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What’s new in HP Service Manager
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What’s new in HP Service Manager


An introduction to new features in HP Service Manager 9.21 and beyond

An introduction to new features in HP Service Manager 9.21 and beyond

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  • This slide provides a general impression of the before and after designs.Note that it’s a cleaner, lighter, more modern look compared to 7.11. The other improvements will be pointed out in more detail in subsequent slides.
  • This slide provides a general impression of the before and after designs.Note that it’s a cleaner, lighter, more modern look compared to 7.11. The other improvements will be pointed out in more detail in subsequent slides.
  •  Better use of browser space availableForm design is more compatible with bigger monitors at higher resolutions. Most users (over 75%) have a monitor size of 17’ or 19’, and have a monitor resolution of 1280x1024 or higher. The other (less than 25%) users have 1024x768 resolution or lower. Design was optimized for 1280 x 1024 or above, but also works well at 1024x768.Multiple collapsible sections are visible at the same time on larger monitors.Larger text areas (e.g. Description) allow more information to be read without scrolling the text area.Wider tables allow more data to be seen without scrolling the table. Reduced complexitySome details moved to hover-over.Related records information consolidated into one table.History information removed when it is redundant with Activities table. Improved efficiencyUpdate frequently used data with fewer clicks. Some fields were re-ordered for improved consistency.Right-aligned field labels improve efficiency of form filling.Order of collapsible sections is based on frequency of use by most customers.
  • Better use of available browser spaceRecord list fills available vertical and horizontal spaceControls that were on the side of the record list are now in the toolbar.Color code indication of high priority ticketsDVD conditions (text color) can be applied to elements in the record list in the same way they were used in previous releases.Admin controls this.AutorefreshAutorefresh is for SD and IM record lists onlyDefault refresh rate is set to 10 minutesAdministrator can configure a different autorefresh rate.Minimum refresh rate is 5 minutesUser can still manually refresh via the icon in the toolbar. Selecting records using the keyboardUse the arrow keys to move the row focus (orange highlight).Space bar selects/unselects the row that has focus.SHIFT+space bar selects the range between the previous selection and the current row.Selecting a range clears any other selections. So, the user is currently unable to have several separate rows selected AND select a range using SHIFT+spacebar. If the user hits spacebar for each row, then any pattern of selection is possible. SHIFT+ down arrow key extends the selection one row at a time. Note controls at bottom of record listLeft to right: Count records, paging controls, records display. Discussed in more detail on next slide. 
  • Design drivers Provide role-based graphically driven operational summary data All end-users to easily customize charts in real time via a simple dialog with drop down lists Allow users to navigate by interacting with charts Design Overview Role-based OOB MySM pages provided based on user roles Users can have multiple MySM pages based on permissions set by administrator MySM pages are located under a single tab accessed from the Navigator MySM is set as the home page OOB MySM record list by role End-user customizable Easy grouping and filtering of charts Several fields to filter by Create customized pages by cloning OOB pages Create new pages with sophisticated custom layouts Interactive Click on a data point in a chart to navigate to a filtered record list Hover over data points to get more detail Change filters and groupings to get data views on an as-needed basisDetailsOOB Incident page (shown in screen shot) For all of the incident charts, the default filter is: Status=Open. The following charts are provided:Pie Chart: Incidents by PriorityPie Chart: Incidents by ImpactBar Chart: Incidents by ServiceBar Chart: Incidents by Assignment Group OOB Interaction page For all of the interaction charts, the default filter is: Status=Open, The following charts are provided:Pie Chart: Interactions by PriorityPie Chart: Interactions by CompanyBar Chart: Interactions by ServiceBar Chart: Interactions by Assigned Group RefreshThe manual refresh page button on the page toolbar refreshes all components on the page.Each component can be manually refreshed from the component toolbar.The administrator sets the auto refresh rate for components. Each component independently refreshes itself on the auto refresh interval.NeverEvery 10 minutes (default)Every 20 minutesEvery 30 minutesDrill downClicking on a chart data point (pie wedge or bar) navigates the user to a list/detail view in a new tab.The list is filtered by the data point. For example, in a pie chart of Interactions by Service, one of the pie wedges might represent “Applications”. When the user clicks on the Applications pie wedge, the list in the list detail view will contain the 62 (the number represented by the pie wedge) Interaction records for the Applications service.Clicking on a row in a record list navigates to a tab with the form for that record.
  • We have made several enhancements to the Change Mgmt module in SM 9.20: Collapsible sections will make the forms much easier to read and navigate We have taken major steps to bring the Release Control Analysis (RCA) product into SM as a merged solution, so the functionality provided by RCA will look like it is coming from one product, and not two different products. We will continue on this front for future releases. We have replaced the old Change Calendar with the more functional RC Calendar which provides a modern look and feel.The new Calendar is available to all users of Service Desk, Incident Mgmt, Problem Mgmt, in addition to the Change mgmt users. The Calendar is embedded in the SM UI, as a widget, which will provide a seamless user experience We have also embedded the RCA Assessment functionality for the Change users (Change coordinators/analysts) so that they can make better and faster decisions in processing the RFCWhen combined with the powerful UCMDB integration, the change analyst can quickly determine the business impact of a RFCWe are also adding new capabilities which will be delivered as add-ons (unloads) to SM 9.20 when it ships. They include: Take advantage of the change planner functionality to suggest the best time to schedule the RFC Using Operations Orchestration (OO) to automatically implement the RFC Adding enhanced support for customers that are running SM-UCMDB-RCA in a multi-tenant environment by defining the tenant information once in SM, and getting it synchronized across the systems
  • With 14 supported languages, Service Manager provides one of the best localization support in BTO software.The new strategy to extend Service Manager’s reach and open new markets is to rely on our regional partner and implementers to determine which new target languages are valuable, and to take the matter in their own hands. Some implementations are already going through this process on current version, but without the right tool, this can be lengthy and tedious.The Service Manager Open Localization Toolkit makes this process very easy. At it core, the Language Builder tool extracts the English strings from the Service Manager web client, windows client, the server, and the applications (even the customized applications). The string files can then be sent for translation in the target language. Language builder can then be used to import the language strings and produce a language pack.This language pack can be sent to one or many customers, which will enjoy Service Manager in a new language.Note that the toolkit does not yet provide a way to localize the help server or the documentation.In the current version , it does not provide a way to localize the customizations done to a system into a language that is supported out-of-box.Shortly after it is released, we will add support for Right to left languages.The current versions supported are SM 7.10 and SM 7.11. The support for SM 9.20 will follow.