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Displaying articles for: October 2013

Win an HP Envy at the itSMF UK Conference next week

iStock_000001991460XSmall.jpgFor the 22nd time itSMF UK Conference And Exhibition, ITSM13 will take place November 4-5 at the International Convention Centre in Birmingham, England. Beside the ten reasons to attend from the above conference web site I would like to highlight a few more very specific to HP IT Service Management (ITSM).

First, you will have a chance to win one of two HP Envys. Second, at the HP booth with reception desk and two demo stations you can see the latest HP ITSM solutions in action and chat with experts.

Increase service desk performance: How to improve first call resolution

bullseye.jpgWhen a customer makes a service desk call, they are looking for a solution that immediately addresses their issue to enable them to be productive again. They want their issue resolved during a single call.  They do not want to call in again.

 

This key customer connection and incident resolution is known as “first call resolution”. The percentage of issues solved during this initial interaction is an important benchmark. But what is an acceptable percentage for first call resolution? And how can you improve yours?  Keep reading to find out. 

Helping IT get out of the way with reusable solution and fulfillment plans

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 How much time does your service desk spend processing the same support ticket? This is the support ticket where the answer is well documented but a large group of people are encountering this problem. But every ticket needs to be opened and manually reviewed. Or does it?

 

Read on to find out how automation can help solve this problem and help your service desk staff use their time more productively.

 

United Airlines - HP IT Executive Scorecard video

 

UA IT Executive scorecard video.pngUnited Airlines, one of the largest airlines in the world, discusses how HP IT Executive Scorecard improves their operational efficiency and helps them ensure their customers arrive on time and safely to their destinations.

 

 

 

Labels: HP| ITBM| ITFM| KPI| Metrics| UAL| XS

Drive IT Success from an IT Financial and Operational view

 

CareerAirTrafficController.jpgThe modern IT Executive has taken an air traffic control seat for the intense demand for IT Services Management in the enterprise.  To ensure a smooth delivery that meets business objectives, it’s critical to have a dashboard that combines financial and operations data into metrics that drive IT for Business Value.  

 

Join us for a sneak peek of HP Service Anywhere

Vivit logo.jpgWhether you are considering moving to a SaaS service desk or simply curious as to what's new in the next release of HP Service Anywhere, you won't want to miss this event.

 

Keep reading to find out the enhancements we will be talking about and how you can attend.

Labels: SaaS| service desk

Fusion 13 – ITSM Arrives in Nashville

The exhibit hall was hopping last night for the opening reception of the Fusion 13 conference. The organizers told me they were expecting almost 1600 people (attendees and vendors), which is a lot of ITSM people in one location!20131020_191329_resized.jpg

 

I’m at booth #504 with the HP contingent, and we are showing HP Service Manager, HP Service Anywhere, and the new VISPEL  training offer from our Educational Services team.

Keep reading to find out how much fun we are having.

 

 

Labels: FUSION13| ITSM

36 reasons to upgrade to HP Service Manager 9.3!

Stats.pngThere have been a couple of recent blog posts and videos about HP Service Manager 9.3x that provide some good summaries on what you can expect in terms of capabilities, functionality and benefits.

 

But why should you move to Service Manager 9.3? Is it because of a specific, new functionality? How long does it take to upgrade? What are the improvements and benefits you can gain after the upgrade? Read on to get some perspectives from your industry peers on this topic.

KPIs and Trending Analysis: How To Visualize Service Management with HP Executive Scorecard

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You already know that HP Service Manager offers operational reporting capabilities out-of-the-box to track important data within your ITSM environment. In the area of change management, you can look at changes closed that meet an SLA target, changes scheduled for the week, open and closed changes, as well as emergency, rejected and successful changes. In summary, we offer a clear, comprehensive view of your change management metrics. In the area of incident management, HP Service Manager users can search all incident records using any combination of search conditions with the results presented as a table or a chart.   The same goes for service desk / interaction management and other ITIL processes.

