1. hp OpenView Technical Service Managent Update to STC Fadil El-Houssine
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hp OpenView Technical Service Managent Update to STC Fadil El-Houssine
assess advise act
business aware
3 Th July , 2003
HP template

2. Key chalanges in todays market
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Key chalanges in todays market
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HP Service Management
HP template

3. CIO Challenges Today drive costs down 9/22/2018
restructuring
security
emerging applications
performance
mobility
capacity
increase responsiveness
provide better services
Customer expectations:
More accountability
Vendors should be accountable
for delivering on their commitments
for enabling CIO’s to meet their commitments
More agility
CIO’s want to run IT as a efficiently as every other business function
IT needs resources to flow to where they are required - quickly, easily, efficiently
Best return on IT
An architecture that provides an evolutionary path to building on the present and leading companies to the future
A fresh approach to addressing the complexity challenge with smart technology, not more people
heterogeneity
consumption-based costing
distributed systems
deliver services
outsourcing
P&L contribution
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HP Service Management
HP template

4. Day to Day Operational Challenge’s
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Day to Day Operational Challenge’s
How can I easily map problems from events to services ?
How can I know which geographies are affected by the failure?
How can I access the right application, which offers me analysis flexibility?
How can I specifically configure the portions of data & infrastructure “pain points” ?
How can I manage services by focusing on the impacted customers?
How can I know who to contact & where to locate the responsible person for these services ?
Nodes
Installed software
Application configuration
System config items
Site information, geography location & local contacts
Users
Infrastructure ownership
Customers
Mgmt workgroups & their relationship
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Today’s company’s are structured in a vertical way (HR , R&D, IT,etc ..)
The Service or Services that this company is providing are going horizontally trough all these organizations .
The challenge is to be able to communicate in a controlled way (Be able to Audit what was done ) and to escalate where needed .
is not sufficient to run a controlled business .
Conclusion : You need some support (People, Process, Tools) for the whole company .
HP template

5. Strategic Answer from HP To “Service Management”
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Strategic Answer from HP To “Service Management”
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HP Service Management
HP template

6. HP’s Adaptive Enterprise Strategy
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HP’s Adaptive Enterprise Strategy
It’s the ultimate state of fitness in a world where every business decision triggers an IT event.
Architect and integrate heterogeneous IT environments for stability and control
Business
Establish and maintain a dynamic link between business and IT for business efficiency
Information technology
Optimize resource utilization so supply flows to meet demand for maximum business agility
HP’s Adaptive Enterprise Strategy
“It is not the strongest of the species that survives, not the most intelligent, but the one most responsive to change.” (Charles Darwin)
To win, you need to become an adaptive enterprise. Ultimately, CIO’s are working with their colleagues in the business to create an adaptive enterprise –that is, a company that is able to not just survive the onslaught of change, but a company that’s able to thrive in the face of change.
Ultimate state of fitness – every business decision triggers an IT event. The steps to achieve this: first, stability; then efficiency; finally, business agility
Base view:
IT is in silos today, inefficient, hard to manage horizontally, inflexible but stable. Need is to gain insight into what exists
<Second click>
Some CIO’s are working hard to increase their value to the enterprise, to deliver required services at agreed-upon levels. As more and more IT is outsourced, CIO’s are experiencing the need to track and manage IT in a new way. They are taking that learning and applying it inward – learning new ways to organize their operations
<third click>
once the first two stages are mastered IT organizations are ready to implement the systems, technology and metrics and automation required to enable a completely adaptive enterprise.
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HP Service Management
HP template

