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Displaying articles for: July 2013

Web Event: The Power to Change (it's no ordinary virtual event)

cloudpeople.PNGThe Power to Change virtual event is coming this fall from HP where you will hear from industry leaders, visionaries and technology experts, as they explore the impact of change on IT. To add even more  excitement we have implemented a game that allows you to engage in the material while earning points to win prizes. 


The event includes 16 virtual sessions and valuable "next step" content to help you do things you never thought possible. Keep reading for more details around the ITSM sessions.

HP UCMDB Development Center (UDC Version 0.9) Beta: Easily Manage Your Content Development

With it’s Jython scripts based, open discovery framework, we’ve always encouraged HP UCMDB and HP Universal Discovery (UD) users to develop and share discovery and integration content for HP Universal Discovery (and before that DDMA). To help foster that development, we recently announced a beta release of the HP Universal CMDB Development Center (UDC) tool available now from HP Live Network.


Read on for more information.

HP UCMDB Browser 2.2: What It Means for You

We are pleased to announce HP UCMDB browser, version 2.2, which was released last month.  HP UCMDB browser 2.2 boasts improvements to several of the existing capabilities and introduces two brand new features we hope will make your lives that much easier.  Read on to find out what HP UCMDB browser 2.2 means for you!dorbach.jpg

Does SaaS open the door for “change fatigue”?

iStock_000008455557Small.jpgA service desk needs to constantly evolve to stay aligned with the business, and that means change.  Successful service desk have strong change process but sometimes these processes don’t consider the ability of the staff to keep pace with continual change. 


For on-premise, the user is in full control of changes to their service desk, and can balance the timing with other changes underway – but what about when you move your Service Desk to the cloud? Are you at a greater risk for change fatigue?

I'm on a mission! A mission to help you create the most valuable Service Manager solution ever

blues bros.jpgRecent improvements to Service Manager have shifted the conversations I have about the product. In the past, everyone wanted to talk about support and speed. Now my conversations revolve around innovation.


Keep reading to find out more about my current mission and why we are wearing these black fedoras and sunglasses.


Service Catalog, Reporting, Remote Support, and Password Reset

hp isv partner.jpgWhat do service catalog, reporting, remote support and password reset all have in common? They are all in-demand service desk topics, but there is more!


Read on to find out what they all have in common and how they come together for you. 

HP Universal CMDB (UCMDB) and HP Service Anywhere (SAW): What the Integration Means for You

Did you know that HP Universal CMDB (UCMDB) and HP Service Anywhere (SAW) can work together to give you the perfect solution to elevate the investment you make for an on-premise Configuration Management System, to be used also on the cloud with HP Service Anywhere?


Are you practicing continual service improvement?


IT executives who aren’t progressing are regressing

Shortly after Peregrine Systems joined HP, I was given the honor of being tapped as a reviewer for the third version of ITIL’s Service Strategy book. Two things really surprised me about ITIL Version 3: the emphasis on business service and the whole notion of “continual service improvement.” Continual improvement surprised me because so many of the IT organizations that I had worked with were, in fact, not showing improvement in their IT organizations’ people, processes, and technology. The truth is, most were good at establishing processes, but that was as far as things went—shockingly, not much improvement was taking place.

Save the date - HP Software Customer Forum in Vienna, Austria, Sep 10-11

iStock_000005617788XSmall.jpgThe IT world is rapidly changing. The fast growing adoption of mobile devices, the emerging use of hybrid cloud and the ever-increasing demand for more agility across the IT organization and the business, they all expose challenges and opportunities.


The HP Software EMEA Customer Forum is now in its eighth edition and continues to be a strategy and best-practice sharing event for a select audience of SPM Executives. The event is known for high-profile presentations from HP customers and round-table discussions that feature these latest trends, as well as related challenges, solutions and achievements around IT Service Management (ITSM) and Project and Portfolio Management (PPM).

IT Executives: Good service management starts with better change management

ATM.jpgA few years ago, I worked with IT executives at a major financial institution eager to see its data in our HP Executive Scorecard product. The company took great pride in its incident management capabilities. However, when I saw the incident data, I was very surprised. In this post, I’ll review this customer’s situation, how it compared with benchmarks, and why this matters.The customer gave us four months’ worth of data—October through January. The data indicated 20,000 incidents per month in October. But in the months that followed, incidents grew to 65,000 incidents per month.

