HP OpenView ServiceCenter overview

1. HP OpenView ServiceCenter overview Speaker name Title, HP

2. HP OpenView ServiceCenter manages IT Extensible and integrated ITSM application suite Mature, out-of-box processes Agnostic, analytical, adaptive

3. Consolidated service desk How do we consolidate service desk tasks and processes for consistency and efficiency over many different business units and geographical locations? CMDB How do I establish a federated CMDB so that all in IT operations has access to a single source of CI? Configuration management How do I manage the data and processes related to controlling the CIs in my infrastructure? IT service management challenges

4. Service request management How do I create a catalog of goods and services that exposes what IT can offer and at what price? Service level management How do I establish the relationship between what business users expect and what they get in service levels? How can I manage resources so that service levels are quantifiable and routinely met? Organizational survival How do I articulate what IT does for the rest of the business? IT service management challenges

5. HP OpenView momentum and leadership Improve IT efficiencies across silos Improve service levels Reduce cost of service delivery and support Mitigate IT and business risk Show value to the business

6. Open technology foundation Software depth Centralizes information to identify and eliminate infrastructure failures Increases availability for critical business services Improves utilization of high-cost resources ServiceCenter: Designed for modern, global ITOs Call Management Problem Management Request Management Knowledge Diagnostics Service Level Management Change Management Incident Management Employee Self Service Integration Asset Contract Management Configuration Management Scheduled Maintenance Reporting Discovery Analytics CMDB

7. Robust, enterprise-class service management solution Based on more than 25 years of service management focus and experience Comprehensive ITIL-aligned practices Highly rated by independent experts Extensive service management solution Highly experienced support team geared for large organizations ServiceCenter: A legacy of success

8. ITIL support

9. ServiceCenter is ITIL-aligned T h e t e c h n o l o g y Planning to implement service management T h e b u s i n e s s The business perspective Service management ICT infrastructure management Service Support Service support Service Delivery Service delivery Security management Application management

10. Standard, repeatable processes • Quality • Predictability • Consistency Repeatable, documented processes are essential to improving IT service delivery and management. The ITIL framework provides an effective foundation for quality IT service management. “ITIL has gained significant traction in the last 12 months…. About a third of $1 billion-plus companies are starting to implement ITIL.” Thomas Mendel – Forrester (2004)

11. Our commitment to ITIL ® Introduced SLA module ServiceCenter 6.0 IntroducedRequest Management 1999 2004 Continued commitment to ITIL® 1991 2000 1990 2003 1989 ServiceCenter 5.x 2005 Introduced open integration NSM platforms Introduced self service ServiceCenter 6.1 suite is reverified; problem and SLM improved per ITIL processes Introduced first service desk; CCTA initiates ITIL®

12. Core value propositions

13. Technicians do their jobs faster Administrators create forms with drag-and-drop tools Managers get quick, visual information to make smarter decisions Power users can create customized “perspectives” Improves productivity

14. Unified view into relevant issues Real-time status update Drag and drop URLs, intuitive sharing features People can view and share real time charts Global language support Easy to use and communicate

15. Improves service levels

16. Reduces cost

17. Reduced outages Predictable response to unplanned outages Consistent practices across disparate geographies and service desks Predictable “change” Mitigates risk

18. Change calendar: Visibility into people, process, activity

19. What’s the right resource allocation for service desk? How long should an incident take to resolve? How can we improve 1st call resolution? What assets perform, and what assets don’t? How often are we meeting service levels? How long does it take to provision a new employee? Making decisions based on accurate data

20. Improved Service Level Management module Improved Problem Management module Self-service ticketing Extended web services support International support Improved user interface Change calendar – forward schedule of change New capabilities - ServiceCenter 6.1

21. Capabilities

22. Environment Call Management Problem Management Request Management Knowledge Diagnostics Service Level Management Change Management Incident Management Employee Self Service Integration Asset Contract Management Configuration Management Scheduled Maintenance Reporting Discovery Analytics CMDB

23. ServiceCenter call flow: Problem management Report issue Service Management Change Management Create call Createrequest Incident Management Problem Management Research solution Approvalprocess Create incident Determine cause Resolved? Implementchange Troubleshoot Problem corrected? Permanent fix found? CLOSE End process Document resolution Documentclose Close

24. ServiceCenter web interface

25. Goal Provides a single point of contact for all IT service issues and requests Features Provides service desk agents immediate access to all relevant caller information, such as contact info, in-depth CI info, associated SLAs, entitlements Provides best-practice links into other processes such as incident, problem and change. Calls can be categorized, prioritized and routed appropriately. Allows the maximum number of calls to be resolved in the first call, avoiding expensive and unnecessary escalation Value Designed to increase first-call resolution Supports consistent quality of service Service Management (aka call management)

26. Service Management

27. Incident Management • Goal • To restore normal service operation as quickly as possible and minimize the adverse impact on business operations • Features • Manages the complete incident lifecycle • Optimized for fast data entry (drop-down boxes, automatic fill, query-by-example) • Prioritizes incident resolution based on operational goals and SLAs • Automates incident assignments and escalations • Value • Promotes incident resolution in the minimal time possible

