HP Service Manager

OpenText Service Manager is one of the applications acquired by OpenText when it purchased Micro Focus in 2023. From 2017 to 2023, Service Manager was owned by Micro Focus, from 2005 to 2017 by HP, and prior to that by its original developer Peregrine Systems. The application was originally known as PNMS (Peregrine Network Management System). After releasing the first version of PNMS, Peregrine Systems eventually added functionality such as Request Management, Call Management, and Change Management and rebranded the application as Peregrine ServiceCenter.

It has had releases since the versions listed in the article, including the current version. In addition to this, Service Manager 9.80 brought over 30 new features and enhancements, such as new enhancements to the Activities feature, integration with Atlassian Jira, and support for new operating systems, databases and identity providers.

Service Manager 9.81, which was released after that, made Jira Data Center integration available, supported the PATCH HTTP method in the REST API framework, and implemented OAuth 2.0 code authentication for several Service Manager components and integrations.

Acquisition

After the acquisition by HP, the application was rebranded as HP Service Manager and was included in the HP OpenView product suite. HP offers the application as a service desk solution that enables IT to work as a single organization, governed by a consistent set of processes to handle service delivery and support quickly and efficiently.

After the acquisition, the product has been updated with the following significant changes:

Versions

Release nameRelease date
Service Manager 7.0September 2007
Service Manager 7.1April 2009
Service Manager 9.2May 2010
Service Manager 9.30June 2011
Service Manager 9.31October 2012
Service Manager 9.32August 2013
Service Manager 9.33January 2014
Service Manager 9.34July 2014
Service Manager 9.40December 2014
Service Manager 9.41September 2015
Service Manager 9.50November 2016
Service Manager 9.51December 2016
Service Manager 9.63July 2019
Service Manager 9.72.P1May 2023

Functionality

Service Manager is an ITSM Tool using the ITIL framework providing a web interface for corporate changes, releases and interactions (request fulfillment) supported by a Service catalog and CMDB. For a summary of the functionality, screenshots, data sheets, white papers and more information refer to the sources listed above.

Propel

Propel was a separate web frontend providing a cut down view of HP Service Manager functions. This front end can be tailored to business requirements for service request, incident and change ticket management. Propel was obsoleted in 2017.

References

  1. ↑ "Release notes - Service Manager 9.80". OpenText. Retrieved 2026-09-29.
  2. ↑ "Release notes - Service Manager 9.81". OpenText. Retrieved 2026-09-29.
  3. ↑ "Release log - Service Manager". OpenText. Retrieved 2026-09-29.
  4. ↑ "HP News - HP Completes Acquisition of Peregrine Systems, Boosting HP OpenView Software Portfolio". www8.hp.com. Retrieved 2020-05-07.
  5. ↑ "What's new in Service Manager 9.50?". docs.microfocus.com. Retrieved 2020-05-07.
  6. ↑ "Release Notes". docs.microfocus.com. Retrieved 2023-03-16.
  7. ↑ "OpenText Product Documentation Portal". docs.microfocus.com. Retrieved 2026-05-16.
  8. ↑ "OpenText Product Documentation Portal". docs.microfocus.com. Retrieved 2026-05-16.
  9. ↑ https://softwaresupport.hpe.com/km/KM02597971[permanent dead link]
  10. ↑ https://softwaresupport.hpe.com/km/KM02688307[permanent dead link]
  11. ↑ "Announcing Service Manager 9.63 Release - SMA-Service Manager Learn - SMA-Service Manager Suite". 20 April 2021.
  12. ↑ "Portal".
  13. ↑ "HPE Propel".