3 tales from the HP Software Customer Forum in Brussels

Whew, what an amazing week! The HP Software EMEA Customer Forum was incredible, and I want to share insight into my favorite topics for those of you who couldn’t come.  I don’t want to bore you with the pure statistics; instead I want to share some details about a couple of my favorite presentations.

 

What attendees had to say

The main purpose of this event is to connect customers with others so they can share their experiences. Here are some anonymous quotes from the event describing the benefits of this form of sharing:

-          “Very good in general. I am hoping to have more such activities in the future.”

-          “Very useful sharing experiences with other companies.”

-          “Another great customer forum, congratulations to the team and the customers presenting”

-          “Good topics.”

 

Customer presentation highlights

One question that really has been plaguing me since last week is, “Which of the 2-3 presentations should I pick for this blog article?” Believe me, all the presentations were completely worthy of having a blog article.

But, because I am in ITSM product marketing, I’ll focus on this subject matter. The ITSM topics at the forum covered a wide range of interests and included something for everyone interested in it. For today, let’s take a  closer look at:

-       Catalog and request management

-       The management of change and

-       A service desk solution that goes beyond supporting IT

 

Connecting end users to IT with Service Request Catalog (SRC)

In this customer presentation, the SRC was part of a project to implement incident, change, problem and request management. With regards to the catalog, the primary goal was to replace an old-style web portal with something new and fresh that is easier for users to accept.

Among the objectives were:

  • Improved handling of requests
  • Deliver a web shop with new and improved interface for ordering services
  • Provide a (self-service) support portal
  • Reduce the amount of e-mails (request, support) traffic from end users

The result: end users perceive the new service request catalog as a giant step forward. As a result, they are pushing for even more self-service capabilities. In other words, as the subtitle of the presentation said, “An, at least so far, happy tale”.

 

IT Service Management – impact of the change

At the core of this customer talk was an integrated, standardized and automated solution for the IT supply chain— with ITIL conformity to become a service oriented organization. What I found interesting was that the speaker also touched on organizational and communication requirements for a successful implementation:

  • The introduction of ITSM is not just an IT project
  • It is about people who “can make or break” organizations
  • It is all about communication, across and between all levels of involved organizations
  • Internal trainings are a vital to create success

From a solution/tool perspective, the service request catalog again played a vital role as the interface to customers. Process automation for improving processing time and increasing efficiency was another important factor mentioned.

By the way, one of the conclusions of this case study was, yes, there is “out of the box“, but there is no “plug and play”. The speaker also discussed how ITSM will change the organization.

 

One for all - The multiple uses of HP Service Manager

In this presentation the speaker talked about manifold purposes for a single, flexible and integrated enterprise solution. He covered the whole spectrum of ITSM needs from traditional help desk capabilities to service level management. He also mentioned that some of the drivers and objectives for the consolidation and centralization, which replaced all existing tools, are:

  • Consolidation of more than five service desk solutions into one, reducing the originally high cost for licensing, maintenance and administration
  • Meeting new increasing requirements, including the support of a service desk for international non-IT business departments
  • Elimination of  the lack of transparency for customers with regards to incidents and requests by providing better ESS (employee self service) capabilities

The result is “One for All”: a flexible and reliable enterprise-scale solution. The metrics are clearly showing a significant increase in interactions (ESS) since the solution was introduced.

 

Final thoughts on the event

From my perspective these sessions nicely demonstrate the status of ITSM today. They show  that service request catalog implementations, the management of (organizational) change, consolidation and non-IT service desk use cases, all embedded in a broader ITSM solution context, continue to be some of the hot themes in this area.

There were eight more customer presentations (that I didn’t have time to discuss today) with a focus on other themes like demand management, budget planning, configuration management and software license management. If you find the above summaries inspiring, and if you want to read more about them, drop me a comment in the section below. I will gladly summarize another two or three if there is interest.

Or, even better, if you attended the customer forum last week and you would like to write a short blog article on your impressions and observations, let me know. We always welcome guest bloggers.

 

Finally, for more information, including customer case studies and white papers visit the HP IT Service Management Solutions web portal.

 

Have a nice day,

Michael Pott (@michaelpott)

 

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Comments
| ‎05-01-2013 07:16 AM

Hi Michael

 

Thanks for the nice sum up. I think I would like to read that other blog post with 2-3 more presentation sum ups. :-)

 

On a different note, could you share the link to the public presentations as well?

 

Thanks

Philipp

Michael Pott (michael_pott) | ‎05-02-2013 08:11 AM

@ Philip: thanks for the warm words, and you're keeping me busy ;-) I'll certainly put this on the list for my next blog posts. Btw, all customer forum attendees receive the infomration for downloading the presentations shortly.

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About the Author
Michael Pott is a Product Marketing Manager for HP ITSM Solutions. Responsibilities include out-bound marketing and sales enablement. Mic...


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