ovsc cp overview 62
TRANSCRIPT
Opening Slide
© 2006 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice
HP OpenView ServiceCenter
Name goes here
6.2 Product overview
Contents• Introduction• HP and ITIL • Benefits & value• ServiceCenter modules• Underlying technology • Integrations• Summary
ServiceCenter manages IT
Mature, out-of-the-boxprocesses
Agnostic, analytical, adaptive
Extensible and integrated ITSM application suite
IT service management challenges• Service level management
− How do I establish the relationship between what business users expect, and what they get in the way of service levels?
− How can I manage resources so that service levels are quantifiable and routinely met?
• Best practice− How do I manage the processes and
data related to controlling the CIs in my infrastructure?
• CMDB− How do I establish a federated
CMDB so that all of IT operations have access to a single source of CI truth?
IT service management challenges• Service request management
−How do I create a catalog of goods and services that exposes what IT can offer and at what price?
• Consolidated service desk−How do we consolidate service
desk tasks and processes for consistency and efficiently over many different business units and geographical locations?
• IT value−How do I articulate what IT does
for the rest of the business?
HP OpenView momentumand leadership
Improve IT efficiencies across silos
Improve service levels
Reduce cost of service delivery and support
Mitigate IT and business risk
Deliver concrete value to the business
ITSM
HP OpenView ITSM SolutionIntegrated processes need integrated tools
Asset Management
Consolidated Service Desk
Configuration Management
Identity Management
End To EndApplicationManagement
ConsolidatedEvent andPerformanceManagement
ServiceCenter platform designed for modern, global enterprises
Sched. Mtce
Call Management
Configuration
ChangeIncident
ReleaseSLM
Catalog RequestKnowledge
Contracts
Problem
Service DeskIncident
ManagementProblem
Management
Cata
log
Em
plo
yee S
elf S
erv
ice
ChangeManagement
ConfigurationManagement
Service LevelManagement
ScheduledMaintenance
RequestManagement
Asset ContractManagement
Knowledge Management
CMDB
Integration
Discovery Reporting Analytics
ServiceCenter platform designed for modern, global enterprises• Open technology
foundation
• Application depth and breadth
• A central “orchestrator” of multiple people, processes, departments
Service DeskIncident
ManagementProblem
Management
Cata
log
Em
plo
yee S
elf S
erv
ice
ChangeManagement
ConfigurationManagement
Service LevelManagement
ScheduledMaintenance
RequestManagement
Asset ContractManagement
Knowledge Management
CMDB
Integration
Discovery Reporting Analytics
ServiceCenter customers
ServiceCenter partners
Gartner Decision Engine Scores
Functionality
0.0
5.0
10.0
Overall
Functionality
Problem
Mgmt
Inventory
Mgmt
Change
Mgmt
Report Remote
Mgmt
Internal
Platform
HP ServiceCenter BMC Remedy CA
The Q3 2006 update to Gartner’s decision engine tool ranks ServiceCenter as the top CSD tool based on Gartner standard weighting
Gartner Decision Engine Scores
Technology
0.0
1.02.0
3.0
4.0
5.06.0
7.0
8.0
Overall
Technology
Product
Architecture
Platform
Support
Architecture
Features
Integration Performance GUI
HP ServiceCenter BMC Remedy CA
The Q3 2006 update to Gartner’s decision engine tool ranks ServiceCenter as the top CSD tool based on Gartner standard weighting
Gartner Decision Engine Scores
Services
0.02.04.06.08.0
Overall
Services
Profesional
Services
Support
Services
BMC Remedy HP ServiceCenter CA
The Q3 2006 update to Gartner’s decision engine tool ranks ServiceCenter as the top CSD tool based on Gartner standard weighting
ServiceCenter is proven technology • Robust enterprise-class service management
solution• Over 25 years of service management focus
and experience• Comprehensive ITIL-aligned practices• Highly rated by independent experts• Most extensive service management solution
available• Highly experienced support and enablement
team geared for large organizations
ITIL alignment®
ServiceCenter is ITIL-aligned
ICTInfrastructureManagement
The
Technology
Planning to Implement Service ManagementThe
Business
Service Management
Application Management
ServiceSupport
ServiceDelivery
Thebusiness
perspective ServiceSupport
ServiceDelivery Security
Management
Source: ITIL® IT Service Management Books
Standard, repeatable processes
• Quality• Predictability• Consistency
“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)
Repeatable, documented processes are essential to
improving IT service delivery and management. The ITIL®
framework provides an effective foundation for
quality IT Service Management.
• Over 80 education centers worldwide that are authorized ITIL® examination centers
• 35 support centers• More than 4,000 ITIL® certified IT service professionals• ITIL® certified Business critical consultants, with over 15
years of IT experience, specializing in ITSM level support• 2,500 employees engaged in business service and
infrastructure management solutions• Experience training over 80,000 IT professionals in ITIL®/ITSM
and HP OpenView • HP GlobalSoft Ltd was one of the first companies in the world
to attain the BS15000 certification
HP and ITILOne of the largest, most knowledgeable ITIL®/ITSM-certified workforce, with extensive global capabilities
• Global member of itSMF• Board member of itSMF International• Board member of itSMF USA• Founding member of itSMF chapters in U.S.A., Canada, Japan, India,
Singapore, Hungary, Italy and Poland• Involved in writing and reviewing ITIL® books• Involved in the development of the itSMF BS 15000 Certification Scheme• HP/Compaq lead authors and developers of Microsoft’s ITIL®-based
framework - Microsoft® Operations Framework (MOF)• ITIL® is the foundation for HP’s ITSM reference model• Involved with management of itSMF BS 15000 certification scheme and
training of consultants and auditors
HP is a major force in ITSMHP’s continued commitment to standards like ITIL®, and support for the user group, ITSM Forum (itSMF):
“ HP is the industry’s ITSM and ITIL expert - everyone else is trying to catch up.”
