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HP Service Manager 9.34: Integrated Change Calendar

calendar image.jpgSince HP Service Manager (SM) is designed to enable high-value best practices,

in SM 9.34 we will ship a powerful new native change calendar capability. 



The cool part of SM 9.34’s new calendar capability is that it is a fully integrated calendar – its usefulness is not just limited to the SM Change Management module.  In SM 9.34, you can use this new calendar within other SM modules as well.  Read all about it.

HP ITSM Insider Dispatch: Service Manager UX Transformation a la Cinderella (Bippity Boppity Boo!)

CinderellaRedesign.pngFollow the tale of the HP Service Manager Web Client – a beauty dressed in drab clothing, as she emerges shiny and new for the entire world to see.  Is she like Cinderella?  Learn more about the stylistic enhancements up our sleeve and see for yourself.

The new HP ITSM Deployment Manager will shorten your on premise software deployment

Who cares about the cost and effort involved to completely address the ITSM solution deployment concerns such as the high complexity of the corporate computing environment, the need for precise execution of implementation steps, and expertise required to handle implementation issues?   We do and that’s why we are introducing HP ITSM Deployment Manager, a new offering aimed to shorten time to value (TTV) and reduce total cost of ownership (TCO). This tool is FREE and ready to change the way you conduct HP ITSM on premise software deployments!

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.

HP ITSM Insider Dispatch: How to Troubleshoot JGroups-related Issues

JGroups plays a very important role in HP Service Manager (SM). SM relies on JGroups to build a software cluster. With the software cluster in place, SM Server is able to evenly forward requests it receives from the SM load balancer (SMLB) in order to keep the load on each connected node in balance.  In this article, we will review steps you can take to keep your JGroups implementation healthy and productive.  Specifically, you will learn how to:  implement JGroups in a way that minimizes potential issues; interpret symptoms so you know if you have a JGroup issue; understand common causes of trouble; and perform troubleshooting steps.  Read on to get more details on all of these topics.

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.

HP ITSM Insider Dispatch: How Attachment Handling in Service Manager 9.33 Adds to Ease of Use

HP Service Manager 9.33 has introduced a redesigned Attachment Handling feature that increases ease of use.  Improvements made to the attachment widget include viewing important attachment-related information at the record level, handling multiple files and dealing with files in a batch mode.  Other improvements include tracking progress of the attachment upload, validation and control of the attachment size prior to upload, and performance improvements.  Read on to understand exactly what has been improved and how. 

The HP Service Anywhere March 2014 Release Now Available

lowres.JPGIt was just 3 months ago when the new HP Service Anywhere came to market – and here we are again with another release packed with enhancements and new value for our customers. This March 2014 release offers users a new visualization across their IT landscape, and puts an even greater level of connected intelligence at the fingertips of the users and end users for faster, proactive problem solving.


Read on for a glimpse of a few of the enhancements and benefits delivered in this new release.  I think you will agree with the reaction I heard from a current customer: “This is a very impressive upgrade!”  


USS Enterprise ITSM -- Conquering your big data

star trek.jpgDo you have any idea what 23174611 is? (Did you already cheat and look it up?)


I have an interesting idea that this number has something to do with ITSM.  Keep reading to see how I link this magic number to upcoming hot news for ITSM Service Management.

10 recommendations for improving your service desk

iStock_000019682203XSmall.jpgRecently, we got together for a short discussion on a Gartner research note, “Top 10 IT Service Management Next Practices”. We discussed some of the notable points from the report.   


Continue reading to find out what we had to say during our  Google+ Hangout on how service orientation and the right set of key performance indicators can help you make a difference with your service desk.

Service Anywhere - Attend an event or go straight for the free trial - the choice is yours!

saw.PNGPeople call and email me all the time – wanting to know more about HP Service Anywhere.  The easiest way to learn more is by  attending  an online event (or watching a replay).  The more adventurous  ITSM users may prefer to skip the events, and go straight for the free 30-day trial to test drive. 


