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Use the heat of “Hot Topic Analytics” to melt the snow bank you might be stuck in

on ‎05-20-2014 01:20 PM

Guest Post by Mike Zuber, VP of Go To Market

 

When vendors make the strategic decision to enter new markets and take on large competitors they do so at their own peril. They often make the fatal mistake of forgetting to take care of their core market and instead they focus their time, dollars and innovation in the new area. This leaves their install base with fewer new enhancements. Some companies find it more interesting to extend a platform to markets like HR or Facilities. Others have decided to continue to drive innovation in a single market segment like the service desk—HP has chosen to focus on the service desk. We are never satisfied and are always innovating.

 

At HP we believe in taking care of our core market, our core clients and the market in general because we have a reputation built on 80+ years of innovation.  

 

As William Hewlett famously said, “Believe you can change the world.”

 

To raise the temperature on the Service Desk market, we have announced a new industry standard that others are sure to follow.  With our latest release of HP Service Anywhere, we bring you “Hot Topic Analytics” or a “Heat Map for Service Desk” to help identify emerging problems and proactively address them.

 

Check out this quick six-minute video to see all the power, ease of use and innovation that can be brought to market when a company like HP focuses on the Service Desk segment. As a result of this focus, Service Anywhere is easy to use, easy to configure and easy to administer.

 

 

After watching the video I have to ask you several questions:

Did you know you can get started with as little as five Users and grow as you are ready—instead of being forced into buying a larger number  up front?

 

As the video showed, Service Anywhere is full of powerful functions that are changing the service desk market forever.  HP is continuing to invest in bringing game changing technology to market for both our clients and prospects. Our hope is to free customers from a blizzard of higher costs, older versions and more scripting.

 

The Service Desk, Help Desk and ITSM markets will never be the same as HP drives innovations via the use of Actionable Analytics, Connect Intelligence and Employee Self Service.

Get your free Trial here.

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Comments
on ‎05-22-2014 01:06 PM

Is there a real sense of using this Hot topic Analyst for the company which is not yet ready to focus on problem Management? Should it be counted as a mechanism for a problem analyst to allocate the problematic areas or it has wider sense for the customer?

 

I have seen a lot of good things in the last versions of HP SAW so hoping to get them in HP SM as well soon :)

on ‎05-30-2014 04:47 PM

Hello Vadim Gorda

 

First thank you for leaving a question as I enjoy writing blogs for the interactions they can create.  At first path I can see how you might see the innovation as focused on Problem Management but the intent of the technology and the use of Big Data Analytics is as you highlight in your second question meant for both the end user (Customer) and the Provider (Analyst or IT).  When used correctly both customer and provider can use Hot Topic Analytics to derive value which leads us to the “Value” of Connected Intelligence.  Thanks again for the questions

 

Mike Zuber

on ‎05-30-2014 05:29 PM

Hello Vadim,

 

As Mike pointed out, the Hot Topic Analysis covers a number of use cases, problem management being just one aspect.

 

Under the Knowledge Management module you will find the capability to create knowledge articles by analyzing the information and trends coming from three data sources:

- User questions

- User searches

- Requests

 

By identifying the main areas of interest for users, as well as the main sources for generating support or service requests, an IT organization can focus the efforts on creating relevant knowledge articles, bringing the highest value for their organizations, reducing the number of tickets reported and increasing their customer satisfaction.

 

Brindusa Kevorkian

Service Anywhere R&D

 

 

on ‎03-30-2015 12:35 AM

Hi All,
 
What to add in user profile in order to view the Hot topic Analytics?
Thanks
 

on ‎10-13-2015 03:20 PM

Hi Winnie,

 

You should be using the technical communities for this sort of question. Anyway, your answer can be found in the SM Smart Analytic Admin guide. :)

 

Add Smart Analytics capability word for power users
User Role: Administrator
To enable power users such as Service Desk Agent or Problem Coordinator to use the Smart Analytics
features, you need to add the "idol.assistant" capability word to the their operator records. The
operators with this capability word can see the Service Desk > Open Smart Interaction and Problem
Management > Hot Topic Analytics menus and use these features.
Note: ESS self-service users are able to submit Smart Request tickets after you enable SM Smart
Analytics. No additional capability word is needed.

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