Dennis Drogseth, Vice President
Enterprise Management Associates
Benefits & Value
ServiceCenter improves productivity• Technicians can resolve service
issues faster and more effectively
• Administrators create forms with drag-and-drop tools
• Managers get quick, visual information to make smarter decisions
• Power users have a flexible system to create customized “perspectives”
• Business users access service directly from a web browser
ServiceCenter lends itself to enterprise wide communication• 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• Rich functionality
−Workflow & Wizards
−Messaging
−Alerting
ServiceCenter improves service levels
ServiceCenter 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.
ServiceCenter reduces costs
Chicago
Hong Kong
Amsterdam
New York
L.A.
Continued consolidation of service management locations
Increased Service
Capacity
Demonstrable ROI
IDC whitepaper: Determining the ROI from Deploying integrated IT Service Management – February 2006
Demonstrable ROI
IDC whitepaper: Determining the ROI from Deploying integrated IT Service Management – February 2006
“ We were able to make the people who use the tool much more efficient, probably 40% more… As a result, we’ve been able to add new stores each year without needing to increase IT staff.”
IDC whitepaper: Determining the ROI from Deploying integrated IT Service Management – February 2006
ServiceCenter helps mitigate risk
• Reduced outages• Identify and eliminate
root causes • Predictable response to
unplanned outages• Consistently applied best
practices across disparate geographies and service desks
• Change can be ― and should be ― predictable
Provides visibility into people,process, activity
Ultimately, ServiceCenter lets you make decisions based on accurate data• What’s the right resource allocation for the
service desk?• How long should an incident take to resolve?• How can we improve 1st call resolution?• How often are we meeting service levels?• How long does it take to provision a new
employee?• What should we be working on right now?
ServiceCenter 6.1 gave us…• Improved Service Level Management
application• Improved Problem Management application• Self-service ticketing• Extended Web services support• International support• Improved user interface• Change calendar – forward schedule of
change
What’s new in ServiceCenter 6.2
Service DeskIncident
ManagementProblem
Management
Cata
log
Em
plo
yee S
elf S
erv
ice
ChangeManagement
ConfigurationManagement
Service LevelManagement
ScheduledMaintenance
RequestManagement
Asset ContractManagement
Knowledge Management
CMDB
Integration
Discovery Reporting Analytics
Now ServiceCenter 6.2 gives us…• Enhanced configuration management and CMDB
− CI grouping− CI baselining − IT service definition and management− Out-of-box CI relationship types
• Integrated goods and services catalog− Publish and manage a complete IT catalog− Ties back to CMDB− Ties requests to back end fullfillment
• Integrated knowledge management− KCS verified− KCS roles and category security
• And other cool stuff− Release management workflow− Client improvements (both Web and Eclipse)− Extended self-service capabilities− Performance and resilience enhancements− Security enhancements
− “Service Management” module renamed to “Service Desk” module
Modules
ServiceCenter is delivered as a suite of modular applications
Service DeskIncident
ManagementProblem
Management
Cata
log
Em
plo
yee S
elf S
erv
ice
ChangeManagement
ConfigurationManagement
Service LevelManagement
ScheduledMaintenance
RequestManagement
Asset ContractManagement
Knowledge Management
CMDB
Integration
Discovery Reporting Analytics
Workflow between modules allows efficient processes across IT silos
Research solution
Research solution
Create callCreate call
Resolved?Resolved?
Service Management
CLOSECLOSE
TroubleshootTroubleshoot
Create incident
Create incident
Permanent fix found?
Permanent fix found?
Incident Management
Documentclose
Documentclose
Document resolution
Document resolution
Determine cause
Determine cause
Problem corrected?
Problem corrected?
