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HP OpenView ServiceCenter overview. Speaker name Title, HP. HP OpenView ServiceCenter manages IT. Extensible and integrated ITSM application suite. Mature, out-of-box processes. Agnostic, analytical, adaptive. Consolidated service desk

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hp openview servicecenter manages it
HP OpenView ServiceCenter manages IT

Extensible and integrated ITSM application suite

Mature, out-of-box

processes

Agnostic, analytical, adaptive

it service management challenges
Consolidated service desk

How do we consolidate service desk tasks and processes for consistency and efficiency over many different business units and geographical locations?

CMDB

How do I establish a federated CMDB so that all in IT operations has access to a single source of CI?

Configuration management

How do I manage the data and processes related to controlling the CIs in my infrastructure?

IT service management challenges
it service management challenges1
Service request management

How do I create a catalog of goods and services that exposes what IT can offer and at what price?

Service level management

How do I establish the relationship between what business users expect and what they get in service levels? How can I manage resources so that service levels are quantifiable and routinely met?

Organizational survival

How do I articulate what IT does for the rest of the business?

IT service management challenges
hp openview momentum and leadership
HP OpenView momentum and leadership

Improve IT efficiencies across silos

Improve service levels

Reduce cost of service delivery and support

Mitigate IT and business risk

Show value to the business

servicecenter designed for modern global itos
Open technology foundation

Software depth

Centralizes information to identify and eliminate infrastructure failures

Increases availability for critical business services

Improves utilization of high-cost resources

ServiceCenter: Designed for modern, global ITOs

Call Management

Problem Management

Request Management

Knowledge

Diagnostics

Service Level Management

Change Management

Incident Management

Employee Self Service

Integration

Asset Contract Management

Configuration Management

Scheduled Maintenance

Reporting

Discovery

Analytics

CMDB

servicecenter a legacy of success
Robust, enterprise-class service management solution

Based on more than 25 years of service management focus and experience

Comprehensive ITIL-aligned practices

Highly rated by independent experts

Extensive service management solution

Highly experienced support team geared for large organizations

ServiceCenter: A legacy of success
servicecenter is itil aligned
ServiceCenter is ITIL-aligned

T

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t

e

c

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n

o

l

o

g

y

Planning to implement service management

T

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e

b

u

s

i

n

e

s

s

The

business

perspective

Service management

ICT

infrastructure

management

Service

Support

Service

support

Service

Delivery

Service

delivery

Security

management

Application management

standard repeatable processes
Standard, repeatable processes
  • Quality
  • Predictability
  • Consistency

Repeatable, documented processes are essential to improving IT service delivery and management. The ITIL framework provides an effective foundation for quality IT service management.

“ITIL has gained significant traction in the last 12 months…. About a third of $1 billion-plus companies are starting to implement ITIL.”

Thomas Mendel – Forrester (2004)

our commitment to itil
Our commitment to ITIL

®

Introduced SLA module

ServiceCenter 6.0

IntroducedRequest Management

1999

2004

Continued

commitment

to ITIL®

1991

2000

1990

2003

1989

ServiceCenter 5.x

2005

Introduced open integration NSM platforms

Introduced self service

ServiceCenter 6.1 suite is reverified; problem and SLM improved per ITIL processes

Introduced

first service desk;

CCTA initiates ITIL®

improves productivity
Technicians do their jobs faster

Administrators create forms with drag-and-drop tools

Managers get quick, visual information to make smarter decisions

Power users can create customized “perspectives”

Improves productivity
easy to use and communicate
Unified view into relevant issues

Real-time status update

Drag and drop URLs, intuitive sharing features

People can view and share real time charts

Global language support

Easy to use and communicate
mitigates risk
Reduced outages

Predictable response to unplanned outages

Consistent practices across disparate geographies and service desks

Predictable “change”

Mitigates risk
making decisions based on accurate data
What’s the right resource allocation for service desk?

How long should an incident take to resolve?

How can we improve 1st call resolution?

What assets perform, and what assets don’t?

How often are we meeting service levels?

How long does it take to provision a new employee?

