Best of HP ITSM

As opposed to saying something along the lines of “join us live from New York”, I wanted to point out a couple of recent virtual events that are very still very timely and available to watch via replay. And, then I have one more best of feature from Southeast Asia to conclude.

 

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First, we host a quarterly Vivit webinar. I assume most people reading this know Vivit, the independent and worldwide HP Software Users Group. Vivit has a very good ITSM Special Interest Group (SIG) that I’d encourage you to join if you haven’t done so already. On March 6th, there was a Vivit webinar that covered the HP Service Manager Strategy presented by Jacques Conand. Scott Knox spoke on automation and wrote a follow-up blog post. And, I gave a short update on HP Service Anywhere. I regularly get strategy questions and have been pointing people to Jacques’ section of the Vivit event as a recommendation.

 

Second, Stuart Rance and I presented a Brighttalk webinar yesterday on social media and the service desk. All social media hype aside, there are some very interesting implications and trends worth following here. One take-away for me is that clear policies are needed to manage expectations if nothing else. Another key point, knowledge (and associated channels for exchanging knowledge) that can help the service desk and end-users is more unstructured than ever. Stuart specifically speaks on this. It is also very interesting when you look parallels with call center environments. I submit that social media “approaches” will become more mainstream within the service desk over the next couple of years. This doesn’t mean handling all end-user exchanges will move to twitter, but twitter as a broadcast and communications medium could easily have a complementary role.

 

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Lastly in my recent HP ITSM best of "things", I was in Southeast Asia a few weeks ago – Singapore, Kuala Lumpur Malaysia, and Bangkok Thailand. In our global world, many of us are speaking with, emailing, IM’ing, tweeting, … people from around the world every day. It shouldn’t be a surprise that the ITSM, ITIL, and service desk challenges and objectives are pretty much the same. One of the main topics of conversation was Service Desk via SaaS, and data security and location concerns were the same especially for regulated clients. One of the best things about any overseas trips is the food – for me anyhow. In one stretch, I had a bit of curry four meals in a row which included one breakfast.

 

For more information on our HP ITSM solutions, please visit www.hp.com/go/itsm. And, speaking of twitter above, you can follow me @chuck_darst

 

Chuck Darst

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About the Author
HP IT Service Management Product Marketing team manager. I am also responsible for our end-to-end Change, Configuration, and Release Managem...
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