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IPSOFT PROPRIETARY
This document contains material that is the proprietary property of IPsoft. Disclosure outside IPsoft is prohibited except by licensed or other confidentiality agreement.
Copyright © 2013 IPsoft Inc. All rights reserved. Trademarks and service marks of IPsoft include, but are not limited to IPcenter and IPmon.
About IPcenter v3
Tool Synopsis
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Contents ABOUT IPCENTER V3 .................................................................................................................................................. 1
IPcenter v3 Summary ............................................................................................................................................. 1IPcenter Access ................................................................................................................................................................... 2
IPCENTER V3 CHANNELS AND APPLICATIONS ............................................................................................................ 3Service Transition .................................................................................................................................................. 3
IPadmin ............................................................................................................................................................................... 3IPcmdb ................................................................................................................................................................................ 4IPproject .............................................................................................................................................................................. 4IPkm .................................................................................................................................................................................... 5IPdeploy............................................................................................................................................................................... 5
Service Operation .................................................................................................................................................. 6IPmon .................................................................................................................................................................................. 6IPim ..................................................................................................................................................................................... 7IPpm .................................................................................................................................................................................... 7IPcm .................................................................................................................................................................................... 8IPescalate ............................................................................................................................................................................. 8IPradar ................................................................................................................................................................................. 9IPcc ...................................................................................................................................................................................... 9IPcal ................................................................................................................................................................................... 10IPcontact ............................................................................................................................................................................ 10IPreports ............................................................................................................................................................................ 11IPsem ................................................................................................................................................................................. 12IPflow ................................................................................................................................................................................ 13
Continual Service Improvement........................................................................................................................... 15IP6sigma ............................................................................................................................................................................ 15IPitpa ................................................................................................................................................................................. 16
Service Delivery Management ............................................................................................................................. 17IPslr ................................................................................................................................................................................... 17IPsurvey ............................................................................................................................................................................. 19
Service Technology .............................................................................................................................................. 20IPautomata ......................................................................................................................................................................... 20IPclassify ........................................................................................................................................................................... 21IPmanager .......................................................................................................................................................................... 22IPsec .................................................................................................................................................................................. 23IPuniversity ....................................................................................................................................................................... 23IPmerit ............................................................................................................................................................................... 24
Service Design ..................................................................................................................................................... 25IPdiscover .......................................................................................................................................................................... 25
About IPcenter v3
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About IPcenter v3 IPcenterv3istheproprietaryIPsoftoperationalservicedeliveryportalthatmanagesclienttechnologyenvironments.Itisdesignedfromthegrounduptoalignbusinessgoalswithservicedelivery.IPcenterv3providesyouwithtacticalandstrategicviewsofeachmanagedcomponentacrossalllayers,inrealtime,throughasingle,customizeableWeb‐basedportal:
IPcenterv3homepage
IPcenter v3 Summary
ThefourkeydesigntenetsofIPcenter:
• ITILv3AlignedServicePortal.TheportalisalignedtothekeyservicesthatcompriseyourIToperation:
o ServiceDesign
o ServiceTransition
o ServiceOperation
o ContinualServiceImprovement
About IPcenter v3
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o ServiceDeliveryManagement
o ServiceTechnology
• ConsolidatedFramework.IPcenterisaconsolidatedtoolsetdesignedtoencompassallfacetsofIToperations.IthasacentralConfigurationManagementDatabase(CMDB)thatallapplicationscancommunicatewith.Whenanindividualmodulereferstoahost,eachoftheapplicationsreferstothathostutilizingthesamedatabase,sowhenthemonitoringsystemreferstoahost,ticketing(forexample)referencesthatsamehost.ThisistrueacrossallapplicationsthatcompriseIPcenter.
