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Service Manager 9.34: How to use the new SM Delta Data Migration Tool

A new Delta Data Migration Tool promises to reduce migration work by offering both manual and automated inport/export methods.  After a brief review of the case for Delta Data when migrating from one SM system to another, this blog helps you decide which of the two methods is preferable for your particular situation.  By reviewing this set of work flow illustrations and detailed step-by-step instructions, you will be ready to tackle your next migration project with confidence that all your data, even that illusive Delta Data, will be migrated and present on your new system.

HP Service Manager 9.34: Integrated Change Calendar

calendar image.jpgSince HP Service Manager (SM) is designed to enable high-value best practices,

in SM 9.34 we will ship a powerful new native change calendar capability. 

 

 

The cool part of SM 9.34’s new calendar capability is that it is a fully integrated calendar – its usefulness is not just limited to the SM Change Management module.  In SM 9.34, you can use this new calendar within other SM modules as well.  Read all about it.

HP ITSM Insider Dispatch: Service Manager UX Transformation a la Cinderella (Bippity Boppity Boo!)

CinderellaRedesign.pngFollow the tale of the HP Service Manager Web Client – a beauty dressed in drab clothing, as she emerges shiny and new for the entire world to see.  Is she like Cinderella?  Learn more about the stylistic enhancements up our sleeve and see for yourself.

The new HP ITSM Deployment Manager will shorten your on premise software deployment

Who cares about the cost and effort involved to completely address the ITSM solution deployment concerns such as the high complexity of the corporate computing environment, the need for precise execution of implementation steps, and expertise required to handle implementation issues?   We do and that’s why we are introducing HP ITSM Deployment Manager, a new offering aimed to shorten time to value (TTV) and reduce total cost of ownership (TCO). This tool is FREE and ready to change the way you conduct HP ITSM on premise software deployments!

HP ITSM Insider Dispatch: What is HP Service Manager Doing with respect to Accessibility?

The case for better accessibility in software applications has become stronger with the advent of government imposed standards around the world. The team behind HP Service Manager (SM) is tracking these emerging standards and is putting in place current and future enhancements that will keep Hewlett-Packard on the forefront of progressive accommodation for all users, regardless of their ability level.

HP ITSM Insider Dispatch: How to Troubleshoot JGroups-related Issues

JGroups plays a very important role in HP Service Manager (SM). SM relies on JGroups to build a software cluster. With the software cluster in place, SM Server is able to evenly forward requests it receives from the SM load balancer (SMLB) in order to keep the load on each connected node in balance.  In this article, we will review steps you can take to keep your JGroups implementation healthy and productive.  Specifically, you will learn how to:  implement JGroups in a way that minimizes potential issues; interpret symptoms so you know if you have a JGroup issue; understand common causes of trouble; and perform troubleshooting steps.  Read on to get more details on all of these topics.

HP ITSM Insider Dispatch: How Attachment Handling in Service Manager 9.33 Adds to Ease of Use

HP Service Manager 9.33 has introduced a redesigned Attachment Handling feature that increases ease of use.  Improvements made to the attachment widget include viewing important attachment-related information at the record level, handling multiple files and dealing with files in a batch mode.  Other improvements include tracking progress of the attachment upload, validation and control of the attachment size prior to upload, and performance improvements.  Read on to understand exactly what has been improved and how. 

Get a preview of what’s new in HP Service Manager 9.30 on June 30!

Hello to all you current customers of HP Service Manager, HP ServiceCenter, and HP Service Desk!  I hope you are having a most excellent summer!

 

HP Software Solutions Community Member Events is sponsoring a preview of what’s new in the upcoming HP Service Manager 9.30 release on Thursday, June 30, 2011 at 9:00am PT / 12:00pm ET / 6:00pm CET.

      

Register now for this webinar to hear all about the features of HP Service Manager 9.30 and see a live demonstration to learn what they can do for you.

HP Service Manager 9.30 -- coming July 2011!

HP Service Manager (SM) 9.30 marks another milestone in the evolution of integrated, automated and cloud-powered IT service management for the Instant-on Enterprise.  SM 9.30 is being presented at HP Discover in Las Vegas this week, and an early release version will be demonstrated on the show floor. Shipments of SM 9.30 will begin in July.

 

Values and benefits of the 9.30 release include productivity, ease-of-use, end-user satisfaction, and easier updates.

