The HP Process Designer graphical tool simplifies the configuration and tailoring of HP Service Manager (and Service Anywhere) processes. For HP Service Manager, Process Designer has been available for change and knowledge management. This new content pack extends Process Designer coverage to the Service Manager Help Desk processes covering service desk interactions, incident management, and problem management.

More information including on the ITIL aligned workflows can be found in a recent HP blog, HP Service Manager (SM) Process Designer for Help Desk: Codeless Configuration is here! The content pack works with Service Manager 9.31 and our next, pending release. The content pack is available on HP Live Network (passport credentials are required and a support id required to download).

Codeless configuration of processes and tasks not only significantly simplifies initial implementation of service manager and the on-going process administration; it also greatly reduces future upgrade efforts by separating user edits from the HP provided code.

Other process and usability improvements are discussed in the blog post mentioned above. One more related reference source is a recent blog post on Process Designer for Change task enhancements that includes a short overview video.