What’s New in HP Service Manager 9.20 Name and Title Date 1 ©2009 HP Confidential What early adopters have to say about Service Manager 9.20 “This new Service Manager user interface is so much cleaner and easier, and more intuitive. I love the streamlining of the buttons and the tailorable record list views.” - South Africa-based media and communications service provider “I am impressed. It is clean, organized, and everything is within a click which is 100 times better.” - U.S.-based manufacturing and distribution company 2 ©2009 HP Confidential HP Service Manager 9.20 A fresh new look for enterprise strength IT Service Management • Enhanced Web 2.0 UI for superior operator efficiency • End-to-end solution automation for higher agility 3 HP Service Manager 9.20 Why version 9.20? – Service Manager 9.20 is a minor release following Service Manager 7.11 – The major version number ‘9’ has been changed to align with the launch of “BTO 9” in June 2010 – The June release will also include: • BSM 9 • BSA 9 • UCMDB and DDM-A 9 – For upgrade planning purposes, you should consider this release to be Service Manager 7.20 – Service Manager 9.20 is a minor release in terms of impact on data model and application functionality 4 Service Manager 9.20 Release Themes Doubling down on a modernized web experience Improved User Experience • Web 2.0 UI update for key processes • MySM Dashboard leveraging BTO UI Mashup • Enhanced change management including new change calendar • Localization enhancements • New Documentation Performance and Quality • 10% - 30% improvement in web client • Enhanced Server Resiliency • COST program with customer data BTO Solution Supporting Integrations • Enhanced support for CLIP & CCRM • Operation Orchestration integration with KM and Change • Supports BTO Data Model for Incident 5 Service Manager 9.20 Improved User Experience Web 2.0 UI update for key processes 6 ©2009 HP Confidential HP Service Manager 9.20 Modernization and streamlining of the web interface Form Modernization & Simplification • • • • Reduced complexity and better efficiency Field and label alignment New mandatory field indicator Collapsible sections and sub-sections Improved Look and Feel • Consistent with other BTO applications • Cleaner and more optimized layout • Easier customer brandability Optimized ease of use • • • • 7 Improved Menu Navigator Enhanced record lists Simplified tool tray MySM Operational Dashboard HP Service Manager 9.20 Modernization and streamlining of the web interface Before After 8 HP Service Manager 9.20 Form modernization redesign drivers • Modernize user forms to Web 2.0 • Reduce clicking required to see frequently used information in tabs • Make optimal use of the available browser space • Reduce complexity and improve efficiency 9 HP Service Manager 9.20 Form modernization design overview Better use of browser space available • Design for commonly used monitor size and screen resolution • Collapsible sections • Larger text areas and wider tables Reduce Complexity • Hover-over fields • Related records consolidated into a single table • History tab information consolidated into Activities table Improve efficiency • • • • 10 Update frequently used data with fewer clicks Field order changed for consistency and efficiency Right-aligned labels and new required field indicator Section ordering based on frequency of use HP Service Manager 9.20 Form Modernization 11 HP Service Manager 9.20 Form Modernization 12 Service Manager 9.20 Improved User Experience Record List Enhancements 13 ©2009 HP Confidential HP Service Manager 9.20 Record List redesign drivers • Enhance one of the most often used SM components • Incorporate new Web 2.0 technology via GWT Widget • Improve use of browser space • Remove multiple, nested scrolls • Provide better control over record list views • Improve keyboard operation of the record list 14 HP Service Manager 9.20 Record list design overview Better use of browser space available • Moved controls from left side of record list to tool tray • Record list fills the entire vertical and horizontal space available • Only one scroll bar is visible, rather than a browser scroll bar and a record list scroll bar More control over record list views • Choice of 25, 50, or 100 records per page •Paging control improved to be more intuitive •‘Count Records’ button and page count information improved • Sort indicator shows which column is sorted and in which direction • Multi-select of records using the keyboard improved • Auto refresh added to complement manual refresh 15 HP Service Manager 9.20 Web 2.0 record lists 16 HP Service Manager 9.20 Web 2.0 record lists • End user can select the number of records per page • View 25, 50 (default) or 100 records. • Using the paging control • Forward and back one page at a time. • Visit first or last page • Enhanced Page Count • New! Sort indicator 17 HP Service Manager 9.20 Collapsible sections – New collapsible sections and sub-sections provide a component to allow vertical organization of forms and a more streamlined user experience – Replaces tabs – Administrators can control the styling of the section headers by changing the font, size, and underline – Users can navigate to