Archive for the ‘Announcements’ Category

HP Service Manager 9.20

June 30th, 2010

With the release of HP Service Manager 9.20, HP not only released an update for Service Manager but also an alignment in version numbering with the BTO Suite. So it is release 7.20 renumbered. They did a tremendous job in improving the user interface by releasing an updated web user interface. They improved quality and performance on both the client and server side. HP improved the integration capabilities with the BTO suite on CLIP & CCRM, KM and change. Now they support the BTO incident data model.

Service Manager offers dashboards that can give you a real time overview of possible SLA breaches, open incidents by service, priority or location. This gives management a clear overview on how it is doing right now.

SMI Suite offers you a service management reporting solution that extends this dashboard feature in such a way that reports can be shared with others with a user friendly intuitive interface with drag and drop functionality. They can be incorporated in documents, PowerPoint presentations and even can be refreshed on the fly. Additionally one can drill down to the details of the underlying records a report is based on. To avoid heavy queries on the database during working hours, SMI Suite offers automatic scheduling and distribution of reports.

Luc

HP Software Universe has – like the World Cup – kicked off

June 14th, 2010

HP Software Universe is kicking off, and six of us from Westbury are currently in Washington DC for the show.

As I type, David vH, Richard and David dSA are hosting a training session (in association with Vivit, the official HP user group) around reporting for HP Service Manager and HP ServiceCenter.

Tomorrow the show proper kicks off and we’ll be manning booth 409 in the exhibition hall – make sure you stop by and say hello.

Throughout this week I’ll be blogging – including some video blogging if I can get my laptop to play nice  – and we’ll be tweeting more than than Ashton Kutcher, Diddy and Stephen Fry put together. Watch this space!

Tom

We fear change (and spiders)

June 10th, 2010

It’s not wrong to fear change. It’s a perfectly natural, evolutionarily-driven response.

But sometimes you have to embrace change. Like, when Westbury launches a brand-spanking-new website and Westblog site on the same day. Sure, everything’s new and different and you didn’t think there was anything wrong with the old sites, but you can’t stand in the way of progress.

The new main site – http://westbury-it.com – has been radically redesigned, from the bottom up, to more closely match our main marketing message – that we’re the vendor behind the operational reporting solution for HP Service Manager. We’re trying to keep things clear and simple, so the look and feel of the new site is also clean and spare, with some subtle gradients and limited use of bold color.

The Westblog site picks up where the main site left off, but with a few different touches to make it clear that you’re looking at a separate site.

The timing for the launch is no coincidence – we’re ramping up for the HP Software Universe 2010 show next week, and we’re hoping that many of the show’s attendees notice and take a look at the new site.

We’d love to know what you think about the redesign – let us know in the comments below or tweet us @westbury_it.

Tom

What is BI? – Tweetjam!

May 6th, 2010

On May 13th, 2010, from 2-3pm EDT, Forrester will host a tweetjam on the topic: “What BI is Not”. Blogs about the event can be find here and here, and the hashtag in use will be #dmjam, if you want to follow along.

There are two main reasons why I’m very curious about this event. First of all the topic itself. A solid definition of Business Intelligence is useful and helps vendors in their discussions with customers. I remember that it took Westbury several sessions with HP to make sure that our operational reporting solution for HP Service Manager/Center is fully complimentary to BI analytics solution HP has in this area. In the end a good understanding of all the various aspects of BI helped us to determine how the joint value proposition of HP and Westbury provides our customers a unique BI-solution for Service Management.

I’m also curious to see how a Tweetjam works out. I’ve never been in one and any new marketing tool using Social Media is exciting to me. So, if you like the topic or/and just fascinated by Social Media, this is the place to be on May 13th.

Floris

Westbury: The Lindsay Lohan of ITSM Reporting

April 14th, 2010

If any of you are under the impression that life as a Westbury employee is all high profile events, jetsetting around the globe and making personal appearances… well, actually, you’re kinda right.

We are, in fact, the Lindsay Lohan of ITSM reporting, without the daddy issues and suspiciously white nostril hairs.

