HP Service Manager

For the supported Windows® and UNIX® operating systems

Software Version: 9.32

Support Matrix

Document Release Date: August 2013 (Updated March 17, 2014)

Software Release Date: August 2013

 Support Matrix

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HP Service Manager (9.32) Page 2 of 24

 Support Matrix

Documentation Updates
About this document:

l Documented Product: Service Manager, Software Version number: 9.32

l Document Release Date: August 2013 (Updated March 17, 2014)

l Software Release Date: August 2013

To check for recent updates or to verify that you are using the most recent edition of a document, go
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HP Service Manager (9.32) Page 3 of 24

 Support Matrix

Support
Visit the HP Software Support Online web site at:

http://www.hp.com/go/hpsoftwaresupport

This web site provides contact information and details about the products, services, and support
that HP Software offers.

HP Software online support provides customer self-solve capabilities. It provides a fast and
efficient way to access interactive technical support tools needed to manage your business. As a
valued support customer, you can benefit by using the support web site to:

l Search for knowledge documents of interest

l Submit and track support cases and enhancement requests

l Download software patches

l Manage support contracts

l Look up HP support contacts

l Review information about available services

l Enter into discussions with other software customers

l Research and register for software training

Most of the support areas require that you register as an HP Passport user and sign in. Many also
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HP Service Manager (9.32) Page 4 of 24

Contents
Contents 5
Requirements 7
Service Manager Server 7

Server Platforms 7

Databases 8

64-Bit Platform Support 9

Virtualization Support 9

Case Sensitivity 10

Oracle Real Application Cluster and Transparent Application Failover 10

Service Manager Clients 10

Windows Client 10

Web Tier: Web Client 11

Web Tier: Application Servers 11

Web Tier: Web Servers 12

Mobility client 12

Service Request Catalog 13

Knowledge Management Search Engine 15

Hardware Load Balancers 15

Compatibility 16
Platform/Application Compatibility 16

Client/Server Compatibility 16

Application/Content Pack Compatibility 16

Search Engine Compatibility 17

Compatibility with Other HP Software Products 17

Languages, Localization, and Internationalization 18

Transparent Technology and Virtualization Support 19
Underlying Technology Version Policy 20
Obsolescence Plans 21
Change Log 22

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Contents

We appreciate your feedback! 23

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Requirements

Requirements
This section provides information about the supported hardware and software that you must have to
successfully install and run Service Manager 9.32.

Service Manager Server

The Service Manager 9.32 server communicates with the database using the appropriate database
client software. The appropriate database client software must be installed and configured on the
Service Manager server. The database should reside on a different server, which may use a
different operating system. Hewlett-Packard does not make compatibility statements about the
operating systems supported by the database. Database vendors are responsible for indicating
supported server platforms.

A 32-bit JRE is provided in the Service Manager installation only for x86 systems (Windows and
Linux); on non-x86 systems users must pre-install a 32-bit JRE 1.7:

l Solaris 10: JRE 1.7 (update 15 or greater)

l Solaris 9: JRE 1.6 (update 20 or greater)

l HP-UX: JRE 1.7 (JRE_7.0.04 or greater)

l AIX: JRE 1.7 (SR4 or greater)

Note:

l If you run the SM9.32 or SM9.32p1 server on Solaris 9 with JRE 6, you have to modify the
validjava.sh file. For details of the modification, see Workaround for QCCR1E99940 in
the SM9.32p1 Release Notes.

l If you run the SM9.32p2 or later server on Solaris 9 with JRE 6. You no longer need the
workaround.

In both cases, you should perform an extra configuration to run the server on Solaris 9. For
more information about the configuration, see the SM9.32p2 Release Notes.

However, we recommend that you upgrade to Solaris 10, as Oracle stopped issuing updates
for JRE 6 in February 2013. Additionally, JRE 6 entered the Extended Support phase in
December 2013.

