商务服务管理Business Service Management.pptVIP

HP OpenViewBusiness Service Management.Introduction to BSM, .HP OV Business Process Insight, .BSM for ITSM + example . Zem de Oliveira HP Software HP approach toBusiness Service Management OpenView Business Process Insight 2.0 - how does it work? IT alerts highlighted on Flow Diagram Blockage in approvals HP OpenView Portfolio This session’s focus IT process improvements Losing site of the processes and best practices How can you…. Provides real-time visibility into the ITIL processes managed by your HP OpenView Service Desk system Monitor the exact status of both Change Management and Help Desk activities using unique process-centric views and metrics Enabling you to better manage and optimize your staff workflows and ITIL processes more effectively HP OpenViewService Desk Process Insight provides: Better and more transparent visibility into the ITSM/ITIL processes currently managed by Service Desk Abstracted process views that directly represent how ITIL processes are typically described and designed Ability to predefine thresholds, alerts and metrics on process activities Single top-level viewpoint with drill-downs into all key processes within Service Desk Out-of-the-box example processes get you most of the way there, ‘deadline’ driven dashboard and supported adapters – extendable Extensible to cover ITIL processes that span multiple Service/Help Desks systems (HP and Non-HP) HP OpenView Service Desk Process Insight built on OpenView Business Process Insight Simple top-level views with detailed drill-downs into individual processes and activities Top-level ‘deadline-driven’ dashboard. See at a glance where processes are relative to their deadline date Service Summary provides a simple summary of active service calls and incidents along with average completion times per service All dashboard pages are customizable Simple process models (based on default Service Desk setup) are provided Incidents Service Calls Change Request Problems Work Orders Pro