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Proving the strength of HP’s service desk, demo by demo

I recently co-presented in a web event that showcased HP's new Service Manager 9.20 software through a set of three demos illustrating some of its strongest differentiators.  It was entitled, “See HP’s enterprise strength service desk in action”.  I’d like to quickly review the three differentiators covered and give you the link to catch the replay.  Each of these differentiators were demonstrated in detail in the web event by Ed Perez, an ITSM solution architect and Service Manager expert. 


The first differentiator covered was the HP Service Manager best practices and automation of workflows.  HP’s years of experience with its ITSM customers has been captured in the form of best practices and integrated workflows based on proven and OGC Gold-level endorsed processes, so you don’t have to build them yourself.  They promote low time-to-value and low cost of ownership.  The best practices, which are embedded into Service Manager workflows, roles, and associated forms, provide a majority of the capabilities customers need.  This reduces the need for customization, saving time and money in both implementation and maintenance of the application.  Also, HP is enabling end-to-end automation of key processes, which can increase IT staff’s productivity and improve service levels.  The integrated workflows carry forward shared information, or service context, between processes automatically.  Some of the types of automation we have achieved with these integrated workflows are automated triage and remediation of common incidents, automated execution of changes, and automated provisioning, or delivery, of IT services, which can range from simple access requests to the provisioning of complex new services.


The second differentiator covered was the service catalog, which enables a quicker, easier, and friendlier process for end users and agents.  It defines and maintains a standard set of user goods and services, reduces ad hoc requests, provides consistent and predictable cost models, and reduces the service desk’s workload by raising and status-checking requests using the Web.  With this capability, customers have seen a 30-50% reduction in time required for service request management and a 25% or greater reduction in the time required by end users to make service requests.  Some of the unique features demonstrated in the web event are the built-in approval workflows; the fulfillment of service requests by routing to various processes such as request or change management, the Service Desk, or external applications with out-of-box integration; and the ability to manage multiple parallel work order activities.


The third differentiator covered was end-to-end change management.  HP Service Manager’s change process contains phases and out-of-box workflow that guide users through and automate the process to request, manage, approve, and control changes.  It supports Change Advisory Board reviews by providing a single, common view of proposed changes, the timing of each, and an automated assessment of their implications.  Automatic change execution can be set up to reduce errors and accelerate results.  HP’s Universal CMDB and Discovery & Dependency Mapping also provide service dependencies information to feed into automatic impact and risk analysis.  They also supply real-time actual state CI data for unplanned change detection and change validation.


If you’d like to see the replay of the web event, complete with demos, click here.

See the Q&A session document from the web event in the attachments..

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About the Author
A 25+ year veteran of HP, Yvonne is currently a Senior Product Manager of HP ITSM software including HP Service Anywhere and HP Service Man...

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