7. HP Adaptive Management Principles
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HP Adaptive Management Principles
Management software ensures the right resources are applied to the right problem at the right time
Embrace reality
Control complex, heterogeneous environments
Deploy practical solutions for today
Anticipate innovation for the future
Deliver best Return On IT
Enable agility
Align business priorities and IT systems
Adjust IT resources to business demand
Automate processes
Optimize service portfolio
Improve quality of service
Infrastructure
Business Processes
Assess
Act
Advise
HP Adaptive Management Principles
Management software is the dynamic link between the needs of the business and the technology that meets those needs. And over time management software automates more and more of this process. In an ideal world, the assessment of the current situation would automatically create action, without human intervention. But in most cases that is a distant reality. Human intervention is not only necessary, it's preferred. It's a rare enterprise today that either wants or is ready for a "lights out" operation. So the loop is to first assess, then make a recommendation (advise) followed by action.
When we talk about “MANAGE & CONTROL”, we mean it in a very specific way. All of our software products today embody a common set of design principles. They automate management according to this model: Assess, Advise, and Act. The degree of automation may vary from product to product, based on the sophistication of the underlying infrastructure, but all abide by the same core design approach.
Assess: keep tabs on the state of the system – monitor its status. Gather data – the computing infrastructure is constantly generating information. Application response time, network pipe throughput, refresh rates, storage utilization, and so on. These performance metrics are collected centrally and evaluated against desired targets. This is assessment.
Advise: When the assessment engine determines that something is amiss, or at risk, an adjustment is required to prevent a future problem, the system suggests an action based on correlation and predictive capabilities. Sometimes this is an alert to staff as to the need to look into a situation and may include advice as to what needs to be done.
Act: depending on the degree of sophistication and virtualization of the infrastructure, either software or IT staff can take the necessary action - whether that is software or staff, someone or something issues directives to reallocate computing resources, provision new services, repair damage, or make a configuration change.
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HP Service Management
HP template

8. Mapping “ServiceManagement” to the HP ITSM Model
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Mapping “ServiceManagement” to the HP ITSM Model
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HP Service Management
HP template

9. 9/22/2018
ITIL inside
HP OpenView Service Desk pre-defined settings are based on the ITIL industry standard
ITIL (IT Infrastructure Library) is a set of 50 books which describe best practices for IT service management processes
Used by over large industry leading companies
Can be used to obtain an ISO certification
HP’s IT service management reference model is based on ITIL
Before we start talking about service desk it’s important to be aware that the IT service management concept is based on the ITIL methodology. Both the hp ITSM Reference Model as well as service desk are based on this methodology.
ITIL stands for IT infrastructure library. ITIL consists basically of a set of books that describe the best practices of IT organizations world wide in performing certain processes. Besides the ITIL booklet there is also a booklet available that summarizes the ITIL processes.
Those books include Configuration management, Help Desk, Incident management, Problem management, Change management, service Level management and much more.
The acceptance of ITIL is growing fast on a world wide basis. One of the driving forces behind the concept is the IT service management Forum (ITSMF) which is driven by ITIL user organizations. The ITSMF publishes articles on ITSM related topics and organizes events.
The ITIL methodology has many benefits, to name a few:
- ITIL is freely available and the development of the methodology is not
vendor related;
- ITIL publishes tons of useful experiences by other companies
who perform the same tasks for the same processes that are
common for most IT organizations.
ITIL implementations can be used to obtain an ISO certification.
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HP Service Management
HP template

10. The HP ITSM reference model based on ITIL
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The HP ITSM reference model based on ITIL
Business - IT Alignment
Operations Bridge
business
assessment
incident
management
operations
management
customer
management
IT strategy
development
problem
management
Service Delivery Assurance
configuration management
service
planning
service level
management
change management
release to
production
security
management
build &
test
availability
management
capacity
management
cost
management
Service Design & Management
Service Development & Deployment
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HP Service Management
1. In Business/IT alignment we define the vision and strategy , also new services are defined and are assigned to “service design and management” .
2. In “service design and management” we define the feasibility from a technical and financial point and if this is feasible then we assign this to “service development and deployment “
3.When the solution is developed and deployed , it will be assigned to the “service operations” .
4.In “service operations” we will maintain and manage the service , if some major changes or SLA violations are generated , then we assign them to
“service delivery assurance” and create a closed loop between all quadrants .
HP template

11. 9/22/2018
Mapping elements from the “ITSM” framework towards supportive technology’s
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HP Service Management
HP template

