IT Service Management Blog
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Turn your System of Record into a System of Engagement

summer-in-the-air.jpgYou are invited to the webinar Turn Your System of Record into a System of Engagement, on Wednesday July 8 at 8am PST / 5pm CET. Join us to learn how you can create a modern and delightful System of Engagement on top of your Systems of Record for IT services. You will hear how your traditional apps can become all about end users and their preferences, status, and needs.


Service Anywhere June 2015 Update

service anywhere.jpgIt’s summer (here in North America) and it’s the weekend. What does that have to do with the June 2015 Service Anywhere update? Our customers don’t have to come in from the sunshine, or put down that glass of cold lemonade, in order to enjoy the latest Service Anywhere has to offer. Another zero downtime update was made available on Sunday – meaning all customers are able to take advantage of the new capabilities without having to suffer through another upgrade project. 


Read on to learn more. 


Guest post by Tonya Scherba, Sr. Product Manager, HP Service Anywhere 

ITSM Customer Forum in Prague – catch a glimpse of 13 customer success stories

cf2015Prague (4).jpgI had the pleasure to moderate no less than thirteen customer presentations including one panel discussion during one and a half days at the EMEA HP Software Customer Forum in Prague. I thought it would be useful for you to get a glimpse of the variety of success stories shared.

Keep reading for a summary of these thirteen stories, touching on values and benefits achieved in different IT service management scenarios. 

Service management outside IT - HP Service Manager for business helpdesks

HP Service Manager.pngI just returned from the EMEA HP Software Customer Forum in Prague where I met with other HP ITSM customers. I loved hearing their stories and finding out how they are utilizing software and what we are doing with it.


Keep reading to find out how we use HP Service Manager across our environments and how it effectively acts as service desk software—especially within different departments.


Guest post by Denis Papens, Service Management Tooling Specialist for BNP Paribas Fortis

ITSM Customer Forum in Prague – 7 customers, 7 success stories, 7 shining star award winners

Prague_image 16x9.jpgThe two ITSM days at the EMEA HP Software Customer Forums 2015 in Prague are now in the record books. I have spent my time asking customers, partners, colleagues and speakers about the event, presentations and discussions. After speaking with everyone, they only had one thing to say about the event – AWESOME!


In this first blog article from the customer forum I share some details about the Shining Star Award winners and their success stories. Read on to find out about the winners and why they received the award.

What to expect when surveys meet the big data service desk

survey.jpgRecently I found myself in need for support from my IT service desk. After my ticket has been resolved, I received a short satisfaction survey.


While filling out the survey, I noticed how poor the survey experience was.

I thought to myself there has to be a way to make it better- both to the end user filling the survey and to IT departments who need to analyze the results and get useful insights.


Keep reading to find out how IT surveys can be made better.


Guest post by Dan Noter,  Employee self service- social team

HP Software R&D

ITSM Bright Lights from Las Vegas

ITSM Discover.PNGLive from the show floor at HP Discover in Las Vegas, there are ITSM highlights galore from Day one.


There are a number of can't miss sessions and other recommendations for Wednesday. I also have a few highlights from the opening day. Keep reading to find out what we have planned for today.


Interested in SPM? Get your list of what's hot at HP Discover!

fabulous_las_vegas.jpgI can hardly wait for HP Discover in Las Vegas next week! The weather looks to be beautiful and I know the excitement at the Venetian will be palpable!


You can Jump start  your HP Discover Service & Portfolio Management experience Tuesday morning with the SPM keynote, Accelerate IT service management with HP Service and Portfolio Management (Session B1157, Room Lido 3004) hosted by Sandy Orlando our Vice President of Product Management and a spectular demo (which I belive is worthy of a Tony award).


Across the SPM portfolio, there are new innovations to help you thrive in the New Style of IT. These innovations were designed to help you improve service quality, improve staff efficiency, increase customer satisfaction, and broker services. If you are using or considering HP Service Manager, Service Anywhere, Configuration Management, Discovery, Asset Manager, PPM, and/or Propel, please read on to learn how jump start your HP Discover experience.

5 things you need from IT operations to be successful in the digital age

tony sumpster.PNGThe digital transformation is causing a fundamental shift in technology and industry. As with any change, there is a huge opportunity as a result of this change.