and past the collapsible sections using the Tab and Enter keys. 18 Service Manager 9.20 Improved User Experience MySM Dashboard 19 ©2009 HP Confidential HP Service Manager 9.20 MySM Dashboard leveraging BTO mashup technology Feature Drivers • Provide role-based graphically driven operational summary data • All end-users can easily customize charts in real time via a simple dialog with drop down lists • Allow users to navigate by interacting with charts 20 HP Service Manager 9.20 Flexible Component Layout 21 HP Service Manager 9.20 End user customizable 22 Service Manager 9.20 Improved User Experience Additional Usability Enhancements 23 ©2009 HP Confidential HP Service Manager 9.20 Improved Navigator – New accordion design provided Web 2.0 look & feel – Navigator expand/collapse control (circled) allows more intuitive navigation – Navigation tabs no longer overlap navigator, making their scope clearer. 24 HP Service Manager 9.20 Enhanced tool tray menu – Consistent tool tray menu buttons across user forms – Specify intuitive and explicit labels that correspond to user actions – Simplify tool tray menu for clear and concise action 25 HP Service Manager 9.20 Web client brandability – Now administrators easily change the masthead at the top of the form to reflect their company’s brand logo, colors and look-and-feel – Support for multiple Cascading Style Sheets (CSS) means companies can select from alternate themes. 26 HP Service Manager 9.20 - Customization can also include the Navigator area, but this requires more Web development expertise. 27 Service Manager 9.20 Improved User Experience Enhanced Change Management 28 ©2009 HP Confidential HP Service Manager 9.20 Change Management embedded functionality – Updated and streamlined Change Management forms • Replaced tabs w/ collapsible sections, right-aligned the field labels, with look-and-feel that is consistent with other BTO organizations – New Change Calendar • Now embedded for users of Change Mgmt, Problem Mgmt, Incident Mgmt, and Service Desk • Has a more familiar MS Outlook-like look and feel for easy adoption – Powerful decision support • Calculated Release Control Analysis (RCA) change risk and impact helps determine change type and workflow and displays in-situ when working with RFC’s in Service Manager – Powerful new features planned for “sim ship” w/ SM 9.20 (as unloads): 29 • Auto-suggest optimal time window for RFC: RFC scheduling utilizes the Change Planner to auto-suggest the next available “ideal” timeframe for particular type of RFC • Automate change implementations: Integrate Operations Orchestration (OO) flows to initiate change actions automatically • Multi-tenant SM + RC integration: Enhanced support for RC integration in Multi-Tenant environment HP Service Manager 9.20 Change Management embedded functionality 30 Service Manager 9.20 Improved User Experience Localization Enhancements 31 ©2009 HP Confidential HP Service Manager 9.20 Localization Support – Clients localized at Ship Release – Applications and online help to release within 90 days – Supported Languages = Same as SM 7.11 • Software: English + 13 languages • Online Help: English + 8 languages • SM+UCMDB Integration Guide: English & Japanese 32 HP Service Manager 9.20 Localization utility for status and codes New Record Tag Localization Utility – Enables the externalization and localization of statuses and codes • Boolean values, ticket status, category, etc. – Provides localized global lists support – Automates screen and data policy modifications to use localized values 33 HP Service Manager 9.20 Coming Soon – Open L10N – The Service Manager Open Localization Toolkit provides the means for partners to create language packs • Addresses windows client, web client, server, and applications. • Does not include help server and documentation – Shortly after we will add support for Right to Left Languages – First delivery will be for SM 7.1x – Support for SM 9.x series will follow 34 Service Manager 9.20 Improved User Experience New documentation 35 ©2009 HP Confidential HP Service Manager 9.20 New documentation – Document Engine tailoring guide • Offers procedures, explanations, and best practices for the Document Engine in Service Manager, a tailoring tool that offers customers the possibility to customize the system without the need of RAD changes. – Wizards tailoring guide • Discusses the purpose and functions of wizards. It describes the Wizard tool that you use to create new wizards, and defines and describes each of the fields the tool includes. – Web Services tailoring guide – Entity Relationship Diagrams • Problem, Change, Configuration, Service Desk, and Incident … more to come – Help Server Launch Page • New opening page in the help that will give our customers a better and easier method of finding key information – PDF printouts of ALL online help 36 HP Service Manager 9.20 Entity Relationship Diagrams 37 HP Service Manager 9.20 Help Server launch page 38 Service Manager 9.20 Performance & Quality Web Client Performance 39 ©2009 HP Confidential HP Service Manager 9.20 Web client performance improvements – Improved web client performance when moving between tabs and upon loading and supports the