28. Incident Management

29. Goal Accounts for all IT assets and configurations that comprise the business services Features Establishes and tracks CI status within other processes, such as incident, problem or change Manages CI relationships such as parent/child, peer-to-peer, upstream/downstream Provides ability to analyze the impact of change, stability of system, vendor performance, asset baselines Classification schema supports incident prioritization based on CI criticality Provides audit trail for history of CI changes Value Accurate CI information is an enabler to service desk, change, problem, asset and other IT functions Configuration Management

30. Configuration Management

31. Goal Helps prevent the recurrence of incidents Features Allows IT to identify, correlate and resolve interrelated incidents from disparate segments of the infrastructure Supports ITIL-based workflow, problem and error control process Helps prevent the recurrence of incidents by enabling technicians to review known errors and initiative changes to resolve them Treats problem records separately to incidents, allowing a one-to-many relationship Allows routing of problem records technicians based on skill set, location and availability Value Allows problems to be isolated and correlated to multiple incidents, thereby accelerating incident resolution Problem Management

32. Problem Management

33. Goal Control over the enter change lifecycle – from request through approval, planning, implementation, monitoring and evaluation Features Powerful phase and task-oriented change management Manages both planned and unplanned changes Automates the approval process, assesses the risk involved, allows for a back-out plan and enforces consistent processes Accommodates complex changes with multiple parallel tasks, phases and dependencies Highly tailorable to accommodate unique and complex change processes Graphical workflow capability Change calendar provides global view in Outlook format Value Improves service quality due to the reduction of change-related incidents Decreases time and resources required to complete a change Ensures compliance standards are maintained Change Management

34. Change Management

35. Goal To maintain and improve IT service quality through a constant cycle of agreeing, monitoring and reporting to meet the customer’s business objectives Features Provides the means to develop and execute on specific service and operational level agreements Allows IT to define service level objectives and expectations Provides a catalog approach to building specific SLOs Automatically prioritizes work queues based on SLA parameters Provides alerts, auto escalation and robust reporting Value Provides visibility into cost of service and service delivery metrics Service Level Management

36. Service Level Management

37. Goal Provides control and management for repetitive IT tasks Features Unlimited number of maintenance tasks Out-of-box templates Alerts for pending tasks Value Ensures execution on maintenance service agreements Allows IT to perform maintenance at the optimum time and with minimal user impact Scheduled Maintenance

38. Scheduled Maintenance

39. Request Management Goal • Provide comprehensive, automated management of service request lifecycle, from point of request through fulfillment Features • Provides orders and tasks to be organized, sequenced and managed • Graphical workflow shows process phases and tasks • Procurement and receipt capabilities provide fulfillment Value • Reduces costs and streamlines fulfillment of goods and services

40. Request Management

41. Goal Allows management of asset contracts Features Establishes contract management and tracking provisions Allows documented parts and labor cost for all tasks Enables cost roll-ups for service level management Provides notification for key lease or contract expirations Value Provides cost control measures throughout the portfolio Asset Contract Management

42. Self Service Ticketing

43. Administration There are a variety of tools for managing the ServiceCenter suite.The Support tools define the data that underpins the processes including contacts, locations, vendors, etc. Utilities manage the server and database environments.

44. Transition slide Technology and architecture

45. ServiceCenter architecture • Three-tiered client/server architecture • Ultra-thin client processes keyboard events only • Extensive client platform support from phones, Windows and the web • All application processing occurs on the application server • Application server layer forks processes for every client connection • Database layer is accessed via native SQL calls; e.g. Oracle OCI • Massive client and server scalability Presentation Applications Database

46. ServiceCenter tailoring environment Data Policy Forms Designer Macros Format Control Publish and Subscribe Custom Links Tailoring utilities Database Manager Menu Manager Java Script Display Options RAD applications Application source code SC satabase P4 or RDBMS

47. ServiceCenter application environment • DB platforms • SQL • Oracle • DB2 • Sybase • P4 • Client OS • Win32 • OS/2 • Linux • UNIX Call Management Problem Management Request Management Service Level Management Change Management Incident Management • Client types • Windows • Web • Text • Server platforms • Windows NT • Windows 2000/3 • HP-UX • Linux • AIX • Solaris Asset Contract Management Configuration Management Scheduled Maintenance SC Automation Connect-It Web Services Integration layer OpenView Application Inventory Protocol level

48. Transition slide Integration

49. Web services - SOAP API: event-driven connectivity On-demand publish and consume Delivered as an SDK for ServiceCenter 6.x Connect-IT: batch-driven data integration Scheduled batch processing Delivered as connectors and scenarios HP OpenView ServiceCenter, AssetCenter, Enterprise Discovery ServiceCenter Automation: event-driven connectivity Traditional API Delivered as an SDK and/or point-to-point adaptors For ServiceCenter only Integration technologies

50. Added consumption of web services to allow customers to perform tasks such as: Validating an email address or a phone number when updating a contact record Automatically filling in the time zone of a contact in a Service Management call based on the location given Improved publishing through web services Publishing gives customers access to ServiceCenter data without the overhead of the Windows or web client for tasks such as: Generating reports Gathering statistics Interfacing with third-party tools Aligned with ITIL standards Industry-standard interface ServiceCenter 6.1 enhancements:Web services interface