What a line-up! Blockbuster presentations on HP Service Manager track at HP Discover June 2011

Have you ever wanted to learn how your peers in other companies approach the transition of their people, process, and tools to support a more efficient and effective IT service management (ITSM) solution?  At HP Discover this June 6-10, on the HP Service Manager/Asset Manager (SMAM) track (within Unified Operations Software), you will have your chance.  Listen to the presentations and be the first to greet your favorite speaker after the show.  You’ll want a front-row seat for these performances:


HP Service Manager new release details, roadmap, and demo

Now’s your chance to hear HP product experts discuss and demonstrate the latest release of HP Service Manager and update you on investment themes for upcoming releases. You’ll come away with a clear picture of what the software can do now and where it’s headed. The product experts will end the session by answering any questions you may have.

HP Asset Manager and DDMI new release details, roadmap, and demo

Now’s your chance to hear HP product experts discuss and demonstrate the latest release of HP Asset Manager and update you on investment themes for upcoming releases. You’ll come away with a clear picture of what the software can do now and where it’s headed. The product experts will end the session by answering any questions you may have.

Meet the HP Service Manager developers

Join the HP director of IT Service Management products and a panel of HP Service Manager developers who represent the client, server, and application components and will discuss ways to get more out of your HP Service Manager implementation.  The session will begin with a brief discussion of scalability, deployment recommendations, tips and tricks on improving web tier performance, and the advantages and ease of keeping up with RTE and client upgrades.  Then, for the majority of the session, the panel will open the floor to an audience-led Q&A session.

CVS: HP Service Manager 9.2 delivers value within 6 weeks using out-of-box best practices

CVS wanted to achieve three things by migrating from Service Center 5.1 to Service Manager 9.2: empower people with self service, align with ITIL, and reduce costs associated with supporting a heavily customized solution by adopting out-of-the-box best practices. CVS partnered with HP Professional Services (PS) to reach its goals. Join this session and learn from CVS and HP PS how this partnership delivered significant value in just 6 weeks. You’ll also hear about what is planned for CVS' "Chapter 2" project—generating even more value by implementing other HP enterprise IT management software applications to provide a fully integrated and more automated ITSM solution.

NSC:  Integrating HP Service Manager and HP PPM Center

Network Services Company (NSC) is reaping the benefits of consolidating IT strategic and operational demand on a single platform.  They implemented an integrated solution for Service Management, Demand Management, Time Management, and Project and Portfolio Management processes by integrating HP Service Manager and HP Project and Portfolio Management Center software products.   The presenters will discuss the ability to capture and get visibility into all demand by Project and Service Management in order to improve resource and work allocations.

Mentor Graphics: realizing the value of HP Service Manager in a global mid-sized organization

HP Service Manager (HPSM) is an enterprise application that offers extensive depth and breadth across ITSM processes. For small and medium businesses wishing to implement HPSM, it can be challenging to devise a cost-effective implementation roadmap that leverages the right blend of modules and features to automate ITSM processes. Join Mentor Graphics as they share strategies and lessons learned surrounding their adoption and configuration of the HPSM platform to enable their mid-size global ITSM operation while limiting complexity and keeping software and implementation costs under control.

A G-r-r-e-at! transformation: Kellogg Company's global service desk consolidation using HP Service Manager improves services and reduces costs

Learn how the world’s leading producer of cereal and snack foods teamed with Evergreen Systems to leverage an HP Service Manager 7.1 upgrade to simplify, standardize, consolidate, and automate IT service management processes globally using the ITIL v3 framework. Discover the “how to” of the project and understand the business case, benefits, challenges, and implementation road map all the way through to a multi-language system implementation that included worldwide training sessions and go-live support. The presenters will highlight the self-service catalog implementation and the innovative technical design that automated the creation and assignment of request fulfillment tasks.

Internal Revenue Service: fully integrated and automated change management solution  

See how the IRS has justified and implemented a broad-based, fully integrated and automated HP change management software solution. Hear IRS representatives discuss their business challenges and how they internally justified the change management solution.  Project members outline and whiteboard how the version 9 suite of HP Service Manager, HP Release Control, HP CMS, HP Discovery and Dependency Mapping, and HP Operations Orchestration work together successfully to support IRS' change management process.  Attendees will walk away with a new-found respect for the robust capabilities of HP Software's change management software solution.

