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What's Hot in the ITSM Industry

death valley.jpg

Wrapping up Pink14


We had a great time at Pink14 earlier this week. I always enjoy getting to talk to a variety of people across the industry and get their take on what’s hot in the ITSM/ITIL industry.






                               Speaking of Hot,

                               Death Valley, CA

                               Just a few hours

                               drive from the lovely

                               Bellagio and Pink14

                               hit 129F last summer


Labels: ITIL| ITSM| SaaS

Maturity and Transforming Service Management

agile.jpgFor many years now, IT departments have dealt with a double whammy. They face escalating demand for services in the face of steadily shrinking budgets. At the same time they are increasingly pressured to demonstrate their relevance to the lines of business, to align technical capabilities with new delivery models and move beyond basic firefighting and request handling.


If IT organizations cannot find a way to improve their strategic value in today’s new era of decentralized IT, they risk losing relevance.


Keep reading to find out how IT can maintain relevance and continue maturing.

What’s New in HP Service Manager (SM) 9.32: Process Designer Help Desk and Codeless Configuration

HP SM 9.3.pngOne of the most important evolutions in HP Service Manager (since 9.30) has been our steady progress toward a codeless system. We've taken another large step toward this goal with our recent release of HP Service Manager 9.32 and Process Designer for Help Desk. You now have the ability to use  codeless configuration  for the three help desk processes in HP Service Manager: Service Desk, Incident Management and Problem Management. 


Keep reading to find out why we are so excited about codeless configuration and what it means for you!



ITSM, lifecycles and value chains

hp power to change.jpgDuring the upcoming HP Power to Change virtual event, Stuart Rance and I will have a specific discussion on service management lifecycles with a focus on four value chains (or lifecycle solutions). 




A key part of this discussion is the relationship between the service desk and other parts of the IT operations management ecosystem. Read on to learn more. More importantly, please join us for the session itself.   

Labels: ITIL| ITSM| Value Chains

How many suppliers does your IT organization use?

multi-suppliers.jpgOne of the overall themes of the New Style of IT is the explosion of suppliers of IT services. Historically this could be as basic as internet connectivity and voice services complemented by some amount of outsourcing. Now SaaS choices, let alone public cloud alternatives, are expanding daily. What does this mean to the IT Service Desk organization?

3 Keys to Improving your Change and Configuration Management Webinar

Change and configuration continues to be challenging for many organizations. The risk of self-inflicted service outages is ever present and captures the attention of the ever watchful IT auditors.


Brighttalk 12June.jpg

Brian Miller and I will present some reasonable suggestions for improving you change and configuration management processes Wednesday, June 12 at 8am Eastern. Replays are typically available almost immediately afterwards.


To register or attend, simply visit

ITSM and ITIL Effective Change Management is still illusive

chuck.jpgChange Management is one of the most commonly implemented IT service management processes, but effective change management still appears illusive for many organizations.

Years ago, you could find  reports of 70% to 80% in papers or presentations of self-inflicted incidents being due to change unintended consequences.  I haven’t seen the mention of numbers this high for awhile, which could indicate that things are getting better. But, there still appears to be lots of opportunity for improvement.


Please read on to uncover more!



ITSM questions that keep me up at night

SRM Photograph.jpgIs an incident the same as a service request? What is the function of a service portal? And why do I need a change management and a request fulfillment process? Can I connect my change management process with the service portal? How do I implement a service portal and request fulfillment? Discussions like the above have finally led me to write this blog post … (and have caused me many sleepless nights).

What agility can add to your IT organization

PDCA.pngWhat is driving cloud adoption in 2013? The latest trends like mobility and Bring Your Own Device (BYOD) and increasing demand for instant service consumption are rapidly driving cloud adoption. But this new world isn’t easy for everyone. I see a lot of IT organizations that are struggling to thrive with this new pace for delivering and supporting services.


The solution - today’s IT organizations have to become more agile.

Best of ITSM from last week’s HP Discover

IMG_5048.JPGLast week was very lively in Frankfurt at HP Discover; I am  still catching up on my sleep five days later.


There was a lot of interest in Service Anywhere and some common ITSM topics/questions that I’ll discuss in the following blog post

Future of ITIL and its role in emerging trends like Agile and DevOps

I recently posed a question to Stuart Rance about his views on the future of ITIL, and he effectively replied "did you read my article on".


