HP OpenView ServiceCenter overview

Speaker name Title, HP

2006 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

HP OpenView ServiceCenter manages IT

Extensible and integrated ITSM application suite

Mature, out-of-box processes

Agnostic, analytical, adaptive

July 6, 2013

IT service management challenges

Consolidated service desk
How do we consolidate service desk tasks and processes for consistency and efficiency over many different business units and geographical locations?

CMDB
How do I establish a federated CMDB so that all in IT operations has access to a single source of CI?

Configuration management
How do I manage the data and processes related to controlling the CIs in my infrastructure?

July 6, 2013

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?

Service level management

How do I establish the relationship between what business users expect and what they get in service levels? How can I manage resources so that service levels are quantifiable and routinely met?

Organizational survival
How do I articulate what IT does for the rest of the business?

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HP OpenView momentum and leadership

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
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ServiceCenter: Designed for modern, global ITOs

Open technology foundation Software depth

Centralizes information to identify and eliminate infrastructure failures Increases availability for critical business services Improves utilization of high-cost resources

Call Management

Problem Management

Request Management

Knowledge

Diagnostics

Incident Management

Change Management

Service Level Management

Employee Self Service

Configuration Management

Scheduled Maintenance

Asset Contract Management Integration Analytics

Discovery

Reporting CMDB

July 6, 2013

ServiceCenter: A legacy of success

Robust, enterprise-class service management solution

Based on more than 25 years of service management focus and experience

Comprehensive ITIL-aligned practices Highly rated by independent experts Extensive service management solution Highly experienced support team geared for large organizations

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ITIL support

July 6, 2013

ServiceCenter is ITIL-aligned
Planning to implement service management T h e b u s i n e s s The business perspective Service management Service Service Support support ICT infrastructure management T h e t e c h n o l o g y

Service Service Delivery delivery

Security management

Application management

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Standard, repeatable processes

Repeatable, documented processes are essential to improving IT service delivery and management. The ITIL framework provides an effective foundation for quality IT service management.

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)

July 6, 2013

Our commitment to ITIL

Introduced SLA module Introduced Request Management

ServiceCenter 6.0

1999 2004 1991 1990 1989

Introduced open integration NSM platforms Introduced self service ServiceCenter 6.1 suite is reverified; problem and SLM improved per ITIL processes

2000 2003
ServiceCenter 5.x

Continued commitment to ITIL

2005

Introduced first service desk; CCTA initiates ITIL

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Core value propositions

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Improves productivity

Technicians do their jobs faster Administrators create forms with drag-and-drop tools Managers get quick, visual information to make smarter decisions Power users can create customized perspectives

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Easy to use and communicate

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

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Improves service levels

July 6, 2013

Reduces cost
Suggested Value Inputs Total calls (inbound + outbound) 150,000 % - New calls/ incidents 30% % - Password resetting 25% % - Status follow-up calls 24% % - General non-ITAssumptions calls 21% Inbound calls as percent of total 80% Estimated call reduction - inbound calls Average call time (inbound only) 15 Estimated call reduction - outbound calls Average call time (outbound only) for self service (% of call time) 20 Time required Total number of incidents 15,000 Cost of human factors % of incidents - low priority call time reduction - inbound 80% Estimated % of incidents - medium priority 15% Estimated call time reduction - outbound % of incidents - high priority 5% User Input 850,000 30% 25% Forrester 24% 21% Default 80% 5% 22 10% 10 20% 400,000 30% 80% 10% 15% 15% 5%

Estimated incident reduction time - L1 Estimated incident reduction time - L2 Estimated incident reduction time - L3

10% 15% 5%

User Input 5% 10% 20% 15% 10% 15% 10% 10% 12%

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Mitigates risk

Reduced outages Predictable response to unplanned outages Consistent practices across disparate geographies and service desks Predictable change

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Change calendar: Visibility into people, process, activity

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Making decisions based 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?

