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Introducing HPE Service Manager 9.20

Yvonne_Bentley on ‎06-04-2010 10:40 AM ‎09-27-2016 01:22 PM Julia_Dickinson

HPE has put a fresh face on its enterprise strength HPE Service Manager (SM) software application, and initial customer feedback has been overwhelmingly positive.  Customers are excited about this new version of HP SM because it helps IT be more efficient than ever before. Specifically, its end-to-end solution automation increases service performance and agility and the product now offers an improved user interface which greatly enhances service desk agent productivity and control.

Here are some of the highlights you get with SM 9.20:

1.  Web 2.0 user interface, with a significant web client performance increase, for superior operator efficiency.  It is more intuitive and has a cleaner look and feel, requires fewer clicks to navigate and accomplish tasks, utilizes screen space more efficiently with features such as collapsible sections and hover-over fields, and provides more control over record list views.  A customizable ‘MySM’ dashboard provides role-based, “business at a glance” graphically-driven operational summary data so service desk agents can stay on top of things.  A new ‘Restart’ command enables control over SM processes individually, promoting higher SM system availability.

2.  Enhanced end-to-end solution automation for Change, Configuration, and Release Management (CCRM) and Closed Loop Incident Process management (CLIP) drives higher service agility.  New integrations between HP SM and HP Operations Orchestration speed service delivery by automating change execution and incident triage and remediation.  HP Release Control Analysis calendar and assessment capabilities are now embedded into HP SM to streamline collaborative planning and decision-making for changes.

HPE SM 9.20 is actually an extension of the SM 7.x family (and thus a simple upgrade).  It was re-numbered from 7.20 to 9.20 to reflect how tightly it integrates with the new releases of HP Universal CMDB 9.0, Release Control Analysis 9.0, and other products in the HP BTO portfolio.  HP SM 9.20 is available for purchase now and shipments will begin by mid-June 2010.  For more information, go to the HPE Service Manager web page.

Learn more about HPE Service Manager 9.20 by attending the following events:

See HPE's enterprise strength service desk solution in action        

Live Web Event:  Wednesday, July 21, 2010 at 10:00am PT / 1:00pm ET

See how the latest release of HPE Service Manager gives you an enterprise strength service desk proven to handle the volume, scale, performance, and globalization requirements of your business through an ITILv3 service-oriented solution.  In this webinar you'll get a pragmatic approach including how you can see results faster, automate change management, integrate your service catalog and leverage the power of automated discovery and service dependency mapping with HPE Service Manager.            

Take a tour of HPE Service Manager  On-demand        

Watch this 25 minute demo to see unique features that allow you to manage all facets of your ITSM environment with emphasis on ITIL v3 service oriented approach.  The latest release of HPE Service Manager automates and integrates key IT processes such as incident, problem, change and release management.  See how you can give users the convenience of self-service, catch unplanned changes, analyze risk and gain ultimate order, efficiency and control.


Interested in more information about Service Manager and the ITSM suite? Visit the Service Desk and ITSM pages for the latest videos, events, and and more!


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 ‎09-21-2010 08:14 PM

Hi Rune (Joshua),


I provided your most recent feedback to our SM/UCMDB integrations product manager and he is taking note of every enhancement you have suggested. 


He responded that "We recognize the inputs that you provided for improving the SM/UCMDB integration are quite valid, and they are already logged into our enhancement request system. Our objective is to continue to make enhancements to this strategic integration with every release of SM, and to eliminate the need for replication over time. In the short term, we still need to continue to meet the requirements for both types of customers: those who choose to run SM tightly integrated with UCDMB and other BTO applications, as well as those who choose to run SM as a standalone product without UCMDB.  These enhancements will be evaluated and prioritized against others for upcoming releases.  Thanks for the feedback."




on ‎09-30-2010 01:52 AM

Hi Yvonne,


Is there any list with the latest version bugs listed?

And how to register bugs if we find them?


Thank you!

on ‎10-06-2010 10:41 AM

Hi Nika,  


Defects are published on the SSO portal (  It doesn't matter if it is a customer or partner that finds the defect, the defect will be published on SSO and will appear in the search results. (Exception is security related defects which are not published.) 


You can use the search tools to find relevant defects, however the portal has some limitations, so you cannot find everything by just searching for "9.20".   For example, if a defect is found in 7.11 and 9.20, the portal will just show it for "7.11". (Search for "Known Problem").  


Once you have found a defect, you can click the link to subscribe to updates.  The original submitter will be automatically subscribed to get updates. 


To open a defect, just open a support case as normal. Support and R&D will create the defect if needed.








on ‎10-19-2010 02:55 AM

Hi Yvonne!

Thank you for your response - I appreciate that!


Is HP working on improvement of the documentation of HP Service Manager?

Currently it is quite poor - both documentation and the help as well.


That is why sometimes we have to refer to Service Center Documentation if it is available - and you understand that it is outdated.

on ‎10-25-2010 06:34 PM

Hi Nika,


HP Service Manager 9.20 has added many documentation enhancements such as a Getting Started help page, new interactive entity relationship diagrams, new tailoring guides, a new ITIL process best practices guide, and the ability to easily print collections of help topics directly from the online help. Service Manager 9.20 documentation enhancements include:

* Getting Started help portal page (New!)

