While Service Manager (SM) and Service Management Automation X (SMAX) are both end-to-end, stand-alone, solutions for IT and Enterprise Service Management, they can also be used together. Customers looking for a modern self-service portal while leveraging the Service Manager request catalog can deploy the SMA Service Portal with Service Manager; this deployment combination is called “Mixed Mode” for short. Customers looking to transform the entire Service Request process, that is, the Self-service Portal, Service Catalog, End-user Knowledge Management, and Service Request functions, can deploy SMAX with Service Manager for the remaining processes such as Incident, Problem, and Change; this deployment combination is called “Dual Mode” for short. Mixed and Dual Modes are considered by customers looking to improve the self-service experience, advance the entire service request process, revamp the service catalog, or transition to SMAX.

The supplied Service Manager unload file and accompanying document guide the SM/SMAX administrators in setting up the systems to use Dual Mode and give example "recipes" for setting up catalog offerings in SMAX that are fulfilled by either Request or Incident Management in Service Manager. These recipes may then be extended for use in other modules.

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Dual Mode Recipe 1.0.1
1.1 MB
Aug 4, 2020
More info Less info
Product compatibility
Version 9.40 · 9.41 · 9.50 · 9.51 · 9.52 · 9.60 · 9.61 · 9.62 · 9.63 · 9.64 · 9.70 · 9.71 · 9.72
Version 2019.02 · 2019.05 · 2019.08 · 2019.11
Version 2020.02 · 2020.05 · 2020.08 · 2020.11
Version 2021.02 · 2021.05 · 2021.08 · 2021.11
Version 2022.02 · 2022.05 · 2022.11
Version 2023.05
Release notes

Initial release


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release-rel-2024-5-1-6148 | Wed May 8 00:58:25 PDT 2024