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    drjf4

    I have picked up a copy of the new book. (Also own a copy of the 6.2 version.) I have started... Go to last post

    New book by Mike Sanders: Service Manager 9 Tailoring Techniques

    drjf4 on 2012-02-03

  • SERVICE MANAGER 9.20 - WELL DONE HP

    by
    tommy
    Published on 2010-06-16 18:42  Number of Views: 6366  
    39 Comments Comments
    Well done HP.

    In your effort to improve the webclient look and feel you managed to SCREW UP the standard client OOB forms to a point where they are useless. No customer that create more than a handfull of tickets a day will be happy to use the client because the webclient is still slow so they want to use the windows client.

    But the webclient does look better than the earlier versions.

    But the big problem is that notetabs on the OOB forms are GONE. Instead they are replaced with groups placed one after the other so the form gets really long. Fortunately the developers thought about that and made the groups collapseable.

    But OOOOOPS did they forget something ????? Yep you guessed it. Not only can the groups NOT be collapsed when using the client so the form can get REALLY long because all are expanded. Take a look at the change format. AND add to that in the client the mouse wheel do NOT work properly to scroll the form. It does not work always, it higly depends on where the cursor is.

    Here is a powerpoint document about the new stuff in 9.20.
    Click. 5 mb so please have patience in case many download at the same time.

    HP when I think you cannot surprise any more you actually do. SM 9.20 is absolutely CRAP OOB.

    Webtier
    Attachment 704
    Attachment 705

    Windows client (oh and take a look at the text on some of the groups.....)
    Attachment 702
    Attachment 703
    Comments 39 Comments
    1. Nosnibor35's Avatar
      Oh my god!!!!!
    1. harn145's Avatar
      The intent is to get rid of the windows client, so I can see why no real energy has been put into it. Webtier performance is (still) an issue, I agree. The page reloads do not seem managed.

      But, I do like the new presentation layer. And initial customer reponse has been good. Perfection can not be determined objectively.
    1. tobyone's Avatar
      i never really liked all the tabs in sm7 so this grouping might even be better, as long we are sure to hide anything we don't need so as not to make the form/page so long no-one will ever see the bottom of it. i do think the new webtier looks better than previously but is it at the cost of performance - i doubt it base don my experiences but only time and many hours of work will tell for sure

      so what about functionality, are there new features and new tools that can make the experience better and more productive for end users? yes i will read the release notes but lets have an objective discussion ...
    1. Lukus's Avatar
      the layouts of the screens above to concern me a bit.
      the fact that the borders run over each other on the Related Records onto Attachments.
      And then the fact that the border labels are not displayed correctly on Service Level Objectives (in the last screen above) and the Interaction Details label is just poor.

      let me guess....... the form designer is still rubbish?

      i like the ideas they have here, i like the new layout for the web client, but it really needs fixing up, the ideas have not really been executed very well by the looks.
      disappointing.
    1. leonv's Avatar
      Quote Originally Posted by Lukus View Post
      the layouts of the screens above to concern me a bit.
      the fact that the borders run over each other on the Related Records onto Attachments.
      And then the fact that the border labels are not displayed correctly on Service Level Objectives (in the last screen above) and the Interaction Details label is just poor.

      let me guess....... the form designer is still rubbish?

      i like the ideas they have here, i like the new layout for the web client, but it really needs fixing up, the ideas have not really been executed very well by the looks.
      disappointing.
      They're going to NEED to give us an option to use TABS or these stupid collapsible sections. It's just not as efficient having to scroll down for the information. I do know if you point the 9.2 web client at 7.11 server, the tabs still exist.
    1. Nika07's Avatar
      Scrolling without mouse could be really annoying.
      Also, what I heard about this release - that they added new functionality to web client, and it is not available in windows client. Is that true?
    1. tommy's Avatar
      Quote Originally Posted by leonv View Post
      They're going to NEED to give us an option to use TABS or these stupid collapsible sections. It's just not as efficient having to scroll down for the information. I do know if you point the 9.2 web client at 7.11 server, the tabs still exist.
      You can still use tabs you just have to redesign all the oob formats to do so.

      And in my opinion it is a big mistake to kill of the windows client and I hope HP realises that and drop that stupid idea. There are still huge customers that will refuse to use the webclient in their helpdesks.
    1. tommy's Avatar
      Scrolling without mouse could be really annoying.
      Could be ? Thats an understatement. We have customers that consider forced use of mouse a showstopper for upgrading.


