HP Service Manager 9.3 Incident Management Integration 2.4.1

The information in this article is the intellectual property of xMatters and is intended only for use with xMatters products by xMatters customers and their employees. Further, this intellectual property is proprietary and must not be reused or resold.

Description

With the xMatters integration, the appropriate technician can be notified directly via voice, email, pager, BlackBerry, or other device. Information about the failure will be presented to the event resolver and decisions can be made in real-time. 

 

 

Once a response is selected on the recipient’s remote device, xMatters will update the HP Service Manager incident in real-time. The benefit is that this process is immediate – significantly faster than the time required for staff to notice the failures or malfunctions, determine who is on call, and manually notify the right person.

 

In addition, the ability to take simple actions on the event from any device gives the event resolver a quick way to deal with many issues and communicate to other team members the current state of the event.

 

During the process, every notification, response, and action is logged in xMatters. In addition, xMatters automatically annotates the original incident with status information.

 

The xMatters product features a self-service web user interface to allow accurate assignment of responsible personnel for each job. xMatters also includes an optional enhanced Subscription panel that allows both managed and selfsubscription to HP Service Manager events. This Subscription panel queries the HP Service Manager server directly in real time to retrieve lists of important settings and criteria, removing the need to create and maintain these lists.

 

This version of xMatters also includes the xMatters mobile access application. With the mobile access component, the appropriate technician can create, view, and update HP Service Manager messages directly via a mobile device’s web browser. Information about HP Service Manager events can be displayed on the mobile device and updated in real-time.

 

The benefit is that this process is immediate and may be done remotely – providing users with an efficient method of handling HP Service Manager events from any mobile device. In addition, the integration can be updated to notify xMatters Users on their mobile devices with a link to the mobile view of the event, allowing the user to update the event remotely.

 

Prerequisites

 

The following components must be installed prior to installing the integration:

  • xMatters communication plan 4.1 (patch 003 or later) with a valid xMatters mobile access license
  • xMatters integration agent 4.1 (patch 004 or later)
  • xMatters Developer IDE
  • HP Service Manager Incident Management 9.3

 

Downloads

 

HP Service Manager Integration Package (Includes Documentation Manual) - Windows Download (3.8 MB)

HP Service Manager Integration Package (Includes Documentation Manual) - Unix

Download (3.7 MB)

 

Release History

 

Product Product Version

Product

OS

Integration

Version

Date

xMatters

Version

Support
Service Manager Incident Mgmt (includes Mobile Access) 9.3 Windows 2.4.1 2013-02-08 4.1 xMatters
Service Manager Incident Mgmt (includes Mobile Access) 9.2 Windows 2.3.3 2012-02-16 4.1 xMatters
Service Manager Incident Mgmt (includes Mobile Access) 7.0, 7.11 Windows 2.2.1 2010-12-16 4.0 Community

 

Download HP Service Manager Incident Management Integration 2.4.1 Documentation Manual below.

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