HP Service Manager 9.34 – 5 reasons to take a closer look

We just released version 9.34 of HP Service Manager, and I want to take this opportunity to share with you the importance of this new step in the evolution of the HP SM product line.

 

Introduction

As I write this post, more than two-thirds of our customers are running SM 9.3, a more stable, better performing application than all prior SM versions - ServiceCenter, SM 7, or even the more recent SM 9.2.  Our plan to move customers to the stable foundation that is 9.3 was a deliberate strategy before continuing with the next steps in the evolution of Service Manager.

 

 

From all the discussions we have had with customers, that strategy has been strongly validated and the SM 9.3 customers who have moved to Process Designer for IT process customization and configuration only wish they had done so earlier, given how much they have gained in process agility and productivity.

 

We have even put in place an upgrade factory dedicated to helping those customers of earlier versions move to 9.3 and that program is proving very successful.

 

In this context, as we complete the next evolutionary step for Service Manager, we  wanted to give customers a finishing touch to the SM 9.3 line. At the same time, we are extending the duration of committed support for SM 9.3, reinforcing our pledge to make that version a future-proof upgrade target for all prior versions. Hence, SM 9.34 will gain a benefit from that committed support extension as well as being a very easy update to all customers that are already on the 9.3 line.

 

SM 9.34 is, therefore, a very important version in that it is a combination of enhancements for all customers along with some inroads into key areas (such as Multi-Supplier Integration and Big Data) in which customers are exploring new ground in the ITSM landscape. Let me go into some  highlights of the new version by walking you through five reasons (see Figure #1) you should take a closer look.

 

pict1.png

Figure #1: HP Service Manager 9.34 overview

 

1. A refreshed and improved User Experience - for more productivity

The goal of 9.34 is to provide the IT service desk agent with a modern-looking user interface (and some productivity improvements), while at the same time avoiding the need to retrain users on a new user interface. While the graphics, fonts, icons have all been refreshed with a modern set, we have kept the prior layout and behavior so that users don’t feel they need to be retrained. We also introduced some useful improvements such as type-ahead, date/time picker, and message notifications. Think of it as a transition comparable to that of moving from Microsoft Office 2010 to Microsoft Office 2013.

The benefit for those of you who are already on 9.3 is that you get immediate value from this upgrade without touching anything within your set of Service Manager applications.

 

2. A native calendar across all Service Manager applications – for better planning

A core strength of HP Service Manager is its capability in advanced change management, such as change planning, change impact analysis and collision detection. Customers have told us that they want to be able to use the powerful calendar function present in Service Manager Change Management with many other Service Manager processes. This is now what we are bringing with a new Calendar module featuring advanced time period management that can now be used with any module of HP Service Manager.

 

3. A new deployment and upgrade tool for ITSM solutions - for faster deployments

An important improvement target for HP Service Manager has been the simplification of deployment and upgrades. We are now introducing a new deployment console, called ITSM Deployment Manager, which makes it very simple to deploy a new HP ITSM solution made of Service Manager, Release Control, Universal CMDB, Universal Discovery and Asset Manager. This central deployment console automatically sizes and distributes the necessary software and its enabling components (database, application server), and subsequently handles in a centralized and simple way all necessary upgrades and patches. The result is that it now takes less than an hour, down from several days, to deploy a complete ITSM solution.

 

4. Simplifying the management of external suppliers - for better integration

Perhaps the most important part of SM 9.34 is the new Case Exchange capability.

Gartner assesses the growth of Public Cloud services as one of the fastest growing segments with a forecasted 2014-2017 CAGR of 17%, and we see this trend translating into more public cloud services being sourced by central IT functions and offered to their internal customers. The implications are big for IT organizations as they remain ultimately accountable for the delivery of those sourced services.  This accountability inevitably leads to a requirement to implement Multi-Supplier Management and Supplier Governance.

One of the key enablers for multi-supplier management is the ability to extend core internal processes such as Incident Management to external suppliers. This ability  is commonly referred to as Case Exchange, and that is exactly what we are pleased to introduce with HP Service Manager 9.34.

We will use more posts in this blog to further expand on these new and exciting capabilities for HP Service Manager to connect and extend its core IT processes to 3rd party service desks.

 

5. Bringing the benefits of Big Data to the ITSM world – for the future

HP has been at the forefront of the Big Data movement with the HAVEn platform and we are proud to have brought its benefits to ITSM as we built the HP Service Anywhere SaaS product. Now we are bringing the power of the HP Autonomy IDOL platform into the ITSM world in a way that makes it easy for existing HP SM customers to benefit from it in a non-disruptive and incremental way. Look for more posts in this blog on this specific topic as we sharethe power of Connected Intelligence and chronicle the emergence of the Intelligent Service Desk.

