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Is this compatible with Collaboration Content for Service Manage

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ikerb
Super Collector

Is this compatible with Collaboration Content for Service Manage

Hi,

What happens with collaboration content? (https://hpln.hpe.com/contentoffering/collaboration-content-service-manager-0)

ChatOps comes to take its place, will they live together? Are there plans to move from one to the other?

Thanks,

3 REPLIES
Henrry_han
Member
Solution

Re: Is this compatible with Collaboration Content for Service Manage

Hi,

Currently they will live together, we may integrate them in the future. See the difference listed below

 

SM ChatOps  vs. SM Collaboration

Definition

ChatOps is a team collaboration tool which is able to set up a collaborative environment seamlessly integrating with a broad range of tools and deliver real-time info to the right person at the right time.

SM Collaboration is a native chat function in Service Manager, including end user chat and IT agent chat.

Persona

ChatOps: In a wider context than ITSM, additional personas include participants from NOC (Network Operation Center), Ops (Operations), SME (Subject Matter Expert) /Admin, etc.

Collaboration: ITSM personas only.

Usage

ChatOps:

•Easily provides a war room triggered by an event like an incident where relevant teams are able to gather, communicate and accelerate investigation and resolution.

•Quickly facilitates a service-oriented room which is a single place to collect and track all relevant IT operation activities including real-time data and historic data against a certain service across different tools.

Collaboration:

Quickly sets up a chat conversation with each other based on a ticket or a query to accelerate case solution.

ikerb
Super Collector

Re: Is this compatible with Collaboration Content for Service Manage

Quick and simple :)

Great response, thank you

LeonardoChen
HPE Blogger

Re: Is this compatible with Collaboration Content for Service Manage

Hi Ikerb,

Thanks for raising your question!

The collaboration content is a legacy content pack for the integration bewteen SM and EC (Enterprise Collaboration, a legacy HP software). EC was end of sale in 2014, but it is still supported until 2017, that's the reason the relevant content pack is still available. In 2015,  we introduced the native SM Collaboration feature as the replacement solution for SM-EC to fulfill the IT collaboration (IT agent to IT agent) user cases, and this year we extended the feature to the end user chat scenaros (end user to IT agent). I hope I provided a clear and full background.

To answer your question whehter SM ChatOps and SM Collaboration will live together,

  • Obviously, we stopped the development for the legacy Enterprise Collaboration as I explained.
  • For the native SM Collaboration, we are consider to link it with SM ChatOps in the near future to fulfill a few special use cases, for example, people using SM Collaboration want to invite people/tools outside SM to join the conversation, so in this case the conversation can be shifted to SM ChatOps and boost team communication.

Let me know if you have additional queries or ideas on the linkage bewteen SM ChatOps and SM Collaboration.

 

Best Regards,

Leo

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