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2 things I hate about IT – An employee’s take on self-service ticketing

iStock_000010430513Xfear.jpgFor many employees, especially those that work for large corporations, contacting IT for support is a dreadful experience. It’s hard to put your trust in an off-site, off-shore (sometimes out-sourced) person sitting somewhere in the world with your most intimate computer problems.


Trusting that your problems will be resolved simply by submitting it in some form might be even harder. Building user trust in a self-service ticketing system starts with the system ability to understand the user problem and to ask the right questions at the right time and equally important, avoiding from asking irrelevant questions.


Guest post by Yariv Snapir, R&D Group Manager

3 practices to help the Service Desk keep pace with BYOD

crowd with phones.jpgWe all know that providing top-notch IT support for the Lines of Business has become a harder task. Technology consumerization trends have raised employee expectations and demands when it comes to the experience and immediacy of consuming services—while IT Support budget is always short.


Bring Your Own Device (BYOD) further raises this bar.  Employees are bringing their own newly bought devices to work, and expecting IT to support them. How can IT possibly keep up the pace with every smartphone model, and every tablet’s latest OS version?  Keep reading to learn how.


Guest post by Oded Zilinsky, SPM Chief Functional Architect, HP Software



Labels: byod| IT| ITSM| mobile

Is your service desk happy? You better know because it really matters.

service desk.jpgSeveral months ago, I was at an HP event with several members of a large insurance company service management team. One of the people I was talking with indicated they had just completed their employee survey and that these results would be fed into their IT balanced scorecard. At this point, I asked him how important employee engagement was to their service management. Almost flabbergasted, this person responded, “Gee, in IT it’s clear. If employees aren’t happily engaged, you do not deliver IT or business outcomes. It is a one-to-one relationship.”


I was so intrigued by this connection that I decided to do a little research on this topic. To be honest, I was surprised by the sheer volume of content I found. HR consultant China Gorman has an interesting post about this on her company’s website. In “What Comes First: Employees or Customers?” she put the issue this way:

HP Service Manager (SM) Supportability Tools: How to Diagnose, Debug, and Keep Your System Healthy

Robert Palmer once crooned “Doctor, doctor give me the news.” HP Service Manager (SM) administrators and implementers have uttered a similar cry.  


                                                                                                                  Bad Case Of Loving You (Doctor, Doctor)

                                                                                                                  By Robert Palmer


When you have an ailing Service Manager application, how do you diagnose the issue and, once you know what is wrong, fix the issue to bring your system back to full health? 


Below we’ve highlighted 4 of the best new supportability tools, pulled from Service Manager (SM) 9.3,that can help you diagnose problems with your system, identify the root cause, and prescribe the best remedy around. 


‘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?

The SAM Solution

Many IT managers worry about under-compliance when it comes to vendor audits and licenses, and understandably so. However, did you know that statistically more organizations are “over-compliant” when it comes to license-related IT issues? Allow us to address common asset management questions regarding over-compliance.


What is “over-compliance” and how is complying too much with something a bad thing?

HP Universal Configuration Management Database (UCMDB) in 3 easy steps

So you’ve got HP UCMDB. Now what? What on earth do you do with all that info? You understand having accessible IT information is the key to managing it; however, you’re still unsure of exactly how to get the most value out of all your data. Please allow us to break it down for you.


Three awesome things you can (and should!) do with your UCMDB...

Pink Play-by-Play

And that’s a wrap! Pink Elephant 2013 was a huge success, and we were thrilled to be a part of it!


Remaining true to its Las Vegas location, the interactive conference was infused with perpetual entertainment that drew as many laughs as it did tears and ultimately, left participants ready to head back to their respective teams moved and motivated. From exhibitions to awards shows to an appropriately selected Pink Floyd cover band, Pink Elephant 2013 was the ideal platform for an open discussion of IT information, innovation and inspiration. 


HP Asset Manager: What Vehicle is Driving Your IT?

So much to do, so little budget with which to do it—this quandary is an all too familiar one for IT departments who are attempting to emphasize value and innovation while simultaneously justifying and reducing the cost of services. Combined with a lack of transparency and control over the physical, virtual, contractual and fiscal elements of complex business assets, meeting the challenge of successfully aligning IT services with business objectives becomes a difficult—if not virtually impossible—task. In order to solve this issue, IT departments must adopt more strategic financial management practices that will ultimately result in more foreseeable and higher valued services.


The question that remains is which ITAM product is best suited for the task?

The ITSM Bandwagon: Get On Board!

“How’s business?” is quickly turning into the most relevant measurable for IT performance.  As technology leads nearly every modern-day industry, organizations want their IT to be more than just a passive resource—they now expect IT to deliver results that demonstrate a contribution to their bottom line. This means that IT must possess the ability to successfully align its performance with the overall business performance. Meeting these expectations requires the service desk to get on board the ITSM bandwagon.

Parents say ITSM Old Enough to Get a Job


It's been a long hard road.   Your ITSM baby, once a gleam in your eye, has grown up.  At least a little.  You've fed and cared for it for years.  Changed its diaper too many times to count.  Woken up way too many times in the middle of the night.  Listened to its back-talk, its awkward falsettos.   Paid for lessons.  Watched its appetite grow.  Questioned its choice of a first date.  Maybe even bailed it out of jail by now.


Yes, ITSM is a lot like having children.  But everybody grows up.  Now it's time to get it's lazy butt off the couch and get to work. 

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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 (@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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