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Social Insight meets ITSM – The December ’13 release of Service Anywhere is now available

iStock_000024679578XSmall.jpgNow you can bridge the gap between IT and business by unleashing the hidden value within unstructured data. Imagine what you can accomplish with the social wisdom that’s gone untapped within this data.

 

HP Service Anywhere-Dec ’13 Release connects IT and business users into one conversation through the power of what we call Social Insight.

 

Keep reading to find out what the advancements made to this software mean for you.

IT Service Management in a hybrid, multi-sourced world

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Earlier today Felix Fernandez and I hosted a webinar on IT Service Management in a hybrid, multi-sourced world.

 

As promised, we had some good questions that we wanted to further address. And, a pdf of the slides is also attached.

 

Labels: Cloud| ITSM

There are no absolutes in IT—even with Cloud

Live free or die hard.jpgThere are no absolutes in life except for birth and death. The same applies to IT. For years I thought cost was an absolute in IT. Then I found out I was wrong.

 

Continue reading to find out why I firmly believe there are no absolutes in IT. Also keep reading to find out why Bruce Willis had to go “outside his box” to stop a cyber-terrorist.

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.

 

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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.

 

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.

5 Ways a Line-of-Business (LOB) can increase Competitive Advantage - through the Service Desk

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In 2012 Gartner predicted that by 2015, 35 percent of enterprise IT expenditures for most organizations will be managed outside the IT department’s budget.  Will this trend impact your service desk?

 

A year has passed since that initial prediction; keep reading to find out where we stand and why LOBs are considering taking control of their service desks as a competitive advantage strategy.

‘Tech-tonic’ IT Shifts—How to Keep Up with Rapid Change in Technology

  • Remember when there weren’t computers as we know them today? And then when there were, they filled an entire room, rather than in the palm of your hand?
  • Remember when grid computing connected via Ethernet was considered advanced?
  • Remember when ‘cloud’ just meant a mass of condensed water vapor, when ‘mobility’ referred to physical movement whether by foot, bicycle, or a 1969 Mustang convertible, and the phrase ‘big data’ would have drawn a confused “Huh?” from most people?

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.

Cloud Billing: Asset Manager 9.30 to CSA3.0 integration released!

HP just released the new integration between CSA3.0 (HP Cloud Service Automation) and Asset Manager 9.30.

This provides a simple, cost effective and extensible HP solution for managing the billing of the services deployed by CSA… The integration propagates catalogs, service subscriptions and deployed services from CSA to Asset Manager that generates bills for the consumers of the services.

Discover the value and the details with a guided visit!

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Service Broker - Cloudy or Bright?

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What about both?

 

I was invited to speak on a BrightTALK Service Management in the Cloud Summit on October 17. There are a lot of different topics that can be covered under a Cloud banner, so I opted for “From IT Service Provider to Service Broker”.

 

You can register at http://www.brighttalk.com/r/kxj.

 

Chuck

 

And, please read on for some insights from a recent CIO conversation on this topic.

Tags: Chuck Darst

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.

With the Cloud Billing Package V1, HP Asset Manager drives IT out of the fog into the Cloud!

Here is the age of Hybrid IT. The IT organization delivers services to its end users... using an infrastructure that can be owned by the IT, or fulfilled over the cloud. Managing IT as a P&L is the best way to prove its value to the other businesses while optimizing the costs for delivering the services.

 

Discover the New Cloud Billing Package that extends Asset Manager capabilities to support the IT providing internal and external services and manage users' subscriptions and related billing.

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 ...

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 ...

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 ...

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?

Accelerate Data Center Transformation - Quick video on how HP DDMA addresses key DCT challenges

Many businesses are considering Data Center Transformation (DCT) project aimed at reducing the operational cost and complexity of their overall IT infrastructure. A DCT project can involve modernizing legacy infrastructure, consolidating workload and/or data center, move from physical to virtual infrastructure or move to private or public cloud in order to save space, energy & operating expenses and defer potential capital expenses needed to build or expand the data center.

 

This new video demonstrates how HP DDMA ( and an accelerator package developed for DCT projects ) addresses some of the major challenges of DCT and accelerates the transformation.

No, the CMDB is NOT Irrelevant in a Virtual and Cloud Based World

Olivier Pignault reacts to a blog entry posted by Bernd Harzog where it is claimed that today’s CMDB products will not be able to evolve to handle the Virtual and Cloud Based World.

CMS and the Cloud

What role will the Configuration Management System play in the new cloud computing world?
Labels: Cloud| CMS| Federation
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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: @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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