Making decisions based on accurate data
new capabilities servicecenter 6 1
Improved Service Level Management module

Improved Problem Management module

Self-service ticketing

Extended web services support

International support

Improved user interface

Change calendar – forward schedule of change

New capabilities - ServiceCenter 6.1
environment
Environment

Call Management

Problem Management

Request Management

Knowledge

Diagnostics

Service Level Management

Change Management

Incident Management

Employee Self Service

Integration

Asset Contract Management

Configuration Management

Scheduled Maintenance

Reporting

Discovery

Analytics

CMDB

servicecenter call flow problem management
ServiceCenter call flow: Problem management

Report issue

Service Management

Change Management

Create call

Createrequest

Incident Management

Problem Management

Research

solution

Approvalprocess

Create incident

Determine cause

Resolved?

Implementchange

Troubleshoot

Problem corrected?

Permanent fix found?

CLOSE

End

process

Document resolution

Documentclose

Close

service management aka call management
Goal

Provides a single point of contact for all IT service issues and requests

Features

Provides service desk agents immediate access to all relevant caller information, such as contact info, in-depth CI info, associated SLAs, entitlements

Provides best-practice links into other processes such as incident, problem and change. Calls can be categorized, prioritized and routed appropriately.

Allows the maximum number of calls to be resolved in the first call, avoiding expensive and unnecessary escalation

Value

Designed to increase first-call resolution

Supports consistent quality of service

Service Management (aka call management)
incident management
Incident Management
  • Goal
    • To restore normal service operation as quickly as possible and minimize the adverse impact on business operations
  • Features
    • Manages the complete incident lifecycle
    • Optimized for fast data entry (drop-down boxes, automatic fill, query-by-example)
    • Prioritizes incident resolution based on operational goals and SLAs
    • Automates incident assignments and escalations
  • Value
    • Promotes incident resolution in the minimal time possible
configuration management
Goal

Accounts for all IT assets and configurations that comprise the business services

Features

Establishes and tracks CI status within other processes, such as incident, problem or change

Manages CI relationships such as parent/child, peer-to-peer, upstream/downstream

Provides ability to analyze the impact of change, stability of system, vendor performance, asset baselines

Classification schema supports incident prioritization based on CI criticality

Provides audit trail for history of CI changes

Value

Accurate CI information is an enabler to service desk, change, problem, asset and other IT functions

Configuration Management
problem management
Goal

Helps prevent the recurrence of incidents

Features

Allows IT to identify, correlate and resolve interrelated incidents from disparate segments of the infrastructure

Supports ITIL-based workflow, problem and error control process

Helps prevent the recurrence of incidents by enabling technicians to review known errors and initiative changes to resolve them

Treats problem records separately to incidents, allowing a one-to-many relationship

Allows routing of problem records technicians based on skill set, location and availability

Value

Allows problems to be isolated and correlated to multiple incidents, thereby accelerating incident resolution

Problem Management
change management
Goal

Control over the enter change lifecycle – from request through approval, planning, implementation, monitoring and evaluation

Features

Powerful phase and task-oriented change management

Manages both planned and unplanned changes

Automates the approval process, assesses the risk involved, allows for a back-out plan and enforces consistent processes

Accommodates complex changes with multiple parallel tasks, phases and dependencies

Highly tailorable to accommodate unique and complex change processes

Graphical workflow capability

Change calendar provides global view in Outlook format

Value

Improves service quality due to the reduction of change-related incidents

Decreases time and resources required to complete a change

Ensures compliance standards are maintained

Change Management
service level management
Goal

To maintain and improve IT service quality through a constant cycle of agreeing, monitoring and reporting to meet the customer’s business objectives

Features

Provides the means to develop and execute on specific service and operational level agreements

Allows IT to define service level objectives and expectations

Provides a catalog approach to building specific SLOs

Automatically prioritizes work queues based on SLA parameters

Provides alerts, auto escalation and robust reporting

Value

Provides visibility into cost of service and service delivery metrics

Service Level Management
scheduled maintenance
Goal

Provides control and management for repetitive IT tasks

Features

Unlimited number of maintenance tasks

Out-of-box templates

Alerts for pending tasks

Value

Ensures execution on maintenance service agreements

Allows IT to perform maintenance at the optimum time and with minimal user impact

