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Displaying articles for: May 2010

Watch HP Service Manager Flex its Enterprise Muscles

HP Service Manager is an enterprise strength service desk that helps you run IT like a business. This application pumps iron. When you are evaluating a service desk software offering, make sure you look past its pretty face and have it flex its muscles. It’s the only way to know what you’re really getting.

Modeling data in a Configuration Management System

For all the talks about ITIL v3 and the Service Lifecycle these past 2 or 3 years, any large organization today that puts in place the proper processes and tools to manage its business services still faces the daunting task – well it’s never trivial for sure – to model existing IT resources. One can only assume that the new stuff will be modeled at design time when IT has all the clues about what they are doing for whom; but the old stuff that is already out there is a different story. Some of it can be discovered automatically; some of it can be obtained from various Management Data Repositories. Yet any attempt on a large scale to build (and maintain) a topological representation of an IT environment takes some work.


Let’s put here that we are in the shoes of a big corporation that has taken the step of deploying a Configuration Management System (CMS) to assemble a single version of truth about their IT. A CMS is indeed ITIL’s conceptual approach to create a common and dynamic representation of business services – one that can reconcile discovered data, replicated data and increasingly federated data. Quickly enough you can get all these data flows “bringing in” Configuration Items – call them objects if CI rings dull – and all their relationships. So we have a topology or more accurately a large amount of disjoint graphs – some highly interconnected with hundreds, possibly thousands of objects, others much smaller. Even if the IT Department is conservative in how they run discovery, those “IT molecules” that become available through the CMS can represent all together tens of thousands, hundreds of thousands or (but then the IT guy would have pushed all the buttons of discovery) millions of objects.


As much as customers would want the CMS to present them automatically with all the constructs and all the views that they need at that point, this is not the reality. First, only a few DDM tools on the market have the technology and the content to fully map an enterprise environment. Second, very few CMDB products can do effective and granular data federation against a wide range of MDRs. Even if you get that far, the last leg of modeling which is about making all that data consumable or actionable is the part that is the most demanding for products. Said simply, users must be able to find the right data, scope it, combine it and visualize it in various ways. The only trouble is that we are dealing with complex graphs of objects using a rich data model, vast quantities of data typically stretching across repositories, a landscape that is all but static and plenty of similar situations requiring a similar handling. Being able to define and execute advanced topological queries and computations is a science. Putting that science in motion effectively against that kind of constraints confines to art.


If you asked me which products are flirting with art and which ones are not quite there, I would tell you but then you might not take my word for it; so instead I will explain myself a bit… in my next post :-).

Tags: CMDB| CMS| Model| Topology

Audits got you down? Here’s how FICO is meeting the challenge

FICO, provider of a leading credit risk scoring service and decision management solutions, had been struggling to meet a heavy burden of audit requirements—an average of one audit per business day (including internal audits, audits by clients, and audits for regulatory agencies).


FICO implemented HP Service Manager, HP UCMDB, and HP Discovery and Dependency Mapping to gain auditing capabilities that dramatically reduced the time needed to generate reports. In the past, an audit took 15-20 hours. Today, FICO runs required reports in just minutes. Not only does this represent major time savings and an improvement in regulatory compliance, it also means a boost in competitiveness. Impressive!


Take a look at FICO’s case study (hyperlink to for more information on their ITSM implementation and the results they’ve achieved.


CMS and the Cloud

What role will the Configuration Management System play in the new cloud computing world?
Labels: Cloud| CMS| Federation

IT Service Management - it's all about automation, it is!

In my last blog post, "IT Service Management – it’s all about automation, is it?", I discussed the importance of and the general approach to automation in IT Service Management. Now, let me look at an example -

New ITSM Blog Site is Up!

We've moved! Everyone who blogged or read the HP ITSM blog on the Telligent Platform, here is our new place, on a platform based on the Lithium technology. Learn about the new platform and blog away. The world is waiting! For now I will be yoru moderator and helper for anything you need. Thanks JR

Growing interest in IT Financial Management

HP is seeing a growing interest in IT Financial Management. Financial management in relation to assets has been important to businesses for a long time but now there is a need for more. We are seeing interest in the need for convergence in financial management from both IT operational management as well as project and resource management.

HP offers an excellent ITFM solution, combining PPM (Project and Portfolio Management) with Asset Management. PPM manages multiple projects particularly in relation to financial management and resource management of those projects. Asset Manager offers ongoing total cost of ownership of assets as well as operational cost management. Added to this HP offers Financial Planning Analytics which provides powerful reporting and anlytics to the solution.

Customer feedback has proved very positive - the ability to provide key information around the cost of projects and IT operations and enable decisions to be taken based upon best available information.


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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
  • Having about 15 years of experience, practical and academic, throughout these years, I’ve been always focusing on both strategic directions side by side with achieving critical business goals Mainly focused on IT operations management, strategy and control, my preferred vendor is usually HP, as I believe HP has one of the best Enterprise portfolios among the current trending technologies
  • 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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