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Introducing HP Service Manager 9.33: The Best HP ITSM User Experience Yet

Service manager picture.jpgWe are proud to introduce HP Service Manager 9.33. In this newly updated version of HP Service Manager, we’ve included a wide array of customer enhancements to improve user experience and increase convenience. We’d like to take the time to present these new features and discuss how they benefit your user experience.

HP Service Manager (SM) Process Designer for Help Desk: Codeless Configuration is here!

HP Service Manager (SM) Process Designer for Help Desk: Codeless Configuration for Your Service Desk, Incident and Problem Management Processes is Here!


Codeless Configuration is where it is at – we know you want to see more of it and we want to give you more of it. Which is why we, the HP Service Manager (SM) team, are extremely pleased to announce the latest release in HP Service Manager’s Process Designer framework, Process Designer Content Pack 9.30.3, which contains Process Designer for Help Desk (PD Help Desk).



HP ITSM: A Virtual Visit to HP Discover

HP Discover has come and gone, but the knowledge and ideas we picked up in those three action-packed days linger in our minds.  The Venetian in Las Vegas was the place to be June 11-13. Thank you to those of you who attended. The best part of HP Discover for us is, without a doubt, interacting with all of you. Because we believe you, the users, are the future of IT.  We want to be your partner, not your vendor, and we will develop a mutual vision of the future, together. That goes for those of you who were unable to attend as well.


As we know those three days can be hectic and even if you attended, you may not have been able to catch every demo, session and presentation on your agenda. If you didn’t attend we want to help you go back and experience HP Discover with us. We want to walk you through HP Discover from our ITSM perspective, highlighting key sessions, takeaways and documents. We want to interact with you and understand your vision, while filling you on our view of the future of ITSM. So as Meg Whitman said “challenge us, tap into us, bring us your problems and your goals, and your insoluble puzzles and your impossible schedules and together we will make amazing new strides. No other organization is better positioned to be your partner in navigating the new style of it.”  We are here for you.


And now let’s go to HP Discover.

Service Manager (SM) 9.31: How Process Designer for Change Now Manages Tasks

Just when you thought your Service Manager (SM) 9.31 couldn’t get better, it has! We are proud to announce the release of Change Task Planner, formerly known as Task Editor, now available in Process Designer Content Pack 9.30.2. With this new functionality there’s no need to waste valuable time doing the same thing twice, you can now create a reusable plan in for the work required to perform a change to your system. Tasks can be added to a change model or you can utilize the Change Task Planner to plan change tasks in the change record. Parallel and sequential tasks can now be defined, giving you a clear view on what the future holds. You’ve also got significantly more control and can determine when tasks are created, when they become active, and when they must be closed before the workflow can advance. You’ll have the support of adding conditions for task creation by using the condition editor embedded in the Change Task Planner, in addition to the ability to create mandatory tasks in the change model.



Here at HP, we’re going crazy over the new Change Task Planner for Service Manager (SM) 9.31. It’s available on the HP Live Network in the Process Designer Content Pack 9.30.2 and we encourage you to give it a whirl. Be sure to let us know how it goes by posting a comment and enjoy the upgrade!


More flexibility, agility, and collaboration: Why wouldn’t you move to HP Service Manager 9.31 ?

As a user of HP Service Manager, you might still be running on a prior version of HP Service Manager (or even on HP ServiceCenter), and you have been looking at various ways to improve the efficiency of your service desk, or to make the life of your operators easier. The answer is probably much closer than you think - and you may get what you are looking for just by upgrading to HP SM 9.31, the latest shipping version.

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.

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. 


Do you need babysitters for your IT Services?

Discover2013.pngDo you need to automate your IT Service Management solutions?  Are you ready to start realizing value from your software in more effecient ways? 

Oh yea, anyone want to know what Dilbert and Mrs Doubtfire have to do with IT? 


Read On......


There is also secret text at the end with details on how to win passes to HP Discover... but shhh... I didn't tell you

Combining on-premise and SaaS Service Desk Solutions to get the ideal solution

SaaS is now considered a mainstream delivery model. But, is it the best model for every aspect of your business? What does SaaS mean for Lines of Business applications?

