1. What’s New in HP Service Manager 9.20
Name and Title
Date

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. HP Service Manager 9.20
A fresh new look for enterprise strength IT Service Management
Enhanced Web 2.0 UI for superior operator efficiency
End-to-end solution automation for higher agility
Enhanced Web 2.0 UI for superior operator efficiency
Improved user experience for higher productivity
Customizable MySM dashboard for more convenience and better control
Significant performance improvement in web client
Customer Oriented Scenario Testing to ensure software is “customer-ready”
New restart command enhances server resiliency & system administration
End-to-end solution automation for higher agility
Enhanced change, configuration and release management (CCRM) for improved coordination and minimized risk
Enhanced support for Closed Loop Incident Process (CLIP) to more quickly and accurately discover incidents and execute remediation, maximizing service availability
Operations Orchestration (OO) extensions for CCRM and SM Knowledge Management
Uses the common data model for BTO integrations related to incident management
New SLICK solution integration and deployment capabilities for pre-sales and partners

4. HP Service Manager 9.20 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

5. 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 Change
Supports BTO Data Model for Incident

6. Service Manager 9. 20 Improved User Experience Web 2
Service Manager 9.20 Improved User Experience Web 2.0 UI update for key processes

7. 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

8. HP Service Manager 9.20
Modernization and streamlining of the web interface
Before
After
This slide provides a general impression of the before and after designs.
Note that it’s a cleaner, lighter, more modern look compared to 7.11.
The other improvements will be pointed out in more detail in subsequent slides.
HP Confidential
1 April 2017

9. 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
1. Form modernization
Redesign drivers
Modernize user forms to Web 2.0.
Redesigned forms should look familiar based on experience with Web 2.0 applications.
Previously, a lot of clicking was required to see frequently used information.
For example, our research showed that users frequently accessed Journal updates, which required clicking through tabs and subtabs.
At the most frequent monitor resolution we found in our research (1280 x 1024), the new design allows Journal updates to be seen without scrolling or clicking in Interaction and Incident forms.
Make optimal use of available browser space.
Avoid the large white space gaps visible in previous SM versions.
Reduce complexity, improve efficiency
… a result of improving the use of space and reducing clicks.
HP Confidential
1 April 2017

10. 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
 Better use of browser space available
Form design is more compatible with bigger monitors at higher resolutions. Most users (over 75%) have a monitor size of 17’ or 19’, and have a monitor resolution of 1280x1024 or higher. The other (less than 25%) users have 1024x768 resolution or lower. Design was optimized for 1280 x 1024 or above, but also works well at 1024x768.
Multiple collapsible sections are visible at the same time on larger monitors.
Larger text areas (e.g. Description) allow more information to be read without scrolling the text area.
Wider tables allow more data to be seen without scrolling the table.
Reduced complexity
Some details moved to hover-over.
Related records information consolidated into one table.
History information removed when it is redundant with Activities table.
Improved efficiency
Update frequently used data with fewer clicks.
Some fields were re-ordered for improved consistency.
Right-aligned field labels improve efficiency of form filling.
Order of collapsible sections is based on frequency of use by most customers.
HP Confidential
1 April 2017

11. HP Service Manager 9.20 Form Modernization HP Confidential
A hover-over window is shown (discussed later)
Note: The screenshot shows the entire page, which would not be visible on most monitors.
Note the wider text areas and wider tables like Activities Type in the Activities section (better use of available browser space)
Collapsible sections (better use of available browser space)
Most frequently used sections (Interaction Details and Activities in this example) are opened by default.
Collapsible sections used to be tabs.
You can also collapse the first section of the form to bring the other sections into view.
Use the Page Down/Up or Arrow keys to quickly scroll the form. If focus is in a field, you need to click in the background of the form.
Click on the +/- controls to expand/collapse a section.
Hover-over fields (reduce complexity).
Screen shot shows a hover-over for Contact information
Service Desk and Incident Management:
Contact hover over information (Contact and Service Recipient) shows Full Name, Telephone, and .
Change Management
Affected CI hover over shows Critical CI and Pending Change status.
Right-aligned labels and new required field indicator (improved efficiency)
Initiated By hover over shows Full Name, Telephone, and .
The style and positioning of the new required field indicator is more consistent with Web 2.0 UI standards.
Research shows that right-aligned labels improve form filling efficiency for frequent users of a product.
HP Confidential
1 April 2017

