Pragmatic ITSM: Adding Value One Step At a Time with the Service Desk

Manage webcast
Chuck Darst, Manager - ITSM Product Marketing, HP
Despite an abundance of industry best practices and years of trying, IT service and support self-assessments continue to reflect relatively low levels of maturity. This has been compounded by dramatic cost pressures over the past five years while IT organizations are now entertaining new delivery and sourcing options. How can IT Service Desk organizations improve their delivery and operations in light of these demands?

This session will present pragmatic suggestions on how the IT Service Desk team can provide more value in a reasonable, step-wise fashion. We will look at maturing the Help Desk function, the change management process and the overall area of self-service request management which includes the service catalog. And, we will discuss the benefits and improvements that can be realized along the way.

Please join us to learn how you can pragmatically extend your Service Desk capabilities to better meet the needs of your organization.
Feb 7 2013
49 mins
Pragmatic ITSM: Adding Value One Step At a Time with the Service Desk
Join us for this summit:
More from this community:

IT Service Management

  • Live and recorded (2603)
  • Upcoming (53)
  • Date
  • Rating
  • Views
  • Channel
  • Channel profile
  • Business Analytics for the Hybrid Cloud Recorded: Jul 21 2015 20 mins
    Rocky Rashidi, HP Software
    With all the advantages public and private clouds provide today, do you have the comprehensive cloud analytics that goes with it?
    • Are you able to coordinate the overall performance of your cloud today, to truly gauge service health and operational efficiencies?
    • Have you been able to compare costs of different providers with ease, to rapidly determine trends in quality and reliability?

    If these topics are important to you, then join us for this hybrid cloud management session on cloud analytics.

    Register for this webinar and learn how to gain full visibility into your organization and make the informed decisions and adjustments in investments that will meet your profitability targets and increase user satisfaction.
  • How HP Business Value Dashboards help IT Execs score with the Board Recorded: Jul 14 2015 31 mins
    Ian Dodd, Kaiser Permanente and Ian Bromehead, HP Software
    It’s tough these days to make the Board excited about IT. Providing a real time editorial that strongly illustrates how IT is impacting the situation was difficult until now. Join us to learn how Kaiser Permanente is now exploring ways to do this with the all new HP Business Value Dashboard. Discover what this tool is and how it stitches IT, business and virtually any information together so that you miss nothing. Learn from Kaiser Permanente why it can be such a strategic way to align business and IT.
  • Disaster Recovery - Be Ready For Anything Recorded: Jul 14 2015 46 mins
    Jeanette Jacobs, HP, Pedro Mendes, Datasmart
    More threats face IT organizations today than ever before whether that be physical, virtual or technological. Having effective, accurate and tested disaster recovery, business continuity and risk management processes are paramount to operationally align with regulation and corporate governance standards. However, to create a balance of investment, cost reduction as well as self-sufficiency becomes more and more difficult.

    Join this webinar to find out how to:

    Improve and streamline IT disaster recovery processes that can be managed from a single source in real-time
    Save time and cost through effective recovery processes
    Increase self-sufficiency, reduce single point of knowledge and reduce external consultancy costs
  • Turn your System of Record into a System of Engagement Recorded: Jul 8 2015 40 mins
    Stephane Maes and Vesna Soraic, HP Software
    Are self-service portals, Millennials' preferences and crowd-sourced support challenging your IT? Join us to learn how you can create a modern and delightful Systems of Engagement on top of your Systems of Record for IT services. Find out why the micro-service architecture is the key to rapid application changes and releases. Come see how you can start creating the system of engagement from your existing service catalogs. We'll show you a better way to engage with your business.
  • Are you ready to light up your Cloud? Recorded: Jul 7 2015 58 mins
    Ramachandran Varadharajan (RV), Shashi Mysore, HP Software
    Organizations want to accelerate deploying traditional multi-tier infrastructure applications into the cloud. However, getting started is only the first step, managing these applications can reveal hidden gaps in your people, processes and tools. If you are one of these organizations, please register for this webinar where you will learn how HP Helion CloudSystem Enterprise helps you accelerate deploying these applications by being able to manage heterogeneous environments. This means you can apply cloud benefits to these applications, benefits like spinning up these complex applications in minutes and self-service provisioning of the applications without the need to retool your management or retrain your people.
    We will also examine:

    Why HP Cloud Management provides service application portability and pipeline management for quick time to value
    How HP Cloud Management’s single control point reduces management complexity and costs across multiple virtual machines and data volumes
    Insights into business-friendly scorecards and dashboards which will help you understand the value of your IT investments
  • What's New in BSM: Innovation Tour and Demonstrations Recorded: Jun 24 2015 74 mins
    Matthew Fox, Ian Bromehead, Michael Procopio, Sancha Huang Norris, Eric Odell
    This session provides an overview and demonstrations for all of the latest BSM announcements and innovations - across the Operations Bridge, Operations Analytics, System Management, Network Management and Storage Management. Come to learn about all of the new BSM products to be announced at HP Discover and see them live in action.
  • IT Operations Management frameworks for Predictive Automated Management Recorded: Jun 17 2015 35 mins
    Arun Kumar Tirumala, TechMahindra and Ian Bromehead, HP Software
    Digital business are everywhere now, and people just expect to be able to consume services and gain access to information all the time. Market dynamics mean businesses rely on IT to satisfy users and provide innovation to stay competitive.

    Are you interested to learn how IT can transform to adapt to changing demand? Do you need to adopt shared services architectures and automated operations or even become predictive?

    Join us to learn how TechMahindra couple their capabilities with HP Operations Bridge. See how this improves IT operational efficiencies but also streamlines business processes to align IT operations with its business partners.
  • How do DevOps, Agile and bimodal IT impact ITSM? Recorded: Jun 16 2015 47 mins
    Chuck Darst and Richard Hawes, HP Software
    DevOps, Agile, and the on-going rise of the Line of Business (LoB) are changing modern service delivery. Increasingly, new concepts such as bimodal or 2-speed IT have come to the forefront that encompass blending structured approaches and new trends. On one dimension there are traditional IT processes and the need for strong controls. On the second, is a push for agile development with faster releases driving the need for more automation.

    Join us to learn how these trends align (or not) and recommendations for the service desk organization and ITSM overall.
  • The all new HP Storage Operations Manager Recorded: May 21 2015 67 mins
    Kara McMillan, Vikram Kishnamurthy, HP
    At the conclusion of this webinar, you will have learned:

    • What’s new in HP’s storage resource management offerings
    • How its capabilities can help you determine the value of a storage optimization solution
    • How the solution may fit into your future storage investment strategies
  • Unlocking the hybrid cloud Recorded: May 21 2015 27 mins
    Barbara Pei and Andy Smith, HP Software
    Moving to the New Style of IT couldn’t be easier with HP Helion CloudSystem Enterprise. Side-by-side management of traditional and cloud native applications, with support for multiple hypervisors as well as Matrix Operating Environment and OpenStack resource pools, means you get best-in-class flexibility and choice for your investment. See how to deploy and manage advanced infrastructure and application services with HP Helion CloudSystem Enterprise.

    In this webinar, you will learn how integrated solutions are easy to:
    • Procure
    • Deploy
    • Support

    In addition, you will learn how to upgrade from MOE (Matrix Operating Environment) to Helion CloudSystem Enterprise in one easy step.
  • How you can benefit from IT Operations Analytics Recorded: May 20 2015 47 mins
    Tim Grieser, IDC Research and Sancha Norris, HP Software
    IDC recently surveyed over 200 US IT Decision Makers for Enterprise Scale Organizations and reported that almost 60% expect to focus on delivering business innovation to increase revenues, margins, and new products, and just 10% expect to focus on maintenance and operations to manage costs and risks. In this session, hear from Tim Grieser Program Vice President, Enterprise Systems Management about the latest views from the CIOs on how they are using analytics in their IT operations.