Problem Management
Know Error Closure
Know Error Closure
Approvalprocess
Approvalprocess
Createrequest
Createrequest
Change Management
End process
End process
Implementchange
Implementchange
Help ticket
The powerful role-based user interface helps accelerate tasks and processes
Service Desk Module
Goal• Provides a consolidated interface for all IT service
issues and request
Features
• Provides agents at the Service Desk 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 a maximum number of calls to be resolved in the first call, avoiding expensive and unnecessary escalation
Benefits• Improves agent effectiveness and productivity helps
increase first-call resolution rates supports consistent quality of service
Service Desk Module
Incident Management
Goal• To restore normal service operation as documented in
the Service Level Agreement as quickly as possible and minimize the adverse impact on business operations
Features
• Provides agents at the Service Desk 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 a maximum number of calls to be resolved in the first call, avoiding expensive and unnecessary escalation
Benefits
• Reduces service resolution timesStreamlines incident prioritization
• Enables capture and re-use of incident solution Validates SLA compliance
Incident Management
Problem Management
Goal• Problem Management proactively prevents the recurrence of
incidents as well as the reducing the total incident volume by capturing permanent solutions to underlying IT problems
Features
• Allows IT to identify and correlate 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, trends and initiate changes to resolve them
• Workarounds allow for faster resolution of incident and greater service uptime
• Management of tasks, alerts, approvals
Benefits
• ITIL aligned phases enhance processes efficiencies which in turn yield better cost management and savings
• Integrates with Incident Management and Service Management for rapid information dissemination
• Helps enables faster resolution of open incidents
Problem Management
Change Management
Goal • Control over the entire change lifecycle – from request to approval, planning, implementation, monitoring and evaluation
Features
• Powerful phase and task-oriented change management• Manages both planned and ad hoc 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 • Provides a variety of Outlook-like calendar views • Proactive forward schedules for change minimize impact on
environment and resources• ITIL aligned release management enhancements enabled through new
change workflow
Benefits
• Improves response time for change requests• Enables real-time monitoring of change processes • Ensures processes are repeatable and meet the needs of the business
through reusable and dynamic workflows• Reduces risk of unplanned outages
Change Management
Change Calendar• Helps improve resource
management and the change process
• Provides visibility at local, regional and global levels
• Ensures changes are made with the right team at the right time
• Provides visibility into the status of upcoming changes
Release Management
• Gather the requested change information
• Assess• Plan/
Design• Build/Test• Implement
• Verify
• Out-of-the-box change category designed for release process
• ITIL-aligned stages• Allows flexible for process
expansion• Closed loop process takes
the details and updates the software CI
• Supports software versioning
Configuration Management
Goal• Configuration Management provides a clear model of
Configuration Items, their relationships, dependencies, accuracy and associated Service Level Agreements
Features
• Establishes and tracks CI status within other processes• Process integration with other modules helps prevent
outage spreading• Manages CI relationships by business services• Provides ability to analyze the impact of change,
stability of system, vendor performance, asset baselines
Benefits
• Provides all of the relevant information required by the other ServiceCenter modules to deliver the value they execute at the processes level
• Integrates and federates with third-party tools to leverage existing CI information and investments
• Stores all information in the common CMDB that is fully functional and complete for CI management
What’s new in Service Center Configuration Management Module?
• Out-of-the-box CI relationship types
• CI Grouping• CI baselining• Business service
relationships• Outage spreading
Out-of-the-box CI relationship typescan be physical or logical
Physical Logical• Connects• Peer• Runs
• Accesses• Contains• Depends on• Governs• Links• Uses
Additional types andsub-types can be defined
Configuration items can be grouped
`
MICROSOFT CORPORATION
SLA
ConfigurationBaseline
OSApp
AppApp
`
`
`
`
`
• Baseline groups− Created using specific common attributes (i.e. all X86 servers)
− Bulk updates can be made to baseline groups
− Managed and versioned using change management
• Ad hoc groups− Created using queries
− Query groups can be stored and accessed
• Groups can be versioned to manage changes for all members of the group• SLA’s can be applied on a group basis
Configuration item baseliningNew Baseline Configuration GroupOriginal Baseline Configuration Group
Change Control Process for
Baseline Definition
MICROSOFT CORPORATION
SLA
ConfigurationBaseline
OSAppAppApp
`
MICROSOFT CORPORATION
SLA
ConfigurationBaseline
OSAppAppApp
`
Configuration Baseline
Version 2.1
Configuration Baseline
Version 2.2
` ``
Ver. 2.1
Ver. 2.1
Ver. 2.1
` ``
Ver. 2.2
Ver. 2.2
Ver. 2.2
Initiate CI Level Change
Processes
Assign Change Tasks to Local CI
Owners
Verify Change and Move to New
Baseline Group
ServiceCenter enables businessservice definition
App2
Server
OS
App1
RDBMS
Business Service
Business System
Owner
Users
MICROSOFT CORPORATION
OLA
MICROSOFT CORPORATION
SLA
BusinessService
Owner
Users
SLA
BusinessSystems
• Shows how different CI’s are related to each other either through logical relationships or physical relationships or both− Example: email service will
contain the email servers, the software to make the email work and the database where the email is stored. Along with this is a service based SLA and people to manage the service
ServiceCenter enables ITservice definition• Accommodates all CI types: hardware, software,
new equipment, people, SLAs and OLAs• Allows you to define and monitor CIs in the
context of a business service−Any number of service definitions, nesting etc
• Result:−Better manage availability
−Respond and prioritize resources based on the service affected, not just the CI
−Lets you better manage SLAs against the business service, not just the CI
With groups and business services defined, outage spreading becomes possible
Software
Email Servers
SLA/OLA
Here you would have a choice whether to use
outage spreading or not. Configuration dependent.
