Closed Loop Incident Process

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Closed Loop Incident Process"

Transcription

1 Closed Loop Incident Process From fault detection to closure Andreas Gutzwiller Presales Consultant, Hewlett-Packard (Schweiz) HP Software and Solutions 2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

2 Closed Loop Incident Process Solution The CLIP solution is a: Highly automated fault detectionto-recovery solution Focused on end-to-end service availability and performance Reducing mean time to recovery and improves mean time between system failures

3 Agenda 1. and Incident Processes 2. Closing the Loop 3. Architecture 4. Why CLIP

4 Agenda 1. and Incident Processes 2. Closing the Loop 3. Architecture 4. Why CLIP

5 ITILv3 Linkage of & Incident Management Neither process can stand alone in today s IT environments A change of state or alert that has significance for the management of a Configuration Item (CI) or IT Service. Incident Unplanned interruption, or reduction of quality, of an IT service IT Service People, processes & technology deliverable that supports a customer s business processes Management Responsible for managing events throughout their lifecycle. Main activity of IT Operations. Filtered/Correlated Resolve or forward to Incident Close Incident Management Includes any event which, or could, disrupts a service. From users or IT staff Incident -> Categorize /Prioritize -> Diagnose -> Resolve -> Close 5

6 ITIL Areas Involved in CLIP Operations Bridge (aka NOC) Central coordination point Manages various classes of events Detects incidents Manages routine operational activities Reports on the status and performance May provide first-level support for those events which generate an incident Service Desk Single central point of contact for all users of IT Logs and manages all incidents, service requests and access requests Provides interface to all other Service Operation processes and activities The Service Desk is not typically involved in Management unless the Service Desk and Operations Bridge have been combined 6

7 Traditional Incident Management From diagnosis to resolution 1 Identify service performance degradation Troubleshoot problem to isolate root cause 1. Service performance notification 2 3 Identify actionable condition / changes to be implemented 2. Gather data to assign SME 4 Create TT/RFC to implement change 3. Bouncing the incident 5 Implement and automate change to close RFC 6 Update CMS (Federated CMDB) 6. Update CMDB - timely & correctly? End User Help Desk Fire Storms CMDB 7 4. Ticket is finally assigned to the correct SME 5. Impact analysis and change management Multiple un-integrated systems and data stores, manually coordinated hand-offs inconsistent troubleshooting, high MTTR SME: Subject Matter Experts

8 Agenda 1. and Incident Processes 2. Closing the Loop 3. Architecture 4. Why CLIP

9 From Fault Detection To Recovery & Closure Closed Loop Incident Process solution for ITIL and Incident Management Generation & Detection Recovery & Closure Correlation & Business Impact Resolution Incident Submission 9 Investigation & Diagnosis ITIL Process Management Incident Management

10 Generation & Detection Closed Loop Incident Process solution for ITIL and Incident Management Recovery & Closure Resolution 10 Generation & Detection Investigation & Diagnosis Correlation & Business Impact Incident Submission Operations bridge console collects events & alerts from servers, networks, apps & 3rd party Challenge Bottom-up alert and event overload Lack of qualitative cross domain actionable and causal event data Solution All events come to one place, correlated and enriched against an auto-updated service model User Example s to single console End user experience slow SQL slow query performance alert J2EE DB collection pool issue

11 Correlation & Business Impact Closed Loop Incident Process solution for ITIL and Incident Management Recovery & Closure Resolution 11 Generation & Detection Investigation & Diagnosis Correlation & Business Impact Incident Submission Business services, business impact relationship, and SLAs determined Challenge Struggle to link causal events to top down enduser experience and business impact Solution Proactive end-user experience linked to business process and business transaction flow to identify high revenue generating service impact User Example - Cause from symptoms and impact Oracle database is the cause, topology based correlation Critical funds transfer business service impacted

12 Incident Submission Closed Loop Incident Process solution for ITIL and Incident Management Recovery & Closure Resolution 12 Generation & Detection Investigation & Diagnosis Correlation & Business Impact Incident Submission Automatic submission to service desk with annotations and cause area Challenge Quality and enrichment of data Siloed, broken service lifecycle Duplication of effort wasting time Solution Better collaboration Automation and integrated of event to incident process lifecycle User Example - Automatic incident ticket creation Ticket visible to ops bridge Assignment to subject expert

13 Investigation & Diagnosis Closed Loop Incident Process solution for ITIL and Incident Management Recovery & Closure Resolution 13 Generation & Detection Investigation & Diagnosis Correlation & Business Impact Incident Submission Problem isolation, SME tools, and KM used to determine root cause Challenge Significant problem resolution time spent on pinpointing problem in a dynamic heterogeneous IT universe Incident assigned and reassigned to multiple silos Solution Cross domain data visualization and analysis User Example - Diving deeper to find root cause Expert sees corrupt DB tables Finds runbook automation fix in knowledgebase

