1. Service Management Peter Williams Managing Consultant
OV Solutions Team
Hewlett-Packard Company

2. Session Objectives... To answer these questions:
What is IT Service Management?
What are the core components of IT Service Management?
How can this be achieved?
How do you REALLY do it?
What I want to discuss with you is three simple thoughts, so simple they take only seven words to express… ideas that may seem obvious and even not worth stating… but we’re finding that our environment is changing so fast, the confusion level is so high, the claims being made are so expansive, that it’s time to go back to basics and make sure all of us, and all of you, and the rest of the world know what OpenView really stands for.
You’re going to see and hear more of this from us in the months to come, as we base our 1999 communications on these simple ideas.
So first let’s talk about the statement “OpenView works.” The obvious response is “let’s see you back that up with hard data…”

3. What is IT Service Management?
ITSM drives
services up
Process flow
Costs
Services
Input
Output
The IT
factory
What I want to discuss with you is three simple thoughts, so simple they take only seven words to express… ideas that may seem obvious and even not worth stating… but we’re finding that our environment is changing so fast, the confusion level is so high, the claims being made are so expansive, that it’s time to go back to basics and make sure all of us, and all of you, and the rest of the world know what OpenView really stands for.
You’re going to see and hear more of this from us in the months to come, as we base our 1999 communications on these simple ideas.
So first let’s talk about the statement “OpenView works.” The obvious response is “let’s see you back that up with hard data…”
ITSM drives
costs down

4. Service Management Model
Managing
Expectation
Managing
Information
Managing
Resources

5. The Essential Elementshp
Products
People
Customers tell us that OpenView works not just because it’s great software, but because it embraces everything needed to do management right.
Most important is that OpenView provides the right combination to form a complete solution: software, approach, services, partners, company.
CUSTOMER: [Olivier: Telecom Italia is in the Prague audience. They have approved and would appreciate being mentioned in your keynote…]
Telecom Italia -- the #6 telecom operator worldwide -- has chosen OpenView for three very large management projects in
1) Outsourced Network services
2) Customer Care
3) Lotus Notes Outsourcing services.
Their customer service center supports 400 operator's workstations, which OpenView manages.
The projects have been extremely successful thanks to the completeness of the OpenView offering and the HPC deployment [what does HPC mean? GM to ask Cesare].
The OpenView deployment was decided in spite of an initial choice that Telecom Italia made for Tivoli that did not bring the expected results.
Process x y z a b

6. People It’s the people who will make or break the project
Pro-active communication is essential
Roles & responsibilities must be clear
Migration will be important and needs detailed planning
Perhaps you also have people related project objectives
Challenge of skills scarcity
Customers tell us that OpenView works not just because it’s great software, but because it embraces everything needed to do management right.
Most important is that OpenView provides the right combination to form a complete solution: software, approach, services, partners, company.
CUSTOMER: [Olivier: Telecom Italia is in the Prague audience. They have approved and would appreciate being mentioned in your keynote…]
Telecom Italia -- the #6 telecom operator worldwide -- has chosen OpenView for three very large management projects in
1) Outsourced Network services
2) Customer Care
3) Lotus Notes Outsourcing services.
Their customer service center supports 400 operator's workstations, which OpenView manages.
The projects have been extremely successful thanks to the completeness of the OpenView offering and the HPC deployment [what does HPC mean? GM to ask Cesare].
The OpenView deployment was decided in spite of an initial choice that Telecom Italia made for Tivoli that did not bring the expected results.

7. Process
A series of inter-dependent management & operational activities
May traverse organisation and/or geography
In fact the process ‘model’ defines your product integration needs…
IT Infrastructure Library
Public domain
Best practice
Addresses full service management spectrum
Customers tell us that OpenView works not just because it’s great software, but because it embraces everything needed to do management right.
Most important is that OpenView provides the right combination to form a complete solution: software, approach, services, partners, company.
CUSTOMER: [Olivier: Telecom Italia is in the Prague audience. They have approved and would appreciate being mentioned in your keynote…]
Telecom Italia -- the #6 telecom operator worldwide -- has chosen OpenView for three very large management projects in
1) Outsourced Network services
2) Customer Care
3) Lotus Notes Outsourcing services.
Their customer service center supports 400 operator's workstations, which OpenView manages.
The projects have been extremely successful thanks to the completeness of the OpenView offering and the HPC deployment [what does HPC mean? GM to ask Cesare].
The OpenView deployment was decided in spite of an initial choice that Telecom Italia made for Tivoli that did not bring the expected results.