• Systematicallyenforcedprocesses:Operationalprocessesaretypicallyenforcedbyhumanbeings(processmanagers).IPcenterhastheoperationalprocessesembeddedwithinittodriveallcoreoperationalactivitiesandcapturevariances.Thesystemensuresprocessadherenceandexecution,including:
o Six‐SigmaQualityControl
o ITILv3ServiceOperationandServiceTransitionActivities
IncidentManagementProcess
ChangeManagementProcess
EventManagementProcess
ProblemManagementProcess
• End‐to‐EndAutomation:IPcenter(throughIPescalate,IPradar,IPautomata,IPdispatchandothertools)providesaconsolidatedend‐to‐endautomationframeworkencompassingLevel1andLevel2activities.Evenwhenautomationcannotcompletelyremediateaproblem,itcansupporthumanengineeringactivitiesbygatheringinformation.
IPcenter Access
AlloperationalstaffatIPsoftuseIPcenter.ClientsandengineershavethoroughaccesstoIPcenterv3.IPsoftclientsseetheirowninformationonly.Partnerengineersseeinformationforalltheirownclients.
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IPcenter v3 Channels and Applications
Service Transition
ServiceTransitioninIPcenterv3isalignedwithITILv3ServiceTransitionactivities.
IPcenterv3ServiceTransitionmodulesareoutlinedfollowing.
IPadmin
IPadminisaweb‐basedGUIinterfaceforadding,configuring,andmodifyingIPmon(monitoring)servicechecks.Itcompletelyreplacestheneedtomodifyconfigurationfilesmanually.
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IPcmdb
IPcmdbisIPsoft’sConfigurationManagementDatabaseimplementation.Itgivesyourorganizationcompletevisibilityintoattributes,relationships,anddependenciesofthecomponentsinyourenterprise‐computingenvironment.IPcmdbprovidesastandardframeworkforfederatingandaccessingITinformation,whichintegratescommunicationbetweentheITmanagementtools.
IPproject
IPprojectisacomplete,web‐basedenterpriseprojectmanagementapplication,whichhelpsyouplan,executeanddeliveryourprojectsontime.ItiscompletelyinteroperablewithMicrosoftProjectandgloballyaccessible(withoutrequiringProjectServerinstallation.)IPprojectfacilitatesrapidprojectplandevelopmentthroughtemplates,anditintegratesintotheIPradarworkflowmanagementsystemtofacilitatetheend‐to‐end,tightlycontrolledexecutionoftasksinthepipeline.
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IPkm
IPkmallowsyoutodocompleteenterpriseknowledgemanagement,providingdocumentmanagement,collaboration,recordsmanagement,webcontentmanagement,imaging,freetextinformationadministrationandgivestheabilitytosearchtheentirearchive.
IPdeploy
IPdeployautomatesservicedeployments,providingpush‐buttonautomateddeploymentcycletospeedthetimetocreationofaccounts,ticketqueues,workflowengines,contactbaseandescalationenginepopulation.
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Service Operation
ServiceOperationinIPcenterv3isalignedwithITILv3ServiceOperationactivities.
IPcenterv3ServiceOperationmodulesareoutlinedfollowing.
IPmon
IPmonisIPsoft’smonitoring,embeddedintelligence,systemandnetworkmanagementsoftware.Itallowsyoutomonitornetworkservicesandhostresources,throughasimpleplug‐indesignthatallowsyoutodevelopyourownservicechecks.Thechecksareruninaparallelizedmodetoallowoptimalscalabilityforyourgrowinginfrastructure.
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IPim
IPimisIPsoft’sIncidentManagementapplication.Ittracksyourincidentsthroughtheintegratedworkflowsystem,IPradar,ensuringtheprogressionofanincidentfrominceptiontosatisfactoryresolutionintheshortestpossibletime.Itprovidesyoucompleteauditabilityandtransparencyintothewayeventsinyourenvironmentwerehandled.
IPpm
IPpmistheproblemmanagementprocessresponsibleformanagingthecompletelifecycleofallproblems.ThegoalsofIPpmaretopreventtheproblemfromhappening,toeliminaterecurringincidentsandtominimizetheimpactofincidents.ItisabletoautomaticallydetectandflagtrendsinincidentsbyinteractingwithIPim,IPmonandothereventmanagementmodules.
