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HP OpenView Service Desk 4.0 Features under discussion

HP OpenView Service Desk 4.0 Features under discussion. Please read speaker notes. General functionality. Planned (must have): Migration from ITSM 5.7 / SD 3.0 to Service Desk 4.0 Time zones: Support multiple support centers in different time zones Add customized calculated fields

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HP OpenView Service Desk 4.0 Features under discussion

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  1. HP OpenView Service Desk 4.0Features under discussion Please read speaker notes

  2. General functionality Planned (must have): • Migration from ITSM 5.7 / SD 3.0 to Service Desk 4.0 • Time zones: Support multiple support centers in different time zones • Add customized calculated fields • Scheduler (reporting, archiving, rule manager, data exchange) Planned (nice to have): • Archiving • Time zones: Daylight saving time support

  3. Change Management Planned (must have): • Add a "Change requestor" (person and/or organization) • Outage planning • Window of opportunity • Risk & Impact • Update CMDB automatically according to work orders Planned (nice to have): • Logging unauthorized changes

  4. Workflow Management Approved: • Approval mechanism Planned (nice to have): • Recommend assignment (based on workload, absence, preferred specialist) • Relate calendar functionality to human resources to indicate availability of support

  5. Service Level Management Planned (must have): • Service Hierarchy • Delivery hours for services • Multiple SLAs on one incident • Service usage constraints (number of calls, users, MB’s, workstations) • Overview of impacted services and customers by outage • SLA reports (see also reports) Planned (nice to have): • Service Catalogue • Maintenance agreements • Support Monitor • Service level agreement adjustments

  6. Extended reporting functionality Planned (must have): • Extensive detail reports on Explorer Views • Statistical reports (Calculated statistics in views) • Open support (XML) for flexible reporting including statistics • SLA reports: Availability, Reaction Times per SLA etc. • Report scheduling Planned (nice to have): • Proof of Concept XML reporting • Integration with VP Service Reporter

  7. Entitlement Planned (must have): • Pool security • Status Authorization • Authorization on CI’s • Extended access and default settings for SSP per role • Define menu and toolbar configuration per role

  8. Rule Manager Planned (must have): • Automatic print action • Structure business rules

  9. Self Service Pages Planned (must have): • Specialist features • Service today functionality • Extend call details (impact etc.) • Approval Planned (nice to have): • Personalized reporting (personal/dept) • Customer satisfaction survey • Planned outage • Security over the firewall

  10. VantagePoint Operation integration Planned (must have): • Relation between Service Levels and infra structure SLO’s

  11. Data exchange Planned (must have): • Add UI wizard for configuring ini-files • Progress during exchanging data (like 85%[][][][][][]) • Reconciliation functionality (add delta processing for filtering 90 % of the data) • Insert parameters from WEB application into SD (button) • Scheduling data loading

  12. Integrations Planned (must have): • VP Service Navigator integration • Active directory integration out of the box • SD admin data exchange out of the box (rules, forms etc.) Planned (nice to have): • SAP integration • Email address book integration

  13. Usability improvements Planned (nice to have): • Link multiple relations in one action on Service call, Problem, Change and Incidents • Copy fields values from existing item into currently opened item • IDs for CIs • Unique search codes for CIs + pre-formatted search codes

  14. Release schedule Planned: Beta release: Jan/Feb 2001 Final release: Spring 2001 Language support: 2 months after MR Unix application server: 2 months after MR Wanted: ASP support summer 2001

  15. VantagePoint ServiceDesk Roadmap 2000 2001 • ServiceDesk 5.0 • * CRM Linkages • Mobile Support ( WAP, Palm integrations, …) • Predictive Service Management • ServiceDesk 4.0 • * Closed-loop Service Level Management • * ERP Linkages (closed loop order process, costing) • * Self-service desk through integration of knowledge management • Service Portal integration • Consolidated VantagePoint reporting • Unix Application Server • Change Approval management • ServiceDesk 3.0+ • VantagePoint Operations bi-directional event/incident Integration • Service-Level Management includes calculated service state • View IT infrastructure root cause in context of a service call • View impacted IT services from incident Service Desk 3.0 Business-driven Intelligence Service-Level Management Significantly enhanced Change Management Instant Intelligence Out-of-the box best practices Out-of the box reporting End-user self-service pages Office2000 ready Quick Answer capability Enterprise Scalability through Internet-Based Architecture

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