IT Service Management Blog
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HP Service Manager 9.34 – 5 reasons to take a closer look

HP Service Manager 9.34 has just been released. Learn what exciting new capabilities are in this version and how it benefits the majority of the current Service Manager customers without any large effort.

3 ways to get rich service tickets

No matter what kind of problem you face, the quality of information you have at hand impacts your ability to take the right steps to solve it. Here’s how Operations Orchestration automates service ticketing with critical information.

Introducing HP Propel on-premise: give your users a shortcut to information, decisions and actions

In the past, IT was told it needed to operate as a business. Well, the messaging has changed. With the advent of cloud, mobile and big data, end users fell into the temptation of using shadow IT to meet their desires. This is because they viewed traditional IT as too slow to meet their needs.


The world of IT has changed, and this time it is keeping pace with business desires. Keep reading to find out how HP Propel has changed the game and how the latest version is further revolutionizing IT. 





USS Enterprise ITSM -- Conquering your big data

star trek.jpgDo you have any idea what 23174611 is? (Did you already cheat and look it up?)


I have an interesting idea that this number has something to do with ITSM.  Keep reading to see how I link this magic number to upcoming hot news for ITSM Service Management.

How to bring chaos under control in the wild west of vendor sprawl—Part 2

WildWest2.jpgIt’s an exciting time in IT and specifically in IT Service Management.  While the technology trends may be causing headaches in your day-to-day life, these same trends, (when maneuvered wisely) provide a path for transformational changes faster and easier than ever before possible. This is the time to lasso expanding cloud sources to open new doors for IT service delivery.


Continue reading to find out why HP Propel is the top horse in your corral and how it can revolutionize your IT.


Guest Post by Sherry Ramm, ITSM Marketing Consultant

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.

Maximizing Service Desk value = Integration

iStock_000012804668Small.jpgWhen it comes to delivering overall value to IT and also to the business, integration of the service desk is key.


The more integrated the help desk is to the rest of IT operations management often has a close correlation to the impact of the overall service delivered and provided not just by the service desk organization, but IT overall.

3 more reasons to move to HP Service Manager - HP Service Manager 9.31 has been released

Service Catalog.pngHP Service Manager 9.31 has been released and will be available at the HP Software Support Online (SSO) portal soon. One of the broadest, deepest, and most cost‑effective solutions available to build service management capabilities comes with at least 3 more reasons for taking a deeper look at it, or for upgrading to it if you are already using HP Service Manager.

Service Broker - Cloudy or Bright?


What about both?


I was invited to speak on a BrightTALK Service Management in the Cloud Summit on October 17. There are a lot of different topics that can be covered under a Cloud banner, so I opted for “From IT Service Provider to Service Broker”.


You can register at




And, please read on for some insights from a recent CIO conversation on this topic.

Tags: Chuck Darst

Timely comments on the new Gartner ITSSM MQ



Tuesday morning, August 21 – since this time I have been asked multiple times (just about every day) to comment, explain, provide statements ... regarding the Gartner ITSSM (IT Service Support Management) Tools Magic Quadrant that released in the evening of August 20th.


With all this in mind, I thought that I would make a few comments for the world to see.


My colleague, Myles Suer, has written a couple of posts on COBIT 5 that are posted out on the HP Discover Performance blog - The most recent is on how COBIT 5 guides IT leaders to better manage future orientation in their organizations


With this in mind and a couple of recent posts on KPIs (First Call Resolution plus a survey that we’re currently running – that we would still appreciate your feedback on), I wanted to briefly discuss COBIT (Control Objective for Information and Related Technology - and ITSM related key performance indicators.

First Call Resolution (FCR) rate

Is FCR the most popular measure of service desk efficiency? Note - I did not say measure of effectiveness!


First call resolution (FCR) rate is arguably one of the most common key performance indicators (KPI) tracked in service desk environments. And, FCR is commonly highlighted in case studies as a top performance improvement area after a service desk process re-engineering or implementation project.


FCR is relatively easy to track and is tracked; consequently, desirable FCR percentages are also an important topic. But, peel the onion once or twice and the significance of FCR can become debatable.  In the following post, I’ll explore these areas further and relay some best practices that are reasonable to me.



New whitepaper on ITSM in the Cloud from OVUM

OVUM just released a new whitepaper, Cloud Service Management, moving ITSM beyond the corporate datacenter. It can be downloaded form any of the HP IT Service Management related web pages including


And on a related topic, we just had an on demand event, ITSM (IT Service Manager) in the Cloud go live. It is ready for viewing at

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 ...

Self-service + Automation - Increase the number of IT end users your service desk can support

According to industry benchmarks a typically supported user to help desk agent ratio is in the range of 100:1 to 200:1. Why don't you dramatically increase the number of IT end users supported by your tier one help desk? What if I tell you that you can do this?


You can ...

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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 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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