HP Software Support Service

HP System Support Service
Technical File ID: SS_05
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3.3
iPAQ Display
System
Briefing:
HP OpenView network management solution iPAQ application subsystem is a subsystem of the
IT integrated network management system, which aim is to provide corporate senior management
(e.g., CIO) and network operation and maintenance staff with a solution that uses iPAQ as
the mobile terminal and wireless access to conduct IT management. This system is based on
HP OpenView solution, and is the expansion and extension of this solution. The core value
of this subsystem is in the mobile management and monitoring, causing the enterprise IT
operation and maintenance to arrearage and reduces to almost zero, gaining independence
in time and space, strengthening incidence influences simultaneously to allow user to obtain
the right information at the right time. Usage of this solution can provide CIO or IT staff
with real time key data notice and inquiry, to allow them to have a comprehensive
understanding of the collective IT status. Also, it can obtain real time important incidences
for the IT operation and maintenance staff, and to inquire about IT operation and maintenance
information on the move.
3.4
Information System
Intelligent
Operations
Management Service
– Smart ITSM
Briefing:
HP's information system intelligent operations management service takes HP IT service
management (ITSM) reference model as theoretical basis, with the focus on routine operations
of modern enterprises' IT department - configuration management and incident (fault)
management as the core. Through the installation and deployment of Smart ITSM software,
it renders your IT department's routine operations more automatic, standardized and
intelligent.
HP information system intelligent operations management service is suitable for the
operations management plan of Chinese enterprises' IT department.
Scope of Work:
• Unexpected incidences (Fault) flow design:
 Record of service call received
 Record of incident information
 Carry out classification
 Prioritization of incidences
 Separate incident settlement
 Incident upgrading
 Tracking incident settlement process
 Incident settlement
 Notify user
 Case closed
• Flow design of configuration management and daily maintenance of HP contract system
configuration:
 Organization configuration item information document
 Initialization data in the Configuration Management Database (CMDB)
 Maintenance of configuration item in the Configuration Management Database (CMDB)
 Checking and updating of data in the Configuration Management Database (CMDB)
 Management version control of configuration item
 Guaranteeing the uniformity and completeness of the configuration item in the
(CMDB) through timely updating