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China Merchants Bank’s Upgrade to HP Service Manager (SM) 9.31 for ITIL Process Automation

Yvonne_Bentley ‎08-15-2013 09:18 AM - edited ‎10-04-2015 09:06 PM

Our tale begins in 1987 in Shenzhen, China with the establishment of the country’s first joint-stock commercial bank, China Merchants Bank (CMB). In the past 26 years, the bank has grown exponentially. During China’s banking reform, China Merchants Bank became the first share-holding commercial bank wholly owned by corporate legal entities.  Let’s fast forward to today.  CMB is a Fortune 500 company, and with over 500 branches, they are positioned to become China’s leading, internationally competitive bank.


With rapid growth comes an increasing demand for additional and better quality IT services. To answer that demand and growing business needs, China Merchants Bank turned to HP.  CMB joined forces with HP Service Manager (SM) to build 17 ITIL processes and sub-processes, and 10 non-ITIL processes, into their unique HP IT service management solution.


As a result of building these new automated processes, CMB was able to significantly reduce service call resolution time by nearly 90 percent and reduce incident resolution times by 52 percent.   


In addition to improvements to the resolution times, the change success rate, and planned change rates, other key performance indicators also showed a vast improvement. Bolstered by their success, China Merchants Bank is currently building another 10 processes into HP Service Manager.


Looking for additional improvements

CMB was so impressed by these improvements; the bank decided to upgrade from HP Service Manager (SM) 7 to HP Service Manager 9.31 in January of this year.  


With the upgrade complete and HP Service Manager 9.31 up and running in less than four man months, CMB’s ITSM growth is right in line with the company goals. As a result of the upgrade, CMB now enjoys an enhanced user experience, a more stable system and access to new, innovative features. These new features include:  social collaboration and the Knowledge Management (KM) module, which improved the bank’s Chinese searches. The bank has also reported over five months without any unplanned HP Service Manager downtime.


China Merchant Bank’s decision to utilize ITIL processes and upgrade to HP Service Manager (SM) 9.31 is yielding excellent results for the company. . The message is clear – ITIL processes and practices, and HP Service Manager can take your company beyond its highest IT service management goals. If you want to achieve the type of success CMB has had automating IT service management processes, try out HP Service Manager). If you already enjoy the benefits provided by using HP Service Manager, consider upgrading to HP Service Manager 9.3  to maximize those benefits. We would love to be posting your success story sometime soon!


Do you have an HP Service Manager success story?  We’d love to hear about it. Leave a comment or tweet us @HPITSM.


Special thanks to China Merchants Bank and Ling-Yan Meng, HP Software designer, for sharing this success story. 



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About the Author


A 25+ year veteran of HP, Yvonne is currently a Senior Product Manager of HP ITSM software including HP Service Anywhere and HP Service Manager. Over the years, Yvonne has had factory and field roles in several different HP businesses, including HP Software, HP Enterprise Services, HP Support, and HP Imaging and Printing Group. Yvonne has been masters certified in ITIL for over 10 years and was co-author of the original HP IT Service Management (ITSM) Reference Model and Primers.

on ‎08-16-2013 11:24 AM

Yvonne, there are some impressive statistics in this short story. The improvements for end users arguably makes the most impact to the business. Do you have further insight into the types of non-ITIL processes CMT has developed and/or is working on? We'll hear of Service Manager being used for non-IT process support. So, curious about this.


Wow - 17 ITIL processes. And 4 Man Months - very impressive. Saying 4 months is impressive in this industry with that much process investment.



on ‎08-24-2013 11:15 PM

Hi Chuck,


Thanks for your comment.  Yes, I agree, the stats are impressive.


Some of the non-ITIL processes CMB has worked on include: 

- Supervision process

- Schedule management

- Publish management

- Technical evaluation management

- Technology lifecycle management

- Document management, and

- Official document dispatching handling process


Most of these are back-office functions, that don't directly touch the end user.


However, we do have other customers using Service Manager for non-IT purposes.  I'll see if I can find one to cover in the coming weeks.



Thanks, Yvonne

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