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

HPE-SW-Guest ‎01-23-2014 02:40 PM - edited ‎09-25-2015 10:51 PM

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



The on-demand culture

The perceived ‘disconnect’ between business and IT has come more into focus in recent years. Why? The pace of change, with breakthroughs such as the big data, social, cloud and mobile, has led to the perception that technology can be delivered much more quickly. The expectations of what IT can achieve – given all that it has to do – can sometimes appear to be out of sync with what’s possible. This leads to agitation from both business and from IT.


Aligning priorities

HP Service Anywhere helps your team manage the changing expectations of the business. It connects the IT Service Management landscape with today’s user interactions. The collective insight created helps IT understand user patterns, identify needed service improvements and capture knowledge from interactions that formerly has been lost.  It helps you be more agile, improve service and makes sure your team focuses on what matters to the business. Educating your team on the potential of this software is the key to a successful integration within your environment.


Here are five steps to properly train your staff:


 1.     Plan: Planning is essential to ensure that appropriate resources are allocated to education before, during and after the deployment.  Your plan should tailor training to teams by their rolls. For example, deployment guys will need training that’s very different to the task-based tuition that end users need.  Often a move to a new service desk solution by an organization includes a process improvement initiative that would benefit from users participating in ITIL training.


 2.     Think Shakespeare: William Shakespeare is famous for saying that ‘timing is everything’, and when it comes to education—he’s spot on. Make sure that you build time into the training schedule so that your users are trained prior to the roll out. Getting people ready to hit the ground running is one of the most important things you can do to raise productivity and avoid trouble.


 3.     Explain the value: Everyone is busy these days and end users might not want to take time away from their work. I suggest that you don’t focus on telling people how great the deployment is for the company, instead brief them on how the software will make life much easier—and why the training is so important to them.


 4.     Hand pick your evangelists: Make sure you provide on-going learning and support. We have some ideas about how you can continually update your content (see point 5). I also suggest running regular lunch and learn sessions. Ask your expert users to lead informal classes and build some time into their schedules so they can be on-hand to help people during the software roll out.


 5.     Get some HP ART in the business: Our HP ART enablement solution makes it easier to create engaging training for any number of users. Your experts can record their on-screen activity to provide simulations that walk users through software tasks. Templates are also available to create:

  • Test scripts
  • Job aids
  • Classroom training guides
  • How-to demos

It’s the simple way to create and distribute content for classroom-based and online training throughout the software lifecycle.  


Training helps speed user adoption for a faster time to value on your Service Anywhere investment.  For more on education please drop into our HP Software Education blog.



Mary Rasmussen and I also did a webinar together around Service Anywhere and Education called “3 Ways ITSM can connect the business and IT”, and its available on demand .










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