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This case study analyzes how the HP Enterprise Service Anywhere IT service management technology was adopted and utilized in supporting the objectives of FARO Technologies, a company that provides 3D measurement technology.


  • FARO’s experiences demonstrate that successful adoption and utilization of any new ITSM tool requires organizations to consider much more than just the technology. It is important to review and optimize processes currently in place, while also exploring how new practice efficiencies that can be realized.
  • Managing expectations and communicating the intended value of any new technology is important in gaining buy-in to any deployment initiative.

Features and Benefits

  • Understand why regular engagement with vendors will be important in helping enterprises realize continued value from technology investments.
  • Learn about some of the opportunities realized through the adoption of ITSM technology.

Key questions answered

  • What are some of the opportunities that can be realized through the adoption of ITSM technology?
  • What were important criteria identified by FARO when selecting an ITSM tool?
  • What value can HP Enterprise Service Anywhere bring to an enterprise?

Table of contents


  • Catalyst
  • Key findings
  • Ovum view

Recommendations for enterprises

  • Key lessons learned

Solution selection

  • Background

Solution analysis

  • Solution deployment
  • Outcomes


  • Key facts about the solution


  • Methodology
  • Further reading
  • Author

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