Evergreen Systems Technology Services

The leader in ITIL, ITSM and ITAM process consulting is also the leader in IT automation implementation. We are also experts in upgrading, implementing and system integrating the HP™ Business Technology Optimization (BTO) Operations suite product line, including Service Management, Asset Management and Enterprise Discovery.

Our technology services, like our consulting services, focus on business alignment with ITIL best practices and achieving quantifiable ROI results as quickly as possible. We

• prove value early and often.
• drive towards alignment with your business priorities.
• establish firm 'value' objectives at project inception.
• measure value with ROI and strategic alignment.

Service Manager Implementation Services

Our process begins with business needs analysis and ends with post-implementation support and knowledge transfer. We help our clients get operational quickly and accurately by helping them gather configuration, security and supporting data, using pre-deployment checklists and our proprietary Service Management Decision Making Guides to

• identify roles and responsibilities.
• highlight server and database requirements.
• drive key system configuration decisions.
• pinpoint critical workflow issues.
• gather and configure data for system input.

'Quick Time to Value' Implementation Process

Our technology service process is validated by ten years' experience. Once on site we provide

• business process alignment ensuring project goals are aligned with essential business processes, as our consultants conduct workshops and interview with key personnel, using our proprietary Evergreen data gathering guides and tools.
• project implementation, coming on site to guide your staff every step of the way, as we work with you to align your service management implementation with ITIL and business objectives.
• testing and quality assurance, which culminates in modeling, rigorous testing and QA prior to system deployment.
• knowledge transfer and project completion, where system implementation is tracked against metrics and deliverables.

With Evergreen You Get the Team

Each Evergreen technology engagement is lead by a Solutions Architect, managing a team of Service Manager technology experts, HP and ITIL foundation certified, dedicted to

• gathering customer requirements to tailor your system to best practice ITIL practices and your business objectives.
• identifying Service Management implementation tasks that lead to milestones that culminate in your ITIL-aligned system.
• estimating level of effort required and assigning resources.
• expediting tasks and mentoring implementation challenges.
• designing, building, modeling and testing your system.
• providing post-implementation support, knowledge transfer.

Proof of Concept is in Your Results

• A high-quality implementation, tailored to your needs, delivering a better system at a lower total cost of ownership.
• Total system modeled, tested and implemented with training and knowledge transfer, delivered with ITIL alignment.
• 'Go Live' where your Evergreen team is there to see the system into a smooth and full production environment.

Configuration for Service and Incident Managment

We work with you to align your system with business goals, using our proprietary processes and tools to gather data and configure

• data population of standard data.
• service and incident forms to meet functional requirements.
• service and incident environment settings.
• alerts and notifications.
• inboxes, charts and marquees.
• optional web tier used by clients for ServiceCenter access.
• definition and creation of the category structure.

Problem Management

All incident management processes are geared towards expedited service restoration in event of failure. Problem analysis focuses on root cause and when solved goes to Change Management.

We work with your team to combine processes and leverage HP SM technology so that you're left with a system that consistently identifies, analyzes and resolves problems using

• cause codes.
• problem classification and assignment.
• tasks opened.
• trend analysis.
• problem management module tracking from open tickets.

Service Level Management

The Evergreen team works with your group to leverage Service Manager's powerful service level management module to set 'levels' of service, monitor them and develop business rules for appropriate service levels. We help you assign queues and users and monitor your pre-defined business rules, ensuring quick time to resolution and meeting your defined service levels.

Evergreen and HP Service Manager facilitate your development of SLAs and allow your organization to benchmark and track service against your pre-defined metrics. We help you define the service you will deliver using service management environment settings.

We train your people on how to leverge the Service Management reporting capability for easy auditing and tracking of SLA metrics.

Configuration Management

Should your implementation include configuration management, we work with you to configure the Configuration Management module to

• store CIs (configuration items), attributes and relationships that make up your IT infrastructure.
• associate CIs with Incidents and Changes.
• Create users; assign groups, profiles and security.

End-User Self Service (SST)

The Evergreen team will assist in the installation and configuration of the Service Manager Self Service Ticketing module, provding customers the ability to submit service level management records (calls) via a web-based self-service portal for call submission.

Product Build and Test

We assist you with implementation through the test and issue resolution process, working through a minimum of two test cycles, involving representatives from both the implementation team as well as end-user test subjects. We build a prototype installation using the data gathered in previous project phases and get feedback from IT and end users. This approach is also used to train your team prior to system production.

Going Live with the Evergreen Team

The Evergreen team is there for you as you take your system into live production, working with you to develop and implement a test plan and assist you through to quality assurance and system stabilization.

During 'go live' we focus on user training and adoption, leaving your team with the tools they need to operate and optimize your service management system. We finish by ensuring system performance is tracked against your pre-established business metrics.

Post-production support includes a detailed migration checklist, user guidance and support and post-production issue resolution. We leave you with an HP Service Manager IT automation system, backed by Evergreen tools and training and ITIL best practices.

