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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. Flexible Management and High Availability. - PowerPoint PPT Presentation
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IT Service Management
2 IT Service Management
[vpo_it_service_mgmt]
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.
• Flexible Management and High Availability
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.
3 IT Service Management
[vpo_it_service_mgmt]
Systems Management
Network Management
IT Service Management
Distributed C/S Management
Evolution of IT Management
4 IT Service Management
[vpo_it_service_mgmt]
AvailabilityAvailability
PerformancePerformance
Cost EffectivenessCost Effectiveness
Expectations
Expectations
What is expected from IT?
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[vpo_it_service_mgmt]
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
Service Management Components
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[vpo_it_service_mgmt]
HP OpenView VantagePoint OperationsService Management Dimensions
7 IT Service Management
[vpo_it_service_mgmt]
HP OpenView Enterprise ConsoleOperations Management
NetworkAccess
Network
Desktop
ApplicationsDatabases
Systems
UNIX Mainframe NT NetWare
HP OpenView IT Service Management ConsoleIT Service Management
management repository
Application &System Man.
VP Operations
ManageX
GlancePlus/VP Perf.
SMART Plug-Ins
NetworkMan.
Network Node Manager
Agilent NetMetrix
Desktop &Software Man.
IT/Administrations
Novadigm Radia
Software Distributor
StorageMan.
OmniBack II
OmniStorage
IT ServiceMan.
IT Service Manager
VP Service Desk
Security Man.Access
Manager
Node Sentry
~400 OpenView Partner SolutionsMainframe ManagementSolve:Operations
OpenView Building Block Architecture
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[vpo_it_service_mgmt]
The VPO Client/Server Concept
Managed Nodes
Management Server
Events
Communication
Managed Nodes are monitored andcontrolled by the Management Server
The Management Server is the central computerto which all managed nodes forward their messages.
Multiple management servers may share management responsibilities.
Events are occurrences on Managed Nodes.Event trigger messages
Communication between the Managed Nodesand the Management Server consists
of messages and actions
MessagesActions
9 IT Service Management
[vpo_it_service_mgmt]
HP OpenView VantagePoint Operations
Agent Agent
• Start any integrated application/script
• Automatic and Operator-initiated actions
• Open virtual terminal
• Command broadcast
• Escalate problems to other VPO systems
• SNMP Traps & Variables
• Application and System Logfiles
• MPE/iX Console Messages
• System messages
• Customer variables
Collecting Processing Acting
Agent
HP 9000/700HP 9000/800
Agent
HP 3000/900
Agent Agent Agent Agent Agent
Agent
Agent
IBM SGI RedHat SCO SUN DEC Windows NTRS/6000 IRIX Linux Unix SPARC ALPHA
Windows2000
SequentSymmetry
• Filter• Prioritize• Group • Thresholds
• Forward to server• Store in database• Display on screen
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[vpo_it_service_mgmt]
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
11 IT Service Management
[vpo_it_service_mgmt]
AdministratorOperato
rs
Managed nodes
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
HP OpenView VantagePoint OperationsUser Roles
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[vpo_it_service_mgmt]
Example: Task OrientationTask Specific Views, Tools and Responsibilities
Op
era
tor
1
VPO AdministratorsConfigure Task Delegation, Escalation Paths, and Monitoring Parameters
Op
era
tor
2
Build
ing 2
Build
ing 1
Expert Responsibility for the Entire Enterprise
Databases
Networks
Performance
HP-UX
Sun Solaris IBM AIX
Windows NT
Novell NetWare
HP-UX Siemens Sinix
Windows NT
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[vpo_it_service_mgmt]
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
14 IT Service Management
[vpo_it_service_mgmt]
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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[vpo_it_service_mgmt]
JAVA Based Operator GUI
Explorer-liketree view
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[vpo_it_service_mgmt]
Flexible Management ConceptsBased on Location, Time, and Expertise
17 IT Service Management
[vpo_it_service_mgmt]
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
18 IT Service Management
[vpo_it_service_mgmt]
Message Escalation
Transferring messages to otherpredefined management servers
• Being more capable to handle the problem
• Instead of forwarding messages to an external notification or trouble ticket service
19 IT Service Management
[vpo_it_service_mgmt]
Task-Based IT-Competence Centers
Faster and more accurate
problem resolution
• Forwarding of messages to different management servers and operators, depending on the task or severity, through intelligent nodes
20 IT Service Management
[vpo_it_service_mgmt]
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.
