IT Service Management Blog
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Are you flexible enough to offer services from the cloud and on-premise?

bend over backwards.jpgHow flexible are you? As an IT Service Provider, flexibility is vital to meet the needs and requests of your customers. They want the flexibility of SaaS with the security of an on-premise solution.


Keep reading to find out how you can achieve these requirements and increase your flexibility.


Guest post by Mark Laird

IMSL Group Technical Architect and Lead Green Agent


HP Propel proving to be the backbone enabler for the IT Service Broker – See the new release!

ITIL Service Catalog.jpgThe ability to become an IT Service Broker has just gotten easier. With HP Propel’s release last year the quest is easier and now organizations can become a one-stop-shop, and provide a single-user experience with a single portal and catalog.


Keep reading to find out how the process has been improved with the newest version of HP Propel.


Guest Post by Sherry Ramm, ITSM Marketing Consultant

HP Propel is the first IT Service Broker solution adopting IT4IT Open Standard

IT4IT_logo.jpgThe ability to become an IT Service Broker has just gotten easier. With HP Propel’s release last year the quest is easier and now organizations can become a one-stop-shop, and provide a single-user experience with a single portal and catalog.


Keep reading to find out how the process has been improved with the newest version of HP Propel.


Guest Post by Sherry Ramm,  ITSM Marketing Consultant

Using IT Service Management – as simple as using a search engine

Materna Blog.pngIT organizations are using cloud services more and more. This is a concern for their IT service management systems. Further, it is a key requirement for cloud-based IT service management solutions to leverage an IT organization’s employee community and their collective core competencies and knowledge, and connect this knowledge within the service desk.


Today’s IT organizations need so-called social self services integrated with core ITSM processes. Keep reading to find out how you can easily connect your employee community and this knowledge base. 


Guest post by Kai-Uwe Winter

Business Division IT Management

Materna GmbH

3 days in the Gaudi city and a great ITSM experience for you

barcelona2014.jpgIt is time of the year again … when the leaves are starting to fall, and Thanksgiving is coming fast, then it is time to pack your bags for Barcelona and HP Discover 2014! The event runs Dec 2-4, but it is not too early to plan how you are going to spend the week!

The session catalog and session scheduler are online and enable you to register for the sessions of your choice.


Are you looking for the latest in IT Service Management or do you already know what you can expect in terms of ITSM? Keep reading to find out what you can choose to attend this year.

How to measure the success of your next ITSM project

return on investment IT service management.jpgIs my ITSM integration successful? I find that I get this question frequently. Unfortunately answering this question is not easy because measuring ITSM Return on Investment is not an exact science. But I have come up with a solution that comes close.


Keep reading to find out how you can perform an effective financial analysis to show the benefits of ITSM within your organization.




Guest post by

John Brookes

Software Sales Specialist for

HP IT Service Management, IT Operations and IT Automation Suites 

Logicalis UK Ltd

How to find a problem by asking the right question: HP Service Manager Smart Analytics

hitchhiker images.jpgSometimes it doesn’t matter how super-intelligent your computer is if you are not asking the right question.  That’s the case HP Service Manager designers faced when adopting HP Autonomy IDOL functionality to the task of speeding the identification of problems indicated by a theme of incidents within HP Service Manager.  And there’s an analogy to be drawn here with a beloved science fiction novel.  Follow our logic, traveler.

Change is the New Black: Business, Technology and Careers - Highlights from Gartner Symposium

Gartner Symposium.PNGThis week at the Gartner Symposium in Orlando, Florida has been exciting and thought-provoking. HP is prominent as a top-level Global sponsor with five speaking sessions on the agenda and technology showcases packed with inspired IT professionals buzzing with new goals and initiatives.


Keep reading to find out what the hot topics at the event are and how you can continue to stay in touch with the event.


Guest post by Sherry Ramm, ITSM Marketing Consultant

Changing the ITSM game at FUSION14



We’re getting jazzed for a great FUSION14 event in Washington DC, Oct 19-22. Getting more value from all your service desk data will be on display at the HP booth 213 in our HP Service Anywhere and Service Manager demos. And, we’ll demonstrate that realizing this is easy. We will also show how you can take your service delivery and end user experience to the next level with HP Propel.

Big Data on the Service Desk – Does size matter?

city1.jpgWhen I talk with people about the benefits of the Big Data service desk, they inevitably ask the question “How big do I need to be to see the big benefits of Big Data?”.


