©2009 HP Confidential11 Name and Title Date Whats New in HP Service Manager 9.20

©2009 HP Confidential11

Name and TitleDate

What’s New inHP Service Manager

9.20

©2009 HP Confidential2 ©2009 HP Confidential2

What early adopters have to say aboutService 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

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HP Service Manager 9.20

•Enhanced Web 2.0 UI for superior operator efficiency

•End-to-end solution automation for higher agility

A fresh new look for enterprise strength IT Service Management

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Why version 9.20?


– Service Manager 9.20 is a minor release following Service Manager 7.11

– 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:• BSM 9

• BSA 9

• UCMDB and DDM-A 9

– 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

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Doubling down on a modernized web experience

Service Manager 9.20 Release Themes


Service Manager 9.20 Improved User ExperienceWeb 2.0 UI update for key processes

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Modernization and streamlining of the web interface


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Modernization and streamlining of the web interface


Before

After

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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

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Form modernization design overview


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Form Modernization


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Form Modernization



Service Manager 9.20 Improved User ExperienceRecord List Enhancements

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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 space

• Remove multiple, nested scrolls

• Provide better control over record list views

• Improve keyboard operation of the record list

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Record list design overview


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Web 2.0 record lists


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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

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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 ExperienceMySM Dashboard

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MySM Dashboard leveraging BTO mashup technology


Feature Drivers

• Provide role-based graphically driven operational summary data• 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 charts

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Flexible Component Layout


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End user customizable



Service Manager 9.20 Improved User ExperienceAdditional Usability Enhancements

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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.

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Enhanced tool tray menu


– Consistent tool tray menu buttons across user forms

– Specify intuitive and explicit labels that correspond to user actions

– Simplify tool tray menu for clear and concise action

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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.

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- Customization can also include the Navigator area, but this requires more Web development expertise.


Service Manager 9.20 Improved User ExperienceEnhanced Change Management

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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

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Change Management embedded functionality



Service Manager 9.20 Improved User ExperienceLocalization Enhancements

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Localization Support


– Clients localized at Ship Release– Applications and online help to

release within 90 days– Supported Languages = Same as

SM 7.11•Software: English + 13 languages•Online Help: English + 8 languages•SM+UCMDB Integration Guide: English & Japanese

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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

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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 documentation

– Shortly after we will add support for Right to Left Languages

– First delivery will be for SM 7.1x

– Support for SM 9.x series will follow


Service Manager 9.20 Improved User ExperienceNew documentation

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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 includes.

– 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

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Entity Relationship Diagrams


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Help Server launch page



Service Manager 9.20 Performance & QualityWeb Client Performance

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Web client performance improvements


– Improved web client performance when moving between tabs and upon loading and supports the theme of improved User Experience

– 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 & QualityServer Resilience

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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 restarts

– 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

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Notification of scheduled recycle of key SM processes


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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 switch

• Windows 2008 32 bit / 64 bit

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 processes.

What’s New


Service Manager 9.20 Performance & QualityAdvances in quality

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Investment in quality since SM 7.11


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COST Program details


– 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

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


Service Manager 9.20 BTO Solution SupportingIntegrations

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HP CLOSED LOOP INCIDENT & PROBLEM MANAGEMENTHighly 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

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CLIP Support: KM articles contain links to Operations Orchestration flows


– View/add/delete OO Flows in KM knowledge articles for use by SM service desk users

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HP CHANGE, CONFIGURATION AND RELEASE MANAGEMENTMaximize process efficiency, improve risk posture and meet service levels

• 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 changes

• Improve collaboration between stakeholders through CAB virtualization

• Optimize cost by utilizing ITILv3 best practices and automating change implementation

Reduced risk when deploying changes resulting in 70% fewer bad changes

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CCRM Support: RFC records contain links to Operations Orchestration flows


– Automatic and manual execution of OO flows for automated provisioning

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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 administration

• 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


Q&A

Documents

©2009 HP Confidential11 Name and Title Date Whats New in HP Service Manager 9.20