What happens in Vegas...could boost your IT career! Attend the ITSM Software track at HP Discover

It’s just a few days away…and the line-up we have scheduled for the HP ITSM software track at HP Discover this June 6-10 is jam-packed with relevant topics and great speakers!  You’ll end up with a notebook or PDA filled with action items for near-term evaluation or implementation, new relationships and contacts with which to follow-up and best practices that you can put into practice tomorrow. 

 

Download the attached schedule of the entire track of sessions.  Then register for the event and learn how your peers in other companies have: deployed their ITSM solutions in just six weeks; consolidated onto HP Service Manager to improve services and save costs; achieved quick wins from ITSM through reporting and continual improvement; and much more. 

What a line-up! Blockbuster presentations on HP Service Manager track at HP Discover June 2011

Have you ever wanted to learn how your peers in other companies approach the transition of their people, process, and tools to support a more efficient and effective IT service management (ITSM) solution?  At HP Discover this June 6-10, on the HP Service Manager/Asset Manager (SMAM) track (within Unified Operations Software), you will have your chance.  Listen to the presentations and be the first to greet your favorite speaker after the show.  You’ll want a front-row seat for these performances:

HP Service Manager + HP software partner Hitachi ID = Self-service password, identity & access mgmt!

A common obstacle to achieving high productivity in IT helpdesk organizations is the high call volume of simple end user requests which would be better serviced by empowering end users to place the request themselves and then automating request fulfillment.  Through an arrangement with HP Software Business Partner Hitachi ID Systems, HP Service Manager (HPSM) customers can experience 35%+ lower call volumes, 90% lower handling times for assisted password resets, policy enforcement and reporting (which harden security and minimize audit costs).  Users set (and if locked out, reset) passwords, request changes to identity information, and request access rights changes themselves, and requests are handled with automated fulfillment workflows.  The tight HP Service Manager integration provides perfect management visibility into all password/identity/access-related user activity.

HP Service Manager + HP software partner Westbury = Better operational reporting!

A common request from the customers of HP Service Manager is to provide more insightful reporting that can be used to demonstrate the value of their IT function to business management, without requiring them to have in-depth technical database and developer skills. Through an arrangement with HP Software Gold Business Partner Westbury, HP Service Manager customers have access to more reporting capability than they may have thought possible.  And there is one truism when it comes to good quality operational reporting – the more the merrier.

Share your ITSM Story at HP Discover (formerly HP Software Universe)! Submit your abstract now!

Fame, respect from your peers (not to mention a great business networking opportunity), free pass to HP Discover, bright lights of Las Vegas, gambling and nightlife…this could all be yours June 6-10, 2011!

 

WE WANT TO HEAR FROM YOU, RIGHT NOW…if you have a good story about your ITSM process implementation and you are a customer of HP Service Manager (SM) software and/or HP Asset Manager (AM) software.  Even better if you have implemented any of their extended solution components (e.g., HP Universal CMDB, HP Discovery and Dependency Mapping (DDM), HP Operations Orchestration(OO)…). Ditto for any HP partner who can get their customer to commit to co-present on such a topic.

Service desk made E-A-S-Y with HP Service Manager on SaaS Value Suite

Forget anything you have ever thought before about running a service desk.  It doesn’t have to be complicated.  You don’t have to sacrifice quality if you’re on a limited budget.  You get long-term stability and peace of mind with the safest vendor in the market.  All this comes courtesy of the brand new HP Service Manager on SaaS (Software-as-a-Service) Value Suite.    

 

Service Manager 9.20 now speaks 13 languages (and more with Open Localization Tool Kit)

HP Service Manager (SM) 9.20 Language Packs SW Media were released for shipment in September 2010.   For customers who need a different language than those available in the Language Packs for SM 9.20, a new version (3.20) of the Service Manager Open Localization Tool Kit is also available now that adds SM 9.20 compatibility.  

Pedal to the metal - HP widens its leadership gap in ITIL v3 certification


HP Service Manager has taken a big leap forward in its ITIL v3 leadership position.  HP Service Manager 7.1x is now certified by OGC (the creators of ITIL) at the Gold Level in nine ITIL v3 processes, three times the lead of the next closest vendor’s product.   


 


The Gold Level certification is hard to achieve (see my previous blog entry to get more detail on that).  It means that multiple customers provided documented proof to the auditors that they are using HP Service Manager to automate their ITIL v3 processes. 