Keep reading to find out what size is the right size to see these benefits.

Don’t lose your way! Get your map to rethinking IT service delivery!

IT Service Delivery map 1.PNGWouldn’t it be nice if you had an easy-to-understand guide to becoming an IT Service Broker? This map could show you how to get on the path to consumer-inspired IT Service Delivery.


Keep reading to get a download of this map so you can begin your journey.


Guest Post by Sherry Ramm, ITSM Marketing Consultant

‘Hands-free IT’: Big Data-driven Automation in new HP Service Manager 9.34 Smart Analytics

big-data-analytics2-1024x706.jpgHP Service Manager 9.34 Smart Analytics makes your service desk intelligent and 'hands-free',    

(courtesy of Big Data-driven automation).


The intelligent service desk gains insights from big data, providing a better user experience, faster incident closure and smarter problem isolation.

The results: Superior user satisfaction, improved service desk efficiency and increased service quality.

Data in the Cloud – Designing without limits for ITSM

ITSM in the cloud.PNGOne of the first choices you make when designing the data layer of an application is choosing the database technology. In recent years this choice has become harder and harder.


In this blog post I am taking a closer look at the most common choices IT teams have to make, and how this decision has changed with the move to the Cloud.


Guest post by Jony Vesterman Cohen, Engineering, Service Anywhere

Get enriched quick: How to boost your CMDB with enrichment rules

Eli Eyal.jpgDeploying a CMDB as a “single point of truth” for our IT environment has been an incredibly worthwhile endeavour for my company’s operations. But sometimes the information your CMDB gathers through auto-discovery and CMSs is still not enough. Here’s how we use enrichment abilities to add logic components to our CMDB.


Guest post from Eli Eyal, OSS Team Leader at Playtech

How government CIOs are dealing with Shadow IT in the U.S.

CIO HUD2.pngAre you dealing with Shadow IT? Are you curious about what others are doing to adjust for it?


This is your opportunity to hear straight from government agencies to understand their view on Shadow IT and how they handle the challenges associated with it.


Guest Post by Sherry Ramm, ITSM Marketing Consultant

Survey Says… Shopping spree for cloud services – Are You Ready??

HPBlog_shopping2.jpgA recent CIO tech poll shows that nearly 90 percent of IT executives say that their tech spending will increase or hold steady this next year.


They are planning for budget increases in the area of Outsourced IT and “edge” technologies. Keep reading to find out what this means for IT in this next year.


Guest Post by Sherry  Ramm, ITSM Marketing Consultant

Feed your CMDB: How to easily collect detailed information from existing systems

Eli Eyal.jpgFeeding your CMDB with accurate, up-to-date information is important if it is to be a “single point of truth” for your IT environment. Here’s how you can gather detailed data from existing configuration systems.


Guest post by Eli Eyal, OSS Team Leader at Playtech

4 ITSM webinars you won’t want to miss


September is going to be an exciting month for the ITSM team. We have four webinars this month that introduce the latest in the ITIL service desk and IT service catalog. These webinars focus on the latest from HP Service Anywhere and HP Propel—and I promise you will not want to miss them.

Do you need a Cloud Service Broker to address the devil in the details?

Devil in detail mag glass.jpgThere’s a lot of talk lately about the emerging role of the Cloud Services Broker [CSB]. Companies are employing this function, whether internally or externally, to help manage their ever-expanding cloud services.


Continue reading to find out how your organization can benefit from having a Cloud Services Broker and what role it plays with the IT services catalog.


Guest post by Sherry Ramm, ITSM marketing consultant


Keep clumsy fingers out of your CMDB: How to use auto-discovery

UCMDB.PNGA CMDB promises many advantages, but some IT shops struggle to ensure it contains accurate information. Here are a few lessons I’ve learned about working with auto-discovery to set up CMDB for success.


Guest post by Eli Eyal, OSS Team Leader at Playtech

Did you just buy a “Beta Max” Service Desk when you should have bought a “streaming” Service Desk?

beta max.jpgTechnology is constantly changing. When it comes to home entertainment, it began with reel movies, then beta max, VHS, DVD, Blu ray and now streaming movies. Traditional service desks use technology and methodology that was developed during the “beta max and VHS” era, and that just won’t cut it today (and into the future).


Keep reading to find out what the five most common roadblocks are in the traditional service desk and how you can overcome them today.


