01 - Introduction To SM 9.20

HP Service Manager 9.
x: System Admin
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HP Service Manager 9.x: System Admin

• On the surface, it appears that what you get is a Help Desk / Service Desk software package.
And it’s ITIL compliant! But Service Manager is so much more.

• The modules of Service Manager can stand alone or integrate with one another.

• Service Manager has process flows from Employee Self Service (ESS) to Configuration
Management. A user request could conceivably flow from the ESS to an interaction that is
escalated up to an incident to a problem and then know error to a change request to a request
quote centered around a configuration item.

• The slide shows the relationship of a North American switch to its immediate subordinate Cis. It
also shows the North American web and mail servers as having open incidents against those
CI’s, connoted by the yellow warning sign next to the CI. The Service Desk Agent and Incident
Management Technician can benefit from this information by knowing the current status and
health of the related infrastructure and open appropriate tickets to track and resolve issues related
to the CI.

• You can log into the Employee Self Service web client from anywhere in the world and open,
view, and close service requests, order from the company catalog of goods and services, search
the company knowledgebase, and approve or delegate a service request.

• You can quickly see what work has been assigned to you or your group across multiple Service
Manager modules.

• You can change the work queue to a specific SM module and see records filtered by various
search criteria, called Views. You can create your own personal views to display exactly the
record set you need. You can open a new record or you can drill down into an existing record.

• And you can either close that interaction if you are able to solve the contact’s issue or you can
escalate it to an incident if you need to assign it to a technician. Service Manager has a
knowledge management module to help you solve issues and store the collected wisdom of your
staff.

• Once the incident has been resolved you can promote it to a problem to look for the root cause.

• Or you can relate it to an existing problem if the issue is a recurring one.

• Once the root cause has been determined, and the problem has been promoted to a known error
you can open a change request to implement the permanent fix.

• If part of the change implementation requires the procurement of goods and services, a Request
Management quote can be opened from and related to the change ticket.

• Once the change has been completed, the CI record would then be automatically updated with
the new values.

• All of this is done in Service Manager, and more. You might think this is what you get when you
get Service Manager. However, what you actually get is different. What you get is an
environment that is used as a Service Desk, Incident Management, Problem Management, etc.
system. And it does it well.

• The Service Manager environment consists of base utilities that are the building blocks for System
Administrators and implementers who install and configure Service Manager. Use the Service
Manager utilities to make tailoring changes to support site-specific requirements, including
special field validation, new or modified forms design, expanded or varied workflow, and
automatic notifications.
• Tailoring is any change to standard functionality without changing actual code. For example, you
can:
– Change the look and operation of forms.
– Change default values for objects on forms that Service Manager uses for field validation.
– Create new tables or add fields to existing tables.
– Add user controls at a table (Data Policy), record (Folders), form (Format Control), or field (Data Validation)
level.
– Create macros, scripts, and stored queries.
– Schedule events, alerts, and archives/purges to run at specified times in the background.
– Send internal and external emails, pages, faxes, etc.
• In the Service Manager Help Server, there are embedded PDF documents that can help you
administer and tailor the Service Manager environment to your specific requirements.

Forms Designer (FD)
• A Service Manager utility used to build, modify, copy, and rename forms, and then validate the
forms against associated files. The Service Manager command to open Forms Designer is fd.

Database Dictionary (Dbdict)
• The Service Manager table that describes the fields, keys, and mappings to an external RDBMS.
• The Service Manager utility used to define the pools of a Service Manager file. The Service
Manager command to open the Database Dictionary (Dbdict) utility is dbdict.
Note: To define fields and keys for a file, use the System Definition utility.

• Each form is associated with at most one table, and displays fields from records within that
specific table.
• A form can be created automatically from a table by use of the Form Wizard. This is a one-time
process that creates new forms, but cannot modify existing forms.
• Conversely, a table can be created from a form, by use of the Create File option within Forms
Designer.

Database Manager
• The Service Manager utility for adding, updating, deleting, viewing, printing, and searching for
records. You can search by file or form. The Service Manager command to open Database
Manager is db.

Format Control (FC)
1. Background processing rules that Service Manager applies automatically when opening,
updating, saving or closing a record.
2. A Service Manager utility that enables administrators to build rules to activate behind-the-scenes
processing under controlled conditions. The Service Manager command to open Format Control
is fc.