Uncover what you might be missing in HP Service Manager

profile pic.jpgDo you ever wonder what you don’t know about HP Service Manager? I normally don't like "tell me what i don't know problems" but after speaking with many of you, I have decided to begin a series “Did you know” to provide some insights. Continue reading to find interesting information you may not know.

The Future of ITSM - Looking back on an interesting local itSMF event

While most of the HP Discover attendees already were on their way to Frankfurt, I visited another interesting event, solely focusing on ITSM. It was the 2012 convention of the local itSMF Chapter in Germany, Kassel on Dec 3-4. So, why was this interesting?

A Closer Look at HP Service Manager 9.31 - Vivit Webinar on Nov 8

The Vivit ITSM SIG is hosting a follow-on web event vivt-hp.png

as followup to the October 2 Vivit "3 Hot Things with SM 9" event.



We ran out of time during the October 2nd event. And as some of you experienced, the underlying web event platform was having a few problems that day! Arg!


We'll have a more in-depth demo and more Q&A.



HP ITSM at HP Discover in Vienna, 29 Nov - 1 Dec

HP Discover is only about a week ago and I am really excited. When I was building my schedule today using the website's scheduler I thought: Why not share some details of the HP ITSM related activities at HP Discover? So here you go ...

ITSM out of the box - a good or a bad starting point?

Is it a good or bad starting point to implement IT Service Management out-of-the-box? This is a good question and was the title of an interactive roundtable hosted by the Vivit HP Service Manager Special Interest Group and a customer at the HP EMEA ITSM Customer Forum in Berlin. Let me share a summary and some observations from this roundtable ...

My impressions from the HP EMEA ITSM Customer Forum in Berlin this week

In my previous blog post you have probably read about this customer forum, and some of you have been there I guess. Last Tuesday was the first of three customer forum days packed with excellent presentations and discussions. I had the pleasure to moderate the Tuesday, solely focused on ITSM. Here are my observations and summary of this day.

HP Service Manager 9.30 -- coming July 2011!

HP Service Manager (SM) 9.30 marks another milestone in the evolution of integrated, automated and cloud-powered IT service management for the Instant-on Enterprise.  SM 9.30 is being presented at HP Discover in Las Vegas this week, and an early release version will be demonstrated on the show floor. Shipments of SM 9.30 will begin in July.


Values and benefits of the 9.30 release include productivity, ease-of-use, end-user satisfaction, and easier updates.

Wow ... that was really impressive - ITSM Customer Forum in Paris

I had the pleasure to moderate the 2 days of HP ITSM Customer Forum, May 10-11 in Paris, and I can tell you that I was impressed by the level of interest, the quality and content of the presentations and the opportunity for networking there. Here is my summary ...

What a line-up! Blockbuster presentations on HP Service Manager track at HP Discover June 2011

Have you ever wanted to learn how your peers in other companies approach the transition of their people, process, and tools to support a more efficient and effective IT service management (ITSM) solution?  At HP Discover this June 6-10, on the HP Service Manager/Asset Manager (SMAM) track (within Unified Operations Software), you will have your chance.  Listen to the presentations and be the first to greet your favorite speaker after the show.  You’ll want a front-row seat for these performances:

Psst ... yes, you! I've got some news on ITSM for you.

You want to listen to customers talking about their HP IT Service Management implementations? You want to learn from the values and benefits your peers gained from implementing HP ITSM? You want to benefit from their learnings? Here you get the facts - from customers for customers.

HP Service Manager + HP software partner Hitachi ID = Self-service password, identity & access mgmt!

A common obstacle to achieving high productivity in IT helpdesk organizations is the high call volume of simple end user requests which would be better serviced by empowering end users to place the request themselves and then automating request fulfillment.  Through an arrangement with HP Software Business Partner Hitachi ID Systems, HP Service Manager (HPSM) customers can experience 35%+ lower call volumes, 90% lower handling times for assisted password resets, policy enforcement and reporting (which harden security and minimize audit costs).  Users set (and if locked out, reset) passwords, request changes to identity information, and request access rights changes themselves, and requests are handled with automated fulfillment workflows.  The tight HP Service Manager integration provides perfect management visibility into all password/identity/access-related user activity.

HP Service Manager + HP software partner Westbury = Better operational reporting!

