Transcript of a sponsored BriefingsDirect podcast on how one company is using HP tools to provide better documentation and user guides for employees and vendors.

1. HP Adoption Readiness Tool and Service Manager Brings
Better User Experience to Nordic IT Solutions
Provider EVRY
Transcript of a sponsored BriefingsDirect podcast on how one company is using HP tools to
provide better documentation and user guides for employees and vendors.
Listen to the podcast. Find it on iTunes. Sponsor: HP
Dana Gardner: Hello, and welcome to the next edition of the HP Discover Podcast Series. I’m
Dana Gardner, Principal Analyst at Interarbor Solutions, your host and
moderator for this ongoing sponsored discussion on IT innovation and how it’s
making an impact on people’s lives.
Gardner
Once again, we’re focusing on how companies are adapting to the new style of
IT to improve IT performance and deliver better user experiences, and business
results. This time, we’re coming to you directly from the HP Discover 2013
Conference in Barcelona.
We’re here the week of December 9 to learn directly from IT and business leaders alike how big
data, mobile, and cloud, along with converged infrastructure are all supporting their goals in new
and interesting ways.
Our next innovation case study interview highlights how EVRY, based in Oslo, is using Adoption
Readiness Tool (ART) to help its employees better use HP Service Manager. To learn how they
do that, we are joined by Sigve Sandvik, Solution Advisor at EVRY in Oslo. Welcome.
Sigve Sandvik: Thank you.
Gardner: Tell us first a little about EVRY, what your organization is, how big they are, and what
you do.
Sandvik: EVRY is Norway’s biggest IT solution provider. We’re a result as a
merger between two of the former biggest companies in Norway. We’re
approximately 10,000 employees, based in 50 locations, mostly in the Nordic
region and the Baltic, and we also have some colleagues in India.
Gardner: So you’re very well versed in IT technology and you are both the user as
well as using it to help others improve their businesses.
Sandvik: That’s true. My team called ITSM Tools Department, we deliver global tools to our
employees and also directly to our customers, but most of my customers are also my colleagues.

2. Gardner: What are some of the problems that you have had has as you have tried to get the most
out of your use of HP Service Manager. Tell us the degree to which you use HP Service Manager
and how you needed to improve on how that was being utilized.
Global tool
Sandvik: HP Service Manager is used widely in EVRY. It’s a global tool, and all employees
can access the system. Since it is a global tool, there are lots of people out there who need to
know how it works.
For example, if they are entitled just to call the internal help desk, they can do
that. But some day. maybe they’re not allowed to call the help desk. They need
to register a ticket themselves. They need to have a place to find information.
That’s the main issue when it comes to HP Service Manager and what we need
of documentation and user guides.
Sandvik
Gardner: Tell us your journey. What did you do and how did you discover
ART? How did it work for you?
Sandvik: Actually, it was a coincidence that we discovered the ART. My former manager was
attending a conference, I am not sure which one, but it was an HP Conference. He discovered
that there is a product out there that could actually help us making our documentation and user
guides better.
Before, when we signed up with external vendor, they helped us with recording the process, for
example, how to make a new interaction. They helped us with that and they also made the voice
over and printouts or the text from the voice. So it was basically a video you can play back.
The problem with that, of course, was that when we got the video, it was out of date, because we
had already moved on with the next release of our system. So the product wasn’t optimal
anymore. Besides, we had to pay the vendor a certain amount of money, and then if we wanted to
change it, they billed us extra for it.
Gardner: Explain how you were able to make the time to value compressed. How you were able
to create these documents, this training, these assets, but in a way that they weren’t obsolete by
the time you were able to use them in the field?
Sandvik: With the external vendor we used before the product was already made. We weren’t
able to change it, but with HP ART we were in a position where we could, within an hour, make
a small simulation and present it in a portable format, for example PDF or Word. We could also
present it on screen, with voice, and in multiple languages as well. But the most important thing
is that we were able to maintain the user guides and the documentation as we go. So we can just
add new parts and edit parts of the documentation we already have.

3. Gardner: And have you been able to expand the products and services that you have been
developing these assets for training and instruction for? How widely are you using ART?
Available resources
Sandvik: Today we are using ART not as much as I would like us to do because the resources
available is a factor here. In a perfect situation, I think EVRY would really benefit if we found
time to spend more resources on using or making user guides with HP ART more than we do
today.
We have made a lot of user documentation that we send to our customers and also to our vendors
and external subcontractors. The responses we get from these are really good. Also, the response
we get internally in our organization, when they see that we have these products and these user
guides,is that they want more of that. We would really benefit more if we could find time to make
more of this documentation.
Gardner: For any others who have not been using this real-time and adaptive training
capability, now that you have been doing it for a while, do you have any tips or suggestions for
them as to how they should use it or where they should apply it? Do you have any words of
wisdom for others who are considering this?
Sandvik: There are three things to make good simulations. You should concentrate on making
small bits. Do not make recordings too big. You should think about how you want to present your
documentation. Concentrate on one bit at a time and then put that together. For example, in an
online course, with HP ART, you’re able to put several simulations together.
In our online course, where you have the embedded menu, you can run the course, but the users
can click on the specific item of interest. They don’t have to run through the whole course. They
can just click on the specific item they want to learn a little bit more about. So I would start with
making small recordings first.
I also recommend spending some time on fixing the template. When you buy the product, you
will have the HP fonts and logo. We’ve spent some time adapting the tool so it has EVRY
template logo, colors, and fonts. It looks nice and is familiar to our employees.
Gardner: Have you been able to measure how the users of the product or products have gained
from the use of ART compared to before? Is there a soft or hard metric that allows you to say that
before they were doing this and now they’re doing that?
Sandvik: No, we haven’t. Perhaps we should measure how we’ve improved our learning or our
own internal use of the user guides. That is perhaps something we can have a look at.

4. With HP ART, for example, you can also make assessments where you can view simulations, and
then on the next page you will be tested. So we could easily track which employees have taken
the given course, but at this moment we haven’t done. We haven’t asked our employees if they
really use the documentation more.
Gardner: Very good. Well, we’ve been discussing how the HP Adaption Readiness Tool has
been helping EVRY, a large computer services company in Norway, to better inform and better
train their employees particularly around the HP Service Manager Product.
I’d like to thank our guest. We’ve been joined by Sigve Sandvik, Solution Advisor at EVRY in
Oslo.
Sandvik: Thank you.
Gardner: And also, thank you to our audience for joining us for this special new style of IT
discussion coming to you directly from HP Discover 2013 Conference in Barcelona.
I’m Dana Gardner, Principal Analyst at Interarbor Solutions, your host for this ongoing series of
HP Sponsored Discussions. Thanks again for listening, and come back next time.
Listen to the podcast. Find it on iTunes. Sponsor: HP
Transcript of a sponsored BriefingsDirect podcast on how one company is using HP tools to
provide better documentation and user guides for employees and vendors. Copyright Interarbor
Solutions, LLC, 2005-2014. All rights reserved.
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