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What's Hot in the ITSM Industry

chuck_darst ‎02-20-2014 01:02 PM - edited ‎09-25-2015 08:33 PM

So what was hot at Pink14 (other than the Pink staffer’s shirt colors)?


The overwhelming consensus was that the keynotes were exceptional and inspiring. From the Colonel Chris Hadfield and the International Space Station commanding side, that planning for failures is essential to having a plan. Seems basic, but human nature wants to avoid this. And speaking of the inspiring side of human nature, Caroline Casey spoke on Looking Past Limits. Check out a 15 minute version on


Beyond the keynotes, the consensus breaks down. I submit there is a back to basics movement. By its very nature, Pink is ITSM process oriented. I was part of a number of conversations about finding the sweet spot of ITIL process adoption curve – getting enough, but just the right amount – and definitely not too much. Interestingly, there are people still jumping into the ITIL pool. I had one hallway conversation where the help desk organization was just starting an ITIL process implementation for incident, problem, and change after considering it for more than ten years. Organizational change management was the biggest hurdle. No real surprise. Speaking of surprises, why doesn’t anyone mention configuration management when ticking off their core processes?


Other hot topics, self-service request management and the ever popular service catalog continue to be hot topics. Mobile interfaces also continue to be hot. The most popular trade show request over the past couple of years has been “please show me your mobile service catalog interface running on your SaaS service desk”. Based on my conversations, a continuum of service catalog adoption continues to exist. Many people have self-service interfaces for submitting incidents and related interactions, but nothing beyond this. Some IT organizations have self-service request handling and multiple catalogs. And, there is a complete continuum across all of this. There is also growing awareness, partially driven by increased cloud adoption that real portfolio management will have come into play.


What was hot at the HP booth?


We got great feedback on the new version of HP Service Anywhere. A couple of things that jump out at you is how integrated the experience is over multiple view points. If you’re working on a sharepoint incident, it is very easy to see the related changes, related knowledge articles, process flow, configuration and asset items, … . This is also based on Service Anywhere really taking an agent/operator view on what needs to be done as opposed to a more generic platform perspective. There are lots of people at these events that have seen lots of demos over the years, and the unique HP Service Anywhere experience clearly comes through. Another other unique thing that resonated was the depth of integrated knowledge management in Service Anywhere. Check out the website and see it for yourself by signing up for a free trial.


We were also showing HP Service Manager and had many current customers come by. It was a like a running family reunion, and we had lots of very positive feedback on the most current releases (now SM 9.33). If you are on an earlier version, you have to check out the latest versions. With respect to specific capabilities, the SM mobile interfaces, SRC (Service Request Catalog), and Process Designer were the hottest individual topics.


We were also talking about our new HP Propel and the emerging challenges facing IT of acting like a service broker, dealing with multiple catalogs and portals on the front end and multiple fulfillment options on the back end. What is IT to do? For an overview, check out a short youtube video.

You can then find more information on-line and signup for a free version of Propel that you can use forever (relative IT time anyhow).


And since Pink14 was in Las Vegas and everyone is a winner, here was our happy Passport Stamp winner from the event. For more pictures, check out and follow  @HPITSM on twitter.







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About the Author


HPE IT Service Management Product Marketing team manager spanning our solutions for the service desk, asset mngt, CMS, and more. My background is engineering and computer science in the networking and telecom worlds. As they used to say in Telcom, "the network is the business" (hence huge focus on service management). I always enjoyed working with customers and on the business side of things, so here I am in ITSM marketing.

on ‎02-20-2014 05:11 PM

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