ovsc cp overview 62

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


ManagementProblem

Management

Cata

log

Em

plo

yee S

elf S

erv

ice

ChangeManagement




RequestManagement



CMDB

Integration


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


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



Services

0.02.04.06.08.0

Overall

Services

Profesional

Services

Support

Services

BMC Remedy HP ServiceCenter CA


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

“ 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


ManagementProblem

Management

Cata

log

Em

plo

yee S

elf S

erv

ice

ChangeManagement




RequestManagement



CMDB

Integration


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


ManagementProblem

Management

Cata

log

Em

plo

yee S

elf S

erv

ice

ChangeManagement




RequestManagement



CMDB

Integration


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




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


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


SLA


OSAppAppApp

`


SLA


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


OLA


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

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

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


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


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• 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

Email

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

sknox

consider a client enhancement slide showing the new html editor and viewer making this work like this.

…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)


ManagementProblem

Management

Cata

log

Em

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ChangeManagement




RequestManagement



CMDB

Integration


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


Threads 150

...

1

2

3


Threads 150

...

1

2

3

PortRange

PortRange

PortRange

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

`



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


Port13083

SSL Port 13084

`


scenter -servletcontainer -httpPort:13081 -httpsPort:13082scenter -servletcontainer -httpPort:13083 -httpsPort:13084

scenter -servletcontainer -httpPort:13081 -httpsPort:13082scenter -servletcontainer -httpPort:13083 -httpsPort:13084


Port13081

SSL Port 13082


Port13083

SSL Port 13084


Port13081

SSL Port 13082


Port13083

SSL Port 13084


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



threadsperprocess:150[RDBMS Settings]



Web tier web xml /Windows client connections(excerpts)


sc.ini (excerpt)


sc.ini (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


ManagementProblem

Management

Cata

log

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ChangeManagement




RequestManagement



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




Benefits

• Improves agent effectiveness and productivity• Helps increase first-call resolution rates• Supports consistent quality of service


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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