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Katie McKenna | May 22, 2017

HDI 2017 Recap: One Solution Expert’s Experience

What a week we had at HDI 2017! After much planning and having tons of fun at the show, it can be sad to see yet another HDI Conference in the rearview mirror. However, now is the perfect time to reflect on the major takeaways from our conversations with attendees to see what is top of mind for ITSM professionals. We sat down with Tim Wilde, EasyVista Sr. Solutions Consultant, to get his insights from the event. Tim was close to the action, manning our corporate booth at all hours, and had some excellent conversations with conference-goers.

Trending topics at HDI 2017

What main challenges were HDI attendees looking to solve?

Tim: In speaking with attendees, there were two main problems that surfaced time and time again. The first being help desks outgrowing their existing tools. And secondly, that the ITIL maturity of organizations were exceeding what their current tool allowed them to do. (See how you can check your ITSM maturity for free below!). In a nutshell, IT organizations need MORE! More capabilities, more functionality, and support for more ITIL processes.

What did ITSM Leaders want to see during your EasyVista demos?

Tim: When I asked attendees what they disliked most about their current solution, they gave a laundry list that included: too difficult to manage and configure, not flexible enough, poor reporting, too limited in capabilities, etc. Attendees really wanted to see the core capabilities of Incident and Request Management—but not just how they worked. They wanted to see how those processes integrated with the rest of the modules and how easy it was to make changes and edit forms or workflows.

Tim Wilde, EasyVista Sr. Solutions ConsultantWhat topics came up most in booth discussions?

Tim: Companies are looking at the comprehensiveness of an ITSM solution as a key factor. I had a lot of discussions surrounding the integration of all ITIL processes into one tool. I think this is due to the fact that a lot of attendees were looking to replace more limited systems that they had outgrown with a single solution. I’m happy to say they were impressed by the breadth of processes available in EasyVista’s product.

What were attendees excited about?

Tim: Service Apps and Dashboards continued to be a big hit. Some attendees commented that they had just always assumed they would have to use something like Tableau to make their reports and data look good enough for use outside of IT. They were impressed with EasyVista dashboards, saying they would have no problems putting our dashboards directly in front of their clients. In fact, the words “beautiful” and “modern” were used! They also really loved the visual Service Request catalog and how easy it was to click a picture for the thing you needed.

Additionally, attendees were very interested and impressed by the ease of delivery for IT staff. Drag-and-drop editors and wizards and automation tools in EasyVista Service Manager substantially reduce the amount of work required.

Thank you, Tim, for the above snapshot into your HDI 2017 experience!

Thanks to all our booth visitors!

Last but not least, we’d like to give a warm thank you to everyone who visited us in the EasyVista booth and attended our sessions. We loved hearing about what topics are important to your IT organization and which challenges you’re facing. We hope we were able to provide you with some advice and information that will guide you on your ITSM journey.

As a special thanks, we’re providing a complimentary ITSM maturity assessment offered by an experienced and objective third-party consulting agency. It’s a terrific way to measure your current ITSM maturity AND get a process improvement roadmap with specific recommendations.

ITSM Maturity Assessment – Click here to check your maturity!

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Katie McKenna

Katie McKenna enjoys learning and sharing all things ITSM, IoT, SaaS, and IT Consumerization. She is also an avid reader, pizza enthusiast, and horror movie lover.