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3 HP customers and 3 HP Service Manager case studies straight from the Turkey customer forum

SPM CF Istanbul 2014 (1).jpgIn an earlier blog post I announced the HP Software EMEA Customer Forum in Istanbul, Turkey, May 6-8. Today I want to take a look back and share a few summaries of customer case studies that were presented at the event.

 

All three HP ITSM case studies nicely demonstrate how HP Service Manager enables organizations to increase service quality and improves staff efficiency - be it by automating processes or introducing a self-service portal. Continue reading to learn from their experience.

A new star is born - winners of the HP Software Shining Star Award

I just returned from the HP Software Customer Forum in Istanbul, Turkey, May 6-8. It was three days packed with customer presentations, panel discussions, a lot of networking and information sharing - it was a great customer experience.

 

The first customer forum day ended with an award ceremony. HP customers, who have demonstrated exemplary use of HP Service and Portfolio Management solutions and are delivering significant value and impact to their business, received the HP Software Shining Star Award.

 

Read on and see who these customers are, and to learn about their achievements.

HP Discover, ITSM and you

Discover 2013 Barcelona Banner.jpgThere are only a few days left until what is anticipated to be the largest HP event in EMEA ever. HP Discover in Barcelona will open its doors on December 10 and I hope to see you there.

 

In this post I want to share a short update on SPM (Service Portfolio Management) at HP Discover and what you specifically can expect in terms of sessions, demos and discussion forums with a focus on IT Service Management (ITSM) and Project and Portfolio Management (PPM).

Profit from big data, empower your users and transform your service desk

Innovative ESS.pngIT organizations have always been under pressure. This is often a result of new trends that in most (if not all cases) were triggered, driven and controlled by IT. These trends are often disruptive.

 

Think about the big move from mainframes to client-server environments, or the introduction of virtualization leading to the cloud. Now there is a new disruption ahead, this time it is coming from users. Employees are looking to utilize the latest trends and technologies like BYOD and mobility. These employees confront IT with a change in behavior and expectations.

 

To stay in the driver’s seat and benefit from the innovative power of such a change, IT organizations should embrace this behavior and adapt social media communication to their service desk.

Win an HP Envy at the itSMF UK Conference next week

iStock_000001991460XSmall.jpgFor the 22nd time itSMF UK Conference And Exhibition, ITSM13 will take place November 4-5 at the International Convention Centre in Birmingham, England. Beside the ten reasons to attend from the above conference web site I would like to highlight a few more very specific to HP IT Service Management (ITSM).

First, you will have a chance to win one of two HP Envys. Second, at the HP booth with reception desk and two demo stations you can see the latest HP ITSM solutions in action and chat with experts.

36 reasons to upgrade to HP Service Manager 9.3!

Stats.pngThere have been a couple of recent blog posts and videos about HP Service Manager 9.3x that provide some good summaries on what you can expect in terms of capabilities, functionality and benefits.

 

But why should you move to Service Manager 9.3? Is it because of a specific, new functionality? How long does it take to upgrade? What are the improvements and benefits you can gain after the upgrade? Read on to get some perspectives from your industry peers on this topic.

Embrace change within ITSM and gain a competitive advantage

iStock_000018470645XSmall.jpgTechnology changes are inevitable. These changes are coming fast and they are impacting every aspect of IT. Look at cloud and mobility; they have an impact on how businesses and IT organizations operate because users have access to your enterprise - no matter where they are.

These changes demand a user-centric approach in application and service development. Do you want to embrace these changes and stay competitive in this changing world? Keep reading to find out how you can get help with remaining competitive.

Are you ready? 3 reasons to register for the HP Software Customer Forum in Vienna

iStock_000014131324XSmall.jpgThere are only two weeks left until the HP Software EMEA Customer Forum, IT Service & Portfolio Management, in Vienna starts.

 

In case you do not have registered yet, consider what you probably miss.  There will be more than 15 customers speaking about all kind of HP IT Service Management (ITSM) and HP Project and Portfolio Management (PPM) solutions.

 

But what will these presentations be all about? What products will they touch on? And what other opportunities could you potentially miss? Are you still indecisive? Read on …

Save the date - HP Software Customer Forum in Vienna, Austria, Sep 10-11

iStock_000005617788XSmall.jpgThe IT world is rapidly changing. The fast growing adoption of mobile devices, the emerging use of hybrid cloud and the ever-increasing demand for more agility across the IT organization and the business, they all expose challenges and opportunities.

 

The HP Software EMEA Customer Forum is now in its eighth edition and continues to be a strategy and best-practice sharing event for a select audience of SPM Executives. The event is known for high-profile presentations from HP customers and round-table discussions that feature these latest trends, as well as related challenges, solutions and achievements around IT Service Management (ITSM) and Project and Portfolio Management (PPM).

