What’s new in
HP Service Manager 9.30
Kate Seamans
ITSM Solution Architect
©2010 Hewlett-Packard Development Company, L.P.
1 information contained herein is subject to change without
The
notice
Key trends affecting IT services
HP Service Manager 9.30 Benefits
Integrated, automated & cloud-enabled ITSM for the Instant-on Enterprise
Productivity
– Mobile extensions complement today’s active work styles
– MySM can be tailored to include additional SM or external data
– Enhanced Knowledge Management yields fast, effective searches
Ease of use
– Graphical Process Designer simplifies workflow and rules changes
– New reporting solution (Westbury) takes complexity out of reporting
– Streamlined data entry forms for three additional SM process areas
End-user – Access support self-services with service catalog portal extensions
Optimize –service
lifecycle
delivery
and
cost
Service catalog
portal provides
an interface
into cloud
satisfaction – New survey instrument (MarketTools) captures end-userenvironments
feedback
Easier
updates
– Assessment tool for better HP ServiceCenter migration planning
– Streamlined, utility-driven upgrade process minimizes error
SM 9.30 Highlights
Mobile client
New end-user self-service
Enhanced Knowledge Management
New Process Designer
Improved upgrade utilities
Web UI enhancements
Partner solution extensions
Mobile client
Benefit: shorten closure or approval time for
key SM users
• Field
support engineers (incident analyst)
− View and update an incident ticket (resolution status, descriptions, etc)
in real time
− Re-assign the ticket to proper assignment group in real time.
− View newly assigned high priority tickets
• Change
approvers
− Approve changes in timely manner outside working hours
− Approve or update change requests without opening up PC
– Wide range of Smartphones
• iPhone, Android,
Palm, Blackberry
Service Catalog
– Support Self-Service
• Browse
and search for support
items
• Submit
support requests to IT
for catalog or non-catalog
items
•
View and edit details and
status of all requests
– Service Catalog
enhancements
• Tailoring
• Approval
• Single
s and Delegation
Sign-On
Knowledge Management
– Enhanced search engine
• Market
leading search engine (Apache
SOLR)
• Wide
range of file types for indexing
• Improved
scalability and performance
• Improved Asian
languages support
• Simplified
thesaurus maintenance
through text based editing
– New search forms
with popular search engines 
increased user productivity
• Aligned
– New KM workflows
• Based
on new SM Process Designer
Process Designer
– Process user editing and
configuring of workflow,
conditions and rules
– Graphical workflow designer
• Build
states and transitions within the
SM Client
• Allows
the process user to manage the
types and number of workflows
– Graphical rule editor
• Graphically
create and edit business
rules
• Associate
rules with workflow states
and transitions simplifying
management
Improved Upgrade Tools
Source
installatio
n
SC 6.2
SM 7.x
SM 9.2x
Assessment
tool
Automation of
upgrade steps
Automated
merge
Assessment
phase
Upgrade
Steps and
Upgrade
Utility
Conflict
Resolution
and
Validation
Immediate assessment going
from days/weeks to a maximum
of 2 hours
Upgraded
installatio
n
SM 9.3
•Up to 54% reduction in manual steps
•25% savings in time
Up to 20-40% time saved by automatically
merging non-conflicting changes
Dramatic improvement in quality and overall timesaving
User Interface Enhancements
– Forms simplification
• Reduce
complexity and increase
efficiency
• Completion
of remaining main
forms:
− Request Management
− Configuration Management
− Knowledge Management
– MySM enhancements
• Improved
• Create
MySM performance
and share custom MySM
components
Partner Solutions
– Operational Reporting
• Partner
with Westbury to provide SM
reporting solution; SMI offering
dedicated to SM operational reports
• Nicely
complements strategic
analytics and KPIs delivered by HP
Executive Scorecard
– Surveys
• Partnering
with leading SaaS survey
solution provider MarketTools to
provide SM survey solution
• Special
starter-kit price and
integration available for SM
customers
Additional Information
– HP Live Network (HPLN)
•
HTML Emails
•
Operational Reports
•
Process Designer for Change Mgmt
•
NEW! Enterprise Collaboration (Release date TBD)
•
http://www.hp.com/go/livenetwork
– Practitioners Forum
12
•
Passport Site
•
ITSM, ITAM, OO, etc
•
http://h30499.www3.hp.com/t5/Practitioners-Forums/ct-p/sws-PracForum
HP Confidential
HP IT Performance Suite
Perform Better.
STRATEGY, PLANNING, AND GOVERNANCE
Executive Scorecard
IT Financial
Management
Project and Portfolio
Management
Application Portfolio
Management
Workforce and
Vendor Management
SECURITY INTELLIGENCE AND RISK MANAGEMENT
Software Security
Assurance (SSA)
Security Information
and Event Management
APPLICATION LIFECYCLE
MANAGEMENT
Application
Quality
Management
Application
Governance
Requirements
Management
Performance
Validation
OPERATIONS
MANAGEMENT
Data Center
Automation
INFORMATION
MANAGEMENT
Application
Availability and
Performance
IT Service
Management
System
Management
Client
Automation
Development
Management
Network Security
Application
Security
Validation
Data
Protection
Information
Archiving
Asset
Management
Network
Management
Configuration Management System
Enterprise
Records
Management
Extensibility, Orchestration, and Analytics
SERVICES AND SUPPORT
Assessment
Services
Managed
Services
Consulting
Support
Education
Thank You
©2010
Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
14
Process Designer Content Pack 9.30.0 Main Features
(1/2)
New ITIL v3 aligned process flows
• Standard, Normal & Emergency Changes
• Improved Forms
• Fully implemented on Process Designer (no use of Format
Control)
Changes and Tasks enabled on Process
Designer
Upgrade for existing Change workflows into
Process Designer
Additional Process Designer Rule Types
•
•
•
•
•
Ability to start and stop a clock
Ability to validate a field against a range of numbers and strings
Ability to validate a date against a date range
Ability to run a Service Manager Macro
Ability to send an HTML email
©2010
Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
15
Process Designer Content Pack 9.30.0 Main Features
(2/2)
Change Model
• New concept to support better change planning capabilities
• Allows you to apply starting information for a change using
templates and pre-defined tasks.
Task Dependencies
• Graphically define task dependencies within or across phases
General Usability Improvements
• Option to show rule validation messages in a status message or
pop-up
©2010
Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
16
Standard Change Workflow
A Standard Change is a preapproved Change that is of low risk and relatively
common and follows a procedure or work instruction; for example, a password
reset or the provision of standard equipment to a new employee.
©2010
Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
17
1
Normal Change Workflow
The Govern Normal Change activities describe the steps necessary to process
a Normal Change by coordinating work effort.
©2010
Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
18
1
Emergency Change Workflow
The Emergency Change workflow provides an expedited CHM process, which
implements Changes to the production environment when an emergency
caused by a service outage occurs. This process proactively prevents a serious
service outage.
©2010
Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
19
1