theme of improved User Experience – Techniques 40 • Options menu will not use icons • Pre-load frequently used images • Caching of RAD threads on the browser side to avoid web server round trips when switching from one navigation tab to another • Improved web tier scalability through improved HTML generation performance • Moved JavaScript loading to end of page so user can interact with page without waiting for all JS • Minify CSS at build time (strip the whitespace out of the script) • Minify JavaScript at build time Service Manager 9.20 Performance & Quality Server Resilience 41 ©2009 HP Confidential HP Service Manager 9.20 Scheduled recycle of key SM processes – The administrator can use the new restart command to schedule the restart of one or all Service Manager processes on a host – Restarting one or more processes allows Service Manager to offer high availability without having to restart the operating system of the Service Manager server – A useful tool to troubleshoot or release system resources – Allows the Administrator to specify the grace period before a process restarts – The Administrator can schedule a notification message to go out to affected users to prompt them to logout and log back in before the grace period ends 42 HP Service Manager 9.20 Notification of scheduled recycle of key SM processes 43 HP Service Manager 9.20 Support for MS Windows 2008 Server ASLR – A new SM server feature provides a mechanism to automatically select a valid shared memory location so that our users don’t have to manually analyze SM process space to find a valid shared memory space – Supports the following platforms: • Windows 2003 32 bit / 64 bit / 32 bit with 3G switch • Windows 2008 32 bit / 64 bit 44 What’s New Windows 2008 Server has a new security feature which randomizes the location of the DLLs in the process space. This feature causes SM to be unable to allocate the same shared memory location across all SM processes. Service Manager 9.20 Performance & Quality Advances in quality 45 ©2009 HP Confidential HP Service Manager 9.20 Investment in quality since SM 7.11 206% increase in automated tests 167% staffing increase in QA team 50% staffing increase in PCoE team Testing against customer data sets 46 HP Service Manager 9.20 COST Program details The objective of the COST (Customer Orient Scenario Testing) Program is to test Service Manager (SM) from the individual customer’s perspective, using real business scenarios executed on authentic data. Engineers will conduct an actual upgrade and validate customer’s existing configuration to better understand how it is used in the field to ultimately provide a higher quality in the next release – Problems encountered have a higher probability of being fixed by GA. – Opportunity to have the customer's specific environment and scenarios tested by HP Software R&D. – Minimize overhead and business impact when rolling out a new release – Awareness of defects and issues to make a proper business decision – Communicate product feedback directly to HP R&D – Validate legacy configuration after upgrade – Test new feature and functionalities to determine the customer’s business impact – COST program performed at no cost 47 Service Manager 9.20 BTO Solution Supporting Integrations 48 ©2009 HP Confidential HP CLOSED LOOP INCIDENT & PROBLEM MANAGEMENT Highly automated fault-to-recovery to optimize service availability & performance • Integrated and enriched event & performance management, from the infrastructure to the end-user • Understand business service levels and impact for better incident prioritization • Faster problem isolation and automated incident remediation • Alignment across IT domains through integration with other ITSM processes like change, configuration management and knowledge management 49 IDC: 75% Reduction in number and duration of outages and performance degradations HP Service Manager 9.20 CLIP Support: KM articles contain links to Operations Orchestration flows – View/add/delete OO Flows in KM knowledge articles for use by SM service desk users 50 HP CHANGE, CONFIGURATION AND RELEASE MANAGEMENT Maximize process efficiency, improve risk posture and meet service levels • Maximize IT operations efficiency by standardizing and automating key processes • Reduce risk by providing effective IT controls, impact analysis and a track record of all changes • Improve collaboration between stakeholders through CAB virtualization • Optimize cost by utilizing ITILv3 best practices and automating change implementation 51 Reduced risk when deploying changes resulting in 70% fewer bad changes HP Service Manager 9.20 CCRM Support: RFC records contain links to Operations Orchestration – flows Automatic and manual execution of OO flows for automated provisioning 52 HP Service Manager 9.20 SM + UCMDB enhancements – Support for UCMDB 9.0 – SM + UCMDB integration multi-tenancy support • Synchronization of SM Company ID with UCMDB Company ID allows for simplified administration • DEM rules are now tenant aware • Viewing of CI Actual State is now tenant aware – BTO Data Model (BDM) mapping for Incidents for use by CLIP solution and other BTO applications integrations 53 Q&A 54 ©2009 HP Confidential