14 Resolution Closed Loop Incident Process solution for ITIL and Incident Management Recovery & Closure Resolution 14 Generation & Detection Investigation & Diagnosis Correlation & Business Impact Incident Submission Change request with attached run book automation to repair CI s Challenge Little or lack of automation leads to increased manual efforts impacting quality and efficiency Solution Expert created/authorized run book automation to empower lower level teams Manage change, configuration, and release process User Example - Processing the change Get change request approval Use runbook to reindex database tables

15 Recovery & Closure Closed Loop Incident Process solution for ITIL and Incident Management Recovery & Closure Resolution Generation & Detection Investigation & Diagnosis Correlation & Business Impact Incident Submission Automatically close incident & related incidents acknowledging related events Challenge Struggle to improve speed of restoration, recovery and closure of incident and verify post compliance of SLA/OLA Solution Automate all notifications & updates, continuously monitor SLA/OLA compliance User Example Verify the change worked User, DB and connection pool OK Ticket and events closed 15

16 Agenda 1. and Incident Processes 2. Closing the Loop 3. Architecture 4. Why CLIP

17 Closed Loop Incident Process Integration Points Integrated ITIL event and incident management process optimizing MTTR and MTBF Monitoring Integrated CMDB Automation 1 5 Service Desk Sharing CIs, topology and state information 2. For creating and updating incidents 3. For updating events 4. Incident-, Problem- and Change-Mgmt 5. Runbook automation to remediate

18 HP s Closed Loop Incident Process Solution Integrated ITIL event and incident management process optimizing MTTR and MTBF BSM CIs, Topo, s, Status Net 1 Ops App Other UCMDB Operations Orchestration NA SA CA SE Other 6 7 Service Manager CIs, topology, events, status measurements flowing into BSM 2. Sharing events and topology 3. For creating and updating incidents 4. To access Business Impact View for a CI 5. Runbook automation to enrich, diagnosis and remediate 6. Sharing CIs and state information 7. Runbook automation to remediate

19 Agenda 1. and Incident Processes 2. Closing the Loop 3. Architecture 4. Why CLIP

20 Closed-Loop Incident Mgmt Process Incident management from diagnosis to automated resolution 1 Identify service performance degradation 2 Troubleshoot problem to isolate root cause 3 Identify changes to be implemented 4 Create TT/RFC to implement change 5 Implement and automate change to close RFC 6 Update CMS (Federated CMCB) 1. Identify service performance issue Business service management 2. Gather data to identify root cause 3. Create RFC to make change 4b. Review, assess, plan and govern change IT service management 4a. Initiate change 5b. Close change request? 6. Update Configuration Management System Configuration Management System (Federated CMDB) 5a. Implement change Business service automation Key processes incident, change and configuration need to be tightly linked Seamless process linkage requires tools to be consistently service-oriented 20

21 Closed Loop Incident Process Key Benefits Drive innovation value of IT Cost Quality Transparency Agility Business risk Drive efficiency through automation Optimize service lifecycle process efficiency Eliminate error-prone manual tasks Predict and prevent negative business impact The cost/value ratio of delivered services is understood by the business Any service from everywhere Saved labor can be spend on innovation Measure and optimize time to develop and successfully deploy new services Reduce risk of failure when deploying changes Enable compliance 72% lower maintenance cost 2.5x increased availability and performance 99.5% availability via integrated delivery 30% faster time to market for new apps 70% fewer bad changes 21

22

Business white paper. Top ten reasons to automate your IT processes

Business white paper. Top ten reasons to automate your IT processes Business white paper Top ten reasons to automate your IT processes Table of contents 4 Data center management trends and tools 4 Today s challenge 4 What is next? 5 Automating the remediation of incidents

More information

HP Business Service Management (BSM) George Leschener BSM Solution Lead, MEMA

HP Business Service Management (BSM) George Leschener BSM Solution Lead, MEMA HP Business Service Management (BSM) George Leschener BSM Solution Lead, MEMA SaaS Packaged applications Employees IT metrics/analytics Storage Public cloud Security Challenges for IT Environments are

More information

Konsolidert driftsovervåking: Hvordan OMi 8.10 gir radikalt bedre oversikt over tilstanden til din IT infrastruktur Rolf Frydenberg Manag-E Nordic AS

Konsolidert driftsovervåking: Hvordan OMi 8.10 gir radikalt bedre oversikt over tilstanden til din IT infrastruktur Rolf Frydenberg Manag-E Nordic AS Konsolidert driftsovervåking: Hvordan OMi 8.10 gir radikalt bedre oversikt over tilstanden til din IT infrastruktur Rolf Frydenberg Manag-E Nordic AS Agenda The Operations Bridge Concept Moving to a Next