12. HP Service Manager 9.20 Form Modernization HP Confidential
Activities Section (reduce complexity, improve efficiency)
What used to be in subtabs within Activities are now in one section so it can all be viewed without needing to click.
Related records (reduce complexity, improve efficiency)
- Instead of subtabs for each type of record (interaction, incident, etc), the record now appear in a single table, sorted by type of record.
HP Confidential
1 April 2017

13. Service Manager 9.20 Improved User Experience Record List Enhancements
HP Confidential
1 April 2017

14. HP Service Manager 9.20 Record List redesign drivers
Enhance one of the most often used SM components
Incorporate new Web 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
Enhance one of the most often used SM components
Incorporate new Web 2.0 technology via GWT Widget
Improve use of browser space
Controls moved from the side of the record list to the toolbar.
Record list fills the available browser space both horizontally and vertically – removes large white gap below table.
Remove multiple, nested scrolls
Provide better control over record list views
User can choose to view 25, 50, or 100 records
Improve keyboard operation of the record list
Single and multiple select can be done with the keyboard
HP Confidential
1 April 2017

15. 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 direction
Multi-select of records using the keyboard improved
Auto refresh added to complement manual refresh
Better use of browser space available
Moved controls from left side of record list to toolbar. This allows the browser to fill the available space horizontally.
Record list fills the entire vertical and horizontal space available.
Long text in a column no longer wraps to multiple lines, meaning that many more records can now be seen in one screen.
Only one scroll bar is visible, rather than a browser scrollbar and a record list scroll bar.
More control over record list views
Choice of 25, 50, or 100 records per page. Allows user to see more information on a single page with larger monitors
Paging control improved to be more intuitive. Don’t have to enter a page number. Just click through.
‘Count Records’ button and page count information improved. Located near paging controls for efficiency.
New! - Sort indicator shows which column is sorted and in which direction. No sort indicator with previous design.
Multi-select of records using the keyboard improved. Use arrow and space bar to select any records.
Autorefresh added to record list. Users can still do a manual refresh.
HP Confidential
1 April 2017

16. HP Service Manager 9.20 Web 2.0 record lists HP Confidential
Better use of available browser space
Record list fills available vertical and horizontal space
Controls that were on the side of the record list are now in the toolbar.
Color code indication of high priority tickets
DVD conditions (text color) can be applied to elements in the record list in the same way they were used in previous releases.
Admin controls this.
Autorefresh
Default refresh rate is set to 10 minutes
Autorefresh is for SD and IM record lists only
Administrator can configure a different autorefresh rate.
Minimum refresh rate is 5 minutes
User can still manually refresh via the icon in the toolbar.
Selecting records using the keyboard
Use the arrow keys to move the row focus (orange highlight).
Space bar selects/unselects the row that has focus.
Selecting a range clears any other selections. So, the user is currently unable to have several separate rows selected AND select a range using SHIFT+spacebar. If the user hits spacebar for each row, then any pattern of selection is possible.
SHIFT+space bar selects the range between the previous selection and the current row.
SHIFT+ down arrow key extends the selection one row at a time.
Left to right: Count records, paging controls, records display. Discussed in more detail on next slide.
Note controls at bottom of record list
HP Confidential
1 April 2017

17. 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
Selecting number of records per page
Use the selector on the paging toolbar at the bottom of the record list to choose the number of records to view per page.
The default is 50 records per page.
The record list always fills the vertical space on the page regardless of the number of records displayed.
At 1280x1024, about 30 records are visible without scrolling (depending on the amount of “browser chrome” the user has).
Using the paging control
If the total number of records/pages is unknown (i.e. the Count Records button has not been pressed), then pressing the Next button displays each page incrementally.
When next is pressed, if there is another page after the current page, a link to that page is shown.
If the total number of pages is known via pressing the Count Records button, all pages are shown in groups of 5 (if there are more than 5 pages). Pressing the … shows the next group of 5 pages or the previous group of 5 pages.
Count records button
When the user clicks the Count Records button, they can see the number of records on the current page and the total number of records.
When the user visits a particular page, using the paging control, the display of records on the page will change. The total number of records does not change. With 25 records per page, page 1 shows 1 to 25, page 2 shows 26 to 50, page 3 shows 51 to 75, etc. With 50 records per page, the display of records on page would be: page 1, 1 to 50; page 2, 51 to 100; page 3, 101 to 150 .
Sort indicator
The sort indicator shows the direction of the sort and highlights the column that is sorted. Only one column can be sorted at a time.
The default sort order for a record list is not shown when the list is first accessed. The default sort order for SD, IM, PM, and ChM is by ID, ascending.
HP Confidential
1 April 2017

18. 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.