12. HP OpenView – enables integration across IT processes and technology
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HP OpenView – enables integration across IT processes and technology
Service process management
call, incident, problem
work, change, project
config, asset
SLA
Today "service management" is a big word and depending on who you talk to, it has different meanings. Some people think more about managing the infrastructure technology, others think about the people and processes required to deliver and run a service.
However, successful service management demands a strong alignment between both technology management and process management.
HP’s new integrated service management solution covers all aspects of service management for all types service providers.
Hewlett-Packard has brought Service Desk and the underlying technology service management solutions to a new level of integration which is unparalleled in the industry. This solution not only immediately shows when, where and why problems occur, but also which customer or business service is affected.
network
system
application
storage
Service technology management
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HP Service Management
HP template

13. HP OpenView – enables integration across IT processes and technology
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HP OpenView – enables integration across IT processes and technology
Service process management
Service Desk
call, incident, problem
work, change, project
config, asset
SLA
The Service Desk product has 3 modules has the modules:
HelpDesk: includes call, incident, problem, work, asset and config also includes service pages: Customers can request service, see service status and FAQs online
Change: includes work, changes, project, asset and config
Service Level Manager: includes services and SLAs, asset and config
network
system
application
storage
Service technology management
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HP Service Management
HP template

14. Eliminating the complexity of service management
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Eliminating the complexity of service management
Management from service perspective
Administration & Configurations
Operations
Definition of service centric views
GUI guided service view definition
shared service repository
network, systems, applications, business services
Automated discovery
Immediate customer impact visualization
service component
failure
How the complexity of service management is eliminated with HP OpenView is outlined in this use case scenario. HP OpenView products building the solution for this use case are: HP OpenView Operations for Unix + HP OpenView Smart Plug-Ins + HP OpenView Service Navigator + HP OpenView Service Navigator Value Pack + HP OpenView Service Desk.
The IT infrastructure and application elements are automatically discovered (via Smart Plug-Ins) and populated into the new, shared OV service repository. Customer, organization, business service, etc. information is entered into HP OpenView Service Desk and stored in the shared service repository as well.
With the HP OpenView Service Navigator Value Pack service centric views are defined using the new graphical user interface technology and basing on the shared service repository. The defined service views are activated on the HP OpenView Service Navigator systems.
HP OpenView Operations monitors the availability and health of the service. Once a service component fails, it immediately notifies the operator about the problem, and visualizes the customer impact in the HP OpenView Service Navigator service views.
The HP OpenView Service Navigator helps now to identify the root cause of the service failure. For this it provides the ability to drill down to detailed information and actions, even x-domain. For example, through the new level of integration between HP OpenView Service Navigator and HP OpenView Service Desk, even the change history of a specific service component, or all open calls related to it can context sensitively be loaded from the Service Navigator.
Having all information from all x-domains on hand, enables the incident correlation to 1 problem.
Once the source of the problem is identified, it can be resolved or a change request to resolve it can be issued.
This is in short the use case description. As you have seen, the linkage between the in principle different tasks of administration & configuration and operations is of key importance.
The news added with the HP OpenView Service Navigator Value Pack are in recap:
Shared service repository
GUI guided service view definition
Customer information available from within the infrastructure management
Customer service calls and change history in context of Service Navigator
customer service calls and change history in context of service navigator
customer information available from within infrastructure mgt.
Incident correlation from x-domains to 1 problem
performance alert
e2e response time alert
availability alert
helpdesk customer call
consolidated
problem
record
Problem resolution/ change mgt. request
Service failure root cause identification (x-domain)
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HP Service Management
HP template

15. 9/22/2018
One of the major contributing module of “Service Management” HP ServiceDesk
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HP Service Management
HP template

