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Slide 1: HP Op e n Vie w Bu s in e s s Se rv ic e M n a g e m e n t a .I tro d u c tio n to BSM n , .HP OV Bu s in e s s Pro c e s s I s ig h t, n .BSMfo r I TSM+ e xa m p le . Z m d e Oliv e ira e HP So ftw a re © 2 0 0 5 He w le tt-Pa c k a rd De v e lo p m e n t Co m p a n y, L.P. Th e in fo rm a tio n c o n ta in e d h e re in is s u b je c t to c h a n g e w ith o u t n o tic e
Slide 2: HP a p p ro a c h to Bu s in e s s Se rv ic e M n a g e m e n t a • A b u s in e Mangaegm mnetn t e b u s in e s s c a re a b o u t a e e th Mn a • s s p rio ritize d a p p ro a c h toBusninte srp sris e m a n a g e m e n t eBus ein ess • SeSe rv e e es Se rv ic ic rv ic Lin k b u s in e s s p ro c e s s to k e y a p p lic a tio n s & th e ir in fra s tru c tu re • M a s u ra b le e im p ro v e m e n ts to k e y a p p lic a tio n s a n d k e y p ro c e s s e s • Bu s in e s s -le v e l m e tric s •Ue s b u s in e s s im p a c t & h e a lth to p rio ritize I a c tio n s T • Bu s in e s s -s ig n ific a n t c o m m u n ic a tio n o u tw a rd • I b e c o m e s a p o s itiv e e n a b le r T fo r b u s in e s s g ro w th
Slide 3: Op e n Vie w Bu s in e s s Pro c e s s I s ig h t 2 .0 n - h o w d o e s it w o rk ? Bu s in e s s Wh a t is th e s ta te o f e a c h b u s in e s s tra n s a c tio n , w h e re is it w ith in th e p ro c e s s a n d h o w m u c h is it w o rth ? a p p lic a tio n s & d a ta s o u rc e s th ro u g h Op e n Ad a p to r o r iWa y Bu s in e s s Se rv ic e SLO’s v ia BPI m e tric s /th re s h o ld s Bu s in e s s p ro c e s s m o n ito rin g & b u s in e s s im p a c t Lin k I in fra s tru c tu re T h e a lth & p e rfo rm a n c e a t e a c h s te p Ap p lic a tio n & in fra s tru c tu re m o n ito rin g (OVO, OVSN, OVI OVSD o r S, a lte rn a tiv e s )
Slide 4: I a le rts h ig h lig h te d o n Flo w T Dia g ra m I th is c a s e n s h o w in g ‘a m a jo r ‘Sys te m s Fa ilu re ’ b lo c k in g a ll Re le a s e /Re fe rra l/ Ap p ro v a l/De s p a tc h b u s in e s s p ro c e s s e s Da s h b o a rd g iv e s v is ib ility o f h e a lth o f a p p lic a tio n s v e rs u s h e a lth o f b u s in e s s p ro c e s s in 3 6 0 d e g re e fa s h io n
Slide 5: Blo c k a g e in a p p ro v a ls Pa ym e n ts e xc e e d in g th e p re d e fin e d a p p ro v a ls th re s h o ld s w ill b e s e e n h e re . Clic k in g o n th e n u m b e r w ill ta k e yo u to a s c re e n lis tin g th e in s tru c tio n s g e n e ra tin g th a t a le rt le v e l
Slide 6: HP Op e n Vie w Po rtfo lio Th is s e s s io n ’s fo c u s
Slide 7: I p ro c e s s im p ro v e m e n ts T The automation of industry standard best practices into the daily workflows of the IT staff -- makes IT more consistent, responsible and reliable when handling IT tasks
Slide 8: Lo s in g s ite o f th e p ro c e s s e s a n d b e s t p ra c tic e s Be c o m e s h a rd e r to s p o t im p ro v e m e n t a re a s Be s t p ra c tis e a n d p ro c e s s a n a lys is Es p e c ia lly w ith m u ltip le a p p lic a tio n s I p le m e n te d a s ru le s m in s id e a n a p p lic a tio n Se e in g th e p ro c e s s e s a n d s im p le v ie w s is o fte n d iffic u lt
