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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