it service management. [vpo_it_service_mgmt] 2 it service management it service management -...

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.



Systems Management

Network Management

IT Service Management

Distributed C/S Management

Evolution of IT Management



AvailabilityAvailability

PerformancePerformance

Cost EffectivenessCost Effectiveness

Expectations

Expectations

What is expected from IT?



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



HP OpenView VantagePoint OperationsService Management Dimensions



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



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



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



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



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



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



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



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



JAVA Based Operator GUI

Explorer-liketree view



Flexible Management ConceptsBased on Location, Time, and Expertise



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



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



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



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.



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



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



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



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



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



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



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!



Application Quality of Service



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



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



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



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



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



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

it service management. [vpo_it_service_mgmt] 2 it service management it service management -...

Documents

management responsibilities

flexible management

installation of vpo

cost of service delivery

service level agreement

multiple management

common agent infrastructure

clientserver services