IT Service Management Blog
Follow information regarding IT Service Management via this blog.

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!

HP Software Optimizes its Server Assets through a Consolidation and Virtualization Initiative

HP Asset Manager enables HP division to reduce servers by 30 percent and operating costs by more than 20 percent.


HP began a major technology infrastructure consolidation project to reduce its worldwide data centers from 85 to six.


About this same time, HP also began implementing  strategic growth plans  for its sofware business. It began to acquire software companies, spurring fast-paced business and process integration. HP more than tripled the number of employees wihin HP software while greatly enriching the solution portfolio Hp offers its customers. This rapid growth also enabled HP to vault into a leadership position in end-to-end enterprise business technology management: the company is now the thrid largest enterprise application software company in the United States and sixth in the world. Acquiring new subsidaries -over a half dozen software companies altogehter-also added to the complexity of HP's technology infrastructure.


Each new acquisition became its own island of computing. Each new software development lab came to HP with its own servers and technology management processes. Each new software development lab came to HP with its own servers and technology management processes.


And while the environment needs to be heterogeneous—HP software must run on all commercially available servers.  HP software developers must have a variety of systems available for testing HP applications—it is important to standardize as much as possible, to improve manageability and keep costs down.


“As HP’s software business became significant to HP as a whole, both strategically and from a revenue perspective, we knew we would have to achieve high standards for operational productivity,” notes Larry Wong, Director of Engineering, and HP Software Solutions.


Wong, who leads a team to consolidate HP software’s R&D labs, cites a number of areas the company targeted for improvement—areas familiar to most technology companies. . The time to provision new servers was taking too long is one example. Many older servers were kept in service beyond their life cycle and often unnecessarily. There was no way to understand, at an enterprise level, the status of servers, such as which systems had reached end-of-life or were fully depreciated.


To address these issues, HP needed to understand what systems were deployed in its software labs, Wong notes. So his team turned to HP Asset Manager Software, an application that allows companies to collect technology asset information into a centralized database. Could mention- starting stages of implementing DDMI.


Push button asset reporting


To implement the software, Wong leveraged another HP resource: the HP Software Professional Services organization. “HP Professional Services provides the expertise to set up HP Asset Manager quickly,” Wong notes. “Their technicians know what questions to ask. They helped us get us up to speed quickly.” Reporting was really the heart and soul of what HP Labs needed to have a successful implementation. They were desperate for good metrics that provided visibility into the changes within their infrastructure. HP Professional Services helped Wong’s team appreciate the powerful reporting capabilities of HP Asset Manager.“Before HP Professional Services consulted with us, we didn’t realize how powerful the reporting capabilities are,” Wong says. “We learned how to set up Asset Manager to support ‘push button’ reporting, replacing the manual reporting processes we relied on before.”


Another way HP Professional Services helped was by integrating HP Asset Manager with other applications deployed in the software lab infrastructure. The team used HP Connect-It software to link HP Asset Manager to a homegrown server reservation system already in use within HP software.. As a result, when users place requests for servers, the requests and request status are logged by HP Asset Manager. This enables a more comprehensive understanding of user needsand lets HP identify opportunities for users to move or share server resources which is critical to maximizing server capacity and usage.


Inventories take minutes, not weeks


Once deployed, HP Asset Manager benefits were immediately apparent. “The last time we inventoried our servers, each of our labs had to assign people to do the work manually,” Wong says, noting that there were about 40,000 servers in use within the software labs at the time. “It took each lab about a month to complete the count.”


Today, inventorying the systems is completely automated. Inventories are updated continually, so the data is always current.  Performing the inventories doesn’t require labs to pull staff from other, more important tasks allowing them to focus on developing software.


HP is enhancing Asset Manager’s capabilities even more, Wong adds, by putting RFID (Radio Frequency Identification) tags on its servers. When servers are physically moved, data about the move will be captured by HP Asset Manager. “We’ll know where our servers are as soon as they’re moved from one room to another,” Wong says.


HP Asset Manager also gave Wong the necessary tools for the lab server consolidation project. He could quickly determine how many servers were deployed in each software lab and how much square footage each site was dedicating to its servers. This formed a basis for planning the consolidation effort. “We had the data we needed to decide which sites we wanted to target, in which order.”


Since beginning the consolidation effort, Wong continues, HP reduced the number of servers in its software labs by around 30 percent, with a comparable reduction in the square footage required to house its servers.


Reducing the number of servers also made the infrastructure less costly to operate. “We’ve reduced our operating expenses by 14 percent,” Wong says. and we have done this by automating the entire end –to-end lifecycle asset tracking process.  The goal is for continued process improvement and cost savings. HP software is even beginning to implement HP’s Discovery and Dependency Mapping for Inventory (DDMI) tool for better physical and virtual asset discovery.


 


Foundation for virtualization


Because HP Software collects comprehensive data about the servers deployed in its labs, it is also positioned to better manage those servers. “Once you know what you own, you can make judgments about why you own it and how you are using it,” Wong says. “You can look at the age of your hardware, for example, and determine whether you have an aging infrastructure.” This can help managers make better budget projections as they plan upcoming projects and infrastructure upgrades. “Each business unit within HP reviews their equipment quarterly and plans what they need to purchase in the upcoming quarter,” Wong says. “Today, our software lab managers can pull reports from Asset Manager. They quickly tell whether they need new servers for planned projects.”


HP is also now better positioned to negotiate pricing on servers it purchases from third parties. “We can consolidate purchasing of third party systems across the entire software business,” Wong notes.


Managers can also determine whether there might be servers in other shared labs. This becomes even more significant as HP embarks on the next step in its software lab consolidation: virtualization. “As we consolidate and upgrade our server infrastructure, the mix of systems will include a higher percentage of HP BladeSystem server blades,” Wong says. “We’ll be vitalizing portions of our environment to support faster provisioning and improve our ability to share server resources both within labs and across the enterprise.”


Once virtualization is complete, for instance, new servers can be provisioned within a few hours, instead of taking days or weeks. “Users can go to our reservation system and request a server, and it will be dynamically allocated,” Wong says.


And software labs will be able to share servers more fluidly. Server resources underutilized by one lab can be offered virtually to others.


Having a more comprehensive view of its assets will also enable HP to more effectively identify servers no longer needed, Wong adds. “It gives us a higher level of control. We can make better decisions about when to depreciate equipment, when to scrap it, and when to re-use it.


“We’re on a journey toward making our infrastructure more efficient, productive, and cost-effective,” Wong says. “HP Asset Manager has proven an invaluable tool in that journey.”




Business outcomes:


·         Supported 30 percent reduction of HP software lab servers


·         Server reduction has reduced lab operating expenses by 14 percent


·         Clear understanding of what servers are deployed, and where


·         Improved ability to plan, budget


 



 

Search
Showing results for 
Search instead for 
Do you mean 
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.
HP Blog

HP Software Solutions Blog

Featured


Follow Us
Labels
The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.