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Watch HP Service Manager Flex its Enterprise Muscles

HP Service Manager is an enterprise strength service desk that helps you run IT like a business. This application pumps iron.  Does your service desk software exhibit these strengths?


1.  High Performance:  Handles many transactions quickly and maintains fast response times, even with many users logged on concurrently. 


HP Service Manager was benchmarked to process an average of 493,889 bytes and 246,526 hits per second (the amount of information that is processed thru the connection to the server in one second) with a concurrent user base of 5400.


For 5400 concurrent users, HP Service Manager achieved the following benchmark averages, among many others:

-  Incident Management

  • Open a new incident:  0.152 seconds
  • Search for an incident:  0.965 seconds
  • Update an incident:  0.667 seconds

- Change Management

  • Submit a request for change:  1.341 seconds
  • Open a new change:  0.114 seconds

- Knowledge Management

  • Search for knowledge articles:  3.112 seconds
  • Select a knowledge result:  0.467 seconds


2.  Easy Scalability:  Allows your service desk to easily and painlessly grow with you, from a mid-sized company to a huge enterprise with global presence and an expansive user base.


With simple hardware upgrades (e.g., CPU Cores, RAM and Hard Disk), HP Service Manager can scale from a smaller implementation (<200 concurrent users) to a much larger one (601 to 1000+ concurrent users)

Configuration Type

Concurrent Users


CPU Cores


Hard Disk



2 x


2 (SM),


8GB (SM),


36GB (SM),


Medium (Windows, Linux or HP-UX 11i)


2 x

DL585 or rx6600

4 (SM),

2-4 (RDBMS)

16GB (SM),


36GB (SM),


Large (Windows, Linux or HP-UX 11i)


2 x DL585 or rx6600

8 (SM),

4-8 (RDBMS)

32GB (SM),


36GB (SM),

3x36GB RAID (RDBMS on Windows or Linux),



3.  Service Intelligence:  The ability to understand how your infrastructure cooperates to deliver the services upon which your business depends. Shows you how each service is decomposed into its Configuration Item (CI) components, and is always comprehensive, accurate and up-to-date.


HP Service Manager’s companion product HP Discovery and Dependency Mapping (HP DDM) dynamically discovers and continuously maps IT service dependencies to provide visibility and control over business services with minimal effort and cost. It automatically populates the HP Universal CMDB with IT elements and relationships to create an accurate model of your IT environment. HP DDM provides you with the basis for understanding what makes up the business services that IT delivers from the physical layer of the data center all the way to the business process layer.  It is object-oriented, allowing specific CIs and relationships to be discovered using a library of discovery patterns that can capture:

- High-level applications and their components, such as Citrix, MQ, SAP, and Siebel

- J2EE or .NET components

- Custom or legacy applications

- Database components, such as tablespaces, users, and jobs

- Servers and server resources, such as CPUs, memory, network interfaces, and storage devices

- Network devices, such as routers, switches, load balancers, switch ports, VLANs, and firewalls

- Storage elements, including storage arrays, logical disks, and interconnectivity between SAN elements

- Virtual environments for VMware, Microsoft, and Citrix platforms; including virtual file systems, disks, network interfaces, and management servers

- Mainframe attributes such as lpars, sysplexes, tcp, udp, and start tasks

- The relationships that exist between all of the above elements  


Using HP DDM and HP Universal CMDB, this service context can be made available to all parts of your IT ecosystem to better understand the impact of events and unplanned changes, and to drive automated incident remediation and automated change impact analysis.  This service context also becomes the shared context by which all of your IT teams cooperate to make sure that the IT services you deliver are operationally robust and are delivered using a best-practice approach such as that prescribed by the IT Infrastructure Library (ITIL). 


4.  End-to-end Process Automation:  Covers a broad scope of ITSM process functionality to manage the entire service lifecycle through out-of-box integrations across the HP Business Technology Optimization (BTO) portfolio and beyond.


Some of these out-of-box integrations include:

- Asset Manager 4.x, 5.x

- DecisionCenter 2.0

- Universal CMDB 7, 7.52, 8.x, 9.0

- Operations Manager for Windows 7.5, 8.0, 8.1, 9.0

- Business Availability Center 7, 7.5, 8.x, 9.0

- Operations Manager for Unix 8.x, 9.0

- Client Automation Enterprise 4.x, 5.x

- Network Node Manager 7.5x

- Release Control Analysis 3, 4, 5.x, 9.10

- Quality Center 9.2, 10.0

- Project and Portfolio Management 7.5, 8.0


- SAP Solution Manager  7.0 >= SP12

- Standards-based (XML, SOAP, Web Services) integrations

- Messaging integrations such as Pager, Fax, Email

- and many third party integrations


Many more integrations also exist, using Web Services, Connect-It, and SCAuto.  The supplied Web Services application program interface permits both publication and consumption of Web services.  HP Connect-It helps IT create, test, and administer integration scenarios between HP Service Manager and other external applications.  SCAuto provides legacy event-handling capabilities.  


