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Using HP Service Manager inside and outside your IT

I know this will work.PNGOn the list of famous last words, I was sure mine would have made the list. While working on a recent project, it was suggested that we use HP Service Manager to automate a non-IT project.

 

Keep reading to find out how my “It is not intended for this purpose”, changed into “I am pretty sure this will work”. The journey to acceptance was quite an adventure and I encourage you to find out what happened.

 

 

 

Guest post by

Vadim Gordadze

Vice Head of ITSM Department

I-teco Bussiness Consulting

Is Self-Service or Self-Sufficiency the goal of the service desk?

Pop Quiz.jpgPop Quiz! Can you quickly tell me the difference between self-service and self-sufficiency? What is the strategic vision for your service desk customers?

 

Today I am breaking down this topic into terms that are easy to understand (and would hit you right in the wallet). Keep reading to find out what having twins has to do with your service desk.

 

Guest post by Mike Zuber, VP of Go-to Market Sales, HP Software

Walk the tightrope between IT ops and business needs: 3 insights to help you get started now

tightrope4.jpgHow do IT managers become savvier in regards to both technology and business in order to remain relevant in their organizations? A new article on SearchDataCenter offers some practical insights into becoming more proactive, communicating better and ensuring your short-term tactics are guided by a larger vision.

 

Guest Post by Sherry Ramm, ITSM Marketing Consultant

What’s everyone else doing? Trends in Service Catalog today and tomorrow

trends.jpgWhat are your current priorities? Most IT managers are evaluating the state of their current catalog and avoiding catalog sprawl.

 

What are the steps you are taking to rein the sprawl in and plan for future scalability? Keep reading to find out how to bring it all under control.

 

Guest Post by Sherry Ramm, ITSM Marketing Consultant

Would you like a “Get out of Jail Free Card”?

monopoly-board-game-how-r-008.jpgThere is a famous board game where one of the most prized cards to get is a “get out of jail free” card. For people who feel like they are stuck in ITSM jail, we have a free pass for you.

 

Keep reading to find out how to get yours!

 

Guest post by Mike Zuber, VP of Go-to Market Sales, HP Software

Have you outgrown freeware? Discover the next step!

outgrew freeware.PNGThe word “free” is one of my favorites! I jump for joy when I hear it, especially when it applies to getting something worthwhile for free—especially software.

 

But what happens when you outgrow the “free” version of a software? Are you forced to then make a large investment that you weren’t prepared to?

 

With Service Anywhere, you don’t have to make the difficult decision between “free” and a platform that actually fits. Keep reading to find out how you can get started with only 5 users and how it will grow with you.

 

Guest post by Mike Zuber, VP of Go-to Market Sales, HP Software

3 HP customers and 3 HP Service Manager case studies straight from the Turkey customer forum

SPM CF Istanbul 2014 (1).jpgIn an earlier blog post I announced the HP Software EMEA Customer Forum in Istanbul, Turkey, May 6-8. Today I want to take a look back and share a few summaries of customer case studies that were presented at the event.

 

All three HP ITSM case studies nicely demonstrate how HP Service Manager enables organizations to increase service quality and improves staff efficiency - be it by automating processes or introducing a self-service portal. Continue reading to learn from their experience.

Need to become a true IT Service Broker? Don’t miss these must-attend sessions at HP Discover

Discover Dreamworks floor.pngAre you looking for more information on how to transform into an IT Service Broker? HP Discover is the place to be to get the insights you need.

 

Keep reading to find out how to attend the event and how you can transform into an IT Service Broker with ease.

 

Guest post by Sherry Ramm, ITSM Marketing Consultant

Discover the secrets behind HP Service Anywhere in Las Vegas

fabulous_las_vegas.jpgLas Vegas will soon be even hotter. The excitement around HP Discover is about to boil over.  I look forward to the opportunity to connect with our customers and partners, catch up and better understand what is most pressing.

 

I am also looking forward to the Service and Portfolio Management (SPM) including ITSM presentations; both the keynotes and the deep-dive sessions. Keep reading to find out what is in store for you at this year’s event and how you can make the most of your time in Las Vegas. 

What’s new with HP Service Manager

Vivit 22May2014.pngRecently, in a Vivit webinar, Scott Knox and I discussed the latest HP Service Manager 9.3x innovations. We also provided an outlook to the next HP Service Manager release.

  

As part of this session we covered process designer, service request catalog, and mobile support as well as integrations with other HP solutions.

 

Keep reading to learn more about these developments and how they will help you.

5 steps to winning in the “age of the customer” when disruption is upon you

Forrester webcast screen shot.pngToday it takes a lot more to satisfy and keep your customers happy. CEOs believe technology is the number one priority in achieving this goal. In fact, they rate technology as the most important external force shaping the future of their enterprise.

