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TALLINNA LIKOOL

Informaatika Instituut

Olga Sergejeva

KASUTAJATOE PROTSESSID

HP OPEN VIEW SERVICE DESKI NITEL

Bakalaureuset

Juhendaja: lektor Inga Petuhhov

Autor: ................................................ "......." ................. 2009.a

Juhendaja: ................................................ "......." ................. 2009.a

Instituudi direktor: ................................................ "......." ................. 2009.a

Tallinn 2009

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Autorideklaratsioon

Deklareerin, et kaesolev bakalaureuset on minu too tulemus ja seda ei ole kellegi teise poolt varem kaitsmisele esitatud. ........................ .......................................... (kuupaev) (bakalaureuset kaitsja allkiri)

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1 ................................................................................................................................................. 4 2 .......................................................................... 6

2.1 INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY .................................................................... 6 2.2 ............................................................................................... 7 2.3 HELP DESK HP OPEN VIEW SERVICE DESK ...................................................................... 8

3 ................................................................................................................ 10 3.1 ....................................................................................... 11

4 .............................................................................. 13 4.1 ............................................................................................................ 13 4.2 ............................................................................... 15

4.2.1 Configuration Management DataBase .......................................................................................... 16 4.2.2 Organization.................................................................................................................................. 17

4.3 ................................................................................... 19 5 ......................................................................................... 21

5.1 ................................................................................................................. 21 5.1.1 .................................................................................................... 21 5.1.2 ................................................................................................................................... 24 5.1.3 ....................................................................................................................... 24

5.2 ................................................................................................................... 26 5.3 ............................................................................................................ 26 5.4 ............................................................................................................... 29

6 ................................................................ 32 6.1 ITIL .................................................................................................................................................... 32 6.2 ......................................................................................................................................... 32 6.3 ................................................................................................................................. 33 6.4 ............................................................................................ 35 6.5 .................................................................................................. 36

................................................................................................................................................. 38 KOKKUVTE .................................................................................................................................................... 39

............................................................................................................................................ 40 1.............................................................................................................................................. 42 2.............................................................................................................................................. 43

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: ,

5

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.

6

2 . , - ITIL. [1]

2.1 Information Technology Infrastructure Library

Information Technology Infrastructure Library (ITIL) - , . ITIL . [8]

ITIL : , ; , ITIL . [7]

ITIL , . , . ITIL . ITIL , , ITIL , . [7]

4 ITIL ITIL , : (), , (, , ) (, ), ( 1): [9]

7

1: 4 ITIL.

.

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, , Help Desk. Help Desk , , , , . [11]

Help Desk

,

8

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2.3 Help Desk HP Open View Service Desk

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9

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, :

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10

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2 : Plain-Do-Check-Act

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11

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); ; / ,

;

12

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13

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;

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; . [1]

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14

. , , , . .

: (Request for Change, RFC) /

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15

4: Web-

4.2 , , , .

. . , .

16

(Configuration Management) . . [15] HP Open View Service Desk : CMDB Organization.

4.2.1 Configuration Management DataBase

CMDB (Configuration Management DataBase) , . (, , ). CMDB , , (, , ) (). , CMDB , , , , , . . , CMDB, , , . . CMDB , , , , , . HP Open View Service Desk , , : , , , , .( 5) , : , , , , , , , , . , . [14, 5]

17

5: CMDB

4.2.2 Organization

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18

Windows). organization. ( 7) HP Open View Service Desk . , . [14]

6: .

19

7:

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, . , , .

20

- . , -. [4]

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8: .

21

5

, ( ) . , , . , . , HP Open View Service Desk. [1]

5.1 , , , . [1]

5.1.1 Help Desk HP Open View Service Desk Service Call. . , . , . , . , . Help Desk, . web- . Help Desk ; , . , , .

22

: (, ), (, , , ), ( ) ( ). , , , , . . Help desk web- HP Open View Service Desk. , , . , . , . [14, 5]

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9: Quick Find

23

. Service Desk. IT Service. . Normal, .( 10)

10:

24

5.1.2 (Service Today), , Help Desk , . , , , , , . [5] , , ( 11):

11: ,

5.1.3 HP Open View Service Desk (work order) . , , , . ID.

25

, , , , . [14, 5]

. Help Desk . () : , , . . , , , 13. ( 12)

12: .

26

5.2 , , . , Help Desk , . , , . , , , . web- HP Open View Service Desk (Frequently Asked Question, FAQ). , . [14]

5.3 - , , . (Incident Management) : , , , , , , , , . Service Desk . , , Help Desk . . , , HP Open View Service Desk, ID. : (service) (Impacted area), : , , ,

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(Impacted to service), (Configuration item), : , , (downtime type), : , , (severity). : , , , , (Assignment). , Help Desk / , ( ), - (Crisis manager) (Description). . (Information). . . [2, 5] :

, . Help Desk ( , , ), . .( 13)

28

13: .

, , . , .

29

5.4 ITIL, .

(Problem Management) , , . . , , . , . HP Open View Service Desk . HP Open View Service Desk . . , Problem. ID. :

(Status). . new closed (Impacted area), : , , , (Priority). . 4 : (ritical), (Major), (Normal), (Minor) (Deadline). : ritical (7 ), Major (1 ), Normal(3 ), Minor (9 ). (Manual Deadline)

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(Service) (Configuration item), : , , (Closure Code). (Root Cause found ..). , . , . . (Description). . (Information). .

ITIL, , . [6, 5]

:

, , , , .( 14)

31

14:

32

6 , ITIL, , , , . 2. 40 , , HP Open View Service Desk . , ( ), . . 30%. , , . .

