IT Service Management Blog
Follow information regarding IT Service Management via this blog.

Turkish ITSM Observations

Last month, HP hosted an ITSM customer event in Istanbul. A couple of initial observations, Istanbul is a long ways from Colorado (where I reside), Istanbul is a really big city, and Turkish coffee isn’t exactly what you might expect. More on that later.

Customers and partners from Europe and the Middle East participated, and a number of case studies were presented. From these and hallway conversations, I have a few more observations. First, there are lots of organizations and companies that are now acting as managed service providers – which you would never expect through their names. One example, a company specifically formed to provide IT services to a group of commonly owned banks. Another company that was formed as a joint venture of a government agency and a more traditional managed service provider (MSP) to provide IT services back to that government. On my last trip to Europe last fall, I was also struck by the number and amount of multi-sourcing. An example could be an organization where a help desk has been outsourced to provider X, network services to provider Y, and servers to provider Z. IT had then been consolidated and took care of the rest. I don’t know if there is more of this going on “across the pond” than here in the US, but my limited experience would say yes.

Another observation came from a handful of Middle East HP and partner experiences. This involves a generalized best practice for implementing an enterprise grade service desk (HP Service Manager) in smaller environments (say 20-40 seats). The general concept is pretty straight forward and reflects a recent post from Yvonne Bentley on “Mass Customization”. The idea is to leverage the built-in best practices of Service Manager as much as possible – recognizing that all organizations will need some amount of customization, but sticking as close to the out-of-the-box processes as much as possible. This whole idea is as much about the processes being implemented as the tools that support them, and it is right in line with the pragmatic ITSM topics that I’ve previously written about.

The last observation is the worldwide acceptance of ITIL as a process best practice foundation. You would expect this from an English or Dutch company, but it was arguably the unifying theme of the event (not that surprising I guess). This was further reinforced by a recent customer discussion I recently had - where the customer was a utility company from Central America and was very steeped in and committed to ITIL. And I sense more pragmatism than dogma as there are different flavors from number of processes adopted to the amount of process consolidation.

Speaking of flavor let me go back to the Turkish coffee. First, I think that more people drank tea than coffee in Istanbul. More to the point, I brought back a couple of packages of Turkish coffee. When I opened the first one up, my first reaction was “now what do I do with this”. It is actually a powder. It didn’t work in our espresso machine and I didn’t really care for the results of a French Press. It kind of sounds complicated – sort of like ITSM or ITIL. Ah, the power of the internet and searching. Turns out that making Turkish coffee isn’t that hard after all. Sort of like ...

Chuck Darst

Showing results for 
Search instead for 
Do you mean 
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.
  • 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.
HP Blog

HP Software Solutions Blog


Follow Us
The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.