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HP ITSM Insider Dispatch: Customer Success with HP Service Manager Process Designer for HelpDesk

See how a Fortune 500 public utility based in the U.S. had success tailoring their Service Desk and Incident Management processes in just one week using the codeless configuration capabilities in HP Service Manager Process Designer for HelpDesk.

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!”  


5 ideas to hit the ground running with HP Service Anywhere using education

HP Run.jpgHP Service Anywhere with Social Insight and big data capability can dramatically reduce the number of tickets into IT and better align IT with the business. As with any new deployment, you’ll want to know how to achieve value quickly.


One of the best ways to do this is through education. In this blog I suggest five steps to get your team ready to hit the ground running. Keep reading to find out these steps you should take.


Guest post by Tina Sturgis, HP Software global marketing lead for education

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. 

Join us for a sneak peek of HP Service Anywhere

Vivit logo.jpgWhether you are considering moving to a SaaS service desk or simply curious as to what's new in the next release of HP Service Anywhere, you won't want to miss this event.


Keep reading to find out the enhancements we will be talking about and how you can attend.

Labels: SaaS| service desk

Agility, mobility and user-centric IT: new release of HP Service Manager (SM) 9.32 is now available

chuck and Scott.pngAnnouncing our latest release: HP Service Manager 9.32. Designed with you in mind,  read on to discover the latest features and enhancements to move even further towards a codeless system,  stay connected on the go and improve the efficiency of your ITSM operations, all while improving time to value.

Web Event: The Power to Change (it's no ordinary virtual event)

cloudpeople.PNGThe Power to Change virtual event is coming this fall from HP where you will hear from industry leaders, visionaries and technology experts, as they explore the impact of change on IT. To add even more  excitement we have implemented a game that allows you to engage in the material while earning points to win prizes. 


The event includes 16 virtual sessions and valuable "next step" content to help you do things you never thought possible. Keep reading for more details around the ITSM sessions.

Does SaaS open the door for “change fatigue”?

iStock_000008455557Small.jpgA service desk needs to constantly evolve to stay aligned with the business, and that means change.  Successful service desk have strong change process but sometimes these processes don’t consider the ability of the staff to keep pace with continual change. 


For on-premise, the user is in full control of changes to their service desk, and can balance the timing with other changes underway – but what about when you move your Service Desk to the cloud? Are you at a greater risk for change fatigue?

Discover a new style of IT Service Management


Capture.PNGWhat’s your idea of the future style of IT Service Management? User centric?  Collaborative? Proactive? Automated? All of the above and more? 


Last month at Discover Las Vegas, Tal Broner, VP R&D for HP Service and Portfolio  Management gave attendees a sneak peek of the next release of HP Service Anywhere. 


For those who missed the event and also for those who simply must see it again - I wanted to share the video  of Tal's presentation with you. It’s an amazing view into the future style of IT Service Management.




No more business as usual – HP Service Manager now available through subscription pricing!

SavingsAhead“Half price” is one of my favorite phrases, and now I get to say it to you. HP Service Manager – Subscription is virtually half of the price of comparable SaaS and on-premise IT service desk offerings. This offer combines the value of an on-premise service desk with the business benefits of a subscription pricing model similar to that of a SaaS solution. These benefits are available all while eliminating the data privacy and security concerns that many clients have with adopting SaaS solutions.


Keep reading to find out how you can get these benefits while realizing a dramatic decrease in the total cost of ownership.

5 Ways a Line-of-Business (LOB) can increase Competitive Advantage - through the Service Desk

up arrow.png

In 2012 Gartner predicted that by 2015, 35 percent of enterprise IT expenditures for most organizations will be managed outside the IT department’s budget.  Will this trend impact your service desk?


A year has passed since that initial prediction; keep reading to find out where we stand and why LOBs are considering taking control of their service desks as a competitive advantage strategy.

Codeless Configuration Rules, Scripting Drools

iStock_000000513924sleepingman.jpgIt’s morning. You arrive at the office and in the conference room is a team from IT. They look exhausted. They have been working all night.  Yesterday while testing an application upgrade, they found a problem that was traced to a customized script that had been inserted several releases earlier and  over a year ago.  Completing the problem analysis, repair, testing and documentation processes meant staying all night to ensure they stay on schedule for next week’s targeted maintenance window. Just a few lines of code ruined everyone’s evening. Had the original changes  been made by codeless configuration, that IT team may have been home on-time for dinner the day before instead of working through the night.

HP Service Anywhere March 2013 Release



Last week the newest release of HP Service Anywhere became generally available and was  pushed out to systems worldwide.  Have you seen it yet? 

Finding Hidden Treasure in your Service Desk



What role does your service desk play?  The service desk is a vital component to understanding your customer interactions but it is also a treasure chest of data that can be transformed to actionable information.


Key Performance Indicators (KPIs) can unlock this treasure chest and help you find the gold inside.  

Recommendations for getting the most from your service desk


Today I want to talk about “The Whole Enchilada”. I want to talk about your service desk—your whole service desk.


We'll discuss processes, best practices, integrations, services, a solutions perspective, and deployment options. All in a page or two.



Service Manager Mingles

Service Manager has gone social! HP Service Manager (SM) 9.31 now deeply embeds HP’s Enterprise Collaboration to provide a robust collaboration capability within Service Manager that also seamlessly connects to other social messaging tools and companion HP products. SM Collaboration allows service desk and associated employees to become more effective through a whole new level of interaction!

Service Broker - Cloudy or Bright?


What about both?


I was invited to speak on a BrightTALK Service Management in the Cloud Summit on October 17. There are a lot of different topics that can be covered under a Cloud banner, so I opted for “From IT Service Provider to Service Broker”.


You can register at




And, please read on for some insights from a recent CIO conversation on this topic.

Tags: Chuck Darst

How do HP Service Manager customers feel about their migration experience?

HP Software Marketing surveyed Service Manager (SM) Customers about their experience with their migration from Service Desk or Service Center to Service Manager.  These customers were from all around the world and ranged from large enterprises to medium businesses. Industries ranged from retail, media and entertainment, manufacturing, financial services, chemicals, pharmaceuticals, banking, insurance, healthcare and more

Service desk made E-A-S-Y with HP Service Manager on SaaS Value Suite

Forget anything you have ever thought before about running a service desk.  It doesn’t have to be complicated.  You don’t have to sacrifice quality if you’re on a limited budget.  You get long-term stability and peace of mind with the safest vendor in the market.  All this comes courtesy of the brand new HP Service Manager on SaaS (Software-as-a-Service) Value Suite.    


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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 help IT leaders to understand how well IT is performing from a business perspective.
  • 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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