IT Service Management

1. IT Service Management

2. IT Service Management - Overview • Evolution of IT Management • OpenView building blocks • The VPO client/server architecture • VPO users and task orientation. • The Motif and Java GUIs. • Flexible Management and High Availability • The configuration of services within VPO and other OpenView products. • Smart Plug-ins (SPIs). • Event Correlation Services (ECS) • Security features available for VPO. • Application Programming Interfaces (APIs) • VPO licensing and product structure. IT Service Management

3. IT Service Management Distributed C/S Management Network Management Systems Management Evolution of IT Management IT Service Management

4. Availability Expectations Performance Cost Effectiveness What is expected from IT? IT Service Management

5. Service Management Components • Commit • Define and manage to the Service Level Agreement • Plan and manage the cost of service delivery • Deploy • Deploy client/server services to the business end-user • Operate • Manage the IT infrastructure and technologies • Manage critical applications across the enterprise • Manage the Internet challenges • Link the rapidly growing Windows NT centric environments to the application and service-level management IT Service Management

6. HP OpenView VantagePoint OperationsService Management Dimensions IT Service Management

7. management repository HP OpenView IT Service Management Console IT Service Management ~400 OpenView Partner Solutions HP OpenView Enterprise Console Operations Management Desktop & Software Man. Network Man. Storage Man. IT Service Man. Security Man. Network Node Manager Agilent NetMetrix IT/Administrations Novadigm Radia Software Distributor OmniBack II OmniStorage Access Manager Node Sentry IT Service Manager VP Service Desk NetworkAccess Network Systems Applications Databases Desktop UNIX Mainframe NT NetWare OpenView Building Block Architecture Mainframe Management Solve:Operations Application & System Man. VP Operations ManageX GlancePlus/VP Perf. SMART Plug-Ins IT Service Management

8. The VPO Client/Server Concept Managed Nodes Events Events are occurrences on Managed Nodes. Event trigger messages Managed Nodes are monitored and controlled by the Management Server Messages Actions Management Server Communication The Management Server is the central computer to which all managed nodes forward their messages. Multiple management servers may share management responsibilities. Communication between the Managed Nodes and the Management Server consists of messages and actions IT Service Management

9. Collecting Processing Acting • SNMP Traps & Variables • Application and System Logfiles • MPE/iX Console Messages • System messages • Customer variables • Filter • Prioritize • Group • Thresholds • Forward to server • Store in database • Display on screen • Start any integrated application/script • Automatic and Operator-initiated actions • Open virtual terminal • Command broadcast • Escalate problems to other VPO systems Agent Agent Sequent Symmetry HP 9000/700 HP 9000/800 Agent Windows 2000 Agent HP 3000/900 Agent Agent Agent Agent Agent IBM SGI RedHat SCO SUN DEC Windows NT RS/6000 IRIX Linux Unix SPARC ALPHA HP OpenView VantagePoint Operations Agent Agent IT Service Management

10. Open Agent • Provides a common agent infrastructure: Open Agent • Operations and Problem Management • Configuration and Change Management • SMS Management • Other announcements to come... • Configuration and installation of VPO and ITA Agents from a central common location; common agent software distribution and installation mechanism • Communication technology and strategy for VPO and ITA aligned • Integration of other agents possible • Reduced agent footprint • Easier maintenance and support IT Service Management

11. Administrator Operators Managed nodes HP OpenView VantagePoint OperationsUser Roles • Administrator • Set up users with defined responsibilities and user rights • Nodes can be added or deleted • Configuration of monitoring parameters • Operator • View messages and set-up user specific browser filters • Reusable user definitions via hierarchical • virtual users (User Profiles) • Run pre-configured actions on messages, e.g. acknowledge, own/disown, perform action,… • Control assigned nodes with pre-defined applications IT Service Management

12. Example: Task OrientationTask Specific Views, Tools and Responsibilities VPO Administrators Configure Task Delegation, Escalation Paths, and Monitoring Parameters Operator 1 Building 1 HP-UX Sun Solaris IBM AIX Windows NT Operator 2 Building 2 HP-UX Novell NetWare Siemens Sinix Windows NT Expert Responsibility for the Entire Enterprise Databases Networks Performance IT Service Management

