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Jazz up your September with the newest release of HP Service Anywhere!

ess portal.pngThe HP Service Anywhere September release delivers significant new capabilities for shared service environments which are required by managed service providers (MSP) and IT organizations that effectively act as service providers.


Plus more big data benefits, more social capabilities, non IT support, and application portfolio management, ... to just name a few.


Keep reading for some snappy muscial history AND to find out more about the September release of Service Anywhere.

Your introduction to Service Manager’s Certificate Management Tool. How will it help you?

When using HP Service Manager (SM) service desk software, a lot of customers utilize Trusted Sign-On (TSO), Common Access Card (CAC), and F5 hardware load balancer deployed between SM client and SM RTE server. To accomplish this, two things need to be done, certificate generation and configuration.


Keep reading to find out how the R&D team have made it easier to generate these certificates.


Guest post by Zhang Yu-Yuan (Peter, SM CORD CAT)

Big Data or Smart ITSM ? What are your thoughts?



The service desk, as many of us know it, is at a crossroads. Specifically, service desks need to dramatically change their current approach to incident and problem management.


Many IT organizations are fighting a losing battle against growing IT complexity. As cloud services, devices, and data proliferate, it’s often difficult for IT to even get a grip on what it’s managing— much less resolve problems efficiently. These trends inevitably converge and a big mess lands on the service desk when something isn’t working.


Keep reading to find out the role that ITSM and the service desk play in this complex world.

The future of IT Service Management in the digital enterprise

The future of IT Service Management.PNGEnterprise Management Associates has recently released their report, What is the Future of IT Service Management? The report details the evolution of ITSM.


Keep reading to find out more from the report and to see an infographic that compiles it all.


Guest post by Elaine Korn

SaaS Service Desks: Ovum’s Assessment of HP Service Anywhere

end-user-ss.pngAs part of an upcoming review of SaaS Service Desks, Ovum has reviewed HP Service Anywhere. While the full report hasn’t been released yet, you can read Ovum’s assessment of Service Anywhere’s SWOT (strengths, weaknesses, opportunities, and threats).


Don’t just take my word for it. Keep reading to find out what Ovum said.

HP Service Manager 9.40 certified by PinkVERIFY and ITIL

Pink2.jpgService Manager 9.4 is now certified on PinkVERIFY and ITIL 2011.


Read for more details.

Tags: ITIL| ITSM| pink

What do you do when an integration performance issue happens? Do not rush to check code!

Overview of BSM-SM integration.PNGEnterprise business is becoming more and more complex. You can no longer expect a single software to meet all of your requirements. Instead, several software products working together to provide mutual complementary functions is a proven successful solution.


But what should you do when you experience a performance issue with this software partnership? Keep reading to find out how you can uncover the true causes of some issues. (Here’s a hint: Don’t rush to check the code.)


Guest post by Xin-Shan Sun (Gary, SPM CORD Service Manager CAT)

Americas ITSM Summit - The Magic Continues in the Emerald City

seattle.jpgAre you interested in hearing about how IT teams are leveraging big data analytics to improve service desk staff efficiency and their service quality? Have you been thinking of moving to a SaaS service desk, along with the benefits customers have attained? Or maybe you have heard how IT organizations are moving to being an IT service broker, and want to find out more?

Picking up and setting ITSM trends

ITSM finger.PNGBig data, social collaboration, mobility and cloud are among the key trends influencing ITSM according to industry analysts. When it comes to these trends there are two questions: How do HP ITSM solutions embody these trends, and how do they even set new trends?


Follow Axel Himmelreich, Sales & Business Development at SYSback AG, as he discusses these questions based on latest HP Service Manager and HP Service Anywhere capabilities.


Guest post by Axel Himmelreich, Sales & Business Development, SYSback AG

Bridge your Core and Fluid IT! HP Propel 2.0 – now shipping!


More and more of our customers are telling us that in their organizations there are two versions of IT: Core and Fluid. By saying this, they are confirming what Gartner has identified as bi-modal IT. Our customers also report that they are on their way to finally establishing a real provider-consumer relationship.


Keep reading to find out how the new version of HP Propel 2.0 encourages the growth of this special relationship.



Image from Pearl Zhu: CIO's Digital Dilemma


Reaching toward Zero Incidents with HP Service Anywhere

Linus Linder.jpg“No IT Service Management” - Imagine that your service desk does not receive any incidents. Imagine all service requests automatically solved based on rules—even before your users realize that they have a request.


Does this sound interesting? Keep reading if you would like to learn about how FARO is approaching this vision.


Guest post by Linus Linder, Director Information Technology at FARO Europe GmbH & Co. KG

Trends in IT Service Management: What does the future hold?

ITSM Clouds.PNGA recent survey in North America and Western Europe shows clear trends for solutions for IT Service Management (ITSM). In this survey, 270 IT staff were asked about their experience in ITSM as well as their assessment of future development.


Keep reading to find out the results of the survey and to compare how you align.


Guest post by Axel Himmelreich, Senior Consultant & Sales for IT Service Management, Sysback AG

IT’s all about experience! Give your users a Systems of Engagement

Enterprise IT is known for having lots of applications. In most cases, a typical IT department does not know exactly how many apps they have.


Keep reading to understand how IT can give end users the experience they are looking for and easily maintain applications.



Back to the future with ITSM: What can we learn from the past?

back to the future.jpgTransforming IT service management is a journey. And migrating from multiple tools to a single system without disruption is a real challenge. As Dr. Emmett Brown said in Back to the Future II: “Roads? Where we're going, we don't need roads.”


In this article I invite you to hop into my DeLorean with me and get some insights into how we have successfully mastered this journey and what the next steps are.


Guest post by Frank Eck, Head of Fault to Restoration (F2R), T-Systems


Image courtesy of  MsSaraKelly (Back to the Future by Graffiti Life) [CC BY 2.0], via Wikimedia Commons


7 Trends for the Future of ITSM Webinar

7 trends.pngWhat does the future of ITSM hold in store for service desk teams and IT practitioners? What is the impact of DevOps, automation, service brokerage, analytics, self-service, and mobility? What about simple demographics?


Featuring Dennis Nils Drogseth from Enterprise Management Associates (EMA), please join this live InformationWeek webinar on July 23 to learn more about seven key trends shaping the future of ITSM.



Service Anywhere: Continuous Innovations

INNOVATION.jpgA few weeks ago, I wrote a post about how the Service Anywhere team is committed to providing innovative solutions to customer pain points.  In that post, I described our new Routing Definitions feature, which provides a visual approach to automatically assigning a group to a ticket. So, it makes me happy to be back so soon to tell you about the new functionality that we are introducing around this feature.


Read on to see the new innovations!


Guest post by Pete Budic, Functional Architect for Service Anywhere

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.

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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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