Please read on to see the connections to Agile and DevOps

Labels: Agile| DevOps| ITIL

Benefiting from ITIL best practices


HP Service Manager 9.3 just passed the PinkVERIFY 3.1 assessment for 10 ITIL V3 processes and as such, the tool has been officially certified as ITIL compatible by Pink Elephant. HP Operations Manager I 9.2 was also assessed and confirmed in the ITIL V3 process for Event Management.


What does this mean to you?

United Airlines & HP Executive Scorecard - Silvia Prickel, Managing Director IT Business Office, United Airlines shows how the HP Software Executive Scorecard enabled her to meet IT challenges & align to the business.

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 ...

New Change Management Process "Skills"

In honor of Jody's recent ITSM parenting post featuring a picture from one of my favorite movies, the Service Manager team will some be releasing a new set of change management best practices via HP Live Network.


These will be based on the new HP Service Manager "Process Designer". To provide an overview of these new capabilities, we're having a webinar on October 27 at 9am Pacific / 12pm Eastern titled "Take change management to the next level".


Continue on to read more ...

Check out the HP EcoPOD @ HP Discover HP Discover EcoPOD Tour - The world's most efficient data center utilizing HP's Adaptive Cooling Technology, for Enterprise Data Centers, Supercomputers, or Hyper-scale Data Centers. At about the 1 min 50 seconds -- I could see the potential for HP Executive Scorecard showing the efficiency via KPI's and key "Going Green" metrics.




ITIL in the age of the cloud - white paper available now!

In one of my other blog posts When worlds collide - the Cloud and ITIL, I pointed to some controversial discussions related to ITIL and the cloud in other blogs, and I also shared my thoughts on why ITIL is more important in the cloud than ever before. This new business white paper ...

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 ...

UCMDB and Service Manager Comnmunities Unite!

I had the privilege of meeting wtih almost forty customers face to face last week, during a series of Vivit user group meetings in Houston, Dallas, and Minneapolis.  It was fulfilling to me to listen to the customers and participate in the discussions.  I learned a lot, and I tried to pass on some helpful information.  Everybody brought it.  It was kind of like opening up a fresh can of the Practitioner's Forum. 

When worlds collide - the Cloud and ITIL

A dream came true ... it has never been easier for IT to create and provide IT services. Cloud computing and hybrid delivery models enable IT to act like a real service provider and service broker. Users benefit from speed, agility and high service quality, from automated deployment and self-service capabilities - it seems like the age of going through lengthy change procedures reaches its end. Really?

Hear how FICO inspires IT value with HP Service Manager!

Hear how, with HP Service Manager, enterprise IT organizations have inspired their service desk to greater heights and earned a “seat at the table.” Learn how you can truly align to the business by improving service quality, the customer experience, team productivity and more--all while reducing costs and risks.

Improve IT visibility - say goodbye to change failures

New white paper explores various business critical IT functions that require detailed, up-to-date resource and dependency maps to be performed successfully, describes the HP approach to automated discovery and dependency mapping, presents an overview of the complete IT change management solution, describes the HP Discovery and Dependency Mapping software ( DDMA ) , and explains how its features and functionality can improve visibility into the data center and contribute to the success of key IT/ business initiatives.

CMS Practitioner's Forum Passes Milestone 200th Session

The what? The who? You mean you've never heard of the UCMDB/DDM/CMS Practitioner's Forum? It's the best kept secret among CMDB practitioners. It's a round table. It's a knowledge-sharing, networking, idea-generating forum. It's a fast track to solving your problems, sometimes. We just did 200 of them. We may be doing something right.

What Should Be a CI?

Life is tough. Deciding how to populate your CMS is tougher. As semantic and political battles rage among vendors, analysts, and the media, customers and practitioners are caught in the middle. Here is a bomb shelter that is small enough to carry on you but strong enough to protect you from the red glare buzzing overhead. It's constructed of high-fiber perspective.

CI = Asset?

In my presentation on the CMS value chain at Software Universe I tried to demystify some of the confusion around the CMS, and the CMDB in the CMS (yes you still need one in ITIL V3) . For example, how does the CMS relate to an "Asset"? As it turns out, there are multiple definitions and positioning. It's sometimes unpleasant.
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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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