Four Ways the HP Service Manager (SM) 9.32 Mobility ESS Brings New Joy to ITSM Self-service

Our latest Content Pack is the first one to take advantage of HP Service Manager 9.32 mobility features and it’s destined to be embraced by both IT operators as well as business end-users.  This is because it not only enables IT operators to resolve incidents, approve changes and interactions, but further, it brings end-users four attractive improvements to quickly search target resolution, submit a service request, add a picture to that request if desired and address pending approvals.

 

This Content Pack brings the great convenience of ITSM self-service to the business end-user when they are on-the-go, right from their smart phone, anywhere and at anytime.  The pay-off is more service desk efficiency, reduced service ticket costs and increasing end-user satisfaction.

 

Let’s see how these four improvements look on a typical mobile device and then I will briefly describe each feature:   

 

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Search Knowledge

 

End users can search the knowledge base using any keyword contained in the target knowledge article, read the details of the article, and provide their feedback by rating and commenting on the article. They now have the chance to search out a specific knowledge article and find the target resolution they need.

 

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Self-Ticketing

 

End users can submit a request ticket for Service Desk support in the Mobile ESS application.  They can also view the details, update, or close the ticket and resubmit closed tickets. In addition, they can upload any file stored on their smart phone as an attachment to the ticket.

 

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Attach Picture

 

End users can attach a file of information to a support request by uploading it from within the Mobile ESS application.  In this way, pictures taken with the user’s smart phone can be conveniently attached to a ticket.

 

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Approve Inbox

 

Using the Mobile ESS application, end users can view, approve or deny all types of pending approvals in the approval inbox. This includes approvals for change, cart item, interaction and quote.

 

Now, to see how these capabilities can really work, let’s imagine a few typical use cases.

 

Meet Judith, Mobility QA engineer

 

Judith does not know how to connect her iPhone to her company’s VPN network. Luckily, Judith has access to the Mobile ESS web application. She logs on to the Mobile ESS web application and types ‘iPhone VPN’ into the search bar. One relevant knowledge article from the database pops up (see Search Knowledge illustration). She clicks it to open and, after reading it, she learns that she needs a VPN token password to connect to the company’s VPN.

 

Unfortunately, Judith has forgotten her password, so Judith immediately opens a ticket request. On the ticket page, Judith types in the title, description of the issue and selects the urgency level of her request (see Self-Ticketing illustration). After submitting the ticket, Judith goes to ‘My Open Ticket’ tab to view the status of her ticket. She can click on the ticket she just submitted to review its details.

 

Meet Al, Mobility delivery engineer

 

Al encounters a network problem one morning when he cannot connect his laptop to the company network.  He runs the ‘ipconfig’ command on his laptop and finds that his current IP address is associated with the 192 segment, instead of his usual 16 segment.  Al realizes that he should escalate this issue to IT because it is most likely that someone has enabled the DHCP protocol which is prohibited.  Due to the network access problem, he cannot submit a support ticket with his laptop, but, never fear, he has Mobile ESS.  

 

So Al starts by taking a picture with his smart phone of the results of the ‘ipconfig’ command shown on his laptop because he thinks it will serve as good evidence of the problem he is having.  Next, he logs on to Mobile ESS and opens a ticket immediately. He types in the title, description and selects ‘Critical’ urgency. In addition, Al attaches the picture he previously captured with his smart phone to the ticket (see Attach Picture illustration), taps on the uploaded picture file and confirms it can be properly magnified. Finally, he submits the ticket knowing that, since it is of a ‘Critical’ nature, IT should address his request immediately.

 

Meet Fred, Mobility project manager

 

Fred receives a text message on his smartphone from one of his team members saying that there are 2 urgent requests awaiting his approval.  Unfortunately, he is currently out of office. No worries, because Fred uses his smart phone to log on to the Mobile ESS web application.  He is entitled by the IT administrator to be brought to the ‘Pending Approval’ tab directly. In the approval inbox, he finds there are 2 awaiting requests (see Approval Inbox illustration). 

 

The first is a request for a calling card submitted by Peter, one of his team members who will be on business travel very soon, and the second is a purchase request for a Blackberry 7.1 device with which the team needs to test to address an urgent customer escalation. On each request, Fred clicks ‘View’ and checks the details, after which he confirms the two requests have the correct information and he approves both of them immediately right in the approval inbox.

 

* * * *

All these activities were completed using the Mobile ESS application on Judith, Al and Fred’s smartphones.  Please note that the Mobile ESS application is different than the HP Service Manager GetIT mini-app on HP Anywhere (HPA) even if they provide similar features. The Mobile ESS application is web-based application and runs in a browser on the mobile device, whereas GetIT is a native application and runs as an HPA agent.

 

Would you like to use the Mobile ESS content pack right now?  Download the HP Service Manager 9.32 Mobility ESS Content Pack now from HPLN. Turn your mobility features into a strategic asset that drives business advantage.

 

And please let us know what you think! Leave us a comment or tweet us @HPITSM

 

For more information on this and all things HP Service Manager please visit hp.com/go/itsm and our blog.

 

Special thanks to Gu Bing from the HP Service Manager R&D Team for his contribution to the content of this article.

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About the Author
A 25+ year veteran of HP, Yvonne is currently a Senior Product Manager of HP ITSM software including HP Service Anywhere and HP Service Man...
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