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2 days, 100 customers, 10 great solution stories – the HP EMEA ITSM Customer Forum in retrospect

Michael Pott (michael_pott) ‎10-15-2012 04:01 AM - edited ‎09-27-2015 07:54 PM

It has already been about 2 weeks since I returned from the HP EMEA Customer Forum, Oct 2-3 in Istanbul. Two days, 140 customers and channel partners from 20 countries, 10 customers sharing their HP ITSM solution stories and a lot of social networking … these were some key ingredients for what I think was a really fantastic event!


All customer presentations have been received extremely well. The stories discussed covered a whole range of ITSM solution aspects including but not limited to the service desk, change and configuration management, process implementation, monitoring, asset management and project management. Here is a summary of some of the ITSM solution stories that have been shared:


  • In “An opportunity for Steria to extend its portfolio and focus on services,” Jean-Michael Gatelais from Steria summarized his experience after taking HP’s SaaS Service Desk out for a Drive. He talked about the need for a SaaS solution for dedicated environments and the advantages and benefits such a solution comes with. 
  • Roman Vykhodov from Russian Railways presented “The largest ITSM project for the largest company. Tips, tricks, challenges, and how we made it work for IT and the business.” At Russian Railways, the HP solution processes 2.4 million transactions every day. He discussed how HP Service Manager became the proven source of data for decision-making and the benefits of aligning IT with the business. 
  • In “Operational demand and charge back cost allocation. HP solution in GE.Si.ass. for insurance companies,” Walter Redaelli from GE.Si.ass. discussed how an integrated ITSM solution helped to better understand business requirements and to provide high-quality services.  GE.Si.ass. introduced a new cost charge back methodology, operational demand and project portfolio management to support these goals. 
  • Introducing HP Service Manager as the central call-tracking system across all company functions was a central theme in “Expanded Help Desk for Agile Operations,” by Önder Kaplancik from Teknosa. He also talked about how detailed reporting on call metrics helps Teknosa measure and improve help desk performance. 
  • Tony van den Enden from Equens discussed an infrastructure consolidation project in “Optimization of controls using HP Asset Manager, Service Manager, UCMDB, Network Manager, Operations Manager.” He showed how an integrated HP solution led to a single view of how business services are running in real time. Higher customer satisfaction and operational excellence were among the key drivers for the solution. 
  • IT Governance – A Quality Boost with ISO 9001, ISO 27001 & ISO 20000,” was the subject of a presentation by Philippe Meier from Merck KGaA. The implementation of ISO standards enabled Merck to reduce 56 ERP systems down to three. This solution story was a good example of how HP Service Manager and HP Project & Portfolio Management can help to standardize on processes and meet IT governance goals. 
  • In “Migration to HPSM & Brief on SACM Design,” Mukul Kant Sharma, IBTECH summarized the reasons for migrating to HP Service Manager 9, including easy-to-use GUI, MySM Dashboard and the Process Designer for simplified configuration. From a business perspective, the driving forces were to introduce a bi-directional customer complaint management system and better alignment between IT and the business.


Most of the presentations are available for download. All HP EMEA ITSM Customer Forum attendees have received an email message including instructions on how to download these. Other HP customers who were not able to attend, please contact your local HP Sales representative.


Do you have an HP ITSM story to tell? Do you want to share your HP ITSM success story with your peers? I am keen to hear your story.


Have a nice day,

Michael Pott



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About the Author


Michael Pott is a Product Marketing Manager for HPE 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.

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