A common request from the customers of HP Service Manager is to provide more insightful reporting that can be used to demonstrate the value of their IT function to business management, without requiring them to have in-depth technical database and developer skills. Through an arrangement with HP Software Gold Business Partner Westbury, HP Service Manager customers have access to more reporting capability than they may have thought possible.  And there is one truism when it comes to good quality operational reporting – the more the merrier.

Service desk made E-A-S-Y with HP Service Manager on SaaS Value Suite

Forget anything you have ever thought before about running a service desk.  It doesn’t have to be complicated.  You don’t have to sacrifice quality if you’re on a limited budget.  You get long-term stability and peace of mind with the safest vendor in the market.  All this comes courtesy of the brand new HP Service Manager on SaaS (Software-as-a-Service) Value Suite.    


Coming soon - HP Service Manager 9.21 and the NEW Service Request Catalog

I was positively surprised by the reactions on my last blog "IT Service Management @ HP Software Universe ..." and a lot of people were wondering what presentations like "Introducing the new Self-Service Portal for HP Service Manager" will be all about, and what's the news? Well, I guess I have to let the cat out of the bag now ...

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.

Pedal to the metal - HP widens its leadership gap in ITIL v3 certification

HP Service Manager has taken a big leap forward in its ITIL v3 leadership position.  HP Service Manager 7.1x is now certified by OGC (the creators of ITIL) at the Gold Level in nine ITIL v3 processes, three times the lead of the next closest vendor’s product.   


The Gold Level certification is hard to achieve (see my previous blog entry to get more detail on that).  It means that multiple customers provided documented proof to the auditors that they are using HP Service Manager to automate their ITIL v3 processes. 


Here is a list of the ITIL processes implemented within HP Service Manager that have been certified at the Gold Level:


1. Incident Management

2. Problem Management

3. Change Management

4. Service Asset & Configuration Management

5. Service Catalog Management

6. Request Fulfillment

7. Service Level Management

8. Knowledge Management

9. Service Portfolio Management


Customers who understand the value of fully embedded ITIL v3 best practices have it easier than ever before.  Now that HP Service Manager is the clear leader on OGC's certification scorecard it will certainly help many of these customers determine, without a doubt, that HP Service Manager is their best choice to help run IT like a business.




CMS Use Cases On Parade At HP Software Universe

In my last few posts I talked about the need to focus on use cases.  Over many years I have learned that the number one thing people want to hear about is as follows:  "what is my peer down the street (or across the ocean) doing about similar problems".

Being the track manager for the Configuration Management System (CMS) track at HP Software Universe in Washington D.C. (June 2010), I just completed scheduling a number of great presentations that represent real world use cases and implementation outcomes.   The CMS track at Universe this year highlights a number of great case studies of what real customers - facing real challenges - at very  large and complex companies - are doing around CMS related initiatives.  What follows is a quick summary of customer centric use cases that will be on stage for the CMS track at Universe this summer.

Turkcell, one of the largest mobile phone companies in Europe, will be on stage addressing how they are creating an integrated IT environment capable of supporting a broad range of IT processes including Asset Management, Configuration Management, Change Management and Problem Management.  Elements being integrated include IBM Maximo, HP Business Service Management (BSM) solutions, the HP Universal CMDB and HP Discovery and Dependency Mapping.

An HP partner, Linium L.L.C., will be walking through the work they have done for a major retailer in the US.  The focus of this case study is around the implementation of a Change and Release Management solution that brought together HP Server Automation, HP Release Control, HP Service Manager and the HP Universal CMDB.  

Melillo Consulting is working with a large company to integrate several of our BSM solutions with our HP Client Automation Center to implement an Incident, Change, Problem and Request Management solution.

Elegasi, another partner, is working with a large Financial Services company to help them effectively manage the cost of licenses associated with virtualized infrastructure.   The session will highlight how Discovery and Dependency Mapping, the Universal CMDB, and HP Asset Manager can work together to help address license compliance and cost management for virtualized infrastructures.

Finally, our HP Professional Services team is implementing a Service Asset and Configuration Management solution for a major Telecom company.  They'll be addressing the work they have done to integrate UCMDB and Asset Manager and talking about where they are going next in terms of integrating Service Manager. 