19. Service Manager 9.20 Improved User Experience MySM Dashboard

20. HP Service Manager 9.20
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
Design drivers
Provide role-based graphically driven operational summary data
All end-users to easily customize charts in real time via a simple dialog with drop down lists
Allow users to navigate by interacting with charts
Design Overview
Role-based
OOB MySM pages provided based on user roles
Users can have multiple MySM pages based on permissions set by administrator
MySM pages are located under a single tab accessed from the Navigator
MySM is set as the home page OOB
MySM record list by role
End-user customizable
Easy grouping and filtering of charts
Several fields to filter by
Create customized pages by cloning OOB pages
Create new pages with sophisticated custom layouts
Interactive
Click on a data point in a chart to navigate to a filtered record list
Hover over data points to get more detail
Change filters and groupings to get data views on an as-needed basis
Details
OOB Incident page (shown in screen shot)
For all of the incident charts, the default filter is: Status=Open. The following charts are provided:
Pie Chart: Incidents by Priority
Pie Chart: Incidents by Impact
Bar Chart: Incidents by Service
Bar Chart: Incidents by Assignment Group
OOB Interaction page
For all of the interaction charts, the default filter is: Status=Open, The following charts are provided:
Pie Chart: Interactions by Priority
Pie Chart: Interactions by Company
Bar Chart: Interactions by Service
Bar Chart: Interactions by Assigned Group
Refresh
The manual refresh page button on the page toolbar refreshes all components on the page.
Each component can be manually refreshed from the component toolbar.
The administrator sets the auto refresh rate for components. Each component independently refreshes itself on the auto refresh interval.
Never
Every 10 minutes (default)
Every 20 minutes
Every 30 minutes
Drill down
Clicking on a chart data point (pie wedge or bar) navigates the user to a list/detail view in a new tab.
The list is filtered by the data point. For example, in a pie chart of Interactions by Service, one of the pie wedges might represent “Applications”.
When the user clicks on the Applications pie wedge, the list in the list detail view will contain the 62 (the number represented by the pie wedge) Interaction records for the Applications service.
Clicking on a row in a record list navigates to a tab with the form for that record.
HP Confidential
1 April 2017

21. HP Service Manager 9.20 Flexible Component Layout
Screenshot shows that any complex layout can be achieved using the layout capabilities of the mashup framework
Flexible component layout
For OOB pages, components cannot be arranged by dragging them. They are in a fixed location. However, the “grabber bars” between components can be used to change the amount of space each element occupies vertically or horizontally. Moving the “grabber bars” is how the pie charts were made different sizes vertically.
For pages created by cloning an OOB page, components CAN be arranged by dragging them. The grabber bars can also be used to size the components.
A new “blank” page can be created with a combination of layout patterns and any set of components (allowed by permission settings) for maximum layout flexibility (as shown above).
The page can consist of different areas, each with a horizontal or vertical layout.
Multiple areas are created by splitting an existing area. Each new area can be designated as a vertical or horizontal layout.
Multiple components can be put into an area.
A vertical layout means that when new components are added to the area, existing components are moved down vertically, without changing the width of existing components. The heights of the components are adjusted to accommodate new components.
A horizontal layout means that new components compress existing components horizontally, but don’t move them vertically. The widths of the components are adjusted to accommodate new components.
HP Confidential
1 April 2017

22. HP Service Manager 9.20 End user customizable How to filter charts
Each chart has an OOB “group by” parameter and “filters”. The attributes for grouping and filtering are a subset of database fields for Interactions or Incidents that are most relevant to operational summaries.
To group or filter chart data, select the filter icon in the component’s toolbar. You will see a dialog that allows you to group and filter (shown in the screenshot).
HP Confidential
1 April 2017

23. Service Manager 9.20 Improved User Experience Additional Usability Enhancements
HP Confidential
1 April 2017

24. 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.
Design Drivers
Modernize the look & feel to Web 2.0
Improved expand/collapse control
Design Overview & Details
New accordion design provided Web 2.0 look & feel
Accordion headings guide the eye to the categories more efficiently
More efficient indenting means labels aren’t cut off at the OOB navigator width
Removal of folder and document icons makes visual scanning more efficient
Navigator expand/collapse control allows more intuitive navigation
Expand/collapse control now located on the navigator
Icon is commonly used across several Web applications
HP Confidential
1 April 2017