More information

HP Business Availability Center software. Improving IT operational efficiency and customer satisfaction

HP Business Availability Center software. Improving IT operational efficiency and customer satisfaction HP Business Availability Center software Improving IT operational efficiency and customer satisfaction Today, IT organizations are under growing pressure to reduce downtime and improve the quality of user

More information

HP APPLICATION PERFORMANCE MONITORING

HP APPLICATION PERFORMANCE MONITORING HP APPLICATION PERFORMANCE MONITORING mr. sci Tomislav Kanižaj Teritorry Sales Manager HP Software March 2011 2010 Hewlett-Packard Development Company, L.P. The information contained 1 herein is subject

More information

Top 10 Reasons to Automate your IT Run Books

Top 10 Reasons to Automate your IT Run Books Top 10 Reasons to Automate your IT Run Books DS12 Top 10 Reasons to Automate Your IT Run Books Run Book Automation is an emerging technology space that is being adopted by many of the largest, most sophisticated

More information

Problem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies

Problem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies Problem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies Problem Management Overview Agenda Overview of the ITIL framework Overview of Problem Management

More information

Problem Management: A CA Service Management Process Map

Problem Management: A CA Service Management Process Map TECHNOLOGY BRIEF: PROBLEM MANAGEMENT Problem : A CA Service Process Map MARCH 2009 Randal Locke DIRECTOR, TECHNICAL SALES ITIL SERVICE MANAGER Table of Contents Executive Summary 1 SECTION 1: CHALLENGE

More information

HP Business Availability Center software. Manage and optimize the health of business services and applications

HP Business Availability Center software. Manage and optimize the health of business services and applications software Manage and optimize the health of business services and applications Today, IT organizations are under growing pressure to optimize the availability and performance of key business services. This

More information

System Center Service Manager

System Center Service Manager System Center Service Manager Vision and Planned Capabilities Microsoft Corporation Published: April 2008 Executive Summary The Service Desk function is the primary point of contact between end users and

More information

SOLUTION WHITE PAPER. Align Change and Incident Management with Business Priorities

SOLUTION WHITE PAPER. Align Change and Incident Management with Business Priorities SOLUTION WHITE PAPER Align Change and Incident Management with Business Priorities Table of Contents Executive summary 1 the Need for Business aware Service support processes 2 The Challenge of Traditional

More information

Business Service Management Cyril Gobrecht Business Solutions Manager Halim Belkhatir Regional Manager. 17 December 2008

Business Service Management Cyril Gobrecht Business Solutions Manager Halim Belkhatir Regional Manager. 17 December 2008 Business Service Management Cyril Gobrecht Business Solutions Manager Halim Belkhatir Regional Manager 17 December 2008 1/12/2009 A unique offering to achieve BSM BSM from BMC is a comprehensive approach

More information

ITSM Process Description

ITSM Process Description ITSM Process Description Office of Information Technology Incident Management 1 Table of Contents Table of Contents 1. Introduction 2. Incident Management Goals, Objectives, CSFs and KPIs 3. Incident Management

More information

Monitoring and Log Management in Hybrid Cloud Environments

Monitoring and Log Management in Hybrid Cloud Environments Ingo Averdunk, Dipl.-Inform. November 11, 2015 IT Service Management Monitoring and Log Management in Hybrid Cloud Environments Agenda Overview Hybrid Service Management Monitoring Log Management Closing

More information

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Processes and Best Practices Guide Document Release Date: July 2014 Software Release Date: July 2014 Legal

More information

Cisco TelePresence Select Operate and Cisco TelePresence Remote Assistance Service

Cisco TelePresence Select Operate and Cisco TelePresence Remote Assistance Service Cisco TelePresence Select Operate and Cisco TelePresence Remote Assistance Service Cisco TelePresence Select Operate allows customers to make full use of the benefits of the Cisco TelePresence solution,

More information

HP Service Manager software

HP Service Manager software HP Service Manager software The HP next generation IT Service Management solution is the industry leading consolidated IT service desk. Brochure HP Service Manager: Setting the standard for IT Service

More information

Customer Evaluation Report On Incident.MOOG

Customer Evaluation Report On Incident.MOOG WHITE PAPER Customer Evaluation Report On Incident.MOOG (Real Data Provided by a Fortune 100 Company) For information about Moogsoft and Incident.MOOG, visit www.moogsoft.com. http://moogsoft.com 2011-2015

More information

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Incident Management help topics for printing

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Incident Management help topics for printing HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Incident Management help topics for printing Document Release Date: December 2014 Software Release Date:

More information

Copyright 11/1/2010 BMC Software, Inc 1

Copyright 11/1/2010 BMC Software, Inc 1 Copyright 11/1/2010 BMC Software, Inc 1 Copyright 11/1/2010 BMC Software, Inc 2 Copyright 11/1/2010 BMC Software, Inc 3 The current state of IT Service How we work today! INCIDENT SERVICE LEVEL DATA SERVICE

More information

Enabling ITIL Best Practices Through Oracle Enterprise Manager, Session #081163 Ana Mccollum Enterprise Management, Product Management

Enabling ITIL Best Practices Through Oracle Enterprise Manager, Session #081163 Ana Mccollum Enterprise Management, Product Management Enabling ITIL Best Practices Through Oracle Enterprise Manager, Session #081163 Ana Mccollum Enterprise Management, Product Management Andy Oppenheim Enterprise Management, Product Management Mervyn Lally

More information

HP Service Manager. HP s next-generation IT service management solution. Technology for better business outcomes.

