Transcript fadil8

HP ISM technical architecture
Service delivery
Service assurance
Service usage
Customer portal
Executive dashboard
Order entry &
management
Process manager
Service
activation
Inventory
management
Service provider infrastructure
Problem
management
Service level
management
Billing
Process-enabled message bus
Fault
management
Performance
management
Usage
mediation
Business
intelligence
ISM makes it easy
with this infrastructure
ISM: the solution to move to a consolidated OSS and
BSS
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Operations Support
Systems (OSS) are
the technology that
support the people
and processes in
these tasks.
Business Support
systems (BSS)
supporting the billing
and customer care
function are often
grouped into OSS
Mapping of Business Processes to Telecom
and IT Infrastructure Components
Business
Management
Service
Management
Change & Capacity
Management
Element
Management
Element Layer
HP ITSM Reference Model version 3.0
Service planning
Security management
IT strategy and architecture planning
Continuity management
Customer management
Availability management
IT business assessment
Capacity management
Service-level management
Financial management
Change management
Problem management
Incident and service
request management
Operations management
Configuration
management
Service build and test
Release to production
Service Management Process
Maturity Model
Level 2
Proactive
Level 1
• Monitor
performance
• Best effort
• Analyze trends
• Fight fires
• Set thresholds
• Predict
• Inventory
problems
• Initiate
problem mgmt. • Automation
• Mature problem,
process
asset and change
• Alert and
mgmt. processes
event mgmt.
• Monitor availability (u/d)
Reactive
Level 3
Service
• Linkage with business
metric
• Define services,
• Improvement of
classes, pricing
business process
• Understand costs
• Real-time infrastructure
• Set quality goals
• Business planning
• Guarantee SLAs
• Monitor and
report on services
“Profit” Mgmt.
• Capacity
Business Management
planning
Svc. Delivery Process Engineering
Service and Account Management
Operational Process Engineering
Tool Leverage
Level 4
Value
Example: Consolidated Service View
service centric view
IN network
BTS
IT
BSC
HLR/AuC
EIR/SMSC
MSC/VLR
SS7
Network
Mobile ISP
Operator
Services
SGSN
CC&B
Border Gateway
Inter-PLMN
network
GPRS
backbone
Charging
Gateway
router/firewall
NMS
Corporate
Customer
GGSN
Lawful Interception
Gateway (LIG)
Application
Servers
router/firewall
Internet
Application
Servers
Sample Service Model
Customer Services
sms-appService
WAP
sms-app
SMS Services
sms-app
SMS-GW
sms-app
Driver
Router
HTTP
Delivery
WAP bearer
WAP NAMP
GW sms-app
WAP (IT)
sms-app
SMS
Application
sms-app
SMS Message
sms-app
SMSC-X
sms-app
MSC-X
sms-app
SMSC (IT)
sms-app
WAN
Application
sms-app
IP Network
sms-app
Intranet
Firewall
Oracle DB
Local
director
sms-app
WebServer
Example: Mobile Related Services
To…
From…
<?xml version='1.0' ?>
<!-- this file was generated by opcsvcconv(1m) -->
<Services xmlns="http://www.hp.com/OV/opcsvc"
version="1.0">
<Service>
<Name>infrastructure</Name>
<Label>Infrastructure</Label>
<Source>
<Composition/>
<ServiceRef>inf_unix</ServiceRef>
</Source>
<Source>
<Composition/>
<ServiceRef>inf_win</ServiceRef>
</Source>
<Source>
<Composition/>
<ServiceRef>inf_lin</ServiceRef>
</Source>
OSS: Example of an operator screen
All about your business
Reporting on Service Levels
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hp closing the loop – education services
Training & Certifications
• Certified Technical Consultant &
Certified Integration Expert
• Study Materials & Practice Exams
• Overview of hp OpenView / IT Service
Management
• Basic Training for hp OpenView
Products
• Network Mgmt
• System & Application Mgmt
• Storage & Performance Mgmt
• IT Service Mgmt
• www.openview.hp.com/training/
additional information
Fadil El-Houssine
Mobile: +971 50 455 4316
eMail: [email protected]
Software Web Site: www.software.hp.com
OpenView Web Site: www.openview.hp.com
HP OpenView Operations:
Distributed intelligence automates management
Collecting
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Application and system log files
System messages
Customer variable
Event log
Performance monitor
SNMP traps and variables
MPE/iX console messages
presenting
Processing
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Event processing
Event filtering, prioritizing and
grouping of messages
Sophisticated event correlation
on selected platforms
automation
acting
processing
Acting
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Buffering messages if management
system is down
Forwarding messages to pre-defined
HP OpenView Operations systems
Performing automatic actions
systems, networks,
applications, databases,
Internet, services
collecting
User roles: task orientation made easy
Task specific views, tools and responsibilities
“Deliver the right information to the right people at the right time”
HP OpenView Operations administrators
configure task delegation, escalation paths,
and monitoring parameters.
