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HP Service Manager (SM) 9.32: What’s new in mobility and ITSM on-the-go

Yvonne_Bentley ‎09-10-2013 07:39 PM - edited ‎10-04-2015 09:09 PM

Smart mobility and the BYOD (Bring Your Own Device) movement  played an important role in our release of HP Service Manager (SM) 9.32. We are offering several improvements to mobility in HP Service Manager 9.32 in response to the increasing consumerization of IT and a greater need for security, productivity and connectivity,.


The worldwide mobile phone market is predicted to grow 7.3 percent year over year in 2013 according to the International Data Corporation (IDC) Worldwide Quarterly Mobile Phone Tracker. The way we all  interact with technology in the business environment has forever changed, and enterprises need to adjust to it.


The enhancements we have made allow users to easily access their HP Service Manager system, anywhere and at any time.  I touched on this ability recently in this blog, but I’d like to take this opportunity to delve deeper into the changes and improvements we’ve made toward our goal of an increasingly mobile ITSM solution.


HP Service Manager mobile applications are web applications that run in the browser of an iPhone, Android or Blackberry device. There are three processes supported in the mobile applications: change, incident and service desk. These processes allow IT operators to approve changes, resolve incidents and open interactions--all from the browser of their smartphone.


With the release of HP Service Manager 9.32 we concentrated on two main areas of improvement: customization and enterprise readiness.




Service Manager mobile applications  allow users to customize views, forms and action bar options,even at the record level. This is all possible using traditional Service Manager tools such as View Administration and Forms Designer.



  • Customize Views: System administrators can create custom views for one or more users. The new view will be available in the mobile applications client  under the “Mobile User” option for that view.
  • Customize Forms: Administrators can now customize the forms used in HP Service Manager mobile applications. Users can either use the original form or a mobile-customized form.  The Forms Designer behaves exactly as it does for the HP Service Manager web client. With  Forms Designer, administrators can decide which fields should be displayed and which widget should be used.
  • Customize Options: Administrators can customize the action bar options in HP Service Manager mobile applications. For each page in mobile applications, there is an action bar at the bottom of the page with a set of actions the user can apply to the displayed record(s). The administrator can add or remove an action by modifying the available display option IDs in Service Manager.


Enterprise Readiness


Enterprise readiness is another essential aspect of our new release.  A key area of improvement regarding enterprise readiness has been addressed by Hardware Load Balancer. Hardware Load Balancer increases the capacity of the system, improves user performance (normally related to increasing concurrency) and provides resilience for mobile applications. Now, when using a hardware load balancer, HP Service Manager 9.32 mobile applications can handle 1000 concurrent users.



We didn’t stop there with the release of HP Service Manager 9.32.  Mobile applications now support 14 languages.





HP Service Manager mobile applications also now supports SSL (Secure Socket Layer) to secure HTTP communications. 

With BYOD becoming more commonplace, users require data security and privacy.  SSL increases security coverage in next-generation data centers and helps prevent encrypted attacks from compromising web servers and web applications. It helps prevent attacks while addressing compliance requirements, all without impacting the performance or availability of the network.  In addition, HP Service Manager 9.32 Mobile Applications also supports Trusted Sign-On and provide Light Weight Single Sign-On to bypass the login prompt.


Want to see all the great new HP Service Manager 9.32 mobility features in action? Check out the demo below.



Given these new mobility features, do you expect to access your HP Service Manager system more often from your mobile phone in the future? Is there something you’d like to see offered via our mobile applications in a future release? Please let us know what you think of Service Manager 9.32 moblie applications in the comments below.


For more information on this and all things HP Service Manager please visit

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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.

on ‎09-10-2013 09:17 PM

Thanks for sharing.

on ‎02-06-2014 01:57 PM

Please provide compatibility with Windows 8 and Windows Phone 8. Mobile solutions don't seem to work on these platforms!?!

John Stagaman
on ‎04-02-2014 03:43 PM

This is the exact functionality a customer asked about the other day. Yay!

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