1 ©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

HP Software

CMS/UCMDB/DDM Practitioner’s Forum Overview 2012 Edition For Customers and Partners

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UCMDB/DDM/CMS Practitioner’s Forum

– Overview

– Documented Success So Far

– What is the Value to the Practitioners and to HP

– What the Audience and Community is Saying

_____________________________________________

– How to Attend and Participate

– Agenda, Format, and Rules

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The Practitioner’s Forum is a Weekly Audio Round-Table For Practitioners

– Moderated by Jody Roberts, HP Software CORD

– Focus: UCMDB, DDM, & CMS

– Develop and Share Content, Practice, and Strategies

– Grow the Community

– Improve the Product

– Detail ranges from beginner to advanced topics

– Occasional special presentations draw large crowds

– Usually ~90 minutes, ~30 attendees

– Detailed journal of minutes maintained

– One part of a broader set of community resources

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Results

4,500+ documented hours of UCMDB/DDM customers, talking with HP Software.

– Increased customer goodwill

• Dozens of problems have been solved immediately

• Saved customers’ time and effort

• Saved HP support costs

•Early Warning System – continually benefits HP and customers

~100 feature enhancement requests (some actually made it in the product)

– Networking and experience-sharing among inter-customer community

– Many renewals, referrals, new licenses – but uncounted

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Increased Collaborative Thought leadership Customers are helping each other, generating best practices!

– Result: We have a more educated and interactive user

– Result: We have more and higher quality field contributions

– Result: Less dependence on a few HP experts due to a more mature community

– Community accelerates maturation of the next generation of practitioners

– Community is a better customer to the vendor

– Community accelerates product improvement

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What is the Value to the Community

– 2010 EMA Radar Report Survey* quotes customers : the

forum is a distinguishing competence for HP

– Knowledge sharing ROI – often a quick solution exists

• Solutions re-used as available, no process effort/delay!

– practitioner: “I didn’t have to spend hours emailing logs and proving to

support that I had a solvable problem, the guy just told me the answer.”

• Fast, direct ROI for new customers in critical implementation phases!

• Accelerated discussions on advanced topics between experts!

– Networking with peers and HP contacts

– Easier to maintain alignment with HP strategy

– Field content distribution

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What is the Value to HP

– Allows HP SW to continually stay in touch with the field and customers

• Not just quarterly or annually, or at conferences, or via Support

• Not just the top few customers, or the most vocal/problem customers

• Acts as Early Warning System: catches problems infrequent contact misses

• Easy for Customers to report success – “no fuss” to disclose and capture

• Trusted advisor status with many customers

• Better appreciation for each other’s challenges and needs

– Field Content Collaboration:

• Customers, Partners, and HP sharing

• Discovery content, federation/integrations, fixes and workarounds

• Documents: how-to, best practices, tutorials, Strategy guide

• Enhancement requests go to Product, Bugs go to Support

A Real Two-Way Street in the Community

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Why The Practitioner’s Forum Works Touch Points in the Power of Community Cycle

Experience Acceleration (Practitioner)

Knowledge Sharing (Practitioner)

Maturation Acceleration (more Customer Champions, created more quickly)

Software Quality Acceleration (Vendor)

- Increased quality of

feedback to vendor

- Vendor understands

market better

Better Alignment with

customer needs = Better R&D

Better R&D = Better Product

Community

Connections

Established

(Experts Experts)

(Experts New)

(New Experts)

Document the

Problem-Solving

(Best Practices)

Accelerated

Time-to-Value

Champion-building and

Best practices are natural

results of community

New Generation

of Practitioners

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Who is the Audience

– Customers and Partners

• Tech, Sr. Tech, Tech mgt.

• Architects, Strategists, Consultants

• ITIL/ITSM – configuration manager change manager,

CMDB admin, Service/Asset manager

– HP

• Presales: architects, strategists

• Postsales: consultants, engagement managers, PS, TS

• Product: CORD, PM, PMM, Customer Support, R&D

• Global Technical Enablement, Customer Education

– No prospects or public unless pre-announced and

“escorted” by HP - not many prospects participate

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Attendance and Growth

• Call #1 July 26 2006 • As of the 261st mtg 14 Dec 2011: • 400+ forum-hours • 4,500+ customer-hours • 6,900+ participant-hours • 2+ Mb of hand-typed notes in the Forum’s Journal

• 98%+ call stability • 40% active participation • 75% of Gartner’s CMS Forum are participants in this forum • 80% of participants are non-HP

