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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.

HPSU 2010 IT Financial Management Overview Kickoff (Wednesday, 6/16/2010, 9:00 am)

Learn how you can address today’s top CIO issue of cost take-out with the HP IT financial management solution. CIOs face increasing pressure to drive down ongoing operational costs while increasing spending on innovation. Attend this session and learn how you can do that even though the cost information needed to make informed business-backed decisions has historically been difficult to find and analyze. We’ll kick off the IT financial management track and introduce the IT financial management solution from HP, recognized by customers and analysts as the right approach for running IT financials like a business. You’ll get an introduction to the issues and the approach taken by HP and our partners that will be explored in more detail in the remaining sessions in this track.

CMS Use Cases On Parade At HP Software Universe

In my last few posts I talked about the need to focus on use cases.  Over many years I have learned that the number one thing people want to hear about is as follows:  "what is my peer down the street (or across the ocean) doing about similar problems".

Being the track manager for the Configuration Management System (CMS) track at HP Software Universe in Washington D.C. (June 2010), I just completed scheduling a number of great presentations that represent real world use cases and implementation outcomes.   The CMS track at Universe this year highlights a number of great case studies of what real customers - facing real challenges - at very  large and complex companies - are doing around CMS related initiatives.  What follows is a quick summary of customer centric use cases that will be on stage for the CMS track at Universe this summer.

Turkcell, one of the largest mobile phone companies in Europe, will be on stage addressing how they are creating an integrated IT environment capable of supporting a broad range of IT processes including Asset Management, Configuration Management, Change Management and Problem Management.  Elements being integrated include IBM Maximo, HP Business Service Management (BSM) solutions, the HP Universal CMDB and HP Discovery and Dependency Mapping.

An HP partner, Linium L.L.C., will be walking through the work they have done for a major retailer in the US.  The focus of this case study is around the implementation of a Change and Release Management solution that brought together HP Server Automation, HP Release Control, HP Service Manager and the HP Universal CMDB.  

Melillo Consulting is working with a large company to integrate several of our BSM solutions with our HP Client Automation Center to implement an Incident, Change, Problem and Request Management solution.

Elegasi, another partner, is working with a large Financial Services company to help them effectively manage the cost of licenses associated with virtualized infrastructure.   The session will highlight how Discovery and Dependency Mapping, the Universal CMDB, and HP Asset Manager can work together to help address license compliance and cost management for virtualized infrastructures.

Finally, our HP Professional Services team is implementing a Service Asset and Configuration Management solution for a major Telecom company.  They'll be addressing the work they have done to integrate UCMDB and Asset Manager and talking about where they are going next in terms of integrating Service Manager. 

When I consider all of the sessions being put together across other tracks as well - I know that there are many more customer or partner delivered sessions that focus on integrated solutions.  In many of these, the UCMDB is a central component of the solution that will be represented on stage.  If you are interested in going to Universe and have not yet registered, I invite  you to get $100 off the entry price by entering the promotion code INSIDER when you register.  Feel free to pass this promotion code on to others.  Hope to see you in Washington this summer.  Cheers!

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 and get $100 off the conference rate.  Keep up with updates on HP Software Universe by following our Twitter and Facebook feeds.



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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.
  • Software technical product manager for HP Strategic Analytics--Executive Scorecard (XS) and Financial Planning & Analysis (FPA). Generate technologically sophisticated IT Performance Analytics use cases in collaboration with fellow HP product managers and design partners. Liaison for XS & FPA product managers, customers, and development team. Draw upon experience and industry pulse to influence the definition of product strategy and roadmap. Primary implementer of POCs for key elements of the company's offering including executive scorecard, financial planning and analysis, and process analytics..
  • 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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