What’s New in
HP Service Manager
Name and Title
©2009 HP Confidential
What early adopters have to say
Service Manager 9.20
“This new Service Manager user interface is so much cleaner
and easier, and more intuitive. I love the streamlining of the
buttons and the tailorable record list views.”
- South Africa-based media and communications
service provider
“I am impressed. It is clean, organized, and everything is
within a click which is 100 times better.”
- U.S.-based manufacturing and distribution company
©2009 HP Confidential
HP Service Manager 9.20
A fresh new look for enterprise strength IT Service Management
• Enhanced
Web 2.0 UI for
• End-to-end
automation for
higher agility
HP Service Manager 9.20
Why version 9.20?
– Service Manager 9.20 is a minor release following Service Manager
– The major version number ‘9’ has been changed to align with the
launch of “BTO 9” in June 2010
– The June release will also include:
– For upgrade planning purposes, you should consider this release to be
Service Manager 7.20
– Service Manager 9.20 is a minor release in terms of impact on data
model and application functionality
Service Manager 9.20 Release Themes
Doubling down on a modernized web experience
Improved User Experience
• Web 2.0 UI update for key processes
• MySM Dashboard leveraging BTO UI Mashup
• Enhanced change management including new
change calendar
• Localization enhancements
• New Documentation
Performance and Quality
• 10% - 30% improvement in web client
• Enhanced Server Resiliency
• COST program with customer data
BTO Solution Supporting Integrations
• Enhanced support for CLIP & CCRM
• Operation Orchestration integration with KM and
• Supports BTO Data Model for Incident
Service Manager 9.20
Improved User Experience
Web 2.0 UI update for key processes
©2009 HP Confidential
HP Service Manager 9.20
Modernization and streamlining of the web interface
Form Modernization & Simplification
Reduced complexity and better efficiency
Field and label alignment
New mandatory field indicator
Collapsible sections and sub-sections
Improved Look and Feel
• Consistent with other BTO applications
• Cleaner and more optimized layout
• Easier customer brandability
Optimized ease of use
Improved Menu Navigator
Enhanced record lists
Simplified tool tray
MySM Operational Dashboard
HP Service Manager 9.20
Modernization and streamlining of the web interface
HP Service Manager 9.20
Form modernization redesign drivers
• Modernize user forms to
Web 2.0
• Reduce clicking required
to see frequently used
information in tabs
• Make optimal use of the
available browser space
• Reduce complexity and
improve efficiency
HP Service Manager 9.20
Form modernization design overview
Better use of browser space available
• Design for commonly used monitor size and screen resolution
• Collapsible sections
• Larger text areas and wider tables
Reduce Complexity
• Hover-over fields
• Related records consolidated into a single table
• History tab information consolidated into Activities table
Improve efficiency
Update frequently used data with fewer clicks
Field order changed for consistency and efficiency
Right-aligned labels and new required field indicator
Section ordering based on frequency of use
HP Service Manager 9.20
Form Modernization
HP Service Manager 9.20
Form Modernization
Service Manager 9.20
Improved User Experience
Record List Enhancements
©2009 HP Confidential
HP Service Manager 9.20
Record List redesign drivers
• Enhance one of the most
often used SM components
• Incorporate new Web 2.0
technology via GWT Widget
• Improve use of browser
• Remove multiple, nested
• Provide better control over
record list views
• Improve keyboard operation
of the record list
HP Service Manager 9.20
Record list design overview
Better use of browser space available
• Moved controls from left side of record list to tool tray
• Record list fills the entire vertical and horizontal space available
• Only one scroll bar is visible, rather than a browser scroll bar and
a record list scroll bar
More control over record list views
• Choice of 25, 50, or 100 records per page
•Paging control improved to be more intuitive
•‘Count Records’ button and page count information improved
• Sort indicator shows which column is sorted and in which
• Multi-select of records using the keyboard improved
• Auto refresh added to complement manual refresh
HP Service Manager 9.20
Web 2.0 record lists
HP Service Manager 9.20
Web 2.0 record lists
• End user can select the number of records per page
• View 25, 50 (default) or 100 records.
• Using the paging control
• Forward and back one page at a time.
• Visit first or last page
• Enhanced Page Count
• New! Sort indicator
HP Service Manager 9.20
Collapsible sections
– New collapsible sections and sub-sections provide a component to allow
vertical organization of forms and a more streamlined user experience
– Replaces tabs
– Administrators can control the styling of the section headers by changing the
font, size, and underline
– Users can navigate to and past the collapsible sections using the Tab and
Enter keys.