Computer Users
Email Serve
r
Software
ComputerUsers
SLA/OLA
If an email service has only one server, if it goes down, the outage is for
all components
Configuration Management
Additional Configuration Management features planned• SC 6.2 + 90 days;
−Config Vizualisation
−Knowledge migration tools from Get-Answers to ServiceCenter Knowledge Management
• Integrations will be available through connect-it early in CY2007 for−Reconciliation
−Radia
SC 6.2 – a foundation for Active CMDB
First step… get the CMDB• Can’t make it active
until you start with the core
• Fully meets ITIL® definition
• Over 2400 current implementations
Active CMDB: Taking the next steps• Add HP OV Configuration
Mgmt− Agent and agent-less discovery of
the IT environment to update CMDB
− Policy based provisioning synchronized from and validated to CMDB
• Add HP OV Asset Mgmt − Synchronize CMDB with asset
repository− Align goods with services for
improved Financial Mgmt for IT
• Add HP OV Operations Mgmt
− Synchronize operational and service relationships and views
− Component and aggregate availability data linked in CMDB
• Add HP OV Application Mgmt
− Performance and availability data linked in CMDB for Applications and Services
− Continuous measurement of SLOs
• Add HP OV Identity Mgmt − Reduce costs associated with
provisioning access and entitlements
Service Level Management
Goal• Provides a means to maintain and improve IT service
quality through the constant cycle of agreeing, monitoring and reporting
Features
• Allows IT to define service level objectives and expectations
• Provides a process framework to develop and execute on specific service and operational level agreements
• Proactively alerts IT before agreements are breached• Workflow capabilities and grouping enable outage
spreading so that management is informed of the CI details and potential impact before the agreement is breached
Benefits
• Can reduce cost through improved resource allocation • Provides better measurements for prioritizing service
tasks • Helps drive service delivery cost and to align with the
business
Service Level Management
Scheduled Maintenance
Goal• Provides control and management for repetitive IT
tasks
Features
• Unlimited number of maintenance tasks• Out-of-box templates• Alerts for pending tasks
Benefits• Ensures execution on maintenance service agreements• Allows IT to perform maintenance at the optimum time
and with minimal user impact
Scheduled Maintenance
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• Catalog front end utilizes Request Management for
fulfillment• Powerful approval engine
Benefits
• Streamlines request, ordering, and fulfillment processes• Enables sequencing of fulfillment activities• Helps reduce costs and streamline the fulfillment of
goods and services
Request Management
Managing Contracts in ServiceCenter
Two bites of the cherry• ServiceCenter recognises and manages two
types of contractual agreement−Service Contracts (from SLM)
−Software, Maintenance, Warranty etc (from Config Mgt)
Contracts• Created and
managed using Wizards
• Multiple types− Lease
− Maintenance
− Software
− Support
− Warrany
− Etc
• Payments• Asset Allocation• License Management
Service Contracts• Track labor and
part costs for incident/change
• Event rules−Out-of-hours calls
−Overspent
• Track costs to detail line item level
Catalog Management
Why a Catalog?
IF
we want to run our IT organisation like a
business
THENwe need the right shop
window for our customers
Catalog Management: New in ServiceCenter 6.2• The catalog is the lynchpin that ties IT to the
business user−Easy-to-use shopping cart paradigm expedites orders and
reduces maverick buying
−Approval engine ensures standards and practices are consistent
−End user expectations match IT delivery practices
• The catalog allows IT to offer standardized goods and services in a consistent manner across the enterprise−Standardization leads to hard goods cost savings
−Standardization reduces support and training cost
• The catalog allows IT to articulate its value to the business
Exactly what is a catalog?
It depends on who you ask• Business user• Service desk manager• IT Asset manager• Configuration manager• Procurement agent
…as well as what you ask• ITIL Service Catalog?• Is it a shopping cart?• Does it include vendor
catalogs?
Simply said:
The catalog is a single, centralized repository of standardized IT goods and services available for
purchase by the business user
Catalog Management
Goal• Provide an easy, automated mechanism by which
employees can order standardized IT goods and services
Features
• Browser-based shopping experience expedites orders and reduces maverick buying
• Easy to set up and administer the catalog• Integrated into multiple back-end fulfillment engines• Web-services enabled
Benefits
• Allows IT to clearly articulate and enforce how goods and services are ordered and fulfilled, which leads to hard goods and service dollar savings
• Approval engine ensures standards and practices are consistent
• End user expectations match IT delivery practices
Why is an IT catalog so important?• Delivers on key business user requirements
−I know what I can get
−I know when I can get it
−I know how much it will cost
−I know what service level to expect
• Delivers on key IT drivers−Establishes IT as a “service” in terms that the business user
can understand
−Enables standardization
−Enables SLA expectations
−Enable cost and delivery standards
Catalog workflow
YES
NO
STOP
Employee, based on entitlements…
Their order can be approved or rejected based on pre-defined criteria
If the order is approved, it is fulfilled through change, request management or an outside application
… can “shop” for IT goods/services using the catalog
Fulfillment
Change Manageme
nt
Request Manageme
nt
PortfolioManageme
nt
Procurement
A well-organized catalog is central to IT, but also to other stakeholders
Approval
SupplyDemand
Fulfillment
ServiceCentercatalog
Business users: What can I get?
When can I get it?
How much does it cost?
IT operations: What are the parts?
How are they bundled?
What are the SLAs?
Are standardized parts cheaper?
Business managers: What’s been ordered?
How much is it costing me?
What am I really getting for my IT dollars?
IT technicians: Is this a move, add or
change?
How do we sequence tasks?
Who’s doing what?
