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Service Manager 7 stands on 2 fundamental technology underpinnings: our opentechnology foundation and application depth

1) Extensible, open architecture of the solution: our commitment toincorporating industry-standard technology manifests in new capabilities like webservices tier, SOAP, JavaScript, Unicode and Section 508 compliance.

SOA + Web services

JavaScript tailoring

Unicode: Unicode UTF-8: One Service Manager instance for all languages; Allows for a widemixture of languages with one SM7, e.g. English, Spanish, Japanese. This means there’s onlyone ServiceCenter to maintain, one ServiceCenter to upgrade

Section 508 compliance

Value: Technology is agnostic and becoming even more open. Considerable reduction inintegration time and expense.

2) Mature OOB Processes

Service support and delivery

―Embedded‖ ITIL processes

Deep domain expertise throughout applications

Application Depth & breadth

Because SC is such a broad suite of capabilities, it lets ITOs grown and developover time.

Has a good balance between out-of-box workflows + extensible applications, solarge companies can structure their processes in a way that works for them, withouthaving to make code-level changes

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Service Manager 7 brings together functionality from both ServiceCenter andService Desk.

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Service Manager 7 offers multiple clients: Windows, Web, and Employee SelfService.

Throughout the week, I will use both the Windows and Web Clients indemonstrations.

The Windows Client is for Administrators and Power Users (e.g. Users who musthave direct Export to Excel. The web client supports text exports only.)

--Forms Designer can only be accessed using the Windows client.

--It is recommended that database dictionary modifications be performed using theWindows client.

Field Help is accessed using Cntr+H

You can collapse the Navigator by right-clicking it’s title and selecting Fast View.You can also detach it from the main application window so that it appears as aseparate window.

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For technicians and regular access.

Provides functionally equivalent access for most users.

No client footprint. Accessible from any platform supporting a compatible webbrowser.

To toggle the Navigator, use the shortcut Alt+N.

To Display Field Help, select a field, then press F1.

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Enterprise Self Service

Users can:

Search the Knowledgebase

Submit a Request

Order from the Service Catalog

Check the status of existing tickets

In an intuitive, simplified interface.

Accessible from any platform supporting a compatible web browser.

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Attachments are stored within the Service Manager 7 Database.

This is a significant change from how the Service Desk application managedattachments. Service Desk attachments were stored on a separate FTP server.

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This picture shows the structure of Service Manager 7.

All modules are available to the users on Windows or Web clients.

The Foundation (grey background) components (green) represent the basesystem.

The Help Desk module (royal blue) is made of components (green) licensed as apackage, providing the core of Service Management.

Knowledge, Change, Request, Service Level Management, and Service Catalogare licensed as independent modules (royal blue).

The SCAuto SDK (dark blue) is External to the application.

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Original slide included ―Drag & Drop Service Designer‖ in the SM7 section—wenever saw this—is it in the product?

I left it out of the slide.

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OV Operations (Ux/Win)

Select Access

Configuration Mgmt

NNM

Dashboard

Compliance Mgr

Asset Center

Decision Center

Enterprise Discovery

Bus Avail Ctrl

Change Ctrl Mgr

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The original slide had:

―OOTB, Extensible and System Admin Workbench (Best Practice, AlignabilityModel)‖

for SM7. I have no idea what that is, so I updated.

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In this lesson, you will learn how to install Service Manager, about its serversand clients, and Service Manager. You will also learn how to start a newconnection between the server and the client.

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M7 IE

View the SM7.00 Installation Guide for details

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M7 IE

View the SM7.00 Installation Guide for details

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M7 IE

View the SM7.00 Installation Guide for details

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Service Manager navigation system enables you to create a customizedview of Service Manager without additional tailoring. The Windows clientallows you to access the System Navigator tree, use the drag-and-dropfeature to move objects, and create dynamic charts. The Web client has thesame functionality, except for the use of drag-and-drop.

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System Navigator

The System Navigator is a view which allows you to access forms and tableswithin ServiceCenter applications by navigating through a visual hierarchicalstructure that parallels the menu hierarchy. The System Navigator alsoenables you to store shortcuts to forms and charts in Favorites andDashboards.

Favorites and Dashboards

•Favorites are shortcuts to specific forms, pages, documents, or charts.Enabled users can create Favorites by dragging the System Navigator iconfrom the editor toolbar and dropping it into the desired folder withinFavorites and Dashboards.

•ServiceCenter also enables you to build charts dynamically from lists ofrecords. A single chart can be a favorite or you can group charts to create a

dashboard that stores a view of an entire system’s performance data. Anyenabled user can create a chart and store it in either a public or privateFavorites and Dashboards folder.

