Process Designer (PD) Content Packs update functional modules of Service Manager to utilize Process Designer, the powerful workflow and business rule functionality added to Service Manager 9.30 and 9.31. The content packs are the delivery vehicle for supplying best practices and other supporting applications and configurations.


Process Designer Content Pack 9.30.3 implements the Process Designer framework for the Help Desk modules, including Service Desk, Incident Management, and Problem Management. Additionally, this content pack includes a number of enhancements and fixes in addition to those that were included in previous Process Designer content packs.


Process Designer Content Pack 9.30.2 includes some enhancements for Change Management Module and a number of fixes for problems introduced in previous Process Designer Content Pack releases. Process Designer Content Pack 9.30.2 provides enhancements in following areas for Change Management Module in addition to those in Process Designer Content Pack 9.30.0 and 9.30.1: Task planner (called “task editor” in previous release), Change models and Security.


Process Designer Content Pack 9.30.1 includes a number of fixes for problems introduced in Process Designer Content Pack 9.30.0. These fixes affect the Change Management module and the following integrations (which involve Change Management): SM-OO (Operations Orchestration), SM-UCMDB (Universal CMDB), and SM-RC (Release Control).


Process Designer Content Pack 9.30.0 enhances the Change Management Module for Service Manager 9.30.

The table below describes the highlights of this release.


Process Designer for Change ManagementChanges and Change Tasks are now governed by the Process Designer workflow and rules in the same way Knowledge Management was converted to use Process Designer in Service Manager 9.30.
Change process workflowsCompletely new ITIL v3 aligned workflows for Standard, Normal, and Emergency changes. The process flows are accompanied by new simplified forms where business logic is completely implemented with Rule Sets.
Change ModelsA change model allows you to apply starting information for a change using templates and pre-defined tasks. Change models also have categorization attributes such as category, subcategory, and service which are then used to organize the change models to define a standard library of changes.
Task Dependencies defined by a graphical Task editorTask editor is a graphical interface which provides a set of tools to create tasks and task dependencies as part of a change model. Complex task dependency relationships can be created within a phase or across phases.
Additional Rule TypesThe following are new Rule types:
  • Run a Macro
  • Send HTML Email
  • Start or Stop Clock
  • Validate Date
  • Validate Text/Number
Installation via Applications Patch ManagerApplications Patches Manager (APM) has been enhanced to install content. This enables all the existing capabilities of APM to be used for content installs such as conflict resolution. APM records what content is installed, a key supportability feature.

Task planner (called “task editor” in previous release)

Support of adding conditions for task creation by using the Condition Editor embedded in the task planner for change model. Support of planning mandatory tasks in change model. Task planner now is also available from change records for you to view or plan change tasks.


Process Designer for Help Desk

Help Desk modules (including Service Desk, Incident Management, and Problem Management) are now governed by the Process Designer workflow and rules.

Interaction between PD Help Desk modules and other modules

Support interaction between PD Help Desk modules and other modules, including PD Change Management, Request Management, PD Knowledge Management, and Service Level Management.

PD-based SLA support

PD-based SLA support: -Supports phase-based Response SLO for Service Desk and Incident Management

Incident task

Adds Incident tasks to PD Help Desk and supports SLA for Incident tasks

Usability Improvement

Related Records are simplified in PD Help Desk modules and PD Change Management;  Adds the ability to switch between the Group style and the Tab style for a Notebook control in the web client (available for PD Help Desk modules and for PD Change Management); Adds the ticket number in the title of a record, including Interaction, Incident, Incident task, Problem, Problem task, Change, and Change task; Adds a real-time counter for Attachments and Related Records section; Enhances the ability to trace phase transition in the workflow figure

PD framework enhancement

Workflow-based Rule Sets replace file level format control; Workflow-based Actions can be re-used across phases; Workflow backend Transitions enable cross-module interaction; A new tool exports Workflows into an unload file, so that you can copy Workflows from one PD-based system to another PD-based system; Phase orders specify the sequences for Response SLO calculation



Screen Shots


Standard Change
Standard Change


Emergency Flow
Emergency Flow


Task Planner
Task Planner


Incident Management



Workflow Editor




Please visit our content section to obtain the release notes, documentation, and install files.

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