1. HP ISM technical architecture Service assuranceService usageService delivery Service provider infrastructure Process-enabled message bus Process manager Service activation Inventory management Order entry & management Fault management Performance management Problem management Service level management Billing Business intelligence Usage mediation Customer portal Executive dashboard

2. ISM makes it easy with this infrastructure

3. ISM: the solution to move to a consolidated OSS and BSS Operations Support Systems (OSS) are the technology that support the people and processes in these tasks. Business Support systems (BSS) supporting the billing and customer care function are often grouped into OSS

4. Element Management Change & Capacity Management Service Management Business Management Element Layer Mapping of Business Processes to Telecom and IT Infrastructure Components

5. HP ITSM Reference Model version 3.0 Availability management Continuity management Security management Capacity management Service-level management Change management Financial management Configuration management Service planning IT business assessment IT strategy and architecture planning Customer management Service build and test Release to production Operations management Problem management Incident and service request management

6. Reactive Proactive Monitor performance Analyze trends Set thresholds Predict problems Automation Mature problem, asset and change mgmt. processes Best effort Fight fires Inventory Initiate problem mgmt. process Alert and event mgmt. Monitor availability (u/d) Define services, classes, pricing Understand costs Set quality goals Guarantee SLAs Monitor and report on services Capacity planning Service Value Linkage with business metric Improvement of business process Real-time infrastructure Business planning Level 1 Level 2 Level 3 Level 4 Service Management Process Maturity Model Tool Leverage Service and Account Management Business Management Svc. Delivery Process Engineering Operational Process Engineering “Profit” Mgmt.

7. Example: Consolidated Service View Operator Services CC&B NMS HLR/AuC EIR/SMSC Internet MSC/VLR SS7 Network Border Gateway SGSN GGSN Lawful Interception Gateway (LIG) Charging Gateway GPRS backbone Inter-PLMN network BTS BSC IN network Application Servers Mobile ISP router/firewall Corporate Customer Application Servers IT service centric view

8. Sample Service Model sms-app- Service Customer Services SMS Services sms-app Oracle DB Web- Server sms-app ApplicationIP Network sms-app FirewallIntranet Local director WAN SMS-GW sms-app DriverRouter HTTP Delivery WAP sms-app WAP bearer WAP (IT) sms-app WAP NAMP GW sms-app SMSC-X sms-app SMS Message sms-app SMS Application sms-app MSC-X sms-app SMSC (IT) sms-app

9. Example: Mobile Related Services

10. <Services xmlns="http://www.hp.com/OV/opcsvc" version="1.0"> infrastructure Infrastructure inf_unix inf_win inf_lin From… To…

11. OSS: Example of an operator screen

12. All about your business

13. Reporting on Service Levels

14. hp closing the loop – education services Training & Certifications Certified Technical Consultant & Certified Integration Expert Study Materials & Practice Exams Overview of hp OpenView / IT Service Management Basic Training for hp OpenView Products Network Mgmt System & Application Mgmt Storage & Performance Mgmt IT Service Mgmt www.openview.hp.com/training/

15. additional information Mobile: +971 50 455 4316 eMail: el-houssine.fadil@hp.comel-houssine.fadil@hp.com Software Web Site: www.software.hp.comwww.software.hp.com OpenView Web Site: www.openview.hp.comwww.openview.hp.com Fadil El-Houssine

17. HP OpenView Operations: Distributed intelligence automates management automation acting systems, networks, applications, databases, Internet, services processing collecting presenting Collecting Application and system log files System messages Customer variable Event log Performance monitor SNMP traps and variables MPE/iX console messages Processing Event processing Event filtering, prioritizing and grouping of messages Sophisticated event correlation on selected platforms Acting Buffering messages if management system is down Forwarding messages to pre-defined HP OpenView Operations systems Performing automatic actions

18. User roles: task orientation made easy Task specific views, tools and responsibilities HP OpenView Operations administrators configure task delegation, escalation paths, and monitoring parameters. databasesnetworksperformance expert responsibility for the entire enterprise “Deliver the right information to the right people at the right time” Building 2 Building 1 HP-UXOperator 1 Operator 2 Sun SolarisIBM AIXLinux OpenVms Tru64MS WindowsAS/400 Building 3 Operator 3 Firewalls Oracle DB Proxy Servers Cisco Routers

19. OVO Console for a Network Operator

20. OVO Console for an ERP Operator

21. Synchronization RID Master Replication Latency Multi-master Organizational Units ntds.dit Trees Sites Operations Master Global Catalog Domains Managing MS Active Directory FSMO’s

22. Managing MS Exchange

23. Immediate customer value … with a custom fit Correlation Composer GUI Benefits: Easy fine-tuning of correlators, no programming knowledge required. Correlation Composer correlation tuning process flow Application Admin Cisco admin Customer can fine-tune out- of-the-box correlator System admin Benefits: New developer interface for easy creation of customer-developed correlators

24. Secure communication through new HTTPS Agent Provides out-of-the-box security SSL Authentication SSL Encryption with Server and Client Certificates Based on open Internet Standards HTTP as transport protocol SSL for encryption SOAP (XML) Is firewall-friendly Restrict outside access to dedicated HTTP proxies Reduce port usage via multiplexing over HTTP proxies Remote Control Action Server Firewall Control Management ServerAgent communication broker Port 383 Config/deploy Server Message Server Message Action Config/deploy communication broker Proxy Control Agent Port 383 Message Action Config/deploy communication broker Port 8088 “Secure communication for managing business-critical IT environments is key to the success of an enterprise’s security strategy“