Service Manager 9.20
Improved User Experience
MySM Dashboard
©2009 HP Confidential
HP Service Manager 9.20
MySM Dashboard leveraging BTO mashup technology
Feature Drivers
• Provide role-based
graphically driven
operational summary
• All end-users can
easily customize charts
in real time via a
simple dialog with drop
down lists
• Allow users to navigate
by interacting with
HP Service Manager 9.20
Flexible Component Layout
HP Service Manager 9.20
End user customizable
Service Manager 9.20
Improved User Experience
Additional Usability Enhancements
©2009 HP Confidential
HP Service Manager 9.20
Improved Navigator
– New accordion design provided Web 2.0 look & feel
– Navigator expand/collapse control (circled) allows
more intuitive navigation
– Navigation tabs no longer overlap navigator,
making their scope clearer.
HP Service Manager 9.20
Enhanced tool tray menu
– Consistent tool tray
menu buttons across
user forms
– Specify intuitive and
explicit labels that
correspond to user
– Simplify tool tray menu
for clear and concise
HP Service Manager 9.20
Web client brandability
– Now administrators easily change the masthead at the top of the form to
reflect their company’s brand logo, colors and look-and-feel
– Support for multiple Cascading Style Sheets (CSS) means companies can
select from alternate themes.
HP Service Manager 9.20
- Customization can also include the Navigator area, but this requires more Web
development expertise.
Service Manager 9.20
Improved User Experience
Enhanced Change Management
©2009 HP Confidential
HP Service Manager 9.20
Change Management embedded functionality
– Updated and streamlined Change Management forms
Replaced tabs w/ collapsible sections, right-aligned the field labels, with look-and-feel that is
consistent with other BTO organizations
– New Change Calendar
Now embedded for users of Change Mgmt, Problem Mgmt, Incident Mgmt, and Service Desk
Has a more familiar MS Outlook-like look and feel for easy adoption
– Powerful decision support
Calculated Release Control Analysis (RCA) change risk and impact helps determine change type
and workflow and displays in-situ when working with RFC’s in Service Manager
– Powerful new features planned for “sim ship” w/ SM 9.20 (as unloads):
Auto-suggest optimal time window for RFC:
RFC scheduling utilizes the Change Planner to auto-suggest the next available “ideal” timeframe for
particular type of RFC
Automate change implementations: Integrate Operations Orchestration (OO) flows to initiate
change actions automatically
Multi-tenant SM + RC integration: Enhanced support for RC integration in Multi-Tenant environment
HP Service Manager 9.20
Change Management embedded functionality
Service Manager 9.20
Improved User Experience
Localization Enhancements
©2009 HP Confidential
HP Service Manager 9.20
Localization Support
– Clients localized at Ship Release
– Applications and online help to release
within 90 days
– Supported Languages = Same as SM
• Software:
English + 13 languages
• Online Help: English + 8 languages
• SM+UCMDB Integration Guide: English &
HP Service Manager 9.20
Localization utility for status and codes
New Record Tag Localization Utility
– Enables the externalization and
localization of statuses and codes
Boolean values, ticket status, category, etc.
– Provides localized global lists support
– Automates screen and
data policy modifications
to use localized values
HP Service Manager 9.20
Coming Soon – Open L10N
– The Service Manager Open Localization Toolkit provides
the means for partners to create language packs
Addresses windows client, web client, server,
and applications.
Does not include help server and
– Shortly after we will add
support for Right to Left
– First delivery will be for SM
– Support for SM 9.x series will
Service Manager 9.20
Improved User Experience
New documentation
©2009 HP Confidential
HP Service Manager 9.20
New documentation
– Document Engine tailoring guide
Offers procedures, explanations, and best practices for the Document Engine in
Service Manager, a tailoring tool that offers customers the possibility to customize the
system without the need of RAD changes.
