HP Service Manager
| Company type | Software product |
|---|---|
| Industry | Information technology, IT service management |
| Predecessor | HP Service Manager, Peregrine ServiceCenter |
| Founded | 2005 (as Peregrine ServiceCenter under Peregrine Systems) |
| Parent | Micro Focus |
| Website | www |
Micro Focus Service Manager became part of Micro Focus in 2017 following the acquisition of Hewlett-Packard Enterprise Software (HPES). Before this transition, HP had owned the product since acquiring Peregrine Systems in 2005. Initially launched as PNMS (Peregrine Network Management System), the software expanded its capabilities to include Request Management, Call Management, and Change Management, and was later renamed Peregrine ServiceCenter.
Acquisition
Following its purchase by HP, the product was renamed HP Service Manager and incorporated into the HP OpenView portfolio. It functions as a comprehensive service desk platform aimed at streamlining IT operations through standardized processes to enhance service delivery and support efficiency.
Significant enhancements after HP’s acquisition include:
- ServiceCenter 3: Improvements to client interface and GUI
- ServiceCenter 4: Introduction of Process Model and Module Alignment
- ServiceCenter 5/5.1: Updated client, GUI enhancements, launch of Document Engine
- ServiceCenter 6: New client architecture, server-side application stack with servlets, JavaScript, and SOAP capabilities
- Service Manager 7/7.11: Redesigned GUI, Web Client introduction, updated Process Model (IIA)
- Service Manager 9.2: GUI refinements and debut of Process Designer
- Service Manager 9.40: Enhanced Reporting features and Smart Analytics
- Service Manager 9.41: Added Smart Search, autocomplete functionality, and undo feature in ScriptLibrary editor
- Service Manager 9.50: Launch of new Service Portal alongside Smart Email and Smart Chat features
- Service Manager 9.72: Discontinued Internet Explorer 11 support; integrated Microsoft Teams and ALM Octane; implemented Two-Factor Authentication (2FA)
Versions
| Version | Release Date |
|---|---|
| Service Manager 7.0 | September 2007 |
| Service Manager 7.1 | April 2009 |
| Service Manager 9.2 | May 2010 |
| Service Manager 9.30 | June 2011 |
| Service Manager 9.31 | October 2012 |
| Service Manager 9.32 | August 2013 |
| Service Manager 9.33 | January 2014 |
| Service Manager 9.34 | July 2014 |
| Service Manager 9.40 | December 2014 |
| Service Manager 9.41 | September 2015 |
| Service Manager 9.50 | November 2016 |
| Service Manager 9.51 | December 2016 |
| Service Manager 9.63 | July 2019 |
| Service Manager 9.72.P1 | May 2023 |
Functionality
Built upon the ITIL framework, Service Manager is an ITSM solution featuring a web-based interface to oversee enterprise change management, release processes, and request fulfillment activities. It works in conjunction with a Service catalog and CMDB to facilitate service management and asset tracking. Comprehensive details on features can be found in associated data sheets, white papers, and visual documentation.
Propel
Propel offered a simplified web frontend for HP Service Manager that presented a tailored view of core functions such as service requests, incident handling, and change ticketing to align with business requirements. This product was phased out in 2017.