This is the topic of an upcoming webinar, “Self-Service strategies that put service relationship management into hyperdrive”. Keep reading to find out how you can join us and learn how to jump to warp speed.

 

Guest Post by Sherry Ramm, ITSM Marketing consultant

4 IT self-service benefits made possible by a well-designed search architecture

Self Service Benefits.PNGThe IT self-service portal is the employee window into IT services and support. The effectiveness of the self-service portal is directly affected by the variety of self-service solutions it enables and the ability to easily find the right solution to a given problem.  

Organizations heavily invest in best of breed solutions such as knowledge platforms, internal social web-sites, service catalogs, portals and helpdesks. But the painful truth is that this kind of separation of responsibilities results in a reduction of usability and user satisfaction and lowers the chances of finding a solution for a given problem.

Having a sister two brothers and a wife, all employed by big corporates with large IT spend I hear many stories. Here is one…

The most innovative 6 minutes you will experience today!

End user self service.PNGHP Service Anywhere is revolutionizing the ITSM market. This SaaS-based platform offers new features and new capabilities that were previously unheard of in this space.

 

I want to share a new Service Anywhere video with you. It highlights my five favorite advancements within Service Anywhere. Keep reading to find out what they are and to watch the video for yourself.

 

Guest Post by Mike Zuber, VP of Go To Market

HP Service Manager – 10 (plus 1) of my favorites to look forward to at HP Discover

discover-zone.jpgHP Discover 2014 will begin in two weeks, (June 10 -12) and I couldn't be more excited.  Now is the time to begin planning your HP Discover week.

You have a lot to choose from, because there are more than 500 sessions you can attend. The session catalog and session scheduler on the HP Discover website enable you to register for the sessions of your choice.

Do you already know what sessions you plan to attend? Keep reading if you are interested in seeing what my top picks related to HP Service Manager are.

The IT charter: Staying relevant by maintaining a good reputation

“You can't build a reputation on what you are going to do. “Henry Ford

 

the dept of no.JPGIt is vital that your IT department has a solid reputation.  If it is believed that the only word your department knows is “no” then users will be less willing to work with you.

 

I recently found a great article that supports this point. Keep reading to find out how you can maintain your good reputation or improve it if your users have a negative view.

 

Guest Post by Sherry Ramm, ITSM Marketing consultant

PointClickCare discovered Service Anywhere- Now you can discover it too!

pointclickcare.JPGWhen PointClickCare was looking to improve their processes and add more automation, they decided to look for a new ITSM solution. As they searched for a SaaS-based solution, they found HP Service Anywhere. IT provided just what they were looking. With the Standard Change Management feature, PointClickCare automatically is allowed to triage 80 percent of the cases they receive. 

 

Service Anywhere is launching PointClickCare into the future of IT Service Management – can it do the same for you?  Join us at Discover Las Vegas where PointClickCare will share their story. Keep reading for more details as well as links to a related video and podcast.

Use the heat of “Hot Topic Analytics” to melt the snow bank you might be stuck in

Service Anywhere hot topic analytics.PNGThere are moments in my day, where I struggle to focus. The world is moving at a mile and minute and I am just struggling to hold on.

 

Then there are those moments when I am able to silence all the noise and truly focus. It is during this time that magic truly happens. This is exactly what happened during the creation of the newest version of Service Anywhere.  We created a service desk platform that is easy to use, easy to configure and easy to administer

 

Guest Post by Mike Zuber, VP of Go To Market

Why are you waiting to see the future when you can get started with only 5 users today?

5 is all you need.pngMost new technology or solutions go through a predictable adoption path regardless of how game changing they are.  You know the story, out of the gate earlier adopters stick their toe in the water and play with the solution.  It is often a very slow grind to get to a critical mass where clients line up for the opportunity to use the new solution.

 

Keep reading to find out what makes Service Anywhere different and why you can begin your journey with only 5 users.

 

Guest Post by Mike Zuber, VP of Go To Market

CIOs and Cloud Services – Reinventing the value of IT

ReinventingIT2.jpgOne of the hot topics of the day is how CIOs and their teams must take on a new role of forming partnerships with their business users to source the cloud applications they need to do their jobs. 

 

It is not feasible for CIOs to dictate and make demands to their business users. They need to find a way to maintain control while still meeting user demands. Keep reading to find out how this can be achieved.

 

Guest post by Sherry Ramm, ITSM Marketing Consultant

HP Propel World Cup ready to kick-off at HP Discover

GOOOOAAAAALLLL!!

 

The HP Propel World Cup is kicking off at HP Discover. If you are struggling with multi-supplier management, IT as a service broker or meeting increasing UX demands, I encourage you to take part.