Scheduled Maintenance
request management
Request Management

Goal

  • Provide comprehensive, automated management of service request lifecycle, from point of request through fulfillment

Features

  • Provides orders and tasks to be organized, sequenced and managed
  • Graphical workflow shows process phases and tasks
  • Procurement and receipt capabilities provide fulfillment

Value

  • Reduces costs and streamlines fulfillment of goods and services
asset contract management
Goal

Allows management of asset contracts

Features

Establishes contract management and tracking provisions

Allows documented parts and labor cost for all tasks

Enables cost roll-ups for service level management

Provides notification for key lease or contract expirations

Value

Provides cost control measures throughout the portfolio

Asset Contract Management
administration
Administration

There are a variety of tools for managing the ServiceCenter suite.The Support tools define the data that underpins the processes including contacts, locations, vendors, etc.

Utilities manage the server and database environments.

transition slide
Transition slide

Technology and architecture

servicecenter architecture
ServiceCenter architecture
  • Three-tiered client/server architecture
  • Ultra-thin client processes keyboard events only
  • Extensive client platform support from phones, Windows and the web
  • All application processing occurs on the application server
  • Application server layer forks processes for every client connection
  • Database layer is accessed via native SQL calls; e.g. Oracle OCI
  • Massive client and server scalability

Presentation

Applications

Database

servicecenter tailoring environment
ServiceCenter tailoring environment

Data Policy

Forms Designer

Macros

Format Control

Publish and Subscribe

Custom Links

Tailoring utilities

Database Manager

Menu Manager

Java Script

Display Options

RAD applications

Application source code

SC satabase

P4 or RDBMS

servicecenter application environment
ServiceCenter application environment
  • DB platforms
  • SQL
  • Oracle
  • DB2
  • Sybase
  • P4
  • Client OS
  • Win32
  • OS/2
  • Linux
  • UNIX

Call Management

Problem Management

Request Management

Service Level Management

Change Management

Incident Management

  • Client types
  • Windows
  • Web
  • Text
  • Server platforms
  • Windows NT
  • Windows 2000/3
  • HP-UX
  • Linux
  • AIX
  • Solaris

Asset Contract Management

Configuration Management

Scheduled Maintenance

SC Automation

Connect-It

Web Services

Integration layer

OpenView

Application

Inventory

Protocol level

transition slide1
Transition slide

Integration

integration technologies
Web services - SOAP API: event-driven connectivity

On-demand publish and consume

Delivered as an SDK for ServiceCenter 6.x

Connect-IT: batch-driven data integration

Scheduled batch processing

Delivered as connectors and scenarios

HP OpenView ServiceCenter, AssetCenter, Enterprise Discovery

ServiceCenter Automation: event-driven connectivity

Traditional API

Delivered as an SDK and/or point-to-point adaptors

For ServiceCenter only

Integration technologies
servicecenter 6 1 enhancements web services interface
Added consumption of web services to allow customers to perform tasks such as:

Validating an email address or a phone number when updating a contact record

Automatically filling in the time zone of a contact in a Service Management call based on the location given

Improved publishing through web services

Publishing gives customers access to ServiceCenter data without the overhead of the Windows or web client for tasks such as:

Generating reports

Gathering statistics

Interfacing with third-party tools

Aligned with ITIL standards

Industry-standard interface

ServiceCenter 6.1 enhancements:Web services interface
web services provides publish and consume capabilities
Publish/consume

Publish = server role

Consume = client role

ServiceCenter server can play both roles now

Publishing is automatic

Any ServiceCenter module can be exposed as a web service

No coding is required

Consumption

Requires coding in Javascript

Follows customary RPC programming model

Web services provides publish and consume capabilities
hp openview connect it and integration connectors
HP OpenView Connect-It and Integration Connectors

Connect-It

ServiceCenter Automation

Web services

Integration layer

OpenView

Application

Inventory

Protocol level

Asset Management

BizDoc

Configuration Management (Radia)

