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

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Presentation on theme: "©2009 HP Confidential11 Name and Title Date Whats New in HP Service Manager 9.20."— Presentation transcript:

1 ©2009 HP Confidential11 Name and Title Date Whats New in HP Service Manager 9.20

2 ©2009 HP Confidential2 2 What early adopters have to say about 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

3 3 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

4 4 Why version 9.20? HP Service Manager 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

5 5 Doubling down on a modernized web experience Service Manager 9.20 Release Themes 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 Change Supports BTO Data Model for Incident

6 ©2009 HP Confidential66 Service Manager 9.20 Improved User Experience Web 2.0 UI update for key processes

7 7 Modernization and streamlining of the web interface HP Service Manager 9.20 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

8 8 Modernization and streamlining of the web interface HP Service Manager 9.20 Before After

9 9 Form modernization redesign drivers HP Service Manager 9.20 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

10 10 Form modernization design overview HP Service Manager 9.20 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

11 11 Form Modernization HP Service Manager 9.20

12 12 Form Modernization HP Service Manager 9.20

13 ©2009 HP Confidential13 Service Manager 9.20 Improved User Experience Record List Enhancements

14 14 Record List redesign drivers HP Service Manager 9.20 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

15 15 Record list design overview HP Service Manager 9.20 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 direction Multi-select of records using the keyboard improved Auto refresh added to complement manual refresh

16 16 Web 2.0 record lists HP Service Manager 9.20

17 17 Web 2.0 record lists HP Service Manager 9.20 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

18 18 Collapsible sections HP Service Manager 9.20 –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.

19 ©2009 HP Confidential19 Service Manager 9.20 Improved User Experience MySM Dashboard

20 20 MySM Dashboard leveraging BTO mashup technology HP Service Manager 9.20 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

21 21 Flexible Component Layout HP Service Manager 9.20

22 22 End user customizable HP Service Manager 9.20

23 ©2009 HP Confidential23 Service Manager 9.20 Improved User Experience Additional Usability Enhancements

24 24 Improved Navigator HP Service Manager 9.20 –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.

25 25 Enhanced tool tray menu HP Service Manager 9.20 –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

26 26 Web client brandability HP Service Manager 9.20 –Now administrators easily change the masthead at the top of the form to reflect their companys brand logo, colors and look-and-feel –Support for multiple Cascading Style Sheets (CSS) means companies can select from alternate themes.

27 27 HP Service Manager 9.20 - Customization can also include the Navigator area, but this requires more Web development expertise.

28 ©2009 HP Confidential28 Service Manager 9.20 Improved User Experience Enhanced Change Management

29 29 Change Management embedded functionality HP Service Manager 9.20 –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 RFCs 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

30 30 Change Management embedded functionality HP Service Manager 9.20

31 ©2009 HP Confidential31 Service Manager 9.20 Improved User Experience Localization Enhancements

32 32 Localization Support HP Service Manager 9.20 –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

33 33 Localization utility for status and codes HP Service Manager 9.20 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

34 34 Coming Soon – Open L10N HP Service Manager 9.20 –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

35 ©2009 HP Confidential35 Service Manager 9.20 Improved User Experience New documentation

36 36 New documentation HP Service Manager 9.20 –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

37 37 Entity Relationship Diagrams HP Service Manager 9.20

38 38 Help Server launch page HP Service Manager 9.20

39 ©2009 HP Confidential39 Service Manager 9.20 Performance & Quality Web Client Performance

40 40 Web client performance improvements HP Service Manager 9.20 –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

41 ©2009 HP Confidential41 Service Manager 9.20 Performance & Quality Server Resilience

42 42 Scheduled recycle of key SM processes HP Service Manager 9.20 –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

43 43 Notification of scheduled recycle of key SM processes HP Service Manager 9.20

44 44 Support for MS Windows 2008 Server ASLR HP Service Manager 9.20 –A new SM server feature provides a mechanism to automatically select a valid shared memory location so that our users dont 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. Whats New

45 ©2009 HP Confidential45 Service Manager 9.20 Performance & Quality Advances in quality

46 46 Investment in quality since SM 7.11 HP Service Manager 9.20 206% increase in automated tests167% staffing increase in QA team50% staffing increase in PCoE teamTesting against customer data sets

47 47 COST Program details HP Service Manager 9.20 –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 customers 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 customers perspective, using real business scenarios executed on authentic data. Engineers will conduct an actual upgrade and validate customers existing configuration to better understand how it is used in the field to ultimately provide a higher quality in the next release

48 ©2009 HP Confidential48 Service Manager 9.20 BTO Solution Supporting Integrations

49 49 HP CLOSED LOOP INCIDENT & PROBLEM MANAGEMENT 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

50 50 CLIP Support: KM articles contain links to Operations Orchestration flows HP Service Manager 9.20 –View/add/delete OO Flows in KM knowledge articles for use by SM service desk users

51 51 HP CHANGE, CONFIGURATION AND RELEASE MANAGEMENT Maximize 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

52 52 CCRM Support: RFC records contain links to Operations Orchestration flows HP Service Manager 9.20 –Automatic and manual execution of OO flows for automated provisioning

53 53 SM + UCMDB enhancements HP Service Manager 9.20 –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

54 ©2009 HP Confidential54 Q&A

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