ovsc cp overview

7/28/2019 Ovsc Cp Overview

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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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July 6, 2013

Mature, out-of-boxprocesses

Agnostic, analytical, adaptive

Extensible and integratedITSM application suite

HP OpenView ServiceCentermanages IT


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July 6, 2013

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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July 6, 2013

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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July 6, 2013

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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July 6, 2013

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%



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




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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July 6, 2013

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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July 6, 2013

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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July 6, 2013

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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July 6, 2013

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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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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July 6, 2013

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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July 6, 2013

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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July 6, 2013

ServiceCenter applicationenvironment

CallManagement

Incident

Management

ProblemManagement

Change

Management




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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July 6, 2013

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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July 6, 2013

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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July 6, 2013

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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July 6, 2013

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


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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July 6, 2013

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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