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- Programming Guide
- Document Engine Guide
- Web Services Guide
- SMIS Developer Guide
- Tailoring Best Practice Guide
- Process Designer Tailoring Best Practice Guide
- Wizards Guide
- Processes and Best Practices Guide
- Service Desk Overview
- Service Desk Workflows
- Service Desk Details
- Incident Management Overview
- Incident Management Workflows
- Incident Management Details
- Problem Management Overview
- Problem Management Workflows
- Problem Management Details
- Change Management Overview
- Change Management Workflows
- Change Management Details
- Knowledge Management Overview
- Knowledge Management Workflows
- Knowledge Management Details
- Configuration Management Overview
- Configuration Management Workflows
- Configuration Management Details
- Request Fulfillment Overview
- Request Fulfillment Workflows
- Request Fulfillment Details
- Service Level Management Overview
- Service Level Management Workflows
- Service Level Management Details
- Release and Deployment Management
- Service Desk (Streamlined Interaction)
- Operational Reports Guide
- Service Manager Open Source and Third-Party Software License Agreements
- Service Portal Open Source and Third Party Software License Agreements
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 9.52 Codeless. For customers on HPE Service Manager 9.52 Hybrid, we recommend that you also implement the Codeless workflows described in this document by using the Process Designer technology.
We welcome your comments!
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