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Micro Focus Service Manager is one of the applications acquired by Micro Focus when it purchased part of Hewlett-Packard Enterprise Software (HPES) in 2017. Before 2017, it was owned by HP when it purchased Peregrine Systems in 2005.[1] 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.
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.[2]
After the acquisition, the product has been updated with the following significant changes:
ServiceCenter 3: Client and GUI
ServiceCenter 4: Process Model and Module Alignment
ServiceCenter 5 / 5.1: Client, GUI, introduction of Document Engine
ServiceCenter 6: New Client, New Server-side Application stack (servlets), inclusion of JavaScript, inclusion of SOAP
Service Manager 7 / 7.11: GUI, Web Client, Process Model (IIA)
Service Manager 9.2: GUI, introduction of Process Designer
Service Manager 9.40: Reporting, Smart Analytics.
Service Manager 9.41: Smart Search, autocomplete, undo in ScriptLibrary editor
Service Manager 9.50: New Service Portal, Smart Email, Smart Chat.[3]
Service Manager 9.72: Drop Internet Explorer 11 support, Microsoft Teams integration, ALM Octane integration, and Two-Factor Authentication (2FA) support.[4]
^"HP Buys Peregrine Systems for $425M - socaltech.com". www.socaltech.com. Retrieved 2020-05-07.
^"HP News - HP Completes Acquisition of Peregrine Systems, Boosting HP OpenView Software Portfolio". www8.hp.com. Retrieved 2020-05-07.
^"What's new in Service Manager 9.50?". docs.microfocus.com. Retrieved 2020-05-07.
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