Service Desk Designed for Experience – SMA 2019.02

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Every product or a service that is used or consumed by someone creates a user experience. Someone designed these products, and the design—in the context of user behavior—creates that experience. When we think about everyday products and design, we often think about their aesthetic appeal or functionality. A well-designed product is one that looks good and feels good, or does what it promises to do. In order to produce the positive experience, products and services must be designed in the context of what the user is trying to accomplish. User experience is about how products work on the outside, when a user comes in contact with it.


In technology, we have come a long way in understanding that designing a product is different from designing for user experience (probably until Apple set up a de-facto standard on what that experience should be).
In our daily workplace, we have a few tools in which we are in a double-edged relationship because of the gap between what we expect to experience and what vendors and engineers designed. Probably most so with service desk. Service desk empowers and frustrates its users, can simplify and complicate their lives and can separate or bring a company together.


Service Desk designed for engaging experience
We designed SMAX with the user-experience-first in mind. Since it offers self-service for all enterprise services, it’s intuitive and our users typically do not need a training to learn how to use it. It offers a simple way to find all IT and non-IT offerings, open a support ticket, collaborate with peers, search globally and find answers instantly, chat with IT personnel, read news relevant to a person, always be informed about status of a request and do all that from a mobile device or a desktop.
With the SMA 2019.02 release, we now offer the same SMAX Service Portal to Service Manager customers. When deploying the SMAX service portal to Service Manager, we like to call it “mixed mode,” because the portal is containerized (which you don’t need to notice depending on your consumption mode).
“Mixed mode,” released in SMA 2019.02, is an improved version of mixed mode from last year. We’ve simplified the architecture. There is no more data duplication and data persistence in the portal which helps reduce complexity, improve data consistency and Identity Management / Single-Sign-On between the portal and Service Manager backend. This release provides a single deployment model across SMAX and mixed mode deployment for Service Manager, providing a unified SMA deployment experience for our customers. SMA can be deployed in SMAX mode using SMAX tenants, or SMA-SM mode (mixed mode) using Service Manager tenant.

Some of the capabilities the new mixed mode brings to Service Manager customers include:
• Configurable checkout panel for service requests
• Configurable auto-fill title and description of requests
• Configurable status mapping between Service Manager interaction and request phase on portal UI
• Request on behalf for support offerings
• Configurable request attachment type and size
• Single sign-on
• New “Require Action” tab in Your Requests list
• Knowledge feedback: thumb up/down, and comments
• Numerous new portal configuration options

SMA mixed modeSMA mixed mode

We believe that in the not-so-distant future, great user experience will be worker’s right. Only happy workers create great customer experience and influence a business’ bottom line, and therefore investments in digital technologies must include positive, efficient and engaging user experience. With our most recent 2019.02 release, all workforce can get best service desk user experience, an important spoke on a big EX wheel.

Service Manager 9.62
Besides re-designed mixed mode, we released Service Manager 9.62. Here are some of the release highlights:
Native, built-in, release control functionality is now available to provide extended change management support without the need to integrate with the former product known as Release Control, including the following capabilities:
• Risk analysis
• CI visualization and impact analysis
• Time period management
• Service Manager calendar
• Unplanned change management
You can read more about native release control in a blog here.

The new Information Retrieval (IR) Expert solution is available in this release. The new IR Expert solution leverages the native Full-Text Searching feature in DBMS to enable rapid searching based on preprocessed documents in DBMS. The new solution dramatically enhances search performance and reduces configuration effort by Service Manager administrators. The new IR Expert supports the Microsoft SQL Server, Oracle, and, PostgresSQL databases.

SMAX 2019.02
SMAX 2019.02 has also gotten several enhancements in areas of simplified login for SAML users, support for email address changes of users, DSL function to remove HTML tags to improve integration, and support matrix updates. The HCM integration has been expanded to including external approval of HCM requests using the SMAX change management module. If the HCM request is set to have an external approval policy then a change record is created in SMAX. The request will be pending until the SMAX change is approved or denied. This ensure that the proper change control processes is followed and the audit trial is available in the change module. This new use case complements two existing use cases:
1. HCM offerings available in SMAX self-service, with fulfillment delegation to HCM
2. Managing incidents of HCM deployment in SMAX. In case of failures in HCM deployments, HCM will automatically create an incident in SMAX

Service Management Automation is the first application for IT and Enterprise Service Management and IT Asset Management built on machine learning and analytics, integrated with UCMDB and Discovery. It can be deployed on-premise, in private or public cloud, or moved from one to the other, based on container technology. Its scalable and multi-tenant architecture makes it easy to install, configure, and run. With 2019.02 release, SMA helps organizations bring the interactions workforce has with their IT in line with the experiences provided to their customers.



About the Author
Vesna is the senior product marketing manager at Micro Focus Software. She has been with HPE , now Micro Focus, for 17 years in R&D, product management and product marketing. At Micro Focus she is responsible for go to market and enablement of the Micro Focus ITOM software products.
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