HP Service Manager Incident Management (HPSM) Integration

INTEGRATION OVERVIEW

Notify on-call response teams when critical incidents are reported. With the HP Service Manager integration, on-call members of resolver teams can take direct action on incident tickets in real time from any mobile device.
Information about the incident or change request is presented to recipients via multiple communication channels, allowing updates, assignments, or status changes to be actioned remotely. As actions are taken, ITS updates the tickets with informational annotations to provide a full audit trail.

KEY BENEFITS

1. Trigger automated notifications to alert response teams and key stakeholders before SLA’s are breached.
2. Use subscriptions to notify business stakeholders of incidents.
3. Add multi-channel notifications to extend your Service Manager's notification capabilities beyond email.
4. Take remote actions on incidents from any mobile device.
5. Cloud-to-enterprise integration platform updates Service Manager without requiring network access from outside the corporate firewall.

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The HP Service Manager is one of the applications acquired by HP when it purchased Peregrine Systems in 2005. The application was originally known as PNMS (Peregrine Network Management System). After releasing the first version of PNMS, Peregrine Systems eventually added functionality such as Request Management, Call Management, and Change Management and rebranded the application as Peregrine ServiceCenter.

After the acquisition by HP, the application was rebranded as HP Service Manager and was included in the HP OpenView product suite. HP offers the application as a service desk solution that enables IT to work as a single organization, governed by a consistent set of processes to handle service delivery and support quickly and efficiently.

After the acquisition, the product has been updated with the following significant changes:

• ServiceCenter 3: Client and GUI
• ServiceCenter 4: Process Model and Module Alignment
• ServiceCenter 5 / 5.1: Client, GUI, introduction of Document Engine
• ServiceCenter 6: New Client, New Server-side Application stack (servlets), inclusion of JavaScript, inclusion of SOAP
• Service Manager 7 / 7.11: GUI, Web Client, Process Model (IIA)
• Service Manager 9.2: GUI, introduction of Process Designer
• Service Manager 9.40: Reporting, Smart Analytics.
• Service Manager 9.41: Smart Search, autocomplete, undo in ScriptLibrary editor
• Service Manager 9.50: New Service Portal, Smart Email, Smart Chat.

HP Service Manager Versions

Release Name	Release Date
Service Manager 7.0	September 2007
Service Manager 7.1	April 2009
Service Manager 9.2	May 2010
Service Manager 9.30	June 2011
Service Manager 9.31	October 2012
Service Manager 9.32	August 2013
Service Manager 9.33	January 2014
Service Manager 9.34	July 2014
Service Manager 9.40	December 2014
Service Manager 9.41	September 2015
Service Manager 9.50	November 2016
Service Manager 9.51	December 2016

Functionality

Service Manager is an ITSM Tool using the ITIL framework providing a web interface for corporate changes, releases and interactions (request fulfillment) supported by a Service catalog and CMDB. For a summary of the functionality, screenshots, data sheets, white papers and more information refer to the sources listed above.

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