* HP Service Manager Entity Relationship Diagrams (Interactive!)

* HP Service Manager Processes and Best Practices Guide (New!)

* HP Service Manager Wizards Guide (New!)

* HP Service Manager Document Engine Guide (New!)

* Searchable and Printable PDFs of HP Service Manager online help (New!)



on ‎11-22-2010 11:08 AM

Hi Yvonne,


I was just wondering if there is any additional information about the questions I raised earlier in the thread. I understand that they were looking into them, but just wondered if any decisions have been made.



Vadim Gorda
on ‎11-22-2010 10:23 PM

Hello Yvonne,

can you post the link where that documents can be found?

on ‎11-22-2010 11:05 PM



All the documents Yvonne listed are directly linked from the Help Server start page. They should be embedded with the Help Server content.

on ‎11-30-2010 11:14 PM

Hi John,


You're right, it's time for an update.  I'm on it.  Back to you shortly.



on ‎12-15-2010 02:43 AM

Does someone know if the 9.20 upgrade tool has been fixed? I heard form colleagues and read in other forums that it's bug-riddled and upgrades from 7.xx are failing left and right. Thanks!

on ‎12-21-2010 06:38 PM

Hi John,


I waited a bit because R&D was developing a hotfix and it is now ready!  I emailed you specifically to close the loop but I want to also provide information here for others who are interested and are following this issue.


We have attached the unload to the logged defect and Support/CPE will distribute it to customers who request it:


Change Request ID:  59906  Escalation to Change fails with non-OOB Assignment Group name.


SYMPTOM DESCRIPTION in customer terms:

When escalating an incident in the ‘request for change’ category a validation error will occur if the Assignment Group chosen does not also exist in the cm3groups table.



The Change Management module has been updated to have the Assignment Group field (assign.dept) consistently link to the assignment table instead of sometimes linking to cm3groups.  The fix involves changes to frequently tailored records (ChM link records, etc) and caution should be used when loading the unload into the tailored system.




on ‎12-21-2010 07:46 PM

Hi Pero,


Top of head I can testify that there have been recent migration tool improvements and plans for continuing improvements due to a sharper focus on supporting HP Service Desk and HP ServiceCenter to HP Service Manager migrations.


1.  The tools now enable customers to upgrade from Service Desk and ServiceCenter directly to SM 9.20


2.  SD2SM has enhanced features supporting attachments migration 

–Allow for incremental attachment migration – Previous to this enhancement, if the upgrade failed mid-way through the process, manual removal or insertion of attachments was necessary, because you could not automatically roll back and re-run.  If you re-ran the utility, you’d end up with duplicate attachments.

–Attachment migration script to keep updated on successful migration – so the migration team is more informed on the status of the migration process and is proactively notified when the migration process completes successfully

 –Attachment script should not hang due to ftp issues – more robust and so it doesn’t fail as often, since the failures introduce a lot of work to clean up and redo

 –Attachment migration tool will produce valid error messages – better for troubleshooting problems with the migration process.


3. SD2SM has a roadmap that will continue to be enhanced and fulfilled.

-   Reporting,  FTP hang fix (pending release for FY11 H1)

-   Dynamic Mapping and features it will enable (considering for 2011)

-   Support for new releases as they come out


4. SC2SM roadmap is coming soon.  A new SC2SM assessment tool is being built in FY11.


If you have specific questions, I can pass them by Product Management to address.




Ramirez Franco
on ‎04-05-2011 11:28 AM

Hi Yvonne,


This new SC2SM assessment tool is ready?

If it's you have the link?


Thank you very much.



on ‎04-05-2011 06:51 PM

Hi Ramirez,


The SC2SM assessment tool is out later this year and then available only to partners and our sales force. Not directly to customers.  I will make sure to announce here on this blog when it is available.


on ‎01-20-2012 10:08 AM

Hi Yvonne,  Can you provide an update on the web client performance, adoption of the web client vs the windows client among your customer base, and web client vs windows client performance globally for 9.20 or 9.30 customers?  SInce 1 1/2 years have past since it's release, how does this compare to the 8-18-2010 post:

Yvonne_Bentley | 08-18-2010 01:18 AM


I consulted Product Management on your question on the web client.  Based on significant customer feedback, we have determined that the web client is preferred by a high margin.  This is the trend we see in the marketplace for enterprise software as well.  In response to this customer demand, we are placing our development focus on the Web client.  Therefore, there will be a growing gap in functionality in the Web client versus the Windows client over subsequent releases

on ‎09-27-2013 11:50 AM

Can someone please provide a HP Service Manager Entity Relationship Diagram.

I'm primarily interested in the ITSM section for Inc Mgmt, Chg Mgmt, Config Mgmt.

on ‎07-12-2016 04:46 PM

This amazing blog, written by the amazing Yvonne Bentley, is still commonly read by people still searching on Service Manager 9.20.

Not sure if anyone would ever get to the bottom of the comment string, but if you did and had any question of where to go for more information, I would start with I suspect that most people reading the HPE ITSM blog would also know about our other forums. If you have questions, pose them here, send me a direct message, or you can always ask your favorite presales person, solution architect, partner or whomever.


You can also find me on LinkedIn and at

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