Slide 9: Ho w c a n yo u …. • Pro v id e s re a l-tim e v is ib ility in to th e I L p ro c e s s e s m a n a g e d b y yo u r TI HP Op e n Vie w Se rv ic e De s k s ys te m M n ito r th e e xa c t s ta tus o f b o th o Ch a n g e M n a g e m e n t a n d He lp a De s k a c tiv itie s us in g u n iq ue p ro c e s s -c e n tric v ie w s a n d m e tric s En a b lin g yo u to b e tte r m a n a g e a n d o p tim ize yo u r s ta ff w o rk flo w s a n d I L p ro c e s s e s m o re e ffe c tiv e ly TI • •
Slide 10: HP Op e n Vie w Se rv ic e De s k Pro c e s s I s ig h t p ro v id e s : n • • • • • • Be tte r a n d m o re tra n s p a re n t v is ib ility in to th e I TSM TI p ro c e s s e s /I L c u rre n tly m a n a g e d b y Se rv ic e De s k Ab s tra c te d p ro c e s s v ie w s th a t d ire c tly re p re s e n t h o w I L p ro c e s s e s TI a re typ ic a lly d e s c rib e d a n d d e s ig n e d Ab ility to p re d e fin e th re s h o ld s , a le rts a n d m e tric s o n p ro c e s s a c tiv itie s Sin g le to p -le v e l v ie w p o in t w ith d rill-d o w n s in to a ll k e y p ro c e s s e s w ith in Se rv ic e De s k Ou t-o f-th e -b o x e xa m p le p ro c e s s e s g e t yo u m o s t o f th e w a y th e re , ‘d e a d lin e ’ d riv e n d a s h b o a rd a n d s u p p o rte d a d a p te rs – e xte n d a b le Exte n s ib le to c o v e r I L p ro c e s s e s th a t s p a n m u ltip le Se rv ic e /He lp TI De s k s s ys te m s (HP a n d No n -HP)
Slide 11: HP Op e n Vie w Se rv ic e De s k Pro c e s s I s ig h t n b u ilt o n Op e n Vie w Bu s in e s s Pro c e s s I s ig h t n Cu s to m iza b le “d e a d lin e -d riv e n ” Se rv ic e De s k Pro c e s s Co n s o le Te m p la te p ro c e s s m o d e ls Pro c e s s h e a lth /Pe rfo rm a n c e m o n ito rin g SD Pro c e s s I s ig h t n a d d itio n a l c o m p o n e n ts Co re Bu s in e s s Pro c e s s I s ig h t n c o m po ne nt HP Op e n Vie w …… Se rv ic e De s k …………………… ……………… ……………… …… ‘Ev e n ts ’ Pre -c o n fig u re d & tun e d Se rv ic e De s k Da ta fe e d s ………… ………… …………………… ………… …………
Slide 12: Sim p le to p -le v e l v ie w s w ith d e ta ile d d rill-d o w n s in to in d iv id u a l p ro c e s s e s a n d a c tiv itie s • • • To p -le v e l ‘d e a d lin e -d riv e n ’ d a s h b o a rd . Se e a t a g la n c e w h e re p ro c e s s e s a re re la tiv e to th e ir d e a d lin e d a te Se rv ic e Su m m a ry p ro v id e s a s im p le s u m m a ry o f a c tiv e s e rv ic e c a lls a n d in c id e n ts a lo n g w ith a v e ra g e c o m p le tio n tim e s p e r s e rv ic e All d a s h b o a rd p a g e s a re c us to m iza b le Sim p le p ro c e s s m o d e ls (b a s e d o n d e fa u lt Se rv ic e De s k s e tu p ) a re p ro v id e d − − − − − I c id e n ts n Se rv ic e Ca lls Ch a n g e Re q u e s t Pro b le m s Wo rk Ord e rs • •