Boston College: measurable ROI with Service Manager 9.21/Service Request Catalog

Boston College shares its real-world experience about its decision process on how and when to upgrade to HP Service Manager 9.21 and Service Request Catalog, its technical approach including how it streamlined its implementation, its strategy for achieving measurable ROI, and lessons learned.  Their solution, built upon a modern architectural foundation including Linux and virtualization, enjoys a reduction of costs, improved service levels, and increased customer satisfaction by providing successful end-user self-service faciliated by the innovative web 2.0-based HP Service Request Catalog user interface.  The session will examine how to decide if it is time for the upgrade, whether it is better to upgrade or to do a new install, discuss the best practices for planning, and "do's and don'ts" when upgrading to Service Manager 9.21.

Horizon BCBS of New Jersey: synergy from integrating HP Service Request Catalog with both HP Service Manager and HP Asset Manager

Horizon Blue Cross Blue Shield of New Jersey discusses the synergy they achieved from integrating HP's Service Request Catalog with both HP Service Manager 9.1 and HP Asset Manager, enabling them to achieve maximum success with end-user self-service and request fulfillment. 

Sasktel:  Test Automation supporting Application Lifecycle Management for HP Service Manager

Leveraging test automation for HP Service Manager can save cycle times and budget by 30-50%.  Are you making changes to your HP Service Manager software or infrastructure?   Is QA consuming the majority of time and budget?  Is the business driving you to turn around the development cycle quickly and with less cost?  As a user of HP Service Manager, you are aware of the time and budget it takes to thoroughly test every time you make changes to the software or infrastructure. 

Saskatchewan Telecom shares its experience of leveraging Test Automation for HP Service Manager to support the cycle of application lifecycle management.  They review their solution including their 6-step process: Test Assessment and Automation Strategy, Establishing the Testing framework,  Script Development, Version Control, Release Management, and Deployment.  The presentation covers the necessary preparation, work items, challenges, tools, and configuration of HP Service Manager and HP Quick Test Pro, whether you are using an installed solution or cloud / SaaS model.  Most importantly, the speakers will be sharing their tips on do’s and don’ts based on lessons learned from this project which will help you accelerate application delivery for better business results at an overall higher quality and lower cost.

US Department of Treasury: meeting audit and security requirements with change management using HP Service Manager, Asset Manager, and UCMDB 

The US Dept of Treasury – Bureau of Public Debt needed a robust change management and UCMDB solution across multiple areas of the bureau.  Because of many security requirements, there were design considerations and implementation configurations that are often encountered with large Federal customer.  Security, audit and associated restrictions were constant companions during the project.  This session outlines how a Federal organization was able to successfully deploy HP Service Manager Change Management, HP UCMDB, and HP DDMa while navigating the secure environment requirements.  The implementation also included integrations with an existing deployment of HP Asset Manager and other tools to help provide equipment compliance reporting.  This implementation demonstrates an environment in which HP Service Manager manages the deployment and changes to the environment, UCMDB monitors the actual state of the core infrastructure and mapped applications and services, and Asset Manager owns the asset information from warehouse to retirement.

Partners Healthcare: Getting the most from HP Asset Manager in the Healthcare Market

Partners Healthcare has implemented best practices that are setting the standard within the industry for biomedical asset compliance. Partners Healthcare satisfied maintenance reporting regulations for Biomedical Equipment while simultaneously improving patient care and lowering the costs of IT. Using a pre-packaged best practices toolset on top of HP Asset Manager, biomedical devices are tracked from receiving to retirement. The solution anticipates new devices, associates owners and locations, tracks the maintenance of each device, and offers dashboard and monthly compliance reports.

Apollo Group:  implementing HP Service Manager Service Catalog and Request Management using Web Services 

See how the Apollo Group implemented HP Service Manager’s Service Catalog and Request Management, providing a world-class solution for a world-class leader in education. The vision of Apollo IT Services was to have a single point of entry for their employees to be able to interact with IT staff.  Using HP Service Manager's Service Catalog, Apollo Group built integrations from third party applications to directly create request management tickets, utilizing web services to facilitate the data transfer between applications.  They enabled a Service Catalog item to create incidents directly by building a custom connector. Apollo Group will go through the steps of planning and executing the integrations and the experiences they learned during the process.

