3 simple steps to make your object support approval.
After many months of intense development, the new Service Manager 9.50 has been launched and I want to share with you the key capabilities introduced with this release.
1. New Service Manager Service Portal provides a superior user experience
Driven by the need to provide a rich user experience for the SM portal based on the modern technology, e.g. responsive UI, Service Manager introduces a new service portal called “Service Manager Service Portal” based on the HPE Propel technology. The portal is customizable and we offer a portal SDK – called Jumpstart – so that customers, partners and HPE Software Services can extend the portal and add content (widgets and apps). The portal content are unified widgets and applications. Now in Service Manager Service Portal we have Shop, Knowledge, Support, Survey and Chat apps. Through those portal apps, it provides a single place to go whenever users need to interact with IT.
2. End user chat, smart email and virtual agent increase your service desk’s efficiency
Service Manager 9.50 introduces an intelligent collaboration concept, which combines IT Collaboration from previous releases and end user chat. End user chat connects Service Manager Service Desk agents and Service Manager Service Portal users or the Employee Self-Service (ESS) portal users in real-time to resolve requests quickly. This increases IT efficiency, improves customer satisfaction and reduce IT support costs. Additionally, a virtual agent accelerates solution delivery without human intervention. Powered by Big Data analytics, it provides 24x7 support and automatically proposes knowledge articles and catalog offerings as solutions. The virtual agent can be customized to propose other solutions as required.
Service Manager 9.50 also introduces Smart Email. Based on Bid Data analytics, it allows to interact 24x7 with the service desk by using email. It includes automatic record creation from emails received by the service desk, automatic replies with links to suggested solutions from the service desk, email-based approval and other features.
3. Easy of upgrade
In Service Manager 9.41, we introduced hybrid mode, in which Process Designer technology was fully functional, while at the same time the mode also supported legacy technology such as Format Control. Hybrid mode has been designed explicitly to ease the transition from Service Manager Classic to Service Manager Codeless by enabling you to continue to take advantage of your previous investments in legacy tailoring. In Service Manager 9.41 hybrid mode was only available to customers who had adopted Process Designer Change Management content pack. Now, with Service Manager 9.50, the Applications Upgrade Utility has been enhanced to automatically migrate the Classic Change module to Process Designer. This makes hybrid mode available to all customers who are upgrading from a Service Manager 9.3x system using legacy technology or from a Service Manager 9.4x hybrid system. This helps you to easily adopt Process Designer and benefit from lower total cost of ownership moving forward.
By the way, in Service Manager 9.50, service catalog has been enabled on Process Designer, and now you can manage service item lifecycle in visualized way.
4. A new paradigm for IT collaboration - ChatOps
Service Manager 9.50 supports ChatOps, a simplified collaboration model that enables people, processes, tools and bots (chat robots) to exchange information, trigger activities and automate manual tasks in a simple, cost-efficient and rapid way.
You can go to following link for more details about ChatOps:
Embracing SM ChatOps: a new paradigm for IT collaboration
There are more improvements in the new version of HPE SM such as multi-template survey, enhanced out-of-the-box content for better ITIL alignment, embedded impact analysis
We would love to hear what you think about this new release of Service Manager. Please leave a comment below after you have got chance to explore Service Manager 9.50.
Note: Several Manager 9.50 videos are available now in YouTube, enjoy!
What’s New in SM950
HPE Service Manager Service Portal
HPE Service Manager End User Chat
HPE Service Manager Smart Email
The latest release of HPE ITSM Automation Suite is the next step towards integrated solutions. Keep reading for a summary of what this release includes and what kind of solution integration use cases it enables.
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Easy to create calculation report without any coding.
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Should I create 32 bit ODBC data source, or 64 bit for AM? Why can't I access the database? Often time people run into these questions during AM installation. It is kind of confusion, but the answer is pretty simple.