Tip: The public.favorites capability word gives users the right to createpublic entries in Favorites and Dashboards. Limit the right to add publicfolders to administrator(s), to reduce the query load on the server.

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Windows client preferences are set in a Windows-style preferencepane, which can be opened through the Preferences option on theWindow menu of the client.

Service Manager: General client preferences, such as the path to

images.Appearance: Preferences involving client presentation, such as use ofClassic ServiceCenter menus, or font and font size.

Debug: Options for the Advanced Debugger

Charts: Controls the appearance and behavior of ServiceCentercharts.

Logs: Lists monitored log files, and sets other logging options.

Security: Allows you to set the Certificate Authorities certificates file,and the location of the client keystore file.

Spell Checker: Sets options for the built-in Spell Checker, includingcustom and international dictionaries.

Help: Allows you to choose the help browser used to display help.

Help server: Allows you to define an external help server used by theclient’s help system, rather than using the built-in help contents.

Global web client preferences are set on the application server by theWeb configuration file (sc/WEB-INF/web.xml ). Users can overridesome of these preferences, however, directly from the URL.

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The Options menu is indicated by a downward-pointing triangle in theupper-right corner of the form displaying a single record. Options from thismenu apply only to the currently displayed record.

The List Options menu is accessed by clicking on the downward-pointingtriangle in the upper-right corner of a displayed record list. Options from thismenu apply to all records displayed in the record list.

As seen above, both menus may be available at the same time. With bothmenus, the options available will depend on the form displayed, theapplication being used, and the user profile of the logged-in user.

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HP Service Manager has a flexible Help system that you can customize in severalways. You can:

•Create a complete Help system for your users.

•Edit the existing Service Manager Help HTML files to add, delete, or edit content.

•Remove administration information to filter Help for end users.

•Customize the table of contents files to rearrange information or insert new topics.

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The help system is installed with the Windows client, and resides on theclient machine. You do not need a server connection to read or search thehelp documentation. The help tool can be accessed via the Help menu, byselecting Help Contents. This opens the Help browser in a separatewindow. ServiceCenter help is organized according to Concept, Task, or

Reference information.All technical reference information is contained in the help system – thereare no longer any separate print manuals.

You can browse topics in the Contents frame on the left. Click the chaptername or the plus sign (+) to expand parent topics and view the subordinatetopics. Click a topic name to display the help article in the frame on the right.

Searching for Information

Instead of browsing for information in the Contents frame, you can directlysearch for a specific topic. To search for information, type the search value inthe Search field and click Go. The first time the online documentation is

accessed, it will be indexed, which can take several minutes. The searchscope includes all the topics in the documentation. You can also restrict thesearch scope to specific topics by clicking the Search scope link next to theSearch field.

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• Use the navigation tree in the Contents frame by clicking the plus sign (+)and expanding parent topics.

• Enter a search term in the Search: input to search the help. A weightedlist of results will display. Articles displayed as the result of a search will

have the search term(s) highlighted within the help text.

• Click Show in Table of Contents on the Help toolbar to display thattopic’s position in the navigation tree after finding a topic through Search.

• Click Go Back or Go Forward on the Help toolbar to navigate throughtopics already displayed.

• Use Bookmark Document to bookmark a help topic for future reference.Click the Bookmarks button to display a list of all saved bookmarks.

• Click Print Page to print the current help topic.

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Field Level Help is server-based help that, when invoked, displays adescription and instructions for using the object, if a Help topic exists for thatfield. Field level help is displayed by selecting an input on a form andclicking the Help on Field button from the toolbar (or selecting Help onField from the Help menu, or pressing Ctrl+H). When accessed, the field

level help for an object displays a short description of the object and anybasic instructions for using the object. If more detailed help exists, it can bedisplayed by clicking More…

The Help editor can be used by administrators to create help topics for fieldson forms. To access the Help editor, expand System Definition > Tables inthe System Navigator. Next, double-click on a table. Click on the Fieldsand Keys tab. Select a field, and click Create default help on this field toaccess the Help editor for that field.

To specify help information for a field, type the label and brief identifier for thefield in the Topic and the Brief Description section of the form, respectively.You can also use the Detailed Help section to specify additional informationabout the field. Help information is stored on the server in the help table.

Field level help can also display information on the field name, table name,and form name of a control. From the Preferences under the Windowmenu, on the Appearance preference menu, checking Show context-sensitive help debug information causes this additional information toappear whenever Help on Field is displayed by this client. This can beuseful for administrators and developers.

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