iMC Service Operation Manager User Guide *5998-3322* Published: November 2012 Edition: 1
© Copyright 2011, 2012 Hewlett-Packard Development Company, L.P. Confidential computer software. Valid license from HP required for possession, use or copying. Consistent with FAR 12.211 and 12.212, Commercial Computer Software, Computer Software Documentation, and Technical Data for Commercial Items are licensed to the U.S. Government under vendor's standard commercial license. The information contained herein is subject to change without notice.
Contents 1 Introduction/Overview................................................................................5 SOM concepts and features.......................................................................................................5 Concepts............................................................................................................................5 Features..............................................................................................................................
Processing the request........................................................................................................37 4 FAQ.......................................................................................................39 5 Acronyms................................................................................................41 6 Support and other resources......................................................................42 Contacting HP...............................................
1 Introduction/Overview SOM concepts and features Concepts • SOM refers to using the service process control method to effectively supervise and control the process and result of a behavior and providing the behavior auditing capability after the behavior is complete during the routine network and service management procedures.
iMC platform, and adds the account management and account group management functions in addition to the previous user management functions. The account information contains the account name, password, permissions, and account group information in addition to the basic user information. The component does not provide any configuration management interface. After being deployed, the component acts as an independent background process. The account group in iMC is a set of the function permissions of users.
After the account Sherry is canceled, if a new account named Sherry is opened, the account is automatically assigned the permission of Information Auditing of the Default Account Registration Process. • After the SOM component is installed, new configuration information is added to the iMC operator management module. Each operator can customize his/her own associated accounts, and specify the behaviors that need process auditing.
in the group. It is a good practice to first deploy account groups and then specify account groups for accounts. HP does not recommend assigning permissions for accounts directly.
2 SOM Operation Guide Overview The SOM users fall into the following types: Network and service planners and administrators: They are responsible for using the iMC platform and SOM to plan and manage the network maintenance tasks, such as planning the roles (account groups), permissions, and responsibilities of the SOM operators, creating different types of users and assigning users to account groups so that each SOM operator takes the corresponding responsibilities, creating various SOM processes (template
Figure 3 Add a CI type NOTE: • Make sure that you configure at least one attribute as the primary key, and only one attribute can appear in the control. The CI is uniquely identified by the set of primary keys. The Available in Control option indicates whether or not the attribute will appear as a control option on the Add CI Relation page.
4. Configure the CI and click OK. Figure 4 Add a CI NOTE: • For a system predefined CI type, you can select the CI type data to synchronize the CI type. • If a CI is changed, you can update the CI through the CI synchronization function. Adding a CI relation type A CI relation type indicates the relationship between CIs, for example, parent-child relation, inclusion relation, and affiliation relation. 1. From the navigation tree, select CMDB Management→Management→CI Relation Type Management. 2.
Figure 6 Add a CI relation Viewing the CI relations in a topology 1. 2. From the navigation tree, select CMDB Management→CI Relation Management. Select a CI relation and click View CI Relations on the right-click menu.
NOTE: • The red node in the topology represents the selected CI node or the left node of the CI relation. Centered on the red node, the default load depth is 3. • Click Keep Loading on the right-click menu of a leaf node to keep loading the CI relations of the configured load depth. • Right-click the blank area, and then select Refresh to reload the CI relation topology.
3. Configure the knowledge/question type and click OK. Figure 9 Add a knowledge/question type Adding a record to the knowledge base Knowledge base and question bank save the SOM operation experiences and questions. 1. From the navigation tree, select CMDB Management→Knowledge Base Management. 2. Click Add to enter the page for adding a record to the knowledge base. 3. Configure the settings and click OK. Figure 10 Knowledge base configuration NOTE: • By default, the privilege of your record is Public.
2. 3. Click Filter. Configure the filters and click Apply. Figure 11 User account filtering NOTE: • You can only select an existing user group from the drop-down list. • If you do not select the Only show users who open self-service account option, the system shows all users, including the users who do not have self-service accounts yet. You can open an account for such a user on its right-click menu. Adding an SOM self-service account 1. 2. 3.
Figure 12 Add an account Deleting operation logs 1. 2. 3. 4. From the navigation tree, select System Management→Operation Log. Click Delete. Set a date and click OK. Click Yes to confirm your operation. The logs generated before the date are deleted.