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IPcm
IPcmisthechangemanagementenginedesignedtoensurethatstandardizedmethodsandproceduresareusedforefficientandprompthandlingofallchanges.AllchangestoserviceassetsandconfigurationitemsarerecordedinIPcmdb,andallactionsassociatedwiththechangeareloggedinIPimticketsfortransparencytotheend‐user.
IPescalate
IPescalateisIPsoft’sescalationengine;itfacilitatestheescalationofincidentsandproblemswithinIPsoftandtocustomer,partner,andvendorstaff,drawingoncontactinformationandattributesstoredinIPcontact.
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IPradar
IPradarisIPsoft’sworkflow/queuemanagementsystem.Itfacilitatesanintegratedcontrolforyourentireoperations,asyouareabletoseeallexceptions,events,alerts,troubleticketsandevenprojecttasksflowingthroughyoursysteminaconsolidatedframework.Thisdegreeofoperationalcontrolensuresthatalltaskswithinyourenvironmentareexecutedinanefficientmannerwithincommittedtimelines,forhigheravailabilityandconsistentperformanceforbusinessusers.
IPcc
IPccunifiesandautomatesworkflowtothebestavailableengineeringresourcesforthetaskathand.Whetherexceptionsareoriginatedfromalerts,troubleticketsorcustomercalls,IPccintelligentlyroutestheincomingrequesttothemostknowledgeableresource.Thisoptimizesthetimetoresolution,asitremovestheoverheadcreatedbyrequirementstoidentifytherightresourcestoaddressaproblem.
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IPcal
IPcalisthemasterdisplaycalendarwithinIPcenter.YoucanusetheIPcalapplicationtodisplayasynchronouseventsandscheduledbatchprocesses.
IPcontact
IPcontactstorescustomerandpartnercontactinformationandattributes.AllIPsoftexecutivesworkingonyouraccountareatyourfingertipsandwithineasyreachthroughtheIPcontactportletinyourIPcentercustomerserviceportal.
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IPreports
IPreportsisIPsoft’sreportingapplication.Youcanrun“canned”(alreadydeveloped)reportsfromwithinIPreports,oryoucandevelopcustomreports.IPreportsallowsyoutoviewperformanceandavailabilitytrends,aswellascharacteristicsofyourservers,networkdevicesandapplications.
Samplereports:
LoadAverage
InterfaceUtilization
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IPsem
IPsoftdeliversSecurityEventManagementutilizingArcSightandIPcenter.TheunifiedcombinationisourIPsemservice.IPsemincludesdetection,correlations,escalations,investigationandoptionalmitigation/remediation.
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IPflow
IPflowprovidesanomalydetectionutilizingNetflowandOrion,whichtogethercompriseaglobalthreatdetectionsystemaggregatingsecurityalerts,advisoriesandglobalhoneynets.
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Continual Service Improvement
ContinualServiceImprovementinIPcenterv3isalignedwithITILv3ContinualServiceImprovementactivities.
IPcenterv3ContinualServiceImprovementmodulesareoutlinedfollowing.
IP6sigma
IP6sigmasupportstheSixSigmaqualitymanagementparadigm.ItenforcesDMAICconceptstokeepDPMOsinyourenvironmenttoindustryleadinglevels.Asopposedtostaticconceptsintheory,IP6sigmabuildsservicedeliverybestpracticesrightintotheoperationaldeliveryengines,makingthemhighlyenforceable,ratherthanrelyingonmanualmethodsofverificationandenforcement.
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IPitpa
IPitpaisIPsoft’sITProcessAutomationtool,whichreportsontheextenttowhichautomationisreducingtheentropiesinyoursystem.Availableprocessautomationstatisticsinyouroverallenvironmentincludethetotalnumberofevents,thenumberofeventsforwhichautomatedremediationran,andthepercentageoftimeautomatedremediationwasabletofixtheproblem.
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Service Delivery Management
ServiceDeliveryManagementinIPcenterv3isalignedwithITILv3ServiceDeliveryManagement.
IPcenterv3ServiceDeliveryManagementmodulesareoutlinedfollowing.