16. Where supports Service Desk my organization
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Where supports Service Desk my organization
Service Desk HelpDesk
Service Desk change
Service Desk SLM
IT – manager CIO
call management
change management
SLA management
incident/trouble management
project management
service planning
problem management
account/organization/cost management
A typical org-chart
configuration/inventory/asset/maintenance management
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HP Service Management
This picture is a typical org chart of an IT or service provider organization. Do you recognize some of your teams?
Service Desk is the HP OpenView component which helps all your teams to meet your service level agreements with your customers.
You have 2 options to meet your customer service level agreements. Either you buy the service or you provide it with your own resources, or a combination of both. HP OpenView helps you to make the best decision and it helps you to manage and optimize both options.
HP OpenView gives you the best open views on your resources, your work, your business partners and agreements because all that is stored in one consolidated database.
Configuration management has 3 aspects:
-         It shows you inventory information about all your servers, PCs, network devices, software, cables or any other item.
-         It also gives you asset information such as status, location, owner, vendor, price and maintenance or leasing contracts.
-         And last but not least you can also see how the items relate to each other and depend on one another.
 The better your teams are organized the more efficient they can work. HP OpenView shows you who works in which workgroup and in which organization. You can also store information about external people and companies.
Services and service level agreements are of course also represented. It is important to not only manage the services which you provide to your customers but also those which you receive from other service providers. 
The HelpDesk is your consolidated point of contact for all calls from persons. No matter if they come in via phone, or the self-service-pages. When a new call comes in, HP OpenView automatically tells which company is calling and which service levels they get.
 If you use integrations to monitor applications you can make automatically detected incidents visible in HP OpenView Service Desk, and you can manage them. This brings you into a more pro-active position.
 A Problem represents the root cause of one or multiple incidents or service calls.
 IT will never be the same. IT is changing, very fast. And those changes need to be managed. This means they need to be risk analyzed, approved, implemented at the right time without disrupting a service, and verified. An example for a change is a storage extension or a new network connection.
 A change, problem, incident or service call can require multiple workorders. Those workorders can be assigned to individual persons or to a workgroup and they can depend on each other. A similar change requires similar work. Therefore you can create change templates with workorders already predefined. As soon as this change template is activated, all the workorders will also be activated. This saves a lot of time, especially if changes like that happen very often.
 Projects, like big service rollouts which require a lot of changes, can also be managed. HP OpenView has special views like a Gantt chart or a Pert chart.
 As you see HP OpenView Service Desk as only one HP OpenView component includes many modules. You can buy those modules separately.
< click the mouse 
Some customers only want to solve a particular problem, for example HelpDesk or change management. This is why HP OpenView Service Desk is a suite of modules, which can be bought separately. Some areas are included in all the modules.
Additional explanation:
The tool helps to plan all the steps from beginning to end before executing a change.
It has an approval mechanism before the change can be executed.
It shows you the impact of a change.
It gives you an overview of the other changes that are planned => no conflicts.
It suggests to you the best moment to execute a change with the least impact on you agreed upon by SLAs.
It can help you with reporting on human failure so you can create a learning organization.
It helps you with updating the Configuration database when the change is executed.
It can automatically escalate calls when people forget.
It helps you to get the preferred solution group when needed.
It automatically correlates services, CIs, problems, changes, incidents and service calls when needed.
It gives you an overview of all the work that is still assigned to you, so you cannot forget
It shows you when people need to be trained.
It provides you with solutions to problems which have already occurred in the past.
and lots more!
HP template

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

18. Managers and planners 9/22/2018 HP template
Today HP is using the product successfully at several places like the ECSC (HP European Customer Support Center) and at HP software online worldwide.
The next larger rollout is planned at HP operations for global workflow and service management. This is part of a large improvement project.
Managers and planners
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HP Service Management
HP template

19. IT asset management HP OpenView Inventory Financial basics Connections
Service level dependencies
Workflow dependencies
Downtime scheduling
Discovery
Depreciation reporting
E-procurement
No (partner with ERP)
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HP Service Management

20. Typical implementation/migration cost areas
Installation & data migration
Product licenses & support
Customization & administration
Training
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HP Service Management

21. How HP helps to save costs
Free service pages
One user license allows access to all modules
Server scalability
ITIL inside (best practices pre-defined)
HP’s ODBC/XML data extract and import technology
Business logic rule wizards
Application design without programming
For users:
MS Outlook GUI
Free computer based training
For administrators:
Standard interfaces and APIs (Java/XML)
Installation & data migration
Product licenses & support
Customization & administration
Training
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HP Service Management

