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HP Service Manager (SM) 9.32: Ultimate Flexibility in your Survey Integration Solution

Yvonne_Bentley ‎10-16-2013 09:19 AM - edited ‎10-04-2015 09:23 PM

We all know that customer surveys are valuable to your organization. They provide a proven feedback mechanism to capture end-user sentiment—which can subsequently influence service improvement plans and service-level agreements.  The Survey Integration feature offered in HP Service Manager 9.32 (SM) enables users to seamlessly integrate HP Service Manager with the third-party survey solution that best meets their organizations needs.


The new solution provides users with two integration methods:

  • An API-based connector that uploads data directly to the survey solution (enabling users to manage the survey directly through HP SM)
  • A URL-based connector that sends survey request emails containing a survey-specific URL to intended survey-takers 

The new release of HP Service Manager 9.32 supports both integration methods, along with controls to configure and manage these surveys from within the application. The new survey integration solution provides a robust survey integration capability for all customers. Rather than a one-survey-fits-all approach, HP SM 9.32 Survey Integration allows users the ultimate flexibility in their choice of a survey tool.


The new Survey Integration Solution, which was previously released as a stand-alone content pack on HP Live Network, has been merged into HP Service Manager 9.32.  Users can now directly configure and set up the solution from Tailoring > Integration Manager on the task bar.


Why update, you ask? Here are the top 3 reasons we recommend it:


1.  In previous versions, Service Manager could only be connected to the CustomerSat survey solution, previously known as MarketTools, using an Application Programmable Interface (or API). Now, there is an added URL-based connector that integrates with many third-party survey solutions. 


2. We have created a new user interface that enables users to easily manage the use of an independent survey tool from within HP Service Manager. 


3. We have addressed security concerns by allowing the user to define roles and access using the user interface.

The new Survey Integration Solution offers users increased flexibility to capture end-user feedback to influence your organization’s service improvements.


Join us as we explore this new feature in What's new in HP Service Manager 9.32: Survey Integration.  In the video, we indicate how to create a survey, schedule the survey and configure survey emails, to demonstrate the ease of using the new survey tool in HP Service Manager 9.32.



For more information about survey integration, please be sure to check out our blog IT Service Management and the Service Manager home page

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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.

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