IT Operations Management (ITOM)

Using HP BSM to address common pain points

Using HP BSM to address common pain points


I recently participated in a Vivit webinar, HP BSM - Panel Discussion: Customers talk about their journey and success. I was joined by Eli Eyal of Playtech and Mark Laird of Steria. We had quite an engaging and exciting discussion during the webinar. I think so much vital information came from the discussion that I have decided to write a blog series of posts that will cover the questions we received from the audience.


Today let’s take a closer look at the first question:


What are some of the common pain points that you see in your customer-base, and how does the BSM tool address them?


Mark answered this question.


“It's a really interesting question. The key ones for us probably fall into three areas. Firstly the inability to find those faults when they occur. So I should be able to take a fault and understand who it is effecting, what it is effecting, more importantly what it might be caused by. So that's a key pain point.


The second one really is now that we are getting into this mobile world, we are getting into a mix of applications, we have got on-premise legacy code, we have got in-house developed code, we have got off-the-shelf applications, and much more commonly these days, we are seeing a lot of SaaS-based solutions.


BSM gives you the ability to pretty much monitor all of those with a single platform, a single interface, a single common view. And the third one really for us was -- and for our customers is-- actually the users are ringing the service desk before the IT department actually know there is a problem. Because they are looking at it very much from an infrastructure application, to the bottom-up view. BSM gives you the top-down view, it gives you the end user experience. It actually gives you very much more representative information or detail from the user's perspective. So what you see there is what you are actually delivering out to a user, what your services that are actually being delivered.


So those are the real key pain points that we see, so we get -- the information we are getting from our customers, and for some of them, we have customers where the BSM, the end user monitoring is pretty much all their interest because it’s the service that was based on, I don’t really care what the IT is doing as long as it delivers to the best of the facilities that we use.”



Here is an additional blog which shares how HP BSM has helped address customer pain points, How I get more out of monitoring: Why dynamic and predictive models identify faults quickly.

Learn more about BSM on the product page


  • infrastructure management
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I enjoyed listening to these guys, you should do more of these


Bravo!! One of the most pragmatic blogs. Very succint and addresses the core areas of BSM.


We need more of these things for emerging markets.


Keep it going!!

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