21 IT Service Management
[vpo_it_service_mgmt]
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
22 IT Service Management
[vpo_it_service_mgmt]
Using MC/ServiceGuard, Sun Cluster, or SP2/HACMPEliminating the Single Point of Failure
Intelligent
AgentsIntelligen
tAgents
Operator
Operator
OperatorOperator
DisplayStations
DisplayStations
VPOManagement
Server
VPOManagement
ServerVPO
ManagementServer
Shared
disk
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[vpo_it_service_mgmt]
Scheduled Outages
Components in a distributed
environment are unavailable for
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
08:0008:00 18:0018:00 22:0022:00
24 IT Service Management
[vpo_it_service_mgmt]
Service Hours
Get messages only during service hours
Messages are buffered until the next service time and then moved to the message browser
08:0008:00
20:0020:00
20:0020:00
07:5907:59
08:0008:00
25 IT Service Management
[vpo_it_service_mgmt]
OpenView VantagePoint Navigator
More efficiency through easy
identification of the root cause and the impacted services
Service-specific pop-up menu
with appropriate
actions
Runs in a Web Browser or as
standalone JAVA
application
26 IT Service Management
[vpo_it_service_mgmt]
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
HP OpenView VantagePoint Reporter
27 IT Service Management
[vpo_it_service_mgmt]
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!
28 IT Service Management
[vpo_it_service_mgmt]
Application Quality of Service
29 IT Service Management
[vpo_it_service_mgmt]
Event Correlation Services (ECS)Concepts
• 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
Available on Windows NT and
SUN Solarisagents
30 IT Service Management
[vpo_it_service_mgmt]
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.
VPOManaged
Node
VPOManaged
Node
VPOManagement
Server
Secure DCE-RPCsSecret Key Encryption
Java-BasedGUI
SecureSocketLevel
31 IT Service Management
[vpo_it_service_mgmt]
The Open APIMaximum Integration Flexibility
IntegratedCorrelationEngine onIntelligent
Agent
EVENTS
1 2 3
Agent Message Stream API
Operator's Message API Server MessageStream API
IntegratedCorrelationEngine on
Man.Server
Event 2
Event 1
Event 3
Legacy Link API
PCs(MacIntosh)
Midrange(AS/400)
Mainframes(MVS)
Configuration APIs
VPO
Database
External Application
VPO Config APIs
VPO Operational
APIs
32 IT Service Management
[vpo_it_service_mgmt]
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 HP-UX 10.20, 11.0, 11.11
HP3000 Series 900 MPE/iX 5.5, 6.0, 6.5
Sun SPARC Sun Solaris 2.51, 2.6, Solaris7, Solaris8
IBM RS/6000 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
Sequent Symmetry/NUMA-Q DYNIX/ptx 4.2.3, 4.4.2, 4.4.4-7, 4.5.0-1
NCR System 3000, 4000, 5000 UNIX SVR4 R.03.02 Silicon Graphics (SGI)
IRIX 6.2, 6.4, 6.5
DEC Alpha Digital UNIX (OSF/1) 4.0D, 4.0E, 4.0F, 5.0A
` Windows NT 4.0
Siemens Nixdorf SINIX/RM or Reliant 5.43, 5.44, 5.45
Intel (and compatible)486 and higher 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
33 IT Service Management
[vpo_it_service_mgmt]
VantagePoint Operations 6.0 for Sun Solaris
MANAGEMENT SERVER: Sun Ultra Servers & Workstations Sun Solaris 7 , 8
DATA REPOSITORY: Oracle RDBMS 8.0.6, 8.1.6
MANAGED AGENTS: HP 9000 Series 700/800
Enterprise Server/Technical Workstations HP-UX 10.20, 11.0, 11.11Sun 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
34 IT Service Management
[vpo_it_service_mgmt]
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