Service Manager 9.50 is now released and this version comes with new responsive customer portal, expanded use of Big Data and numerous other improvements.
In HPE Service Manager 9.50 Propel technology is brought into the customer portal, Service Manager Server Portal, and with an intelligent chat function gives an enhanced user experience. The new Service Portal serves as a home for all retail activities and can be customized both in terms of appearance (branding) and functionality.
The Service portal offers a modern shop with functionality where end users can order, track and manage their orders. The approval process is also simplified with the ability to accept orders directly from the notification mail.
End users can get an overview of their activities in My Workstream. This is a newsfeed where you can see the status of your orders and support requests, and see operational messages from the IT department.
In this version SmartSearch is also available in the end user portal. End users can easily create a new support request, simply by adding a description of the problem or upload a screenshot showing the error message. Smart Analytics then works in the background and analyzes the customer’s description and picture, then categorized and assigned to the right group or person.
Another good news in Service Manager 9.50 is the Chat functionality where end users can start a chat from the Service Portal or ESS. Smart Analytics enables end users to contact virtual agent who answer 24×7, and propose solutions to known problems. The virtual agent will be able to come up with additional suggestions taken from Knowledge Articles, Hot News, Service and Support Items. Often this will solve end user’s problem and provide a better experience of service in addition to the number of inquiries that personnel must deal will lessen.
End users can create live chat with operator as well. Then Chat requests will be placed in a queue, where the operator will be able to see information relating to the end user, as well as description of the problem. In a Live Chat will also bring up solutions.
In Service Manager 9.50 there is also a Smart Email functionality that builds on Big Data technology, both for inbound and outbound email. Incoming mail will generate an automatic interaction in Service Manager, and with idol the request is automatically categorized. For outgoing email, the virtual agent proactively propose solutions by passing on information from Knowledge Articles, Service or Support Items.
The Survey module in Service Manager 9.50 is HTML-based and there is no need for third party tools. You can send individual research directly from a case or configure the application to send out surveys by certain rules. The results of the surveys can be displayed in a visual interface that provides a good overview at all times.
There is also a uCMDB Impact widget integrated that visualizes the effect of implementing a change. This will be a useful aid in decision-making.
For more info about the new Service Manager, we recommend that you take a look at these videos from HPE:
What’s New in HPE Service Manager 9.50?
HPE Service Manager Service Portal
HPE Service Manager End User Chat
HPE Service Manager Smart Email
HPE IT Service Management (ITSM) Automation