With the release of HP Service Manager 9.20, HP not only released an update for Service Manager but also an alignment in version numbering with the BTO Suite. So it is release 7.20 renumbered. They did a tremendous job in improving the user interface by releasing an updated web user interface. They improved quality and performance on both the client and server side. HP improved the integration capabilities with the BTO suite on CLIP & CCRM, KM and change. Now they support the BTO incident data model.
Service Manager offers dashboards that can give you a real time overview of possible SLA breaches, open incidents by service, priority or location. This gives management a clear overview on how it is doing right now.
SMI Suite offers you a service management reporting solution that extends this dashboard feature in such a way that reports can be shared with others with a user friendly intuitive interface with drag and drop functionality. They can be incorporated in documents, PowerPoint presentations and even can be refreshed on the fly. Additionally one can drill down to the details of the underlying records a report is based on. To avoid heavy queries on the database during working hours, SMI Suite offers automatic scheduling and distribution of reports.