To prove the point, we’re going to be involved with a whole slew of events over the coming months and we’d rather like it if you came along.

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Vivit Kansas City Local Interest Group Event – May 4th

Vivit’s local interest group in Kansas City, MO, is having an all-day event all about ITSM on May 4th – for users of HP Service Manager, HP ServiceCenter and HP Service Desk. The full agenda is still being finalized, but you can find more details over on the Vivit website. Our very own David de Swaan Arons will be presenting a session on ‘Best Practices surrounding ITSM Reporting’ from 2:00 – 2:30, although I’m sure the whole day will be extremely valuable. If, like me, you’re easily confused, try not to focus too much on the fact that it’s actually taking place in Olathe, which is outside Kansas City, but is actually in Kansas state. Unlike Kansas City, which is outside Kansas state, in Missouri. Too much for my tiny mind, I tell you.

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Arrow Partner Event – Dallas, TX, May 11th – May 14th

Arrow Electronics (http://www.arrow.com/) is having an event in Dallas, TX on May 11th – 14th and we’re going to be exhibiting. If you’re attending the event please stop by and say hello, and if you’d like to set up a one-to-one session, please email Floris at floris.verschoor@westburyusa.com.

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Minnesota HP ITSM User Group – May 21st

Details aren’t yet 100% clear yet, but there will definitely be a meeting of this user group – which is for users of HP Service Manager, HP ServiceCenter and HP Service Desk – on May 21st at a location yet to be determined. We will definitely be there and we’ll keep you updated on details as they emerge. Also keep your eye on http://mnhpitsmusergroup.com/, the user group’s own website.

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ITSMF Greater LA Local Interest Group Event – Long Beach Westin, May 25th

ITSMF’s LA chapter are meeting in Long Beach at the tail end of May, looking at excellence in service management, and we’re going to be there to present and share our inimitable wisdom on the subject. Other details are currently hard to track down, but you can find out more – and register – over at http://itsmfusa.org/gla-lig-excellence-in-service-management-conf.

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Vivit Chicago Local Interest Group Event – Chicago, June 2nd

We’re actually going to be sponsoring this event as well as presenting at it. The registration form is not yet available, but keep your eye on http://www.vivit-worldwide.org/chapters.cfm?action=allevents, and also follow us on Twitter (@westbury_it) where we are sure to be promoting it some more.

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HP Software Universe – Washington, DC, June 14th – June 18th

Otherwise know as ‘the big one’, if only because there’s a chance I might be there in person. Pretty exciting, I know.

The official website has a ton of information (http://www.hpsoftwareuniverse2010.com) but don’t be fooled by the dates they post. There’s going to be lots of interesting things happening before the official start of the show, including a session on Monday 14th at 1:00pm in Chesapeake 4 at the Gaylord National Harbor Hotel (the same venue as the show proper), in which our own Richard Verburg and David van Heusden (both Westbloggers in their own right) will run a session called ‘A Practical Approach to Operational Reporting from HP Service Manager / HP Service Center’. You can find more details over https://www.hpsoftwareuniverse2010.com/event/trainingandcert.html, under the ‘Vivit training’ session.

We will also be exhibiting at the show and I will be running around with a video camera trying to capture as much of the event – and its attendees – as possible. If you see me (I’ll be the handsome one in orange), make sure you come and say hello.

Tom

SMI Suite webinars: open enrollment

March 17th, 2010

Next week we’re going to be hosting two webinars showcasing the capabilities of SMI Suite.

These sessions are open enrollment, so anyone can join, but if you’re interested we need you to get in contact so we can let you have the logon details for the Webex session.

The webinars will be taking place on:

Tuesday, March 23rd, 2pm – 3pm EST

Wednesday March 24th, 2pm – 3pm EST

If you’d like to be involved in either session, please email info@westburyusa.com, specifying which one you’d like to attend.

And, as if any extra incentive were needed, there’s a free t-shirt for everyone who attends (let’s say maximum of five per company, just to weed out any t-shirt hungry ne’erdowells).