When I consider all of the sessions being put together across other tracks as well - I know that there are many more customer or partner delivered sessions that focus on integrated solutions.  In many of these, the UCMDB is a central component of the solution that will be represented on stage.  If you are interested in going to Universe and have not yet registered, I invite  you to get $100 off the entry price by entering the promotion code INSIDER when you register.  Feel free to pass this promotion code on to others.  Hope to see you in Washington this summer.  Cheers!

Mass Customization in ITSM (and Movies) for predictable success

What a season for Oscar!  Golden statues are adorning fireplace mantles in houses owned by Sandra Bullock, Jeff Bridges and the screenwriter of the movie “Up” (well maybe he still rents).  Watching the Academy Awards Show just a few weeks ago got me all excited about seeing movies again.  Not just DVDs or downloads, but real honest-to-goodness fresh movies.  It’s a way of supporting the industry that produces big time entertainment.  I’m not discounting the independent films that are scraped together with a meager budget and limited distribution (some are indeed great).  Sometimes I’m willing to gamble $10 and a few hours of my life on the chance of having an artistic epiphany.  But most of the time I spend my money and time on a “sure thing” – Hollywood’s guarantee of a fantastic entertainment experience – provided by leveraging proven elements and then re-mixing with some new elements (and pixie dust) to generate a brand new hit.  At least something about either the actors or directors or approach or plotlines will already be familiar to me.  I figure that’s the way it is for most people.

Do you ever wonder how a movie can be so creative but still be a project that comes in on time and on budget?  Sure, there are always some crazy movie projects out there that get green-lighted (usually run by James Cameron or, in his day, Francis Ford Coppola) but, by in large, the movie industry has learned that mass customization works.  I just went to see the feature film “Alice in Wonderland” largely due to the fact that the combination of Tim Burton and Johnny Depp doesn’t usually disappoint me.  I will probably go to the next Disney Pixar animation movie and I don’t even know the name of it yet.  What does it take to create a production franchise (and not just a series of formulaic sequels, which I hate)?  It is a result of experience and trust in the results one will get with talent and a process that works.

So, following this analogy, how can an IT organization get projects done on time and on budget, yet with a predictable level of quality and a successful outcome?  Well, we know that the adoption of ITIL-based processes can help, because they are proven -- they have been collaborated on, used, tested, and refined over time by countless IT organizations.  The ability to codify experience can help.  And how does service management software codify experience? HP believes it is through not only the documentation of ITIL-based best practices, but through the actual out-of-the-box implementation of ITIL-based best practices.  Mass customization in the ITIL world is not achieved using a clean sheet of paper with infinite flexibility to invent all your own mistakes.  It is achieved by building from a foundation of best practices infused into the guts of the HP Service Manager product itself – in the workflow, forms, and pre-configured data such as pre-defined roles, sample service level agreements, service level objectives, and key performance indicators that work time and time again, just like a good production franchise in the movie industry.


Does the implementation of best practices limit creativity or force an IT organization to bend to its prescriptions? I don’t think so.  Using ITIL best practices, every instance of HP Service Manager can be tailored to a unique set of customer requirements while still avoiding the excessive re-work that results whenever a fully customized configuration needs to be migrated or upgraded.  This is an approach that makes sense in the real world and a lesson that less mature vendors haven’t yet learned.  Even some of the more established names in service management software take their “best practices” only so far (by providing best practices documentation without providing support for the best practices in the inner workings of the actual product itself).  HP Service Manager is the only offering out there that holds true to the concept of a production franchise by actually implementing ITIL best practices out-of-the-box. Not by prescribing, but by guiding.  Just like the best Hollywood producers.

So the next time you select a movie to see based on your expectations, recognize that it is the mass customization by Hollywood that allows a creative story to be told to an appreciative audience.  Mainstream movies may not be everyone’s cup of tea, but, as a business approach, this method can’t be beat.  Now you know the “magic” behind the success of HP Service Manager as well. 

Taming (if not slaying) one of IT’s many Medusas

My third grade son and I have been exploring Greek mythology lately.  We’ve been reading about the Gods of Olympus.  This new found interest was triggered by my son having recently listened to the “Lighting Thief” on audio book - the first of the "Percy Jackson and the Olympians” series.   If you aren’t familiar with Medusa, she is monster in female form who has hair that is made of dozens of horrifying snakes.   The hair filled with snakes idea reminded me of a very thorny problem that IT deals with -  that of addressing compliance related issues.  The more I thought about this the more I realized that almost any problem I have ever come across in IT reminds me of Medusa but this area in particular stands out in my mind.  


