My impressions from the HP EMEA ITSM Customer Forum in Berlin this week

In my previous blog post you have probably read about this customer forum, and some of you have been there I guess. Last Tuesday was the first of three customer forum days packed with excellent presentations and discussions. I had the pleasure to moderate the Tuesday, solely focused on ITSM. Here are my observations and summary of this day.

By the way, I plan to send out emails to all attendees and speakers soon, but let me express my thanks already today. Like at previous events this and last year, we had again top-notch presentations and plenty of experience sharing between customers, partners and HP people. Here are some highlights:

  • The first presentation from HP Product Management provided an update on the latest HP Service Manager 9.30 release along with an outlook to the strategy and direction.
  • One customer shared their experience with the implementation of HP IT Service Management Best Practices. Key topics included the implementation of 10 ITSM processes based on ITIL, the ITSM tool set and integration with other parts of the larger solution, for example HP Quality Center using a lifecycle approach.
  • An international airline customer presentation showed, how - driven by the evolution of IT - their IT Service Management Strategy evolved to a business-centric approach and what this means to their ITSM program. Also based on ITIL and a lifecycle approach, the ITSM solution implementation resulted in improved service levels and a 28% reduction in operating cost to quote one IT performance metric that was shared.
  • Other presentations showed how an agile ITSM development and implementation approach led to a safe communication network and increased efficiency of railway operations for a European Railway company, and how SACM (Service Asset and Configuration Management) helped another international airline customer to provide reliable data from multiple sources for a CMS (Configuration Management System) to support their business disciplines and processes.
  • There was also a moderated roundtable. A customer together with Vivit board members - after a short presentation of the customer case - invited the audience to a couple of roundtables to have some off-stage discussions in smaller groups (more on that in a later blog post).

One of my observations is that there were a couple of recurring "themes" throughout the whole day, for example:

  • ITIL - it looks like it has been fully embraced by customers. But ITIL is not the end in itself. "It provides the map but it doesn't get you to the destination", to quote one of the presenters.
  • Lifecycle approach - more and more customers holistically look at the entire lifecycle in IT, from demand to disposal, which brings a lot of additional values into the core ITSM solution that traditionally was focused on the operations side. As a result, portfolio management and application lifecycle management - to name two - become more important in the context of ITSM.
  • The cloud drives a lot of business service orientation in general, and service level management, service portfolio management and service catalog management in particular.
  • I see a trend for less customization and more focus on the balance between out-of-the-box best practices and inevitable customizations.

If you have been to the forum on the ITSM day, what were your observations and key takeaways? If you have missed the forum this time, what topics are on top of your mind with regards to ITSM?

 

Have a nice day,

Michael Pott

Comments
myob software(anon) | ‎11-19-2011 10:37 PM

There is no doubt for hp, in means of software and hardware development. Ive been HP user since i started to learn computers. :)

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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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