Operator 1
HP-UX
Sun Solaris
IBM AIX
Building 1
Linux
Building 2
Operator 2
AS/400
Operator 3
Cisco
Routers
Tru64
MS Windows
Oracle DB
Proxy
Servers
OpenVms
Firewalls
expert responsibility for the entire enterprise
databases
networks
performance
Building 3
OVO Console for a Network Operator
OVO Console for an ERP Operator
Managing MS Active Directory
Domains
Trees
Global Catalog
Sites
FSMO’s
ntds.dit
Replication
Synchronization
Organizational Units
Latency
Operations Master
RID Master
Multi-master
Managing MS Exchange
Correlation Composer
correlation tuning process flow
Immediate customer value … with a custom fit
Customer can fine-tune outof-the-box correlator
System admin
Cisco admin
Application
Admin
Benefits: Easy
fine-tuning of
correlators, no
programming
knowledge
required.
Benefits: New
developer interface for
easy creation of
customer-developed
correlators
Correlation Composer GUI
Secure communication through new HTTPS
Agent
“Secure communication for managing business-critical IT environments is key to
the success of an enterprise’s security strategy“
Firewall
Management Server
Agent
Control
Port 383
Based on open Internet Standards
• HTTP as transport protocol
• SSL for encryption
communication
broker
Remote
Control
Action
Config/deploy
Action
Server
Port
8088
Port
8088
Proxy
Config/deploy
Server
Message
Proxy
Message
Server
Message
• SOAP (XML)
Control
communication
broker
Port 383
Port 383
communication
broker
Agent
Is firewall-friendly
• Restrict outside access to dedicated
HTTP proxies
Provides out-of-the-box security
• Reduce port usage via multiplexing
over HTTP proxies
• SSL Encryption with Server and Client
Certificates
• SSL Authentication
Action
Config/deploy
application | database management solution
Smart Plug-Ins (SPIs)
events / actions
smart plug-ins
performance
service reports
service views
add intelligence to OpenView
application
management
adaptive management
PRODUCTS
assurance
Application SPIs:
srvc-driven
operations
mgment
integrated
service desk
srvc mgmt
process
consulting
infrastructure management
performance
fault
network
services
systems &
servers
app/db &
web srvcs
data &
storage
usage
provisioning
service management
• SAP R/3, BEA Weblogic, Tuxedo, Remedy, Ms
Exchange, AD, .NET, IBM WebSphere, Lotus, Citrix
…
Database SPIs:
• Oracle, Sybase, SQL, Informix, DB2…
Gallery SPIs:
• TIBCO, Sun ONE, iPlanet, ... etc ( 27 SPIs )
application | database management solution
Oracle Smart Plug-In
• integration with Oracle Enterprise Manager
a comprehensive architecture
• snapshot reports of DB environment when
alerts occur
The hp OpenView monitoring
architecture for Oracle
• Event / Action
• monitors key operational activities and
events to ensure always on availability
e-commerce/ERP
event/action
Oracle
Database files
performance
service reports
database
internet
infrastructure
operating system
Control files
system
Redo log files
device
network
Offline storage device
Alert/trace files
Processes
OpenView
Management
Server
operating system
system
• includes more than 90 logfile conditions
and more than 60 application tools for
Oracle management
• Performance
• monitors critical Oracle resources,
including more than 120 pre-defined
performance thresholds for Oracle health
and 25 pre-defined performance graphs
• Service Reports
• access 29 pre-defined availability, space
management, workload and operation
reports, with hp OpenView Performance
Insight
Integrate virtually any application
Tightly integrate own applications
with HP OpenView Operations:
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HP OpenView Operations for
UNIX Developer’s Toolkit
HP OpenView Operations
information
flow
OVO
database
Integration guide
for developers
HP OpenView Interconnect Tools
for standard-based integration via
message bus
Support services
OVO service
API’s
OVO config
API’s
OVO
operational
API’s
external application
On-demand Views
Identify the source of your network problems
Home
Base
GUI
HP OpenView
Revenue
ROI
Customers
Initiatives,
Projects
Mission,
Strategy
Configuration,
Assets
Changes,
