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Dear Santa: Making a list and checking it twice is EASY with CMS

Santa-list.jpgDo you want to learn how to reduce the discovery and integration challenges for service delivery in your organization?

 

From a CMS vantage point, it’s important to understand that service delivery can “consume” data in a variety of ways. Discovery and integration play a key role in this.

 

Keep reading to learn how the SACM integration of HP UCMDB and HP Universal Discovery with HP’s Service Anywhere can make your life easier.

What’s New in HP Service Manager (SM) 9.32: Process Designer Help Desk and Codeless Configuration

HP SM 9.3.pngOne of the most important evolutions in HP Service Manager (since 9.30) has been our steady progress toward a codeless system. We've taken another large step toward this goal with our recent release of HP Service Manager 9.32 and Process Designer for Help Desk. You now have the ability to use  codeless configuration  for the three help desk processes in HP Service Manager: Service Desk, Incident Management and Problem Management. 

 

Keep reading to find out why we are so excited about codeless configuration and what it means for you!

 

 

My impressions from the HP EMEA ITSM Customer Forum in Berlin this week

In my previous blog post you have probably read about this customer forum, and some of you have been there I guess. Last Tuesday was the first of three customer forum days packed with excellent presentations and discussions. I had the pleasure to moderate the Tuesday, solely focused on ITSM. Here are my observations and summary of this day.

Tired of an ever increasing deficit? Come to Washington DC and see how Asset Management can help you be more fiscally responsible!

 


HP Software Universe is in Washington DC this June!  Could there be a better venue to hear how you can reduce the cost of your IT assets and provide better services to your customer?  Maybe members of congress can join us and learn something too!  


 


This years Asset Management presentations are going to be impressive.  I can attest to that because I am the track manager for Asset Management and I just finished reviewing all the presentations. Four of the six discussions will be presented by a customer or partner, and two will be presented by HP software experts.   There’s a variety of topics including Software Asset Manager (SAM), Service Asset and Configuration Management (SACM), managing assets in a virtualized IT environment and discovery teaching, just to mention a few.


 


I’ll give you a little more insight.  One of the presentations is about software asset management and will feature a large healthcare company that saved lots of money by implementing asset management to control software licenses   They had been audited by a large software vendor (you can guess who, I’m sure) and were surprised when they found out they needed to pay millions of dollars due to under licensing!!  Unfortunately many companies are experiencing the same dynamic because software vendors are now taking the opportunity to collect additional revenue from accounts especially when they see flags such as mergers and divestitures or any other business change.


 


Another customer, a large insurance company, will present their software integration strategy around Service Asset and Configuration Management.  They go into detail about the challenges they had and how they overcame them to create an ‘On Demand’ IT organization.   They are still evolving but they’ve done some remarkable things…


 


Check out the web site at   https://www.hpsoftwareuniverse2010.com/event/ .  If you’re thinking about implementing asset management and want some helpful information, register for SWU and come to Washington in June!

Blue Cross Blue Shield of Florida shares their solution to managing IT assets in a complex virtualized environment

Victor Miller, an IT Senior Manager at Blue Cross Blue Shield (BCBS) of Florida provided a great presentation April 27th about managing IT assets in a complex virtualized environment from the context of Service Asset and Configuration Management (SACM).  Many customers attended, representing various business segments such as retail, global delivery services, entertainment, financial, food services, and software solution consulting.  Their job descriptions ranged from C-level executives, Vice Presidents, Directors, and Lines of Business Managers.


 


Victor described his main business challenges as tracking IT assets and related configuration components from multiple sources of record, and managing software assets deployed in both physical and virtual environments. He talked about each challenge in detail and described the evolution from where they were to where they are today, and how they addressed those opportunities.  He focused much of the presentation on the challenges virtualization brings through server sprawl, identification, software licensing and compliance. Next he talked about how they integrated ITAM and CM processes through SACM and the challenges of adding virtualization into the SACM solution.   His evolutionary goal:  provide on-demand provisioning.


 


Most of the customers attending still use manual processes, such as spreadsheets, to manage hardware and software assets.  Over 50% don’t track virtual IT at all.  That was an eye opener to me especially with all the major software vendors threatening audits every year!  What do you think?


 


The webinar was recorded and is definitely worth listening to.  You can access it at https://h30406.www3.hp.com/campaigns/2010/events/1-8K6H1/index.php?rtc=3-3ER0SYB&jumpid=ex_r11374_us/en/large/eb/vanity_april27_virtualization_wave_sdr_ptr/rtc_3-3ER0SYB/20100310.

CMS Use Cases On Parade At HP Software Universe

In my last few posts I talked about the need to focus on use cases.  Over many years I have learned that the number one thing people want to hear about is as follows:  "what is my peer down the street (or across the ocean) doing about similar problems".


Being the track manager for the Configuration Management System (CMS) track at HP Software Universe in Washington D.C. (June 2010), I just completed scheduling a number of great presentations that represent real world use cases and implementation outcomes.   The CMS track at Universe this year highlights a number of great case studies of what real customers - facing real challenges - at very  large and complex companies - are doing around CMS related initiatives.  What follows is a quick summary of customer centric use cases that will be on stage for the CMS track at Universe this summer.