At HP Discover, you will have the opportunity to find out more about the role that IT operations plays in the digital transformation in the track keynote lead by Tony Sumpster, Senior Vice President of HP Software IT Operations Management.


Continue reading to find out what this shift means for you.


Guest post by Kim Lock, IT Operations Management Editor

Introducing the new HP ITSM Enterprise Suite – From Zero to Hero in 1 Step

Are you looking for a single ITSM solution instead of having to purchase numerous separate products? Are you looking to avoid the hassle and headaches that can come from so many moveable parts?


The HP ITSM Enterprise Suite product was designed specifically for organizations that are new to ITSM on-premise and want to purchase a single software suite. Keep reading to learn about the benefits of this suite for your organization.

Gain the power to turn your Systems of Record into Systems of Engagement


When your employees think of IT, what is the first thought that comes to mind? Do they think positive thoughts of the department or do they dread every interaction?


Keep reading to find out how you can easily provide your users with a consumer-like experience and improve the perception of IT within your organization.




The art of service modeling from HP UCMDB

There is a lot of buzz today around service modeling and the potential to deliver value from CMDB’s. In fact, it seems like it is a constant request from the ITIL customer base.


Keep reading to find out how HP UCMDB, helps ease the burden of creating a service model which is a critical success factor for the product growth.


Meet HP ITSM at SITS15, UK’s leading IT service management show

london_eye.jpgSITS15, the IT service management show, this year takes place in Olympia, London from June 3-4. SITS15 is a free ITSM event with an action packed two-day program.


HP will have a booth and seminar to talk about ITSM subjects and product updates. HP experts will also be on-hand to discuss your questions.


Make sure you mark your calendar and don’t miss this opportunity.

What should you consider in software support model selection?

support excellence model.jpgSelecting the right software solutions for your organization is one of the most difficult decisions IT leaders make. This is because the market is usually very high on Enterprise IT solutions offerings yet lacks the existence deep knowledge or vertical analysis while choosing any of these solutions.  


The journey isn’t over once you select a suitable solution. Keep reading to find out what you need to consider when you are choosing a software support model.

Don’t miss out on more than 10 amazing stories at the EMEA HP Software ITSM Customer Forum 2015

A while ago I shared the latest and greatest on IT Service Management (ITSM) at the EMEA HP Software Customer Forums 2015, which take place in Prague, June 9-12, 2015.


There is still time to register for this engaging event. In this blog article, I provide a sneak preview of some of the content provided for those interested in IT Service Management (ITSM) on Jun 9-10.


Prague_image 16x9.jpg

HP Discover and Everything ITSM in Las Vegas

Discover Vegas.jpgHP Discover is just around the corner – June 2-4.


If you’ve already registered, read this article to plan your schedule across IT Service Management (ITSM) sessions, roundtables, demos, and other activities. If you haven’t registered, what are you waiting for?


Read this article and download the attachments to learn all things ITSM that will be occurring at Discover.

Tags: HP Discover| ITSM| SPM

What will your IT portal be wearing this season? Hopefully it is colorful and very sharp!

The key to a successful IT department is to have a beautiful portal and to make it easy to use. As the poet John Keats says, “A thing of beauty is a joy forever”. And I believe this is especially true for IT.


We have started shipping HP Propel 1.11!

Keep reading to find out how the latest version of HP Propel achieves this goal.


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Courtesy of



A retailer’s journey with HP Service Anywhere—the Big Data Service Desk

When you take a big journey, you make sure you have a map or a guide to make sure you say on the intended patch.


The same is true when you begin your voyage to harnessing the power of Big Data within your service desk. Keep reading to find out from the CIO of a global retail organization about their experience and what they have achieved since deploying HP Service Anywhere.


Guest post by Kevin Leslie, EMEA Director

Service Portfolio Management

HP Software

Your Top Tips #10, #11, and #12 – More Best Practices for reaching new heights with ITSM

reaching new heights 3.PNGAt last, here is the wrap up of the final three Top Tips from the HP ITSM Insiders.  

Keep reading to find out what advice these experts have to share.


Guest post by Sherry Ramm, ITSM Marketing Consultant

It’s time to disrupt IT! Meet the new Business of IT!

The last decade has created a gap in IT—the gap between user’s desires and IT’s ability to deliver. Outside vendors have been more than willing to fill the gap, but it isn’t in the best interest to operate with this model.