An IT catalog is central to fourrelated dynamics:
Approval
SupplyDemand
Fulfillment
ServiceCentercatalog
Business users order goods and services from the catalog (shopping cart)
Business managers approve goods and services, and need to treat IT as a cost to their line of business
IT technicians fulfill product and service orders based on catalog requests
IT operations makes standardized goods and services available through the catalog
Catalog unifies all stakeholders
Role Features BenefitBusiness
userBrowse and shop
just like on the webEasy, intuitive, no training
required
Catalog publisher
Construct goods, services, bundles
based on entitlements
Makes it easy for a business user to publish a catalog
IT manageme
nt
Control offerings based on
entitlement
More control over CIs entering the infrastructure
Business manageme
nt
Flexible approval engine
Better visibility into, and control over, who’s buying what
Service desk
technicians
Ties directly to back-end fulfillment
processesAutomation reduces time to fulfill
ServiceCenter Catalog highlights• Broad browser-based capabilities
−Self service shopping cart
−Dynamic form generation based on item
−Approval workflow engine
−Service delivery objectives are associated with catalog items
−Catalog creation and maintenance
• Wide range of predefined catalog definitions−Goods, services, and bundles available
−Definitions reinforce standardization
• Wide choice of fulfilment capabilities−Integrated with ServiceCenter and AssetCenter processes
−Web services integration with 3rd party tools
Browsing the Catalog• Self service web
interface provides easy access to the catalog
• Search entire catalog or limited categories
• Navigate directly to specific service requests
• Navigate catalog hierarchy to request a specific service
Custom form shown to the requester
• At request time, the fields defined for the catalog item are shown to the requester in a dynamically generated form
• The requester can then provide the needed information, which is saved with the catalog item in the shopping cart
Approval workflow• Global business
approval rules can easily be added by a publisher
• Approvals requirements can also be added to individual items
• Each approval is assigned to a user or role
• Approvals trigger based on custom conditions, such as request cost
• Approvals may include a sequence number, allowing for parallel and serial approval grouping
Approval inbox• Approvers have
access to a comprehensive inbox for all their approval activities
• Requests may be approved on the spot one by one or as a group
• Approvers can also drill down to view all details for the request before taking action
Approval by email• Email based
notifications alert approvers of required actions in their inboxes
• URL links take the user directly to a web based approval form
CMDB and Catalog
ServiceCentercatalog
CMDB
Service Delivery
• Whereas Configuration Management is the heart and soul of service management, the catalog is the way the CIs are organized
• The catalog “source” should be inextricably linked to the CMDB and CM
• A CMDB reflects what exists in the infrastructure
• A catalog reflects what products are available to add to the infrastructure
• Catalog makes the data consumable, package-able, and reportable
Integrated back end via Request Management automates request components
Multiple requests with multiple line items translate into work orders, procurement and/or stock requests.
Request Management automates this parsing and task management
Stock Procure Services
Request
Approval
Request
M
anagem
ent
Cata
log
managem
ent
Request tracking features• Stored as specially categorized Service Desk
Interactions• Linked to back-end fulfillment tickets• Shopping cart items stored separately• Status tracked for each requested item
−Supported by flexible mappings to back-end processes
• Display user option selections for request as applicable
• Self-service status tracking−Self-service status forms
−Emails sent to requester on status changes
ArchitectureSC 6.2 Web Tier, Database, and RTE
Catalog ManagementApprovingRequesting
Service Catalog
Request Change Service
SCRequest / Procurement
AC3rd party catalogs/services
External
SC DB
Catalog
Native SC Calls WS APIs WS APIs
Highlights:• Focus on all-web
role appropriate interfaces
• Service Catalog entries aggregate content from AC’s Product Catalog and from SC’s Request, Change, and Service Management
• Change Management is the primary manager of Fulfillment service tasks
Knowledge Management
Knowledge Management• Goal
−Knowledge Management provides a proven method by which the volume of interactions, incidents and problems can be reduced through knowledge sharing
• Features−Supports KCS best practices
−Out-of-box change category to manage KCS workflow
−Provides knowledge support for business users and service desk users
• Benefits−Reduces the time and cost of keeping end-users productive
Why use KCS?Knowledge is actionable
• KCS (Knowledge Centered Support) is a methodology and a set of practices and processes that focuses on knowledge as a key asset of the support organization and saves time and money
− Creates content as a by-product of solving problems
− Evolve content based on demand and usage
− Develop a knowledge base of our collective experience to-date
− Mechanism for reward learning, collaboration that improves team-ship by sharing and improving support
• Why use KCS rather than traditional methods?
− 30% reduced help desk costs
− Calls, incidents and problems become knowledge by-products
− The customer’s words are captured and used to create knowledge, which increases usability and find-ability
− True self-service knowledge works since it is in the words of the customer
Service desk cost savingsare measurable!!
0
100
200
300
400
500
600
700
800
900
Jan Feb Mar Apr May June July Aug Sept oct Nov Dec
Incident Vol
Solution Volume
Avg Talk Time
Cost per Incident
First Level Resolution
First Contact Resolution
Avg time to closure
Adoption of KCS has early growing pains but saves $$$ within 6 months!