HP Service Manager. HP s next-generation IT service management solution. Technology for better business outcomes. HP Service Manager HP s next-generation IT service management solution Technology for better business outcomes. IT Services Lifecycle in HP Service Manager HP Service Manager: Setting the standard for

More information

CA Service Desk Manager

CA Service Desk Manager PRODUCT BRIEF: CA SERVICE DESK MANAGER CA Service Desk Manager CA SERVICE DESK MANAGER IS A VERSATILE, COMPREHENSIVE IT SUPPORT SOLUTION THAT HELPS YOU BUILD SUPERIOR INCIDENT AND PROBLEM MANAGEMENT PROCESSES

More information

HP Operations Orchestration Software

HP Operations Orchestration Software HP Operations Orchestration Software Software Version: 9.00 Use Cases for Integrations with HP Applications Document Release Date: June 2010 Software Release Date: June 2010 Legal Notices Warranty The

More information

Incident Management: A CA IT Service Management Process Map

Incident Management: A CA IT Service Management Process Map TECHNOLOGY BRIEF: INCIDENT MANAGEMENT ITSM PROCESS MAP Incident Management: A CA IT Service Management Process Map Peter Doherty CA TECHNICAL SALES Table of Contents Executive Summary SECTION 1: CHALLENGE

More information

HP Change Configuration and Release Management (CCRM) Solution

HP Change Configuration and Release Management (CCRM) Solution HP Change Configuration and Release Management (CCRM) Solution HP Service Manager, HP Release Control, and HP Universal CMDB For the Windows Operating System Software Version: 9.30 Concept Guide Document

More information

The Importance of Information Delivery in IT Operations

The Importance of Information Delivery in IT Operations The Importance of Information Delivery in IT Operations David Williams Notes accompany this presentation. Please select Notes Page view. These materials can be reproduced only with written approval from

More information

SOLUTION WHITE PAPER

SOLUTION WHITE PAPER SOLUTION WHITE PAPER BMC Service Resolution: Bridging the Gap between Network Operations and the Service Desk Improve service availability and mean time to repair (MTTR) while prioritizing event resolution

More information

BMC Service Assurance. Proactive Availability and Performance Management Capacity Optimization

BMC Service Assurance. Proactive Availability and Performance Management Capacity Optimization BMC Service Assurance Proactive Availability and Performance Management Capacity Optimization BSM enables cross-it workflow Proactive Operations Initiatives Incident Management Proactive Operations REQUEST

More information

Transforming IT Processes and Culture to Assure Service Quality and Improve IT Operational Efficiency

Transforming IT Processes and Culture to Assure Service Quality and Improve IT Operational Efficiency EXECUTIVE BRIEF Service Operations Management November 2011 Transforming IT Processes and Culture to Assure Service Quality and Improve IT Operational Efficiency agility made possible David Hayward Sr.

More information

ITIL Event Management in the Cloud

ITIL Event Management in the Cloud ITIL Event Management in the Cloud An AWS Cloud Adoption Framework Addendum July 2015 2015, Amazon Web Services, Inc. or its affiliates. All rights reserved. Notices This document is provided for informational

More information

HP Business Service Management

HP Business Service Management HP Business Service Management Managing today's dynamic environments to meet the needs of your demanding business Technical white paper Table of contents Executive summary... 2 Customer successes... 2

More information

Problem Management Fermilab Process and Procedure

Problem Management Fermilab Process and Procedure Management Fermilab Process and Procedure Prepared for: Fermi National Laboratory June 12, 2009 Page 1 of 42 GENERAL Description Purpose Applicable to Supersedes This document establishes a Management

More information

ENTERPRISE SERVICE DESK (ESD) SERVICE DELIVERY GUIDE

ENTERPRISE SERVICE DESK (ESD) SERVICE DELIVERY GUIDE National Aeronautics and Space Administration NASA Shared Services Center Stennis Space Center, MS 39529-6000 www.nssc.nasa.gov Enterprise Service Desk Service Delivery Guide NSSDG-2410-0001 Basic Version