Projects
Calls, Incidents,
Problems
Systems
Applications
Storage
Costs
Risks
Business
Processes
IT service processes
Services
IT service technology
Network
Where Service Desk supports my organization
Service Desk
HelpDesk
Service Desk
change
Service Desk
SLM
CIO
call management
change
management
SLA management
incident/trouble
management
project
management
service planning
account/organization/cost
management
configuration/inventory/asset/maintenance
management
A typical org-chart
problem
management
The best solution:
HP OpenView Service Desk
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Pre-defined settings based on ITIL (IT Infrastructure Library) and
ITSM best practices reduce implementation effort
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High flexibility without the need for programming reduces
administration effort
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Tight integration into operational management allows for
proactive real time service level management
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Universal solution for mid- to very large corporations as well as
service providers
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The consolidated database allows a unified workflow that
integrates all IT processes
HP OpenView Service Desk: ITIL out of the box!
Who uses HP OpenView Service Desk?
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IT Managers,
SLA Managers,
IT Asset Managers,
Project Managers,
Change Managers,
Problem Managers,
Contract Managers
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Screenshot
Network Planners
• Service Planners
• Contingency Planners
• Capacity Planners
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Screenshot
End-Customers
Screenshot
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Process Design Engineers
Screenshot
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Application/System Specialists
Call-Center Employees
Network Specialists
External Contractors
Screenshot
Rule Manager for processes and escalations
Service calls with real-time service views
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Data Collection
2
Data Management
3
Reporting
OV-PI Reporting Access
web server
SNMP
and OV
Data
OV-PI Application
Server
Data Sources
Collectors, Pollers, DataPipes, etc.
jdbc
http/80
xml/80
Other
Data
Data Sources
User Workstation/PC
3
Reporting
Report Packs
• What
has to be collected
• Where it is to be collected from
• How it is to be collected (SNMP or Datapipe)
• Aggregate the data
• Defines pre-prepared reports ready to use
Reports from your Internal IT portal
Performance by Application
Are my interactive applications giving good response?
1.735 sec FTP
0.762 sec Web
SLM Reporting
HP OpenView Access and Identity Technology
Access Management
• Authentication
• Authorization
• Single Sign On
• Delegation
• Secure Audit
• Federation
Identity Management
• Internal/External Users
• Self Service
• Workflow
• Robust Provisioning
• Modifs/Terminations
• Delegation
• Password Mgmt
• Secure Segmented Audit
Select Access
Unequaled Policy Admin
N-Level Delegation
Liberty & SAML Federation
Tamper Resistant Audit
Web Services Security
Select Identity
Contextual Identity Mgmt
N-Tier Delegated Authority
Secure Segmented Auditing
100% Web Based
100% J2EE
The HP OpenView Identity Management
Solution
IT Admin
Home Office
Agents
Agents
Outsourced
Admin
Partners
Access Control
•Single Sign On
•Authorization
Select Access
Customers
External User Provisioning
•Self Enrollment
•Self Management
•Delegated Admin
Select Identity
Provisioning,
Synchronization
Directories
Meta-Directories
Virtual Directories
Web
Web Servers
Portal
Java App
Custom
Services
Web Services
Client Server
Applications
Messaging
Databases
CRM
ERP
Custom
Non Digital
Facilities
Equipment
Entry Control
A Picture is Worth a Thousand ACLs*
Authorization policy is inherited over
both user and resource groups
Explicit Allow
Conditional Rule
Inherited Allow
Explicit Deny
Inherited
Conditional Rule
Inherited Deny
*Access Control List
Inheritance Tool Tip