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Uncover what you might be missing in HP Service Manager

ScottKnox ‎01-31-2013 03:18 PM - edited ‎10-04-2015 08:34 PM

Greetings everyone, who is ready to uncover what a classic 1980s movie has to do with HP Service Manager?


Anyone know the name of the character in The Princess Bride  that kept shouting “inconceivable” throughout the movie (well at least till he drank the iocane)?  Of course I am referring to Vezzini (as portrayed by Wallace Shawn).


I ask now because I understand that there are LOTS of things that Service Manager customers don’t know about—and I think that is INCONCEIVABLE!


With that in mind I am going to start a recurring thread of blog posts filled with “Did you know” topics.  I hope to provide info that I think may help you survive the fire swamp that is ITSM in the 21st century.  




Did you know...


For example, did you know that there is a LDAP best practices guide that provides clarification on how to setup and configure LDAP, Single Sign on and Trusted Sign on? You can find it in our knowledge base on Software Support Online (SSO) here. (SSO sign in required) Or, did you know about a white paper documenting all the key functionalities released from ServiceCenter 5 through Service Manager 9.3?  It is located here. (SSO sign in required)


To kick off the series, let’s discuss the benefits of customer collaboration.  One thing that constantly amazes me is that customers do not seem to work as closely with each other to solve common problems as I would anticipate.  The LDAP document above is a good example.  I know that many of you have completed your LDAP implementations yet many others struggle because you are not aware of the critical information you need.  In some cases knowing about the best practices guide would accelerate your deployment. In others you are deploying a unique LDAP service and need that one piece of data to get going.   


Of course you can contact customer support, but I want to make sure that you know of two otherfast and easy ways to get startedConsider finding helpful information from your colleagues and sharing your valuable information by --


Viewing customers as allies instead of enemies


The first way to get engaged with your allies is via the HP Community Discussions.This vehicle allows you an online discussion board for all the important HP software products.The Service Manager / Service Center Support and News Forum has literally hundreds of pages of content from customers and HP insiders.


Another valuable way to get ideas and strategies for Service Manager is to work with other customers and HP insiders on the ITSM Practitioner Forum.The forum features a bi-weekly call where you can talk about topics of interest and get feedback from others that may have already sorted the issues that are most pressing for you. 


Below are logistics to get you started (note that the links will require passport credentials)


The logistics for the call can be found in the ITSM Practitioner Forum logistics post.To attend you’ll need to be granted access to the ITSM Practitioners Forum by sending your Community Screen Name to  


Your Community Screen Name can be found by logging into the Enterprise Business Community.

  • If you have an HP Passport account, click on "Log in" and complete your HP Passport credentials. Your next step is to choose your Community Screen Name.
  • If you do NOT have an HP Passport account, click on REGISTER NOW and complete the subsequent questions; including Community Screen Name choice. 


Your Community Screen Name can always be found at the top right of the site, in the "My Community" area of the screen, near to "Sign Out".


So there you go.  The first topic in the “did you know series”. What do you want to know?


As always we look forward to working with you in the forum or other venues and hope you find this valuable.  Feel free to comment on this blog to let me know of other topics you think your customer allies may not be aware of. 


Oh and btw Vezzini told me to say:  Inigo , inconceivable means EXACTLY what I think it means.  I think if you check you will find that I used it right every time.  Ha --- Take that



Scott Knox

Sr Product Manager -- Service Management Center






About the Author


I am Senior Product Manager for Service Manager. I have been manning the post for 10 years and working in various technical roles with the product since 1996. I love SM, our ecosystem, and our customers and I am committed to do my best to keep you appraised of what is going on. I will even try to keep you entertained as I do so. Oh and BTW... I not only express my creativity in writing but I am a fairly accomplished oil painter.

on ‎02-05-2013 07:52 AM

Looking forward to the information!

on ‎03-06-2013 05:56 PM
Very insightful, thank you so much
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