6.1 ITIL ITIL, , . , , , ITIL . . ITIL , . , , 55% , ITIL. ITIL. , , , , .

6.2 , . , , .

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, , . , .

(, , ) Help Desk ( ).

(Critical) ( - ).

(Major) / ( )

(Minor) ; , .(, ).

(Warning) , , ; , - (, 80%)

(Normal) , , / (, ).

6.3 ( ) , .

34

, , , , , , O Service Desk . :

Configuration item Service Description

(Configuration item) . . , , - . , . , . : , . , , . , .

, . .

. , . , , , . , , .

35

6.4 , HP Open View service Desk, , . HP Open View Service Desk , . , , , - . , 27% .

, ? , . , , . , . . , Help Desk , , .

. 9% . , . ? , , . Help Desk , .

36

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, , . Help Desk web-. Help Desk , , , .

, , Service Desk, , : (caller), (object of request), (informatsioon). caller informatsioon . , , , . Object of request , , . , caller, object of request , , . Help Desk , , , , . , , . , 5 , , . , : . information . , . Help Desk ,

37

, . , , , , , , Service Desk .

38

, ITIL, HP Open View Service Desk. , : , . , .

, ITIL HP Open View Service Desk. , , , , , .

, , , , ; HP Open View Service Desk. 30% , . , , . , , , . , , , . , , .

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Kokkuvte Selle t eesmrgiks oli tutvustada lugejaid IT protsessidega. Organisatsioon toetab poliitikat,

mis phineb ITIL-il. Selles bakalaureusets on uuritud ITIL-i protsesside ja HP Open View

Service Deski suhted.

T lesanne on mrata IT protsessidest arusaamist tase ning teada saada kuidas kasutajad

on rahul selle tarkvara kasutamisega. Ts vaadatakse IT protsesse, mis on rakendatud HP

Open View Service Desk-is.

Bakalaureuset koosneb kuuest osast: sissejuhatus, juhtimise-ja toe IT-teenuste kirjeldus,

kolm phimttet, millel phineb elutsklili mudel ning ksitluse anals. Uuring oli lbi

viidud ttajate hulgas, kes ttavad koos autoriga. Uuring nitas, et ttajad on tarkvaraga

rahul. Teadmised ITIL-i phimtetest ei ole ideaalne, kuid autor loodab, et see t viks olla

hea juhendmaterjali IT-protsesside tundmappimiseks..

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1. 25.03.08 [WWW] ( ) 2. 24.12.07. [WWW] ( ) 3. . 2007. [WWW] ( ) 4. , . 2008. [WWW] ( )

5. HP Open View Service Desk Users Guide. [WWW] ( )

6. Problem Management, Service Desk Problem Ticket Fields Usage. [WWW] ( )

7. . IT Service Management. [WWW] http://www.certification.ru/library/articlesdir/big168.html (30.03.2009) 8. . -. 2000. [WWW] http://www.iemag.ru/analitics/detail.php?ID=15859 (31.03.3009) 9. . ITIL. 2009. [WWW] http://www.itexpert.ru/rus/ITEMS/77-24/ (30.04.2009)

10. ITIL. [WWW] http://www.itsmportal.ru/community/article/2003/12/23-27.html (03.04.2009) 11. Service Desk. 2005. [WWW] http://pda.cio-world.ru/?action=article&id=37748 (31.03.3009)

12. Helpdesk (Service Desk). [WWW] http://www.itsmonline.ru/helpdesk/ (31.03.3009)

13. . . [WWW] http://www.openview.ru/s_desk.htm (10.04.2009)

14. . HP OV Service Desk 4.5. 2003. [WWW] http://www.cioway.ru/books/download-15/ (31.03.3009)

15. Axios Systems. . [WWW] www.axiossystems.com/ru/downloads/asset.pdf (01.05.2009) 16. . Service Desk. 2005. [WWW] http://www.cio-world.ru/weekly/37748/index.html (10.04.2009)

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17. . HP OpenView Service Desk. 2002. [WWW] http://www.openview.ru/public/public12.htm (13.04.2009)

18. Hewlett-Packard Development Company, L.P. ITIL. 2005

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1

43

2 HP OpenView Service Desk?

SD?

1. :

) ITIL .

) ITIL, - , ITIL/ITSM, .

2. ,

). .. .

Critical

Major

44

Minor

High

Normal

). .. ; , .

Critical

Major

Minor

High

Normal

3. :

A) Service Call: I use this form I don't use this form

Status Impacted Area Priority Medium Caller Object of Request Configuration Item To Workgroup To Person Category Service

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Classification Description

Information

Closure Code

Solution

Deadline

Other

B) Problem I use this form I don't use this form

Status Impacted Area Priority Service Configuration Item Root Cause Actual Finish Category Service Workaround Description Information Closure Code Solution Deadline Other

C) Incident

I use this form I don't use this form

Status

46

Impacted Area Impact to Service Severity Service Configuration Item Incident coordination

Crisis Manager

To Workgroup

To Person

Start

Finish

Downtime type

Parent Incident

Description

Information

Incident Reason

Incident Solution

Closure Code

Summary for Business

Other

D) Work Order I use this form I don't use this form

Status

47

Priority

Deadline

Requester

Service call

Object of Request

Actual Start

Actual Finish

To Workgroup

To Person

Category

Report number

Description

Information

Incident Reason

Incident Solution

Closure Code

Solution

Other

4. Service Desk, :

Templates

Knowledge base

Relations

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5. , SD / ?

Status

Impacted Area

Priority

Medium

Caller

Object of Request

Configuration Item

To Workgroup

To Person

Category

Service

Classification

Description

Information

Closure Code

Solution

Deadline

Other

!