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2006 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice
HP OpenView
ServiceCenteroverview
Speaker name
Title, HP
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Mature, out-of-boxprocesses
Agnostic, analytical, adaptive
Extensible and integratedITSM application suite
HP OpenView ServiceCentermanages IT
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Consolidated service desk How do we consolidate service desk
tasks and processes for consistencyand efficiency over many differentbusiness units and geographicallocations?
CMDB How do I establish a federated
CMDB so that all in IT operationshas access to a single source of CI?
Configuration management How do I manage the data andprocesses related to controlling theCIs in my infrastructure?
IT service management challenges
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IT service management challenges
Service request management How do I create a catalog of goods
and services that exposes what ITcan offer and at what price?
Service level management How do I establish the relationship
between what business usersexpect and what they get in servicelevels? How can I manageresources so that service levels arequantifiable and routinely met?
Organizational survival How do I articulate what IT does for
the rest of the business?
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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
HP OpenView momentum andleadership
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ServiceCenter: Designed formodern, global ITOs
Open technologyfoundation
Software depth Centralizes information
to identify and eliminateinfrastructure failures
Increases availability for
critical business services Improves utilization of
high-cost resources
CallManagement
IncidentManagement
ProblemManagement
ChangeManagement
Asset ContractManagement
ScheduledMaintenance
ConfigurationManagement
RequestManagement
Service LevelManagement
Discovery Reporting Analytics
Knowledge
Employee SelfService
Diagnostics
Integration
CMDB
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Robust, enterprise-class service management solution
Based on more than 25 years of service managementfocus 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
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ITIL support
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ICT
infrastructuremanagement
Planning to implement service managementThe
business
Service management
Application management
Service
Support
Service
Delivery
The
businessperspective Service
support
Servicedelivery Security
management
ServiceCenter is ITIL-aligned
The
technology
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Quality
Predictability
Consistency
Repeatable, documented processes areessential to improving IT service delivery andmanagement. The ITIL framework providesan effective foundation for quality IT service
management.
ITIL has gained significant traction in the last 12
months. About a third of $1 billion-plus companiesare starting to implement ITIL.
Thomas Mendel Forrester (2004)
Standard, repeatable processes
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Continuedcommitmentto ITIL
1989
1990
1991
Introduced
first service desk;
CCTA initiates ITIL
IntroducedRequestManagement
Introduced openintegration NSMplatforms
1999
Introduced SLAmodule
2000
Introduced
self service
2004
ServiceCenter 6.0
2003
ServiceCenter 5.x2005
ServiceCenter 6.1 suite isreverified; problem and SLMimproved per ITIL processes
Our commitment to ITIL
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Core value
propositions
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Improves productivity
Technicians do their jobsfaster
Administrators create formswith drag-and-drop tools
Managers get quick, visualinformation to make smarterdecisions
Power users can create
customized perspectives
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Easy to use and communicate
Unified view into relevantissues
Real-time status update
Drag and drop URLs,
intuitive sharing features People can view and
share real time charts
Global language support
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Improves service levels
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Inputs
SuggestedValue User Input
Total calls (inbound + outbound) 150,000 850,000
% - New calls/ incidents 30% 30%
% - Password resetting 25% 25%
% - Status follow-up calls 24% 24%
% - General non-IT calls 21% 21%
Inbound calls as percent of total 80% 80%
Average call time (inbound only) 15 22
Average call time (outbound only) 20 10
Total number of incidents 15,000 400,000
% of incidents - low priority 80% 80%
% of incidents - medium priority 15% 15%
% of incidents - high priority 5% 5%
Assumptions
Forrester
Default User Input
Estimated call reduction - inbound calls 5% 5%
Estimated call reduction - outbound calls 10% 10%
Time required for self service (% of call time) 20% 20%Cost of human factors 30% 15%
Estimated call time reduction - inbound 10% 10%
Estimated call time reduction - outbound 15% 15%
Estimated incident reduction time - L1 10% 10%
Estimated incident reduction time - L2 15% 10%
Estimated incident reduction time - L3 5% 12%
Reduces cost
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Mitigates risk
Reduced outages Predictable response to unplanned outages
Consistent practices across disparate geographies andservice desks
Predictable change
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Change calendar: Visibility intopeople, process, activity
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Making decisionsbased on accurate data
Whats 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 dont? How often are we meeting service levels?