Hope you can make it

Tom

New Release: SMI Suite version 7.206

March 8th, 2010

The latest release of Westbury’s SMI Suite is now available, introducing exciting features that will serve our rapidly expanding customer base.

Building tomorrow’s product requires listening to the market. And with this version, Westbury’s product team has done just that. Process owners, for example, will find their quest for process optimization finally answered with this version’s ability to automatically analyze and identify inconsistent use of the processes implemented in HP ServiceCenter or HP Service Manager.  The latest version furthermore offers full support for HP ServiceCenter/Service Manager environments that rely on the IBM DB2 database platform.

Continuing to work in tandem with our customers, we are looking forward to further enhance SMI Suite in upcoming versions.

The Westbury Product Team

Vivit HP Service Management SIG update

March 8th, 2010

Latest news from the Vivit HP Service Management Special Interest Group

HP Service Management at the HP Universe 2010 in Washington DC:

If you’re planning on attending the HP Universe event, there are several activities and sessions taking place that might be of interest to you

1) Vivit training sessions

There are two special Vivit training sessions taking place:

- The first is called ” A practical approach to operational reporting from HP Service Manager and HP Service Center” (https://www.hpsoftwareuniverse2010.com/event/trainingandcert.html#4) and takes place Monday afternoon from 1pm to 5pm.

- The second is called “HP Service Manager advanced tailoring concepts and best practices” (https://www.hpsoftwareuniverse2010.com/event/trainingandcert.html#5) and takes place Tuesday morning 8am – 12pm.

2) HP Roundtable session on Service Management (https://www.hpsoftwareuniverse2010.com/event/roundtables.html#6)

3) Track Sessions – HP Service Manager falls under the umbrellas of both “HP Lifecycle Management” (https://www.hpsoftwareuniverse2010.com/event/tracks.html#2) and “Pragmatic IT Service Management” (https://www.hpsoftwareuniverse2010.com/event/tracks.html#15)

Aside from HP Universe there are several other Vivit events coming up with a focus on Service Manager:

1) The Chicago chapter is hosting an ITSM User Group (https://www.vivit-worldwide.org/chapters.cfm?id=122&action=event&chapterid=4&chaptereventid=538), taking place at the DoubleTree, Downers Grove, IL, on 10th March from 10am – 3pm

2) The Colorado chapter’s winter meeting (https://www.vivit-worldwide.org/chapters.cfm?id=122&action=event&chapterid=117&chaptereventid=536) includes sessions on HP’s ITSM roadmap for 2010 and reducing the cost and improving service levels of your help desk. The meeting takes place on March 5th, from 9am to 3pm at Denver Water on 12th Avenue in Denver.

3) The Greater Toronto chapter’s 8th Vivit GTA meeting on 9th March (8:30am to 12pm at HP Canada in Mississauga) will include a presentation by Robert Lee of Achievo on migrating to SM7, and a session on responding more quickly to incidents, by HP’s John Moore.

In other news:

1) Gartner’s Magic Quadrant for the IT Service Desk report (https://h10078.www1.hp.com/cda/hpms/display/main/hpms_content.jsp?zn=bto&cp=1-11-85^12473_4000_100__) pits Service Manager against its competitors

2) HP has released a new video focusing on ITSM: http://h30423.www3.hp.com/index.jsp?fr_story=6d59bb1b1c901defc095321a2717b0b9a87189d6&rf=bm

Other resources:

The HP Service Management SIG pages on the Vivit site (http://www.vivit-worldwide.org/chapters.cfm?id=122&action=content&contentid=1094&chapterid=186) includes a list of forums (or fora for those of you who had the benefit of a classical education) where you can discuss, ask and answer anything about HP Service Manager.

See you at HP Universe 2010!

Floris

Self Service Reporting training at HP Universe

March 3rd, 2010

If you are thinking about attending the HP Universe 2010 in Washington DC, please find below an other reason why you should!

Westbury will perform a hands-on training for all HP ServiceCenter or HP Service Manager people working on reporting, regardless of the BI tool you are using.