6 month mark
Data source: Peregrine Helpdesk (December 05) data until the 6 month mark as first use KCS user…Expected results are after the 6 month mark onward
Business users (customers) are empowered to get on-line help, which drives down helpdesk costs
0
500
1000
1500
2000
2500
3000
3500
Jan Feb Mar Apr May June July Aug Sept oct Nov Dec
Web Visits
Web Escalations
Phone
KCS Self-Service
Cost savings in 6 months
Data source: Peregrine Helpdesk (December 05) data until the 6 month mark as first use KCS user…Expected results are after the 6 month mark onward
Knowledge Management features• Utilizes a natural language search engine: Verity K2• Provides a WYSIWIG editor for authoring and editing
content• Completely integrated with service desk, incident
and problem management and can easily be mapped to other ServiceCenter applications−Search can be from the Knowledge Management module or
while in an incident, problem, ticket OOB
−Search results are provided in a customizable hit list with ‘web search results’ look and feel
−Role based search and advanced search support
• URL crawling coming soon• Supports multiple role definitions
Knowledge Management ishighly tailorable• Uses ServiceCenter toolkit• Customizable hit lists• Tailorable document
types and formats• Provides infinite number
of categories and roles to handle workflow, rights and security
Document management andpublishing features• Internal and external document publishing• Documents can be published to multiple categories
− If you do not have the rights to a category, you will not get a search result list that includes docs you cannot see
• Documents can be saved as drafts, published internally, published externally, and retired
• Provides 5 out-of-the-box documents types• Workflow is provided for documents that require approval and
multiple people to review and is tied to change management for ITIL consistency
• Infinite number of categories and branches with security tied to any level of category/ sub-category
• Report templates are provided for tracking re-use and knowledge creation
Knowledge Management options
Search, contribute knowledge, save drafts, approve docs and retire
docs
Manage docs through workflow
including approvals and notifications
Setup and administer search
parameters, hit lists, search engine
administration and more
Contributing knowledge is easy• 5 out of box document
types and tailorable• Microsoft-like WYZIWYG
editor • Copy/paste from
Microsoft products• Supports linked files,
images• Save as draft before
publishing for editing later
• Supports workflow for editing, review and approvals
• Supports publishing internal for support desk use and publishing externally for customers, Enterprise Self-Service Users and external resources
Documents can be previewed before publishing…• Preview document
shows how the finished doc will be viewed−Sections are set by
the doc format
−Images/formats can be set at the doc type template
…Then submitted to the change workflow queue…
The document is submitted to the workflow and appears in queue for
the appropriate category KM
work
To edit the doc, click
this button and you will
be in the editor
Easy to change
phase for editorial needs
…Change management is invoked when using KM workflow
Managing profiles using KCS roles
Each role has different privilegesUsing KCS roles.Users can earn writes to publish internal and external based on content use
SUSIE SUPERTECH has KCS II rights to author knowledge, review internal docs and publish internally
You can easily design and define the way search results are ranked and displayed
Administration: Integrate db fields to service, incident, and problem• Map database
fields for the three parts of Knowledge Management−What you search
−What you apply for solution
−What you use to create solutions
• Once the fields are mapped, when indexing the content, these will be captured
About the search engineVerity K2 Search (Autonomy owns Verity)
• Powerful security interfaces, on both collection and document level
• Indexes content from many sources• Extensive language support: JFIGS plus others
as we add them to ServiceCenter• Queries using Boolean search with options for
stemming, fuzzy search and concept extraction• OOB thesaurus integrated into ServiceCenter• Indexing crawler and file system recognizes
several hundred file formats (coming in SC 6.2.1)
1. Find an incident in my queue to solve customer problem e.g. phone system2. Go to options menu and “search for knowledge”
1. Find an incident in my queue to solve customer problem e.g. phone system
2. Go to options menu and “search for knowledge”
An example of how service desk technicians use and leverage knowledge
Search for knowledge andfind a solution
Phone system needs power cycle of switch and router. Power outage caused the hang in phone system
The search hit list suggested this incident is has the right solution
3. Click “use solution”
Takes the resolution and populates the “solution” field
Automatically use the incident solution
5. Populates the corrective action action field and when saved, appears as solution in record
Self Service in ServiceCenter 6.2
What happened to the Get-It products?• The Peregrine/HP strategy is to converge products
onto one platform to enable:−Better integration for problem solving
−Easier system management – only one system
• Get-Services is replaced by Self-Service Ticketing (SC 6.1)
• Get-Answers is replaced by Knowledge Management (SC 6.2)
• Get-Resources is replaced by Catalog Management (SC 6.2)
• Get-Services Change is replaced by Service Catalog accessing Change Management (SC 6.2)
Service DeskIncident
ManagementProblem
Management
Cata
log
Em
plo
yee S
elf S
erv
ice
ChangeManagement
ConfigurationManagement
Service LevelManagement
ScheduledMaintenance
RequestManagement
Asset ContractManagement
Knowledge Management
CMDB
Integration
Discovery Reporting Analytics
Self Service: employees have efficient access to all IT services
Employee Self Service
Ticketing KnowledgeGoods/services
Self Service capabilities can position IT as a business service provider
Self Service reduces IT costs • Self-service combines knowledge, help requests, and catalog
in one easy HTML page for the business user community• Seamless – self service ticketing, catalog and knowledge
within serviceCenter• Users can see incidents and changes opened based on
requests− eliminates unnecessary calls or emails to the help desk
• Knowledge management search can save users time on logging problems if the solution is already available
• Best practices− Self-service accesses Service Desk module
− If you have an organizational demand for different self-service item directed…. Goes through catalog
− Self-service change is supported through catalog
Self Service - request
Self Service shows related incidents and changes created from requests
Underlying technology in ServiceCenter 6.2
Technology improvements in SC 6.2
Either mode provides the same administration experience
Classic Mode Servlet Mode
Multithreaded support for Unix X
Client improvements X X
Mitigation of the ephemeral port issue X
On-the-fly UTF-8 conversion X X
Security enhancements X X
Scalability and resilience enhancements X
Customers can choose “classic” or “servlet” mode
Client improvements inServiceCenter 6.2• HTML editor integrated• Web client form preview• New table widget• Tree control created (Catalog)• CTI Web client integration (telephony)• Spell check for the web client• Key bindings (Alt+function except for ‘#4’)• Focus improvements per many SCRS• Performance improvements• Text/CSV import on web client• HP branding all public facing factors
Security enhancements• One way encryption of
operator passwords database
• Encryption of selected elements in sc.ini file such as database and LDAP credentials
• Java Keystore (JKS)
Classic (6.1 or 6.2) implementation
sc.ini (excerpt)auth:<my authorization code>usethreading:1threadsperprocess:150startthreads:450
sc.cfg / scstart (excerpt)scenter -listener:12670
ServiceCenterserver
Classic Client Listenerscenter.exe process
Port12670
`
To ClientsFrom Clients
myserver1
P4 orRDBMS
Web tier web.xml /Windows client connections(excerpts)sc.host / server name myserver1sc.port / server port 12670
Thread Controllerscenter.exe process
Threads 150
...
