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Re: A prescription for improving your Problem Management process

chuck_darst

David,

 

A couple of comments/thoughts/questions

 

1) I expect that most organizations/companies already have some type of preferred enterprise collaboration tool. At HP it is MS Lync. And, this might be complemented by something else. For example, my wife sends me IM via Google Chat. So while I love embedded collaboration as something specifically designed for use by IT or within the IT tools (such as HP Enterprise Collaboration aka EC inside of HP Service Manager), it seems to be a challenge to get people to comfortably adopt/use another collaboration tool. Noting - I like HP EC's ability to include Lync or email. Curious what you and Tony see wrt to using a general purpose tool vs custom/embedded.

 

2) While collaboration and related "social" mechanisms are hot topic to discuss, it doesn't seem like that many IT organizations are currently using them in earnest. I support the ideas of extended knowledge sources and fully expect this to be more common in the future. I am curious what your thoughts are on barriers to adoption today.

 

Chuck

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About the Author

chuck_darst

HPE IT Service Management Product Marketing team manager spanning our solutions for the service desk, asset mngt, CMS, and more. 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.

Comments
chuck_darst

David,

 

A couple of comments/thoughts/questions

 

1) I expect that most organizations/companies already have some type of preferred enterprise collaboration tool. At HP it is MS Lync. And, this might be complemented by something else. For example, my wife sends me IM via Google Chat. So while I love embedded collaboration as something specifically designed for use by IT or within the IT tools (such as HP Enterprise Collaboration aka EC inside of HP Service Manager), it seems to be a challenge to get people to comfortably adopt/use another collaboration tool. Noting - I like HP EC's ability to include Lync or email. Curious what you and Tony see wrt to using a general purpose tool vs custom/embedded.

 

2) While collaboration and related "social" mechanisms are hot topic to discuss, it doesn't seem like that many IT organizations are currently using them in earnest. I support the ideas of extended knowledge sources and fully expect this to be more common in the future. I am curious what your thoughts are on barriers to adoption today.

 

Chuck

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