How long does it take to provision a new employee?
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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
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Capabilities
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Environment
Call Management
IncidentManagement
ProblemManagement
ChangeManagement
Asset ContractManagement
ScheduledMaintenance
ConfigurationManagement
RequestManagement
Service LevelManagement
Discovery Reporting Analytics
Knowledge
Employee SelfService
Diagnostics
Integration
CMDB
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Research
solution
Create call
Resolved?
ServiceManagement
CLOSE
Troubleshoot
Createincident
Permanentfix found?
IncidentManagement
Documentclose
Documentresolution
Determinecause
Problemcorrected?
ProblemManagement
Close
Approval
process
Createrequest
ChangeManagement
End
process
Implementchange
Report issue
ServiceCenter call flow:Problem management
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ServiceCenter web interface
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Service Management(aka call management)
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 androuted 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
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Service Management
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Incident Management
Goal To restore normal service operation as quickly as
possible and minimize the adverse impact on businessoperations
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 SLAsAutomates incident assignments and escalations
Value Promotes incident resolution in the minimal time
possible
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Incident Management
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Configuration Management
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
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Configuration Management
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Problem Management
Goal Helps prevent the recurrence of incidents
FeaturesAllows 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 relationshipAllows routing of problem records technicians based on skill set,
location and availability
ValueAllows problems to be isolated and correlated to multiple incidents,
thereby accelerating incident resolution
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Problem Management
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Change Management
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 aback-out plan and enforces consistent processes
Accommodates complex changes with multiple parallel tasks, phases anddependencies
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
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Change Management
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Service Level Management
Goal To maintain and improve IT service quality through a constant cycle of
agreeing, monitoring and reporting to meet the customers businessobjectives
Features
Provides the means to develop and execute on specific service andoperational 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
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Service Level Management
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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 minimaluser impact
Scheduled Maintenance
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Scheduled Maintenance
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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
Request Management
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Request Management
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Asset Contract Management
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
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Self Service Ticketing
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Utilities manage the server and databaseenvironments.
AdministrationThere are a variety of tools for managing theServiceCenter suite.The Support tools define the
data that underpins the processes includingcontacts, locations, vendors, etc.
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Transition slide
Technology andarchitecture
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Three-tiered client/serverarchitecture
Ultra-thin client processes keyboardevents only
Extensive client platform supportfrom phones, Windows and the web
All application processing occurs onthe application server
Application server layer forks
processes for every clientconnection
Database layer is accessed vianative SQL calls; e.g. Oracle OCI
Massive client and server scalability
Database
Applications
Presentation
ServiceCenter architecture
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SC satabaseP4 or RDBMS
RAD applications
Java Script
Database Manager
Publish and Subscribe
Macros
Data Policy
Display Options
Menu Manager
Custom Links
Format Control
Forms Designer
Tailoring
utilities
Applicationsource code
ServiceCenter tailoring environment
ServiceCenter application
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ServiceCenter applicationenvironment
CallManagement
Incident
Management
ProblemManagement
Change
Management
Asset ContractManagement
ScheduledMaintenance
ConfigurationManagement
RequestManagement
Service Level
Management
SC Automation
DB platformsSQL Oracle DB2Sybase P4
Serverplatforms Windows NT Windows 2000/3 HP-UX Linux AIX Solaris
