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Displaying articles for: November 2013

HP Discover Special Interest Groups (SIGs): Help shape the future

We want you to help shape the future with us! Read on for more information on all of the Special Interest Groups we'll be hosting at HP Discover. Don't miss the opportunity to be our design partner for a day or join us on the Customer Support Journey to Excellence....

Profit from big data, empower your users and transform your service desk

Innovative ESS.pngIT organizations have always been under pressure. This is often a result of new trends that in most (if not all cases) were triggered, driven and controlled by IT. These trends are often disruptive.

 

Think about the big move from mainframes to client-server environments, or the introduction of virtualization leading to the cloud. Now there is a new disruption ahead, this time it is coming from users. Employees are looking to utilize the latest trends and technologies like BYOD and mobility. These employees confront IT with a change in behavior and expectations.

 

To stay in the driver’s seat and benefit from the innovative power of such a change, IT organizations should embrace this behavior and adapt social media communication to their service desk.

Portals, Catalogs, and more - Must See!

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If you are struggling with keeping up with demands and/or implementing or considering an integrated employee self service portal and catalog, check out the HP Propel Announcement.

 

HP Propel – Choice without compromise

 

 

 

HP ITSM tips and tricks: 3 things to know before implementing integrations with HP Service Manager

In the field of IT Service Management (ITSM), integrations and automated, end-to-end solutions are more in-demand than ever before. We at HP Software supply that demand. Read on for 3 things you should know before implementing integrations with HP Service Manager. Integrations.jpg

2 things I hate about IT – An employee’s take on self-service ticketing

iStock_000010430513Xfear.jpgFor many employees, especially those that work for large corporations, contacting IT for support is a dreadful experience. It’s hard to put your trust in an off-site, off-shore (sometimes out-sourced) person sitting somewhere in the world with your most intimate computer problems.

 

Trusting that your problems will be resolved simply by submitting it in some form might be even harder. Building user trust in a self-service ticketing system starts with the system ability to understand the user problem and to ask the right questions at the right time and equally important, avoiding from asking irrelevant questions.

 

Guest post by Yariv Snapir, R&D Group Manager

HP Service Anywhere will be at Discover Barcelona, Spain Dec 10-12, 2013 - will you?

iStock_000006401124XSmall.jpgHP Discover Barcelona registration is open.   This year’s conference is featuring hundreds of sessions focused on the hottest topics in the industry today like Big Data, Converged Cloud, Mobility, Security, Risk Management and more.   

 

There are several HP Service Anywhere sessions including a very exciting Special Interest Group session - "Design Partner for a Day - Contributing to the HP Service Anywhere Vision"

The ITSM Process Journey – Moving beyond level 2

I am not here to specifically discuss the various ITSM maturity models used over the years. I am here to discuss how organizations can move from operating in “crisis mode” and acting like fire fighters to being in tune and aligned with the business.

 

I promise this level of IT Service Management is attainable—but it looks different in every organization. Keep reading to find out how it might look for you and your IT team. (And allow your team to put away the fire gear.)

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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.
  • 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
  • Nimish Shelat is currently focused on Datacenter Automation and IT Process Automation solutions. Shelat strives to help customers, traditional IT and Cloud based IT, transform to Service Centric model. The scope of these solutions spans across server, database and middleware infrastructure. The solutions are optimized for tasks like provisioning, patching, compliance, remediation and processes like Self-healing Incidence Remediation and Rapid Service Fulfilment, Change Management and Disaster Recovery. Shelat has 21 years of experience in IT, 18 of these have been at HP spanning across networking, printing , storage and enterprise software businesses. Prior to his current role as a World-Wide Product Marketing Manager, Shelat has held positions as Software Sales Specialist, Product Manager, Business Strategist, Project Manager and Programmer Analyst. Shelat has a B.S in Computer Science. He has earned his MBA from University of California, Davis with a focus on Marketing and Finance.
  • 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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