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HP ITSM tips and tricks: 3 things to know before implementing integrations with HP Service Manager

Yvonne_Bentley ‎11-20-2013 02:30 PM - edited ‎10-04-2015 09:25 PM

In the field of IT Service Management (ITSM), integrations and automated, end-to-end solutions are more in-demand than ever before. As a leader within the industry, HP recognizes this growing trend and offers unsurpassed integration solutions available between HP Service Manager and other HP software offerings.


Here are three key tips to help you best utilize HP Service Manager integrations:


1. Learn about integration offerings with ‘HP Software Solutions Now’


Our first tip is to utilize HP Software Solutions Now. This portal of information should be the first place to go if you want to learn about a new integration. This portal provides you with an overview of the present integrations in the system. This gives you a better understanding of their basic functionality. You can also get links links to relevant documents if you are looking for more information. Additionally, as the name of the portal indicates, you can explore many of our integration solutions on HP Software Solutions Now and gain valuable insight.


For the better part of the past year, HP has made huge strides into making our integrated solutions better and more practical for our users. One way we have done so is by combining several integrations into a solution based on HP best practice. For a more in-depth explanation, enter the HP Software Solutions Now portal and access the solutions page.


2. Understand integration deployment challenges caused by customization


Once you have obtained a solid understanding of HP Service Manager integrations and solutions, it’s time to deploy some of them into your service management environment. Before you begin, it is important to consider the customization work you have done on your existing Service Manager implementation. As a flexible platform, Service Manager provides the capability to tailor the OOB system from the data layer to the UI layer. Here are two typical customization challenges that might impact integration (you may have different challenges in your environment):


a.      New mandatory fields


New fields can be added into HP Service Manager Table via the DB Dict utility or by the system definition tool when users deploy Service Manager for business purposes. If some of the new fields that were added to your system are deemed as mandatory fields, they might cause a failure when the integration tries to update the data in the table. In that case, either a default value must be assigned to them in WSDL configuration or they need to be mapped to the counterpart fields of another endpoint.


b.      Potential customization conflicts


Some integrations might require you to tailor your HP Service Manager installation if your content does not exist in the OOB system. This is more common for users if they are still using an older version of Service Manager. If that is the case, there might be a potential conflict between the tailoring done by the integration and the tailoring done by the user. To offset this potential risk, two unload files are provided to assist with the integration process. To properly use them, you should only import one of them directly and implement another one manually.


3. Know all the Technical Choices for HP Service Manager Integrations


Sometimes you might want to develop a home-grown integration for your HP Service Manager. There are several technical choices you can choose from to do so.


1. Direct integration via SOAP-based web services API

2. Use an integration middleware, such as HP Connect-IT

3. Direct integration via Restful API

4. Direct integration via SCAuto


Out of the four technologies listed above, most of HP Service Manager’s integrations were developed based on the first option: direct integration via SOAP-based web service API. A well-rounded understanding of these four technologies will help you better utilize the integrations available with HP Service Manager. For more information, visit the HP ITSM home page. For more information on HP Service Manager integrations please visit the HP SM Help Center!


Hopefully, this integration tips and tricks article proved useful in your endeavor to get the most out of your HP Service Manager software. As usual, your feedback, comments and questions are always valued by the HP team. We encourage you to leave a comment below or connect with us on twitter @HPITSM


For more information about Service Manager and other news in the world of #ITSM, visit our blog!


Contributed By:  Zhu Lin, HP Software R&D

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.

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