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The naughty and nice list for Software—what are the qualifications?

Santas list.PNGYou better watch out
You better not cry
You better not pout
I'm telling you why
Santa Claus is coming to town…


Santa is preparing his sleigh and getting ready for his big night. But when he looks at his list, what does he see when he looks at the list of software companies? Keep reading to see what I think qualifies companies for the “nice” or “naughty” list.

Tags: Software

Celebrate the season with Service Anywhere - the December update is now live!

trees.pngIt’s the most wonderful time of the year: time off work, quality time with the family, parties with friends and holiday celebrations across communities. The HP ITSM team is adding to the excitement with an update to HP Service Anywhere – hooray! The December 2014 update is now live. In this update are numerous enhancements to the service, and also a new guided tour has been incorporated into the free  trial instances.


This update is already running in both production and trial instances compliments of our agile continuous delivery process with our multi-tenant architecture. Exactly what you need for the holidays – a worry free update, zero downtime, and fast time to value.


Sit back, grab some egg nog, hot apple cider or your drink of choice and enjoy reading about the update. 


Dear Santa: I’ve been good. Please bring me a single catalog for my IT portal

Santa Letter 6.jpgYou have an array of vendors, providers, and services coming from every direction. These complexities have been building over time and you suspect there are even some in your organization that you don’t know about yet. You need a way to bring them together, into a single catalog, so your users have a one-stop shopping place for all the services they need. But you’ve looked into this process and it’s darn hard. There must be a better way that doesn’t take months to get done and brings a quick ROI.


Keep reading to find out how easy it is to deliver an array of services from many catalogs to a single catalog user experience.


Guest post by Sherry Ramm, ITSM Marketing Consultant

Improvements in the Outbound email solution of Service Manager

Network Service Management.PNGEmail is the backbone of corporate communications. It is also an efficient way for your service desk to quickly communicate with the user community regarding issues and problems.


Keep reading to find out how we have improved both the speed and security of Service Manager email communications to help you work smarter.


Guest post by HaoShuang Li, Service Manager CPE engineer

IT humor for the holidays. Laugh along with these IT jokes

IT jokes.PNGThe end of the year is upon us, and this is commonly a time of reflection. For our team, it also means taking time to laugh, and for us this means finding the humor in IT service requests. (Because if you can’t laugh at yourself life isn’t very fun!)


Keep reading to read these IT-related jokes and bring some humor to your day.

Tags: IT| IT Jokes

5 keys to a successful customer experience

customer satisfaction ITIL Service desk.jpgDo you have someone who is responsible for making sure your customers are happy? This person is the point of contact for customers to answer their questions and to make sure they are getting the most from their software investment.


Keep reading to find out why this role is so vital and what you can do to establish it within your enterprise. 


Guest post by Mazal Lev, Customer Success Manager, HP SaaS

How HP Service Manager Applications Version control improves DevOps capabilities

Applications Version control.PNGHP Software, as one of the most competitive IT management service providers on the market, delivers Service Manager Applications with a rich data structure and tons of data records available Out of the Box (OOB). The SM Applications layer also has an open architecture and offers incredible flexibility through the process of tailoring.

Keep reading to find out how tailoring allows customers to use utilities that customize Applications to provide rich capabilities serving the specific needs of their enterprise. And SM Applications version control can streamline and automate release processes.


Post by Ming-Yan Li , SM CPE engineer, HP Software

Expert panel: Build a one-stop, all-services marketplace for your users with newest innovations

Propel Video.pngJoin us and learn about the intricate details of HP Propel from the engineering and design team. In this video, you can learn more about the newest innovations in Propel and why it’s the right fit for the IT manager who is transforming into a true service broker.


Guest post by Sherry Ramm, ITSM Marketing Consultant

5 use cases where HP Propel Service Exchange thrives

HP Propel Service Exchange.PNGAre you struggling with helping your users best utilize use IT services? Today I am giving you a guide to help you use HP Propel Service Exchange with five common use cases.


