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| HP Service Manager | |
|---|---|
| Name | HP Service Manager |
| Developer | Hewlett-Packard / Micro Focus |
| Released | 2000s |
| Latest release version | (varies) |
| Programming language | Java, JavaScript |
| Operating system | Microsoft Windows, Linux, UNIX |
| Genre | IT service management |
| License | Commercial proprietary |
HP Service Manager
HP Service Manager is an enterprise IT service management (ITSM) platform used for incident management, problem management, change management, configuration management, service catalog, and service desk operations. It is designed to support ITIL-aligned processes across large organizations and integrates with asset management, event management, and monitoring tools. The product has been deployed in sectors such as telecommunications, finance, healthcare, government agencies, and manufacturing.
HP Service Manager delivers modules for incident tracking, problem resolution, change control, configuration management database (CMDB), service catalog, and self-service portals. Enterprises employ it alongside ITIL-based frameworks and operational models from Information Technology Infrastructure Library implementations, often coordinating with platforms such as ServiceNow, BMC Remedy, Cherwell Software, CA Technologies, Ivanti Service Manager and Atlassian Jira Service Management. Vendors, system integrators, and managed service providers integrate it with monitoring tools like Nagios, Zabbix, SolarWinds, Dynatrace, and New Relic to automate incident generation. Organizations connect it to authentication providers such as Microsoft Active Directory, Okta, Azure AD, and LDAP directories, and to enterprise systems including SAP, Oracle Database, Microsoft SQL Server, and MySQL.
The product lineage traces to enterprise service desk solutions developed in the 1990s and 2000s as ITSM practices matured alongside initiatives such as ITIL v2 and ITIL v3. Hewlett-Packard expanded its software portfolio through acquisitions and internal development, aligning Service Manager with broader suites like HP OpenView, HP Operations Manager, and HP Asset Manager. After corporate restructuring and the sale of HP Software assets, stewardship transitioned to Micro Focus as part of a portfolio consolidation that included offerings from Autonomy, Mercury Interactive, and HPE Software. Throughout its lifecycle the product received updates to support web interfaces, mobile access, RESTful APIs, and integrations consistent with enterprise architectures championed by TOGAF and governance frameworks like COBIT.
Service Manager architecture typically comprises a multi-tier design: database layer, application server layer, web/application client, and integration middleware. The core CMDB component models configuration items (CIs) and relationships, interoperating with discovery tools such as BMC Discovery and Micro Focus Universal CMDB. The application server layer often runs on Java application servers compatible with Apache Tomcat, IBM WebSphere, and Oracle WebLogic. Data persistence uses relational engines like Oracle Database, Microsoft SQL Server, and PostgreSQL depending on deployment. Integration components include web services, SOAP, and REST connectors for third-party systems such as Salesforce, ServiceNow (for co-existence scenarios), and Jenkins for DevOps pipelines. Client interfaces encompass web consoles, browser-based self-service portals, and integrations with collaboration platforms like Microsoft Teams, Slack, and Atlassian Confluence.
Key modules cover incident management, problem management, change management, release management, service catalog, knowledge management, and service level management (SLM). Workflow and process automation are driven by configurable process policies, approvals, and orchestration engines that can interface with orchestration tools such as Ansible, Puppet, Chef, and SaltStack. Reporting and analytics integrate with business intelligence tools including Tableau, Power BI, and MicroStrategy. The knowledge base supports article lifecycle and search integration with indexing engines like Elasticsearch and Apache Solr. Service level agreements (SLAs) and operational level agreements (OLAs) are measured and reported in dashboards, and automation can trigger runbooks in platforms like HP Operations Orchestration and Microsoft System Center.
Deployments vary from on-premises installations to hybrid cloud architectures; organizations also implement managed hosting via service providers and cloud migration strategies leveraging Amazon Web Services, Microsoft Azure, and Google Cloud Platform. Integration patterns include point-to-point adapters, enterprise service bus (ESB) approaches using MuleSoft, IBM Integration Bus, and Tibco, as well as microservices architectures mediated through Kubernetes and Docker containers for ancillary services. Identity and access management integrations use SAML, OAuth 2.0, and OpenID Connect standards with providers such as Okta and Azure AD. IT operations link Service Manager to monitoring and event management from Splunk, Elastic Stack, and IBM Tivoli.
Licensing models for the product historically offered named-user and concurrent-user models, enterprise licenses, and module-based licensing for add-ons like the CMDB, service catalog, and advanced analytics. Large organizations negotiated enterprise agreements with vendors including Hewlett-Packard and later Micro Focus, often bundling maintenance, support, and professional services from systems integrators like Accenture, Capgemini, Deloitte, and Cognizant.
Security features include role-based access control (RBAC), integration with enterprise identity providers such as Microsoft Active Directory and Okta, secure communications via TLS/SSL, and audit logging to satisfy compliance regimes like ISO/IEC 27001, PCI DSS, HIPAA, and SOC 2. Deployments are often subject to corporate governance frameworks including COBIT and NIST guidelines, and security hardening follows recommendations for CIS Controls and vendor-provided security advisories.
Category:IT service management software