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High Level Goals of 6.0

This IT service management solution leverages the latest web-based technologies to provide scalability, flexibility, and enhanced security. It supports various databases, decreases admin training requirements, and offers better internationalization support. Additionally, it includes features for problem management, employee self-service, multithreading, and encryption for improved ITIL compliance.

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High Level Goals of 6.0

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  1. High Level Goals of 6.0 • New architecture to leverage latest Web-based technologies: SOAP, DTHML, XML, HTTP • Offer Database independence by supporting P4, Oracle, MS SQL, DB2 UDB • Decrease Admin training requirements by supporting Java Script for RAD development and customization • Better internationalization support with UTF-8

  2. High Level Goals of 6.1 • Improved ITIL best practice compliance in Problem, SLM, and Config Mgmt processes • Provide Employee Self-Service Web Interface • Increase scalability by supporting multithreading on Windows • Enhance timezone support for global and MSP implementations • Support SSL encryption

  3. Name Changes Inventory Config Mgmt to Configuration Management Root Cause Analysis to Problem Mgmt Document Engine Differential Upgrade Utility Java script for Tailoring Timezones at operator level UTF-8 (international) support Support for non-P4 database Multi-threading support for Windows Incident Activity Records Problem Mgmt process adds Root cause and known error phases in 6.1 SLO’s add flexible calculation of Escalations Change Calendar for current and forward schedule in 6.1 Scheduled Maintenance Exception Model for weekends and holidays SOAP API/Web Services interface IR files stored internally or externally Feature Enhancements in 6.0 & 6.1

  4. Windows Interface Inboxes and Favorites Tree Navigation Perspectives, Views, and Preferences Dashboards Graphical Workflow RAD command in all windows, depending on operator record setting Automatic update is possible Windows printing with Print Preview Spellchecker on multi-line text fields in 6.1 Single Sign-On in 6.1 Admin plugin in 6.1 Web Client Same look and feel as Windows client Zero footprint client Export to text file in 6.1 Single Sign-On in 6.1 Support for Section 508 accessibility Employee Self Service Web Interface Feature Enhancements in 6.0 & 6.1

  5. High Level Goals of 6.2 • Improve Scalability by supporting: • Servlet mode with requires fewer and configurable ports for client connections and improved scalability (2 ports for up to approx 150 client connections) and also allows for grouping to improve resiliency over previous Load Manager functionality • Multithreading on Unix • Improve Security by adding encryption of config file and passwords • Introduce Release Management • Introduce Service Catalog • Introduce KCS Knowledge Management • Improve Configuration Mgmt to support business services

  6. Name Changes Service Management to Service Desk (Interactions) Replace GetAnswers with KCS Knowledge Mgmt for end user self-service and SC technicians Replace GetResources with Service Catalog web front end and back end fullfillment Replace GetServices with Self Service Ticketing Web Interface in 6.1 BI Portal replaced by DecisionCenter Multithreading on Unix Release Mgmt Process New CI Type for Business Services with outage spreading CI Groups Crystal Reports runtime no longer included with ReportCenter On-demand UTF-8 conversion to ease upgrades Servlet Mode implementation for better scalability Encryption of sc.ini file parameters Password encryption Feature enhancements in 6.2

  7. Feature enhancements in 6.2 (continued) • CI Visualization in 6.2.1 • Web Client • Spellchecker on multi-line text fields • CTI interface

  8. High Level Goals of SM 7 • ITIL v3 Service Lifecycle Management • ITIL v3 Continuous Service Improvement (DecisionCenter 2.0) • Merge legacy Service Desk and ServiceCenter products • UCMDB Foundation included • P4 obsolete • Enhanced Web Services • Updated integrations with other HP BTO products

  9. Feature Enhancements in SM 7.0 • Service Lifecycle: Service Subscriptions linked to Person or Department, Self-Service via Service Catalog, Incidents and Changes show Affected Services, Can send alerts/notifications to subscribers • KM enhancements to support file and web crawl, and problem library, artificially weight content • UI enhancements: Views, Advanced Find, Templates, Multi-item select for Mass Update, Consolidated Inbox, printing enhancements • Relate Changes to Changes and additional history tracking for change relationships and phase transitions • Folders for top-down security controls on data for multiple entity organizations

  10. Feature Enhancements in SM 7.1 • Embedded Best Practices • UCMDB integration for integrated Change and Config Mgmt • Approval Delegation • Enhanced Release Control integration • Enhanced User Experience (right click options menu, hover sub forms, compressed attachments, etc) • KM search within search results • Integration with QC • New Operational Reports added

  11. Feature Enhancements in SM 9.2 (fka 7.2) • New Web 2.0 look and feel • New, customizable MySM dashboard • Improved performance, stability, and scalability • Release Control embedded in SM GUI • Integration with Operations Orchestration from SM KM and Change modules

  12. Feature Enhancements in SM 9.21 • New Service Request Catalog User Interface: • A contemporary design with tabs for Dashboard, Account, Services, and Support. Each tab is a landing page with information about using that service or feature. • As you select or delete optional items, the price reflects the changes accurately.

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