Keep reading to see how Propel Service Exchange can help you in these common situations.


Guest post by Stephane Maes, CTO and Chief Architect, Cloud Product Unit, HP Software

What are your dreams? Do you have the Big Data tools to reach for the stars?

dream.PNGDo you have dreams for your organization? How high to they go?


Or, are you bound up in the struggles of day-to-day life that you haven’t had the opportunity to dream at all?


Keep reading to find out how you can use big data to empower you to dream---and make your dreams a reality.

Make custom developed software part of your standard service desk –with HP Service Manager

axel Himmelreich.jpgWhen dealing with software, it is challenging to have the standardization of a custom feature across multiple release cycles of a standard software product.

Mastering this challenge results in creating value for users and the business. It also helps to establish a standard and improve the acceptance to use the software across the company.

Keep reading to find out how you can make a custom development into standard software.


Guest post by Axel Himmelreich, Senior Consultant & Sales for IT Service Management and product expert for HP Software applications at SYSback AG

Open an early present: Introducing HP Propel Jumpstart and Propel 1.1!


When you look at your IT, do you see the flexibility to meet the demands of end users? If IT isn’t able to give users the services they want, they will look elsewhere to purchase them. This is especially true for users who are part of the millennial generation and have grown up using technology on a daily basis.


Keep reading to see how the new HP Propel Jumpstart and Propel 1.1 can give you the flexibility and capabilities to meet these demands.



Discover HP Service Manager 9.40 - the new evolution of the service desk

Meet the new Service Manager 9.40. This is the latest step of the on-premise service desk. I can hardly contain my excitement over this major evolution!


Keep reading to find out more about these user and reporting improvements.

Stop using yesterday’s solution for today’s problems! Big Data can power your service desk!

yellow fever.PNGWhen your child has a cough, you reach for the medicine cabinet and soothe their ills. But there was a time when a cough or a fever was a potential emergency situation.


Keep reading to see how far we have come in treating the common cold and how this applies to the service desk.


Image copyright

Collection of the University of Michigan Health System, Gift of Pfizer Inc.
U.S. Yellow Fever Commission

ABCs of the Ideal Service Experience: Upcoming Webcast Dec 10

ABCs of the ideal service experience.pngAre you looking to provide a better experience for your users? Now it is easier than ever with HP Propel Jumpstart!


Keep reading to find out how to attend an upcoming webinar where you can learn how to easily aggregate, bundle and create new services.


Guest post by Sherry Ramm, ITSM Marketing Consultant

Let’s have some more fun - share your experience live from HP Discover

Barcelona 2014.pngHP Discover starts on December 2. Are you already on your way to Barcelona? Or did you already arrive and enjoy some time off before the show begins? Here is an idea: why don’t you share comments about your experience in Barcelona. Let’s have some collaborative information and experience exchange via social media. Keep reading for some suggestions …

Avoid ID10Ts through self-sufficiency


ID10T, PEBCAK, Layer 8, PICNIC – if you’re in IT and on a service desk you’ve probably heard these terms iStock_000016579704Small.jpgor others used to refer to customer interactions that are “off the wall” or seem so simple, you can’t believe they called IT.


While there is light hearted joking about these types of requests, the reality is that these issues impact IT efficiency and contribute to customer dissatisfaction. 


 Keep reading to discover how incorporating self-sufficiency into your IT strategy creates  a win-win-win situation for IT, the IT customer and the overall business.

Three Ways Big Data is Changing ITSM Webinar this Thursday, November 20

hot-topic.jpgPlease join us this Thursday at 1pm ET / 10am PT for a webinar on how Big Data is changing the game for IT Service Management (ITSM). Mike Zuber and I will be presenting. If you’ve never heard Mike before, here is your entertaining chance.


Please register here.


For an overview of the event and a newsletter with a Gartner resource on the same ITSM Big Data topic, read on ...