Read on for more details !!! and then decide what works best for you.  I'll be adding events to this blog until we head to Las Vegas for HP Discover in June, so check back frequently for new postings.

How to bring chaos under control in the Wild West of vendor sprawl

WildWest3.jpgIt is a lawless, wilderness out there! There are more vendors than ever before for your company, if you don’t get control of them they will stampede over you.


Keep reading to find out how you can get control of this “Wild” environment. Get your lasso ready, it is going to be a wild ride.


Guest post by Sherry Ramm, ITSM Marketing Consultant

What's Hot in the ITSM Industry

death valley.jpg

Wrapping up Pink14


We had a great time at Pink14 earlier this week. I always enjoy getting to talk to a variety of people across the industry and get their take on what’s hot in the ITSM/ITIL industry.






                               Speaking of Hot,

                               Death Valley, CA

                               Just a few hours

                               drive from the lovely

                               Bellagio and Pink14

                               hit 129F last summer


Labels: ITIL| ITSM| SaaS

Save the date for the upcoming HP Software EMEA Customer Forum

Istanbul.pngCan you believe that it almost March? It is amazing how fast time flies! Because time moves so fast, I recommend that you take the time today to save the date for the next HP Software EMEA Customer Forum in Istanbul, Turkey on May 6-8.


Keep reading to discover what you will learn from attending the forum. This is also your opportunity to learn how to share your story at the customer forum.

Introducing HP Service Manager 9.33: The Best HP ITSM User Experience Yet

Service manager picture.jpgWe are proud to introduce HP Service Manager 9.33. In this newly updated version of HP Service Manager, we’ve included a wide array of customer enhancements to improve user experience and increase convenience. We’d like to take the time to present these new features and discuss how they benefit your user experience.

How do I find my service management needle in the organizational haystack?

hay.jpgAs IT management systems begin to adopt a model-based approach to ticket creation, a new problem has been created. IT staff are spending valuable time searching for the correct model. This process adds complexity instead of easing workloads.


I have some ideas on how to improve this process. Keep reading to find out how we can make it easier for them to find the “needle in the haystack” when looking for the right model.


Guest post by Hagar Dinur, HPSW IT Operations Mgmt

The art of making IT Service Modeling simple

service modeling graph.pngDo the words” Service Modeling” send shivers down your spine? This is an understandable response. There are multitudes of possible choices your organization can make. There is always fear surrounding making the wrong choice.  What are the long term impacts of choosing incorrectly?


I am here to let you know that you don’t have to fear Service Modeling. If you take your time and develop a concise model, you can focus on the services instead of how to identify them.

HP Discover Barcelona 2013: what you missed from the ITSM insider

HHP discover.JPGP Discover was an amazing opportunity to get your questions about IT Service Management answered and to hear about the latest announcements from the team.


If you were unable to attend the event, you are in luck. This blog will give you a review of what was announced at the event and will let you know where you can learn more.


The ITSM trilogy of HP Discover

Bilbo crop.jpgI am not sure if being the ITSM movie guy is a good thing or not, but based on the number of you that read my blog I have to assume that you like the format. Therefore, keep reading to see how I link a trailer for one of the hottest movie franchises to hot news coming up at HP Discover.

IT Service Management in a hybrid, multi-sourced world

Brighttalk Dec5.jpg

Earlier today Felix Fernandez and I hosted a webinar on IT Service Management in a hybrid, multi-sourced world.


As promised, we had some good questions that we wanted to further address. And, a pdf of the slides is also attached.


Labels: Cloud| ITSM

HP Discover, ITSM and you

Discover 2013 Barcelona Banner.jpgThere are only a few days left until what is anticipated to be the largest HP event in EMEA ever. HP Discover in Barcelona will open its doors on December 10 and I hope to see you there.


In this post I want to share a short update on SPM (Service Portfolio Management) at HP Discover and what you specifically can expect in terms of sessions, demos and discussion forums with a focus on IT Service Management (ITSM) and Project and Portfolio Management (PPM).