Slide 13: Pro c e s s s u m m a ry s c re e n s h o w s a t-a -g la n c e v o lu m e s a t e a c h s ta g e o f a p ro c e s s • Da s h b o a rd s h o w s a v e ra g e c o m p le tio n tim e s p e r s te p − Da ily v s w e e k ly a v e ra g e s • Fu rth e r d rill-d o w n s h ig h lig h t th e le v e l b e lo w , s h o w in g a ll p ro c e s s in s ta n c e s a n d a c tiv itie s a t a p a rtic u la r p ro c e s s s te p
Slide 14: Drillin g -d o w n in to in d iv id u a l a c tiv itie s a n d p ro c e s s in s ta n c e s • • • • Vis ua lly s e e w h e re a p ro c e s s is (a lo n g w ith a s s o c ia te d d a ta ) Ch o o s e a tim e lin e v ie w to s e e h o w lo n g s p e c ific s te p s a re ta k in g Se e a n d d rill d o w n in to re la te d w o rk o rd e rs Ad d itio n a lly yo u c a n re c e iv e d a ta o n a ra n g e o f ‘p ro c e s s b e h a v io ur’ c rite ria s u c h a s b a c k lo g s a t a p a rtic u la r s te p , d u ra tio n a t, o r b e tw e e n p ro c e s s s te p s , out-ofs equence events and re-work loops
Slide 15: Yo u c a n th e n e xte n d th is te c h n o lo g y a n d fu rth e r im p ro v e b u s in e s s /I a lig n m e n t… T • Th e d e fa u lt p ro c e s s e s in HP Op e n Vie w Se rv ic e De s k Pro c e s s I s ig h t, a re n m o d e le d o n a b a s ic Se rv ic e De s k im p le m e n ta tio n − Th e s e m o d e ls a re th e n tu n e d to b e tte r re fle c t th e b e s t p ra c tic e I TSM p ro c e s s e s yo u h a v e im p le m e n te d in Se rv ic e De s k • Exte n d b e yo n d Se rv ic e De s k a lo n e − M n ito r I L p ro c e s s e s th a t g o a c ro s s m u ltip le (a n d n o n -HP) s e rv ic e o r h e lp o TI d e s k s ys te m s . − Go b e yo n d I p ro c e s s m o n ito rin g , le v e ra g in g th e s a m e c o re te c h n o lo g y to T m o n ito r a n d d e m o n s tra te th e im p ro v e m e n ts yo u a re m a k in g o n th e c o re b u s in e s s p ro c e s s e s o f yo u r o rg a n iza tio n − Re q u ire s a d d itio n a l fu ll BPI lic e n s e s • Exte n d to g a in re a l-tim e te le m e try a b o ut yo u r c ritic a l b us in e s s p ro c e s s e s
Slide 16: Arc h ite c tu re o v e rv ie w OVSD OVSD Client OVSD Client Client OVSD Server OVSD Database ITSM _HISTORYLINES _SERVICECALL ITSM _HISTORYLINES _INCIDENT ITSM _HISTORYLINES _CHANGE ITSM _HISTORYLINES _PROBLEM ITSM _HISTORYLINES _WORKORDER OVBPI Custom Dashboard OVBPI Trigger Trigger Trigger Trigger Trigger OVBPI_ITEM_ CHANGE_HIST OVBPI Adaptors
Slide 17: Exa m p le w a ys o f e xte n d in g yo u r im p le m e n ta tio n ….
Slide 18: Exa m p le c u s to m iza tio n : Ad d in g Se rv ic e Ca ll ‘Sig n o ff’ s ta tu s • Be c a u s e th e Se rv ic e Ca ll s ta tu s fie ld is b e in g m o n ito re d a lre a d y, it is a c a s e o f a d d in g th e s ta tu s in to th e Se rv ic e Ca ll p ro c e s s a n d re -d e p lo yin g .
Slide 19: Exa m p le c u s to m iza tio n : Filte r b y w o rk g ro u p • • I s te a d o f filte rin g b y a s p e c ific p e rs o n yo u m a y w a n t to filte r b y n w o rk g ro u p in s te a d . U e th e SDPI tra in in g d o c u m e n ta tio n to s e e h o w to m o n ito r th e s w o rk g ro u p fie ld (n o t m o n ito re d b y d e fa u lt).