More information

Taking the Service Desk to the Next Level BEST PRACTICES WHITE PAPER

Taking the Service Desk to the Next Level BEST PRACTICES WHITE PAPER Taking the Service Desk to the Next Level BEST PRACTICES WHITE PAPER Table of Contents Executive Summary...1 The Service Desk Evolves...2 What s Next?...2 Enabling Innovations...3 > Configuration Management

More information

FireScope + ServiceNow: CMDB Integration Use Cases

FireScope + ServiceNow: CMDB Integration Use Cases FireScope + ServiceNow: CMDB Integration Use Cases While virtualization, cloud technologies and automation have slashed the time it takes to plan and implement new IT services, enterprises are still struggling

More information

Enterprise Business Service Management

Enterprise Business Service Management Technical white paper Enterprise Business Service Management Key steps and components of a successful solution Table of contents Executive Summary... 2 Setting the goal establishing an IT initiative...

More information

can you improve service quality and availability while optimizing operations on VCE Vblock Systems?

can you improve service quality and availability while optimizing operations on VCE Vblock Systems? SOLUTION BRIEF Service Assurance Solutions from CA Technologies for VCE Vblock Systems can you improve service quality and availability while optimizing operations on VCE Vblock Systems? agility made possible

More information

White Paper. Incident Management: A CA IT Service Management Process Map

White Paper. Incident Management: A CA IT Service Management Process Map White Paper Incident Management: A CA IT Service Management Process Map Peter Doherty Senior Consultant, Technical Service, CA, Inc. Peter Waterhouse Director, Product Marketing, Business Service Optimization,

More information

Cloud Services Catalog with Epsilon

Cloud Services Catalog with Epsilon Cloud Services Catalog with Epsilon Modern IT enterprises face several challenges while building a service catalog for their data center. Provisioning with a cloud management platform solves some of these

More information

Predictive Analytics for APM. Neil MacGowan Technical Director Netuitive Europe 18 April 2013

Predictive Analytics for APM. Neil MacGowan Technical Director Netuitive Europe 18 April 2013 Predictive Analytics for APM Neil MacGowan Technical Director Netuitive Europe 18 April 2013 World-Class Customer Base, including Financial Services Media Telecom E-Commerce Industrials Energy, Others

More information

Quantifying the Value of Investments in HP Cloud Service Automation. An ROI White Paper

Quantifying the Value of Investments in HP Cloud Service Automation. An ROI White Paper Quantifying the Value of Investments in HP Cloud Service Automation An ROI White Paper Table of contents Executive overview... 3 Benefit categories... 3 Effective Cloud Service Automation: Managing the

More information

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode)

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode) HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Processes and Best Practices Guide (Codeless Mode) Document Release Date: December, 2014 Software Release

More information

Simplify and Automate IT

Simplify and Automate IT Simplify and Automate IT Expectations have never been higher Reduce IT Costs 30% increase in staff efficiency Reduce support costs by 25% Improve Quality of Service Reduce downtime by 75% 70% faster MTTR

More information

HP Service Health Analyzer: Decoding the DNA of IT performance problems

HP Service Health Analyzer: Decoding the DNA of IT performance problems HP Service Health Analyzer: Decoding the DNA of IT performance problems Technical white paper Table of contents Introduction... 2 HP unique approach HP SHA driven by the HP Run-time Service Model... 2

More information

HP Business Service Management

HP Business Service Management HP Business Service Management for the Windows and Linux operating systems Software Version: 9.12 Getting Started with BSM Document Release Date: November 2011 Software Release Date: November 2011 Legal

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 4.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

Securing your IT infrastructure with SOC/NOC collaboration

Securing your IT infrastructure with SOC/NOC collaboration Technical white paper Securing your IT infrastructure with SOC/NOC collaboration Universal log management for IT operations Table of contents Executive summary 2 IT operations: Handle IT incidents and

More information

CA Service Desk Manager

CA Service Desk Manager DATA SHEET CA Service Desk Manager CA Service Desk Manager (CA SDM), on-premise or on-demand, is designed to help you prevent service disruptions, better manage change risks, and provides a 360-degree

More information

Standardize your ITSM

Standardize your ITSM Business white paper Standardize your ITSM An HP approach based on best practices Table of contents 3 Introduction 3 Benefits and challenges 5 The HP approach to standardizing ITSM 6 Establish an IT operations

More information

Table of contents. Standardizing IT Service Management. Best practices based on HP experience in ITSM consolidation. White paper

Table of contents. Standardizing IT Service Management. Best practices based on HP experience in ITSM consolidation. White paper Standardizing IT Service Management Best practices based on HP experience in ITSM consolidation White paper Table of contents Go!... 2 Benefits and challenges... 2 The HP approach to standardizing ITSM...

More information

When application performance is better, business works better.

When application performance is better, business works better. Solution brief When application performance is better, business works better. How APM improves IT operational efficiency and customer satisfaction. Table of contents 3 Monitor. Manage. Perform. 3 What

More information

Implement a unified approach to service quality management.