Enterprise Discovery

Desktop Inventory

Network Discovery

RDS

ServiceCenter Automation listener

ServiceCenter

ServiceCenter Web Service

Service Desk

Remedy Action Request System

IBM Lotus Notes

LANDesk Software Distribution

Mercury Dashboard (BAC)

Mercury UCMDB (MAM & BAC)

Tivoli Configuration Manager for Software Distribution

Tivoli Enterprise Console

Tivoli Enterprise Data Warehouse

SAP

Altiris for inventory

CA Unicenter AMO

LANAuditor iInventory

LANDesk for inventory

Microsoft SMS

Tally TS.Census

Tangram Asset Insight

Tivoli Configuration Manager for inventory

WinPark Actima

Command line

Database

Delimited text

Email

IBM MQSeries

LDAP

NT Security

Web Service

XML

XML Listener

connect it features
Connect-It features
  • Extends the value of HP OpenView ITSM solutions
  • Flexible and easy-to-use graphical integration scenario builder
  • Robust reconciliation engine
  • Powerful transformation capabilities
  • Extensible business process modeling
  • Comprehensive list of connectors
  • Scheduled and real-time integration scenarios
  • Efficient monitoring and reporting tools
connect it benefits
Connect-It benefits
  • Extends the value of HP OpenView ITSM solutions
  • Integrates ITSM solutions with almost any data source
  • Helps make informed business decisions
  • Improves data quality and integrity
  • Value for money
  • Built-in best practice integrations
  • Reduced implementation time
  • Reduced maintenance costs
  • Brings the power of an EAI at the cost of a gateway
hp openview servicecenter automation
HP OpenView ServiceCenter Automation

ServiceCenter Automation

Connect-It

Web Services

Integration layer

Application

Inventory

Protocol level

OpenView

CA Aprisma Spectrum

CA Unicenter AMO

CA Unicenter TNG

IBM Lotus Notes

Tally NetCensus

Tivoli Enterprise Console

Tivoli NetView

Tivoli Business Systems Management

(see Connect-It)

Email

Facsimile

Pager

Software Development Kit

Flat file

Operations

Network Node Manager

transition slide2
Transition slide

Case studies

success story consolidated service desk and asset management
United States-based global financial institution

175,000 employees worldwide

5700 banking centers in U.S.

160,000+ desktop and laptops

30,000 Windows and midrange servers

Success story: Consolidated service desk and asset management

Business objectives

Customer overview

  • Gain control over their complex IT infrastructure
  • Implement standard business practices across the enterprise for problem, change and inventory management

Solution

Business challenges

  • Integrated asset and service management
    • HP OpenView ServiceCenter
    • HP OpenView AssetCenter
  • Complex distributed IT infrastructure
  • High costs and inefficiency due to disparate business practices
  • Poor service levels

Business value

  • Estimated cost savings of $1 - 3 million annually, business process efficiency and improved asset management
success story service control
United States healthcare provider

25th largest U.S. health system

Over 30,000 employees

More than 375 locations in 9 states

Success story: Service control

Customer overview

Solution

  • Service control
    • Incident Management
    • Change Management
    • Service Management
    • Scheduled Maintenance
    • Value Path Services

Business challenges

  • Inefficient business practices causing system outages, high costs

Business value

  • Standardized and automated workflow
  • Get-Services provides single point of entry
  • Improved customer service
  • Unified tracking and reporting
  • Reduced cost of doing business

Business objectives

  • Consolidate processes, automate workflows
  • Implement a global change process
  • Efficiently work across facilities
  • Increase change success rate
success story service alignment
Global financial services organization

Operations in 60 countries

38 million customers

Success story: Service alignment

Customer overview

Solution

  • Service Alignment
  • Service Management
  • Change Management
  • Incident Management
  • Value Path Services

Business challenges

  • Demonstrate value to business units by defining, tracking, and reporting on service management

Business value

  • Improved first call resolution by 400 percent
  • Central repository for all SLA information
  • Report metrics to show actual performance against commitments

Business objectives

  • Improve overall customer service
  • Automate and provide real-time SLA data
  • Develop an SLA hierarchy and develop prioritization