This new capability is being introduced initially as a beta and will be generally available shortly thereafter.

 

Conclusion

Wow, that’s a lot of value available now for our HP Service Manager customers! This new Version 9.34 reflects our continued investment in HP Service Manager for the benefit of our large and active customer base. We expect a strong adoption of this version, with its refreshed look and feel for the user, and its exciting new capabilities in two critical areas. For IT organizations looking to either become IT service brokers or seeking to exploit the power of Big Data to turn unstructured data, now locked in their service desk coffers, into a mechanism to improve operator productivity and simplify the end user experience, Version 9.34 is a must do.

 

Okay, enough talk.  If you want to take action and start gaining the benefits of this new release, go to http://support.openview.hp.com/selfsolve/document/KM00705452 and download this new version. Enjoy !

 

Jacques Conand
ITSM Product Management Director

Comments
| ‎07-17-2014 12:58 AM

I am extremly happy regarding the UI Web Refresh - that is part of what have been announced. Have not seen it live yet, but looking forward too.

 

In my opinion improved User experience is something where SM benefits a lot form improvements. Way to go!

dkalian | ‎07-17-2014 07:13 AM

I'm very excited about the extensions to external providers.  Also bringing IDOL to the on-premises product is a great value add. 

benvargas | ‎07-17-2014 08:41 AM

Jacques,

 

Can you provide a working link to the documentation for SM9.34 in addition to your download link? For example, this link for the 'Service Manager 9.34 Help Center' (http://support.openview.hp.com/selfsolve/document/KM01043155) zip does not work as HP returns a 404 error...

 

Not Found

The requested URL /HPSoftware/ONLINE_HELP/sm_9.34_help_center.zip was not found on this server.

 

 

Others that also fail for external users (at least external to HP):

 

2. Service Manager 9.34 Processes and Best Practices Guide

http://support.openview.hp.com/selfsolve/document/KM01043006


3. Service Manager 9.34 Upgrade Documentation Center

http://support.openview.hp.com/selfsolve/document/KM01042968


4. Service Manager 9.34 Operational Reports Guide

http://support.openview.hp.com/selfsolve/document/KM01043008

| ‎07-17-2014 09:48 AM

Using the upgrade factory, migration from SM 921 to SM 933 is in progress.

After we will consider this release or the next one.

Happy to consider new facilities and more productivity for end-users.

Jean-Marc Friaud

BPCE IT

HP Expert | ‎07-17-2014 09:59 AM

@benvargas, the correct link is http://support.openview.hp.com/selfsolve/document/KM00705452. I have updated the article with the new link.

benvargas | ‎07-17-2014 10:02 AM

@Jacques_Conand, I may not have been clear... your link is working fine for the downloads.

 

However, all of the links I provided for documentation KB articles have bad links, it does not appear that the customer or partner base can access SM9.34 product documentation as of right now.

HP Expert | ‎07-17-2014 11:09 AM

Hi Ben and all,

 

We are actively troubleshooting the issue and I will let you know when the page is fixed.  Apologies for the inconvenience.  Come back!

 

Yvonne Bentley

HP Software SPM Senior Product Manager

 

cpatti | ‎07-17-2014 12:51 PM

Hi All,

  All links mentioned by Ben Vargas above are correct and now working.  For reference:

1. Service Manager 9.34 Help Center 

http://support.openview.hp.com/selfsolve/document/KM01043155

 

2. Service Manager 9.34 Processes and Best Practices Guide

http://support.openview.hp.com/selfsolve/document/KM01043006


3. Service Manager 9.34 Upgrade Documentation Center

http://support.openview.hp.com/selfsolve/document/KM01042968


4. Service Manager 9.34 Operational Reports Guide

http://support.openview.hp.com/selfsolve/document/KM01043008

 

We apologize for any delay; There was a script that was not automatically triggered to move the files from staging to public availablility.

 

The link posted by Jaqcues Conand is also correct, and is the master knowledge article that tracks where all the software packages are housed (That is, not documentation links):

 

http://support.openview.hp.com/selfsolve/document/KM00705452

 

Best Regards,

Christopher Patti

benvargas | ‎07-17-2014 01:05 PM

Thanks Christopher!

 

I can confirm that I'm able to download the documentation now.

 

The redesign looks great, and I look forward to diving into the release!

| ‎07-26-2014 07:17 AM

SM9.34 has bought a very fresh/crisp look with it.

I have breifly shown it to the management and they love the look, i now need to show them the new features which im sure they will love and then i should get the nod for the upgrade!

Thanks HP!

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About the Author
Jacques Conand is the Director of ITSM Product Line, having responsibility for the product roadmap of several products such as HP Service Ma...


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