1
2
3
Thread Controllerscenter.exe process
Threads 150
...
1
2
3
Thread Controllerscenter.exe process
Threads 150
...
1
2
3
PortRange
PortRange
PortRange
OneOS-assignedport perclient connection
OneOS-assignedport perclient connection
OneOS-assignedport perclient connection
Multithreading withOperating System-Defined Ports
Servlet based vertical scaling
auth:<my authorization code>threadsperprocess:150
scenter -loadBalancer -httpPort:13080scenter -servletcontainer -httpPort:13081 -httpsPort:13082scenter -servletcontainer -httpPort:13083 -httpsPort:13084
ServiceCenterserver
Port13081
SSL Port 13082
Load Balancerscenter.exe process
Port13080
Servlet Containerscenter.exe process
Port13083
SSL Port 13084
`
To ClientsFrom Clients
Servlet Containerscenter.exe process
Threads150...
1 2 3
Threads 150...1 2 3
myserver 1
P4 orRDBMS
Web tier web xml /Windows client connections(excerpts)
sc.host / server name: myserver1sc.port / server port: 13080
ServiceCenter Servlet Virtual Group
sc.cfg / scstart (excerpt)
sc.ini (excerpt)
Servlet based horizontal scaling
auth:<my authorization code>scclustername:mycluster1sclusteraddress:224.0.0.255scclusterport:13100
scenter -loadBalancer -httpPort:13080scenter -servletcontainer -httpPort:13081 -httpsPort:13082scenter -servletcontainer -httpPort:13083 -httpsPort:13084
Port13081
SSL Port 13082
Load Balancerscenter.exe process
Port13080
Servlet Containerscenter.exe process
Port13083
SSL Port 13084
`
To ClientsFrom Clients
scenter -servletcontainer -httpPort:13081 -httpsPort:13082scenter -servletcontainer -httpPort:13083 -httpsPort:13084
scenter -servletcontainer -httpPort:13081 -httpsPort:13082scenter -servletcontainer -httpPort:13083 -httpsPort:13084
Servlet Containerscenter.exe process
Port13081
SSL Port 13082
Servlet Containerscenter.exe process
Port13083
SSL Port 13084
Servlet Containerscenter.exe process
Port13081
SSL Port 13082
Servlet Containerscenter.exe process
Port13083
SSL Port 13084
Servlet Containerscenter.exe process
Threads150...
1 2 3
Threads150...
1 2 3
Threads150...
1 2 3
Threads150...
1 2 3
Threads150...
1 2 3
Threads150...
1 2 3
ServiceCenter Servlet Virtual GroupMycluster 1
ToRDBMS
sc.host / server name: myserver1sc.port / server port: 13080
auth:<my authorization code>scclustername:mycluster1sclusteraddress:224.0.0.255scclusterport:13100
auth:<my authorization code>scclustername:mycluster1sclusteraddress:224.0.0.255scclusterport:13100
threadsperprocess:150[RDBMS Settings]
threadsperprocess:150[RDBMS Settings]
threadsperprocess:150[RDBMS Settings]
Web tier web xml /Windows client connections(excerpts)
sc.cfg / scstart (excerpt)
sc.ini (excerpt)
sc.cfg / scstart (excerpt)
sc.ini (excerpt)
sc.cfg / scstart (excerpt)
sc.ini (excerpt)
ServiceCenterserver
myserver 1
ServiceCenterserver
myserver 2
ServiceCenterserver
myserver 3
ServiceCenter tailoring environment
Application code may not be modified; this ensures easier upgrade experience
The workflow control engine lets customers configure settings for the data rules and UI
The tailoring engine provides both data and UI controls
Tailoring engineData controls• Database dictionary utility• Data policy• Links
UI controls• Forms
designer• Format
control• Inboxes• Queues• Menues• DVD
Workflow control engine(configuration settings)
Application modulesRAD workflow engine
ServiceCenter DatabaseP4 and/or RDBMS
Extended environment
Service DeskIncident
ManagementProblem
Management
Cata
log
Em
plo
yee S
elf S
erv
ice
ChangeManagement
ConfigurationManagement
Service LevelManagement
ScheduledMaintenance
RequestManagement
Asset ContractManagement
Knowledge Management
CMDB
OpenView
Integration layer
SC Automation Connect-It Web Services
Application Inventory Protocol level
DB platforms
• SQL
• Oracle
• DB2
• Sybase
• P4
Server platforms
• Windows NT
• Windows 2000/3
• HP-UX
• Linux
• AIX
• Solaris
Client OS
• Win32
• OS/2
• Linux
• UNIX
Client types
• Windows
• Web
• Text
Integration Technologies
Integration technologies• 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
• SCAutomate: event driven connectivity−Traditional API
−Delivered as an SDK and/or point-to-point adaptors
−ServiceCenter only
ServiceCenter: Web services interface• 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
Web services provides publish and consume capabilities• Publish/consume
−Publish = server role
−Consume = client role
• SC server can play both roles now−Publishing is automatic
• Any SC application can be exposed as a web service
• No coding is required
−Consumption• Requires coding in Javascript
• Follows customary RPC programming model
ServiceCenter: Connect-It
Connect-ItSC Automation Web Services
Integration layer
OpenViewOpenView
• Asset Management• BizDoc• Configuration
Management (Radia)• Enterprise Discovery• Desktop Inventory• Network Discovery• RDS• SCAuto listener• ServiceCenter• ServiceCenter Web
Service• Service Desk
• Asset Management• BizDoc• Configuration
Management (Radia)• Enterprise Discovery• Desktop Inventory• Network Discovery• RDS• SCAuto listener• ServiceCenter• ServiceCenter Web
Service• Service Desk