 

Keep reading to find out when the events are and how you can take part. 

propel-t-shirt-2.png

Great user experience is (everything but) magic. What does it take to create an outstanding UX?

magic.jpgI recently had a wonderful dream. It involved the creation of an exciting user experience that was both simple and friendly. It was created quickly and without problems—truly a dream situation.

 

When I woke, I realized that it was truly just that—a dream. In reality it is quite stressful to be a UX designer.  Keep reading to find out what goes into creating a magical UX and what it means for users.

 

Guest post by Noa Danon, HP Software IT Operations Management

A new star is born - winners of the HP Software Shining Star Award

I just returned from the HP Software Customer Forum in Istanbul, Turkey, May 6-8. It was three days packed with customer presentations, panel discussions, a lot of networking and information sharing - it was a great customer experience.

 

The first customer forum day ended with an award ceremony. HP customers, who have demonstrated exemplary use of HP Service and Portfolio Management solutions and are delivering significant value and impact to their business, received the HP Software Shining Star Award.

 

Read on and see who these customers are, and to learn about their achievements.

The art of making IT Service Modeling simple – part 2

IT Services as trees.pngService modeling is vital for your organization to understand how to model services and concentrate on the “what” rather than the “how”.

 

Now the next question is to decide what modeling style to choose.  Today we are looking at how easy it is to understand service modeling in a tree format. Services modeled as trees are easier to read, create and understand by us mere mortals), because the human brain can easily detect and understand the UI tree. 

 

Using a ‘well-defined tree model’ modeling approach saves time on modeling, viewing and integrating with other products. Once we start modeling the services in our organization, using the well-defined model, and trying (as much as possible) to model these services in a tree concept, we start running into a few questions. Keep reading to find out what these common questions are and how to answer them.

Self-service strategies that put service relationship management into hyperdrive

Forrester webcast screen shot.pngBusiness is facing demands to consume and obtain business and technology services in new ways over the next decade. At the fore-front of these changes is the “self-service revolution”.

 

Keep reading to find out how you put relationship management into hyperdrive with the proper self-service strategies.

Confessions of a [former] shadow IT violator

Girl out of shadow.jpgI have a confession to make, I have contributed to the Shadow IT problem. I didn’t mean to, but it was so tempting to simply buy what I wanted and not think about the repercussions. But now there’s a better way…  

 

I recently found out how wide-spread the Shadow IT issue is and what department tends to have the most offenses. Keep reading to find out if you are a culprit and IT can easily shift to diffuse the problem.

 

Guest post by Sherry Ramm, ITSM Marketing Consultant

*Agility* named top priority by HP Software user group in recent webcast

Propel Vivit 1.pngDo you ever wonder if you feel the same pain as other IT professionals? According to IT attendees of a recent Vivit webinar, they have the same challenges and are in the same boat.

 

Keep reading to learn the live survey results from the webinar and how you can still watch the presentation.

 

Guest post by Sherry Ramm, ITSM Marketing Consultant

Executive IT Perspectives: Continuing the conversation on service brokerage and catalog sprawl

joseph Kim.jpgI recently sat down with Joseph Kim, Business Leader for HP Propel. Today I want to share the rest of our conversation where we discuss the history of catalog consolidation in the marketplace and what makes HP Propel different. 

 

Keep reading to see what he has to say about the future of catalog sprawl reduction and how HP Propel breaks the mold.

 

Guest post by Sherry Ramm, ITSM marketing consultant

Join us in London at the IT Service Management and Support Show (SITS’14)

SITS V4.jpgIt’s that time of year again - when ITSM professionals descend on Earls Court in London for SITS, the UK’s leading IT Service Management and Support Event. HP will be there and we will be showcasing HP Service Anywhere, along with all our Service and Portfolio Management (SPM) solutions.  

 

Keep reading for all the details on this April 29-30, 2014 event, and start planning your visit to Earls Court.  

Confused by request management vs. incident management? Don’t be!

PeteHeadshot.JPGThe goal of IT Service Management (ITSM) is to make your life easier. You want to quickly provision users and services and then continue with your day. Unfortunately, there is some confusion within ITSM users about the differences between service request management and Incident management.

 

Have you experienced this confusion? Are you unsure about the definition and responsibilities of each? Let me provide you a guiding hand out of the fog. Keep reading to better understand these two processes.

 

Guest post by Pete Budic, HP R&D Functional Architect

Executive IT Perspectives: Service brokerage and solving catalog sprawl

joseph Kim.jpgI recently sat down with Joseph Kim, Business Leader for HP Propel to discuss what makes him passionate about this
product and how it is situated to help solve the problems associated with IT vendor sprawl and service demand.

 

Keep reading to find out what he has to say about some of the hottest topics within IT and why it is so important to get containment on IT catalog sprawl.

 

Guest post by Sherry Ramm, ITSM Marketing Consultant

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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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