 


Here is a list of the ITIL processes implemented within HP Service Manager that have been certified at the Gold Level:


 


1. Incident Management


2. Problem Management


3. Change Management


4. Service Asset & Configuration Management


5. Service Catalog Management


6. Request Fulfillment


7. Service Level Management


8. Knowledge Management


9. Service Portfolio Management


 


Customers who understand the value of fully embedded ITIL v3 best practices have it easier than ever before.  Now that HP Service Manager is the clear leader on OGC's certification scorecard it will certainly help many of these customers determine, without a doubt, that HP Service Manager is their best choice to help run IT like a business.


 


 



 

Mass Customization in ITSM (and Movies) for predictable success

What a season for Oscar!  Golden statues are adorning fireplace mantles in houses owned by Sandra Bullock, Jeff Bridges and the screenwriter of the movie “Up” (well maybe he still rents).  Watching the Academy Awards Show just a few weeks ago got me all excited about seeing movies again.  Not just DVDs or downloads, but real honest-to-goodness fresh movies.  It’s a way of supporting the industry that produces big time entertainment.  I’m not discounting the independent films that are scraped together with a meager budget and limited distribution (some are indeed great).  Sometimes I’m willing to gamble $10 and a few hours of my life on the chance of having an artistic epiphany.  But most of the time I spend my money and time on a “sure thing” – Hollywood’s guarantee of a fantastic entertainment experience – provided by leveraging proven elements and then re-mixing with some new elements (and pixie dust) to generate a brand new hit.  At least something about either the actors or directors or approach or plotlines will already be familiar to me.  I figure that’s the way it is for most people.


Do you ever wonder how a movie can be so creative but still be a project that comes in on time and on budget?  Sure, there are always some crazy movie projects out there that get green-lighted (usually run by James Cameron or, in his day, Francis Ford Coppola) but, by in large, the movie industry has learned that mass customization works.  I just went to see the feature film “Alice in Wonderland” largely due to the fact that the combination of Tim Burton and Johnny Depp doesn’t usually disappoint me.  I will probably go to the next Disney Pixar animation movie and I don’t even know the name of it yet.  What does it take to create a production franchise (and not just a series of formulaic sequels, which I hate)?  It is a result of experience and trust in the results one will get with talent and a process that works.


So, following this analogy, how can an IT organization get projects done on time and on budget, yet with a predictable level of quality and a successful outcome?  Well, we know that the adoption of ITIL-based processes can help, because they are proven -- they have been collaborated on, used, tested, and refined over time by countless IT organizations.  The ability to codify experience can help.  And how does service management software codify experience? HP believes it is through not only the documentation of ITIL-based best practices, but through the actual out-of-the-box implementation of ITIL-based best practices.  Mass customization in the ITIL world is not achieved using a clean sheet of paper with infinite flexibility to invent all your own mistakes.  It is achieved by building from a foundation of best practices infused into the guts of the HP Service Manager product itself – in the workflow, forms, and pre-configured data such as pre-defined roles, sample service level agreements, service level objectives, and key performance indicators that work time and time again, just like a good production franchise in the movie industry.


 


Does the implementation of best practices limit creativity or force an IT organization to bend to its prescriptions? I don’t think so.  Using ITIL best practices, every instance of HP Service Manager can be tailored to a unique set of customer requirements while still avoiding the excessive re-work that results whenever a fully customized configuration needs to be migrated or upgraded.  This is an approach that makes sense in the real world and a lesson that less mature vendors haven’t yet learned.  Even some of the more established names in service management software take their “best practices” only so far (by providing best practices documentation without providing support for the best practices in the inner workings of the actual product itself).  HP Service Manager is the only offering out there that holds true to the concept of a production franchise by actually implementing ITIL best practices out-of-the-box. Not by prescribing, but by guiding.  Just like the best Hollywood producers.


So the next time you select a movie to see based on your expectations, recognize that it is the mass customization by Hollywood that allows a creative story to be told to an appreciative audience.  Mainstream movies may not be everyone’s cup of tea, but, as a business approach, this method can’t be beat.  Now you know the “magic” behind the success of HP Service Manager as well. 

The “Early Majority” is marching on Washington D.C. for HP Software Universe

I’m the lucky track manager for the “Pragmatic ITSM” track at the HP Software Universe event in Washington D.C. in June 2010.  In reviewing the line-up of large, recognizable companies coming to speak for the ITSM track, it seems to be a microcosm of what I am noticing on a larger scale:  that HP Service Manager is “Crossing the Chasm”, a milestone in the Technology Adoption Lifecycle described by Geoffrey A. Moore in his well-known book of the same name.   


