How do HP Service Manager customers feel about their migration experience?

In a blog I wrote in the beginning of April titled “Reduce costs and increase the quality of your services by consolidated your service desk” I talked about a customer survey we completed on Service Desk Consolidation.   At the end of the blog I mentioned I’d be coming back to tell you more about our customer surveys.  Here’s more!


HP Software Marketing surveyed Service Manager (SM) Customers about their experience with their migration from Service Desk or Service Center to Service Manager.  These customers were from all around the world and ranged from large enterprises to medium businesses. Industries ranged from retail, media and entertainment, manufacturing, financial services, chemicals, pharmaceuticals, banking, insurance, healthcare and more.


The results were interesting and positive.  83% of the customers said they picked HP Service Manager (SM) over the competition because of the proven ITIL-certified processes, 50% chose HP SM because of the breadth and depth of its functionality, and 33% chose HP SM because its high quality.


I’d like to share a few of the customer quotes and technical facts we received from the survey:



“HP Service Manager decreased TCO for our ITSM portfolio, removing the need for custom code development/maintenance.” Source IT Senior Manager, Fortune 500 Telecommunications Equipment Company    TVD 212-NE1-834


“Our overall focus was on implementing leading IT service management practices with supporting integrated tools.  A Key component was the HP out-of-the-box leading practices.”  Source: IT Director, Large Enterprise Food Company  TVD 7D6-116-CDF


“HP Service Manager & other HP BTO products offer and end-to-end integration that really guarantees us a better quality of service.   Automation is also a plus for productivity management.” Source:   IT Specialist, Small Business Computer Services Company  TVD CB3-FB7-4C3


Technical Facts:


A medium enterprise media and entertainment company reduced incident and problem resolution times by more than 80% with their HP Service Manager Center.  Source: IT Manager, Medium Enterprise Media & Entertainment Company    TCD 209-6F2-102.


Another enterprise media and entertainment company reduced changed induced problems and self-inflicted incidents due to ineffective change execution or change collisions by 40% to 60% with their HP Service Management Center.  Source: IT Manager, Medium Enterprise Media & Entertainment Company     TVD 830-960-B12


This isn’t the last you’ll hear about our customer surveys.  There’s still a lot more data for me to blog!

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About the Author
Ann Keffer is a Product Marketing Manager for the HP Business Technology Optimization Business (BTO). She is responsible for out-bound mark...

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