Searching for ITSM tools? 3 reasons why you should look beyond the help desk

iStock_000018847374XSmall.jpgThere is no doubt – the demand for a user-centric IT is increasing. Trends like cloud, software-as-a-service (SaaS) and social media are influencing how IT is delivered.  Mobile devices, like smartphones, have also encouraged BYOD and the consumerization of IT which are among the factors driving and shaping the new style of IT. The way we interact with IT and expect to receive services has changed. To fulfill this demand for more user-centricity while at the same time increasing IT's efficiency, IT organizations need to look beyond the traditional help desk when searching for ITSM tools.

Unbeatable together- IT Asset and IT Service Management!

iStock_000017945775XSmall.jpgMany, and probably all, organizations target a service-centric approach to IT Management. With a look at IT from a business and user perspective, the question is not about whether to implement a service-centric solution but rather how an organization can get there in terms of implementation. There are many factors to consider when holistically looking at the entire service lifecycle. Continue reading to find out more about the role of IT Asset Management in the service lifecycle.

3 tales from the HP Software Customer Forum in Brussels

Brussels.pngLast week about 150 people attended the HP Software EMEA Customer Forum in Brussels, discussing many facets of service and portfolio management solution implementations.

 

Speaking topics included demand management, software license management, configuration management and  service request catalog. For your reading pleasure, I have picked three customer presentations to write about. Please join me in having a closer look at this content.

SaaS, TCO and you

SaaS Economics.jpgThere is no doubt—SaaS is a software delivery and deployment model that is winning across industries. And IT Service Management solution vendors are jumping on the bandwagon toward success. Demand for simplicity and lower total cost of ownership (TCO) are among the market drivers. But how can you figure out, whether SaaS is the right strategy for your business and IT? What do you have to factor in for this decision? Maybe the traditional on-premise or a hybrid model is the right choice. Let’s look into this a bit further …

Getting your data under control with discovery and dependency mapping

Discovery_Photo_XS.jpgThe huge amount of data in today’s IT environments, the high change rate of this data and the growing complexity of dependencies between data elements (configuration items) make it hard for IT to deliver on expectations. But there is light at the end of the tunnel – the Discovery solution.

Discuss IT Service and Portfolio Management topics at the next HP Software EMEA Customer Forum

brussels atonium-01.jpgIn your IT Service and Portfolio Management architecture, what is the role of mobility? What about  the role of public, private and hybrid cloud? How do you meet the expectations for agility and delivery speed for your Lines of Business? Are you considering agile methodologies for your project and portfolio management?

These are just some of the IT Service and Portfolio Management topics you can discuss with HP product management, other HP customers and HP partners.

The 7th bi-annual HP Software EMEA Customer Forum will take place from 16-17 April at the Sheraton Hotel in Brussels, Belgium. Keep reading to find out more about what you will learn at the forum.

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.

The Future of ITSM - Looking back on an interesting local itSMF event

While most of the HP Discover attendees already were on their way to Frankfurt, I visited another interesting event, solely focusing on ITSM. It was the 2012 convention of the local itSMF Chapter in Germany, Kassel on Dec 3-4. So, why was this interesting?

HP Service Manager 9.31 - more details about the new service request catalog capabilities

Service Catalog App Launch.pngIn my previous blog post I talked about 3 more reasons to move to HP Service Manager 9.31, one of which were the service request catalog improvements that come with 9.31. A couple of people since then asked me what these new capabilities in self-service support and customization are all about and what benefits they result in. Here are some details ...

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.

Great event, great attendees, great presentations - the HP EMEA customer forum in retrospect

The customer forum took place May 8-10 in London, this time combined with the HP Software Universe UK&I on May 8-9 sharing a single location. Both events led to a full house of a few hundred attendees. I hosted the first two customer forum days. The presentations on IT Service Management, Business Service Management, automation and the cloud were well received. Looking at the delivered top-notch content I clearly saw a trend towards broader solution coverage.

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 ...

ITSM out of the box - a good or a bad starting point?

Is it a good or bad starting point to implement IT Service Management out-of-the-box? This is a good question and was the title of an interactive roundtable hosted by the Vivit HP Service Manager Special Interest Group and a customer at the HP EMEA ITSM Customer Forum in Berlin. Let me share a summary and some observations from this roundtable ...

My impressions from the HP EMEA ITSM Customer Forum in Berlin this week

In my previous blog post you have probably read about this customer forum, and some of you have been there I guess. Last Tuesday was the first of three customer forum days packed with excellent presentations and discussions. I had the pleasure to moderate the Tuesday, solely focused on ITSM. Here are my observations and summary of this day.

How time flies - save the date for the next EMEA customer forum

I am excited to announce the next ITSM customer forum as part of the HP IT Performance Suite EMEA customer forums, scheduled for September 27-29 in Berlin, Germany. Like in the past, this is an excellent opportunity to network and share best practices with your peers, to walk away with new ideas for getting more value out of your solution and to connect with HP executives and product managers.

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 ...

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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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