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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.

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

There are no absolutes in IT—even with Cloud

Live free or die hard.jpgThere are no absolutes in life except for birth and death. The same applies to IT. For years I thought cost was an absolute in IT. Then I found out I was wrong.


Continue reading to find out why I firmly believe there are no absolutes in IT. Also keep reading to find out why Bruce Willis had to go “outside his box” to stop a cyber-terrorist.

The HP Value Stream Framework: How does Service Management support the IT value chain?

IMG_1614-Edit_SML.jpgThose readers who are regular followers of my writing have probably noticed my recent posts on the IT value chain. Simply put, the IT value chain represents the role IT plays in creating and delivering business differentiation. IT differentiates businesses in three ways: First, IT automates business capabilities (typically the 4-6 core capabilities that differentiate the business). Second, IT manages automated business capabilities and all pre-existing business services/applications. And third, IT services end-users. These three functions have been codified into four value streams as part of an overall framework embraced by both HP Professional Services and HP Software.

The shocking truth about continual service improvement

IMG_1614-Edit_SML.jpgState of IT improvement

Right after Peregrine Systems joined HP, I was given the honor of being a reviewer for the third version of ITIL’s Service Strategy book. Two things really surprised me about ITIL Version 3: the emphasis on business service and the whole notion of “continual service improvement.” Continual improvement surprised me because so many of the IT organizations that I had worked with were, in fact, not showing improvement in their IT organization’s people, processes, and technology. The truth is, most were good at the establishment of process, but that was as far as things went—shockingly, not much improvement was going on.

It’s an HP party in the UK!

We are heading across the pond next week for one of the most anticipated events of the year: the annual itSMF UK Conference. This event will infuse you with exactly the hope, reassurance and knowledge you need to succeed with SaaS-based ITSM solutions. We just capped off an amazing conference in Dallas (yeehaw!) and are anxiously awaiting the opportunity to celebrate ITSM and its encouraging future.

Register now to hear how FICO inspires IT value with HP Service Manager!

Don’t miss the opportunity to hear how FICO quickly proved the value of IT and built internal confidence with HP Service Manager. Learn how FICO planned, integrated, and delivered a solution quickly that improved business discussions, compliance and productivity.

Hear how FICO inspires IT value with HP Service Manager!

Hear how, with HP Service Manager, enterprise IT organizations have inspired their service desk to greater heights and earned a “seat at the table.” Learn how you can truly align to the business by improving service quality, the customer experience, team productivity and more--all while reducing costs and risks.

Impressions from an ITSM Customer Forum in Milan

Last week HP hosted an ITSM customer event in Milan, Italy. This was a great opportunity for me to meet customers, HP partners and HP colleagues without the need for weeks of traveling across Europe, Middle-East and Africa. Even a few colleagues from across the ocean joined the event so that we ended up having

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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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