HP secures ITIL wins for region

HP is trumpeting a double success for its OpenView software line, with two of the UAE’s largest corporations — Etisalat and Emirates Airline — using it to re-engineer their IT operations in a bid to improve their service quality.

  • E-Mail
By  Caroline Denslow Published  October 9, 2005

HP is trumpeting a double success for its OpenView software line, with two of the UAE’s largest corporations — Etisalat and Emirates Airline — using it to re-engineer their IT operations in a bid to improve their service quality. The two firms have tapped HP to provide consultancy services and training, on top of the vendor’s enterprise management solution, to help them implement best practices across their entire IT operations. The Emirates Airline project, which is worth over US$4 million, will see HP initially deploying OpenView-based software that will help the carrier’s IT department comply with ITIL (IT Infrastructure Library), said Anas Jwaied, software sales director, HP Middle East. “The initial idea of the project is to deliver an enterprise management solution that will help Emirates Airline manage its IT services, IT infrastructure, IT applications and business applications,” Jwaied said. ITIL is an integrated set of best-practice recommendations for IT service management. The concepts within ITIL support IT service providers in the planning of consistent, documented, and repeatable processes that improve service delivery to the business. It covers areas such as incident management, problem management, change management, release management and help desk. While ITIL is expected to help the airline’s IT operations become more cost effective, the move is also part of the company’s initial steps to improve its declining customer service levels. “Aside from freeing up money and resources, the primary driver for Emirates Airline is the service level it can provide to its customers. It thinks very much like a service provider, where it needs to provide quality IT services at predictable costs, and according to certain agreements it has with the business people, so they get a lot better control over their IT operations,” claimed Peter van der Fluit, vice president for software sales and marketing for HP’s global software business unit. Apart from the airline, the five-year deal will also cover other subsidiaries of the Emirates Group, Emirates Airline’s parent company. “The project is driven by Mercator. On one side it’s for Emirates Airlines but on the other side, it’s for the other subsidiaries as well. It’s a frame agreement where they can utilise our management software for the next five years to manage any of their IT services and IT infrastructure,” Jwaied added. With Etisalat, HP has just closed a deal that would let the vendor manage the telco giant’s end-to-end IT infrastructure to get them in line with the ITIL methodology, a project that is almost similar to that of Emirates’ Airline. “We have just concluded a project with Etisalat to manage its own IT infrastructure in the same way Emirates Airlines is approaching it. Etisalat is very much engaged with ITIL. It is conducting ITIL awareness and education campaigns within the organisation,” explained Jwaied. The telco’s decision to comply with ITIL is mainly influenced by its recent expansion plans across the region. The fact that the company has been an OpenView customer since 2000 has made it easier for Etisalat to choose HP for the project, Jwaied claimed. “The OSS (Operations Support Systems) solutions that it has are based on OpenView. Its internet data centre is based on OpenView, and now the third piece to complement the overall picture is its own IT division where the company is discontinuing the use of some of its applications and deploy software that would complement the overall solution that it has,” he said.

Add a Comment

Your display name This field is mandatory

Your e-mail address This field is mandatory (Your e-mail address won't be published)

Security code