– Wizards tailoring guide
Discusses the purpose and functions of wizards. It describes the Wizard tool that you
use to create new wizards, and defines and describes each of the fields the tool
– Web Services tailoring guide
– Entity Relationship Diagrams
Problem, Change, Configuration, Service Desk, and Incident … more to come
– Help Server Launch Page
New opening page in the help that will give our customers a better and easier method
of finding key information
– PDF printouts of ALL online help
HP Service Manager 9.20
Entity Relationship Diagrams
HP Service Manager 9.20
Help Server launch page
Service Manager 9.20
Performance & Quality
Web Client Performance
©2009 HP Confidential
HP Service Manager 9.20
Web client performance improvements
– Improved web client performance when moving between tabs
and upon loading and supports the theme of improved User
– Techniques
Options menu will not use icons
Pre-load frequently used images
Caching of RAD threads on the browser side to avoid web server round trips
when switching from one navigation tab to another
Improved web tier scalability through improved HTML generation performance
Moved JavaScript loading to end of page so user can interact with page without
waiting for all JS
Minify CSS at build time (strip the whitespace out of the script)
Minify JavaScript at build time
Service Manager 9.20
Performance & Quality
Server Resilience
©2009 HP Confidential
HP Service Manager 9.20
Scheduled recycle of key SM processes
– The administrator can use the new restart command to schedule the
restart of one or all Service Manager processes on a host
– Restarting one or more processes allows Service Manager to offer
high availability without having to restart the operating system of the
Service Manager server
– A useful tool to troubleshoot or release system resources
– Allows the Administrator to specify the grace period before a process
– The Administrator can schedule a notification message to go out to
affected users to prompt them to logout and log back in before the
grace period ends
HP Service Manager 9.20
Notification of scheduled recycle of key SM processes
HP Service Manager 9.20
Support for MS Windows 2008 Server ASLR
– A new SM server feature provides a
mechanism to automatically select a
valid shared memory location so that
our users don’t have to manually
analyze SM process space to find a
valid shared memory space
– Supports the following platforms:
Windows 2003 32 bit / 64 bit / 32 bit with 3G
Windows 2008 32 bit / 64 bit
What’s New
Windows 2008 Server
has a new security
feature which
randomizes the location
of the DLLs in the
process space. This
feature causes SM to be
unable to allocate the
same shared memory
location across all SM
Service Manager 9.20
Performance & Quality
Advances in quality
©2009 HP Confidential
HP Service Manager 9.20
Investment in quality since SM 7.11
206% increase in automated tests
167% staffing increase in QA team
50% staffing increase in PCoE team
Testing against customer data sets
HP Service Manager 9.20
COST Program details
The objective of the COST (Customer Orient Scenario Testing) Program is to test
Service Manager (SM) from the individual customer’s perspective, using real
business scenarios executed on authentic data. Engineers will conduct an actual
upgrade and validate customer’s existing configuration to better understand how it
is used in the field to ultimately provide a higher quality in the next release
– Problems encountered have a higher probability of being fixed by GA.
– Opportunity to have the customer's specific environment and scenarios tested by HP
Software R&D.
– Minimize overhead and business impact when rolling out a new release
– Awareness of defects and issues to make a proper business decision
– Communicate product feedback directly to HP R&D
– Validate legacy configuration after upgrade
– Test new feature and functionalities to determine the customer’s business impact
– COST program performed at no cost
Service Manager 9.20
BTO Solution Supporting
©2009 HP Confidential
Highly automated fault-to-recovery to optimize service availability & performance
• Integrated and enriched event &
performance management, from
the infrastructure to the end-user
• Understand business service
levels and impact for better
incident prioritization
• Faster problem isolation and
automated incident remediation
• Alignment across IT domains
through integration with other
ITSM processes like change,
configuration management and
knowledge management
IDC: 75% Reduction in number and duration of
outages and performance degradations
HP Service Manager 9.20
CLIP Support: KM articles contain links to Operations Orchestration
– View/add/delete OO Flows in KM knowledge articles for use by SM
service desk users
Maximize process efficiency, improve risk posture and meet service
• Maximize IT operations
efficiency by standardizing and
automating key processes
• Reduce risk by providing
effective IT controls, impact
analysis and a track record of all
• Improve collaboration between
stakeholders through CAB
• Optimize cost by utilizing ITILv3
best practices and automating
change implementation
Reduced risk when deploying changes resulting
in 70% fewer bad changes
HP Service Manager 9.20
CCRM Support: RFC records contain links to Operations Orchestration
– flows
Automatic and manual execution of OO flows for automated provisioning
HP Service Manager 9.20
SM + UCMDB enhancements
– Support for UCMDB 9.0
– SM + UCMDB integration multi-tenancy support
Synchronization of SM Company ID with UCMDB Company ID allows for simplified
DEM rules are now tenant aware
Viewing of CI Actual State is now tenant aware
– BTO Data Model (BDM) mapping for Incidents for use by
CLIP solution and other BTO applications integrations
©2009 HP Confidential

What's New in HP Service Manager 9.20