My current client is using HPSM 7.11. The modules that have been implemented so far are: ESS, SD, IM, RM and ChM. The users at the client side access HPSM only through a SSO enabled web client. The only integration we have is with LDAP.
Evern since the release of SM 9.30, the client seems to be a little interested in upgrading the current version to 9.30. But he wants to know first the cost benefits (if there are any) behind this upgrade apart from the other benefits like mobile client etc.
Coming from 7.11, there are many benefits to migrate to 9.30, and from your question (where you mention the mobile client) I believe you already know about them (Process Desgner, Self-Service Portal, ...).
What we have heard from 7.11 customers using teh web client is that the usability was not great, and the SM 9 web UI brings a lot of usability improvements, both in terms of look and feel but also in terms of the number of clicks to perform a single task. Our benchmarks are the following:
- New incident and new interaction: 20% improvement
Our conversion from SM 7.11 to SM 9.30 does not work. Now we have been told this is because our current SM 7.11 system is so far removed from a usual SM 7.11 system, that the conversion process won't work. Our current SM 7.11 system has code and quirks dating back to SC 6.1.1 since we have just done one upgrade after another, causing our current system to be very differnt from an out of the box system. So we have to do a complete rebuild for SM 9.30 (thank the gods!) to get the new functionality of SM 9.30 to work correctly (and fix some issues that have plagued us since SC 6.1.1).