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Service Management

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

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Service Management

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  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?

  3. What is IT Service Management? ITSM drives services up Process flow Costs Services Input Output The IT factory ITSM drives costs down

  4. Service Management Model Managing Expectation Managing Information Managing Resources

  5. The Essential Elements hp Products People 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

  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

  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

  9. Product Integration "Process-Enabling" Technologies Traditional "point" solutions Process A Process D Process C Process E Process n.. Process B • Many "disconnected" technologies • No process linkages • Technologies tied to process Complete with process linkages

  10. management repository HP OpenView IT Service Management Console IT Service Management ~400 OpenView Partner Solutions HP OpenView Enterprise Console Application & System Man. Operations Management Desktop & Software Man. Network Man. Storage Man. IT Service Man. Security Man. IT/Operations ManageX GlancePlus/MWA/PV SMART Plug Ins Network Node Manager NetMetrix IT/Administrations Desktop Administrator Software Distributor OmniBack II OmniStorage Access Manager Node Sentry IT Service Manager OpenView Portfolio Mainframe Management Solve:Operations NetworkAccess Network Systems Apps Databases Desktop UNIX Mainframe NT NetWare

  11. Service Model = Business Impact

  12. In Conclusion “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

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