IT Service Management for the Internet Age

1
IT Service Management for the Internet Age
HP OpenView
IT
Business
2
IT Management Across the Extended Enterprise
Increasing complexity of the managed environment
Customer and user focused set of measures for IT
Uptime Performance Cost
Budget and personnel limitations
Current approach and tools are insufficient
IT
Revenue
3
The Evolution of IT Management
4
"Provider of Services" Business Model
BusinessUsers
ITOrganization
External Service Provider
Service Delivery
Help Desk
Service Management
ManagedEnvironment
5
What Is IT Service Management?
6
A Service Approach to IT Management

• HP OpenView IT Service Manager

Service Design Management

• HP OpenView Desktopand Software Management

Service Deployment Software Life Cycle
Management

• HP OpenView Operations Availability Management
• System and Application Management
• Performance Management
• Network Management
• Storage Management
• User and Security Management

Service Operations Availability Management
7
Different IT Service Management Views
Performance Availability Deployment Cost
IT Service Level View
Service Deployment View
8
HP OpenView Strategy to Deliver IT Service
Management

• Build on our strength for operations and
  availability management in a distributed
  environment
• Provide service-level views and management
  capabilities
• Automate the deployment and management of
  software to the enterprise desktop
• Provide data and process integration through an
  open, standards-based approach
• Offer a complete set of consulting and
  implementation services aligned around an IT
  service management methodology

9
Service Design and Management
SLAMonitorReport
DefineSLA
AssetMgmt
CostMgmt
HelpDesk
ChangeMgmt
ProblemMgmt

• Based on ITIL management methodology
• Suite of integrated modules
• Integrated with other OpenView solutions

10
Service Design and ManagementFuture Directions

• IT Financial cost management
• Expanding asset management through integration
  with AssetView
• CIM/WBEM interfaces
• Scalability and performance
• Ease of use and deployment

11
Desktop and Software Management

• Software deployment management
• Desktop lifecycle management
• Workgroup to global enterprise scalability
• Integration for end-to-end management
• Based on HPs IT PC-COE, OpenView SD, and
  Symantec NAN

12
Desktop and Software Management Future Directions
13
Operations and Availability Management
End-to-End
Availability
Performance
Management

• Distributed availability and event management
• Monitoring, control, planning of usage and
  performance
• End-to-end management across clients, networks,
  servers, databases, applications
• Enterprise console integration point
• Monitoring and control of your small-to-global
  intranet or internet

14
Operations and Availability Management Future
Directions
End-to-End
Application
Management

• NT-based application management
• Application/database SMART Plug-Ins
• Application service-level views and reports
• CIM/WBEM interfaces
• Standalone OpenView Ready agents
• Ease of use and of deployment

15
HP OpenView IT Service Management Solution
Architecture
16
HP OpenView Services to Achieve Results

• HP and partner consulting and integration
  services
• HP OpenView consultant success program
• HP OpenView reseller certification
• HP OpenView University

Business/IT mgtprocess assessment
Operations Bridge
Business - IT Alignment
Tool selection and implementation
Configuration Management Change Management
Service Development Deployment
IT management architecture planning and design
Service Design Management
17
The OpenView Difference

• IT service management vision, tools, methodology
  and expertise
• IT Service Manager based on IT management
  processes
• Software deployment and life cycle management
  based on HPs experience
• Availability and performance management solutions
  for large-scale client/server and Internet
  environments
• Open integration into enterprise console

18
IT Service Management for the Internet Age
Delivering IT services at an agreed-to
performance and cost
Business
IT
19

• Solutions for growing requirements to IT
  operations and servicesThe introduction of
  system management with HP OpenView is an
  important
• step on our way to an advanced IT operations
  and services concept
  Horst Petersen
• 
  general directorate
  
  head of section IT operations and services

20
Deutsche Post AG the company

• Key Figures - Sales 1996 28,7 Billion
  DM - Profit 1996 576 Million DM -
  Employees 1996 285.000
• Organizational Structure 4 Divisions -
  Letter Mail - Freight Mail - International
  Mail - Retail Outlets
• Geographical Structure - 83 Letter Mail
  Plants - 33 Freight Mail Plants -
  1 International Mail Plant (Air), - 5
  Freight Mail Centers, 1 Sea Mail Center -
  53 Retail Outlet Centers with 16.000 Retail
  Outlets

21
IT infrastructure

• Move from central mainframe processing to
  client/server processing - change from
  hierarchical to net oriented processing
• Operation systems UNIX and Windows NT- WinNT
  faster growing than UNIX
• Wide Area Network (WAN) with 1.400 points of
  entry - capacity from 64 kbit/sec to 10
  Mbit/sec- integration with voice through
  Corporate Network
• Local Area Networks (LAN) in more than 1.000
  locations
• Growing use of Internet/Intranet - internal
  and external use
• Defined Infrastructure Standards for the entire
  company- hardware, standard software, office
  systems, databases, development tools, etc.

22
Application systems overview

• Information
• Systems

• Application
• Systems
• Areas

• Technology

• Servers

• PC Clients

23
IT operations and services

• Remote Services
• 4 operations- and service centers
• 1 central data processing center
• 395 employees

• Local Services
• 69 service groups
• 450 employees

24
Growing requirements to IT-operations and
-services
Customer Services tracking and tracing, front
offices
Marketing, Sales external use
Production letter mail, freight mail
Personnel, Finance internal use
25
Growing requirements to IT-operations and
-services

• Managed elements, hardware
• 1996-1997 32(data for 1997 1.800 servers,
  20.000 clients)
• 1997-1998 15
• Managed elements, software
• 9 operation systems
• standard- software
• self developed software
• Services
• more than 2.500 locations
• up to 24 hours/ day

26
The introduction of system management

• Functional highlights
• system and application management
• database management
• data storage management
• software management
• performance management
• reporting
• problem management
• configuration management
• Software solutions
• HP IT/Operations, Perfview, MeasureWare,
  GlancePlus
• BMC Patrol
• SNI Legato Networker, Transview SAX, SAX PC
• Remedy ARS
• SAS IT service vision

27
Concept
automatic storage, processing and reactions
for messages from IT systems
system management

• central operating

• system and application management
• database management
• data storage management
• software management
• performance management
• reporting
• problem management
• configuration management

28
The introduction of system management

• Structure
• ITO- management servers in 5 operation and
  service centers
• manager of managers in 1 system management center
• agents on managed elements in over 2.500
  locations
• Project lifetime
• started in 1996, concept and base functions
• first productive functions in 1997
• main introduction phase 1998- 2000
• finish 2001
• Expected benefits
• increase productivity in operations and
  administration by 30
• offer new functionality for all users
• better quality and availability for the
  application systems