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Welcome to the HPE Service Manager Processes and Best Practices Guide. HPE Service Manager enables organizations to manage their IT infrastructures efficiently and effectively. This guide documents the best practice Process Designer workflows that are standard with out-of-box Service Manager applications. It includes high-level workflow diagrams and step-by-step guidelines for the following Process Designer based modules: Change Management, Service Desk, Incident Management, Problem Management, Request Fulfillment, Knowledge Management, and Service Level Management.

The Service Manager best practice workflows are aligned with the Information Technology Infrastructure Library (ITIL) standard, a widely recognized source of guidelines for Information Technology Service Management (ITSM).

This guide is based on the out-of-box implementation of HPE Service Manager 9.50 Codeless. For customers on HPE Service Manager 9.50 Hybrid, we recommend that you also implement the Codeless workflows described in this document by using the Process Designer technology.