We appear to be moving from those “Early Adopters” who chose to upgrade to HP Service Manager in past years to the “Early Majority” who are now following suit.  Far from visionaries driven by a ‘dream’ of matching an emerging technology to a strategic opportunity, these pragmatists are driven by vendor leadership and stability, product quality and reliability, and a robust feature set enabled by an infrastructure of supporting products and system interfaces.  The speakers in this year’s line-up are talking not just about their actual migration experience, but going beyond that topic to discuss the value add that HP Service Manager is providing to their business. 


The following testimonials amply demonstrate that, while less mature point solution vendors tout limited help desk platforms requiring substantial customization to deliver value, the parade towards full-scale integration and automation of ITIL processes, with the ability to provide maximum out-of-box value to the business, has already left town.  Here’s a sampling of the must-see ITSM track line-up:   


·    Independence Blue Cross will show how the integrated HP business technology optimization (BTO) suite can deliver a holistic view of Services performance.  Such a view enables you to monitor and measure the performance of business and infrastructure services, and is required to institute continuous improvement, achieve cost reductions, and establish IT as a consumable service. This capability opened the door to service-level agreements between IT and the business, real-user activity data, and executive dash boarding. 


·    Core Media Technologies will demonstrate how it has brought order and efficiency to IT service delivery for 30+ global media communication services companies while staying agile to meet the needs of each of its customers. The secret was to make every process service-driven: the security model, the subscription, notification and change management processes and the reporting of results to management, to name a few.   


·    NBC Universal will show how portfolio-based demand-management practices helped their organization focus on priority projects, maintain the right mix of applications, and provide valuable services to the business. They will tell you how, by consolidating demand on one centralized platform, you can give IT and business leaders full visibility into IT portfolios, communicate and track the true cost of ownership, improve resource planning, and standardize processes to improve operational efficiency.   


·    Volkswagen Credit will share cutting edge ideas around the Service Catalog, Request Management, and end-user self-service, and describe how these helped them improve speed of service delivery and responsiveness to service requests, increase customer satisfaction, and reduce cost per end-user. 


·    Sprint and several other companies will describe the value of fully integrated ITIL process workflows supported by a cross-HP BTO software solution and will share best practices on integrating HP IT service management (ITSM) and business service management (BSM) software.  


·    Blue Cross Blue Shield (BCBS) of Tennessee will describe to you how they improved audit compliance and minimized risk by implementing an ITIL-based change management solution with tight integrations between HP Service Manager and HP Asset Manager. 


·    UnitedHealth Group will talk about their large-scale migration from HP Service Desk to HP Service Manager, including how their architecture allowed them to scale to such magnitude, key areas of customization, and how important integrations with HP Universal CMDB and HP Operations Manager increased the reach and automation potential of their ITSM solution.   


·    America First Credit Union (AFCU) will show how, by integrating HP Service Manager and HP Universal CMDB via Web services, they have developed a ‘360 degree view of IT’.   


·    A Fortune 500 company will be showcased as to how it decreased outages and managed change through a well-defined, automated release process, by synergistically integrating HP Service Manager, HP Release Control, and HP Server Automation.  


·    HPES (formerly EDS), the largest HP ServiceCenter customer in the world with a massive multi-tenant environment, shows how they have developed an efficient and effective, low risk, repeatable process for migrating each of their customers from a legacy system to HP Service Manager 7.11.  As an example, all data for one group of their 178 customers was migrated in 2.5 hours!  


·    Playtech will share how they minimized costs and risks in a hosted HP Service Manager implementation, with HP’s Software as a Service (SaaS) offering. You’ll hear how they enjoy reduced TCO and renewed IT focus on service delivery, and how they are able to re-deploy IT resources to activities and projects that provide greater value to the business, by leaving both the most tedious and the most challenging aspects of HP Service Manager support and maintenance to the experts at HP. 


Join us on June 15-18 in Washington D.C. for a state-of-the-art conference about outcomes that matter NOW—to your career, your organization and your business.  IT professionals who want to increase control, transparency and flexibility so that the IT organization delivers more value to the business should attend HP Software Universe. 



