Greetings,

I am pleased to announce that Service Manager 9.72 is now officially available. You can download it from Software Licenses and Downloads (SLD) portal. In this version, you can get but not limited to below functionalities:

Better user experience

Make IT agents and end users more productive

• Integration with Microsoft Teams

Supports of 10 languages for the virtual agent and the capability to set up Microsoft Teams notifications enable efficient communication for supporting users.

• New CMS widgets

Adds two new widgets allow displaying the CI topology graph and CI impact service graph in Service Manager, providing instant service context for increased agent productivity.

• Survey improvements

Supports of adding images to survey answers so that the questionnaires in both the SMA-SM Service Portal and the Employee Self-Service (ESS) Portal display the survey answers with vivid icons.

• User Option enhancements

Allows to set default values for user options and configure read-only conditions for user options in Service Catalog items.

• Accessibility improvements

Supports of Twenty-First Century Communications and Video Accessibility Act (CVAA) for IT collaboration and end-user chat in Service Manager Accessible mode.

Extended integrations

• Octane integration

Integrates Service Manager Change management with Octane defect/feature management for better DevOps lifecycle management.

• Confluence integration

Supports of natural language processing and contextual search in Confluence knowledge management enable faster issue resolution.

Security enhancements

• Security hardening

Changes the location of master key for local sensitive data protection. Further, Service Manager allows for a certificate keystore when calling doHttpRequest() in JavaScript.

• Two-Factor Authentication (2FA)

Ensures the security of Service Manager accounts beyond a username and password by verifying the identity of an end-user based on the authentication performed by an authorization server.

• New authentication method in SM-SMAX Case Exchange

Updates Service Manager API to support new authentication method in SM-SMAX Case Exchange.

And massive Support Matrix update.

Please find below important links:

• Release Notes: https://docs.microfocus.com/itom/Service_Manager:9.72/ReleaseNotes
• Online Help: https://docs.microfocus.com/itom/Service_Manager:9.72/Home
• Support Matrix: https://docs.microfocus.com/itom/Service_Manager:9.72/SupportMatrix
• Sizing Guide: https://docs.microfocus.com/doc/Service_Manager/9.72/Sizing
• Release Overview: https://portal.microfocus.com/s/article/KM000002184
• Document Matrix: https://portal.microfocus.com/s/article/KM000002518

Also Watch the Release Readiness