July 6, 2013

New capabilities - ServiceCenter 6.1

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

July 6, 2013

Capabilities
July 6, 2013

Environment
Call Management Problem Management Request Management Knowledge

Diagnostics Incident Management Change Management Service Level Management

Employee Self Service

Configuration Management

Scheduled Maintenance

Asset Contract Management Integration

Discovery

Reporting

Analytics

CMDB

July 6, 2013

ServiceCenter call flow: Problem management

Report issue
Service Management Create call Incident Management Research solution Create incident Problem Management Determine cause Resolved? Troubleshoot Problem corrected? CLOSE Permanent fix found? Document resolution Document close Close Approval process Change Management

Create request

Implement change

End process

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ServiceCenter web interface

July 6, 2013

Service Management (aka call management)

Goal

Provides a single point of contact for all IT service issues and requests
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 and routed appropriately. Allows the maximum number of calls to be resolved in the first call, avoiding expensive and unnecessary escalation Designed to increase first-call resolution Supports consistent quality of service

Features

Value

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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 business operations

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 SLAs Automates incident assignments and escalations

Value
Promotes incident resolution in the minimal time possible
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Incident Management

July 6, 2013

Configuration Management
Goal

Accounts for all IT assets and configurations that comprise the business services 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 Accurate CI information is an enabler to service desk, change, problem, asset and other IT functions

Features

Value

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Configuration Management

July 6, 2013

Problem Management

Goal
Helps prevent the recurrence of incidents

Features
Allows 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-tomany relationship Allows routing of problem records technicians based on skill set, location and availability

Value
Allows problems to be isolated and correlated to multiple incidents, thereby accelerating incident resolution

July 6, 2013

Problem Management

July 6, 2013

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 a back-out plan and enforces consistent processes Accommodates complex changes with multiple parallel tasks, phases and dependencies Highly tailorable to accommodate unique and complex change processes Graphical workflow capability Change calendar provides global view in Outlook format 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

Value

July 6, 2013

Change Management

July 6, 2013

Service Level Management

Goal

To maintain and improve IT service quality through a constant cycle of agreeing, monitoring and reporting to meet the customers business objectives Provides the means to develop and execute on specific service and operational 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 Provides visibility into cost of service and service delivery metrics

Features

Value

July 6, 2013

Service Level Management

July 6, 2013

Scheduled Maintenance
Goal

Provides control and management for repetitive IT tasks Unlimited number of maintenance tasks Out-of-box templates Alerts for pending tasks Ensures execution on maintenance service agreements Allows IT to perform maintenance at the optimum time and with minimal user impact

Features

Value

July 6, 2013

Scheduled Maintenance

July 6, 2013

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 provide fulfillment Reduces costs and streamlines fulfillment of goods and services

Value

July 6, 2013

Request Management

July 6, 2013

Asset Contract Management

Goal

Allows management of asset contracts 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

Features

Value

Provides cost control measures throughout the portfolio

July 6, 2013

Self Service Ticketing

July 6, 2013

Administration
There are a variety of tools for managing the ServiceCenter suite.The Support tools define the data that underpins the processes including Utilities manage the server and database contacts, locations, vendors, etc. environments.

July 6, 2013

Transition slide

Technology and architecture

July 6, 2013

ServiceCenter architecture

Presentation

Applications

Database

July 6, 2013

Three-tiered client/server architecture Ultra-thin client processes keyboard events only Extensive client platform support from phones, Windows and the web All application processing occurs on the application server Application server layer forks processes for every client connection Database layer is accessed via native SQL calls; e.g. Oracle OCI Massive client and server scalability

ServiceCenter tailoring environment

Forms Designer Format Control Data Policy

Macros
Publish and Subscribe Database Manager

Tailoring utilities

Custom Links

Menu Manager
Display Options

Java Script

Application source code

RAD applications

SC satabase P4 or RDBMS

July 6, 2013

ServiceCenter application environment

DB platforms
SQL Oracle DB2 Sybase P4

Call Management

Problem Management

Request Management

Client OS
Win32 OS/2 Linux UNIX

Incident Management

Change Management

Service Level Management

Server platforms
Windows NT Windows 2000/3 HP-UX Linux AIX Solaris Configuration Management

