Introducing HP Service Manager 9.34 “Big Data” edition

For those who operate a service desk on a day to day, the constant and recurring theme is undoubtedly how to make operators more productive.

Many vendors have worked very hard to bring substantial improvements in several areas of the service desk, whether on premise or in the cloud. However, there is one area that has not been addressed yet: the gold mine of information sitting idle in the service desk coffers because of its unstructured nature.

What if we could make sense of this wealth of information and get valuable insight into the behavior of the IT organization through the service desk prism? What are the recurring problems and themes, what questions are the users asking most frequently, how can we predict our users’ needs from the past?

HP has been the first ITSM vendor to do just that, starting with a revolutionary approach to ITSM released first on the market with HP Service Anywhere. We are now delighted to announce the availability of some of the same capabilities in HP Service Manager with the latest “Big Data” edition: HP Service Manager 9.34.

SM 9.34 has a lot of exciting new capabilities, but the major breakthrough is undoubtedly the new Big Data extension now available as a public beta and commercially available in the coming months; in addition, this is available without any substantial upgrade for the vast majority of SM customers already on the 9.3 version.

More specifically, we are addressing two particular requests we often hear from customers:

-          Business users want a hyper-simplified submission process with minimalistic input and helpdesk agents want to avoid rework due to the mis-classification by end users of structured information (the severity, category, affected service, etc…)

-          Helpdesk agents need help to start the problem isolation process from the mountain of incidents existing in the service desk database

We are delivering these capabilities in the form of a new module, HP Service Manager Smart Analytics, which encapsulates the Autonomy IDOL engine and hides its complexity to the SM administrator. More specifically, this new module has two main capabilities.

  • Smart Ticket: end users can now submit support requests in a very simple way: just a simple text line and an image attachment, and SM will do the rest: analysis and conversion of images to text, determination of category, affected service, assignment group, and more.
  • Hot Topics Analytics: with this new capability, incident analysts can get a clustered view of the themes coming recurrently in the incident unstructured data: incident title and description text, with the possibility to filter and zoom in smaller sets of data.

hottopics.jpg 

Figure 1: Hot Topics Analytics

 

With this new version of Service Manager, we are touching a complete new area, and the beta customers who have tested the early version of this new Big Data functionality are already reporting impressive results, and this is only the beginning of the new Connected Intelligence era of ITSM.

If you are as excited as I am about this new development, and are eager to learn how it is transforming how IT works, read more about SM Smart Analytics and try it, you will be impressed.

 

So without further due, download the SM 9.34 upgrade and register for the SM Smart Analytics beta on our LinkedIn group page.

 

Jacques Conand

Product Director, HP IT Service Management

Comments
Jerry_3 | ‎07-31-2014 08:13 PM

Big data is helping to transform the traditional reactive service desk to proactive service desk

tsenneset ‎09-04-2014 11:18 AM - edited ‎09-04-2014 11:19 AM

Smart Ticket feature will hjelp reduce human errors at Service Desk, and this will boost both Incident and Problem Management. 

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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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