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HP ITSM Insider Dispatch: Customer Success with HP Service Manager Process Designer for HelpDesk

Yvonne_Bentley ‎08-07-2014 10:50 PM - edited ‎10-04-2015 09:40 PM

Let me share a success customer story about HP Service Manager (SM) Process Designer for HelpDesk, which provides codeless configuration for your Service Desk, Incident & Problem Management processes.


One of our customers, a Fortune 500 public utility based in the U.S., recently completed their first Process Designer deployment on their HP SM HelpDesk processes as well as their Change Management process. The customer was an existing SM 7.x user, but they chose to reimplement SM 9.30 out-of-box. They had not previously deployed Change Management.


With the SM Process Designer for HelpDesk, the tailoring of Service Desk and Incident Management processes was finished in one week and ready for review. The Change Management tailoring took less than four days.


The customer feels that the contrast between SM Process Designer for HelpDesk and the legacy build and toolset is nothing short of remarkable. Everything about working with the PD-based HelpDesk modules is dramatically more approachable and the new out-of-box build required very few modifications.


Only four weeks total, from beginning to end, were spent in delivering the completed system. The initial response from their users could be summarized in one comment: “It has so much more than what we have today!”.


But the story was far from over.  With the codeless configuration introduced by Process Designer, the customer was able to complete testing and correct any defects on their own, without any help from HP professional services or an HP partner.


How did the customer benefit from HP Service Manager Process Designer for HelpDesk?


1.  The Process Designer framework, enabling codeless configuration, was implemented very quickly for the HelpDesk module processes (Service Desk, Incident Management, and Problem Management) creating a shorter Time to Value.


2.  Since incident tasks are now added and supported for Service Level Agreements, incidents are resolved in a more efficient way and multiple assignments are supported leading to faster incident resolution.


3.  A simplified and consolidated Process Designer security mechanism is applied to HelpDesk modules as well as Change module making the organization more secure.


4.  Usability has been improved and the Process Designer framework is enhanced. Examples include a simplified Related Records section, UI style that can be switched between Tab and Group, a real-time counter enabled for the Attachments and Related Records sections, workflow-based Rule Sets/Actions have been added, and workflow backend transitions for cross-module interaction are now supported.  Better usability means higher staff productivity.


So visit the HP Live Network and download HP Service Manager (SM) Process Designer for HelpDesk, distributed in Process Designer Content Pack 9.30.3.




Content contributed by Jinhong Zhang on the HP Service Manager R&D team

About the Author


A 25+ year veteran of HP, Yvonne is currently a Senior Product Manager of HP ITSM software including HP Service Anywhere and HP Service Manager. Over the years, Yvonne has had factory and field roles in several different HP businesses, including HP Software, HP Enterprise Services, HP Support, and HP Imaging and Printing Group. Yvonne has been masters certified in ITIL for over 10 years and was co-author of the original HP IT Service Management (ITSM) Reference Model and Primers.

dkalian ‎08-13-2014 09:49 AM - edited ‎08-13-2014 09:50 AM

I took a look at the download link which required me to sign up for the HP Live Network.  Our HP rep has told us to sign up, but I didn't realize there was that much content there!


Very good, I will be getting the rest of my to sign up also.

dkalian on ‎08-14-2014 06:22 AM

We are very interested in Process Designer as we can see great value in it.  However, our Service Manager system is heavily tailored.  Does the Process Designer Content Pack touch any exising "stuff"?  Any change it would overwrite our tailoring?

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