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hp OpenView Technical Service Managent Update to STC Fadil El-Houssine

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Presentation on theme: "hp OpenView Technical Service Managent Update to STC Fadil El-Houssine"— Presentation transcript:

1 hp OpenView Technical Service Managent Update to STC Fadil El-Houssine
9/22/2018 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
9/22/2018 Key chalanges in todays market 9/22/2018 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 9/22/2018 HP Service Management HP template

4 Day to Day Operational Challenge’s
9/22/2018 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 9/22/2018 HP Service Management 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”
9/22/2018 Strategic Answer from HP To “Service Management” 9/22/2018 HP Service Management HP template

6 HP’s Adaptive Enterprise Strategy
9/22/2018 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. 9/22/2018 HP Service Management HP template

7 HP Adaptive Management Principles
9/22/2018 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. 9/22/2018 HP Service Management HP template

8 Mapping “ServiceManagement” to the HP ITSM Model
9/22/2018 Mapping “ServiceManagement” to the HP ITSM Model 9/22/2018 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. 9/22/2018 HP Service Management HP template

10 The HP ITSM reference model based on ITIL
9/22/2018 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 9/22/2018 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 9/22/2018 HP Service Management HP template

12 HP OpenView – enables integration across IT processes and technology
9/22/2018 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 9/22/2018 HP Service Management HP template

13 HP OpenView – enables integration across IT processes and technology
9/22/2018 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 9/22/2018 HP Service Management HP template

14 Eliminating the complexity of service management
9/22/2018 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) 9/22/2018 HP Service Management HP template

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

16 Where supports Service Desk my organization
9/22/2018 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 9/22/2018 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 9/22/2018 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 9/22/2018 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) 9/22/2018 HP Service Management

20 Typical implementation/migration cost areas
Installation & data migration Product licenses & support Customization & administration Training 9/22/2018 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 9/22/2018 HP Service Management

22 HP OpenView Service Desk 4.5
9/22/2018 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 9/22/2018 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 9/22/2018 HP Service Management

24 System administrators
9/22/2018 HP Service Management

25 Open & scalable architecture
9/22/2018 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 9/22/2018 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 9/22/2018 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. 9/22/2018 HP Service Management

28 Rule Manager for processes and escalations
9/22/2018 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 9/22/2018 HP Service Management

30 Day to day users 9/22/2018 HP Service Management

31 Building upon Microsoft UI standards.
9/22/2018 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 9/22/2018 HP Service Management HP template

32 Building upon Microsoft UI standards.
Grouping and sorting Ability to specify filters Selection of fields 9/22/2018 HP Service Management

33 Integrated MS desktop solution
9/22/2018 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. 9/22/2018 HP Service Management HP template

34 easy access to knowledge through classification tree
9/22/2018 HP Service Management

35 Internet-enabled client
9/22/2018 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 9/22/2018 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 9/22/2018 HP Service Management

37 Scenario 1 Integration scenario between OVO/Unix & ServiceDesk
9/22/2018 Scenario 1 Integration scenario between OVO/Unix & ServiceDesk 9/22/2018 HP Service Management HP template

38 Normal worldwide SAP operation
9/22/2018 Normal worldwide SAP operation The worldwide SAP system is working well ( Total Service Tree is green ) 9/22/2018 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 . 9/22/2018 HP Service Management HP template

40 Self Healing Instructions
9/22/2018 Self Healing Instructions OVO/Unix operations suggest You some self healing instructions 9/22/2018 HP Service Management HP template

41 Trouble Ticket Annotation
9/22/2018 Trouble Ticket Annotation ServiceDesk returns to OVO/Unix the incident ID, so that the Operator knows that this incident is escalated to ServiceDesk . 9/22/2018 HP Service Management HP template

42 The “Trouble Ticket/Incident” In ServiceDesk
9/22/2018 The “Trouble Ticket/Incident” In ServiceDesk When we look in ServiceDesk we will find the Record with the incident ID . 9/22/2018 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 . 9/22/2018 HP Service Management HP template

44 Drill down into “Configuration Item” Details
9/22/2018 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 . 9/22/2018 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 ) 9/22/2018 HP Service Management HP template

46 Solve “Incident” and close
9/22/2018 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 . 9/22/2018 HP Service Management HP template

47 Back to Normal worldwide SAP operation
9/22/2018 Back to Normal worldwide SAP operation The service is running normal again . 9/22/2018 HP Service Management HP template

48 Scenario 2 Integration scenario between OVO/Unix & ServiceDesk & OVTA
9/22/2018 Scenario 2 Integration scenario between OVO/Unix & ServiceDesk & OVTA 9/22/2018 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 9/22/2018 HP Service Management

50 Thank you for working with Hewlett Packard!
9/22/2018 HP Service Management


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