3 practices to help the Service Desk keep pace with BYOD

crowd with phones.jpgWe all know that providing top-notch IT support for the Lines of Business has become a harder task. Technology consumerization trends have raised employee expectations and demands when it comes to the experience and immediacy of consuming services—while IT Support budget is always short.

 

Bring Your Own Device (BYOD) further raises this bar.  Employees are bringing their own newly bought devices to work, and expecting IT to support them. How can IT possibly keep up the pace with every smartphone model, and every tablet’s latest OS version?  Keep reading to learn how.

 

Guest post by Oded Zilinsky, SPM Chief Functional Architect, HP Software

 

 

Labels: byod| IT| ITSM| mobile

HP Service Manager (SM) 9.32: Ultimate Flexibility in your Survey Integration Solution

Trying to operate without understanding your customer sentiment and feedback is like flying without radar—you don’t have a sense of direction and it is hard to tell where you are going.

 

survey integration.pngLearn how improvements made to HP Service Manager 9.32 will help you easily understand user sentiment—so you can quickly respond to changes and correct any missteps. 

KPI approach to Service Management Strategy with HP Executive Scorecard

How can you improve the performance of your organization if you can’t understand your key performance indicators? Without clearly seeing this information, executives can’t make strategic decisions—and everything will suffer.

 

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Learn how to gain clarity into your service lifecycle with HP IT Executive Scorecard.  Keep reading to find out how with the right information at the right time you can make accurate decisions.

 

Maturity and Transforming Service Management

agile.jpgFor many years now, IT departments have dealt with a double whammy. They face escalating demand for services in the face of steadily shrinking budgets. At the same time they are increasingly pressured to demonstrate their relevance to the lines of business, to align technical capabilities with new delivery models and move beyond basic firefighting and request handling.

 

If IT organizations cannot find a way to improve their strategic value in today’s new era of decentralized IT, they risk losing relevance.

 

Keep reading to find out how IT can maintain relevance and continue maturing.

3 Upcoming ITSM events that you won't want to miss!

There is a lot going in the HP ITSM community, and I wanted to draw your attention to 3 upcoming activities coming up this week and then itSMF FUSION later in the month.

 

What’s New with HP Service Manager 9.32 webinar  

 

Managing Knowledge and Empowering Users webinar

 

and later this month itSMF FUSION 2013 

 

 

Labels: ITSM| itSMF| Vivit

Don’t purchase an IT service management tool without being able to measure and realize its benefits

ITSM.pngA year ago, I met with a CIO from a Global 50 company. His team was in the decision-making process for the purchase of a new service management tool. When we discussed IT performance management, he said that no one else had talked to him about it. All the vendors on their short list had only mentioned the ROI for buying the tool itself.  He went onto say that having a performance management system with a service management tool means that they can drive the business transformation and ROI. These were his goals in purchasing the new service management tool in the first place. “What I need is best practice KPIs to measure along the journey,” he said. In many respects, this is like Weight Watcher’s online service that lets you see when you should take the personal corrective action to achieve your weight loss transformation.

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About the Author(s)
  • 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.
  • Gil Tzadikevitch HP Software R&D Service Anywhere
  • This account is for guest bloggers. The blog post will identify the blogger.
  • 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.
  • Jody Roberts is a researcher, author, and customer advocate in the Product Foundation Services (PFS) group in HP Software. Jody has worked with the UCMDB product line since 2004, and currently takes care of the top 100 HP Software customers, the CMS Best Practices library, and has hosted a weekly CMDB Practitioner's Forum since 2006.
  • 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.
  • Ming is Product Manager for HP ITSM Solutions
  • Oded is the Chief Functional Architect for the HP Service and Portfolio Management products, which include Service Manager, Service Anywhere, Universal CMDB & Discovery, Asset Manager, Project and Portfolio Manager.
  • 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.
  • 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.
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