Keep reading to find out how IT can adapt and act as a service broker with the new business of IT.


keep calm and ....png

Rest your weary fingers from many IT service catalogs

Does ordering services from your IT department feel like you are shopping at the mall?

Do your fingers hurt from all of the “surfing”?





HP Propel provides an entry door to IT for app developers and the business. An important component is the single, aggregated service catalog.


Watch  the latest HP Propel video and read a white paper that closely examines how HP Propel catalog works.



Key Performance Indicators for CMS

You know what they say, “If You Can't Measure It, You Can't Manage It!!” This is absolutely true if your team has adopted the ITIL framework to effectively manage your IT Operations. This is why Key Performance Indicators are so important—especially for your CMDB.


Keep reading to find out what KPI’s you should measure with your configuration management system.

Get the latest and greatest on ITSM! Attend the EMEA HP Software Customer Forums 2015

ITSM HP Software Customer ForumSpring is here again, and that means it is time to come together and to share the latest and greatest on IT Service Management (ITSM) at the EMEA HP Software Customer Forums 2015. This year the customer forums take place in Prague, June 9-12, 2015.


IT Service Management (ITSM) is the focus on June 9-10. Keep reading to figure out what you can expect from two days packed with ITSM information.

Your Top Tips #7, #8, and #9 – More Best Practices for reaching new heights with ITSM

reaching new heights 2.PNGWe are continuing on our journey of voyaging through the new eBook ‘Reaching new heights with ITSM’.


Keep reading to find out what the experts have to say.


Guest post by Sherry Ramm, ITSM Marketing Consultant

Uncover the link between ideation, IT and the service desk

Ideation1.pngAs IT groups evolve away from being considered utilitarian cost centers to business-aligned brokers of services, their role in driving innovation has also been maturing.

The act of managing technology has also gone through waves of major innovation. This has led to major shifts. Keep reading to find out how we can apply technology to the process of ideation to help drive collaboration.


Guest post by Richard Hawes, Sr. Manager, Product Marketing - Executive Reporting and PPM products


Service Anywhere: Fixing real Service Desk functionality problems with innovation

serviceBased.gifAlakazam! I have worked for over twenty years with ticketing solutions and I wish I had a magic wand to solve some of the problems I have seen.


Unfortunately, the real world doesn’t work with magic wands and service desk changes have to be sent up an extensive chain of command and follow a precise regiment before they can be released.


There has to be a better way. And while it may not be a magic wand, we have turned conventional thinking about the service desk on its head. Keep reading to find out how one simple change can improve your service desk.


Guest post by Pete Budic, Functional Architect for Service Anywhere

6 Tips for a successful hybrid ITSM strategy

Hybrid ITSM Strategy.pngMany companies use a variety of cloud solutions or they are thinking about using cloud solutions as part of their strategy. This is true especially in the area of IT Service Management (ITSM) because they see a huge potential to deploy a cloud-based service desk.

But aspects like compliance, privacy policies, ISO standards or legal provisions prohibit innovation, quality intensification and IT cost reduction. They feel restricted from accomplishing the promises of cloud.

But there is a solution in sight. Keep reading to see what it is.


Guest post by Axel Himmelreich, Senior Consultant & Sales for IT Service Management and product expert for HP Software applications at SYSback AG 





Discover the power of the Big Data service desk

The big data service desk.PNGBig Data is so much more than a buzz word. Within IT Service Management, Big Data gives admins the power to quickly and easily understand what is happening in their environment—and act accordingly.


Customers are tired of hearing the “noise” around Big Data and they want to see some proof points of its benefits. At our upcoming webinar, we will have the opportunity for you to hear directly from a customer who has experienced the benefits first hand. Keep reading to see how you can join us.


Guest post by Kevin Leslie,

Director and business development manager for SPM in EMEA

Increase your situational brilliance with HP Configuration Management

Identifying IT dependencies has grown increasingly complex over the past few years. Thankfully, HP Configuration Management System is here to help you understand the complexities within your environment and ease the strain that they cause.


Keep reading to find out how to utilize it for yourself.

Does IT still need IT service catalogs? Part 2: Standalone service catalogs


Consumerization is impacting how IT systems need to deliver services to users. Users increasingly expect to easily and conveniently engage with corporate IT deprtments to order and consume IT services when they are at work - just like they do in their personal lives.


How should users order IT services?


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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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