Discover a new style of IT Service Management


Capture.PNGWhat’s your idea of the future style of IT Service Management? User centric?  Collaborative? Proactive? Automated? All of the above and more? 


Last month at Discover Las Vegas, Tal Broner, VP R&D for HP Service and Portfolio  Management gave attendees a sneak peek of the next release of HP Service Anywhere. 


For those who missed the event and also for those who simply must see it again - I wanted to share the video  of Tal's presentation with you. It’s an amazing view into the future style of IT Service Management.




How a major telecom improved IT service delivery and enhanced IT performance measurement

Telecom.jpgSeveral years ago, I worked for a software company that focused on helping customers improve their Sarbanes-Oxley compliance. Our business development person invited me to a meeting with the senior leadership of a major telecom provider. I was amazed during the meeting at how much software was required to add, provision, and bill a customer and how it all needed to work seamlessly. This is why when I heard about how a major telecom provider was using the HP Executive Scorecard, I had tremendous interest. This customer had decided that it wanted to improve the quality of operations by improving its IT governance.

Searching for ITSM tools? 3 reasons why you should look beyond the help desk

iStock_000018847374XSmall.jpgThere is no doubt – the demand for a user-centric IT is increasing. Trends like cloud, software-as-a-service (SaaS) and social media are influencing how IT is delivered.  Mobile devices, like smartphones, have also encouraged BYOD and the consumerization of IT which are among the factors driving and shaping the new style of IT. The way we interact with IT and expect to receive services has changed. To fulfill this demand for more user-centricity while at the same time increasing IT's efficiency, IT organizations need to look beyond the traditional help desk when searching for ITSM tools.

How many suppliers does your IT organization use?

multi-suppliers.jpgOne of the overall themes of the New Style of IT is the explosion of suppliers of IT services. Historically this could be as basic as internet connectivity and voice services complemented by some amount of outsourcing. Now SaaS choices, let alone public cloud alternatives, are expanding daily. What does this mean to the IT Service Desk organization?

HP Asset Manager CloudSystem Chargeback – Get your cloud services costs under control

How can you show the value of IT if you can’t provide supporting figures? How do you know how your service is truly being received if you can’t measure it?


These are tough questions to answer if you don’t have the proper metering capability set up on your systems.  Keep reading to find out how you can really find out how to meet your customer’s needs by monitoring what they currently use.



HP Asset Manager 9.40 and CloudSystem Chargeback (CSC) have been released!

We are proud to announce the release of Asset Manager 9.40 and CloudSystem Chargeback that bring HP's customers additional value for managing their ITAM processes: Asset Tracking, Procurement, Contract Management, Software Asset Management and Financial Management. Asset Manager provides an enhanced platform to support these processes. Discover the web platform enhancements, and the plug and play Cloud Billing value delivered by CSC in this post.






Lubrizol shares how to get a real return out of your Service Manager 9.3 implementation

Lub.pngDo you want to really want to demonstrate continual service improvement? Lubrizol, an HP Service Manager customer, wanted to do better than just establish its service management processes. The 80-year-old multinational specialty chemicals and additives company, which operates in 27 countries, wanted to become more responsive to service owners and business customers. It also wanted to gain the knowledge needed to drive down the number of incidents while improving the overall efficiency of its service desk.

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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.
  • Being number two in the ITSM install-based software industry, we feel it's our duty to enlighten and educate you about everything ITSM. We'll pose questions, analyze research and discuss the newest industry trends. Welcome!
  • 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.
  • I have been working at HP AM R&D for more than 7 years. I led the transition of the product and now I am one of the R&D Managers driving transformation and roadmap of the HP AM product.
  • 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.
  • Karan Chhina is the Product Manager for HP Universal Discovery and has worked with discovery & dependency mapping and configuration management product line for the past eight years.
  • 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 (@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
  • Mohamed Nada: 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
  • Mr. Suer is a senior manager for IT Performance Management. Prior to this role, Mr. Suer headed IT Performance Management Analytics Product Management including IT Financial Management and Executive Scorecard.
  • 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.
  • Sr. Product Manager of HP Asset Manager, my 12 year experience in IT Asset Management gives me combined technical skills and business practice knowledge. I have a special focus in Software Asset Management and Cloud Billing.
  • 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 help IT leaders to understand how well IT is performing from a business perspective.
  • 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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