Slide 20: Exa m p le c u s to m iza tio n : Cu s to m d e a d lin e “b u c k e ts "
Slide 21: Exa m p le : SD Pro c e s s I s ig h t (w e b u rl) in s id e n OV Se rv ic e De s k
Slide 22: I p ro v in g th e e ffe c tiv e n e s s o f th e m h e lp d e s k te a m a t I NG • • • Bu d a p e s t s e rv ic e c e n te r, 7 x2 4 x3 6 5 , a ll tra c k e d to SLAs Su c c e s s fully u s in g HP Op e n Vie w Se rv ic e De s k Bu t th e y n e e d e d : − Pre v e n tio n o f SLA b re a c h e s − Re a l-tim e s e rv ic e c a p a c ity m o n ito rin g − Be tte r re s o u rc e a llo c a tio n a m o n g th e Se rv ic e De s k o p e ra tio n − Ea s y a n d q u ic k im p le m e n ta tio n Reproduced by kind permission of
Slide 23: HP OV SDPI I p le m e n ta tio n m • • • • • • Re q u ire m e n t s p e c ific a tio n 1 day Se tu p /Cu s to m is a tio n 3 w e e k s (1 m a n -m o n th ) Pilo t ru n /fin e tu n in g o n g o in g Reproduced by kind permission of
Slide 24: I NG SCB Hu n g a ry • I c id e n t M m t n g • Pro b le m M m t g • Ch a n g e M m t g
Slide 25: Pro b le m M na g e m e nt a Reproduced by kind permission of
Slide 26: M n a g in g I a s a b u s in e s s @ I a T NG SCB Ww id e Re fe re n c e •Pre v e n tio n o f SLA b re a c h e s •Re a l tim e I s e rv ic e d e liv e ry T m o n ito rin g • I p ro v e d re s o u rc e a llo c a tio n m Cu s to m e r b u s in e s s c h a lle n g e • Cu s to m e r re s u lts /b e n e fits • Fu ll tra n s p a re n c y On ly w h a t is re le v a n t is v is ib le and in re a l tim e s p e c ify m e tric s , v is ib ility in c re a s e d • d is c o v e r k e y la te n c ie s & re fin e I T Se rv ic e p ro c e s s d e s ig n • M re o p tim a lly m e e t o u r SLA‘s & o d riv e o u t c o s ts • M n a g e in re a l tim e o u r a Se rv ic e Management Pla n • M na g e m e nt no w ha s a a b u s in e s s p e rs p e c tiv e o n h o w w e ll I T HP s o lu tio n • Pro o f No d ire c t v is ib ility o f h o w c lo s e SLAs a re to b e in g b re a c h e d @ th e I NG s e rv ic e c e n tre • Ne e d e d u p to th e m in u te d is p la y o f h o w w e ll Bu s in e s s Se rv ic e s a re d e liv e re d a s n e a r re a l tim e a s p o s s ib le • o f c o n c e p t fo r th e HP Op e n Vie w Se rv ic e De s k Pro c e s s I s ig h t n s o lutio n OV BPI (a s SDPI im p le m e n ta tio n ) • OVSD 4 .5 , Fo r BS1 5 0 0 0 / I SO 2 0 0 0 0 Ce rtific a tio n Se rv ic e M n a g e r a m u s t p ro v e I L p ro c e s s TI im p le m e n ta tio n s a re e ffic ie n t
Slide 27: C us tomer S tatement “At I NG w e h a v e im p le m e n te d ITIL p ro c e s s fo r IT S ervice Manag ement u s in g HP Op e n Vie w . Our s ervice des k I p ro c e s s e s a re c o re to th e w a y w e m e e t T S ervice L evel Objectives , s o w h e n HP in tro d u c e d Se rv ic e De s k Pro c e s s I s ig h t, w e w e re d e lig h te d . S DP I a llo w s us to m o n ito r th e o p e ra tio n a l e ffic ie n c y n o f th e d e liv e ry o f o u r I s e rv ic e s , a llo w in g b o th ta c tic a l a n d s tra te g ic d e c is io n s T to b e m a d e c o n c e rn in g a llo c a tio n o f re s o urc e s a n d p rio ritiza tio n o f o u r a c tio n to g overn the IT e c o s ys te m . U in g SDPI w ill m e a n th a t w e a re o n e s te p c lo s e r to s e n s u rin g a p e rfe c t e xp e rie n c e fo r o u r c u s to m e rs , a n d bus ines s s ervice level manag ement“ Ga b o r Pa ta y, CI Se rv ic e Ce n tre I O NG Hu n g a ry
Slide 28: Su m m a ry • SD Pro c e s s I s ig h t is b a s e d o n OVBPI b rin g in g a p ro v e n n p ro c e s s c e n tric a p p ro a c h to m o n ito rin g p ro c e s s p e rfo rm a n c e a n d h e a lth Th e “d e a d -lin e ” d riv e n c o n s o le a lo n g w ith th e e a s y ‘p ro c e s s ’ n a v ig a tio n , b rin g a v a lu a b le p e rs p e c tiv e in m o n ito rin g a Se rv ic e De s k im p le m e n ta tio n SD Pro c e s s I s ig h t is e xte n s ib le a n d c o u ld b e u s e d to n m o n ito r m o re c o m p le x I p ro c e s s th a n s p a n m u ltip le T s e rv ic e /h e lp d e s k in s ta lla tio n s • •
Slide 29: Questions and Answers