Implement a unified approach to service quality management. Service quality management solutions To support your business objectives Implement a unified approach to service quality management. Highlights Deliver high-quality software applications that meet functional

More information

Solution White Paper BMC Service Resolution: Connecting and Optimizing IT Operations with the Service Desk

Solution White Paper BMC Service Resolution: Connecting and Optimizing IT Operations with the Service Desk Solution White Paper BMC Service Resolution: Connecting and Optimizing IT Operations with the Service Desk Improve service availability, mean time to repair (MTTR), and cross-team communications while

More information

HP Operations Orchestration Software Central

HP Operations Orchestration Software Central HP Operations Orchestration Software Central Software Version: 7.20 Use Cases for Integrations with HP Applications Document Release Date: July 2008 Software Release Date: July 2008 Legal Notices Warranty

More information

Welcome to the Pre-Launch Briefing Webcast: What s new in HP Business Service Management

Welcome to the Pre-Launch Briefing Webcast: What s new in HP Business Service Management Welcome to the Pre-Launch Briefing Webcast: What s new in HP Business Service Management Stephen Smith, Sr. Product Marketing Mgr. USA: 1-800-289-0467 Toll: 1-913-312-0934 Confirmation Code: 3900014 2007

More information

& USER T ECH.C W WW. SERVICE

& USER T ECH.C W WW. SERVICE BUSINESS SERVICE & END USER EXPERIENCE MONITORING A UGUST 2, 2 010 A NTONIO ROLL LE V P OF PROFESSIONAL SEE RVICES W WW. GENERA TIONE T ECH.C OM W WW. RESOLV E -SYSTT EMS.CO M BUSINESS SERVICE & END USER

More information

Statement of Service Enterprise Services - AID Microsoft IIS

Statement of Service Enterprise Services - AID Microsoft IIS Statement of Service Enterprise Services - AID Microsoft IIS Customer Proprietary Rights The information in this document is confidential to Arrow Managed Services, Inc. and is legally privileged. The

More information

What s New With HP Service Manager and Universal CMDB December 18, 2014

What s New With HP Service Manager and Universal CMDB December 18, 2014 What s New With HP Service Manager and Universal CMDB December 18, 2014 Copyright 2014 Vivit Worldwide Copyright 2014 Vivit Worldwide Brought to you by Copyright 2014 Vivit Worldwide Hosted by Laura Walker

More information

Service Catalog. it s Managed Plan Service Catalog

Service Catalog. it s Managed Plan Service Catalog Service Catalog it s Managed Plan Service Catalog 6/18/2012 Document Contents Contents Document Contents... 2 Overview... 3 Purpose... 3 Product Description... 3 Plan Overview... 3 Tracking... 3 What is

More information

Automating ITIL v3 Event Management with IT Process Automation: Improving Quality while Reducing Expense

Automating ITIL v3 Event Management with IT Process Automation: Improving Quality while Reducing Expense Automating ITIL v3 Event Management with IT Process Automation: Improving Quality while Reducing Expense An ENTERPRISE MANAGEMENT ASSOCIATES (EMA ) White Paper Prepared for NetIQ November 2008 IT Management

More information

GETTING ITIL DONE WITH IT PROCESS AUTOMATION

GETTING ITIL DONE WITH IT PROCESS AUTOMATION OPALIS USER GUIDE IT process automation is all about orchestrating the infrastructure to support the needs of the business with the efficiencies gained through automation. David Williams, Gartner, BTQ

More information

HP Application Performance Management

HP Application Performance Management HP Application Performance Management Improving IT operational efficiency and customer satisfaction Solution brief IT organizations are under pressure to reduce downtime and improve the quality of user

More information

Incident Management Get Your Basics Right

Incident Management Get Your Basics Right Incident Management Get Your Basics Right Introduction Neil Thomas Industry experience in IT & IT support ITIL Vendor Product Management ITIL Consulting Specialised in Service Catalog & CMDB Introduction

More information

Simplify and Automate IT

Simplify and Automate IT Simplify and Automate IT The current state of IT INCIDENT SERVICE LEVEL DATA SERVICE REQUEST ASSET RELEASE CONFIGURATION GOVERNANCE AND COMPLIANCE EVENT AND IMPACT ENTERPRISE SCHEDULING DASHBOARDS CAPACITY

More information

Veritas Configuration Manager Profile. A Profile Prepared by EMA October 2006

Veritas Configuration Manager Profile. A Profile Prepared by EMA October 2006 Veritas Configuration Manager Profile A Profile Prepared by EMA October 2006 Table of Contents Corporate Information...1 CMDB Type:...1 Areas Supported:...1 IT Domain:...2 Target customers:...2 Product

More information

Introducing SAP s Landscape and Data Center Innovation Platform. Phil Jackson SAP Solution Engineer

Introducing SAP s Landscape and Data Center Innovation Platform. Phil Jackson SAP Solution Engineer Introducing SAP s Landscape and Data Center Innovation Platform Phil Jackson SAP Solution Engineer CIO challenges Business Agility & Innovation Business Continuity Cost Containment Hybrid On-premise, Virtual

More information

Table of contents. HP NNMi: the i is for integration. White paper

Table of contents. HP NNMi: the i is for integration. White paper HP NNMi: the i is for integration. White paper Table of contents Executive summary... 2 HP software integrations (supported out of the box)... 3 HP NNMi integrations for Business Service Management...

