HP has broken out of their mold and has done something extraordinary with the new process designer released with Service Manager 9.3. On the surface it might not seem like such a monumental task but HP's history with ServiceCenter and Service Manager is to release new features that just build on top of the traditional Service Manager controls and legacy code.
The Service Manager 9.3 process designer is different for it is not a wrapper on top of the existing controls and legacy code but rather is a replacement for these traditional tailoring tools. With the process designer you no longer need system administrators to have a deep understanding of RAD expressions nor knowledge around the numerous tailoring options and instead there is now one place to go to configure the workflow for a given module.
HP initially released the process designer with workflow for the knowledge management module and recently released a new content pack for the change management module. The process designer workflow for change greatly simplifies the configuration of the change management module with the use of change models and the ability to configure task sequencing rules and workflow. In addition the change content and preconfigured models now better align to the defined change types outlined within ITIL.
We should expect further releases by HP focused on process designer content and that in short time all modules will be controlled via the process designer. Reliance on traditional tailoring controls such as "formatctrls", "links" and "displayoptions" will quickly fade away. Now is the time to get familiar with the new process designer, for it will become the primary if not sole tailoring tool within Service Manager.
About the author: Jeff Benedict, Practice Manager, Evergreen Systems.
Jeff has over 15 years of experience working in IT and consulting. He is ITIL and Service Manager practitioner certified and has managed and implemented countless ITSM tool implementations. Prior to joining Evergreen Jeff managed a delivery organization for a Managed Service Provider.