HP OpenView Service Desk 5.0 is a comprehensive, scalable IT service desk solution based on a unified configuration management foundation. Using the HP OpenView Service Desk solution, your IT organization can easily streamline IT service processes as well as manage the IT service life cycle through comprehensive service level management capabilities. Built on ITIL principles and leveraging industry best practices, Service Desk enables you to manage IT services and provide effective controls for your critical service support and service delivery processes.Key features and benefits•Integrated IT Service Desk solution built on a unified Configuration Management Database (CMDB)•Based on the ITIL standard and HP ITSM Best Practices •Complete Help Desk Management solution handles end-user calls as well as automated alerts and events from infrastructure management solutions •Comprehensive Change Management solution to control IT infrastructure change and improve service availability •Management of the whole life cycle of SLAs and OLAs, with a flexible model featuring multi-domain, time-based, multi-tiered SLAs •Service/SLA predictive and near real-time compliance dashboard•Smart notifications (e.g. SLA jeopardy/violation)•Help Desk, Change and Service Level smart reports •Out-of-the-box forms, views and business logic to jump-start deployments and achieve quicker timeto value•Tight integration with HP OpenView Operations, Service Navigator and Network Node Manager •Open metric adapter to link to any source of metrics for SLMHP OpenView Service Desk 5.0 software Data sheetPreliminary**Preliminary informationThe information in this brief should be considered preliminary and subjectto change. Please check with your HP OpenView sales representative forthe latest product information.Product overviewHP OpenView Service Desk helps you control and automate business processes, services and infrastructure for all depart-ments of your IT or service provider organization. Based on the IT Infrastructure Library (ITIL) standard and best practices, the service management solution offers out-of-the-box function-ality without having to compromise on flexibility or openness. Service-delivery and support processes can be streamlined with a single workflow that integrates all processes.With HP OpenView Service Desk, you can manage service level agreements (SLAs). It shows the IT infrastructure components on which a service relies, which customers are receiving the service, and who is managing and supporting the service. It seamlessly brings together operational management and customer management to enable enterprise organizations and service providers to differentiate service levels successfully and manage the customer experience.The solution has standards-based open interfaces and adapters you can use to integrate to other solutions. With its powerful functionality, an intuitive user interface and drag-and-drop customization, HP OpenView Service Desk has established itself as the premier solution for service providers and enterprise customers.With HP OpenView Service Desk 5.0, your IT organiza-tion can respond more effectively to today’s IT challenges. It provides an integrated IT service desk solution built on a unified configuration management concept to enable seamless workflow integration across IT service management processes.HP OpenView Help Desk Manager 5.0 A comprehensive integrated help desk solutionA key element of a well-running IT service provider organi-zation is a central customer interface that acts as the hub between the service consumers and the IT organization. Whether that interface is provided through a web interface, through e-mail or through a telephone, HP OpenView Help Desk Manager 5.0 provides in-depth support. Through the seamless integration with the configuration management database of HP OpenView Service Desk, your front-line support agents have all information they needat their fingertips.In addition, the out-of-the-box integrations between HP OpenView Help Desk Manager and HP OpenView Operations and Service Navigator, HP OpenView Network Node Manager and HP OpenView Internet Services area fundamental element of the added value that HP provides to you. By establishing this “operations bridge” between these infrastructure management solutions and the service desk function, you can improve your capabilities to proactively manage incidents that are occurring in the infrastructure before they effectively impact your service levels.A core principle of the tight relation between HP OpenView solutions and HP OpenView Help Desk Manager is the population of the CMDB to ensure proper control of your key IT assets.HP OpenView Change Manager 5.0 Staying in controlEvery organization is affected by change on a daily basis. For the IT organization, management of change has become a key focus area, requiring an increased amount of attention.With increasing business process dependency on IT services and IT infrastructure, it has never been more important to ensure that changes to the infrastructure are managed to perfection. What’s more, you needa detailed understanding of the business impact of an outage as well as the ability to control the process to execute changes flawlessly and maintain service avail-ability and service performance to the agreed levels. HP OpenView Change Manager 5.0 enables you to manage change to your IT services to perfection, improving overall service availability and performance levels as well as providing solid controls to govern changes to your infrastructure.HP OpenView Service Level Manager 5.0Strategic step to link IT to the businessHP OpenView Service Level Manager 5.0 manages the whole life cycle of service levels: definition, configuration, monitoring and compliance reporting. It handles all the aspects of service levels, from availability and performance, as they are perceived by customers, to how the support organization performs, including any other key indicatorssuch as time to fulfill service requests.HP OpenView Service Level Manager 5.0 allows your IT organization to anticipate outages and degradations that are critical to the business, proactively and whenever a problem occurs, to react according to business priorities. HP OpenView Service Level Manager 5.0 also allows your IT organization to report on how it performs against operation level agreement (OLAs) as well as service level agreements (SLAs).What’s more, HP OpenView Service Level Manager 5.0 is an effective communication tool between the IT organi-zation and its customers. At any time, the customers of IT services can themselves have access to SLA monitoring and reporting capabilities.Get more out of your HP OpenView Service Desk solutionTo keep pace with the needs of the business, you need to manage expectations and track the performance of your internal service desk as well as the services you are providing. This means you need access to a scalable, effective and flexible reporting solution.The HP OpenView Performance Insight Reporting Solution provides this solution. It gives you a set of valuable canned reports that can leverage the HP OpenView Service Desk data for all Service Desk modules: Help Desk Manager, Change Manager and Service Level Manager.For example, when you extend the HP OpenView Service Level Manager module with service level metrics collected from HP OpenView Service Navigator, HP OpenView Internet Services or HP OpenView Performance Manager, you will be able to report on the service level agreements and key performance indicators that are important to managing your services effectively. In addition, theHP OpenView solution can help you detect trends and issues so you can continuously improve the qualityof your delivered services.Product featuresHP OpenView Help Desk Manager 5.0•Java™-based native and web GUI•Access to all IT service-related personal and organiza-tional data•Smart actions—launching third-party applications in the context of key parameters—for example notification tools or remote take-over tools•Knowledge management capabilities through checklist wizards and advanced find capabilities to retrieve context-sensitive information•Comprehensive wizard-driven business logic capabilities that improve process consistency across your organization •Granular, flexible access authorization across fields, forms, views and folders•Auditing mechanism to enable comprehensive tracking of updates to records in HP OpenView Service Desk •Charting and graphing for ad-hoc reporting•Tight integration with HP OpenView Operations and Service Navigator, HP OpenView Network Node Manager and HP OpenView Internet Services for strategic integration of operations management with service management•E-mail interface to allow automatic incident/service request creation and updates of incidents/service requests •Single sign-on (LDAP/Kerberos)HP OpenView Change Manager 5.0•Predefined and adaptable change templates•Ability to link multiple work orders to changes formulti-tiered workflow creation•Incorporation of workflow to automate change management processes•Intelligent outage planning, enabling window-of-opportunity calculation for maintenance •Graphical contextual CMDB viewer for change managers and configuration managers, supporting risk and impact analysis HP OpenView Service Level Manager 5.0•Management of whole life cycle of SLAs and OLAs •Flexible model featuring multi-domain, time-based, multi-tiered SLAs•Graphical designer enabling easy service/SLA design •Compliance calculation engine, both near real-time and predictive•Service/SLA compliance dashboard•Service/SLA compliance smart reports•Smart notifications (SLA jeopardy/violation)•Out-of-the-box metric adapters for key HP OpenView products and third-party applications•Auto-discovery of metrics•Open metric adapter to link to any source of metricsA complete solutionGet the most from your software investmentHP provides high-quality software services that address all aspects of your software application life-cycle needs. With HP, you have access to standards-based, modular, multi-platform software coupled with best-in-class services and support. The wide range of HP service offerings—from online self-solve support to proactive mission-critical services—enables you to choose the services that best match your business needs.For an overview of HP software services, visit:/serviceTo access technical interactive support, visit Software Support Online at:/managementsoftware/servicesTo learn more about HP Software Customer Connection, a one-stop information and learning portal for software products and services, visit:/go/swcustomerconnectionComprehensive trainingHP provides a comprehensive curriculum of HP OpenView and IT Service Management courses. These offerings provide the training you need to realize the full potential of your HP solutions, increase your network optimization and responsive-ness, and achieve better return on your IT investments.With more than 25 years experience meeting complex education challenges worldwide, HP knows training. This experience, coupled with unique insights into HP OpenView software, positions HP to deliver the optimum training experience. For more information about these educational courses, visit /learn.The smartest way to invest in ITHP Financial Services provides innovative financing and financial asset management programs to help you cost-effectively acquire, manage and ultimately retire your HP solutions. For more information on these services, please contact your HP sales representative or find us on the web at /go/hpfinancialservices.Technical specificationsSystem requirementsHardwareSoftwareSupported platforms, servers, applicationsOperating system supportGUI clientApplication serverWeb browsersDatabaseReporting application (optional)Please refer to the installation guidePlease refer to the installation guideWindows®2000 SP4, XP SP2HP-UX 11.11 and 11.23Solaris 2.8 and 2.9Windows 2000 and 2003HP-UX 11.11 and 11.23Solaris 2.8 and 2.9Red Hat Enterprise Linux AS/ES 3.0Internet Explorer 6.0 SP1Mozilla 1.6 for HP-UX, 1.4 for SolarisFirefox 1.0Oracle®9.2, Oracle 10gMS SQL 2000HP OpenView Performance Insight 5.1 Ordering informationFor ordering and configuration information for HP OpenView Service Desk 5.0, contact your HP OpenView sales representative.Java is a U.S. trademark of Sun Microsystems, Inc. Linux is a U.S. registered trademark of Linus Torvalds. Microsoft, Windows and Windows NT are U.S. registered trademarks of Microsoft Corporation. Oracle is a registered U.S. trademark of Oracle Corporation, Redwood City, California.Contact informationTo find an HP OpenView sales office or reseller near you, visit: /buy.© 2004 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.。
