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IT Service Management
IT Service Management - Overview
• Evolution of IT Management
• OpenView building blocks
• The VPO client/server
architecture
• VPO users and task
orientation.
• The Motif and Java GUIs.
The configuration of services within VPO
and other OpenView products.
Smart Plug-ins (SPIs).
Event Correlation Services (ECS)
Security features available for VPO.
Application Programming Interfaces
(APIs)
VPO licensing and product structure.
• Flexible Management and
High Availability
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IT Service Management
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Evolution of IT Management
IT Service
Management
Distributed C/S
Management
Network Management
Systems Management
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IT Service Management
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What is expected from IT?
Availability
Performance
Expectatio
ns
Cost
Effectiveness
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IT Service Management
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Service Management Components
Commit
• Define and manage to the Service Level Agreement
• Plan and manage the cost of service delivery
Deploy
• Deploy client/server services to the business end-user
Operate
• Manage the IT infrastructure and technologies
• Manage critical applications across the enterprise
• Manage the Internet challenges
• Link the rapidly growing Windows NT centric
environments to the application and service-level
management
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IT Service Management
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HP OpenView VantagePoint Operations
Service Management Dimensions
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IT Service Management
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OpenView Building Block Architecture
management repository
HP OpenView IT Service Management Console
IT Service Management
HP OpenView Enterprise Console
Operations Management
Mainframe Management
Solve:Operations
~400 OpenView Partner Solutions
Application &
System Man.
Network
Man.
Desktop &
Software Man.
Storage
Man.
IT Service
Man.
Security
Man.
VP Operations
Network Node
Manager
Agilent NetMetrix
IT/Administrations
OmniBack II
OmniStorage
IT Service
Manager
VP Service Desk
Access Manager
ManageX
GlancePlus/VP Perf.
SMART Plug-Ins
Network
Access
Desktop
Novadigm Radia
Software Distributor
Network
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UNIX Mainframe NT
NetWare
Node Sentry
Systems
Applications
IT Service Management
Databases
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The VPO Client/Server Concept
Managed Nodes
Events
Events are occurrences on Managed Nodes.
Event trigger messages
Managed Nodes are monitored and
controlled by the Management Server
Actions
Management Server
Messages
Communication
The Management Server is the central computer
to which all managed nodes forward their messages.
Multiple management servers may share
management responsibilities.
Communication between the Managed Nodes
and the Management Server consists
of messages and actions
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IT Service Management
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HP OpenView VantagePoint Operations
Collecting
Agent
HP 9000/700
HP 9000/800
• SNMP Traps & Variables
• Application and System
Logfiles
• MPE/iX Console Messages
• System messages
• Customer variables
Processing
•
•
•
•
Filter
Prioritize
Group
Thresholds
• Forward to server
• Store in database
• Display on screen
Acting
• Start any integrated
application/script
• Automatic and Operator-initiated
actions
• Open virtual terminal
• Command broadcast
• Escalate problems to other VPO
systems
Agent
Sequent
Symmetry
Agent
Windows
2000
Agent
HP 3000/900
Agent
IBM
RS/6000
Agent
SGI
IRIX
Agent
Agent
Agent
Agent
RedHat
Linux
SCO
Unix
SUN
SPARC
DEC
ALPHA
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Agent
Windows NT
IT Service Management
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Open Agent
• Provides a common agent
infrastructure: Open Agent
– Operations and Problem
Management
– Configuration and Change
Management
– SMS Management
– Other announcements to
come...
• Configuration and installation of
VPO and ITA Agents from a central
common location; common agent
software distribution and
installation mechanism
• Communication technology and
