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Henry Ford and Steve Jobs –Visionaries of their time! What would they do with IT Service Management?

HPE-SW-Guest ‎07-28-2014 11:44 AM - edited ‎09-04-2014 08:16 PM




Guest post by Mike Zuber, VP of Go-to Market Sales, HP Software


The automobile for the masses


What was Henry Ford’s response when he was asked how he knew the Model T was going to be a success when no one had done it before?  His answer went something like this (This is my paraphrase of his answer).  If I listened to the market, the consumers and the analysts, I would have focused on engineering a faster horse.  In short he took a leap of faith because he knew in his bones that the demand would come for his vehicle, if he could bring it to the market at an exciting price point.  In short, the analysts, consumers and competition were all focused on the wrong things and Henry Ford was the man to take the risks and we are all thankful he did.


Your music library in the palm of your hand


Now let’s take a look at Steve Jobs. His dislike for focus groups is legendary in the valley.  His use of colorful language around the topic has been written about for years.  Let’s just say he felt no consumer or group could see the future and that this process was a waste of time and would kill innovation.  He wanted to control every aspect of the launch and he didn’t care if analysts didn’t get it. He created products for the consumer or the business—and not some analysts writing for tech magazines.  Analysts were frequently the first to say Apple was wrong or missing the boat, only to retract months or quarters later when the market exceeded all expectations.


I like to think that we have a revolutionary mind within the service management market here with Tony Sumpster, vice president and general manager of HP Service and Portfolio Management.  Like both Henry Ford and Steve Jobs before him, Tony is guiding HP Software as we take on the ITSM market that is entrenched with decades of history and products that have had little to no real innovation for years.  Clients have become complacent looking for the smallest of details to pick winners and losers, the analysts can’t get out of their own way as heck it has worked for 20 years so why change but that is just it.  We have to change!


We know that the market has to change. Our clients and the industry deserve better—even if they don’t know it yet. They may not even get it yet.  Analysts may even say that this innovation is a “cute idea”, but what is wrong with the old way. Just remember, that visionaries are never appreciated when they deliver their game changing solutions because the status quo is so comfortable for so many.


Empowering self-sufficient users


Well guess what folks, just like how Henry Ford changed the personal transportation industry and Steve Jobs changed music downloads, cell phones, tablets, etc. HP Software is changing the ITSM market forever. Clients, competitors and analysts are recognizing that these changes to ITSM are now here and people are waking up to the realities every day.


Here are some examples of our game changing offering:

The old way was to create a ticket, manage the lifecycle and waste a lot of time.

The new way is to empower end users to be self-sufficient and solve their own problems or needs, thus increasing productivity, satisfaction and lowering costs.


The clients that have come around to this subtle yet powerful idea say it feels like the first time someone saw a car or the first time you saw an iPod. 


You didn’t know what it was at first, it was different and your natural reaction wasn't sure what to do with it. 

But then you sat in it or you picked it up and played with the wheel and—boom you were hooked.

The same thing is happening everyday with Service Anywhere. This is our invention/revolution for service management. (I like to think that Henry Ford and Steve Jobs would appreciate it.)  


Clients and partners that have experienced it have been impressed by the proactive knowledge, lower cost and happier end users. 


They just need to get over the hurdle of the current ticket process and ticket lifecycle, they will be well on their way to appreciating the genius of Service Anywhere.


Get your access to the 30 day trial here and learn first-hand how you will save money. Remember that your end users will be thanking you for years to come.

About the Author


This account is for guest bloggers. The blog post will identify the blogger.

on ‎08-01-2014 06:59 AM

Earlier in the year I signed up for the 30 day trial and populated the data.  Invited my team and a couple of our power users to test it out.


Frankly I think HP is doing them thenselves a disservice doing it this way.  ITSM software and processes are so complex that just setting up a system as saying "Try it, you'll love it!" won;t work.  How does doing this meet the statement of "Get your access to the 30 day trial here and learn first-hand how you will save money. Remember that your end users will be thanking you for years to come."?


What i suggest is you publish a reviewer guide which walks a decision maker through the high points of the product.  Maybe this exists and I didn’t look well enough for it, but then is should be presented as part of the trial setup. 

on ‎08-06-2014 07:19 AM

I Think HP Service anywhere is taking a great approach to solvign the end users frustrations, As for likening to apple all products these days need to be agile and intuitive and HP really are starting to hit this nail on the head.


on ‎08-08-2014 04:37 AM
I am sure, that HP is at least one step ahaed with Service Anywhere and the HAVEn Plattform!
on ‎08-11-2014 03:53 PM

Hi dkalian,


You are right we can do better and will. In fact we are weeks away from releasing new guided tours which will offer different and unique paths for different roles. We will offer folks the ability to create and use real data—if they like. 

Thank you for your interest and honest feedback. When we release it, we will make an announcement. However, if you are open to it, we could use an outside set of eyes to review it. If interested let us know and we will set it up.


Mike Zuber

on ‎08-14-2014 08:32 AM

Hi Mark,

Sure, I'd be happy to look at it and give you my thoughts.

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