It is hard to narrow down my top moments from HP Discover Frankfurt, because there are too many to choose from. But I will try. Without further ado and in no particular order, here is my list of the Best of ITSM from Discover last week.
Three of the approximately 20 top attended sessions overall (for the entire HP Discover event) were HP ITSM sessions - This included a “What’s New with Service Manager” session and two sessions focused on customer successes with Service Manager. One was by Russian Railroads on their impressive deployment of HP Service Manager. And the other of these top three, was a joint presentation with Disney with the provocative title of “The 3 day transformation to ITIL: Service Manager as a catalyst”.
Demos. By design, we had 3 demo stations – one for Service Management and overall integrated ITSM solutions, one for Asset Manager, and one for Service Anywhere. Luckily, there was a generic SaaS station right next to the Service Anywhere demo. There was so much demand to see Service Anywhere, that we pretty much took over the SaaS stand and sometimes we had to borrow on the other side also. I think that at one time we had Service Anywhere demos running in parallel in German, French, and English. Lots of positive feedback! I am obviously biased, but the ITSM demo stations were amongst the busiest of any at the entire event.
What is the relationship between Service Manager (on premise) and Service Anywhere (SaaS)? Variations of this were arguably the most common single question we received. It is interesting how the discussion can follow different paths. But, here are some of the main points.
- Service Manager has a robust, parallel (but related) forward path and roadmap.
- Service Anywhere can complement Service Manager. The most commonly discussed scenario is where Service Manager is hosted by and serves central IT. A line of business or remote site might have the need for a simple, quickly deployed service desk that could then be addressed by Service Anywhere.
- Service Anywhere and Service Manager can be integrated. This flows out of the point above. There are some basic capabilities today, and we’re enhancing these in upcoming releases. Case exchange (sharing or handing off incidents, problems, changes, …) is the basis for many questions. The UCMDB serves as one integration point today as Service Anywhere can consume UCMDB configuration information.
- Process Designer is a common bridge between Service Manager and Service Anywhere. Process Designer started with Service Manager 9.30 last year. Service Anywhere uses the same approach as part of its suite of codeless configuration tools.
- While Service Anywhere has many new components such as the relational database and application layer, Service Anywhere and Service Manager share some other common components. Collaboration is a good example, being used in both.
- Looking forward strategically, we intend to provide a common service desk solution and ITSM platform available via SaaS or on-premise.
There continues to be strong and growing interest related to Software Asset Management. HP co-presented with Telecom Italia on “Managing Software Assets for Compliance and Expense Control”. I personally have a number of related emails coming through by inbox on this topic and related to this session. Stay tuned for more on SAM compliance assessment and reporting services – coming soon!
Lastly on my Best of Discover in Frankfurt list, there are some great Italian restaurants in Germany and I was able to enjoy a couple of these while in Frankfurt. No "Best of" trip list to Germany this time of year (or to Vienna and Discover last year) would be complete without visiting the Weihnachtsmarkt (Christmas Markets). I was fortunate to be able to work in southwest Germany in the mid 90's for a couple of years. And while I was there, the Weihnachtsmarkt's were a favorite of my family. Ah, I am still dreaming of the gluhwein.
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