In my last post I talked about the importance of use cases.  In this post I want to focus on a trend I’ve seen that often is the genesis of a Configuration Management System (CMS) initiative – that of addressing compliance related reporting.  Over the years I have dealt off and on with the compliance problem and it stands out in my mind because of the duality that permeates the issue.  Compliance has this quality of being everywhere and being nowhere at the same time.  Let me explain.  When you think about the roles in IT almost every group has some level of responsibility for supporting compliance and yet responsibility for what must be done is highly diffused across the organization.  This is true even if the organization has (and most now do have) a Chief Compliance Officer.  From a product standpoint every product seems to be able to highlight itself as a solution but no one offering by itself really gets you very far.


So having acknowledged upfront that no single product can be all things to all issues compliance;  I have been working in the CMS area long enough to see a recurring trend.  That of using Discovery and Dependency Mapping (DDM) as a way of helping to lighten the burden around compliance reporting in highly regulated industries like Financial Services, Health Care and Utilities.  In each of these cases, I know of at least one (sometimes more)  large and complex organizations,  with massive reporting requirements,  that are using DDM to meet requirements around the need to attest and verify that they have strong controls in place to prevent unauthorized changes to their mission critical infrastructures. For many organizations addressing these kinds of compliance requirements is a hugely time consuming and costly endeavor from the standpoint of IT hours invested.


I will start with a publicly available story, that of FICO.  Known to most in the US for their credit scoring service, FICO used DDM as key element in a solution which also included HP Service Manager.  FICO talks about their solution from the standpoint of incident, change and problem management but addressing compliance was certainly a big motivator for them as well.  Operating in the highly regulated financial services industry, audits are a way of life for FICO.  Matt Dixon, Director of IT Service Management at FICO, has said that with their solution they were able to go from taking in the neighborhood of a day to address audit requests to being able to do so in a matter of minutes.  Given that something like an audit a day is what FICO deals with, this is no small deal.


A health care company that I know provides another good example.  This company had built a compliance reporting database where they had integrated close to 100 data sources.  They had further built on their own reconciliation logic to support data normalization.   The development effort and the ongoing care and feeding associated this system was enormous.  The company launched an initiative to rationalize data sources, implement automated discovery and dependency mapping and replace this home grown reconciliation database and logic with a vendor supported solution (they chose HP). 


Turns out that in their data rationalization effort this company found that something like 80% of the data held in their source systems was redundant at some level across the organization.  This understanding helped them move forward and develop a program around retiring systems and moving to a data leverage model using a CMS style approach.  By the way I do not  feel that what this company found in terms of redundant data would be that much different if we ran the same exercise at most large companies I deal with.


Another large company I know involved in the highly regulated utility sector went through a very similar process.  Like FICO this company is pursuing a fairly broad agenda around Incident, Change, Configuration and Release management but addressing compliance related reporting requirements was their initial priority.  Like FICO this company has been able to substantially reduce the amount of time invested in compliance while radically shortening the time it takes to produce compliance related reporting.


So while discovery and dependency mapping is by no means a panacea when it comes to compliance issues, it can help an organization meet its commitments relative to compliance reporting.  At the heart of many compliance related requirements is the need to attest and prove that you have tight controls in place around how your infrastructure is managed.  Transparency and a continuous visibility to the configurations in your organization is fundamental to addressing this requirement and a CMS can be a key element that helps address this requirement. 



The “Early Majority” is marching on Washington D.C. for HP Software Universe

I’m the lucky track manager for the “Pragmatic ITSM” track at the HP Software Universe event in Washington D.C. in June 2010.  In reviewing the line-up of large, recognizable companies coming to speak for the ITSM track, it seems to be a microcosm of what I am noticing on a larger scale:  that HP Service Manager is “Crossing the Chasm”, a milestone in the Technology Adoption Lifecycle described by Geoffrey A. Moore in his well-known book of the same name.   