Guest post by Mike Zuber, VP of Go-to Market Sales, HP Software

Riding the wave of Continuous Delivery - Announcing the August 2014 update to HP Service Anywhere

surfer.jpgSummer is winding down here in North America, but it’s an endless summer for HP Service Anywhere. The new August update is now available, and it’s scorching hot!


I imagine right now you are thinking “Didn’t we have an update in June? And yes we did but HP’s continuous delivery process coupled with our modern SaaS architecture gives us the ability to deliver added value to our ITSM users - quickly and seamlessly.


So break out your sunglasses and be careful not to slip on any melting snow while you’re busy learning more about this update.

The key to successful service multi-sourcing for ITSM lies in Margaritaville

Margaritaville8.jpgThe Florida Keys consist of 1,700 disparate islands. This separation is similar to what is often found in IT departments and the enterprise it supports – different islands of independent services.


Keep reading to find out why it is vital to connect the islands and how you can help change the attitude between these departments to one of cooperation.


Guest post by Sherry Ramm, ITSM marketing consultant

How many people are ahead of me in line? ITSM and renting a car

wiating in line.jpgI recently returned from a family vacation, which was going along very smoothly until we got to the car rental station. It came to a screeching halt when I tried to get a set of wheels! There were over 30 people ahead of me and I was looking at waiting for almost an hour.


Keep reading to find out how my experience renting a car relates to the service desk.


Guest post by Richard Foden, EMEA Product Marketing Director, HP

Consumerize the IT experience: Keep users coming back – Industry webcast

ShoppingCart.jpgThe “Age of the Consumer” is here and is affecting IT in a big way. Enterprise users are becoming more demanding. They want more relevant products and services delivered with faster speed. With the advent of cloud, SaaS and Internet shopping, users have come to want and expect an ‘Amazon-like’ experience when they buy.


Keep reading to find out how to attend an upcoming webinar to learn how to provide them with the experience they want.


Guest post by Sherry Ramm, ITSM Marketing Consultant

Let’s talk SMAC. Do you have the right strategy to tame the beast?

HP blog SMAC.jpgDo you have SMAC services within your enterprise (social, mobile, analytics and cloud)? Do you feel that you have control of these services or do they have control over you?


Keep reading to find out what one author recently suggested to tame the SMAC beast.


Guest post by Sherry Ramm, ITSM Marketing Consultant

Become an instant hero at the next HP IT Service Management Customer Forum

iStock_000028184074Small.jpgI can’t believe that it is the tenth time that customers, partners and HP come together to share the latest and greatest at the HP Software EMEA Customer Forum.


This time the event takes place in Berlin, October 6-8, 2014 with a focus on IT Service Management (ITSM). Keep reading to figure out what you can expect from the event this time and how you can become an instant hero.

Can game changing ITSM technology really shake up a 20-year-old market?

skydiving.jpgThere is a thrill that I find with innovating. It reminds me of when I went skydiving!

I was scared to jump out of the plane—this is like the fear of innovating 20-year-old technology.

Then I felt exhilarated as I soared through the air—similar to the feeling of releasing the innovation.

Finally I pulled the cord and glided gently to the ground—this is similar to when clients approve of the product and you know you have forever changed the market.


Keep reading to find out how we took the leap and decided to innovate the ITSM market.


Guest post by Mike Zuber, VP of Go-to Market Sales, HP Software

Provocative, suspenseful, thought-provoking – 3 industry must reads!

reccomended reads.pngDon’t you love great book recommendations from great people? Well, that’s what you get in this blog post.


Keep reading to find out what books Paul Muller, VP of Strategic Marketing, HP SoftwareChris Dancy “the most connected human on earth” and Roy Ritthaler VP Marketing of IT Operations at HP Software think you need to add to your “must read” list.


Guest Post by Sherry Ramm, ITSM Marketing Consultant

Tags: devops| IT| Operations

X-ray your datacenter : How CMDB improves monitoring and more

Eli Eyal.jpgAre you seeing the big picture when it comes to using a CMDB? In this guest post, Eli Eyal, OSS Team Leader at Playtech, explains how CMDB and auto-discovery play central roles in monitoring his company’s large IT environment, and how it supports dependency mapping and change management.


Guest post by Eli Eyal, Operational Support Services Manager at Playtech

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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.
  • Olivier is Product Line Manager for the HP Configuration Management System (CMS) which is comprised of UCMDB, UCMDB Configuration Manager, the UCMDB Browser, and Universal Discovery.
  • 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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