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Agility, mobility and user-centric IT: new release of HP Service Manager (SM) 9.32 is now available

‎08-29-2013 03:25 PM - edited ‎09-27-2015 06:32 PM

I am pleased to announce the new release of HP Service Manager 9.32.  I always enjoy meeting with our HP Service Manager customers and discussing how they can improve the efficiency of their ITSM operations. In fact, these conversations have helped shape the enhancements in HP Service Manager 9.32. We’ve included several new features and enhancements that are intended to help our customers get the most value out of their HP Service Manager solution. I invite you to watch the overview video below and please read on to learn more about three major features in  SM 9.32:



1.      Process Designer for Help Desk


As reflected in my previous blogs, the move toward a codeless system is one of our biggest initiatives within the HP Service Manager team. We realize that custom development work is often costly and time consuming (not to mention less supportable and agile). which is why we aim to make it obsolete.


In our first steps toward this goal, we introduced Process Designer for Knowledge Management and Process Designer for Change Management. Recently, we’ve added codeless configuration for the help desk processes in HP Service Manager:

  • Service desk
  • Incident management
  • Problem management.


With reduced complexity, and the elimination of the need for custom programming and seamless future upgrades, Process Designer for Help Desk increases the speed of your organization’s time to value.


2.      Mobility

With an increasingly mobile workforce, we continue to enhance our HP Service Manager mobile capabilities. Our goal is to enable users of HP Service Manager to be as productive as possible while on the go. With HP Service Manager 9.32 we’ve introduced new mobility features that increase customization and enterprise readiness. Specifics of these features include:


  • Views, forms and action bar options can now be customized at the record level, using the traditional Service Manager tools such as View Administration and Forms Designer, right from a smartphone or tablet
  • When using a hardware load balancer, Service Manager can now handle 1000 concurrent mobile users and support 13 languages
  • IT operators can now view and manage records remotely from a simple UI

3. Service Request Catalog (SRC)


In a response to the increasing demand for user-centric IT, HP Service Manager 9.32 also improves the extensibility of the Service Request Catalog (SRC). Specific enhancements to the Service Request Catalog (SRC) include:

  • All the out-of-box fields and sections are now configurable from the SRC Tailoring Interface
  • Based on a particular user selection, the list of further selections and ancillary forms changes dynamically
  • A new date/time selector validates date/time entries against the calendar and validates entries against time-specific business rules set by the administrator

In short, HP Service Manager 9.32 offers:


-          Codeless configuration for the help desk processes—Improving time to value, reducing complexity and easing future upgrades.

-          Increased mobility—Supported with extensibility and overall improvements to help IT users on the go stay connected to their Service Manager system.

-          Automate self-service request handling— Offers greater extensibility and other improvements to the Service Request Catalog (SRC).


HP Service Manager 9.32 is available for download now from HP Software Support and Process Designer for Help Desk is available via HP Live Network. In addition to this brief overview, we will be diving deeper into each of these new features and enhancements in upcoming blogs. We will also be highlighting additional features in the coming weeks—so please stay tuned. 

For more information on HP Service Manager 9.32, I encourage you to visit or watch this in-depth demo video.



Jacques Conand

Product Management Director

Service Portfolio & Management

HP Software


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About the Author


Jacques Conand is the Director of ITSM Product Line, having responsibility for the product roadmap of several products such as HP Service Manager, HP Asset Manager, HP Universal CMDB, HP Universal Discovery and the new HP Service Anywhere product. Jacques is also chairman of the ITSM Customer Advisory Board, ensuring the close linkage with HP's largest customers.

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