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Displaying articles for: April 2013

The Oracle License Management System (LMS) Process: How HP Universal Discovery Can Help

Managing Oracle Database licenses is a complicated process, especially for large organizations. In today’s intricate and rapidly changing IT landscape, companies often find themselves without adequate controls, visibility and an overall handle on where Oracle Database software was deployed, in what configuration and what licenses were originally purchased. Luckily, HP Universal Discovery (UD) is here to help.



3 tales from the HP Software Customer Forum in Brussels

Brussels.pngLast week about 150 people attended the HP Software EMEA Customer Forum in Brussels, discussing many facets of service and portfolio management solution implementations.


Speaking topics included demand management, software license management, configuration management and  service request catalog. For your reading pleasure, I have picked three customer presentations to write about. Please join me in having a closer look at this content.

HP Service Manager, Fulfilling your need for speed

profile pic.jpgIs a faster HP Service Manager better than a slower Service Manager (you have seen the cell phone commercials like this, right)? As we continue our series of “Did you know” topics we will consider your “Need for Speed” (Yes, I know. Again with the movie references. It is kinda my thing). Continue reading to find interesting information you may not know about IT Service Manager performance optimization and tuning.

5 Ways a Line-of-Business (LOB) can increase Competitive Advantage - through the Service Desk

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In 2012 Gartner predicted that by 2015, 35 percent of enterprise IT expenditures for most organizations will be managed outside the IT department’s budget.  Will this trend impact your service desk?


A year has passed since that initial prediction; keep reading to find out where we stand and why LOBs are considering taking control of their service desks as a competitive advantage strategy.

Asset Manager's statistics & dashboards: Show the value you deliver to your execs and save your job!

As an IT Asset Manager, am I relevant?

This question can be stressful, but if you know what your team delivers for your organization, understand the substantial savings that you allow through optimized license investments, the avoided software audit fees, the good procurement policy choices that you vendor performance management and TCO (total Cost of Ownership) analysis drive... you can be in peace.


My ITAM team delivers value to my organization, but who knows it?

This one is even more stressful, because whatever you may do, an exec may switch off your projects.


Asset Manager provides an easy way to translate the quality of your data and the automation of your processes into tangible reports: the statistics... so easy and quick implement... so rarely used today! Discover in 5 minutes in this technical and illustrated post how statistics translate your efforts into celebrity and executive sponsorship!


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Incident managers, listen up: The CIO might be watching!

IMG_1614-Edit_SML.jpgThis week I got hear about how the IT team at a major European oil and gas company was working to improve their quality of service delivery. As it turned out, improvement here was a strategic goal set by their CIO. To achieve their goal, the team first focused on improving their incident process. Part of this involved purchasing a service management tool. But at a deeper level, it involved setting service level objectives (SLOs) and then measuring performance against each SLO. With this data, their continual service improvement plan involved setting and measuring performance against a key performance indicator (KPI).

Who, What, Wear: An HDI Recap Presented by HP ITSM

The HP ITSM team had a wonderful time at HDI 2013 last week in Las Vegas. Thank you to everyone who stopped by to say hello and demo Service Manager, Service Anywhere and the upcoming Service Request Catalog (SRC) for tablet. We saw old friends, made some new ones and happily talked a lot of shop!


Couldn’t make it? Didn’t get to see everything? Want to re-live it? Fret not. For your viewing pleasure we proudly present Who, What, Wear: An HDI Recap Presented by HP ITSM.




"Rock stars hang out with rock stars." - Terry Jones

HP Asset Manager (AM) Troubleshooting: How to Enable Logging to Help Diagnose a Problem

When a problem arises in HP Asset Manager, do you have difficulty troubleshooting in order to diagnose and fix it? Did you know that enabling AM logging can help you identify where and when an issue arose?   Presenting the 7 simple steps to enable Asset Manager (AM) logging. 