Reinventing a digital enterprise in the age of the Mobile Mind Shift

mobile mindshift1.jpgThe role of the CIO is shifting, according to George Colony, CEO of Forrester Research. In a recent blog post, he discusses how businesses need to adjust how they operate during this “age of the customer”.


Keep reading to find out how these shifts affect the service desk and what organizations need to do to take advantage of these opportunities.


Guest post by Sherry Ramm, ITSM Marketing Consultant

The Best Practice Forum - Find out what your peers say about the latest trends in ITSM

barcelona2014.jpgThere is more at HP Discover than I told you about in my other blog post. There is specifically one more thing I would like to highlight, one more thing that makes your ITSM experience in the Gaudi city even greater.

On Tuesday, December 2 there will be an SPM Best Practice Forum with a focus on IT Service Management featuring a panel of HP ITSM customers. What is this panel all about? What is in there for you? Keep reading to figure out.

Are you driving your Business Technology agenda yet? Well, get ready…..

two_balls_Juggling.jpgAs if one corporate IT agenda is not enough, a second one is on the way (if you don’t have it already!). This thought is according to George Colony, CEO of leading analyst firm Forrester Research, in his recent blog post The CIO’s Second Agenda. In the post he discusses ‘Business Technology’ (BT) as an emerging top priority and an entirely new agenda of the CIO.


Keep reading to find out how you can get started planning for your business technology agenda.


Guest post by Sherry Ramm, ITSM Marketing Consultant

Case study video: Watch how to make your own Service Manager video simulations and user guides

EVRY Video.pngHow do you deliver up-to-date documentation and e-learning materials fast enough for users? Leading Norwegian IT services provider EVRY needed only an hour to make its first video simulations and user guides for a new deployment of HP Service Manager. Here’s a video case study of how it works to save time and money.

Improving catalog aggregation and request to fulfillment with HP Propel and Service Exchange

IT Service CatalogThe role of IT has changed over the past few years. Now departments need to be IT service brokers and provide their clients with a host of services from multiple sources.


The HP Propel IT service catalog offers the ability to rapidly aggregate the catalogs of multiple applications and then fulfill orders from the catalog—which have been entered through a common portal marketplace.


Keep reading to find out how Propel changes the face of being an IT service broker.


Guest post by Stephane Maes, CTO and Chief Architect, Cloud Product Unit, HP Software

11 ways to make your IT more representative for millennials, mobile and big data

 IT brand.pngWhen you look forward to the next decade, what role do you see your IT taking? There are some major social and demographic changes taking place, and IT needs to keep pace to continue to be relevant to the business.



Keep reading to find out how you can address these issues and improve the brand of your IT. 

Educational Evolution: Using HP Learning as a Service to help with your ITSM integration

Software education thinking.PNGRevolutionary software requires revolutionary training to use it. This is especially true in the new SaaS-software world. Traditional training does not meet the agile needs of this type of software. It is time for something new.



Keep reading to find out how education has been revolutionized to keep pace with the speed of SaaS.


Guest post by Joe Cannata, HP Software Senior Manager of Certification

Big Data analytics, sports and the business man: The revolution has begun!

football.PNGSports have changed dramatically in the past five years, and Big Data plays a big role in these changes. In 2010, the official fantasy football league began which led to the explosion of fantasy football nationwide—built upon the information available within Big Data.


Keep reading to find out other ways that sports have changed as a result of the amount of information available within the large amount of data collected.


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

HP Software Shining Star Award 2014 in Berlin! And the winners are …

BFF-Philipp-Jester_HP-ITSM-Customer-Forum-2014_Work-Space-9766..jpegThe first HP Software Shining Star Award at the costumer forum in Istanbul, Turkey in spring this year was a full success. The award was recently awarded again at the Customer Forum in Berlin, October 6-8. The Shining Star Award is about celebrating the success of HP customers and recognizing the significant achievements they have made using HP Software.


Read on and see who the winners are, and to learn about their achievements.

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

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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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