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Explore the latest in ITSMA 2017.07: 4 key improvements for your service desk

Explore the latest in ITSMA 2017.07: 4 key improvements for your service desk

Odorizzi

Service Desk.PNG

Another quarter has come and gone, and along with it, a new release from ITSM Automation! Let’s review the new features and functionality from the ITSMA 2017.07 release.  More importantly, I’ll discuss why these updates are of significance to you.

This release’s updates can be categorized into four different areas of improvement: the service portal, a new native mobile application, the ability for the ITSMA solution to run on AWS, and the ability to run in a mixed mode deployment.

Improved service portal

The first big update is the improved service portal.  You may have heard we have a new one; in fact we’ve had several new UI’s over the last two years, as well as a few that are no longer with us.  The importance of this new UI is two-fold: it is a replacement for a previously discontinued interface, and it is based on the new container architecture.  The big goal for the UI of this release was to capture the ease of use and power of a SaaS-based UI, and port it to the new ITSMA release.  Leveraging this new interface, along with the ability to quickly and easily upgrade the system (thanks to containers), provides an overall better experience for the customer.  Within the UI itself, the portal now has an improved search capability, virtual chat agents, as well as the ability to request on behalf of someone, and an easy interface to personalize the portal for individual tastes.

New native mobile application

Continuing this theme of an improved interface, we also announced a new Android app for the system.  This gives users the ability to browse the catalog, make/view/track requests, and search/read articles and offerings in a mobile-optimized knowledge article. Now users have the ability to keep working without having to be at a computer. Your phone gives you the power at your fingertips to approve a request, submit an incident or track the status of a request.

 

Deploying ITSMA on AWS

The third new update is the ability to deploy ITSMA (in containers) on AWS.  This is a huge step forward toward the ability to deploy the system in a public cloud.  Users still have the option to deploy on premises, but now have the flexibility to also deploy in the cloud.  This gives the flexibility to meet a user’s needs with the best solution. 

Mixed Mode Deployment

Lastly, we’ve introduced the concept of mixed mode deployment.  This development is really for those folks who’d like to dip their toes into the world of containers, but aren’t sure it’s right for them.  Mixed mode deployment allows users to leverage their existing legacy system and choose different modules to be “containerized”.  This is a great way for a user to try out parts of the new system without having to completely upgrade the entire end-to-end solution. Because of the numerous options on what can be legacy and what can be containerized, it’s important to simply know that the Service Portal, the Service Manager, and UCMDB are all different options for a customer to try new or keep in their legacy state.

Just know that what I have covered today merely scratches the surface for the new features in our latest release, if you’re interested in finding out more, please check out all of our documentation at the IT Service Management Automation product page here.

  • IT service management
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About the Author

Odorizzi

I am the Sr. Technical Marketing Manager for HPE's IT Service Management suite. Follow me on twitter @JasonOdorizzi