Please register for the event and training at:

https://www.hpsoftwareuniverse2010.com/event/index.html

A practical approach to operational reporting from HP Service Manager and HP Service Center
(Monday afternoon) 1pm – 5pm

Attend this class and hear from Richard Verburg and David Van Heusden about the HP Service Manager reporting options. You’ll also gain practical insight into how you can access data from HP Service Manager. Specific topics will include:

  • The importance of ITSM reporting from HP Service Manager, and the need for an iterative approach
  • Steps involved in the reporting process, from requirements gathering to the distribution of completed reports
  • HP Service Manager reporting options, from dashboards to generic reporting technologies to point solutions
  • Data storage and access
  • HP Service Manager data challenges such as array fields (e.g. clocks, journals), CLOBS and BLOBS
  • Hands-on exercises for defining, building, and running reports
  • Tips on how and where to zoom into reports for added value

Floris

Rubik solutions and Westbury join forces

January 22nd, 2010

It’s only once in a while we issue a press release, so I thought I’d take the opportunity to share it with you in all its glory:

Rubik solutions and Westbury join forces in delivering high quality IT Service Management solutions in the Benelux and Nordics region.
Rubik Solutions and Westbury have signed an agreement to further strengthen their partnership in delivering high quality IT Service Management solutions and services in the Benelux and Nordic Region.

As part of the agreement , Rubik will offer its broad portfolio of services based on the HP Software solutions, including the migration to HP Service Manager, to the Westbury customers running HP Service Desk software.


Over the past years, Rubik solutions and Westbury have cooperated on many occasions, sharing both knowledge and experience. In addition to offering its proven expertise to Westbury’s customers, Rubik Solutions will actively promote and sell Westbury’s Service Management Intelligence Suite (SMI Suite).


“Rubik Solutions is a highly skilled and knowledgeable partner with years of IT Service Management expertise. We have full confidence that they will perform the migrations to the complete satisfaction of our customers. In addition, this partnership enables us to exploit the market for SMI Suite to its full potential in both the Benelux and Nordics region ”, says Floris Verschoor, CEO of Westbury
.

“I am happy both Rubik and Westbury can continue to focus and build our core businesses, and this agreement helps us both in doing just that. It is a clear win-win situation”, says Erik Larsen, CEO of Rubik Solutions. “By including the operational reporting capabilities of Westbury SMI Suite we are able to complement our end to end Service Management solution and help our customers in maximizing the efficiency of their Service Management processes.”
About Rubik
Rubik Solutions is a leading provider of solutions for enterprise architecture and IT management in the Nordics and Benelux. Rubik has a solid background in delivering solutions to large and medium enterprises in different industries. The company offers solutions for IT management, project and portfolio management tools and solutions for enterprise architecture and strategic IT planning.

Additionally Rubik develops and markets its own Information Consolidation Manager software, an application that collects and combines data from various data sources and tailors this data for HP Service Manager and for the uCMDB (universal configuration management database). Rubik Solutions is headquartered in Oslo, and has 12 branch offices in Norway, Finland, Sweden, Denmark, Netherlands and Belgium. The company has 130 employees.
About Westbury
The Westbury advantage.
Westbury Service Management Intelligence empowers organizations to prove IT’s value to the business.

Our Service Management Intelligence Suite helps you gain Insight, Improve quality of delivered services and Impress your customers. Established in 1998, Westbury has offices near Amsterdam (NL) and in Cambridge (MA,USA) servicing mid & enterprise size customers. The global team of highly professional Service Management Intelligence experts combines over a decade of ITSM and Business Intelligence expertise. Westbury is an HP Software Platinum Business Partner, honored with multiple achievement awards. Westbury is founder of Service Management Intelligence.

Press contact:
Rubik Solutions, Erik Larsen
CEO +47 91 75 52 63
Rubik Solutions, Pieter Spilling
Corporate Marketing Manager +47 93 05 57 31, psp@rubiksolutions.com This e-mail address is being protected from spambots. You need JavaScript enabled to view it.


Westbury, Suzanne Glorie
Marketing Manager +31-646217033, suzanne.glorie@westbury-it.com