Register with the code INSIDER at www.hpsoftwareuniverse2010.com and get $100 off the conference rate.  Keep up with updates on HP Software Universe by following our Twitter and Facebook feeds.


 



 

The 2010 ITIL Certification Process Awards Gold - but is anybody watching?

In 2010, the world has come to Vancouver, Canada to compete in individual and team athletic pursuits.  And, by most reports I have seen, TV ratings are up for the XXI Olympic Games.  Over the past ten months, several ITSM software vendors, including HP, have come (not physically, but you get the idea) to Buckinghamshire, UK to try their luck and skill in an ITIL certification process for the chance of winning recognition at the Gold, Silver or Bronze level.  But do customers really care?


I recently spent several weeks managing HP’s effort to have HP Service Manager 7.1 evaluated through the U.K. Office of Government Commerce (OGC) ITIL certification process.  After all of the hard work, I can’t help but wonder, where’s the customer benefit if all ITSM vendors don’t agree to be measured by the same yardstick? 


To be sure, this particular yardstick is world-class.  OGC created the Information Technology Infrastructure Library (ITIL) more than 20 years ago, and has officially endorsed this particular compliance framework to audit vendor products, documentation and processes.  There are some other well-known ITSM vendors (e.g. BMC, CA and IBM) who have also gone through this certification process, but many have not, and have no intention of doing so.


So what did it take for HP to win OGC Gold-level certification in four processes:  Incident Management, Problem Management, Change Management, and Service Asset & Configuration Management?  Well, Gold status indicates that, above and beyond passing the standard certification requirements, multiple companies provided clear written evidence that they have implemented and are actively using HP Service Manager 7.1 in their production environment, to facilitate and automate the particular ITIL process being assessed.  I am talking about formal correspondence on company letterhead containing screenshots and report examples as proof of usage. In a phrase, no smoke and mirrors allowed.


 While some organizations, such as Pink Elephant and Gartner, have offered informal ITSM verification services for years, the OGC endorsement program gives vendors of IT Service Management products a single official standard to meet (by the developers of ITIL themselves).   PinkVERIFY has always looked at the functionality, process automation and intent in terms of ITIL compatibility, whereas OGC appears to be looking at the ITIL compliance of software functionality (and self-documenting, to boot), process integration and automation “by the (ITIL) book”. 


 The OGC certification process also included comprehensive questionnaires with questions covering terminology, workflow/automation, functionality and integration.  At every turn, the accreditor assessed our compliance with ITIL v3 principles.  My team conducted remote software demonstrations (using HP Virtual Rooms) that highlighted HP Service Manager’s functionality, integrations, and documentation (both on-screen documentation and online Help Server documentation).  This is where the out-of-the-box capability of our ITIL v3 best practices really helped because it generated a wealth of “in-context” help messages and “context-specific” drop-down selections.  Obviously the OGC people are tired of ITSM software demos in which the help documentation is on another part of the installation CD, not really integrated with the tool itself.


 Now the OGC is flashing the four Gold medals HP received (more than any other vendor) on its website, but do customers really notice?  I certainly hope they do.  The official OGC auditing program looks at two areas of compliance – functionality (with a specific focus on how it supports ITIL process integration) and product documentation.  It also looks for accurately represented processes and functions.  It is based on the premise that successful ITSM needs more than a point tool that supports a single ITIL process.  ITSM requires a comprehensive solution that automates the service as a whole by integrating across its important underpinning ITIL processes.  It’s more like a 4-person bobsled team and less like the luge individual event.


 In the end, are certifications considered good grades in school and nothing more?  If a customer makes their software and implementation selections based on a criteria that is not dependent on the use of a standard yardstick, will they have any higher risk of obtaining an incorrect “fit” to their needs?  Is certification the price of admission to reach “world-class status” as an ITSM vendor?  On the other hand, is casual word of mouth from a colleague down the street a stronger influence than rigorous functionality evaluation conducted by an independent accredited third party?


 My perspective is that customers will be able to compare offerings more easily if they have all been vetted against the same IT tools standard.  Having a single standard for ITSM vendors to audit against gives customers a single point of reference and will make their purchase decisions easier and more informed with less subjective debate.







Q: What do you think? Should ITSM vendors keep striving to find a place on the awards podium? 



Click on the following link and to learn more about what Pink Elephant is saying about HP Service Manager software : http://pinkelephant.com/AboutPink/PinkNews/030110.htm


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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.
  • 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: @MaryR_Colorado
  • 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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