Turkcell, one of the largest mobile phone companies in Europe, will be on stage addressing how they are creating an integrated IT environment capable of supporting a broad range of IT processes including Asset Management, Configuration Management, Change Management and Problem Management.  Elements being integrated include IBM Maximo, HP Business Service Management (BSM) solutions, the HP Universal CMDB and HP Discovery and Dependency Mapping.


An HP partner, Linium L.L.C., will be walking through the work they have done for a major retailer in the US.  The focus of this case study is around the implementation of a Change and Release Management solution that brought together HP Server Automation, HP Release Control, HP Service Manager and the HP Universal CMDB.  


Melillo Consulting is working with a large company to integrate several of our BSM solutions with our HP Client Automation Center to implement an Incident, Change, Problem and Request Management solution.


Elegasi, another partner, is working with a large Financial Services company to help them effectively manage the cost of licenses associated with virtualized infrastructure.   The session will highlight how Discovery and Dependency Mapping, the Universal CMDB, and HP Asset Manager can work together to help address license compliance and cost management for virtualized infrastructures.


Finally, our HP Professional Services team is implementing a Service Asset and Configuration Management solution for a major Telecom company.  They'll be addressing the work they have done to integrate UCMDB and Asset Manager and talking about where they are going next in terms of integrating Service Manager. 


When I consider all of the sessions being put together across other tracks as well - I know that there are many more customer or partner delivered sessions that focus on integrated solutions.  In many of these, the UCMDB is a central component of the solution that will be represented on stage.  If you are interested in going to Universe and have not yet registered, I invite  you to get $100 off the entry price by entering the promotion code INSIDER when you register.  Feel free to pass this promotion code on to others.  Hope to see you in Washington this summer.  Cheers!

Meet The Experts: A series of webinars on managing a virtualized IT environment

HP recently sponsored a series of virtualization roundtables, run by CIO magazine, titled "What your team's not telling you about virtualization". Over the course of these virtualization roundtables, we heard from more than 100 IT executives (C-Level, VP…) about what’s on their minds regarding the management challenges around virtualization. They were very interactive discussions between the HP speakers and the customers, and regardless of the industry or city they were in, a set of common needs were expressed by these IT executives, including the need to:


• Automate change across physical and virtual environments that make up the business service


 • Become more cost efficient


• Increase IT operations efficiency and delivering high-quality services


• Better enable business continuity and compliance


• Manage asset and software entitlements, contracts and deployments


• Learn from their peers and from HP about the best practices around virtualization


 As a result of this feedback, we scheduled an April web event series (six one-hour virtual discussions) that drills down to answer these common needs. They are called the ‘Meet the Experts’ presentations where virtualization experts discuss best practices. Some of the speakers are from HP, some are customers. The dates and topics are:


 • April 13 - Optimizing service modeling, discovery, and monitoring for VMware environments


 • April 14 - Protecting Virtualized Environments from Disaster with HP Data Protector •


 April 21 - Testing Smarter and Faster with Virtualization


• April 22 - Improve customer satisfaction and maintain service levels in virtualized environments


• April 27- BCBS of Florida builds a foundation for virtualization with HP Asset Manager


• April 29 - Virtualization: Compliance enforcement in a virtualized world


If you are interested in listening to any of these presentations you can attend by registering at: https://h30406.www3.hp.com/campaigns/2010/events/1-8K6H1/index.php?rtc=3-3ERQKL8&jumpid=ex_r11374_us/en/large/eb/adv3_virtualization_wave_sdr_ptr/rtc_3-3ERQKL8/20100310.  I think they will be interesting and insightful if you want to learn more about how to manage a virtualized environment!


 

How important is Services Asset and Configuration Management (SACM)?


One of HP's enterprise customers thinks it’s important!  This large insurance company has consolidated their asset management, human resource, and configuration management system data to calculate inventory data reports for several departments. They are looking at SACM from different perspectives and ensuring that the data accuracy and calculations are consistent between the different views. I don’t think this company is alone.  Companies seem to be increasingly challenged by the complexity of their IT environment and are looking for better ways to manage control of their infrastructure.


 


The ITILv3 definition of Service Access and Configuration Management is:


- The SACM process manages the service assets in order to support the other Service Management processes.


- SACM objective is to define and control the components of services and infrastructure and maintain accurate configuration information on the historical, planned and current state of the services and infrastructure.


 


It’s vital to provide integrated, accurate and current data across IT and it requires rigorous processes to achieve this federation of data. A goal of SACM is to establish Asset Manager as the reference source of assets from the point assets are procured to the time they are retired. But what’s best method of federating data?  


 


HP’s Asset Manager integrates with the UCMDB to automate the ITSM process without requiring a monolithic repository and it ensures all hardware and software assets supporting business services are effectively managed.  It also provides a clear illustration of dynamic enrichment of CI by federating attributes from an external authoritative source of data.


 


Is your company tangled up in confusing asset reports and CMDB's?  Is your data federated across your IT environment?  I want to know your thoughts...

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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 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: @MaryRasmussen_
  • 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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