I wanted to draw your special attention to the ITIL related sessions at the next HP Software Universe from June 15 - 18 in Washington D.C.:
In this case study, Blue Cross Blue Shield (BCBS) of Tennessee will describe to you how they use HP Service Manager (SM) Change Management with integrations to SM Incident Management, SM Configuration Management, and HP Asset Manager to apply ITIL-based service management practices and achieve compliance-based change management. They'll elaborate on their change management process, which must adhere to audit controls and at the same time be flexible enough to be used across the enterprise. You'll hear how they enforce controls in changes being rolled out, with specific focus in: 1) quality control during change assessment to make sure that required information is provided clearly and concisely; 2) change scheduling; 3) change approval; and 4) empowerment of the PMO to control the details of how changes are built, tested, and implemented.
Track: Pragmatic IT service management
In this session learn about the intersection between software tools and process concepts in the real world, from presenters who have implemented the most recent versions of the software for multiple customers. Specifically, we'll examine Service Manager 7.10 embedded best practices with an eye to what they mean in a real world implementation. We'll also address the Service Manager 7.10 blueprint. We'll look at how the processes and practices of ITIL are played out in HP Service Manager 7, outline key areas of convergence, and present real-life examples that apply to both the tool and the processes. We'll also look at how the evolution of the processes and tools are aligned, and how they have become integrated. Finally, we'll look at how deeply these integrated processes and tools are being adopted by real-world customers. The presenters of this session hold ITIL V2/V3 Expert certification, as well as Service Manager tool certification.
Track: Application lifecycle management, Pragmatic IT service management
Organizations today recognize the need to change their IT service delivery models by centralizing core enterprise delivery services, integrating IT service management (ITSM) software platforms, and standardizing their IT processes on ITILv3. However, more often than not, "paralysis by analysis" makes the task of making IT service delivery more cost-effective and operationally efficient is perceived as too overwhelming, risky, and costly.
The session will focus on the benefits of leading out and going through the enterprisewide ITSM transformation. It will also cover the approach and steps you'll need to take to control the costs and risks and achieve the goals you establish for your corporation.
Track: Federal track
Learn how HP software can help your team cope with two of your biggest challenges-meeting service levels and managing changes. We'll tell you how to balance resources, business objectives, and cost and then employ HP business service management solutions to monitor the health of business services and applications from the point of view of their consumers-your agency, its partners, and its constituents.
Then we'll tackle change management, control, and automation, presenting a change-management framework for federal IT teams that goes beyond ITIL specifications and uses techniques such as risk mitigation, impact analysis, and a virtual change advisory board to support better decision-making. You'll come away knowing how to reduce the cost of change.
Track: Configuration management systems, Federal track
Joint us for a case study of how one federal agency addressed pressing IT challenges such as the need for tool consolidation; the need for formal requirements, configuration support, and end-user training; a wide variety of tools performing niche functions; and limited resources and trained support staff. We'll explain an enterprise management system solution that combined 16 HP software products to automate manual processes. Well discuss people issues like customer vendor, and partner relationships, process improvements based on ITIL, and technology concerns addressed by the HP business technology optimization (BTO) strategy and the software that supports it.
Track: Consolidated event and performance management, Federal track
The configuration management system (CMS) construct combines many layers of technology and process, and the value is not always clear. This session will give you a big-picture view of why CMS is important and fundamental to IT service management. Presenters will address approaches to defining and measuring what a CMS does for other ITIL processes from a services and business perspective, and you'll come away with a clear understanding of why a CMS is essential and fundamental to any large IT operations-an understanding you can convey to executives and other initiative sponsors.
Track: Configuration management systems
Register with the code INSIDER at www.hpsoftwareuniverse2010.com and get $100 off the conference rate.