25. application | database management solution Smart Plug-Ins (SPIs) assurance adaptive management infrastructure management service management performance fault srvc mgmt process consulting srvc-driven operations mgment integrated service desk provisioning usage app/db & web srvcs data & storage network services systems & servers a p p l i c a t i o n m a n a g e m e n t smart plug-ins add intelligence to OpenView PRODUCTS events / actions performance service reports service views Application SPIs: SAP R/3, BEA Weblogic, Tuxedo, Remedy, Ms Exchange, AD,.NET, IBM WebSphere, Lotus, Citrix …, Database SPIs: Oracle, Sybase, SQL, Informix, DB2…, Gallery SPIs: TIBCO, Sun ONE, iPlanet,... etc ( 27 SPIs )

26. application | database management solution Oracle Smart Plug-In integration with Oracle Enterprise Manager snapshot reports of DB environment when alerts occur Event / Action monitors key operational activities and events to ensure always on availability includes more than 90 logfile conditions and more than 60 application tools for Oracle management Performance monitors critical Oracle resources, including more than 120 pre-defined performance thresholds for Oracle health and 25 pre-defined performance graphs Service Reports access 29 pre-defined availability, space management, workload and operation reports, with hp OpenView Performance Insight a comprehensive architecture The hp OpenView monitoring architecture for Oracle

27. Integrate virtually any application HP OpenView Operations information flow OVO database OVO service API’s OVO operational API’s OVO config API’s external application Tightly integrate own applications with HP OpenView Operations: HP OpenView Operations for UNIX Developer’s Toolkit Integration guide for developers HP OpenView Interconnect Tools for standard-based integration via message bus Support services

29. On-demand Views

30. Identify the source of your network problems Home Base GUI

32. ROI ProcessesCustomers Initiatives, Projects Mission, Strategy Business HP OpenView Services Configuration, Assets Changes, Projects Calls, Incidents, Problems IT service processes IT service technology Network Systems ApplicationsStorage Revenue Risks Costs

33. Service Desk change Service Desk SLM Service Desk HelpDesk Where Service Desk supports my organization A typical org-chart problem management configuration/inventory/asset/maintenance management account/organization/cost management service planning SLA management project management change management call management incident/trouble management CIO

34. The best solution: HP OpenView Service Desk Pre-defined settings based on ITIL (IT Infrastructure Library) and ITSM best practices reduce implementation effort High flexibility without the need for programming reduces administration effort Tight integration into operational management allows for proactive real time service level management Universal solution for mid- to very large corporations as well as service providers The consolidated database allows a unified workflow that integrates all IT processes

35. HP OpenView Service Desk: ITIL out of the box!

36. Who uses HP OpenView Service Desk? IT Managers, SLA Managers, IT Asset Managers, Project Managers, Change Managers, Problem Managers, Contract Managers Screenshot Process Design Engineers Application/System Specialists Call-Center Employees Network Specialists External Contractors Network Planners Service Planners Contingency Planners Capacity Planners End-Customers Screenshot

37. Rule Manager for processes and escalations

38. Service calls with real-time service views

40. 1 Data Collection 2 Data Management 3 Reporting SNMP and OV Data Other Data OV-PI Reporting Access Collectors, Pollers, DataPipes, etc. User Workstation/PC web server OV-PI Application Server jdbc xml/80 http/80 Data Sources

41. 3 Reporting What has to be collected Where it is to be collected from How it is to be collected (SNMP or Datapipe) Aggregate the data Defines pre-prepared reports ready to use Report Packs

42. Reports from your Internal IT portal

43. Performance by Application Are my interactive applications giving good response? 1.735 sec FTP 0.762 sec Web

44. SLM Reporting

46. Access Management Authentication Authorization Single Sign On Delegation Secure Audit Federation Select Access Unequaled Policy Admin N-Level Delegation Liberty & SAML Federation Tamper Resistant Audit Web Services Security HP OpenView Access and Identity Technology Identity Management Internal/External Users Self Service Workflow Robust Provisioning Modifs/Terminations Delegation Password Mgmt Secure Segmented Audit Select Identity Contextual Identity Mgmt N-Tier Delegated Authority Secure Segmented Auditing 100% Web Based 100% J2EE

47. The HP OpenView Identity Management Solution Services Web Services Client Server Directories Meta-Directories Virtual Directories Applications Messaging Databases CRM ERP Custom Web Web Servers Portal Java App Custom Non Digital Facilities Equipment Entry Control IT AdminAgents Home Office Agents PartnersCustomers Outsourced Admin Select Access Access Control Single Sign On Authorization Select Identity Provisioning, Synchronization External User Provisioning Self Enrollment Self Management Delegated Admin

48. A Picture is Worth a Thousand ACLs* Explicit AllowInherited Allow Conditional Rule Inherited Conditional Rule Explicit DenyInherited Deny Inheritance Tool Tip Authorization policy is inherited over both user and resource groups *Access Control List