22. HP OpenView Service Desk 4.5
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HP OpenView Service Desk 4.5
The latest and greatest
Many process workflow and usability enhancements
Extended SLA definition and reporting
Shares SLA metrics with HP OpenView Internet Services
Shows Service Navigator health status online
Application server platform extension to HP-UX and Solaris
New process workflow and usability enhancements:
control order of execution of time related work orders
drag & drop to create relations
create item and copy values from current item
new automatic task planning uses new opening hours and holidays for workgroups
application server GUI shows status & performance,
export of Administrator settings from one HP OpenView Service Desk environment and import into another Service Desk Environment
Find more details in the Release Notes
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HP Service Management
HP template

23. Success for managers and planners
Industry standards built-in (ITIL inside)
Many pre-integrated solutions
Project management
Run IT as a service business
Easy access to management information
Multiple time zones & languages
Generate your own language or use language packs for english,…
Spanish
French
German
Japanese
Korean OR OR OR OR
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HP Service Management

24. System administrators
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HP Service Management

25. Open & scalable architecture
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Open & scalable architecture
Java Client
Java Client
ODBC
Event
XML
Java API
CTI
Self-service Pages
(multi-thread)
(multi-thread)
data cache
data cache
Compressed communication
TCP/IP
Application Server
Application Server
repository cache
auto-load-balancing
customize “on the fly”
Web Server
TCP/IP
Database
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HP Service Management
The unique business benefits of HP OpenView Service Desk.
Oracle or MS SQL servers can be used as databases. The application server runs on Windows NT or Java Clients run on Win 95, 98, NT or To run Self-Service Pages you need either an Apache web server or Microsoft IIS.
<< click mouse >>
Openness
Here are just some of the reasons why HP OpenView is called HP OpenView.
You can use ODBC for open data access on table or field level e.g. to create special reports. A data dictionary will help you. There is also a Java programming guide to help you integrate on the Java object level.
An XML interface is a must for an IT Service Management application because it has to interact with many other data applications. This Interface not only imports data, such as persons or configuration items, but also relations and dependencies between those items. It also includes an ODBC extractor for applications, which does not have an XML data interface. An ini file where you write down the tables, fields and relations from the data source, can easily configure this extractor. So you don’t have to be a SQL expert to do this.
Use the command line event interface to create, modify or delete items (e.g. service calls, or incidents) from any Windows or Unix system over the network
For the outward direction it’s very easy to create a rule that automatically calls a command also on any Windows or Unix system for example when a service call is closed. Another rule action can also be an for example to remind somebody 2 hours before a deadline occurs.
The application server can also receive s and automatically create a service call out of it. Attachments are automatically attached to the service call.
CTI is short for Computer Telephony Integration. A CTI application can use the CTI interface to pop up a list of the caller’s open calls.
Scalability:
A multi-threaded client allows the call center to be much faster, because they can work on a call while an advanced find is running at the same time.
To reduce network bandwidth the server connection is compressed and the client has a data cache. So communicating to the server via a slow connection over Wide Area Network is no longer an issue.
In case one an application server should be a bottleneck, just add another one.
Multiple application servers can do load balancing and auto-take-over in case one fails. This ensures an always-on working environment for your organization.
HP OpenView Service Desk also supports "customize on the fly” so you don’t have to wait for the weekend to compile and activate a new setting.
HP template

26. Align IT processes globally
Application servers (Windows NT/2000)
clients
WAN
clients
clients
clients
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HP Service Management

27. Application design without programming
specify multiple forms, and multiple views on data
field selector
add tab pages and drag and drop fields from selector to WYSIWYG form.
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HP Service Management

28. Rule Manager for processes and escalations
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HP Service Management

29. Success for system administrators
Open and scalable and fast
Application design without programming
Easy to learn
Easy to install
Easy to configure and integrate
Easy client maintenance
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HP Service Management

