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Displaying articles for: September 2013

Is your service desk happy? You better know because it really matters.

service desk.jpgSeveral months ago, I was at an HP event with several members of a large insurance company service management team. One of the people I was talking with indicated they had just completed their employee survey and that these results would be fed into their IT balanced scorecard. At this point, I asked him how important employee engagement was to their service management. Almost flabbergasted, this person responded, “Gee, in IT it’s clear. If employees aren’t happily engaged, you do not deliver IT or business outcomes. It is a one-to-one relationship.”

 

I was so intrigued by this connection that I decided to do a little research on this topic. To be honest, I was surprised by the sheer volume of content I found. HR consultant China Gorman has an interesting post about this on her company’s website. In “What Comes First: Employees or Customers?” she put the issue this way:

HP Service Manager (SM) 9.32: How to improve query or table join performance

Have you experienced poor query or table join performance?  HP Service Manager users, today is your lucky day.   The enhanced cross-table query capabilities in HP Service Manager 9.32 will drastically improve your performance.   Keep reading to find out why, and how.

cross table.png

Embrace change within ITSM and gain a competitive advantage

iStock_000018470645XSmall.jpgTechnology changes are inevitable. These changes are coming fast and they are impacting every aspect of IT. Look at cloud and mobility; they have an impact on how businesses and IT organizations operate because users have access to your enterprise - no matter where they are.

These changes demand a user-centric approach in application and service development. Do you want to embrace these changes and stay competitive in this changing world? Keep reading to find out how you can get help with remaining competitive.

HP Service Manager (SM) 9.32: Web client usability enhancements for increased efficiency

In our latest release, HP Service Manager 9.32, we've made several improvements to web client usability, the sum of web client.pngwhich will make your day to day use of HP Service Manager 9.32 that much easier. Read on to find out what we've done. 

ITSM, Service Desk, and Chargeback


chargeback.jpgWhat do Asset Chargeback and the Service Desk have in common? Plenty, starting with the rise of automated self-service request fulfillment. Do you need to allocate costs for requests? What if the service/item requested has embedded costs or is provided via a third party? Another related intersection starts earlier when evaluating options in a service portfolio and a service catalog.

 

But, that is not what I want to briefly discuss today. What I wanted to briefly promote are a pair of upcoming web events! One on chargeback/showback and the other effectively "What's new with HP Service Manager".

Labels: web event| webinars

HP Service Manager (SM) 9.32: How to save development time and simplify integration with RESTful API

An ITSM process automation application like HP Service Manager 9.32 is a natural hub for integrating other applications and tools that collaborate to improve IT efficiency and productivity.

 

Keep reading to see what we added to HP Service Manager 9.32 to make developing integrations a whole  lot easier. screengrab restful.png

Can you reduce costs and increase customer satisfaction? Benchmark your incident ticket reopens!

service quality.jpgRecently, we asked several HP customers to give us their opinions on typical service management metrics. Additionally, we asked them about their actual performance. Today I would like to share what we learned on a key incident performance metric—incident reopens. Listen up if you want to improve service quality.

HP Service Manager (SM) 9.32: What's new in Service Request Catalog (SRC)

With the release of HP Service Manager 9.32 we took customer feedback to heart.  We made enhancements based on customer suggestions, and improved the flexibility, usability, localization and security of Service Manager’s Service Request Catalog. Read on to learn more.secuity.png

HP Service Manager (SM) 9.32: What’s new in mobility and ITSM on-the-go

Customize views.pngThe worldwide mobile phone market is predicted to grow 7.3 percent year over year in 2013 according to  the International Data Corporation (IDC) Worldwide Quarterly Mobile Phone Tracker.

 

The increase in smart phones and in the BYOD (Bring Your Own Device) movement played an important role in our release of HP Service Manager (SM) 9.32. The increasing consumerization of IT has created a greater need for security, productivity and connectivity. Keep reading to find out how we meet these increased needs head on. 

Improved IT Service Management requires better process management

SM to PM.jpgAccording to ITIL Version 3, 55 percent of all incidents involving outages are actually self-inflicted. Does this mean that change management or incident management are the problem? Or, is this really a symptom of viewing change and incidents as siloed activities? I want to suggest that viewing incident and change separately is equivalent to blind monks touching different parts of an elephant and trying to describe what an elephant is. The fact is that incident, problem, and change are all part of one system with a focus on improving the effectiveness and efficiency of service delivery.

 

Several years ago I was able to spend some time with a leading Fortune 500 financial organization. This customer was interested in using analytics to improve the quality of their incident management. However, they already thought that they were “pretty good at incident management”. The interesting thing was that in the end it was unclear if they were indeed “good at incident management” or not. Who knows, maybe they were in isolation?

What’s New in HP Service Manager (SM) 9.32: Process Designer Help Desk and Codeless Configuration

HP SM 9.3.pngOne of the most important evolutions in HP Service Manager (since 9.30) has been our steady progress toward a codeless system. We've taken another large step toward this goal with our recent release of HP Service Manager 9.32 and Process Designer for Help Desk. You now have the ability to use  codeless configuration  for the three help desk processes in HP Service Manager: Service Desk, Incident Management and Problem Management. 

 

Keep reading to find out why we are so excited about codeless configuration and what it means for you!

 

 

HP Service Manager 9.32: How it Delivers Value to You

HP service Manager 9.32 video.pngIn HP Service Manager 9.32 our main goals were to improve productivity, ease-of-use, end-user satisfaction and ease future upgrades.  Please read on to learn more about all of the features we've built into HP SM 9.32 and the value they provide to you.

 

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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 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: @MaryRasmussen_
  • 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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