25. 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 actions
Simplify tool tray menu for clear and concise action
Design Drivers
Consistent tool tray menu buttons across user forms
Specify intuitive and explicit labels that corresponds to user actions
Simplify tool tray menu for clear and concise action
Design Overview & Details
Ok => Save & Exit: Makes a better complement to “Save” than “Ok” does. Makes it clear that this will also “Save” but that you will close the form.
Back => Cancel: There was already a Cancel button and Back did the same thing. This change increased consistency.
Submit => Save & Exit: Changed for consistency. Submit behaved exactly like Ok, which was also changed to Save & Exit.
Add => Save: Changed for consistency in the contexts where Add and Save were the same thing. There are still contexts where there is an Add button.
Close => Close Interaction, Incident, etc: Close by itself could be mistaken for a generic UI command (similar to Cancel). Adding the additional information makes it clear that the command applies to processing the form.
Removed Find and Fill: Find and Fill are next to the fields they apply to. They didn’t need to be in the main toolbar also.
Moved Clone/Undo/Clock/Reject => More Menu: The toolbar is simplified by moving less frequently used commands to the menu.
Detail Options is now renamed => “More” and became a part of tool tray for better labeling and navigation. A “More” menu is a commonly used Web application generic
HP Confidential
1 April 2017

26. 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.
- To just customize the Masthead (top area with logo and logout button) can be achieved by editing CSS.
- The height of the Masthead is completely flexible. It’s not limited to the OOB height.
HP Confidential
1 April 2017

27. HP Service Manager 9.20
- Customization can also include the Navigator area, but this requires more Web development expertise.
The Navigator can also be given a customized appearance, but that requires some web development expertise.
HP Confidential
1 April 2017

28. Service Manager 9.20 Improved User Experience Enhanced Change Management

29. 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
We have made several enhancements to the Change Mgmt module in SM 9.20:
Collapsible sections will make the forms much easier to read and navigate
We have taken major steps to bring the Release Control Analysis (RCA) product into SM as a merged solution, so the functionality provided by RCA will look like it is coming from one product, and not two different products. We will continue on this front for future releases.
We have replaced the old Change Calendar with the more functional RC Calendar which provides a modern look and feel.
The new Calendar is available to all users of Service Desk, Incident Mgmt, Problem Mgmt, in addition to the Change mgmt users.
The Calendar is embedded in the SM UI, as a widget, which will provide a seamless user experience
We have also embedded the RCA Assessment functionality for the Change users (Change coordinators/analysts) so that they can make better and faster decisions in processing the RFC
When combined with the powerful UCMDB integration, the change analyst can quickly determine the business impact of a RFC
We are also adding new capabilities which will be delivered as add-ons (unloads) to SM 9.20 when it ships. They include:
Take advantage of the change planner functionality to suggest the best time to schedule the RFC
Using Operations Orchestration (OO) to automatically implement the RFC
Adding enhanced support for customers that are running SM-UCMDB-RCA in a multi-tenant environment by defining the tenant information once in SM, and getting it synchronized across the systems
HP Confidential
1 April 2017

30. HP Service Manager 9.20 Change Management embedded functionality
In this screen shot, you can see how embedded the RC functionality is inside the SM UI. You can see the 2 collapsible sections that show the RC Assessment functionality and the Change Calendar. It provides the customer with a seamless customer experience.
HP Confidential
1 April 2017

31. Service Manager 9.20 Improved User Experience Localization Enhancements

32. HP Service Manager 9.20 Clients localized at Ship Release
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
Languages with online help: German, Spanish, French, Italian, Japanese, Korean, Simplified Chinese, Russian
Languages without online help: Dutch, Brazilian Portuguese, Czech, Hungarian, Polish
HP Confidential
1 April 2017

33. 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
In Service Manager 7.1x, there are a few very visible places where a user logging into the system in a non-English language will still see English text. This includes Boolean values, various statuses, categories, etc…
Our ultimate goal is to get to 100% localization in the UI for non-Admin users, even when users access the same system in multiple languages.
The Record Tag Localization Utility is the first step towards this goal. It provides customers and implementers a way to provide translated values for one pre-determined field of a given table. This field is typically a text identifier, such as the category name.
The tool also provides a way to automatically modify the screens presenting those values so that they show the translated values.
In the future, the Service Manager team will convert the screens to use localized values, module after module.
Automates screen and data policy modifications to use localized values
HP Confidential
1 April 2017