More information

Deploying the CMDB for Change & Configuration Management

Deploying the CMDB for Change & Configuration Management WHITE PAPER: CMDB, CHANGE & CONFIGURATION MANAGEMENT Deploying the CMDB for Change & Configuration Management MAY 2007 CA and BearingPoint Table of Contents Executive Summary SECTION 1 2 Pressures on IT

More information

Service Assurance. service operations management. modeling IT services

Service Assurance. service operations management. modeling IT services Service Assurance service operations management modeling IT services what are we trying to achieve? MITIGATE RISK TO BUSINESS SERVICES TRANSFORM Improve operational efficiency Maintain SLAs Add new services

More information

BMC ProactiveNet Performance Management Application Diagnostics

BMC ProactiveNet Performance Management Application Diagnostics BMC ProactiveNet Performance Management Application Diagnostics BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and

More information

SEAMLESS DATA PUMP. Out-of-the-box, and across the cloud, real-time secure data and event level integration

SEAMLESS DATA PUMP. Out-of-the-box, and across the cloud, real-time secure data and event level integration SEAMLESS DATA PUMP Out-of-the-box, and across the cloud, real-time secure data and event level integration Seamless Technologies data pumps accelerate new or existing CMDB / CMS deployments and reduce

More information

Storage Health and Event Monitoring

Storage Health and Event Monitoring HP OpenView Operations, Service Desk, Insight Manager and Storage Essentials Integration Storage Health and Event Monitoring HP Storage Essentials, System Insight Manager, Openview Operations and Service

More information

1 Why should monitoring and measuring be used when trying to improve services?

1 Why should monitoring and measuring be used when trying to improve services? 1 Why should monitoring and measuring be used when trying to improve services? a) To validate, direct, justify and intervene b) To validate, measure, monitor and change c) To validate, plan, act and improve

More information

Published April 2010. Executive Summary

Published April 2010. Executive Summary Effective Incident, Problem, and Change Management Integrating People, Process, and Technology in the Datacenter Published April 2010 Executive Summary Information technology (IT) organizations today must

More information

The top 10 misconceptions about performance and availability monitoring

The top 10 misconceptions about performance and availability monitoring The top 10 misconceptions about performance and availability monitoring Table of contents Introduction................................................................ 3 The top 10 misconceptions about

More information

The new role of diagnostics in the performance and availability lifecycle. White paper

The new role of diagnostics in the performance and availability lifecycle. White paper The new role of diagnostics in the performance and availability lifecycle White paper Table of contents Abstract.....................................................................3 Challenges in delivering

More information

HP Business Service Management

HP Business Service Management HP Business Service Management For the Windows and Linux operating systems Software Version: 9.24 Operations Manager i Concepts Guide Document Release Date: April 2014 Software Release Date: April 2014

More information

Application Performance Management

Application Performance Management A Secure-24 Business White Paper August 2015 Application Performance Management Secure-24 Application Performance Management as a Service Business Performance Equals Application Performance Executive Overview

More information

Yale University Incident Management Process Guide

Yale University Incident Management Process Guide Yale University Management Process Guide Yale University Management Process 1 of 17 Introduction Purpose This document will serve as the official process of Management for Yale University. This document

More information

Reduce IT Costs by Simplifying and Improving Data Center Operations Management

Reduce IT Costs by Simplifying and Improving Data Center Operations Management Thought Leadership white paper Reduce IT Costs by Simplifying and Improving Data Center Operations Management By John McKenny, Vice President of Worldwide Marketing for Mainframe Service Management, BMC

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper B, version 5.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

Align IT Operations with Business Priorities SOLUTION WHITE PAPER

Align IT Operations with Business Priorities SOLUTION WHITE PAPER Align IT Operations with Business Priorities SOLUTION WHITE PAPER Table of Contents Executive summary............................................... 1 the Need for Aligning IT Operations with Business

More information

Configuration Management

Configuration Management HP Software Navigate 2014 Configuration Management Xavier Chevalier Solution Consultant Benelux April, 2014 Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is

More information

SAP Solution Brief SAP Technology SAP IT Infrastructure Management. Unify Infrastructure and Application Lifecycle Management

