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The “Early Majority” is marching on Washington D.C. for HP Software Universe

I’m the lucky track manager for the “Pragmatic ITSM” track at the HP Software Universe event in Washington D.C. in June 2010.  In reviewing the line-up of large, recognizable companies coming to speak for the ITSM track, it seems to be a microcosm of what I am noticing on a larger scale:  that HP Service Manager is “Crossing the Chasm”, a milestone in the Technology Adoption Lifecycle described by Geoffrey A. Moore in his well-known book of the same name.   

We appear to be moving from those “Early Adopters” who chose to upgrade to HP Service Manager in past years to the “Early Majority” who are now following suit.  Far from visionaries driven by a ‘dream’ of matching an emerging technology to a strategic opportunity, these pragmatists are driven by vendor leadership and stability, product quality and reliability, and a robust feature set enabled by an infrastructure of supporting products and system interfaces.  The speakers in this year’s line-up are talking not just about their actual migration experience, but going beyond that topic to discuss the value add that HP Service Manager is providing to their business. 

The following testimonials amply demonstrate that, while less mature point solution vendors tout limited help desk platforms requiring substantial customization to deliver value, the parade towards full-scale integration and automation of ITIL processes, with the ability to provide maximum out-of-box value to the business, has already left town.  Here’s a sampling of the must-see ITSM track line-up:   

·    Independence Blue Cross will show how the integrated HP business technology optimization (BTO) suite can deliver a holistic view of Services performance.  Such a view enables you to monitor and measure the performance of business and infrastructure services, and is required to institute continuous improvement, achieve cost reductions, and establish IT as a consumable service. This capability opened the door to service-level agreements between IT and the business, real-user activity data, and executive dash boarding. 

·    Core Media Technologies will demonstrate how it has brought order and efficiency to IT service delivery for 30+ global media communication services companies while staying agile to meet the needs of each of its customers. The secret was to make every process service-driven: the security model, the subscription, notification and change management processes and the reporting of results to management, to name a few.   

·    NBC Universal will show how portfolio-based demand-management practices helped their organization focus on priority projects, maintain the right mix of applications, and provide valuable services to the business. They will tell you how, by consolidating demand on one centralized platform, you can give IT and business leaders full visibility into IT portfolios, communicate and track the true cost of ownership, improve resource planning, and standardize processes to improve operational efficiency.   

·    Volkswagen Credit will share cutting edge ideas around the Service Catalog, Request Management, and end-user self-service, and describe how these helped them improve speed of service delivery and responsiveness to service requests, increase customer satisfaction, and reduce cost per end-user. 

·    Sprint and several other companies will describe the value of fully integrated ITIL process workflows supported by a cross-HP BTO software solution and will share best practices on integrating HP IT service management (ITSM) and business service management (BSM) software.  

·    Blue Cross Blue Shield (BCBS) of Tennessee will describe to you how they improved audit compliance and minimized risk by implementing an ITIL-based change management solution with tight integrations between HP Service Manager and HP Asset Manager. 

·    UnitedHealth Group will talk about their large-scale migration from HP Service Desk to HP Service Manager, including how their architecture allowed them to scale to such magnitude, key areas of customization, and how important integrations with HP Universal CMDB and HP Operations Manager increased the reach and automation potential of their ITSM solution.   

·    America First Credit Union (AFCU) will show how, by integrating HP Service Manager and HP Universal CMDB via Web services, they have developed a ‘360 degree view of IT’.   

·    A Fortune 500 company will be showcased as to how it decreased outages and managed change through a well-defined, automated release process, by synergistically integrating HP Service Manager, HP Release Control, and HP Server Automation.  

·    HPES (formerly EDS), the largest HP ServiceCenter customer in the world with a massive multi-tenant environment, shows how they have developed an efficient and effective, low risk, repeatable process for migrating each of their customers from a legacy system to HP Service Manager 7.11.  As an example, all data for one group of their 178 customers was migrated in 2.5 hours!  

·    Playtech will share how they minimized costs and risks in a hosted HP Service Manager implementation, with HP’s Software as a Service (SaaS) offering. You’ll hear how they enjoy reduced TCO and renewed IT focus on service delivery, and how they are able to re-deploy IT resources to activities and projects that provide greater value to the business, by leaving both the most tedious and the most challenging aspects of HP Service Manager support and maintenance to the experts at HP. 

Join us on June 15-18 in Washington D.C. for a state-of-the-art conference about outcomes that matter NOW—to your career, your organization and your business.  IT professionals who want to increase control, transparency and flexibility so that the IT organization delivers more value to the business should attend HP Software Universe. 

Register with the code INSIDER at and get $100 off the conference rate.  Keep up with updates on HP Software Universe by following our Twitter and Facebook feeds.



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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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