Server Platforms
Supported operating systems for the Service Manager 9.32 server include:

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Requirements

HP Itanium l HP-UX 11i v3 (11.31)

l HP-UX 11i v2 (11.23)

x86 l Windows Server 2008

l Red Hat Enterprise Linux 6.x*, 5.4*

l Oracle Enterprise Linux 6.x*, 5 (Update 4)*

l Novell SUSE Linux Enterprise Server 10.1*

x86-64 l Windows Server 2012

l Windows Server 2008R2, 2008

l Red Hat Enterprise Linux 6.x*, 5.4*

l Oracle Enterprise Linux 6.x*, 5 (Update 4)*

l Novell SUSE Linux Enterprise Server 11*,

10.1*

Sun SPARC l Sun Solaris Server 10, 9

IBM pSeries l AIX 7.1, 6.1

* The Linux Kernel version must be 2.6.16 or greater.

Databases
Supported back-end databases for the Service Manager 9.32 server include:

RDBMS Notes

Oracle l Oracle Service Manager 9.31 or later requires Oracle Call Interface (OCI)
11.1 11.2.0.3 or later.

l Oracle
11.2

DB2 9 l DB2 9.5

l DB2 9.7

DB2 10 l DB2 10.1 DB2 10.1 is not supported on HP-UX.

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Requirements

RDBMS Notes

SQLServer l SQLServer SQLServer connectivity is only supported in configurations where

2005 the Service Manager server is running on a Windows operating
system.
l SQLServer
2008

l SQLServer
2012

64-Bit Platform Support

The Service Manager 9.32 server is a 32-bit application, and requires the 32-bit versions of the
database client libraries to connect to the database server. The database server itself can be 32-bit
or 64-bit. Connectivity to Oracle and DB2 uses their native clients; connectivity to SQLServer is
performed through ODBC and requires the 32-bit version of the ODBC Driver Manager. You may
use the SQLServer 2005, SQLServer 2008 or SQLServer 2012 client library, but not the Windows
default SQLServer client library when configuring the ODBC connection.

Virtualization Support
Supported virtualization platforms for the Service Manager 9.32 server include:

Virtualization Platform Notes

VMWare vSphere 4 vMotion is not supported. Memory must be dedicated.

l VMWare ESXi 4.1

l VMWare ESX 4

VMWare vSphere 5 vMotion is supported.

l VMWare ESXi 5.1

l VMWare ESXi 5.0

l Microsoft Hyper-V 2012

l Microsoft Hyper-V 2008

R2

l VMHA is transparent to Service Manager. A client reconnection is required after fail-over.

l VMWare’s Snapshot features should be used with caution. In addition, there are some
vMotion known issues and recommendations that need user attention. For details, see

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Support Matrix
Requirements

white paper Service Manager 9.31 vMotion Test Report, which is available from the HP
Software Support web site at: www.hp.com/go/hpsoftwaresupport

Case Sensitivity
Service Manager 9.32 supports the default case-sensitivity for all of the RDBMS platforms listed,
including the case insensitive collations in Microsoft SQL Server. In addition to these defaults,
Service Manager 9.32 supports case-insensitive mode in Oracle 11.2.0.3 or greater.

Oracle Real Application Cluster and Transparent

Application Failover
Oracle Transparent Application Failover (TAF) is a feature that allows for database clients to
reconnect to surviving nodes in an Oracle Real Application Cluster (RAC) in the event of a failure of
an instance.

All supported Service Manager server versions currently perform similar session recovery
operations within our own application. When detecting a connection failure, Service Manager will
attempt to reestablish the connection, setup necessary session properties and then attempt to
repeat the failed transactions. Service Manager will continue to retry the connection for 1 minute.

If the database is within an Oracle RAC configuration this should allow time for failover and
reconnection to another available instance. HP fully supports Oracle RAC configurations and will
honor this re-connect strategy. See Transparent technology and virtualization support for more
information.

Since similar functionality is already available in Service Manager, the product has not been
modified to run in an Oracle TAF configuration.