strategy for VPO and ITA aligned
• Integration of other agents possible
• Reduced agent footprint
• Easier maintenance and support
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IT Service Management
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HP OpenView VantagePoint
Operations
User Roles
Administrator
Operators
Administrator
• Set up users with defined responsibilities
and user rights
• Nodes can be added or deleted
• Configuration of monitoring parameters
Operator
• View messages and set-up user specific
browser filters
• Reusable user definitions via
hierarchical
virtual users (User Profiles)
• Run pre-configured actions on
messages, e.g. acknowledge,
own/disown, perform action,…
• Control assigned nodes with pre-defined
applications
Managed nodes
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Example: Task Orientation
Task Specific Views, Tools and Responsibilities
Sun Solaris
HP-UX
Novell NetWare
IBM AIX
Windows NT
Siemens Sinix
Building 2
Operator 2
HP-UX
Building 1
Operator 1
VPO Administrators
Configure Task Delegation,
Escalation Paths, and Monitoring
Parameters
Windows NT
Expert Responsibility for the Entire Enterprise
Databases
Networks
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Performance
IT Service Management
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VPO Enterprise Console
Managed Node Window/IP Map
• End-to-end view of operator's
management domain
• Problems identified with severity colors
• Automatic discovery
• On-Demand submaps
Message Browser
• Display of all incoming messages
• In-depth message details
• User guidance
• Event escalation
• Message ownership
• Consistent presentation
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VPO Enterprise Console
Message Group Window
• Logical grouping of incoming messages
for quick problem identification and
trouble shooting
Application Desktop
• Operator's "toolbox" with all integrated
management tools readily available for
network and systems management
• Open for the integration of additional
tools, scripts and applications
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JAVA Based Operator GUI
Explorer-like
tree view
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IT Service Management
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Flexible Management Concepts
Based on Location, Time, and Expertise
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Follow-the-Sun Management
Time independence &
continuous operation
• Messages can be sent to different VPO
managers depending on time of day
• Tasks can be delegated between
managers during peak hours
• After-hours IT management world-wide
with no need for local IT management
teams
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IT Service Management
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Message Escalation
Transferring messages to other
predefined management servers
• Being more capable to handle the problem
• Instead of forwarding messages to an
external notification or trouble ticket service
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IT Service Management
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Task-Based IT-Competence Centers
Faster and more accurate
problem resolution
•
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Forwarding of messages to different
management servers and operators,
depending on the task or severity,
through intelligent nodes
IT Service Management
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Manager-to-Manager Communication
• Provides ability to forward a message from
one management server to multiple
management servers.
• Message updates (action status,
annotations,...) are also propagated.
• Problems automatically acknowledged on
other management servers when the problem
has been solved at the initiating location.
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Backup Server Concept
Improves the availability of
your systems, applications
and databases
• Backup server concept between
VantagePoint Operations management
servers to eliminate the single point of failure
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Using MC/ServiceGuard, Sun Cluster, or
SP2/HACMP
Eliminating the Single Point of Failure
Operator
Operator
Operator
Operator
Display
Stations
Display
Stations
VPO
Management
Server
VPO
Management
Server
Intelligent
Agents
Shared
disk
VPO
Management
Server
Intelligent
Agents
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Scheduled Outages

