Hewlett-Packard has been awarded a contract to implement an IT service management (ITSM) solution at Centrelink. The multi-million dollar deal, which uses HP’s OpenView platform and consulting and education services, is one of the largest Australian service desk implementations, according to HP.

The ITSM project provides the foundation for Centrelink’s $312 million IT Refresh program.

The project, expected to be completed by December 2006, is part of Centrelink’s desire to improve the service delivery of its IT department and improve the experience of Centrelink’s customers.

ITSM aligns people, processes, and technology through an integrated system. HP’s IT Service Management Reference Model builds on best practices as defined by the IT Infrastructure Library (ITIL), a de facto industry standard for IT management.

HP’s OpenView suite forms a key part of HP’s ITSM offering. HP OpenView will allow Centrelink to provide a centralised facility for the management of IT service requests, incidents and SLA compliance conformance for all Centrelink IT staff.

John Wadeson, CIO, Centrelink, said the agency believes IT Service Management can deliver significant benefits by enabling a more efficient IT department governed by the best-practice management processes.

“Information technology is at the core of what Centrelink delivers. A robust IT system allows us to deliver the services our customers and the Australian public expect. We need to ensure our IT systems are running at their optimal levels,” said Wadeson.

According to Branko Milenovic, ITSM project manager, Centrelink, HP’s extensive experience in ITSM and in particular ITIL was a key factor in the agency’s decision.

“HP has proven experience in both ITSM and ITIL. They clearly demonstrated the value they will bring to the agency and they have the runs on the board to show they are up to the task,” said Milenovic.

Andrew Robson, Federal Government manager, HP, said the project will help transform Centrelink’s IT capability and further improve the service it provides to the entire organisation.

“Centrelink will be able to expect to roll out IT systems quicker and reduce system downtime. It will certainly provide a better outcome for end-users. This is among the largest ITSM projects the industry has seen here in Australia and we are very pleased to be working with Centrelink on this initiative,” he said