Client OS Win32 OS/2 Linux UNIX
Client types Windows Web Text
Web ServicesConnect-It
Integration layer
Application Inventory Protocol levelOpenView
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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
ServiceCenter 6 1 enhancements:
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ServiceCenter 6.1 enhancements:Web services interface
Added consumption of web services to allowcustomers 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 givenImproved publishing through web services
Publishing gives customers access to ServiceCenter data withoutthe 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
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Web services provides publish andconsume capabilities
Publish/consume Publish = server role
Consume = client role
ServiceCenter server can play both roles now Publishing is automatic
Any ServiceCenter module can be exposed as a web service No coding is required
Consumption Requires coding in Javascript
Follows customary RPC programming model
HP OpenView Connect It and
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Application Inventory Protocol level
ServiceCenterAutomation
Web servicesConnect-It
Integration layer
OpenView
Remedy Action Request SystemIBM Lotus NotesLANDesk Software DistributionMercury Dashboard (BAC)Mercury UCMDB (MAM &
BAC)Tivoli Configuration Manager
for Software DistributionTivoli Enterprise ConsoleTivoli Enterprise Data Warehouse
SAP
Altiris for inventoryCA Unicenter AMOLANAuditor iInventoryLANDesk for inventoryMicrosoft SMSTally TS.CensusTangram Asset InsightTivoli Configuration Manager
for inventory
WinPark Actima
Command lineDatabaseDelimited textEmailIBM MQSeriesLDAPNT SecurityWeb ServiceXMLXML Listener
Asset ManagementBizDocConfiguration Management
(Radia)Enterprise DiscoveryDesktop InventoryNetwork DiscoveryRDSServiceCenter Automation listenerServiceCenter
ServiceCenter Web ServiceService Desk
HP OpenView Connect-It andIntegration Connectors
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Connect-It features
Extends the value of HP OpenView ITSMsolutions
Flexible and easy-to-use graphical integrationscenario 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
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Connect-It benefits
Extends the value of HP OpenView ITSM solutions 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 cost of a gateway
Connect It scenario builder and
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Connect-It scenario builder andmapping
HP OpenView ServiceCenter
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HP OpenView ServiceCenterAutomation
ServiceCenterAutomation Web ServicesConnect-It
Integration layer
Application Inventory Protocol levelOpenView
CA Aprisma SpectrumCA Unicenter AMOCA Unicenter TNGIBM Lotus NotesTally NetCensusTivoli Enterprise ConsoleTivoli NetViewTivoli Business SystemsManagement
(see Connect-It) EmailFacsimilePagerSoftware Development KitFlat file
OperationsNetwork Node Manager
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Transition slide
Casestudies
Success story: Consolidated service
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United States-based global financialinstitution
175,000 employees worldwide
5700 banking centers in U.S.
160,000+ desktop and laptops
30,000 Windows and midrange servers
Customer overview
Business challenges
Gain control over their complexIT infrastructure
Implement standard businesspractices across the enterprisefor problem, change andinventory management
Business objectives
Business value
Complex distributed ITinfrastructure
High costs and inefficiency due todisparate business practices
Poor service levels
Estimated cost savings of $1 - 3million annually, business processefficiency and improved assetmanagement
Solution
Integrated asset and servicemanagement
HP OpenView ServiceCenter HP OpenView AssetCenter
Success story: Consolidated servicedesk and asset management
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United States healthcare provider
25th largest U.S. health system
Over 30,000 employees
More than 375 locations in 9 states
Customer overview
Business challenges Inefficient business practices
causing system outages, highcosts
Service control
Incident Management
Change Management
Service Management
Scheduled Maintenance
Value Path Services
Solution
Business value
Business objectives
Consolidate processes, automate workflows
Implement a global change process
Efficiently work across facilities
Increase change success rate
Standardized and automated workflow
Get-Services provides single point of entry
Improved customer service
Unified tracking and reporting
Reduced cost of doing business
Success story: Service control
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Success story: Service alignment
Global financial services organization
Operations in 60 countries
38 million customers
Customer overview
Business challenges
Demonstrate value to businessunits by defining, tracking, andreporting on servicemanagement
Service Alignment
Service Management
Change Management
Incident Management
Value Path Services
Solution
Business value
Business objectives
Improve overall customer service
Automate and provide real-time SLA data
Develop an SLA hierarchy and developprioritization
Improved first call resolution by 400 percent
Central repository for all SLA information
Report metrics to show actual performanceagainst commitments
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