SAP Solution Brief SAP Technology SAP IT Infrastructure Management. Unify Infrastructure and Application Lifecycle Management SAP Brief SAP Technology SAP IT Infrastructure Management Objectives Unify Infrastructure and Application Lifecycle Management Supercharge your IT infrastructure Supercharge your IT infrastructure What

More information

Kaseya Traverse. Kaseya Product Brief. Predictive SLA Management and Monitoring. Kaseya Traverse. Service Containers and Views

Kaseya Traverse. Kaseya Product Brief. Predictive SLA Management and Monitoring. Kaseya Traverse. Service Containers and Views Kaseya Product Brief Kaseya Traverse Predictive SLA Management and Monitoring Kaseya Traverse Traverse is a breakthrough cloud and service-level monitoring solution that provides real time visibility into

More information

Service Transition and Support: A CA Service Management Process Map

Service Transition and Support: A CA Service Management Process Map TECHNOLOGY BRIEF: SERVICE TRANSITION AND SUPPORT Service Transition and Support: A CA Service Process Map JUNE 2009 Malcolm Ryder ARCHITECT CA SERVICES Table of Contents Executive Summary 1 SECTION 1:

More information

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project

More information

CA Database Performance

CA Database Performance DATA SHEET CA Database Performance CA Database Performance helps you proactively manage and alert on database performance across the IT infrastructure, regardless of whether the database is located within

More information

Business Service Analytics

Business Service Analytics Business Service Analytics Modelovanie Služieb v CA Spectrum Service Assurance Roman Tuchyňa, CSA agenda Dôvody ku Service Assurance CA Service Assurance Riešenie Infrastructure Management Application

More information

LANDesk Service Desk Certified in All 15 ITIL. v3 Suitability Requirements. LANDesk demonstrates capabilities for all PinkVERIFY 3.

LANDesk Service Desk Certified in All 15 ITIL. v3 Suitability Requirements. LANDesk demonstrates capabilities for all PinkVERIFY 3. LANDesk Service Desk LANDesk Service Desk Certified in All 15 ITIL v3 Suitability Requirements PinkVERIFY is an objective software tool assessment service that validates toolsets that meet a set of functional

More information

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The image part with relationship ID rid2 was not found in the file. Insight

More information

HP Business Service Management 9.2 and

HP Business Service Management 9.2 and HP Business Service Management 9.2 and Operations Analytics Mark Pinskey Product Marketing Network Management 2011Hewlett-Packard 2013 Development.The information Company, contained L.P. herein is subject

More information

Which ITIL process or function deals with issues and questions about the use of services, raised by end users?

Which ITIL process or function deals with issues and questions about the use of services, raised by end users? 1 of 40 Which ITIL process or function deals with issues and questions about the use of services, raised by end users? A. Availability Management B. Service Level Management C. Problem Management D. Service

More information

CA Configuration Management Database (CMDB)

CA Configuration Management Database (CMDB) PRODUCT BRIEF: CA CMDB CA Configuration Management Database (CMDB) CA CONFIGURATION MANAGEMENT DATABASE (CMDB) HELPS YOU IDENTIFY AND UNDERSTAND THE DEPENDENCIES AND RELATIONSHIPS AMONG AND BETWEEN YOUR

More information

Information Technology Infrastructure Library (ITIL )

Information Technology Infrastructure Library (ITIL ) Information Technology Infrastructure Library (ITIL ) A Case Study on Incident Management February 8, 2006 Tim Shepich Principal, IT Management Consulting, Nouri Associates Inc. itsmf USA San Diego Local

More information

W H I T E P A P E R A u t o m a t i n g D a t a c e n t e r M a nagement: Consolidating Physical and Virtualized Infrastructures

W H I T E P A P E R A u t o m a t i n g D a t a c e n t e r M a nagement: Consolidating Physical and Virtualized Infrastructures W H I T E P A P E R A u t o m a t i n g D a t a c e n t e r M a nagement: Consolidating Physical and Virtualized Infrastructures Sponsored by: HP Stephen Elliot April 2008 IDC OPINION Global Headquarters:

More information

"Service Lifecycle Management strategies for CIOs"

Service Lifecycle Management strategies for CIOs "Service Lifecycle strategies for CIOs" Ralf Hart, Sales Manager CEE Europe FrontRange Solutions 10th December 2008 Agenda FrontRange Solutions The challenges the IT community faces What is the solution?

More information

Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid clouds.

Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid clouds. ENTERPRISE MONITORING & LIFECYCLE MANAGEMENT Unify IT Operations Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid

More information

ITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0

ITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0 ITIL by Test-king Number: ITIL-F Passing Score: 800 Time Limit: 120 min File Version: 15.0 Sections 1. Service Management as a practice 2. The Service Lifecycle 3. Generic concepts and definitions 4. Key

More information