0

5

10

15

20

25

30

35

All 2006 2007 2008 2009 2010 2011

Average Attendee Count

All

2006

2007

2008

2009

2010

2011

0 10 20 30 40 50 60 70 80 90

100

7.2

6.2

00

6

10.2

5.2

00

6

2.1

4.2

00

7

6.2

7.2

00

7

9.2

6.2

00

7

1.8

.200

8

4.2

.200

8

6.1

8.2

00

8

9.1

7.2

00

8

12.1

0.2

00

8

3.1

8.2

00

9

6.3

.09

9.2

.09

11.1

8.0

9

3.3

.10

5.1

9.2

01

0

8.1

1.1

0

10.2

7.1

0

2.2

.11

4.2

0.1

1

7.6

.11

9.2

1.1

1

12.7

.11

Attendee Count

0%

20%

40%

60%

80%

100%

1

12

23

34

45

56

67

78

89

100

111

122

133

144

155

166

177

188

199

210

221

232

243

Non-hp % attendance

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Practitioner Comments “I just wanted to share with you how very impressed I was today. You do an outstanding job running this forum and I wished I had <attended> fifty some meetings ago! Configuration Analyst PSP - Configuration Management

“Thanks for the great forum.”

Banking Customer

“I am glad you’re doing this call on a weekly basis. There is so much to learn and this seems to be the best way.” PSO Senior Consultant

“Thank you once again for hosting the UCMDB Practitioners' Forum; it has been a wonderful and needed resource over the years I have been involved in MAM and UCMDB.”

4-year UCMDB Administrator

“That thing rocks!” HP Presales Engineer

“I found the forum very valuable.” Data Ctr. Migration Mgr.

“…the observations and suggestions provided in the Forum are proving to be very helpful and informative. Jody conducts the Forum in a very professional manner, and the HP contributors provide very instructive technical answers and suggestions. The Forum provides a unique opportunity for users to exchange hints and suggestions, and I am personally finding the sessions to be very valuable. Thanks…for providing such a service.” Health Insurance Customer

“This is an awesome forum.”

HP Solution Architect

“I was able to solve a lot of my problems with the help I got from your forum.”

Consulting Partner Owner

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Are You a Practitioner? Join Us at the Round Table.

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How to Participate

• Join our weekly call:

• Wednesdays, 10am Central US time

• US Toll - 702.696.4520

• Toll-Free - 866.409.2889

• Pass code - 723 750 1274

• Please do not redistribute to those outside your organization

• Please let Jody Roberts know if others should be invited or removed

• You MUST get on the list so you will know about cancellations or

special presentations – email Jody Roberts if a colleague forwarded the

invitation

• While on the call, please mute your line if: • You are not engaged in a discussion and:

• You are outdoors/in a moving vehicle/etc.

• DO NOT PLACE THE CALL ON HOLD OR THE ENTIRE FORUM

WILL BE FORCED TO HEAR YOUR ON-HOLD MUSIC!

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Practitioner Resources

• Virtual Room for occasional presentations:

https://www.rooms.hp.com/attend/default.aspx?key=RPM98FLVMK

• Online Communities on HP Livenet: hpln.hp.com

• Discussion forums, content downloads and uploads

• CMS: https://hpln.hp.com/group/configuration-management

• UCMDB: https://hpln.hp.com/group/universal-cmdb

• DDM: https://hpln.hp.com/group/discovery-and-dependency-mapping

• Use your UCMDB/DDM-enabled HP Passport / Support user ID

• Blog for CMS, UCMDB, DDM and other ITSM: http://h30499.www3.hp.com/t5/IT-Service-Management-Blog/bg-p/sws-ITSM_BLOG

• Email invitation, international phone numbers, or feedback on the forum: email Jody.Roberts@hp.com

• Invitation is via email so we can BCC and protect your email address

• Placeholder invite is included in the email invitation

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Standing Agenda

0-5: Gathering and Welcome

6-10: Commencement, roll call, entry-exit tones

muted, news and announcements, survey question*

15-?: Round table discussions** or Special Presentation if scheduled. An abbreviated round table may be held after the presentation.

? – last call for questions, and General dismissal.

* The Moderator will occasionally pose a survey question to the audience about a common, relevant, interesting question.

** The round table format is explained on next page.

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Moderated Round-Table Format – Each person at the table gets their turn in the order in which

they joined the call.

– On your turn you can raise any in-scope question or topic.

– Anyone else can respond with any comments or more

questions, etc. to which you can respond as well if you wish.

– Discussion continues until there are no further responses.

Then the speaker presents their next topic.

– This is repeated for all speakers, topics per speaker,

discussions per topic.

– Final call for comments at the end for second thoughts

and late joiners. No one gets left out. Results of research

conducted during the call.

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Forum Rules – Respect & Help Each Other

• Lively, involved discussion is encouraged

• We try not to take good discussions offline – informal 10-minute limit per topic

• If you have a problem and a solution isn’t offered, you should have a Support case open

• The Forum is not a complaint dept. If you have an open case, it’s ok to discuss but not dwell on it

• We are open and honest – but no bashing , please

• Professional conduct expected

• Roadmap / Rev Rec rules stringently adhered to

• Non-practitioners are allowed only via announcement and with an HP or partner “escort”

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Thank you