HP Service Manager (SM) 9.32: What's new in Service Request Catalog (SRC)

As I am sure you know, the IT service industry is currently transitioning toward a new style of IT. This style demands automation and self-service with an emphasis on usability.  With this shift in mind, we enhanced our HP Service Manager Service Request Catalog (SRC) with dynamic user options that enable a user-centric IT experience.  The Service Request Catalog is a self-service front end that allows users to request IT goods and services, manage those requests and approve requests made by others.  Prior to this latest SM 9.32 release, SRC already had a modern user interface, a unified approach to approvals and approval delegation, a universal search, and an intuitive shopping cart experience.  All of these features have contributed to a positive user experience.

 

We value customer feedback and for this latest release, SRC 9.32, we used it to drive a slew of new enhancements that improve SRC’s flexibility, usability, localization and security.

 

1. Flexibility

The customer feedback relayed a desire for more custom field support and dynamic user options to aid flexibility. Based on this input, we focused on satisfying customer needs with these enhancements:

 

  • Configurable Check-Out Panels:  All the out-of-the-box fields and sections, including check out panels, are configurable from the SRC Tailoring Interface. 
  • Dynamic Options: The list of further selections and ancillary forms changes dynamically, thus accommodating more paths of logic in the service ordering process.
  • Dynamic Validation of the Date/Time Panels: The existing free text date/time field was replaced with a structured selector that validates date/time entries against the calendar as well as against time specific business rules set by the administrator. This allows for real-time request validations.
  • Subsequent Selections: Service Request Catalog now has the ability to define the list of subsequent selections after a user makes a selection.

 

2. Usability

We enhanced SRC features to keep up with the user-centric IT trend. We’ve equipped Service Request Catalog with additional feature comforts that characterize modern software design.  These features include:

 

  • Recurring Costs Displays: Recurring costs are now clearly identified in the costs area when a user selects an item. The cost area displays the base cost and lists any recurring costs for each time period. Furthermore, recurring costs for an item can now be highlighted by a price tag icon in the pending approvals window of the request inbox. The appearance of the icon is configurable by the system administrator.
  • User Interface Customization: Administrators are allowed to tailor virtually every label in the Service Request Catalog as well as customize the default SRC checkout panels, thus providing almost limitless combinations of SRC user interface designs.
  • Enhanced Look-Up Fields: When a user wants to look up a contact name in a record, all the information regarding that record will be displayed. This information includes the employee’s first and last name, employee ID, and anything else the administrator has configured for that record. There is also a new Looking Glass button that enables a pop-up window listing displays in multiple columns, allowing users to be sure they are making the correct selection.
  • Upgrade Tool: The upgrade tool allows users to automatically migrate the customizations from the deployed SRC 1.4.war file to Service Request Catalog.
  • Type Ahead: When a user searches for the name of a catalog item, the search utility dynamically changes the list as characters are entered. 

 

3. Localization

HP Service Manager is used by customers all over the world, which is why we continue to expand the local language support feature. We have now added Hebrew to the list of translated languages and extended our support of the Right to Left convention for speakers of either Hebrew or Arabic.

 

4. Security

Aside from the user-centric trend of IT, the new SRC is also keeping up with industry security needs. Service Request Catalog 9.32 now supports:

 

  • IPv6: A communications protocol that provides security for computers and networks across the internet.
  • Supporting Common Access Card (CAC) Sign On: Users can now log into the web client or Service Request Catalog (SRC) directly with a smart card that stores a valid user certificate.
  • FIPS 140-2: SRC complies with a Federal Information Processing Standard that details the cryptographic requirements for products, thus certifying that full security standards are met.

 

 All of the new enhancements made to the Service Request Catalog (SRC) have been created with the user in mind. As innovators of Information Technology, we hope to always meet consumer and industry trends and needs. For more information, see the following documents:

 

For all things HP Service Manager 9.32 please visit hp.com/go/itsm

 

As always we want to know what you think. Please let us know in the comments below and if you have any suggestions for future SRC improvements, we’re all ears!

 

Which new SRC features do you find the most valuable and why?

 

 

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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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