13. VPO Enterprise Console Managed Node Window/IP Map • End-to-end view of operator's management domain • Problems identified with severity colors • Automatic discovery • On-Demand submaps Message Browser • Display of all incoming messages • In-depth message details • User guidance • Event escalation • Message ownership • Consistent presentation IT Service Management

14. VPO Enterprise Console Message Group Window • Logical grouping of incoming messages for quick problem identification and trouble shooting Application Desktop • Operator's "toolbox" with all integrated management tools readily available for network and systems management • Open for the integration of additional tools, scripts and applications IT Service Management

15. Explorer-like tree view JAVA Based Operator GUI IT Service Management

16. Flexible Management ConceptsBased on Location, Time, and Expertise IT Service Management

17. Follow-the-Sun Management Time independence & continuous operation • Messages can be sent to different VPO managers depending on time of day • Tasks can be delegated between managers during peak hours • After-hours IT management world-wide with no need for local IT management teams IT Service Management

18. Message Escalation Transferring messages to other predefined management servers • Being more capable to handle the problem • Instead of forwarding messages to an external notification or trouble ticket service IT Service Management

19. Task-Based IT-Competence Centers Faster and more accurate problem resolution • Forwarding of messages to different management servers and operators, depending on the task or severity, through intelligent nodes IT Service Management

20. Manager-to-Manager Communication • Provides ability to forward a message from one management server to multiple management servers. • Message updates (action status, annotations,...) are also propagated. • Problems automatically acknowledged on other management servers when the problem has been solved at the initiating location. IT Service Management

21. Backup Server Concept Improves the availability of your systems, applications and databases • Backup server concept between VantagePoint Operations management servers to eliminate the single point of failure IT Service Management

22. Using MC/ServiceGuard, Sun Cluster, or SP2/HACMPEliminating the Single Point of Failure Operator Operator Operator Operator Display Stations Display Stations Shared disk VPO Management Server VPO Management Server VPO Management Server Intelligent Agents Intelligent Agents IT Service Management

23. 08:00 18:00 22:00 Scheduled Outages • Components in a distributed environment are unavailable for the end-user during planned, recurring periods of time • Outages can be set dynamically • The messages can be suppressed (e.g. system fall- down, maintenance modes) or directly logged in the history browser IT Service Management

24. 08:00 20:00 08:00 20:00 07:59 Service Hours • Messages are buffered until the next service time and then moved to the message browser • Get messages only during service hours IT Service Management

25. OpenView VantagePoint Navigator Runs in a Web Browser or as standalone JAVA application Service-specific pop-up menu with appropriate actions More efficiency through easy identification of the root cause and the impacted services IT Service Management

26. HP OpenView VantagePoint Reporter Write reports by using the VPO Database Manual: • Service Reports record the provided services and crosscheck with the specified SLA criteria • A data dictionary listing all fields, their meaning, their data format and possible values • Examples (Service Reports) show how to write a report IT Service Management

27. SMART Plug-Ins are Fully Integrated • SMART Plug-Ins are not discrete management tools • Use existing HP OpenView User Interface, management server, and agent infrastructure • Full process integration, e.g. pre-configured message grouping, application bank, node bank • Leverage of HP OpenView One platform to manage networks, systems, middleware, databases and applications! IT Service Management

28. Application Quality of Service IT Service Management

29. Event Correlation Services (ECS)Concepts Available on Windows NT and SUN Solaris agents • Event Correlation Concept • Correlate events from networks, systems, applications, databases and the Internet resulting in reduced and more meaningful messages for the operators • Correlation at central management server and local intelligent agents on HP-UX, SUN Solaris and Windows NT agents • Expedites problem resolution by identifying the true source of problems and events • Integrate other correlation applications and use them as an additional information resource or to execute commands as part of the event processing (‘annotate node’) • Seamless integration in VantagePoint Operations IT Service Management

