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Displaying articles for: August 2013

Take BORING out of online training with new ITSM eLearning from HP Educational Services

It’s the end of summer in the northern hemisphere and that means its back to school time. As I was preparing to send my two back 2 school.PNGcollege students back to their respective campuses, I noticed an article about the growing popularity of online training; including at some top-ranked universities.


So I started wondering if HP was following the trend. I discovered that we recently launched a new style of e-learning called VISPEL. So I asked Brad Laatsch from our Educational Services team to hang out with me on Google to talk about how our e-learning is different.


You will get an “A” for effort if you keep reading to learn more about classes available relevant to IT Service Management and an “A+” if you take a few minutes to view the hangout.  For extra credit, also watch the video message from Meg Whitman at the end of the blog.

Searching for the common ITSM good


I had a wise manager who used to refer to the service desk as THE communication hub. It is interesting to revisit this theme and role in light of the changes going on technology at home and at work. I submit that there are some key interwoven themes that will be foundational to the emerging new style of IT. And with the decentralization and consumization of IT, communication is more important than ever.


Keep reading to find out how communication is key within your organization.


How good is your first-call resolution for ITSM?

FCR.jpgOver the last year, we’ve asked HP customers to confidentially share with us how good they are with several service desk metrics. We then asked them to share what they think is good benchmark for each metric. In this post, I’ll focus on what we learned about one of the most important service desk metrics: first call resolution.


Based on a weighted average, our participants felt that the first call resolution metric benchmark should be 75 percent. I can vouch that this is a solid number for the benchmark from personal experience.   In a presentation a few years ago, I asked the audience of approximately 100 this question and by a show of hands, the group settled upon 75 percent.

Are you ready? 3 reasons to register for the HP Software Customer Forum in Vienna

iStock_000014131324XSmall.jpgThere are only two weeks left until the HP Software EMEA Customer Forum, IT Service & Portfolio Management, in Vienna starts.


In case you do not have registered yet, consider what you probably miss.  There will be more than 15 customers speaking about all kind of HP IT Service Management (ITSM) and HP Project and Portfolio Management (PPM) solutions.


But what will these presentations be all about? What products will they touch on? And what other opportunities could you potentially miss? Are you still indecisive? Read on …

HP Service Manager (SM) + HP Autonomy Intelligent Data Operating Layer (IDOL) = Improved Analytics

Read on to learn how HP Service Manager (SM) + HP Autonomy Intelligent Data Operating Layer (IDOL) combine structured and unstructured data to make service management analytics more personalized, simplified and powerful.

ITSM, lifecycles and value chains

hp power to change.jpgDuring the upcoming HP Power to Change virtual event, Stuart Rance and I will have a specific discussion on service management lifecycles with a focus on four value chains (or lifecycle solutions). 




A key part of this discussion is the relationship between the service desk and other parts of the IT operations management ecosystem. Read on to learn more. More importantly, please join us for the session itself.   

Labels: ITIL| ITSM| Value Chains

China Merchants Bank’s Upgrade to HP Service Manager (SM) 9.31 for ITIL Process Automation

Find out how China Merchants Bank, using HP Service Manager 9.31 to automate numerous ITIL processes,  was able to reduce call resolution time by 90 percent, and  incident resolution time by 52 percent -- while enhancing user experience and productivity with Social Collaboration and Knowledge Management.

What's the value for a CMDB or CMS?

CMSThere are companies out there who have made second, third, and even fourth-time implementation efforts to achieve value out of a CMDB or CMS. They know there is inherent value, but getting to the value seems to be a bigger challenge than they realize.


In this blog post, I will share some common use cases  where many customers achieve focused value. However,  I recomend remembering the golden rules for managing your scope creep-- keep security teams close, and always, always strive to overcome the political dance where ownership or other boundary issues arise.


CMDB and CMS are worth it, you just have to know where to look for the value.

Improve service delivery while limiting security vulnerabilities! Have I got your interest?

Emergency.jpgIf emergency changes aren’t already a big issue for your IT shop, they should be. Why? Well, let’s get clear on what an emergency change is in the first place. They are changes have an expedited process because something has gone done, and they can be recorded or approved after they have been made.


This means greater risk for the business. COBIT 5 worries enough about this category of change that they have even created a KPI to measure emergency changes that are not approved post implementation. Think about this, the change is implemented and management doesn’t approve it. What do you do now? Do you take the risk of backing it out? You might ask why would someone record or approve an emergency changes after the face. It is done largely for compliance reasons. And while they can fix an implementation gone south, they can introduce enterprise risk and possibly security vulnerabilities.

Exploring the New Style of IT and Service Management - August 15 webinar

Brighttalk 15Aug.jpgA Brighttalk Service Desk Summit is coming up next week on August 15th, and I will be discussing "The New Style of IT and Service Management".


Please join me if you can. If you can't catch the live event, please watch the recording.


And, read on to get an overview of what constitutes "the New Style of IT" and what does this mean for the service desk!


Labels: ITSM
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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.
  • 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
  • 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 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.
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