30. Day to day users
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HP Service Management

31. Building upon Microsoft UI standards.
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Building upon Microsoft UI standards.
The unique user interface of service desk is enabling rapid acceptance and understanding of the HelpDesk user .
Also, the MS Outlook functionality is incorporated
- Grouping and sorting directly from the data view, ensuring rapid overviews
- Launch your desktop applications from the taskbar, easily and quickly
- Table or Explorer View , which suits the user best
Tree view
Table view
Launch your desktop application
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HP Service Management
HP template

32. Building upon Microsoft UI standards.
Grouping and sorting
Ability to specify filters
Selection of fields
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HP Service Management

33. Integrated MS desktop solution
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Integrated MS desktop solution
select data, copy and paste or drag and drop to any application
From the HP OpenView Service Desk console, users can easily drag and drop data into other MS applications for reporting or other purposes.
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HP Service Management
HP template

34. easy access to knowledge through classification tree
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HP Service Management

35. Internet-enabled client
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Internet-enabled client
web browser
The build in Internet browser can be used to access
Web based tools
Knowledge bases
Web pages (for example process descriptions)
browsing in console
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HP Service Management
HP template

36. Success for day-to-day users
A familiar user interface
Easy to learn and use
Easy data entry and retrieval
Easy access to knowledge bases
Easy access to related information (e.g. changes, SLAs, incidents)
Easy to adjust to your needs
Self-service pages for end-customers
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HP Service Management

37. Scenario 1 Integration scenario between OVO/Unix & ServiceDesk
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Scenario 1 Integration scenario between OVO/Unix & ServiceDesk
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HP Service Management
HP template

38. Normal worldwide SAP operation
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Normal worldwide SAP operation
The worldwide SAP system is working well ( Total Service Tree is green )
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HP Service Management
HP template

39. Incident Propagation 9/22/2018 HP template
The worldwide SAP system gets a Major incident “ Tablespaces with free space too low in Exterminator_DB” .
Due to the modeling , this will propagate trough the “Exterminator” system , Apollo R&D who is in Singapore operations and global operations .
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HP Service Management
HP template

40. Self Healing Instructions
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Self Healing Instructions
OVO/Unix operations suggest You some self healing instructions
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HP Service Management
HP template

41. Trouble Ticket Annotation
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Trouble Ticket Annotation
ServiceDesk returns to OVO/Unix the incident ID, so that the Operator knows that this incident is escalated to ServiceDesk .
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HP Service Management
HP template

42. The “Trouble Ticket/Incident” In ServiceDesk
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The “Trouble Ticket/Incident” In ServiceDesk
When we look in ServiceDesk we will find the Record with the incident ID .
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HP Service Management
HP template

43. Incident Details 9/22/2018 HP template
We open the record , to see the details .
All details are automatically filled in by OVO/Unix .
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HP Service Management
HP template

44. Drill down into “Configuration Item” Details
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Drill down into “Configuration Item” Details
We are going to open the detailed information about the “CI” .
This to see what could be the related information and impact .
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HP Service Management
HP template

45. Customer Impact 9/22/2018 HP template
There are some users/customers involved in this incident .
This gives us a way to handle proactive (Fix the Incident before users are calling )
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HP Service Management
HP template

46. Solve “Incident” and close
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Solve “Incident” and close
We change some parameters and the Incident is gone from a technical perspective .
We put the incident in the “close” status , this will acknowledge automatically the event in OVO/Unix .
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HP Service Management
HP template

47. Back to Normal worldwide SAP operation
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Back to Normal worldwide SAP operation
The service is running normal again .
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HP Service Management
HP template

48. Scenario 2 Integration scenario between OVO/Unix & ServiceDesk & OVTA
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Scenario 2 Integration scenario between OVO/Unix & ServiceDesk & OVTA
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HP Service Management
HP template

49. service level management with integrated SLA measurement
Create supporting SLOs
Define SLAs
Export to IS
Monitor using dashboard
Visualize Statistics
Auto create service map
Exception Monitoring
Relate incidents to SD SLAs
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HP Service Management

50. Thank you for working with Hewlett Packard!
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HP Service Management