5.  Global Capability:  Multi-country coverage of language and currency


HP Service Manager supports these languages:

14 languages are supported out-of-box – English, German, Spanish, French, Italian, Japanese, Korean, Simplified Chinese, Russian, Dutch, Brazilian Portuguese, Czech, Hungarian, and Polish.

Additionally, with the new SM Open Localization Toolkit, an implementer can localize SM into 23 additional languages.


HP Service Manager supports 186 currencies out-of-box.  And you can add your own additional currencies, using Connect-It to import the currency exchange rates.


6.  Proven Leadership:  Codifies best practices developed from HP experience, and integrates them fully into the product.


HP best practices have been developed over years of ITSM solution development with many customers, and have been built into the user interface and process engine of the product itself – in the workflow (including rich cross-module functionality via wizards), forms (such as in-context “smart indicators” flagging related information), and pre-configured data (such as pre-defined roles, sample service level agreements, service level objectives, and key performance indicators).  Interactive Level 0, 1, and 2 process documentation is also built into the online help server.  See HP's Best Practices Document for more details on HP Service Manager’s best practices.  This rich body of completely integrated best practice information has helped HP Service Manager maintain a strong lead in ITIL v3 process certifications at the Gold Level from U.K.’s Office of Government Commerce (OGC), the creator of ITIL.  The following nine processes have already been certified at the Gold level:

-   Incident Management

-   Problem Management

-   Change Management

-   Service Asset and Configuration Management

-   Request Fulfillment

-   Service Catalog Management

-   Service Level Management

-   Knowledge Management

-   Service Portfolio Management


*   *   *

For more information, check out the HP Service Manager web page.  Many of the source documents containing the information above can be located in the HP Software support knowledge base, at


When you are evaluating a service desk software offering, make sure you look past its pretty face and have it flex its muscles.  It’s the only way to know what you’re really getting.  If you think there are better evaluation criteria for an enterprise service desk than the strengths listed above, then let’s hear it.

| ‎10-25-2010 11:22 AM

Hi Yvonne,


A few questions:



1.  Were these test results based on a shared or dedicated SM7 environment? 


2.   If shared, were the "concurrent users" from a single company instance or tracked among multiple customers on the architecture?  If dedicated, can you expect similar results in a shared environment?


3.  Were the users geographically dispersed (global vs. specific to one region/location)?




Yvonne_Bentley | ‎10-25-2010 06:30 PM

Hi Daniel,


1.  Were these test results based on a shared or dedicated SM7 environment? 

Answer:  Dedicated

2.   If shared, were the "concurrent users" from a single company instance or tracked among multiple customers on the architecture?  If dedicated, can you expect similar results in a shared environment? Answer:  Probably not the same results as the resources would be shared instead of dedicated.

3.  Were the users geographically dispersed (global vs. specific to one region/location)?
Answer:  No, the users were not geographically dispersed.  The tests were done locally with the LoadRunner product.


The best way to get the shared environment / geographically dispersed  implementation feedback is to consult HP professional services or HP authorized partners who have many experiences implementing different types of customers.  Or from other customers with those types of environments themselves.  


We now have a sizing document for SM 9.20 as well if that is of interest to you.



Madalina Ciobotaru | ‎11-03-2010 05:58 AM

Hi Yvonne,


You talked in you article about a new feature called SM Open Localization Toolkit which provide the capability to localize SM into additional 23 languages.

Can you please tell me if this pack is already released and where can I download it?


Thank you,



Yvonne_Bentley | ‎11-11-2010 10:52 PM

Hi Madalina,


For customers who need a different language than those available in the Language Packs for SM 9.20 , a new version (3.20) of the Service Manager Open Localization Tool Kit is available now that adds SM 9.20 compatibility.  It was (and still is) already available for SM 7.1x.  This tool kit gives HP partners a cost-effective mechanism for localizing Service Manager into less populated languages. The open localization tool kit is available to partners for a nominal fee, and they can order it from HP or an HP authorized distributor. 



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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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