Article Options

Service Manager Mingles

HPITSM| January 25, 2013 - last edited March 5, 2013
Post a Comment
0

Service Manager has gone social! HP Service Manager (SM) 9.31 now deeply embeds HP’s Enterprise Collaboration to provide a robust collaboration capability within Service Manager that also seamlessly connects to other social messaging tools and companion HP products. SM Collaboration allows service desk and associated employees to become more effective through a whole new level of interaction!

 

SM Collaboration molds unstructured conversations into organized discussions in which employees can participate and contribute. SM Collaboration allows SM and non-SM users alike to collaborate in real time (or anytime, for that matter!) in the context of an Incident, an Interaction or a Change. Non-SM users can also jump in on the fun and participate in conversations by using the HP Microsoft Office Communicator or Lync, or even e-mail.

 

Check out this video, which provides a comprehensive overview of HP Service Manager 9.31’s new capabilities. It includes social collaboration, service portal enhancements, new UCMDB browser and seamless UCMDB integrations.

 

 

SM Collaboration key features:

  • Initiates and maintains real time conversations for SM Incident, Interaction and Change
  • Delivers integration with Office Communicator/Lync
  • Supports online status of participants and provides suggestions

 

Benefits for the end user:

  • The conversation is stored as a permanent part of the process record, which provides the ability to capture conversation history in context of the record.
  • SM Collaboration feature is embedded within SM, which allows users to focus on their work instead of constantly switching desktop windows to jump to other collaboration tools.
  • SM Collaboration suggests relevant users that you could invite to join the conversation based on the context of the current ticket (the contact, configuration item, service, or assignment group).

 

Since the Collaboration feature is based on HP Enterprise Collaboration, it’s easy for SM Collaboration to be, well, social with other Enterprise Collaboration integrated applications as well. Collaboration is an embedded component of several HP products, such as Service Anywhere.

 

HP Service Anywhere (SAW) utilizes the same Enterprise Collaboration platform as Service Manager, thereby creating technological synergy within the HP IT Service Management Solution. Service Anywhere features contextual real-time collaboration aimed at staff productivity via conversation threads directed to relevant system help desk objects. It is capable of hosting multiple simultaneous collaboration sessions with automatically associated and recorded exchanges. To see how Collaboration enhances the incident management process within HP Service Anywhere, check out our videos on the HP ITSM YouTube Channel. And for more information on HP Service Manager or Service Anywhere, please visit www.hp.com/go/itsm.

 

Come mingle with SM Collaboration and SAW Collaboration, and for all other things HP ITSM, follow us on Twitter @HP ITSM!

Tags: HP| HP Enterprise Collaboration| HP ITSM| Interaction and Change| SAW Collaboration| View All (12)
Labels: HP| HP Enterprise Collaboration| HP ITSM| Interaction and Change| SAW Collaboration| Service Anywhere| service desk| Service Manager| Service Manager 9.31| SM Collaboration| SM Incident| UCMDB Browser
Labels:
0
Leave a Comment

We encourage you to share your comments on this post. Comments are moderated and will be reviewed
and posted as promptly as possible during regular business hours

To ensure your comment is published, be sure to follow the Community Guidelines.
Be sure to enter a unique name. You can't reuse a name that's already in use.
Be sure to enter a unique email address. You can't reuse an email address that's already in use.
Type the characters you see in the picture above.Type the words you hear.
 
