10-19-2011 02:55 AM
My current client is using HPSM 7.11. The modules that have been implemented so far are: ESS, SD, IM, RM and ChM. The users at the client side access HPSM only through a SSO enabled web client. The only integration we have is with LDAP.
Evern since the release of SM 9.30, the client seems to be a little interested in upgrading the current version to 9.30. But he wants to know first the cost benefits (if there are any) behind this upgrade apart from the other benefits like mobile client etc.
10-20-2011 11:59 AM
Coming from 7.11, there are many benefits to migrate to 9.30, and from your question (where you mention the mobile client) I believe you already know about them (Process Desgner, Self-Service Portal, ...).
What we have heard from 7.11 customers using teh web client is that the usability was not great, and the SM 9 web UI brings a lot of usability improvements, both in terms of look and feel but also in terms of the number of clicks to perform a single task. Our benchmarks are the following:
- New incident and new interaction: 20% improvement
- Update incident: 40% improvement
I hope this is useful,
10-31-2011 03:07 AM
I still have a few concerns about 9.30.
1) The OOB Process designer only supports KM module, and we don't use KM module. So it's not going to benefit us in terms of workflow design for the modules we have.
2) I think that the mobile client is the USP of SM 9.30. But should we be able to customize it considering that the OOB fields have not been used much in the IM and ChM modules in our case?
3) We have not developed Service catalog for the ESS users. ESS is only being used to raise Service desk tickets. So, will the users get benefited in the new SM 9.30?
10-31-2011 07:23 AM
1) We will deliver the Chnage Mgt content for Process Designer very soon (a matter of days) on 9.30, so you will be able to use it for Change in addition to KM.
2) The custom fields cannot yet be made visible on the mobile client; this is planned for a future version of Service Manager, as we realize this is very much needed.
3) The usage (and licensing) rules of the new end user self-service portal are exactly the same as for ESS, so end users can use SRC just to raise tickets.
01-13-2012 07:59 AM
Our conversion from SM 7.11 to SM 9.30 does not work. Now we have been told this is because our current SM 7.11 system is so far removed from a usual SM 7.11 system, that the conversion process won't work. Our current SM 7.11 system has code and quirks dating back to SC 6.1.1 since we have just done one upgrade after another, causing our current system to be very differnt from an out of the box system. So we have to do a complete rebuild for SM 9.30 (thank the gods!) to get the new functionality of SM 9.30 to work correctly (and fix some issues that have plagued us since SC 6.1.1).