    - Top 6 challenges for deploying analytics solution
    - Successful ITOA use cases
    - Most utilized data sources
    - Benefits gained from data
    - Top criteria used for solution evaluations

    In addition, learn how enterprise customers are using HP Operations Analytics to help them realize all the benefits from their data for IT operations.

    - Achieve troubleshooting ~70X faster
    - Use predictive analysis to prevent issues
    - Leveraging IT data for business insights
    - Use for long term data store and trend analysis
  • Master the mobile mindshift: Engineer your business to win the mobile moment Recorded: May 6 2015 46 mins
    Ted Schadler, Forrester Research, Christoph Pfister, HP Software, Yan Auerbach, SpeechTrans
    Mobility has produced a mind shift with your customers. They have become the consumers of now. They demand an exceptional mobile user experience anytime and anywhere. Forrester Research calls this the mobile moment, a point in time when someone pulls out a mobile device to get what they want – when they want it. These mobile users have become impatient and intolerant of problematic mobile apps. And they are very likely to abandon or delete slow performing, crashing or battery-hogging mobile apps. So what should a mobility team do?

    Watch this Webinar with Forrester analyst Ted Schadler and Hewlett Packard’s Christoph Pfister as they share how analyzing mobile applications with mobile APM tools can protect your company’s brand and future revenues. Learn how SpeechTrans used big data analytics to guide their development roadmap and achieve a 5-star mobile app rating in the app stores.

    Learn how to:
    • Measure what matters most from the user’s perspective
    • Focus on the problematic issues that are impacting the most users
    • Continuously monitor and improve – prioritize fixes to achieve a 5-star rating
  • What is HP Data Center Automation Appliance? Recorded: Apr 21 2015 43 mins
    Andy Mackay and Camilo Cuervo, HP Software
    HP’s new Automation solution offering for the mid-market is an excellent way for customers to manage their day-to-day tasks and operations with ease, all from a single virtual appliance.

    Register for this webinar to hear more about HP Data Center Automation Appliance and how the new virtual appliance combines HP’s market leading Data Center Automation strengths from HP Server Automation (SA) and HP Operations Orchestration (OO), into a production-ready virtual appliance that can be easily personalized.

    During this webinar we will also highlight key use cases behind the new virtual appliance, such as:
    • Powered change management using industry leading out of the box content
    • Process IT Operations made easy
    • Frontline defense (control access to servers as well as securing exploits or open server and application vulnerabilities in the datacenter)
  • What’s new in HP ITSM Recorded: Apr 9 2015 57 mins
    Jacques Conand & Tonya Scherba, HP Software
    IT Service Management systems are great collectors of stuff – requests, changes, survey results, etc. What they’re not so great at is sorting out what is most important and helping us to act on it! That is until HP Service Anywhere.

    Join us in this session to see how HP Service Anywhere helps end users act on their needs, their assets; agents act on requests, incidents, changes, and releases.

    Find out how Service Anywhere helps transform the way IT service desk agents work – boosting service quality and increasing productivity – all powered by a big data platform, provide high scalability and rapid processing of unstructured and structured data to deliver current and relevant information.

    Join us to learn how the industry’s first Big Data service desk delivers service insights once thought impossible.
  • Reduce time-to-market by following a DevOps approach Recorded: Apr 1 2015 54 mins
    Dave Langlais, HP Software
    With more than 100 applications in production, a leading bank needed to reduce the time required to deploy and update its apps. By implementing an automation solution from HP, the bank reduced the application time-to-deploy by nearly 8X. Now the bank follows a seamless and standardized approach for deployment.
  • Service Anywhere March 2015: Big Data Service Desk Recorded: Mar 24 2015 60 mins
    Chuck Darst, HP, David Baron, HP
    HP is thrilled to announce the most recent update to HP Service Anywhere. Our SaaS ITIL Service Desk is now delivering even more big data driven benefits to the service desk, and will forever change your expectations of an IT Service Management solution. This update is one of the best yet, focusing on improving IT customer satisfaction and improved process maturity.