34. 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 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
With 14 supported languages, Service Manager provides one of the best localization support in BTO software.
The new strategy to extend Service Manager’s reach and open new markets is to rely on our regional partner and implementers to determine which new target languages are valuable, and to take the matter in their own hands. Some implementations are already going through this process on current version, but without the right tool, this can be lengthy and tedious.
The Service Manager Open Localization Toolkit makes this process very easy. At it core, the Language Builder tool extracts the English strings from the Service Manager web client, windows client, the server, and the applications (even the customized applications). The string files can then be sent for translation in the target language.
Language builder can then be used to import the language strings and produce a language pack.
This language pack can be sent to one or many customers, which will enjoy Service Manager in a new language.
Note that the toolkit does not yet provide a way to localize the help server or the documentation.
In the current version , it does not provide a way to localize the customizations done to a system into a language that is supported out-of-box.
Shortly after it is released, we will add support for Right to left languages.
The current versions supported are SM 7.10 and SM The support for SM 9.20 will follow.
HP Confidential
1 April 2017

35. Service Manager 9.20 Improved User Experience New documentation

36. 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 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. HP Service Manager 9.20
Entity Relationship Diagrams

38. HP Service Manager 9.20
Help Server launch page

39. Service Manager 9.20 Performance & Quality Web Client Performance

40. 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 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. Service Manager 9.20 Performance & Quality Server Resilience

42. 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 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. HP Service Manager 9.20
Notification of scheduled recycle of key SM processes

44. HP Service Manager 9.20 What’s New
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 bit / 64 bit / 32 bit with 3G switch
Windows 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 processes.

45. Service Manager 9.20 Performance & Quality Advances in quality

46. HP Service Manager 9.20 206% increase in automated tests
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

47. 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

48. Service Manager 9.20 BTO Solution Supporting Integrations

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
CLIP v9 is one of the key BTO wide initiatives that brings together the ITSM and BSM offerings. We have built a new bi-directional integration between SM and OMi, which is the new central event console for BSM. We are using the BTO Data Model (BDM) which provides for a common language for incidents, and the new RESTFul Web Services interface to communicate with OMi.
The benefit to customers is that SM will get fewer incidents created because OMi will filter and correlate events intelligently.
SM plays a pivotal role in the Closed Loop Incident Process (CLIP)
Reduce help desk mean-time-to-resolution (MTTR) for incident remediation by launching HP Operations Orchestration flows from SM Knowledge Management articles
Event to Incident exchange with HP OMi via manual submission right from within the OMi UI or automatic via template
Invoke the BSM Business Impact Report from within the SM Incident record, in the context of the Incident’s related CI to enable the Service Desk Agent to validate the updated status of the Business Impact, in order to categorize and prioritize the Incident accordingly for faster resolution
IDC: 75% Reduction in number and duration of outages and performance degradations

50. HP Service Manager 9.20
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
This screen shot shows the powerful new capability of combining the power of Operations Orchestration (OO) with SM to reduce the MTTR for incidents. We do this by linking the relevant OO flow to a Knowledge article, so that an incident analyst can remediate the incident very quickly by leveraging the automation capabilities of OO.
HP Confidential
1 April 2017

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. 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
Similarly to the KM/OO integration slide, we can use the power of OO to automate the execution of a RFC by launching the OO flows, via a manual trigger or automated trigger, as defined by the customer. The benefit to customers is they can now apply more automation to their change process which will allow them to process more changes effectively and consistently.
HP Confidential
1 April 2017

53. HP Service Manager 9.20 Support for UCMDB 9.0
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
We have enhanced the SM integration with UCMDB9 to support a MT environment, so MSP customers can define the tenant information in SM and it gets automatically synchronized with UCMDB. You can now view the actual state of a CI in SM on per customer basis. Also, DEM (Discovery Event Manager) is the rules engine that can now handle reconciliation rules between the actual state of a CI in UCMDB and the managed state in SM on a per customer/tenant basis.
With SM 9.20, we are also bundling the latest version of UCMDB 9.0 which has a lot of new features:
UI Changes
Modeling Studio Enhancements
CI Selector – save search
ITU Enhancements
Reporting
Data acquisition UI
BTO Data Model
Security
TQL Dependencies
New Viewing System
SDK Enhancements
Upgrade
Multiple States
Stable IDs
Multi Tenancy Improvements
DDM Changes:
Conflict resolution in attribute level
Improved and configurable identification rule
Discovery Problems Mechanism Improvements
Supporting localized errors
Better filtering capabilities
HP Confidential
1 April 2017

54. Q&A