ApplicationApplication
• Remedy Action Request System
• IBM Lotus Notes• LANDesk Software
Distribution• Mercury Dashboard
(BAC)• Mercury UCMDB (MAM
& BAC)• Tivoli Configuration
Manager for Software Distribution
• Tivoli Enterprise Console
• Tivoli Enterprise Data Warehouse
• SAP
• Remedy Action Request System
• IBM Lotus Notes• LANDesk Software
Distribution• Mercury Dashboard
(BAC)• Mercury UCMDB (MAM
& BAC)• Tivoli Configuration
Manager for Software Distribution
• Tivoli Enterprise Console
• Tivoli Enterprise Data Warehouse
• SAP
InventoryInventory
• Altiris for inventory• CA Unicenter AMO• LANAuditor iInventory• LANDesk for inventory• Microsoft SMS• Tally TS.Census• Tangram Asset Insight• Tivoli Configuration
Manager for inventory• WinPark Actima
• Altiris for inventory• CA Unicenter AMO• LANAuditor iInventory• LANDesk for inventory• Microsoft SMS• Tally TS.Census• Tangram Asset Insight• Tivoli Configuration
Manager for inventory• WinPark Actima
Protocol levelProtocol level
• Command line• Database• Delimited text• Email• IBM MQSeries• LDAP• NT Security• Web Service• XML• XML Listener
• Command line• Database• Delimited text• Email• IBM MQSeries• LDAP• NT Security• Web Service• XML• XML Listener
Connect-It features• Extends the value of HP OpenView ITSM applications• Flexible and easy to use graphical integration
scenario builder• Robust reconciliation engine• Powerful transformation capabilities• Extensible business process modeling• Comprehensive list of connectors• Scheduled and real-time integration scenarios• Efficient monitoring and reporting tools
Connect-It benefits• Extends the value of HP OpenView ITSM applications• Integrates ITSM solutions with almost any data
source• Helps make informed business decisions• Improves data quality and integrity• Value for money• Built-in best practice integrations• Reduced implementation time• Reduced maintenance costs• Brings the power of an EAI at the costs of a gateway
Connect-It scenario builderand mapping
HP OpenView SCAutomate
Connect-ItSC Automation Web Services
Integration layer
OpenViewOpenView
• Operations• Network Node Manager
• Operations• Network Node Manager
ApplicationApplication
• CA Aprisma Spectrum• CA Unicenter AMO• CA Unicenter TNG• IBM Lotus Notes• Tally NetCensus • Tivoli Enterprise
Console• Tivoli NetView• Tivoli Business Systems
Management
• CA Aprisma Spectrum• CA Unicenter AMO• CA Unicenter TNG• IBM Lotus Notes• Tally NetCensus • Tivoli Enterprise
Console• Tivoli NetView• Tivoli Business Systems
Management
InventoryInventory
• (see Connect-It)• (see Connect-It)
Protocol levelProtocol level
• Email• Facsimile• Pager• Software Development
Kit• Flat file
• Email• Facsimile• Pager• Software Development
Kit• Flat file
Thank you
Backup
Knowledge featuresFeature Get-Answers Knowledge
Management in ServiceCenter 6.2
Integration with Incident
Integration with Problem
Integration with Self-service
Create knowledge
Knowledge work flow
KCS roles
Search Engine integration
URL crawl support *next app release
Web client access
Forms to author various types of knowledge
Submit to more than one category in one step
Ability to manage categories not just at the top level but further down the tree
Editorial work flow
Natural language and advanced search
Document ranking on usage
KCS report templates
Role based searching of categorized content both categories and sub-categories
Rich text authoring with brand ability to documents
ServiceCenter TAP partners
Service Desk
Goal• Provides a consolidated interface for all IT service
issues and request
Features
• Provides agents at the Service Desk 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 a maximum number of calls to be resolved in the first call, avoiding expensive and unnecessary escalation
Benefits
• Improves agent effectiveness and productivity• Helps increase first-call resolution rates• Supports consistent quality of service
Service Level Management
Goal• Provides a means to maintain and improve IT service
quality through the constant cycle of agreeing, monitoring and reporting
Features
• Allows IT to define service level objectives and expectations
• Provides a process framework to develop and execute on specific service and operational level agreements
• Proactively alerts IT before agreements are breached• Workflow capabilities and grouping in Configuration
Management leverage outage spreading so that management is informed of the CI details and potential impact before the agreement is breached
Benefits
• Can reduce cost through improved resource allocation • IT services are defined and Service Level Management
drives the business processes• Provides better measurements for prioritizing service
tasks • Helps drive service delivery cost and align them with
the business need
Contract ManagementGoal • Allows management of 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
Benefits• Provides cost control measurements so that better
decision can be made on planning changes, responding to business requests, and assigning work
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