      Also, what I heard about this release - that they added new functionality to web client, and it is not available in windows client. Is that true?
      Well the collapseable group feature is definately one. I have not tested further yet.
    1. oldnick75's Avatar
      Hi all,
      I don't undestand SM7.20 or SM9.2 ...It jumps 2 versions???
      It's only for web tier?? Or Java client too?

      When will It be go out??
    1. tommy's Avatar
      Quote Originally Posted by oldnick75 View Post
      Hi all,
      I don't undestand SM7.20 or SM9.2 ...It jumps 2 versions???
      It's only for web tier?? Or Java client too?

      When will It be go out??
      HP marketing decided they wanted to align the versioning with some of their other products. Thats the reoson for the jump to 9.20. It is the complete package that is v 9.20

      And it is out now.
    1. Nika07's Avatar
      Attachment 706
      Quote Originally Posted by tommy View Post
      HP marketing decided they wanted to align the versioning with some of their other products. Thats the reoson for the jump to 9.20. It is the complete package that is v 9.20

      And it is out now.
      Yes, Release notes say - see attached -
      Why version number 9.20? Service Manager is an integrated part of the HP BTO Operations version 9
      portfolio. Using this version number aligns Service Manager with other products releasing in the same time
      frame.
      Service Manager 9.20 was originally specified as a minor release building on Service Manager 7.1x and is an
      extension of that product version family.
      There are no underlying architectural changes since Service Manager version 7.11.
    1. tommy's Avatar
      As for release time I was a bit quick. Currently is just available to partners. It will be availble to customers end of june according to HP.

      It will be released on Software Universe 2010 in Washington DC
    1. tommy's Avatar
      Quote Originally Posted by harn145 View Post
      And initial customer reponse has been good. Perfection can not be determined objectively.
      Interesting. I assumes this is customers that want to use the webclient rather than the windows client.

      I agree there are huge advantages in using a client that do not need to be distributed to all pc's but HP still has a long way until they are getting our big customers to let go of the windows client.
    1. harn145's Avatar
      Quote Originally Posted by tommy View Post
      Interesting. I assumes this is customers that want to use the webclient rather than the windows client.

      I agree there are huge advantages in using a client that do not need to be distributed to all pc's but HP still has a long way until they are getting our big customers to let go of the windows client.
      So far, the larger customers with multiple sites (and using general technology, i.e. regular internet or semi-public WANs) seem to gravitate more towards the web client. In all honesty, I've not seen a implementation with the windows client as its primary client on 7.x (yet).
    1. tommy's Avatar
      We have several customers including large that are sticking with the windows client on SM 7.x.
    1. drjf4's Avatar
      Well isn't that special!!

      HP should never have bought a product that was so far over their head to manage if they couldn't leave it alone and just screw it up (worse). Keeps a lot of people employed, though.
    1. dajfiel's Avatar
      ServiceCenter 6.2 had the Windows client preference of 'Use Classic Menus' to allow a user to have a tabbed menu screen instead of the collapsible groups, we need something similar (I haven't had a chance to check yet....)

      and WELL DONE HP for taking the backward step of removing the EBP Process flows from the Help server and placing them in a downloadable PDF....

      what a bunch of clowns!
    1. palmer00's Avatar
      When our organization migrated to SM7 we strictly distributed only the web client and it has worked out well for us. However, from the initial glimpse on SM9 we will probably have to redesign the forms to accomodate the collapsable forms. Collapsable forms has becoming widely popular in recent period, along with Web 2.0 with the ServiceNow gaining more popularity and visibility in the market. This is probably HP's first step to have their user community transition into a this framework and move away from the window client altogether. It would be interesting to see what V10 will look like.
    1. dajfiel's Avatar
      What did your organisation migrate to SM7 from?

      Of course there will only be an SM10 if HP manage to sell enough SM9.2........
    1. glg's Avatar
      Quote Originally Posted by tommy View Post
      As for release time I was a bit quick. Currently is just available to partners. It will be availble to customers end of june according to HP.

      It will be released on Software Universe 2010 in Washington DC
      HPSU is right now (ends tomorrow), so you're not off.
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