveness of your technology environment. HP Expanded ITSM Improvement ServiceThis optional service is integrated with HP Critical Service (CS) to include comprehensive high-availability support for your technology infrastructure. It extends the value of your CS contract, adding the BCC, ITSM assessment, and service improvement planning to the CS value delivery process. It provides a more in-depth approach to help you achieve your service-level commitments, increasing process maturity and mitigating risks in multiple aspects of service managementincluding service support, service delivery, technology management, and IT governance. This service also probes more deeply into the service management areas that commonly cause the most problems for our customers. Potential benefits include incremental improvements in IT and business alignment, reduced delivery and support costs, and reduced availability risks.

The HP difference
What makes the HP difference? Recognized thought leadership in ITSM with active contributions to the original ITIL library, the new ITIL v3 (for which HP is actively involved in authoring new books), the itSMF ISO/IEC Certification and Qualification schemes, and other industry ITSM initiatives. Also making the difference are our proven expertise and extensive experience in delivering IT services to mission-critical environments worldwide. With HP, you can take advantage of best-in-class service delivery capabilities, including: Over 5,000 ITIL-certified IT professionals ITIL-certified Business Critical Consultants who specialize in ITSM support HPs experience in training over 80,000 professionals in ITIL, ITSM, and HP OpenView management applications One of the largest and most knowledgeable ITIL/ITSM certified workforces, with extensive global capabilities: More than 80 education centers worldwide that are authorized ITIL examination centers 35 support centers More than 80 business-critical consultants specializing in ITSM operational support 2,500 employees engaged in business service and infrastructure management solutions HP GlobalSoft Ltd. was one of the first companies in the world to attain BS 15000 (now ISO 20000) certification, a quality standard in ITSM.

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 HPs continued commitment to standards such as ITIL and support for the user group, ITSM Forum (itSMF): Global member of itSMF Board member of itSMF USA Founding member of itSMF chapters in USA, Canada, Japan, India, Singapore, Hungary, and Poland Involved in writing and reviewing ITIL books Involved in the development of the itSMF BS 15000 (now ISO 20000) Certification Scheme HP/Compaq were both lead authors and developers of the ITIL-based Microsoft Operations Framework (MOF). ITIL is the foundation for HPs ITSM Reference Model. Holistic approachHP Services provides solutions to business problems through a comprehensive approach employing people, processes, and technology customized to our customers culture. (Note: 80% of unplanned downtime is due to people and processes, not technology.) PeopleHPs services professionals help ensure that the necessary actions take place to build and propagate a sustainable IT organizational modelone supported by a service-oriented culture with people who have the right skills, roles, responsibilities, and metrics to bring about success. Through HP Education Services, we offer one of the industrys most complete ITIL curriculacovering Foundation, Service Manager, and Practitioner certification courses. More than just standard ITIL classroom courses, HP offers education solutions. Our education consultants determine customer requirements and then, based on that data, recommend and develop custom curricula tailored to meet unique needs. Additionally, our extensive HP OpenView curriculum helps customers understand how to enhance the softwares service management capabilities. ProcessesBased on HPs extensive years of ITIL/ITSM experience, the HP ITSM Reference Model is backed up by a broad range of client-tested best methodologies. These methodologies are combined with our best-practice experience in the HP OpenView Service Desk product to help you effectively increase the business value of service management. TechnologyHPs ITSM approach covers the technology used to run a specific service to a given service-level agreement. We evaluate the technology, using unique patented availability modeling tools to predict the overall availability and applying What if? analysis to determine the most appropriate mix of technology and support services. In addition, the comprehensive suite of HP OpenView management products is at the core of HPs ITSM approach. Through industryleading HP OpenView technology, IT services are able to run on a highly available, wellperforming, end-to-end infrastructure with automated IT processes. Fastest time to valueWhen HP works with customers, our services professionals typically start engagements with 60 percent of what any company needs to transform a specific processand then have to customize only 40 percent to fit the customers unique needs, environment, and culture. This unique directed design approach to process design and implementation dramatically accelerates progress and reduces costs. Management of Change (MoC)HP recognizes that institutionalizing a service-oriented culture is a long-term commitment to skill enhancement and cultural change. ITSM changes the way people perform their jobs as well as their roles, responsibilities, metrics, and often the entire IT organizational structure. HP is unique in our focus on MoC and has built this as a core capability of all ITSM consultants in order to ensure that MoC is comprehensively addressed to help customers boost their success rate with ITIL/ITSM adoption.

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 Comprehensive approach to address all aspects of customer needsHP Services experienced professionals offer a comprehensive set of solutions and capabilities to assist customers in designing, building, integrating, managing, and evolving a lean, service-centric IT organization that delivers maximum business value. When you choose HP, you are working with one of the most trusted names in ITHP offers more than 40 years of experience delivering infrastructure support, a staff of 69,000 service professionals worldwide (including 5,000 trained high availability experts), and a network of 70,000 channel partners. With a global reach that covers more than 170 countries and a proven track record, HP Services can respond to your business needs wherever and whenever you need assistance. As you expand the boundaries of your business, you can count on HP for local language support throughout the world.

Find out more

For more information about HP Services for Operational ITSM, please visit: www.hp.com/services/itsm

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 is a U.S. registered trademark of Microsoft Corporation. 4AA0-9689ENW, December 2006