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Become an instant hero at the next HP IT Service Management Customer Forum

Michael Pott (michael_pott) on ‎08-18-2014 05:08 AM

I still remember the first customer forum I attended … it was 2010, a nice sunny autumn in Milan, Italy. One of the IT Service Management customer case studies presented there was about consolidating multiple service desks and automating ITIL processes. Among the objectives for this initiative was improved service quality, increased end-user value and better IT productivity. Now, four years later, the goals and objectives have not changed so much as a matter of principle, but because the entire IT Service Management environment is a totally different one today. To show the change, think about what Cloud, BYOD and Big Data have done to ITSM.


2010 – The power of knowledge management

There were many other interesting presentations in Milan,  2010 at the customer forum. One of these presentations was “The Power of Knowledge Management”. Part of the discussion was the top ten reasons for introducing knowledge management. As kind of a “blast from the past”, here are the top five from that list:


5.  Answering the same questions over and over again

4.  KM is an opportunity to learn from customer experience

3.  Improve first touch resolution

2.  Enable web based self-help

1.  Must lower support cost


Now four years later – the goals and objectives are similar, while drivers and capabilities change

With big data and related solutions to leverage big data for the service desk, the above KM story is probably still more newsworthy than it appears at first glance. It is almost like a Deja-vu. There is one major difference today – there are tools available now to unleash the power of big data and leverage it for your service desk. This is – no surprise – one of the focus themes of this year’s HP ITSM Customer Forum in Berlin.


2014 - Key themes in Berlin: Connected Intelligence and Bring-Your-Own-Service

Industry analysts report that over 50 percent of users are bypassing the service desk to solve problems.  But IT organizations can change this and can get back in control. This customer forum focuses on subjects like Connected Intelligence  and Bring Your Own Service (BYOS), and builds on the product innovations discussed at the customer forum in Istanbul in May:


Become an instant hero – share your ITSM story with your peers

The ITSM Customer Forum is an excellent opportunity to share your success story with your peers. If you would like to share your ITSM story, you can submit a short proposal on the HP ITSM Insiders for HP Customers or HP ITSM Insiders for HP Partners. Optionally, you can send me an email (leave a comment below and I will be in contact) including the following information:


  • Email subject: Presentation proposal for customer forum
  • Proposed presentation title
  • HP products/solutions covered in your talk (see above)
  • A short abstract of about 100 words
  • Company name, your first and last name, your job role


See you in Berlin

Join us in Berlin, Oct 6-8, 2014 at this strategy and best practice sharing event. This is your opportunity to experience the latest product innovations and network, share success and discuss challenges with peers, product experts and HP executives. By the way, here is what attendees said about the Customer Forum.


For more information, for the latest agenda, and details about the location and to register for this event, please visit the HP ITSM Customer Forum event website.


Have a nice day,

Michael Pott (@michaelpott)


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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.

on ‎08-18-2014 07:15 AM

Sounds great, wish I could go to Berlin.  Are there any plans to do something like this in the US, or does Discover cover this for the US?

on ‎08-19-2014 12:11 PM

The big data powered Knowledge Management is in my opinion one of the strongest selling points of both HP Service Anywhere and HP Service Manager. This feature is unique - and very powerful. It is also great how HP Service Anywhere uses the collected knowledge to actively propose solutions to the IT-operators when they work on requests and incidents.

on ‎08-19-2014 11:05 PM

Looking forward to having a closer look at the next game changer, HPSM Big Data Edition, at the forum

Michael Pott (michael_pott)
on ‎08-20-2014 12:55 AM

Thanks for the great comments! Regarding the US, there will be a stand at FUSION 14 in Gaylord National Washington, D.C., October 19-22.

‎08-20-2014 03:39 AM - edited ‎08-20-2014 03:40 AM

My first Customer Forum was in Istanbul, May this year - where I also attended as a speaker.

Looking forward to catch up on the crowd again in Berlin, share the ideas and the interesting discussions.

Mark Laird
on ‎08-28-2014 04:13 AM

Great article. Looking forward to seeing the new solutions especially HP Propel in action.

Pádraig Farrell
on ‎08-29-2014 12:56 AM

Looking forward to trading experiences about Service Anywhere implementation.

on ‎09-02-2014 10:08 AM
Privileged to be part of it!
on ‎09-12-2014 09:31 AM

Too bad Berlin is so far, this event looks quite interesting.

on ‎09-12-2014 11:33 AM

Looking forward to trading experiences about Service Anywhere implementation.

on ‎09-29-2014 06:26 AM

Hi Michael


That talk in 2010 sounds very familiar - I think it was me that did the talking :-). The good old times.

And honestly ... it has only been getting bigger and better. This is a really great event.



on ‎09-30-2014 04:26 AM

looking forward to see HP Propel and HP Asset Management

on ‎09-30-2014 07:14 AM


looking really forward to discussing the options of HAVEn concerning ITSM

Mark Laird
on ‎10-10-2014 07:50 AM
What a great event. Got to meet and hear from some really excellent customers and also to talk to the HP product teams on the new solutions coming next
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