Caution: Using Service Manager in combination with Oracle TAF could actually cause
connectivity issues to the database. Do not run Service Manager in an Oracle TAF
configuration.

Service Manager Clients

This section provides support matrix information of the Service Manager 9.32 Windows and web
clients.

Note: Viewing Service Manager forms with either the Windows or Web client requires a
minimum screen resolution of 1024x768.

Windows Client
Supported operating systems for the Service Manager 9.32 Windows client include:

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Requirements

l Windows 8, 32-bit and 64-bit

l Windows 7, 32-bit and 64-bit

l Windows Vista, 32-bit and 64-bit

l Windows XP

Note: For the HTML Editor to work correctly in the Windows client, the client machine must
have a version of Internet Explorer installed that is supported for the web client.

Note: Virtualization options, such as Citrix, are considered transparent technologies. See
"Transparent Technology and Virtualization Support" on page 19 for more information.

Web Tier: Web Client

Supported browsers for the Service Manager Web tier include:

l Internet Explorer (IE) 10, 9, 8, 7

Tip: If using IE, IE 9 or later is recommended for optimal performance.

l Firefox 17 or greater (Extended Support Releases are recommended)

Note: Service Manager components such as CI visualization and the Workflow widget require
a JRE level of 1.5 or greater for the user’s browser; however, a 32-bit JRE1.7 (Update 25 or
greater) is recommended.

Web Tier: Application Servers

Supported application servers for the Service Manager 9.32 Web tier include:

Application Server Versions

Apache Tomcat l 7.0

l 6.0 (6.0.36 or
greater)

IBM Web Application Server (WAS) l 8.0

l 7

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Requirements

Application Server Versions

Oracle WebLogic l 11g

l 10.3

JBoss EAP l 5.1

Web Tier: Web Servers

Supported web servers for the Service Manager 9.32 Web tier include:

l IIS 7.5, 7.0

l Apache HTTP Server 2.2

Note: The Web server must be compatible with the Web tier application server.

Mobility client
Application server
l Apache Tomcat 7.0 (7.0.32 or greater)

Note: The application server should run on Oracle JRE 1.7 (update 25 or greater).

Handset
Service ManagerMobility client supports handsets that are running the following operating system
versions and their built-in browsers.

l Other third-party web browsers have not been certified and are therefore not supported.

l To access and use the Service Manager Mobility client, your phone must have a touch
screen.

l The performance of the Service ManagerMobility client is highly dependent on the

performance of the handset that you use. For example, you might experience low
performance on a BlackBerry 6.x or 7.0 operating system.

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Requirements

Mobile operating system Mobile browser

iOS Safari

l 7.0

l 6.x

l 5.x

Android l Chrome

l 4.x l Android browser

BlackBerry BlackBerry browser

l 10.0

l 7.0

l 6.x

Service Request Catalog

Service Manager 9.32 supports Service Request Catalog (SRC) version 9.32. To work with SRC
9.32, both the Service Manager server and applications must upgrade to version 9.32.

Note: HP recommends that you install SRC on a different machine than the Service Manager
server for performance reasons.

Supported configurations for HP Service Request Catalog 9.32 include the following.

Application Server
l Tomcat 6.0 (6.0.36 or greater)

l Tomcat 7.0

Browser
l Internet Explorer (IE) 10, 9, 8, 7

l Firefox 17 or greater (Extended Support Releases are recommended)

Note: The user's browser requires Adobe Flash Player 10 (10.3 or greater) or 11.x, and JRE1.7
(Update 25 or greater).

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Requirements

Web Server
l Apache HTTP Server 2.2

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Requirements

Knowledge Management Search Engine

The Service Manager 9.32 Knowledge Management Search Engine runs on the same platforms as
the Service Manager server, but requires a JDK 1.6 (Update 21 or greater) or JDK 1.7 (Update 25 or
greater).

Hardware Load Balancers

As of version 9.32, Service Manager provides full support for F5 hardware load balancers.

