HP OpenView Service Desk
This article might sound as an advertisement but it's not. We would like to present you an example of a solution that leverages many ITIL processes in its functionality. This application is the HP OpenView Service Desk which is a part of HP OpenView application suite and can be implemented within organization as a separate, stand-alone applicaiton.
The core objectives that where taken into account during creating HP OpenView Service Desk were as follows:
- to have a solution based on best practices
- should be easily adapted to changes within an organization and the processes in organization
- all service levels have to be managedable in one place
- the interface should be open and easily adopable to various requirements
HP OpenView Service Desk provides unique solution to manage different aspects of service. Integrated functionality of Service Desk is able to deal with all problems and challenges that occure in IT environment. It also helps to keep Service Level Agreements (SLA) on an appropriate level by showing which element is dependend on another, which users can be affected by particular services and/or applications, who is responsible for managing and supporting service at a time. With new integration levels deliverd in HP OpenView Internet Services Manager and HP OpenView Service Navigator, HP OpenView Service Desk helps the organization manage services better and more efficient.
Short Characteristic of the HP OpenView Service Desk
- Shows relationships between clients, business, it services and levels of services
- Creates hierarchical structure for services with multi-layered functions SLA
- Presents information throughout intuitive user interface. The interface is pretty much simillar to that from Microsoft Outlook screen.
- Has ability to adjust forms, views and fields during the work without any need to restart the application server
- The solution has many reporting capabilities, views into database just after running the application. This functionality simplifies integration with external reporting tools like e.g. Business Objects
Modules
It is possible to select how the HP OpenView Service Desk will be implemented. You can start from one module or select the whole solution. The modules are:
HP OpenView Service Desk 4.5 Helpdesk Management module
HP OpenView Service Desk 4.5 Change Management module
HP OpenView Service Desk 4.5 Service Level Management module
HP ITSM Best Practices for HP OpenView Service Desk 4.5
source: ITIL Resources
published: 2008-11-19 02:06:10