    Highlights include:

    New! Hear from your customers first hand through our new survey capability that includes big data analytics for reporting and dashboarding
    New! Release management for planning and deployment of releases
    New! Idea and proposal management to capture innovation ideas and process improvements through crowdsourcing, that can be managed and turned into proposals
    Enriched Self Service Portal design now includes out of the box themes, always available search, streamlined catalog filtering and other UX enhancements
    Enhancements across several processes including Change Management, Live Support, SLM and Catalog Management
    Enhancements to Asset Management around cost centers, fixed asset depreciation, asset normalization, and asset import for better understanding and control of assets
    We know you do not want to see slides – so this session will have only a handful. Most of session will be members of our product management team showing the highlights in a live demo environment. A member of our R&D team will also be on the webinar to help answer your questions about this latest update.
  • End-to-End DevOps with HP Software Stack and Codar Recorded: Mar 17 2015 59 mins
    Ajay Nair, HP
    Are you challenged by delays when releasing new application code? Attend this web event to learn how to accelerate the application release process with automated deployment of infrastructure and applications across the various stages of the software development and release lifecycle.

    Find out how to bridge gaps by collaborating between business, development and operations, and by following an agile development process that includes continuous integration, testing, delivery and deployment.

    You will learn about HP’s approach to the DevOps lifecycle by examining DevOps problems and potential solutions from three points of view: people, process and tools, from planning to operation. See a demo to find out how to leverage HP Codar with HP and third-party toolsets to provide a seamless end-to-end implementation of the DevOps lifecycle that will increase your release velocity.
  • Innovation in monitoring: What’s new in business service management Recorded: Mar 11 2015 40 mins
    Joe Fox, HP Software
    Modern applications are game changers. Nearly every aspect of today’s application is changing – the front end, back end, and underlying dynamic infrastructure.

    Join us for this event and you'll learn about the latest innovations and announcements for HP Software’s monitoring solutions. You’ll hear how these HP innovations address today’s market trends. You will also find out about the key updates released during the past year—new features, use cases, and customer value—across application performance management, operations analytics, system management, network management, and storage management.
  • You don't know what you don't know! New insights for driving cloud strategy Recorded: Mar 5 2015 34 mins
    Uri Maoz and Richard Hawes, HP Software
    You can’t manage what you can’t measure and most of us find it difficult to formulate a strong cloud policy to complement what we’ve been doing in-house because it’s difficult to understand how good we are at managing our existing technologies. In this webinar we’ll explore the world of cloud analytics. We’ll look at how you can take Big Data principles and apply them to provide unique business-aligned insights. We’ll show you how to measure how well your organization manages on-premises, cloud and hybrid services and how to improve measurement and make it accessible to anyone in the organization to drive better decision-making.
  • Turn 100% of your data into action Recorded: Mar 3 2015 49 mins
    Paul Muller, HP Software
    Companies are increasingly driving revenue and customer satisfaction through digital business initiatives, and IT leadership is more essential to the success of the business than it ever was. You’ll learn how HP’s unique technology - Connected Intelligence - blends big data with automation, enables exceptional user experience, agility with compliance and cost efficiencies across the board.
Helping IT Organizations Perform Better
Join this channel to get insights into ways to simplify the complex needs of your IT business, reduce complexity and risk in your IT environment, gain understanding of how to successfully transition to the cloud and becoming more agile while reducing cost. You will hear from product experts, industry analysts, and customers as they discuss their experiences as well as their best practices. More HP Operations Management solutions information at

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: Pragmatic ITSM: Adding Value One Step At a Time with the Service Desk
  • Live at: Feb 7 2013 4:00 pm
  • Presented by: Chuck Darst, Manager - ITSM Product Marketing, HP
  • From:
Your email has been sent.
or close
You must be logged in to email this