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HP Service Manager (SM) 9.32: How to save development time and simplify integration with RESTful API

Yvonne_Bentley ‎09-17-2013 10:13 PM - edited ‎10-04-2015 09:18 PM

With the market demanding both easily extensible and fully integrated technology to satisfy an ever-growing appetite for end-to-end IT service automation, we have enhanced HP Service Manager 9.32 to support a simpler and more developer-friendly web service protocol. An ITSM process automation application like HP Service Manager 9.32 is a natural hub for integrating other applications and tools that collaborate to improve IT efficiency and productivity. This is why we implemented the RESTful API framework to replace the previous SOAP (Simple Object Access Protocol) API.  This widely adopted, easy to use, light-weight and stateless API framework allows organizations to realize much more potential for integration yet shorten development timeand significantly simplify integration efforts.  This is the perfect recipe for more satisfied IT and end users --and ultimately, makes your life easier.


 There are a number of components that form the implementation of the RESTful API framework. These components establish a consistent protocol to simplify and smooth integration with HP Service Manager 9.32:

1.) Configuration of UI Panel: We have created a single interface (called a configuration UI panel) to configure Service Manager RESTful APIs that correspond to Service Manager objects.

2.) Customizable Resources: Service Manager can also contain customized objects and is able to utilize RESTful resources for customized objects.

3.) Queries, Actions and Attachments: We have established a robust query environment that supports simple and advanced native queries. RESTful API also supports sorting, pagination and a different view for collections.

4.) Service Document: Service Manager supports Service Document which gathers a listing of all Service Manager RESTful APIs’ definitions in one place.

5.) Security: RESTful API aligns with the security controls in Service Manager such as Capability Word, Profile, Password, and License. The RESTful API also supports authorizations such as HTTP Basic, SSL, CAC, TSO and LWSSO.

6.) Globalization: RESTful API supports HTTP standard header, "Accept-Language", and the wording of Service Manager Messages can be localized to a particular language.

7.)    Hardware Load Balancer: To maintain application performance, the RESTful API supports Hardware Load Balancer.

By using the RESTful API Framework, intrinsic operations such as CRUD (Create, Read, Update and Delete) and extrinsic operations such as SM specific actions (such as Close and Resolve) can now be simplified on HP Service Manager Objects. RESTful API provides HP Service Manager 9.32 users with a web services protocol that opens up more integration possibilities, is easy to use, cuts down development time and saves integration efforts.


For a great series of demonstrations on the RESTful API framework, check out the video below:



If you are interested in more information about the new HP Service Manager 9.32 I encourage you to read the blogs I have written on other enhancements:

 For all things HP Service Manager 9.32 please visit


What kind of integrations will YOU be putting in place in HP Service Manager using RESTful APIs?  I would love to hear about it.  

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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.

Thiago Mendonca
on ‎05-07-2015 10:29 AM

Hi Yvonne,


I found this blog entry because I have a monitoring tool we developed internally and we would like to integrate it with Service Manager so every alert generated by our tool, creates a incident ticket in SM9 and assign it to the correct resposansable team. From what I understood from this blog entry, I could use the RESTful API to do this, is it correct ?


If this is possible, is there any documentation about how to implement it, what is necessary (any license, request access, etc etc...) ? Do you have any contact that could help me on this ?


Thank you !



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