8. Product
Frameworks were popular - but 75% of implementations don’t succeed (Gartner)
Building block approach is more flexible
The ‘right’ integration is important
Investment protection is a must
3 core functional areas to consider:
Availability
Deployment
Service Management
Customers tell us that OpenView works not just because it’s great software, but because it embraces everything needed to do management right.
Most important is that OpenView provides the right combination to form a complete solution: software, approach, services, partners, company.
CUSTOMER: [Olivier: Telecom Italia is in the Prague audience. They have approved and would appreciate being mentioned in your keynote…]
Telecom Italia -- the #6 telecom operator worldwide -- has chosen OpenView for three very large management projects in
1) Outsourced Network services
2) Customer Care
3) Lotus Notes Outsourcing services.
Their customer service center supports 400 operator's workstations, which OpenView manages.
The projects have been extremely successful thanks to the completeness of the OpenView offering and the HPC deployment [what does HPC mean? GM to ask Cesare].
The OpenView deployment was decided in spite of an initial choice that Telecom Italia made for Tivoli that did not bring the expected results.

9. Product Integration Traditional "point" solutions
"Process-Enabling" Technologies
Process A
Process D
Process C
Process E
Process B
Process n..
Customers tell us that OpenView works not just because it’s great software, but because it embraces everything needed to do management right.
Most important is that OpenView provides the right combination to form a complete solution: software, approach, services, partners, company.
CUSTOMER: [Olivier: Telecom Italia is in the Prague audience. They have approved and would appreciate being mentioned in your keynote…]
Telecom Italia -- the #6 telecom operator worldwide -- has chosen OpenView for three very large management projects in
1) Outsourced Network services
2) Customer Care
3) Lotus Notes Outsourcing services.
Their customer service center supports 400 operator's workstations, which OpenView manages.
The projects have been extremely successful thanks to the completeness of the OpenView offering and the HPC deployment [what does HPC mean? GM to ask Cesare].
The OpenView deployment was decided in spite of an initial choice that Telecom Italia made for Tivoli that did not bring the expected results.
Many "disconnected" technologies
No process linkages
Technologies tied to process
Complete with process linkages

10. management repository Desktop Administrator
OpenView Portfolio
HP OpenView IT Service Management Console
IT Service Management
HP OpenView Enterprise Console
Operations Management
Mainframe Management
Solve:Operations
~400 OpenView Partner Solutions
Application &
System Man.
IT/Operations
ManageX
GlancePlus/MWA/PV
SMART Plug Ins
Network
Man.
Network Node Manager
NetMetrix
Desktop &
Software Man.
IT/Administrations
Desktop Administrator
Software Distributor
Storage
Man.
OmniBack II
OmniStorage
IT Service
Man.
IT Service Manager
Security
Man.
Access Manager
Node Sentry
Customers tell us that OpenView works not just because it’s great software, but because it embraces everything needed to do management right.
Most important is that OpenView provides the right combination to form a complete solution: software, approach, services, partners, company.
CUSTOMER: [Olivier: Telecom Italia is in the Prague audience. They have approved and would appreciate being mentioned in your keynote…]
Telecom Italia -- the #6 telecom operator worldwide -- has chosen OpenView for three very large management projects in
1) Outsourced Network services
2) Customer Care
3) Lotus Notes Outsourcing services.
Their customer service center supports 400 operator's workstations, which OpenView manages.
The projects have been extremely successful thanks to the completeness of the OpenView offering and the HPC deployment [what does HPC mean? GM to ask Cesare].
The OpenView deployment was decided in spite of an initial choice that Telecom Italia made for Tivoli that did not bring the expected results.
Network Access
Network
Systems
Apps
Databases
Desktop
UNIX Mainframe NT NetWare

11. Service Model = Business Impact

17. In Conclusion HP OpenView is the enabling technology
“Service Level Management is the process of managing a delivered IT service, in terms of quality, quantity and cost **”
The essential elements are People, Process and Product.
HP OpenView is the enabling technology
Customers tell us that OpenView works not just because it’s great software, but because it embraces everything needed to do management right.
Most important is that OpenView provides the right combination to form a complete solution: software, approach, services, partners, company.
CUSTOMER: [Olivier: Telecom Italia is in the Prague audience. They have approved and would appreciate being mentioned in your keynote…]
Telecom Italia -- the #6 telecom operator worldwide -- has chosen OpenView for three very large management projects in
1) Outsourced Network services
2) Customer Care
3) Lotus Notes Outsourcing services.
Their customer service center supports 400 operator's workstations, which OpenView manages.
The projects have been extremely successful thanks to the completeness of the OpenView offering and the HPC deployment [what does HPC mean? GM to ask Cesare].
The OpenView deployment was decided in spite of an initial choice that Telecom Italia made for Tivoli that did not bring the expected results.