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Tags: LDAP

You’re Invited: How to Cut Back Your Spend on Software Assets with HP Asset Manager

What: McKesson and HP present the Cut Back Your Spend on Software Assets Webinar with HP Asset Manager 


When: Tuesday, May 7, 6am PT / 9am ET / 2pm BST / 3pm CEST or             

               Tuesday, May 7, 10am PT / 1pm ET / 6pm BST / 7pm CEST 


Where: The worldwide web - Register here 

Attire: Thinking caps optional


Maximizing Service Desk value = Integration

iStock_000012804668Small.jpgWhen it comes to delivering overall value to IT and also to the business, integration of the service desk is key.


The more integrated the help desk is to the rest of IT operations management often has a close correlation to the impact of the overall service delivered and provided not just by the service desk organization, but IT overall.

It is people, process, and technology—right?

IMG_1614-Edit_SML.jpgI can’t count how many service management meetings I have been in that have started with the statement, “It is people, process, and technology.” Now, after reading “Which Comes First, Customers or Employees?” by’s Steve Tobak and an expanded blog post, I am left with three questions: Can you deliver world-class service management without happy, engaged employees? How much of a differentiator are people to our process and technology? And can people, for example, make poor processes or technology work?

Codeless Configuration Rules, Scripting Drools

iStock_000000513924sleepingman.jpgIt’s morning. You arrive at the office and in the conference room is a team from IT. They look exhausted. They have been working all night.  Yesterday while testing an application upgrade, they found a problem that was traced to a customized script that had been inserted several releases earlier and  over a year ago.  Completing the problem analysis, repair, testing and documentation processes meant staying all night to ensure they stay on schedule for next week’s targeted maintenance window. Just a few lines of code ruined everyone’s evening. Had the original changes  been made by codeless configuration, that IT team may have been home on-time for dinner the day before instead of working through the night.

Service Manager 9.31: How to Customize and Stylize Your Service Request Catalog

Welcome to Service Manager 9.31! We’ve included many new features and functionalities in the latest SM release to help you get the most out of your service desk. One such improvement we are rather excited about is the ability to customize and stylize your Service Request Catalog.  Background symbols and images, separator lines, logos, and fonts can all be transformed to reflect your unique branding. 



HP Service Manager (SM) Supportability Tools: How to Diagnose, Debug, and Keep Your System Healthy

Robert Palmer once crooned “Doctor, doctor give me the news.” HP Service Manager (SM) administrators and implementers have uttered a similar cry.  


                                                                                                                  Bad Case Of Loving You (Doctor, Doctor)

                                                                                                                  By Robert Palmer


When you have an ailing Service Manager application, how do you diagnose the issue and, once you know what is wrong, fix the issue to bring your system back to full health? 


Below we’ve highlighted 4 of the best new supportability tools, pulled from Service Manager (SM) 9.3,that can help you diagnose problems with your system, identify the root cause, and prescribe the best remedy around. 


SaaS, TCO and you

SaaS Economics.jpgThere is no doubt—SaaS is a software delivery and deployment model that is winning across industries. And IT Service Management solution vendors are jumping on the bandwagon toward success. Demand for simplicity and lower total cost of ownership (TCO) are among the market drivers. But how can you figure out, whether SaaS is the right strategy for your business and IT? What do you have to factor in for this decision? Maybe the traditional on-premise or a hybrid model is the right choice. Let’s look into this a bit further …

HP Service Anywhere March 2013 Release



Last week the newest release of HP Service Anywhere became generally available and was  pushed out to systems worldwide.  Have you seen it yet? 

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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.
  • I am the PM of UCMDB and CM. I have a lot of background in configuration management, discovery, integrations, and delivery. I have been involved with the products for 12 years in R&D and product management.
  • 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 (@maryrasmussen_) is the worldwide product marketing manager for HP Software Education. 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. Mary has a BS in Computer Science and a MBA in Marketing.
  • 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.
  • 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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