For more information, see the Service Manager 9.32 Release Notes and the "Hardware load
balancers" section in the online help.

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Compatibility

Compatibility
This section provides compatibility information about Service Manager components.

Platform/Application Compatibility
The Service Manager client/server version should be no earlier than the applications version. For
example, if you are using the 9.32 applications, you must use a client/server version of 9.32 or
greater; if you are using the 9.32 client/server, you can use the 7.11, 9.21, 9.30, 9.31, or 9.32
applications.

Client/Server Compatibility
HP strongly recommends Service Manger client and server combinations of the same patch level.

However, at various times, such as during an upgrade, it is possible that an organization

temporarily operates under differing versions of Service Manager client and server in same minor
level. For example, an organization may temporarily use an SM 9.30 client together with a SM 9.32
server. HP will support customers during these transition times. However, the various
combinations of client and server at different minor-minor levels have only received minimal
functional testing. Therefore, complete functionality of a mismatched environment cannot be
guaranteed.

The following list describes the server and client combinations that have received minimal
functional testing in 9.32 release:

l 9.32 Windows/web client + 9.30/9.31 RTE

l 9.30/9.31 Windows/web client + 9.32 RTE

Known Client/Server Incompatibilities

There are two known incompatibility issues when using 9.2x clients or RTEs together with 9.3x
clients or RTEs:

l When using a 9.2x Web client together with a 9.3x RTE, users cannot log in to the Web client by
TSO/LWSSO. Instead, they will be brought to an authentication failure page.

l When using a 9.3x Web client together with a 9.2x RTE, users can log in to the Web client by
TSO/LWSSO, but the language that is specified in the URL or in the browser preferences is
ignored. Instead, the language set in the operator record is used.

Application/Content Pack Compatibility

The Service Manager 9.32 applications is compatible with Service Manager 9.30/9.31 content
packs, however you must install them in their release order to avoid data conflicts.

For more information, see the Compatibility matrix for Service Manager Applications Content:

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Support Matrix
Compatibility

http://support.openview.hp.com/selfsolve/document/KM00503656

Search Engine Compatibility

The Service Manager 9.32 client and server support both the K2 Search Engine and the KM Solr
Search Engine; however, once you have upgraded your applications to Service Manager 9.30 or
later (9.31 or 9.32), you can only use the KM Solr Search Engine instead of the K2 Search Engine.

Compatibility with Other HP Software Products

Service Manager supports many Hewlett-Packard (HP) portfolio integrations, as well as those of
many third parties. These integrations are identified in the integration library. Access the catalog at
the following link and select Service Manager: http://support.openview.hp.com/sc/integration_
catalog.jsp

Added Support
Integrations with the following product versions are supported starting with the SM9.32 release:

l HP Application Lifecycle Management (ALM) 11.52

l HP Operations Orchestration (OO) 10

l HP Business Service Management (BSM) 9.22

l HP Universal CMDB (UCMDB) 10.01

Discontinued Support
None.

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Languages, Localization, and Internationalization

Languages, Localization, and

Internationalization
The Service Manager 9.32 server supports all Service Manager Application languages, localization,
and internationalization versions.

Service Manager supports Unicode (UTF-8) on the server and client. Unicode is a worldwide
standard compatible with ISO 10646 (www.iso.org). UTF-8 is part of the Unicode standard, which
enables you to encode text in practically any script and language. It also supports a comprehensive
set of mathematical and technical symbols that simplify scientific information exchange. Service
Manager 9.32 supports UTF-8 as an encoding method for new or existing ASCII and multi-byte
characters. For more information about the languages and character sets supported by UTF-8, visit
the following web site: www.unicode.org

Service Manager approaches languages, localization, and internationalization as follows:

l Language packs provide translated user interfaces (UI), Online Help (OLH), and installation
documentation unless otherwise noted.

l Service Manager Language packs are available for the following languages: Arabic, Brazilian
Portuguese, Czech, Dutch, French, German, Hebrew, Hungarian, Italian, Japanese, Korean,
Polish, Russian, Simplified Chinese, and Spanish.

