Announcing Service Management Automation 2018.02 Release

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The Micro Focus Service Management Automation team is happy to announce the general availability of Service Management Automation (SMA) 2018.02 release. This release includes key capabilities for customers & service providers managing the suite with introduction of several new capabilities including a multi-tenant console for SMA-X, as well as the introduction of a new iOS native mobile app for SMA-X and SMA-SM. 

This release also combines the capabilities of point product release of SM 9.60 and CMS 11 into the SMA suite, provides our customers with numerous SMA-X product enhancements and, in addition, improves enterprise readiness for our suite.

For more information:

 

Overall release highlights include the following:

Multi-tenant console for SMA- X               

  • One user interface for shared services and managed service providers to manage their business units’ and clients’ request and incident records
  • Each business unit and client can be independently managed in its own SMA-X tenant
  • The Multi-tenant Console displays Incident and Request data together in one consolidated view, for agent efficiency
  • The data provided empowers agents to prioritize their work and be more efficient

Native mobile app and Self-service Portal

  • iOS mobile app for end users to browse the catalog, search for offerings, and open a new smart ticket.
  • SRC parity features:
  •      Modify and resubmit existing requests by end users
  •      End users can view approval history and future approvals details for interaction and change approvals which includes individual and group approvals
  •      End users can see the SM table values in the Portal drop down menus when the table has multi-column information

Enterprise readiness

  • Re-branding of suite UI to Micro Focus look and feel
  • Suite update capabilities from 2017.11 to 2018.02
  • Support for multiple LDAP servers through use of LDAP proxy
  • Disaster Recovery support through backup/restore capabilities
  • Enhanced HA by providing fail-over for suite common services
  • Support for external load balancer & FQDN replacement of the master node

 Public cloud support

  • AWS deployment for both SMA-SM and SMA-X through the use of Cloud Formation templates
  • Availability of SMA-X on AWS marketplace (will be updated with new release shortly)

Smart Analytics

  • Smart analytics tuning admin portal for configuration of Smart Ticketing and Smart Search admin capabilities (SMA-X). Allows for administrators to train the system for Smart Ticketing tasks and helps improves search relevancy for end users

 

 

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