IT Service Management
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Using HP Service Manager inside and outside your IT

HPE-SW-Guest on ‎07-07-2014 09:37 AM

Guest post by

Vadim Gordadze

Vice Head of ITSM Department

I-teco Bussiness Consulting


“I am pretty sure this will work” – This was my conclusion few months ago, when we were talking to a customer about a future project which had almost nothing similar with IT. My thought came from a similar experience that I had where HP Service Manager helped automate the processes.


Now, that I have passed through several non-IT projects, all automated on the HP Service Manager system, it does not feel so scary to dive in there again. Everything can be handled with the proper approach and smart consulting. But let me tell you how all this started for me . . .    


“It is not intended for this purpose” – This is what I said at first when we were summarizing the results of a staging meeting before new project (approximately three years ago).  The goal was understandable and achievable, but HP Service Manager was considered in our department as a system for automation of IT processes.


The decision was made and it was settled that HP Service Manager would be tried. I dug my heels in and refused to budge on my feelings on the subject. In my mind, this was not going to work.


At the beginning of the first week of process design sessions, I was still sitting there with a skeptical attitude to that decision. I decided to try to drive people minds to instead use something close to an out of the box solution. But after few days of tough discussions our process consultants managed to break down the customer process to some top-level consecutive actions. Step-by-step these actions were broken down to separate finalized, logical end operations.


This was how my attitude toward the project broke down as well. From that point on, I saw how I could have automated this using HP Service Manager:

  • Finalized process actions were lying in the system as Change management phases
  • Process fulfillment violations as Incidents
  • Personal actions for people involved in the process as Change tasks
  • Any accountable element for the process as CI’s in CMDB 

I cannot say that everything was that easy afterwards, but the future was not that terrifying any more.  

After few months, the system went into production in the first three regions, processes were reshaped a bit and we rolled it out to the rest of our users. It was really covering all the requirements and no one could say that it was not intended for this project (even me!).


We have since completed a few projects based on the ITSM approach in non-IT infrastructure. I must admit that almost any working process inside the company can be described in workflow terms and any workflow can be automated in HP Service Manager. It doesn’t matter if it is an IT or non-IT process. Get good project team and make the proper consulting shifts to describe the process in the way it can be put to the system.


I am happy to clarify that HP is not standing at one spot. After this project was released, HP has added a Process Designer Content Pack for Service Manager which makes process automation much easier.


About the Author


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on ‎07-07-2014 10:08 AM

Great article Vadim, thanks ! Could you please summarize what were the (non-IT) areas where you deployed Service Manager ?

James Hamilton
on ‎07-07-2014 01:35 PM

This approach to using HP Service Manager is fascinating.  However, I am curious how the customer handled the ITIL-centric nature of the tool.  In my experience, I have found that to be a source of customer confusion, even within IT.


Great post; thanks for your contributions.

John Stagaman
on ‎07-09-2014 10:53 PM

When I started with it, our company was using SD/IM for customer relations, store maintenance, loss prevention, and multiple IT areas. It seems like SRC/RM seems to most readily branch into non-IT areas.

on ‎07-11-2014 08:57 AM

I too would like to learn where we can apply Service Manager to non-it areas.

Vadim Gorda
on ‎07-22-2014 06:19 AM

Thank you Jacques,

Unfortunately I can not say the exact projects but there topics were:

automation fulfilment of planned workorders in non IT structure

automation of checking process of conformity to exact criteria and fulfilment of the process for handling recovering procedures to fix the  violation.


anyway it really does not meter what is previous example as any process action can be put to the system of that scale!

Vadim Gorda
on ‎07-29-2014 11:48 AM

Thank you for comments!

@James - ITIL nature of the product can be made not that obvious for customer if you built proper process based on the system objects (actually John has clarified that they had done non IT projects as well). As a result it will be a powerful tool covering customer needs with a lot of good features and functionality.


@Dkalian - I have very briefly touched that topic in previous reply. If you will have more questions , feel free to ask and I will try to answer them.



on ‎11-13-2014 03:08 AM

Great article Vadim, thanks ! And we also used HP Service Manager for more than just ITSM to manage the Railpockets of train drivers and conductors for the Dutch Railways.

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