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Keeping the value coming (between releases) – new Service Manager reports on Content Portal

Just as interesting as the actual new content now available to our current Service Manager customers, is the way it will be released.  The Content Portal, ‘BSA Essentials Network’ (soon to be renamed ‘Live Network’) is meant to give HP software customers easy access to “between release” content.  Now, for the first time, the HP Service Manager (SM) team has released content in this online resource (as part of the “Service Manager Community” section).  The content of this first release is Operational Reports 9.20, and is designed to work with SM 9.20 and SM 7.11.


This content release adds 9 new operational reports to HP Service Manager, bringing the total available operational reports to 36.  The reports are built using Crystal Reports 2008 and provide operational reporting across the Service Manager functional areas.  The titles of the new reports are:


  • Self-Service Knowledge Search History
  • Self-Service Escalated Knowledge Management Search Escalation
  • Average Time to Diagnose Problems
  • Interactions Resulting in Related Issues
  • Top 20 Operators by Average Interaction Time in Last 90 Days
  • Interactions Closed in a Given Year
  • Percentage of CIs related to other CIs
  • Number of Service Desk Requests by Department
  • Changes Scheduled for This Week


Current HP Service Manager customers can access these reports at


The HP Service Manager team intends to submit quarterly content (beyond solely reports) to the Content Portal.


Note that this blog is reflecting an announcement made on the “Information and News” section of the ITSM Community.  Don’t forget to check there for HP Software ITSM product news.

Honored Contributor | ‎08-18-2010 11:05 PM

Hello Yvonne,

did you mean this part of community forum Service Management under "the HP Service Manager (SM) team has released content in this online resource (as part of the “Service Manager Community” section)"

Best regards


Yvonne_Bentley | ‎08-24-2010 12:10 PM

Hi Vadim,


I actually meant the "Service Manager Community" section of the Content Portal, ‘BSA Essentials Network’ (soon to be renamed ‘Live Network’).   The actual reports are at  If you traverse around a bit over there in the BSA Essentials Network, you'll discover the reports are part of its "Service Manager Community".  I apologize for the confusion, since there are clearly multiple communities populating themselves in various forums.



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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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