IT Service Management with Multiple Supplier Integration (MSI): why governance is key for success

integration.jpgThere is a new trend for enterprises to switch from outsourcing their IT services to a single supplier to contracting with multiple IT suppliers. This switch from one to multiple suppliers brings many benefits that were not available before. But, just like anything else, with the positive comes the negative. If not managed properly, an enterprise could end up facing more problems and risks than they faced before the switch.


The solution to effectively integrating multiple suppliers for your enterprise lies in a strong and unified governance framekwork. Keep reading to learn more.

HP Discover Special Interest Groups (SIGs): Help shape the future

We want you to help shape the future with us! Read on for more information on all of the Special Interest Groups we'll be hosting at HP Discover. Don't miss the opportunity to be our design partner for a day or join us on the Customer Support Journey to Excellence....

Profit from big data, empower your users and transform your service desk

Innovative ESS.pngIT organizations have always been under pressure. This is often a result of new trends that in most (if not all cases) were triggered, driven and controlled by IT. These trends are often disruptive.


Think about the big move from mainframes to client-server environments, or the introduction of virtualization leading to the cloud. Now there is a new disruption ahead, this time it is coming from users. Employees are looking to utilize the latest trends and technologies like BYOD and mobility. These employees confront IT with a change in behavior and expectations.


To stay in the driver’s seat and benefit from the innovative power of such a change, IT organizations should embrace this behavior and adapt social media communication to their service desk.

HP Service Anywhere will be at Discover Barcelona, Spain Dec 10-12, 2013 - will you?

iStock_000006401124XSmall.jpgHP Discover Barcelona registration is open.   This year’s conference is featuring hundreds of sessions focused on the hottest topics in the industry today like Big Data, Converged Cloud, Mobility, Security, Risk Management and more.   


There are several HP Service Anywhere sessions including a very exciting Special Interest Group session - "Design Partner for a Day - Contributing to the HP Service Anywhere Vision"

Win an HP Envy at the itSMF UK Conference next week

iStock_000001991460XSmall.jpgFor the 22nd time itSMF UK Conference And Exhibition, ITSM13 will take place November 4-5 at the International Convention Centre in Birmingham, England. Beside the ten reasons to attend from the above conference web site I would like to highlight a few more very specific to HP IT Service Management (ITSM).

First, you will have a chance to win one of two HP Envys. Second, at the HP booth with reception desk and two demo stations you can see the latest HP ITSM solutions in action and chat with experts.

Increase service desk performance: How to improve first call resolution

bullseye.jpgWhen a customer makes a service desk call, they are looking for a solution that immediately addresses their issue to enable them to be productive again. They want their issue resolved during a single call.  They do not want to call in again.


This key customer connection and incident resolution is known as “first call resolution”. The percentage of issues solved during this initial interaction is an important benchmark. But what is an acceptable percentage for first call resolution? And how can you improve yours?  Keep reading to find out. 

Fusion 13 – ITSM Arrives in Nashville

The exhibit hall was hopping last night for the opening reception of the Fusion 13 conference. The organizers told me they were expecting almost 1600 people (attendees and vendors), which is a lot of ITSM people in one location!20131020_191329_resized.jpg


I’m at booth #504 with the HP contingent, and we are showing HP Service Manager, HP Service Anywhere, and the new VISPEL  training offer from our Educational Services team.

Keep reading to find out how much fun we are having.



Labels: FUSION13| ITSM

36 reasons to upgrade to HP Service Manager 9.3!

Stats.pngThere have been a couple of recent blog posts and videos about HP Service Manager 9.3x that provide some good summaries on what you can expect in terms of capabilities, functionality and benefits.


But why should you move to Service Manager 9.3? Is it because of a specific, new functionality? How long does it take to upgrade? What are the improvements and benefits you can gain after the upgrade? Read on to get some perspectives from your industry peers on this topic.

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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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