Solving Your ITSM Process Improvement Challenges with HP BTO Technologies

We partner with 'best-of-breed' IT infrastructure technology provider Hewlett Packard. HP provides advanced BTO ServiceCenter and AssetCenter applications, and through its acquisition of Mercury also provides application monitoring (MAM), advanced Configuration Management and a 'universal' CMDB (Configuration Management Database). As legacy Peregrine resellers and a long-time Mercury partner as well, we have had years of experience with the installation, upgrade and integration of all these applications as well as the customization of features for special client requirements. We have chosen HP as our sole resale business partner because we believe they offer the most comprehensive and compatible suite of total IT infrastructure products on the market.

Through Evergreen's recent merger with net.works (NDW) the new company will now also sell, install and maintain HP Client Automation Enterprise software (legacy Radia products) and Server Automation software (legacy Opsware). This creates one of HP's only business partners to span expertise across their entire BTO product line, from the IT service management function to encompass all client, server, desktop and data center automation capabilities.

As an HP 'Gold' partner we blend a long history of legacy Peregrine and Mercury technology expertise in implementation, system integration, customization and support with leadership in ITIL, ITSM and ITAM consulting. On November 26 we announced a new offering that combines Evergreen's process and technology consulting services with HP's new IT Service Management (ITSM) solution. Evergreen's bundle will include:

• Evergreen ITIL Assessment 'scorecard' (which includes a summarized ITIL report card with recommendations for ITIL process improvement).
• Web-based customer service survey utility integrated with HP Service Manager.
• HP Service Manager 7.0 and HP DecisionCenter 2.0 IT Performance Analytics.
• Options for additional HP Service Manager modules including: Change Management, Service Catalog, Knowledge Management, and Service Level Management.
• Options for extended customized reporting.

The Evergreen bundle offers an ITIL assessment 'scorecard' that will combine process improvement with HP Service Manager and HP DecisionCenter IT Performance Analytics and dashboards. The ITIL services/technology package can then be enhanced with additional modules that are pinpointed by the maturity scorecard as critical to the IT process improvement of the individual business. Enhancement modules will include 'starter packages' of HP Service Manager modules:

• Change Management
• Service Catalog
• Knowledge Management
• Service Level Management

The Evergreen package also includes e a web-enabled, portal-based customer service survey that will come integrated with HP Service Manager and allow IT organizations to automatically poll and analyze services delivered to their internal clients. A variety of extended reporting options may also be added to enhance analysis of key metrics as defined in the scorecard and in the HP Service Manager KPIs (Key Performance Indicators).

By targeting high-growth, 'mid-market' commercial and government organizations that have outgrown their current help desk and service level management technologies, Evergreen is helping clients 'leap frog' their IT infrastructure while still maintaining control over costs and retaining strategic advantage. Positioned as a fixed-price, one-time expenditure that will serve as a cost-effective and strategic alternative to outsourcing, the offering has been developed in response to a trend noted by Evergreen among its high-growth, mid-market account base.

This new offering will provide clients with:

• Single-source staffing and resources to meet the needs of high-growth companies.
• Strategic long-term investment that bundles best practice processes, system integration and a best-of-breed suite of ITIL v3 technologies.
• IT and business alignment integrated with each solution.
• Flexibility and pricing tailored to the specific needs of the high-growth emerging enterprise client.
• Predictable upward migration technology path.

The new bundle will buck the industry's conventional approach of considering service level management technology as a 'cost center' investment and position it as a long-term, strategic investment guaranteeing security and quality of IT infrastructure to companies graduating from the mid-market to enterprise level.

For more information about this offer email info@evergreensys.com

Learn more about all of Evergreen's offerings at http://www.evergreensys.com/services/

Check out more about HP Software's new IT strategy by connecting with their online press kit:

www.hp.com/go/swuniverse07barcelona

Evergreen Systems a Legacy Peregrine and Mercury Technology Partner

Working with the client's existing HP ServiceCenter™, AssetCenter™ and Mercury technologies, we overlay process, procedures and best practices as an integral part of the overall project. We understand both IT best practice and HP best-of-breed infrastructure technology, so with every project we blend:

• ITIL maturity assessment and benchmarking
• Targeted process improvement
• Supporting technology implementation, upgrade, enhancement or system integration.

What does this mean to a client?

• One-stop shopping for ITIL maturity assessment, process improvement and technology implementation.
• The ability to move your IT process to the next level, regardless of the type or state of your supporting HP technology or your overall IT process maturity.
• Alignment of your current technology with your desired end-state for mature processes and procedures.
• Guaranteed expertise in HP ServiceCenter, AssetCenter and uCMDB

Evergreen has a track record of understanding and support of legacy Peregrine applications (including ServiceCenter and AssetCenter) as well as background in Mercury technologies. This track record, combined with ten years of experience with ITIL, ITAM and IT process improvement consultation, sets us apart in the world of HP technology partners.

From David Polack, HP Solution Software Architect:

"This message is to complement the great work Evergreen is doing with our current client. The work that has been done in tailoring the system for the client was exactly what I had in mind when I suggested that we engage Evergreen to assist with this proof of concept. The prospect is very pleased with our progress and we are looking forward to a positive outcome overall. Thanks!"

Download Evergreen and HP Software's webinar on Change and Configuration Management below:

Change Management and CMDB Webinar