HP ITSM best practices for HP OpenView Service Desk HP Services
Reduce effort, cost, and risk. Increase the business value of IT. IT organizations that are seeking to improve their operational effectiveness when delivering and supporting their IT services and aligning these services with their business goals have turned to the IT Infrastructure Library (ITIL) for guidance. The ITIL provides a framework of high-level definitions for IT Service Management (ITSM) processes. However, the ITIL it does not define these processes fully, nor does it explain how to configure process-enabling technologies such as HP OpenView Service Desk. Often, IT organizations do not have detailed ITSM best practices to fall back on. Instead, they end up struggling through a detailed definition and configuration process without clear guidelines. As they implement an ITIL-based ITSM solution, IT organizations frequently confront long and costly process-definition cycles as well as internal resistance to reinventing the wheel. In addition, the multiple iterations needed to align an organization s processenabling technology configuration with its processes, procedures, and work instructions tend to increase cost and implementation efforts and extend timelines. Return on IT (RoIT) and time to value have become the key decision parameters for IT projects. IT organizations are demanding more and better assistance from the vendors who design and implement ITSM best practices. And they want it faster and cheaper. HP ITSM best practices for HP OpenView Service Desk were designed with these considerations in mind. Service Desk support a directed design approach to best practices by providing a predefined, preconfigured foundation for your HP OpenView Service Desk implementation. This advanced best practices solution includes: The HP ITSM reference model Five predefined service management processes, complete with detailed procedures and work instructions, presented in an intuitive Web-based format Incident and service request management Problem management Configuration management (including personnel and organization) Change management Service-level management A preconfigured HP OpenView Service Desk database with system settings that support the model An installation guide that includes modification instructions for the HTML pages, making it simple to model processes, procedures, and work instructions Service Desk significantly decrease the time consumed by ITSM process design and HP OpenView Service Desk configuration. Additinally, it mitigates the risks associated with poor ITSM solution design and implementation errors. HP s ITSM leadership and experience can help your IT organization improve service delivery and support while providing easy browser-based access to processes, procedures, and instructions. 2
Figure 1: HP IT Sevice Management Reference Model An experienced HP Services consultant will guide your HP OpenView Service Desk implementation, facilitate incorporating HP ITSM processes into your unique technological and organizational environment, and provide the advice and expertise that make it possible for your service desk operation to meet expectations. Successfully providing and managing IT services HP OpenView Service Desk is the only service management product preconfigured to fully support HP ITSM Reference Model processes and best practices. The HP ITSM Reference Model is a high-level, fully integrated IT process relationship map. It has been invaluable to companies worldwide in their efforts to understand the people, processes, and technologies that are part of their IT environments. The HP ITSM Reference Model allows enterprises to consider alternative approaches to meeting their most critical challenges. And it is also a reference tool that provides a coherent representation of IT processes and a common language making it useful in initiating meaningful dialog between all parties involved in IT process requirements and solutions. Using a directed design approach The directed design approach enables you to define the five HP ITSM Reference Model processes, as they apply to your business, using a clear, simple structure that provides three levels of detail: process, procedures, and work instructions. The process level describes the process, its relationship to other HP ITSM Reference Model processes, the procedures (or main activities) included, and the order in which they are executed. The procedures level allows you to identify roles and create detailed work instructions, specify their flow, and define their relationship to process roles and responsibilities. The work instructions level provides detailed instructions on how to use HP OpenView Service Desk. Predefined HP IT Service Management Reference Model processes are provided in a Web--based interface. Intuitive navigation quickly guides users to and through the work instructions that apply to their roles, based on selected procedures within a process. The HP OpenView Service Desk solution contains preconfigured database settings that are stored in the HP OpenView Service Desk database. Depending on the HP OpenView Service Desk modules you select, powerful business logic designed to work with the processes you implement can reduce the time needed to complete your database configuration effort by several days per process. 3
Powerful benefits Shorter process development cycles Starting a process definition cycle from scratch is typically an intensive, costly process requiring multiple reiterations. In many cases, process definition can undermine your execution plans. Best practices enable you to significantly reduce the time spent on process definition efforts and to devote fewer internal and external IT resources to those efforts. This is critical, given that most IT projects today must deliver a return on investment within days and weeks rather than months. For example, Service Desk provide a step-by-step approach for registering a service request. This approach can guide a help desk specialist through actions that will drive a service request to closure. In essence, these best practices support consistent operations across your IT organization, improving service quality as they reduce the process definition efforts that can boost the complexity and cost of your deployment. Reduced risk Service Desk provide out-of-the-box settings that give your IT organization a superb head start on getting HP OpenView Service Desk up and running. They improve your ability to deliver world-class support. Moreover, HP ITSM best practices for HP OpenView Service Desk greatly reduce the risks and issues associated with defining processes, procedures, and work instructions that cannot be supported. Quick access, up-to-date information Currently, users may be struggling to access your organization s IT processes by wading through extensive, hard-to-read paper documentation. HP ITSM best practices for HP OpenView Service Desk provide an easy-to-use Web interface a key consideration in creating this solution. This interface enables users to quickly locate a required process, procedure, or work instruction by simply launching the browser from within HP OpenView Service Desk and then navigating rapidly and intuitively. Ordering information Product ID U5490A U5491A U5492A U5493A U5494A Description Service Desk Helpdesk Module Service Desk Change Management Module Service Desk Service Level Management Module Service Desk 1 user license enterprise license 4
Specifications System requirements Software and utilities: Microsoft Internet Explorer 5.5, 6.0 Netscape 6.2.1 (HP-UX), 6.2.3 (Solaris 8, Windows ) HP OpenView Service Desk 4.5 Please refer to the Service Desk 4.5 installation guide for minimum hardware and software requirements. Available languages This product is available in English. For more information on HP OpenView Service Desk, visit: www.openview.hp.com/products/sdesk/index.html For more information on HP service management solutions available to address your specific business needs, visit: www.hp.com/hps/itsm/ or www.openview.hp.com/solutions/svcm/index.html 5
To learn more, visit www.openview.hp.com 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. Microsoft and Windows are U.S. registered trademarks of Microsoft Corporation. 5982-4988EN, 03/2004