Client types
Scheduled Maintenance
Asset Contract Management Windows Web Text

SC Automation

Connect-It Integration layer

Web Services

OpenView

Application

Inventory

Protocol level

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Transition slide

Integration

July 6, 2013

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

ServiceCenter Automation: event-driven connectivity

Traditional API

Delivered as an SDK and/or point-to-point adaptors For ServiceCenter only

July 6, 2013

ServiceCenter 6.1 enhancements: 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
July 6, 2013

Web services provides publish and consume capabilities

Publish/consume

Publish = server role Consume = client role Publishing is automatic

ServiceCenter server can play both roles now

Any ServiceCenter module can be exposed as a web service No coding is required Requires coding in Javascript Follows customary RPC programming model

Consumption

July 6, 2013

HP OpenView Connect-It and Integration Connectors

ServiceCenter Automation Connect-It Web services

Integration layer OpenView

Asset Management BizDoc Configuration Management (Radia) Enterprise Discovery Desktop Inventory Network Discovery RDS ServiceCenter Automation listener ServiceCenter ServiceCenter Web Service Service Desk

Application
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

Inventory
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 level
Command line Database Delimited text Email IBM MQSeries LDAP NT Security Web Service XML XML Listener

July 6, 2013

Connect-It features

Extends the value of HP OpenView ITSM solutions 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
July 6, 2013

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

July 6, 2013

Connect-It scenario builder and mapping

July 6, 2013

HP OpenView ServiceCenter Automation

ServiceCenter Automation Connect-It Integration layer Web Services

OpenView
Operations Network Node Manager

Application
CA Aprisma Spectrum CA Unicenter AMO CA Unicenter TNG IBM Lotus Notes Tally NetCensus Tivoli Enterprise Console Tivoli NetView Tivoli Business Systems Management

Inventory
(see Connect-It)

Protocol level
Email Facsimile Pager Software Development Kit Flat file

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Transition slide

Case studies
July 6, 2013

Success story: Consolidated service desk and asset management

Customer overview

Business objectives

United States-based global financial institution

175,000 employees worldwide 5700 banking centers in U.S. 160,000+ desktop and laptops 30,000 Windows and midrange servers

Gain control over their complex IT infrastructure Implement standard business practices across the enterprise for problem, change and inventory management

Business challenges

Solution

Complex distributed IT infrastructure High costs and inefficiency due to disparate business practices Poor service levels

Integrated asset and service management

HP OpenView ServiceCenter

HP OpenView AssetCenter

Business value

Estimated cost savings of $1 - 3 million annually, business process efficiency and improved asset management

July 6, 2013

Success story: Service control

Customer overview

Solution

United States healthcare provider

25th largest U.S. health system Over 30,000 employees More than 375 locations in 9 states

Service control
Incident Management Change Management

Service Management
Scheduled Maintenance Value Path Services

Business challenges

Inefficient business practices causing system outages, high costs

Business value

Business objectives

Standardized and automated workflow Get-Services provides single point of entry Improved customer service Unified tracking and reporting

Consolidate processes, automate workflows Implement a global change process Efficiently work across facilities

Reduced cost of doing business

Increase change success rate

July 6, 2013

Success story: Service alignment

Customer overview

Solution

Global financial services organization

Operations in 60 countries 38 million customers

Service Alignment Service Management Change Management Incident Management

Business challenges

Demonstrate value to business units by defining, tracking, and reporting on service management Improve overall customer service Automate and provide real-time SLA data Develop an SLA hierarchy and develop prioritization

Value Path Services

Business value

Improved first call resolution by 400 percent Central repository for all SLA information Report metrics to show actual performance against commitments

Business objectives

July 6, 2013

HP logo white on blue