Search
turn on suggestions Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
About the Author(s)
  • Beth Parker is a Product Marketing Manager for HP Software. Beth is responsible for outbound marketing and sales enablement for the HP Systems Management portfolio including HP Operations Manager, Operations Agents, Smart Plug-ins and SiteScope. She is based in Naples, Florida.
  • HP IT Service Management Product Marketing team manager. I am also responsible for our end-to-end Change, Configuration, and Release Management (CCRM) solution. My background is engineering and computer science in the networking and telecom worlds. As they used to say in Telcom, "the network is the business" (hence huge focus on service management). I always enjoyed working with customers and on the business side of things, so here I am in ITSM marketing.
  • David has led a career in Enterprise Software for over 20 years and has brought to market numerous successful IT management products and innovations.
  • This account is for guest bloggers. The blog post will identify the blogger.
  • Being number two in the ITSM install-based software industry, we feel it's our duty to enlighten and educate you about everything ITSM. We'll pose questions, analyze research and discuss the newest industry trends. Welcome!
  • Jacques Conand is the Director of ITSM Product Line, having responsibility for the product roadmap of several products such as HP Service Manager, HP Asset Manager, HP Universal CMDB, HP Universal Discovery and the new HP Service Anywhere product. Jacques is also chairman of the ITSM Customer Advisory Board, ensuring the close linkage with HP's largest customers.
  • Jimmy Augustine is Director of Product Marketing within HP Software and leads the HP Application Performance Management and Configuration Management System product marketing teams. JImmy has been with HP for over a year. Prior to HP, Jimmy was VP of Marketing for ASG Software Solutions. Prior to joining ASG, Jimmy was at IBM for ten years. He was a marketing manager for IBM's Outsourcing business, the market leader, and helped launch IBM's market leading web hosting business. Jimmy holds an M.S. in industrial engineering and a B.S. in aerospace engineering from the University of Florida. Jimmy resides in Naples, FL with his wife and two children.
  • Jody Roberts is a researcher, author, and customer advocate in the Configuration Management System Customer-Oriented R&D (CORD) group in HP Software. Jody has worked with the UCMDB product line since 2004, and currently takes care of the CMS Best Practices library and the Data Center Transformations Accelerator program, and hosts a weekly CMDB Practitioner's Forum where much fun and knowledge is shared by all.
  • Software technical product manager for HP Strategic Analytics--Executive Scorecard (XS) and Financial Planning & Analysis (FPA). Generate technologically sophisticated IT Performance Analytics use cases in collaboration with fellow HP product managers and design partners. Liaison for XS & FPA product managers, customers, and development team. Draw upon experience and industry pulse to influence the definition of product strategy and roadmap. Primary implementer of POCs for key elements of the company's offering including executive scorecard, financial planning and analysis, and process analytics..
  • Mary is a member of HP’s ITSM product marketing team and is responsible for HP Service Anywhere. She has 20+ years of product marketing, product management, and channel/alliances experience. Mary joined HP in 2010 from an early-stage SaaS company providing hosted messaging and mobility services. She also has product management experience in the ITSM industry. Mary has a BS in Computer Science and a MBA in Marketing. Follow: @MaryR_Colorado
  • Michael Pott is a Product Marketing Manager for HP ITSM Solutions. Responsibilities include out-bound marketing and sales enablement. Michael joined HP in 1989 and has held various positions in HP Software since 1996. In product marketing and product management Michael worked on different areas of the IT management software market, such as market analysis, sales content development and business planning for a broad range of products such as HP Operations Manager and HP Universal CMDB.
  • Michael Yang is a senior Product Manager for HP ITSM Solutions. Responsibilities include product management, product roadmap, and customer update activities. Michael joined HP in 2004 and has held various positions in HP Software product marketing and product management.
  • Ming is Product Manager for HP ITSM Solutions
  • Mr. Suer is a senior manager for IT Performance Management. Prior to this role, Mr. Suer headed IT Performance Management Analytics Product Management including IT Financial Management and Executive Scorecard.
  • Sr. Product Manager of HP Asset Manager, my 12 year experience in IT Asset Management gives me combined technical skills and business practice knowledge. I have a special forcus in Software Asset Management and Cloud Billing.
  • Olivier is Product Line Manager for the HP Configuration Management System (CMS) which is comprised of UCMDB, UCMDB Configuration Manager, the UCMDB Browser, and Universal Discovery.
  • Evangelist for IT Financial Management (ITFM), IT Governance and IT Portfolio Management, consulting IT organisations for over 10 years on principles of good governance.
  • I am Senior Product Manager for Service Manager. I have been manning the post for 10 years and working in various technical roles with the product since 1996. I love SM, our ecosystem, and our customers and I am committed to do my best to keep you appraised of what is going on. I will even try to keep you entertained as I do so. Oh and BTW... I not only express my creativity in writing but I am a fairly accomplished oil painter.
  • WW Sr Product Marketing Manager for HP ITPS VP of Apps & HP Load Runner
  • Vesna is the senior product marketing manager at HP Software. She has been with HP for 13 years in R&D, product management and product marketing. At HP she is responsible for go to market and enablement of the HP IT Performance Suite products.
  • A 25+ year veteran of HP, Yvonne is currently a Senior Product Manager of HP ITSM software including HP Service Anywhere and HP Service Manager. Over the years, Yvonne has had factory and field roles in several different HP businesses, including HP Software, HP Enterprise Services, HP Support, and HP Imaging and Printing Group. Yvonne has been masters certified in ITIL for over 10 years and was co-author of the original HP IT Service Management (ITSM) Reference Model and Primers.


Twitter Stream
Follow Us