QVC:  change management in less than six weeks

QVC, Inc., one of the largest multimedia retailers in the world, broadcasts live in the U.S. 24 hours a day, 364 days a year. Important aspects to their business are IT change management and rapid application releases.  Selecting HP to provide the software to support their change/configuration/release management (CCRM) solution (using HP Service Manager, HP UCMDB and HP Release Control) was just the first step to deploying a seamlessly integrated solution.  Use of a pre-packaged best practices toolset built on top of HP CCRM allowed QVC to design, implement and deploy a solid change and release management system in under 6 weeks.  Strong pre-packaged concepts allowed them to shift focus from tailoring products to encouraging user adoption and acceptance through Organizational Awareness Campaigns.  QVC will share their unique approach, lessons learned, and key performance indicators that they are collecting and monitoring in order to prove they have met their critical success factors (CSF).  QVC will also provide a live demonstration of the integrated CCRM solution.

BCBS of Florida: Service Asset and Configuration Management for virtual environments, from the Data Center to the Clouds, using HP Asset Manager

Whether managing facilities to optimize space and power, managing traditional IT assets or managing virtual assets, BlueCross BlueShield of Florida has taken a holistic approach to IT Asset Management and has been very successful. This is a pragmatic discussion offering advice on governance, processes, measures of success and resources required to get the most from HP Asset Manager software.  It will also feature how BCBS-FL has benefited by Service Asset and Configuration Management integrations which are supporting both facilities and virtual environments. The session will conclude with BCBS-FL sharing some of their asset management plans that are based on their business strategy.

Valero: quick ROI (and implementation of software asset management) using HP Asset Manager SAM module's out-of-the-box best practices

Valero has been successful in implementing efficient software asset management (SAM) processes with HP Asset Manager SAM module. The focused approach using Asset Manager features (software counters, entitlement, financial management) allowed substantial savings. Valero will share this experience and demonstrate the quick return on investment of an efficient implementation of the SAM module. The session will then drill down into the features that both support SAM in Asset Manager and allow monitoring of software compliance even for complex licensing models. Finally, the SAM best practices packages that deliver out-of-the-box content and shorten implementation time will be highlighted.

Pearson: lessons learned in moving from a highly customized HP Service Center implementation to a embedded best practices HP Service Manager 7.11 system

Join Pearson for an open discussion and lessons learned from their upgrade from HP Service Center 6.1 to HP Service Manager (HPSM) 7.11.  During this session you will learn how Pearson  evaluated their highly customized system and the alternatives of either taking advantage of the out-of-box features of HPSM or tailoring. You will come away from this session with strategies for evaluating many of your tool customizations and mapping them to SM 7.11 or 9.2x out-of-box features. For those customers who are embarking on the move from SCIM-based categorization to Service-based categorization, you will learn how Pearson tackled this initiative and consolidated 8 unique categorization schemes for their various business units.  If you have an initiative to reduce customizations or adopt new out-of-box HPSM processes, this is the session for you!

Boeing:  wizard tailoring and flexibility in HP Service Manager

HP Service Manager is very deep with functionality, and complex workflow can be configured to meet most any business requirement.  With this complexity, however, comes end-user confusion and increased entry time as decisions need to be made.  If the upfront decisions and data entry are incorrect, the wrong workflow may be invoked resulting in elongated fulfillment timeframes and just plain frustrated end-users.  Boeing will outline the business and technical sides of the use of wizards in an HP Service Manager deployment.   The examples will highlight the business issue, design considerations and technical implementation concepts of the following wizards: Knowledge Management, Employee Self-Service, Request Management, and Incident Management.  This session will give specific examples of the wizard from multiple views (user and system administrator) and provide real customer use cases.

UNUM: achieving business outcomes using HP Asset Manager

UNUM evolved its HP Asset Manager implementation to successfully meet ever-increasing business requirements. Business and process needs were satisfied by HP technology to obtain buy-in from diverse organizations such as Finance, HR, and Facilities in order to help meet a wide array of IT asset management requirements pertaining to laptops, desktops, monitors, printers, servers, mobile devices, IT contracts, and software license compliance for both physical and virtual environments.  UNUM will share their experience and the benefits they gained from improving technology refresh processes, streamlining receiving, automating chargeback calculations, managing mobile systems with tracking software, streamlining contract management processes, automating asset disposal confirmation, improving Software Asset Management, and enhancing both IT financial and security related reporting.

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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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