HP Software announces the general availability of HP Service Manager (SM) 9.3, marking another milestone in the evolution of integrated, automated and cloud-powered IT service management for the Instant-on Enterprise. This software offering has something for everyone involved with the service desk function – ranging from IT end users to operators/agents and administrators.
Built on ITIL best practices, HP Service Manager is a single communications hub that is core to the HP IT Service Management solution and enables IT to work as one organization – governed by a consistent set of processes.
HP Service Manager has been enhanced with multiple new features, addressing client needs in the areas of productivity, ease-of-use, end-user satisfaction and quicker software updates.
Productivity:
· Mobility Client: To support today’s active working styles, HP SM is now offering a new mobile client for service desk personnel involved in the incident management and change approvals processes. This new feature has been built for a smart phone form factor, is included at no additional cost, and is supported on a wide range of devices, including the Apple iPhone and iPad, Google Android devices, HP WebOS devices and RIM Blackberry.
· Customizable mySM dashboard: IT can access the right information when they need it, with a new dashboard that can tailor data from HP Service Manager or other external sources, without the need of an administrator.
· Enhanced knowledge management (KM): A new and improved KM offering yields fast, effective searches using cutting-edge search engine technology and new search forms that have been designed from the ground up.
Ease of Use
· Graphical “Process Designer”: IT organizations can speed implementations with a new GUI-based workflow designer and rules editor that simplify the editing and configuring of workflows, conditions and rules. Process modules will also be available via HP LiveNetwork.
· Easier (and better) reporting: IT organizations can demonstrate its value to the business with HP Service Manager’s new partner extension solution.
End-User Satisfaction
· Portal to cloud-based applications: The service catalog portal provides an interface to cloud environments, providing a myriad of options, sources, and methods for provisioning requests.
· New survey capability: IT can tune services to better serve its customers with a new survey instrument from MarketTools that captures end-user feedback.
· End-user Support Self-services: Organizations can now increase end-user satisfaction by allowing users to access self support help or place a new support request.
Quicker Software Updates
· New migration utilities: A new migration tool and an assessment tool for better HP ServiceCenter migration planning results in faster migrations and reduced risk.
· Upgrade enhancements: Organizations can reduce the number of manual steps and minimize errors with a utility-driven upgrade.
To see the new HP Service Manager 9.30 live, contact your HP sales representative or channel partner. You can also attend one of HP's monthly tech talks: www.hp.com/go/SMdemo.
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