We appear to be moving from those “Early Adopters” who chose to upgrade to HP Service Manager in past years to the “Early Majority” who are now following suit.  Far from visionaries driven by a ‘dream’ of matching an emerging technology to a strategic opportunity, these pragmatists are driven by vendor leadership and stability, product quality and reliability, and a robust feature set enabled by an infrastructure of supporting products and system interfaces.  The speakers in this year’s line-up are talking not just about their actual migration experience, but going beyond that topic to discuss the value add that HP Service Manager is providing to their business. 

The following testimonials amply demonstrate that, while less mature point solution vendors tout limited help desk platforms requiring substantial customization to deliver value, the parade towards full-scale integration and automation of ITIL processes, with the ability to provide maximum out-of-box value to the business, has already left town.  Here’s a sampling of the must-see ITSM track line-up:   

·    Independence Blue Cross will show how the integrated HP business technology optimization (BTO) suite can deliver a holistic view of Services performance.  Such a view enables you to monitor and measure the performance of business and infrastructure services, and is required to institute continuous improvement, achieve cost reductions, and establish IT as a consumable service. This capability opened the door to service-level agreements between IT and the business, real-user activity data, and executive dash boarding. 

·    Core Media Technologies will demonstrate how it has brought order and efficiency to IT service delivery for 30+ global media communication services companies while staying agile to meet the needs of each of its customers. The secret was to make every process service-driven: the security model, the subscription, notification and change management processes and the reporting of results to management, to name a few.   

·    NBC Universal will show how portfolio-based demand-management practices helped their organization focus on priority projects, maintain the right mix of applications, and provide valuable services to the business. They will tell you how, by consolidating demand on one centralized platform, you can give IT and business leaders full visibility into IT portfolios, communicate and track the true cost of ownership, improve resource planning, and standardize processes to improve operational efficiency.   

·    Volkswagen Credit will share cutting edge ideas around the Service Catalog, Request Management, and end-user self-service, and describe how these helped them improve speed of service delivery and responsiveness to service requests, increase customer satisfaction, and reduce cost per end-user. 

·    Sprint and several other companies will describe the value of fully integrated ITIL process workflows supported by a cross-HP BTO software solution and will share best practices on integrating HP IT service management (ITSM) and business service management (BSM) software.  

·    Blue Cross Blue Shield (BCBS) of Tennessee will describe to you how they improved audit compliance and minimized risk by implementing an ITIL-based change management solution with tight integrations between HP Service Manager and HP Asset Manager. 

·    UnitedHealth Group will talk about their large-scale migration from HP Service Desk to HP Service Manager, including how their architecture allowed them to scale to such magnitude, key areas of customization, and how important integrations with HP Universal CMDB and HP Operations Manager increased the reach and automation potential of their ITSM solution.   

·    America First Credit Union (AFCU) will show how, by integrating HP Service Manager and HP Universal CMDB via Web services, they have developed a ‘360 degree view of IT’.   

·    A Fortune 500 company will be showcased as to how it decreased outages and managed change through a well-defined, automated release process, by synergistically integrating HP Service Manager, HP Release Control, and HP Server Automation.  

·    HPES (formerly EDS), the largest HP ServiceCenter customer in the world with a massive multi-tenant environment, shows how they have developed an efficient and effective, low risk, repeatable process for migrating each of their customers from a legacy system to HP Service Manager 7.11.  As an example, all data for one group of their 178 customers was migrated in 2.5 hours!  

·    Playtech will share how they minimized costs and risks in a hosted HP Service Manager implementation, with HP’s Software as a Service (SaaS) offering. You’ll hear how they enjoy reduced TCO and renewed IT focus on service delivery, and how they are able to re-deploy IT resources to activities and projects that provide greater value to the business, by leaving both the most tedious and the most challenging aspects of HP Service Manager support and maintenance to the experts at HP. 

Join us on June 15-18 in Washington D.C. for a state-of-the-art conference about outcomes that matter NOW—to your career, your organization and your business.  IT professionals who want to increase control, transparency and flexibility so that the IT organization delivers more value to the business should attend HP Software Universe. 

Register with the code INSIDER at and get $100 off the conference rate.  Keep up with updates on HP Software Universe by following our Twitter and Facebook feeds.



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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.
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