Format Control Options
• Format Control processes are accessed through the Options menu from within a Format Control record or through
the corresponding buttons at the top of a format control form. The chart above outlines the order-sensitive processes
that are available within Format Control. Within each phase of Format Control execution, these processes are
executed in order from top to bottom (i.e. Calculations following Queries, so the result of a Query could be used in
a Calculation, and so on).
• Format Control has functional processes that define the actions that can to be performed on a record. A separate
form within the Format Control utility represents each of these processes. Not all functions are based on events from
the form. Views, Additional Options, and Privileges are not time-sensitive. These are executed for optional view
formats, additional option selections, and rights and restriction for specific forms.
• Main information — This form is the entry point in Format Control and has several functions.
– Initializes fields or variables that are later used in the Format Control record. Initialization expressions are the first operation
performed for each evaluation of a Format Control record.
– Names special record list and initial query forms to use, sets up default sort sequences, and runs scripts.
– Note: Form and sort sequences may be overridden by other settings, such as Document Engine.
• Forms — This process enables you to display different record list views and details views of Service Manager
forms based on conditions evaluated at run time.
– Views are available, where appropriate, on the display of an individual record or QBE list.
– You cannot use Views when the Record List (split screen) functionality is enabled.
• Queries — This process enables you to extract information from a file other than the primary file in order to
perform calculations and validations and to report on information from more than one file.
• Calculations — This process enables you to perform calculations on currently available fields or variables. The
fields needed for calculations may be variables, fields in the primary file, or fields in any other secondary files that
may have been queried.
• JavaScript — This process enables you to execute JavaScripts from Format Control.
• Validations — This process enables you to set up a logical expression for checking data in fields or variables on
the form. The validation expression you set up must
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successful. If the expression does not evaluate to true, a validation message is issued, and the specified operation
Notifications
• A Service Manager message delivered in an on-screen active note, the form window's status bar,
or the Service Manager mail file.
• A message sent externally, using email, pager, or fax.

• The Presentation layer is built on Java technology. As such, SOAP (Simple Object Access
Protocol) and Web Services handle the communication between the presentation layer and the
application layer.
– SOAP is a lightweight protocol for information exchange in a distributed environment.
• The application tier, comprising of the Service Manager application and SM web tier
applications, uses JavaScript and RAD technology. RAD is an HP proprietary language that
Service Manager uses to run its application.
• The database tier is based on C/C+ technology.

• Service Manager provides a powerful workflow engine and application platform designed to
automate, facilitate and enforce key IT processes. It acts as an orchestrator of IT processes
tracking where calls, requests, incidents, problems, changes, releases, configurations and Service
Level Agreements are in the process.
• This diagram shows the structure of Service Manager. All licensed modules are available to users
on Windows or Web clients, dependent on user permissions.
– The Foundation (grey background) modules (green) represent the base system.
– The Help Desk modules (green) are licensed as a package (royal blue), providing the core of Service
Management.
– The Knowledge Management, Change Management, Request Management, Service Level Management, and
Service Catalog modules are licensed independently (royal blue).
– The Integration layer that includes SCAuto SDK, Connect-It, and Web Services (dark blue) is external to the
application.
Administrative users with access to the server’s operating system, such as command prompt access
on a Windows server or shell access on a Unix server, may generate a report of how many
licenses are available and how many are currently used for each module.
To do so, change directories to the RUN folder of the Service Manager installation. For example,
from the Windows command prompt type: cd C:\Program Files\HP\Service Manager
9.20\Server. Then enter the following command: sm -reportlic


• The operator table is where SM security begins.

• Module abilities are defined in their respective profiles. Then the profile is assigned to each user
via his operator record.
• If you want a user to go someplace other than the typical queues, you define it in the Startup tab.
• If you want a user to have abilities that most or all the other users don’t have you can give the
user special capability words in the capability array.

• The contacts table lists all your firms employees, contractors, etc. You track their department,
location, manager, etc. here.

• Many firms have some sort of Active Directory implementation. You can integrate Service
Manager (SM) with Active Directory (AD) so that users are logged in without having to enter
their Service Manager password once they are on the network.
– This allows for easy connections as well as easy lockouts. If a person’s AD account is turned off, he can not get
into SM if the two are integrated.

• So, what do you get when you get SM? Here’s a list of some of your presents.
• Note the last two. We have not yet talked about them.
• You can control who sees what data. You may have fields or whole tabs that you want to appear
for a sub-set of your users. This is easy to do.
• You may have new tables you designed to help your implementation. An example is a list of
your domains. Why should you have to maintain that data. Why not give add / update /
delete access to that data to a person who knows it and is responsible to maintain it? This is
easy to do.

01 - Introduction To SM 9.20

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HP Service Manager 9.

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• Or you can relate it to an existing problem if the issue is a recurring one.

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Forms Designer (FD)

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Database Dictionary (Dbdict)

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Format Control (FC)

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Format Control Options

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• The operator table is where SM security begins.

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