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

Executive Scorecard - Cloud Management Analytics


Executive Scorecard - Cloud Management Analytics

As part of the move to the hybrid cloud model, organizations face challenges in getting the needed level of transparency in order to evaluate and optimize their cloud usage and ROI.





Executive Scorecard has recently added a component called Cloud Delivery Optimization which helps organizations to get that needed transparency while optimizing cloud technology utilization.


Aligning IT With the Business Starts & Ends with a Financial View of IT



Disruptive new technologies such as mobility and the cloud fundamentally change how IT is measured and managed.


innovation2.jpgIn the past, IT organizations could simply cross-charge their costs and report on service-level agreements (SLAs). Today, business customers can go to Amazon, Azure or other providers’ web pages and see prices for servers, storage, databases and more as well as seeing performance metrics for those services.

This means that, for the first time, IT needs to have public cloud-comparable costs for service options and transparent performance information. By doing this, IT can generate a cost-effective strategy that improves operating efficiency while embracing the cloud, whether public or private or a hybrid.

Helping IT get out of the way with reusable solution and fulfillment plans


 How much time does your service desk spend processing the same support ticket? This is the support ticket where the answer is well documented but a large group of people are encountering this problem. But every ticket needs to be opened and manually reviewed. Or does it?


Read on to find out how automation can help solve this problem and help your service desk staff use their time more productively.


United Airlines - HP IT Executive Scorecard video


UA IT Executive scorecard video.pngUnited Airlines, one of the largest airlines in the world, discusses how HP IT Executive Scorecard improves their operational efficiency and helps them ensure their customers arrive on time and safely to their destinations.




Labels: HP| ITBM| ITFM| KPI| Metrics| UAL| XS

KPIs and Trending Analysis: How To Visualize Service Management with HP Executive Scorecard



You already know that HP Service Manager offers operational reporting capabilities out-of-the-box to track important data within your ITSM environment. In the area of change management, you can look at changes closed that meet an SLA target, changes scheduled for the week, open and closed changes, as well as emergency, rejected and successful changes. In summary, we offer a clear, comprehensive view of your change management metrics. In the area of incident management, HP Service Manager users can search all incident records using any combination of search conditions with the results presented as a table or a chart.   The same goes for service desk / interaction management and other ITIL processes.

KPI approach to Service Management Strategy with HP Executive Scorecard

How can you improve the performance of your organization if you can’t understand your key performance indicators? Without clearly seeing this information, executives can’t make strategic decisions—and everything will suffer.




Learn how to gain clarity into your service lifecycle with HP IT Executive Scorecard.  Keep reading to find out how with the right information at the right time you can make accurate decisions.


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.

Executive Scorecard goes beyond cross-portfolio reporting to provide real-time management of IT






See how the HP IT Executive Scorecard goes beyond cross-portfolio reporting to provide real-time management of IT with a business perspective using included KPIs and objectives.




Executive Scorecard

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.




Day in a life of a PMO office via Executive Scorecard

HP Project and Portfolio Management (PPM) Center processes, accelerating time to value, and achieving widespread adoption via HP Executive Scorecard.




As companies coordinate the use of "best practices" project management to implement and communicate organizational strategies and achieve business objectives, look to HP Executive Scorecard to capture the important KPI's and communicate the value across the business.

HP Executive Scorecard turn data into actionable information

See a demo of HP's Executive Score Card (XS) which gathers key performance indicators (KPI's) and other metrics from across your IT Portfolio solutions and presents them in executive friendly Scorecard & Dashboards.

Is Your CMS "On Fire"?

How does one measure the "Quality" of something?  What does CMS "Quality" mean?   "High-Quality" is thrown around without much substantiation, especially in the world of software.


My friend Dennis says  that for a CMS to work it must be actionable.  Of course we all agree.  But how many of us are measuring (or trying) the actionability of the CMS?  What are the metrics for measuring "actionability" and any other metrics which are important to its other and lower functions?  How is it possible to measure fuzzy, subjective, inexact things like  "data quality"?  At what point does measuring the CMS become ROI analysis?  I'm full of questions today.


Let's start pedantically for fun:


On Fire: adj. 1. Positive connotation: A continual period of producing exceptional work.  On a winning or lucky streak.  "Three goals in one game, he's on fire!".  The good kind of on fire.


2. Negative connotation: Exceptionally behind schedule or fraught with so many problems as to seriously hinder, halt, or even reverse forward progress.  "Our waiter is so in the weeds he's on fire."  Aka "mega-backlogged" or "dead in the water".      The bad kind of on fire.


3. Aflame, as in, seriously hot, or producing a glow or light.   Can apply to either prior definitions.


Fighting Fires:  Helping someone who is on fire in the bad way.  Commonly for someone important.    It is possible to catch fire  from fighting too many fires at once.  So much for my dictionary-writing skills.


For whatever acronym that is commercially and culturally significant to you, there's a way to say you're On Fire -  in both the good and bad ways.


Is your CMS on fire?  How would you know?  What metrics would one look at?  Is there such a thing as a CMS "thermometer"?    Let's call it a CMS-o-Meter:





During implementation, it's easier to tell if your CMS project is on fire.  Assuming we defined clear goals and have reasonable success criteria, we can look to the early deliverables and status reports like any other project to determine how on fire we are one way or another.


But operationally, once you get the CMS or part of it built, how does one measure it's temperature?


What if your pile of CIs were as important as, say, a nuclear pile - you pretty much couldn't go without a thermometer.  Kind of important to avoid catching fire.  Big, hot fire.  The kind that burns you for a long time.  How important is the CMS to your IT?  Got anything valuable in there?  Research like this and personal experience show that it is as easy to blow up your CMDB project.


Two tried and true methods are  to find  and measure quality for almost anything is by 1) what's important to the consumer and  2) what's important to whoever is responsible for the maintenance.  This is true for a car or a Service Desk or a CMDB or a CMS.


Research from Gartner suggests monitoring data quality is not widespread, and the decision to monitor data quality  falls as either an afterthought or chronically shorted on resources due to the cost of not only doing the monitoring but learning how.


Use case and Consumer-based metrics could include  qualitative  vectors like timeliness and accuracy of the consumed information.  These are often difficult and costly to measure, but they're the best indicators.  I believe you should invest here if you can.  Talk to the users.  Measure the value chain as far up and including the business as you can.  Are your change control and closed-loop incident/problem management processes working better?  Is your MTBF and MTTR improving?  Did the business lose less money due to critical availability downtime?


 Process-based measurements could be important too, such as, the performance of the CMS itself - what is the latency when you open an RFC or when the Service Desk creates an incident (both processes which can consume or provide data to/from the CMS)?


Administration-based metrics are usually more foundational and architectural:  Does the system work?  Is it secure?    Is working  with the software more like dancing or more like wrestling?  Do you get good support from the vendor, and as importantly, is it easy to work with support?  Is R&D responsive on patching major problems?  Is the vendor forthcoming with their road map?


Stratifying the measurements this way will help. 


The takeaway here is not to give you a comprehensive list, it's that you should be concerned about and invest in quality measurement of your CMS and it's data as much as the data itself.  


Think about making the CMS actionable.


Build yourself the right thermometer for your CMS.


Calibrate your CMS-o-Meter to make sure it's reporting accurately.


Then monitor these metrics.  Operationally, in Production, like you mean it.  Treat it as you would any other production applications according to it's priority in your organization.


When you're on fire, what do you do?  Let us know with a reply.  We'd always like to hear if you found this post useful, offensive, or just amusing for a few minutes.  Thanks.









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 (@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
  • 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


Follow Us
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.