IPslr
IPservicelevelreportingfacilitatescomprehensiveservicelevelreportingforITandbusinessmanagers.Itreportsonalldeliverymetrics,includingserviceoperations,servicedeliverymanagement,andcontinualservicemanagementimprovementparameters.Belowisasampleofthereportingavailablebydefault.Otherreportingisavailableonrequestorthroughcustomdevelopment.
SubsetofIPslrReportOptions
Anexampleoftheoutputfromthesereportsisbelow:
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TicketMeanTimetoRespond
TicketStatusReport
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OpenTicketDetailReport
IPsurvey
IPsurveyisIPsoft’scustomersatisfactionsurveytool.CustomersurveyshelpIPsoftensurethatoperationaldeliveryisandremainsalignedwithcustomerbusinessrequirements.Feedbackiscriticaltothisprocess,andwegatherfeedbackatthetacticallevel(throughIPim)oneverytaskhandled,aswellassolicitinghigher‐levelfeedbackonaquarterlybasisfromcustomerexecutives.
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Service Technology
ServiceTechnologymodulesinIPcenterv3areoutlinedfollowing.
IPautomata
IPautomataisIPsoft’stoolkitforbuildingintelligentsoftwareagentstofacilitatedatagathering,management,andremediationofdetectedissues.IPautomataadaptivelylearnsaboutyoursystemsandnetworks,andisabletogenerateautonomicagentsthatself‐correctandhealexceptionsinyourenvironment.
IPautomataallowsyoutoviewautomatatasksassignedtoyou,searchforparticularautomata,viewautomatadetails,runautomata,and‐‐ifyouhaveadditionalpermissions‐‐designcustomautomata.
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IPclassify
IPclassifyisresponsibleforclassifyingincomingIPradarevents.ItisaBayesian
classification(interpretationofprobability)enginethatallowsIPsofttomapincoming
exceptionstothemostqualifiedresourcecapableofhandlingtheexception.IPccand
IPdispatchleverageit.
IPclassifytranslatesanincomingalertortroubletickettoafullydefinedsetofparameters,
whichincludethecriticalityofthealert,theclientaffected,andthedomain(andeventhe
subdomain)thatthealertrelatesto.ThisfullclassificationisthenleveragedbyIPdispatch
(forautomatedticketdispatches)anditssuperset,IPcc(fordispatchingallticketsand
calls),formappingtheexceptiontothebest‐qualifiedengineerforhandlingtheevent.
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IPmanager
IPmanagerisIPcenter'svirtualmanager.ItconsolidatesdatafromIPcenterapplications
andpresentsanoverviewofcurrentoperationalstatetomanagers.
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IPsec
IPsecisaneventcorrelatorthatusesarules‐basedenginetocorrelateeventsthatare
relatedtoeachother.IPsecusesCMDBandprecedencerelationstoeliminatewhitenoise
fromanenvironmentandtotrackdowntherootcauseoftheexception.
IPuniversity
IPuniversityisacompletee‐learningenvironmentforIPcenterusers,providingself‐paced
studycoursesonvariousIPcentertopics.
IPuniversityremembers:
• Allthecoursesyouneedtotakeforattainingproficiencyinafunctionalrole
• Thecoursesyouarecurrentlyenrolledin
• Whereyouareineachcourse
• Coursesthathaveyoupassed
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IPmerit
SampleIPmeritDailyandTrendingGraphs
IPmeritisIPsoft'sperformancereviewapplication.ItallowsIPsoftmanagerstoperformpointintime,monthly,quarterly,andyearlyreviewsoftheirstaff.Thesereviewsarethenvisibletothestaffmemberalongwithhistoricaltrendingoftheirperformance.
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Service Design
ServiceDesigninIPcenterv3isalignedwithITILv3ServiceDesignactivities.
IPdiscover
IPdiscoverdetectsandcollectsinformationabouttheservers,networksandstoragedevicesonthepartsofyournetworkyouhavemadevisible/accessibletodiscoveryagents.Intra‐serverdiscoverymodulesallowyoutodiscoverdatabasesandapplicationsresidingonserversthatallowdiscoveryagents.