30. VPO Managed Node Firewall VPO Managed Node Security Concepts • System Security • VPO Management Server installable on C2 secured system • Manually installable agents • Port Security • Management through firewalls allows managed objects on the Internet • Network Security • DCE Security Services based on Kerberos technology • Encryption, authorization, authentication • User Security • Advanced Auditing of actions performed by administrators and operators • Operators run VPO Motif GUI under their own UNIX user account • Advanced Network Security & Generic Security Service • Where DCE is not available or as additional security on top of DCE • Public Key Infrastructure • Open and flexible security solution based on key encryption. • Secure Socket Layer • Secures management server and Java-based GUI communication through a firewall. VPO Management Server Secure DCE-RPCs Secret Key Encryption Secure Socket Level Java-Based GUI IT Service Management

31. PCs (MacIntosh) Mainframes (MVS) Midrange (AS/400) Legacy Link API The Open APIMaximum Integration Flexibility VPO Database VPO Config APIs VPO Operational APIs External Application Configuration APIs IT Service Management

32. VantagePoint Operations 6.0 (HP-UX) MANAGEMENT SERVER: HP 9000 Series Workstation or Server HP-UX 10.20, 11.0 DATA REPOSITORY: Oracle RDBMS/Oracle-for-OpenView(OfO) 8.0.6, 8.1.6 (for HP-UX 11.0) 8.0.6 (for HP-UX 10.20) MANAGED AGENTS: HP 9000 Series 700/800 Enterprise Server/Technical Workstations HP-UX 10.20, 11.0, 11.11 HP3000 Series 900 MPE/iX 5.5, 6.0, 6.5 Sun SPARC Sun Solaris 2.51, 2.6, Solaris7, Solaris8 IBM RS/6000 AIX 4.2, 4.3.1, 4.3.2, 4.3.3 BULL DPX/20 AIX 4.2, 4.3.1, 4.3.2, 4.3.3 Sequent Symmetry/NUMA-Q DYNIX/ptx 4.2.3, 4.4.2, 4.4.4-7, 4.5.0-1 NCR System 3000, 4000, 5000 UNIX SVR4 R.03.02 Silicon Graphics (SGI) IRIX 6.2, 6.4, 6.5 DEC Alpha Digital UNIX (OSF/1) 4.0D, 4.0E, 4.0F, 5.0A ` Windows NT 4.0 Siemens Nixdorf SINIX/RM or Reliant 5.43, 5.44, 5.45 Intel (and compatible)486 and higher SCO UnixWare 2.1.3 MS Windows NT 4.0 Server and Workstation Windows 2000 5.0 Novell NetWare 4.1, 4.11, 5.0, 5.1 and SFTIII RedHat Linux 5.1, 5.2, 6.0, 6.1. 6.2 IT Service Management

33. VantagePoint Operations 6.0 for Sun Solaris MANAGEMENT SERVER: Sun Ultra Servers & Workstations Sun Solaris 7 , 8 DATA REPOSITORY: Oracle RDBMS 8.0.6, 8.1.6 MANAGED AGENTS: HP 9000 Series 700/800 Enterprise Server/Technical Workstations HP-UX 10.20, 11.0, 11.11 Sun Solaris 2.5.1, 2.6, 7, 8 ( NCS/DCE based) Windows NT 4.0 Windows 2000 5.0 IBM AIX 4.2, 4.3.1, 4.3.2, 4.3.3 Bull DPX/20 AIX 4.2, 4.3.1, 4.3.2, 4.3.3 RedHat Linux 5.1, 5.2, 6.0, 6.1 Novell NetWare 4.1, 4.11, 4.11 SFT III, 5.0, 5.1 SGI IRIX 6.2, 6.4, 6.5 DEC Alpha Digital UNIX (OSF/1) 4.0D, 4.0E, 4.0F, 5.0A DEC Alpha Tru64 UNIX 4.0D, 4.0E, 4.0F, 5.0A IT Service Management

34. What next? • VPO-II Advanced Course (H4357S) • http://education.hp.com/ • VPO Certification • http://education.hp.com/hpcert.htm • IT Resource Center • http://itresourcecenter.hp.com/ • In the future…VPO Workshop • Integration of SPIs • High Availability IT Service Management