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What’s New in HP Service Manager (SM) 9.32: Process Designer Help Desk and Codeless Configuration

Yvonne_Bentley ‎09-06-2013 08:55 AM - edited ‎10-04-2015 09:08 PM

IT departments, in order to successfully manage services for ever more tech-savvy and demanding end-users, depend increasingly on automation and agility, with less manual intervention.  Recently, one of the most important evolutions in HP Service Manager (since 9.30) has been our steady progress towards a codeless system.  Codeless configuration removes the need to access specialized development resources every time a process is fine-tuned.  This elimination of any associated code requirement empowers process owners to configure workflows using only graphical and metadata-driven tools.  Needless to say, codeless configuration has improved the value of Service Management by avoiding tedious development work and saving significant time and money.


Continuing along the path we began with HP Service Manager 9.30 and the foundation of codeless configuration, came the HP Process Designer for Knowledge Management, then the HP Process Designer for Change Management, and now the HP Process Designer for Help Desk (in HP Process Designer content pack 9.30.3). With HP Process Designer Help Desk, codeless configuration is now available for the three Help Desk processes in HP Service Manager 9.32:  Service Desk, Incident Management and Problem Management.  Process Designer Help Desk has newly implemented workflows, aligned with the HP Service Management Reference Model.  Additionally, it maximizes interaction with other modules, such as Process Designer Knowledge Management and Process Designer Change Management.


Incident Management

Process Designer Help Desk provides the ability to administer incident tasks, through the simple drag and drop of codeless configuration, as part of the Incident Management process. Incident tasks provide process owners with more control and flexibility in planning diagnosis and resolution activities amongst multiple external and internal service providers.  For example, hardware, software and network support teams can all have individual tasks with pre-set dependencies, sequenced relationally to each other.  

HP Process Designer Help Desk offers new workflows, security mechanisms and usability improvements for multiple service providers’ activities. 


Check out this demo video to see Process Designer for Help Desk in action for Service Desk and Incident Management.



The Re-designed Process Designer Framework

  • A re-designed Process Designer framework was implemented.   This allows for the Process Designer security mechanism to be applied to all three Help Desk processes, and for the legacy display options to be replaced with Process Designer actions.
  • The Process Designer Help Desk module is integrated with the standard Service Manager Service Level Management and Request Management modules, in addition to the Process Designer Change and Knowledge Management modules. 

Global Process Designer Enhancements

  • Process owners can now save all customers tailoring selections which will then be automatically applied to upgraded Process Designer modules.
  • Besides the Process Designer framework enhancements, we have also added an important tool that migrates your existing data from the legacy Help Desk module into the Process Designer framework.

Without Process Designer Help Desk, the set-up and administration of a workflow can require a highly skilled resource spending a significant amount of time.  Our codeless configuration system for help desk processes improves time to value, reduces complexity and eases future upgrades.  


For more information on HP Service Manager 9.32 and other overviews of our new features and enhancements, visit  To download Process Designer for Help Desk in Content Pack 9.30.3 please visit HP Live Network.

Let me know if Process Designer Help Desk and the introduction of Incident Tasks are high priorities for you. 


When will you be implementing Process Designer Help Desk? 

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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 ‎09-12-2013 10:24 AM

So, what is the process for someone to move from HP SM 7.11 to HP SM 9.32 ? Does one have to go first to 9.0 and then apply all patches since that time? Is there a way to go directly from HP SM 7.11 to 9.32?


Thank you for the videos and blog postings

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