Service Request Catalog supports all languages listed above.

The Mobility client supports all languages that are listed above, except for two right-to-left
display languages: Arabic and Hebrew.

l Service Manager accepts and displays data for any language supported by UTF-8, regardless of
the language pack installed. Furthermore, no translation is required for this feature to apply. For
example, a French Service Manager system can accept and display German. A Japanese
system can accept and display Spanish. Note that appropriate SQL database data types or code
pages are required.

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Transparent Technology and Virtualization Support

Transparent Technology and Virtualization

Support
In recent years, a number of “transparent” hardware and software technologies and virtualization
solutions, such as Citrix, Microsoft Cluster Software, and VMware, have become increasingly
prevalent. These solutions operate in the technology layers adjacent to the operating systems or, in
some cases, as extensions of the operating systems. Similarly, database solutions offer
transparent components as supported elements.

HP supports Service Manager running on operating systems and databases on particular platforms
as described in the matrix above, not specific hardware and software configurations. HP will
support Service Manager customers who run HP software products on supported operating
systems and databases, irrespective of whether they are running transparent or virtualization
solutions in their environment. HP does not support these transparent or virtualization technologies
directly. Since the providers of these technologies support a set of certified operating systems and
hardware, the customer and the providers of these technologies will be responsible for any
interactions or issues that arise at the hardware or operating system layer as a result of their use.

HP will not require customers to re-create and troubleshoot every issue in a non-transparent
environment; however, HP does reserve the right to request that its customers diagnose certain
issues in a native certified operating system environment without the transparent technology. HP
will only make this request when there is reason to believe that the environment is a contributing
factor to the reported issue.

While Service Manager is expected to function properly with these transparent technologies in
place, there may be performance implications, which can invalidate HP’s typical sizing and
recommendations. Analysis must be performed within the context of the specific application to be
hosted in a virtual environment to minimize potential resource overload, which can have significant
impact on performance and scalability, particularly under peak load.

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Underlying Technology Version Policy

Underlying Technology Version Policy

Third-party components, such as databases and operating systems, are supported at the minor
level unless a different minimum level is specified. For example, Oracle 11.2 is supported at the
minimum release of Oracle 11.2.0. Future maintenance releases of the same minor release are
expected to be supported, unless a conflict specific to that release arises. For example, you can
expect Oracle 11 to be supported on 11.2.0.3, 11.2.0.4, etc. Refer to the support matrix provided by
the vendor for restrictions and other considerations.

It is not our policy to recertify a released product against a new version of a vendor product, unless
the current version of our product will be supported well past the end of obtainable or extended
support of the associated vendor product, and there is not a viable extension to the support of that
product. We also, as a rule, do not recertify on minor releases (for example, Oracle 11.0, then 11.2,
then 11.2g, and so on); we only list the latest version of the vendor product that we actually certified
at the time of our product release.

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Obsolescence Plans

Obsolescence Plans
As of January 2014, there are no plans to end support for any currently supported version of Service
Manager.

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Change Log

Change Log
The table below lists the changes to this document since it was first released for version 9.32.

Document Date
(product version) Change

August 2013 Initial release.

August 27, 2013 Removed Windows Server 2012 from the x86 server platform list
(Windows Server 2012 is 64-bit only)

December 2013 Updated for the SM9.32p2 release

January 7, 2014 Updated the VMHA support information

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Support Matrix
We appreciate your feedback!

We appreciate your feedback!

If you have comments about this document, you can contact the documentation team by email. If
an email client is configured on this system, click the link above and an email window opens with
the following information in the subject line:

Feedback on Service Manager, 9.32 Support Matrix

Just add your feedback to the email and click send.

If no email client is available, copy the information above to a new message in a web mail client,
and send your feedback to [email protected].

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