Components in a distributed
environment are unavailable for
08:00
18:00
22:00
the end-user during planned,
recurring periods of time

Outages can be set dynamically

The messages can be suppressed
(e.g. system fall- down,
maintenance modes) or directly
logged in the history browser
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Service Hours

Get messages only during
service hours

08:00
Messages are buffered until
the next service time and then
moved to the message
browser
20:00
08:00
20:00
07:59
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IT Service Management
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OpenView VantagePoint Navigator
Runs in a Web
Browser or as
standalone JAVA
application
Service-specific
pop-up menu
with
appropriate
actions
More efficiency
through easy
identification of the
root cause and the
impacted services
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HP OpenView VantagePoint Reporter
Write reports by using the VPO Database Manual:

Service Reports record the provided
services and crosscheck with the
specified SLA criteria

A data dictionary listing all fields,
their meaning, their data format and
possible values

Examples (Service Reports) show how
to write a report
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SMART Plug-Ins are Fully Integrated
• SMART Plug-Ins are not discrete
management tools
• Use existing HP OpenView User Interface,
management server, and agent infrastructure
• Full process integration, e.g. pre-configured
message grouping, application bank, node
bank
• Leverage of HP OpenView
One platform to manage networks, systems, middleware, databases and applications!
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Application Quality of Service
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IT Service Management
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Event Correlation Services (ECS)
Concepts
Available on
Windows NT and
SUN Solaris
agents
• Event Correlation Concept
–
–
–
–
Correlate events from networks, systems, applications,
databases and the Internet resulting in reduced and
more meaningful messages for the operators
Correlation at central management server and local
intelligent agents on HP-UX, SUN Solaris and Windows
NT agents
Expedites problem resolution by identifying the true
source of problems and events
Integrate other correlation applications and use them
as an additional information resource or to execute
commands as part of the event processing (‘annotate
node’)
• Seamless integration in VantagePoint Operations
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Security Concepts
•
•
•
•
•
•
•
System Security
– VPO Management Server installable on C2 secured system
– Manually installable agents
Port Security
– Management through firewalls allows managed objects on the Internet
Network Security
– DCE Security Services based on Kerberos technology
– Encryption, authorization, authentication
User Security
– Advanced Auditing of actions performed by administrators and operators
– Operators run VPO Motif GUI under their own UNIX user account
Advanced Network Security & Generic Security Service
– Where DCE is not available or as additional security on top of DCE
Public Key Infrastructure
– Open and flexible security solution based on key encryption.
Secure Socket Layer
– Secures management server and Java-based GUI communication
through a firewall.
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VPO
Management
Server
VPO
Managed
Node
Secure
Socket
Level
JavaBased
GUI
Secure DCERPCs
Secret Key
Encryption
VPO
Managed
Node
IT Service Management
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The Open API
Maximum Integration Flexibility
PCs
(MacIntosh)
EVENTS
1
2
VPO
Database
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Integrated
Correlation
Engine on
Intelligent
Agent
Mainframes
(MVS)
VPO
Config
APIs
Agent Message
Stream API
Event3
EEvveenntt21
Midrange
(AS/400)
External Application
Legacy Link API
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VPO
Operational
APIs
Configuration APIs
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IT Service Management
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VantagePoint Operations 6.0 (HP-UX)
MANAGEMENT SERVER:
HP 9000 Series Workstation or Server
HP-UX 10.20, 11.0
DATA REPOSITORY:
Oracle RDBMS/Oracle-for-OpenView(OfO)
8.0.6, 8.1.6 (for HP-UX 11.0)
8.0.6 (for HP-UX 10.20)
MANAGED AGENTS:
HP 9000 Series 700/800
Enterprise Server/Technical Workstations
HP3000 Series 900
Sun SPARC
IBM RS/6000
BULL DPX/20
Sequent Symmetry/NUMA-Q
NCR System 3000, 4000, 5000
Silicon Graphics (SGI)
DEC Alpha
`
Siemens Nixdorf
Intel (and compatible)486 and higher
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HP-UX 10.20, 11.0, 11.11
MPE/iX 5.5, 6.0, 6.5
Sun Solaris 2.51, 2.6, Solaris7, Solaris8
AIX 4.2, 4.3.1, 4.3.2, 4.3.3
AIX 4.2, 4.3.1, 4.3.2, 4.3.3
DYNIX/ptx 4.2.3, 4.4.2, 4.4.4-7, 4.5.0-1
UNIX SVR4 R.03.02
IRIX 6.2, 6.4, 6.5
Digital UNIX (OSF/1) 4.0D, 4.0E, 4.0F, 5.0A
Windows NT 4.0
SINIX/RM or Reliant 5.43, 5.44, 5.45
SCO UnixWare 2.1.3
MS Windows NT 4.0 Server and Workstation
Windows 2000 5.0
Novell NetWare 4.1, 4.11, 5.0, 5.1 and SFTIII
RedHat Linux 5.1, 5.2, 6.0, 6.1. 6.2
IT Service Management
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VantagePoint Operations 6.0 for Sun
Solaris
MANAGEMENT SERVER:
Sun Ultra Servers & Workstations
Sun Solaris 7 , 8
DATA REPOSITORY:
Oracle RDBMS
MANAGED AGENTS:
HP 9000 Series 700/800
Enterprise Server/Technical Workstations
HP-UX 10.20, 11.0, 11.11
Sun Solaris
2.5.1, 2.6, 7, 8 ( NCS/DCE based)
Windows NT
4.0
Windows 2000
5.0
IBM AIX
4.2, 4.3.1, 4.3.2, 4.3.3
Bull DPX/20 AIX
4.2, 4.3.1, 4.3.2, 4.3.3
RedHat Linux
5.1, 5.2, 6.0, 6.1
Novell NetWare
4.1, 4.11, 4.11 SFT III, 5.0, 5.1
SGI IRIX
6.2, 6.4, 6.5
DEC Alpha Digital UNIX (OSF/1)
4.0D, 4.0E, 4.0F, 5.0A
DEC Alpha Tru64 UNIX
4.0D, 4.0E, 4.0F, 5.0A
8.0.6, 8.1.6
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What next?
• VPO-II Advanced Course (H4357S)
• http://education.hp.com/
• VPO Certification
• http://education.hp.com/hpcert.htm
• IT Resource Center
• http://itresourcecenter.hp.com/
• In the future…VPO Workshop
• Integration of SPIs
• High Availability
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