PRESENTATION

ON
HP OPENVIEW SERVICE DESK 4.5

PRESENTED
BY
NAVEEN KUMAR
1 16/10/08
Welcome to HP OpenView Service Desk 4.5

Welcome to HP OpenView Service Desk, the program that helps you manage
complex IT infrastructures that are used in today's business-critical processes.

HP Open View Service Desk is the market-leading enterprise solution for managing
complex IT support environments in alignment with critical business operations.

What Is Service Desk?

HP OpenView Service Desk automates IT infrastructure management processes to

control the quality and delivery of business critical IT services. The supported IT
management processes can be managed against agreed-upon service levels. The
service level is negotiated and agreed upon by the customers of the service.

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Service Desk helps you:

• Increase the quality and quantity of delivered services

• Decrease the time required to resolve incidents
• Prevent incidents from occurring or reoccurring
• Reduce the risk associated with an evolving IT infrastructure
• Manage processes involved in delivering high-quality service levels

Service Desk is a structured, process-oriented application that supplies tools for

managing, reporting, and improving all IT management processes. It can be
modified to fit into the procedures of any IT department. It can also be integrated
with a variety of tools to further extend the capabilities of your IT department.

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How Service Desk Works

Functionally, Service Desk is divided in point solution modules while technically,

Service Desk is divided into layers. Understanding the structure of Service Desk will
help you understand the behavior of the application and prevent problems from
occurring.

Functional Structure of Service Desk

Each Service Desk process is supported by a module. Point solutions group

different modules together to form a solution for one specific Service Desk problem.

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Focus on Solutions
Effective IT infrastructure management presents a number of issues:

• How to deliver cost-effective service

• How to justify IT configuration items

• How to manage an evolving IT infrastructure

• How to handle users

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Technical Structure of Service Desk

To optimize performance and scalability, Service Desk uses a three-tier architecture

system consisting of the following:

• A database server
• An application server
• A client

Ensuring a High Quality Application

Service Desk is built on object-oriented methodologies using Java, an object-

oriented language. The visible part of Service Desk on the client computer runs in a
Java Virtual Machine. Features are added to check versions of the user classes
when Service Desk is started.

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Ensuring High Usage Flexibility
High flexibility is offered with Service Desk in two ways:

• By minimizing network traffic, the load on the network is reduced and the database
is able to service more users.

• By distributing Service Desk over the client and the server computer, you can use
Service Desk from anywhere using a modem and still have workable response
times.

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Product Concepts

Overview of the general concepts and user roles behind Service Desk.
Understanding the concepts upon which Service Desk is based is critical to
optimizing usage of Service Desk within your organization.

General Concepts

Service Desk is a structured, process-oriented application that supplies effective

tools for managing, reporting and improving your IT support processes. An IT
support environment is easier to manage when business-critical service levels are
well-regulated. Centralized management of your IT support is provided by Service
Desk’s capabilities.

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 How Service Desk Uses ITIL

Customer
Service Delivery

Service Support

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How Service Desk Uses ITIL

Service Desk is designed specifically for companies and departments responsible

for providing outstanding IT service. Service Desk manages the processes that
define, negotiate, document and manage services that are delivered to IT users. IT
users require assistance and Service Desk provides the tools to ensures that
services are supported in a cost-effective manner.

You can employ Service Desk processes to provide effective management of your
IT service provision, IT infrastructure and customer support center. Service Desk
supports the following processes and functions based on ITIL best practices.

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 • Service desk

• Incident management

• Problem management

• Change management

• Service level management

• Configuration management

Details of the above processes are discussed later in this guide. A short description
of each of the processes follows. The descriptions below provide a starting point for
understanding how Service Desk works.

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 Supports HP Service Desk v4.5

Monitor Incident Filter for new or updated Incidents and trigger Opalis
Policies.
Get Incident Queries for a specific Incident, or set of Incidents, to
check resolution status, ownership, severity, or any other
field.
Create Incident Creates a new Incident with user defined attributes.

Update Incident This object can be used to update severity, ownership or

any other field, including custom fields, within an
Incident.
Close Incident This object will automatically close Incidents within HP
Service Desk.

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In Database Rule,We can apply the following common rules in the following fields:-

Change Notification Mail for

Configuration Item High & Top Priority
Maintenance Contract Calls when Status is
Registered.
Organization
Notification Mail for
Person High & Top priority Calls
Problem status is assigned/in
Project progress.
Service Notification Mail for
low & none priority Calls
Service Call
when status is Closed.
Service Level Agreement Notification mail with
Work Order time of all the fields.
Work Group

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 Thank You

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