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HP Service Manager 9.31 - more details about the new service request catalog capabilities

Michael Pott (michael_pott) ‎10-26-2012 06:04 AM - edited ‎09-27-2015 07:59 PM

In my previous blog post I talked about 3 more reasons to move to HP Service Manager 9.31, one of which were the service request catalog improvements that come with 9.31. A couple of people since then asked me what these new capabilities in self-service support and customization are all about and what benefits they result in. Here are some details ...


Further relieve your service desk with more self-service support

  • Knowledge base search - allows to globally search the service catalog, the support catalog and the knowledge base with a single query. All results are presented in a single list, and the user gets a shortcut to create a unique support request if the searched item does not exist. This reduces the number of help desk calls and support requests.
  • Service subscriptions - is what it says ... a user can subscribe, unsubscribe and view details of subscriptions in the dashboard, providing better understanding, control and tracking over the services subscribed to.
  • Fulfillment approvals - comes with a centralized approval interface for business users, streamlining the approval process and enabling faster approvals. Using a single interface users can now work and filter on service request approvals, change request approvals and request for quote approvals.
  • Shopping cart and layout improvements - reduce interface complexity and include some features resulting in a better shopping experience and increased user efficiency, for example by combining service support and service request status into a single dashboard element.


Tailor the service request catalog to your business needs

  • Extended custom fields support - service request catalog users now can also edit custom fields when resubmitting a service request or updating a support request, improving the collection of relevant request information.
  • 3rd party application launch - this is the next step towards offering a single service portal to your users. External applications can be launched from within the service request catalog dashboard. Fields, buttons and mapping can be defined by the administrator.
  • Customized layout and look & feel - in terms of what you finally see this is probably one of the largest capabilities added with 9.31. You can configure the user interface and its layout to apply your corporate branding to the service portal, including background symbols, separator lines, logos, icons, images, and the use of CSS for fonts.


Do you want to learn more about HP Service Manager 9.31? Then don't miss the upcoming Vivit webinar "A Closer Look at HP Service Manager 9.31", including an in-depth demo, on November 8.


Have a nice day,

Michael Pott


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About the Author


Michael Pott is a Product Marketing Manager for HP ITSM Solutions. Responsibilities include out-bound marketing and sales enablement. Michael joined HP in 1989 and has held various positions in HP Software since 1996. In product marketing and product management Michael worked on different areas of the IT management software market, such as market analysis, sales content development and business planning for a broad range of products such as HP Operations Manager and HP Universal CMDB.

Anuj Teotia on ‎04-21-2013 12:13 AM

Is 9.31 the latest vesion for HP SM?

Also, what would be the next version of HP SM.


Anuj Teotia

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