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HP Service Manager 9.32: How it Delivers Value to You

Yvonne_Bentley ‎09-04-2013 05:27 PM - edited ‎10-04-2015 09:08 PM

 HP Service Manager (SM) 9.32 marks another milestone in the evolution of IT service management here at HP. In HP Service Manager 9.32 our main goals were to improve productivity, ease-of-use, end-user satisfaction and ease future upgrades.  I hope you enjoyed the opportunity to get introduced to our latest Service Manager offering in Jacques’ HP Service Manager 9.32 announcement blog last week.


This week I’d like to present each of the features and we’ve built into HP SM 9.32 and discuss the value they provide to you.



Process Designer for Help Desk: Process Designer Help Desk provides a codeless configuration user interface that supports the administration of three help desk processes: service desk, incident management and problem management.  These enhancements reduce complexity, while enabling easier upgrades, ultimately helping you to deliver business value faster and easier.  In addition, the UI provides the ability to configure incident tasks, which is new to this release as well.  Incident tasks provide  users with more control and flexibility in planning diagnosis and resolution activities amongst different service providers.


Mobility Features: In line with the Bring Your Own Device (or BYOD) movement within the IT and IT service management industries, HP Service Manager 9.32 offers several mobility enhancements to allow users the same customization ability on their mobile devices as they have on HP Service Manager.

With HP Service Manager 9.32, delivery technology, modernization and extended mobile coverage maps do more on phones and tablets to deliver custom field supports and improved localization.  Service Manager 9.32 new mobility features can now support workflows, end users and managers.   Additionally, we’ve HP Service Manager 9.32 now runs in the browser of an iPhone, Android smart phone or BlackBerry device, allowing users to access their Service Manager system from anywhere at any time.


Service Request Catalogue (SRC):In-line with the new style of IT and the movement towards automation and self-service, we’ve made several usability enhancements within the Service Request Catalog (SRC), our self-service front-end to HP Service Manager, including custom field support and dynamic user options.  Enhancements include:


Service Catalog Enhancement

  • Dynamic User Option
  • Configurable OOB Checkout Panel
  • Date-Time Validation upon User Option


  • Hebrew
  • RTL against Hebrew and Arabic


  • Type-Ahead
  • Multiple Columns in the lookup field
  • Migration tool

New Innovation: With HP Service Manager 9.32, a number of changes were also added to make your system more secure, effective and efficient.


  • Hardware Load Balancer: Hardware load balancer now supports infrastructure for both the web tier and client in SM 9.32  This integration supports a series of load balancers that distribute transactions so that multiple connection points for multiple web tiers are connected, resulting in no single points of failure.  This way, multiple devices are also supported in the case of failures in the infrastructure.  In such cases, ample backup in case of interruptions is also better protected.
  • RESTful API: This REST-based web service API feature provides a lightweight framework that can save development time and simplify integration.  HP Service Manager 9.32 touches various disparate systems so web service based interaction is very important.  We’ve delivered RESTful API because it is the next generation of web services and provides new capabilities under a new style of IT.
  • Web Client Usability:These enhancements in Service Manager 9.32 allow for consistency in web client behavior across HP Service Manager as well as improved efficiency and productivity for end users. With HP Service Manager 9.32 users can now:
    • Easily close inactive tabs
    • Quick jump to the desired group
    • Maintain list frame upon refresh
    • Single click on system navigator menu
    • Indicators and sizing on hover windows
    • Configure inactive timer in the individual operator record
  • Cross Table Query:  This feature dramatically improves performance for ad-hoc SQL queries run on 2 or more tables.
  • Survey Integration:  Our new survey feature integrates with third party survey tools so surveys can be configured and managed directly from HP Service Manager 9.32. This tool offers an easy way for IT to capture valuable information on end user sentiment that can influence plans for IT service improvements.

I will be delving even deeper into each of these highlighted features in separate blog articles, complete with demo videos to show you how these features work, in the coming weeks. I encourage you to stay tuned to learn how you can improve the management of your IT services using HP Service Manager 9.32.


For more information please visit


Which features in SM 9.32 will bring the most value to you in your job and why?  I’d love to hear from you. Please leave me a comment below. 

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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