Figure 14 Confirm to delete logs NOTE: • To query logs, click Filter to set the filtering conditions. • The filtering conditions do not affect the logs to be deleted. Only the specified date determines the logs to be deleted. Uploading a customized template Follow these steps to upload a customized template: 1. Select System Management→Process Template from the navigation tree to enter the process template management page. 2. Click Upload to enter the page, as shown in Figure 15 (page 17). 3.
2. 3. Select Audit by Task from the Audit Type drop-down list and click OK. The page will be refreshed to display the process instances available for audit, as shown in Figure 17 (page 18). Right-click a process instance and then select Audit by Task to enter the page as shown in Figure 18 (page 18).
Figure 19 Audit by task handler SOM Operators Role Characteristics Maintainers can log in to the SOM system, use various processes to provide maintenances and services. Maintainers can edit (customize, configure, and nullify) a process, create a process instance, and execute and manage the process instance. The following contents describe the concepts of process template, process, and process instance: • Process templates are shared resources.
Figure 20 Right-click menu of a process NOTE: 20 • Processes marked with the icon can be manually started, and processes marked with the icon are not allowed to be manually started. • When you nullify a process, if the process has no process instance created, the system deletes the process directly. If the process has an unfinished process instance, the system does not delete the process but gives you a corresponding prompt.
Figure 21 Configure a process Table 1 Items for configuring a process Item Description Admin Users/Groups Specify the admin users or groups for process instances. The specified admin users can change processors for the process instances and delete process instances. Users/Groups Specify the users or groups for each task of a process instance. Only the specified users or groups can initiate or execute the tasks.
3. To facilitate process management, the Process Management area also provides the following function tabs: • New—Creates a new process based on the process template. • Refresh—Refreshes the process list. • More→Create Process Group—Creates different levels of process groups, facilitating your process management. • More→Hide Nullify Process—Hides nullified processed. This option is selected by default. If you want to view the nullified processes in the process list, deselect this option.
5. Click OK. Figure 23 Configure e-mail settings Procedure 3 Configuring countersign settings 1. 2. 3. 4. 5. 6. 7. Log in to the SOM, and click the expansion button of the Process Management area in the navigation tree to view the processes in the system. Right-click a process and then select Configure Process to launch the dialog box for configuring the process. Click the Countersign tab. Select the countersign task.
Procedure 4 Configuring a child process 1. 2. 3. 4. 5. 6. 7. Log in to the SOM, and click the expansion button of the Process Management area in the navigation tree to view the processes in the system. Right-click a process and then click Configure Process to launch the dialog box for configuring the process. Click the Child Process tab. Select a child process task. A child process task is the one you have selected Yes for Enable Child Process when designing the process template. Click Add.
Procedure 5 Executing and managing process instances 1. Log in to the SOM and expand the My WorkSpace area in the navigation tree. You can see My Task, My Created Processes, My Related Processes, and My Managed Processes. • My Task lists all tasks that need to be processed by the current account. • My Created Processes lists all process instances created by the current account.
3. If you are an administrator of the process instance, you can see the Management Area shown in Figure 29 (page 26), where you can modify the task owner or delete the process instance. Figure 29 Management area of the process instance NOTE: 26 • Tasks executed by $SYSTEM are tasks that are automatically executed by the system.
3 Configuration examples Assigning operators to processes The following example illustrates how to create and assign an operator as an SOM processor. 1. Log in to the iMC system. 2. Click the System tab on the top navigation bar, and select Operator in the Operator Management area. 3. Click Add. 4. Type basic information for the iMC operator. 5. In the SOM Processes Need to Audit area, specify a self-service account by clicking Select Account or Add Account.
Figure 31 11. Click the user or group in the Users/Groups column, and specify the users or user groups as the operator that has the right to submit or approve a request. 12. Click OK. Figure 32 Assign operators to steps in the VLAN change process Users selected for Change Apply can submit a request for changing VLAN configuration and users selected for Change Audit can approve the request. If you want to assign an existing iMC operator as an SOM processor, modify the iMC operator configuration.
Configuring an alarm distribution process Manually creating an alarm distribution process An alarm distribution process falls into the following steps: distribute alarms, accept alarms, design repair plans, audit repair plans, repair alarms, audit alarm repairs, and acknowledge alarm repairs. At the steps of alarm acceptance, audit repair plan, alarm repair, and alarm acknowledgement, can specify the following step, processors can specify the next step.
Figure 36 Create an alarm distribution process 3. 4. Type a title for the process, type the suggestion, select a processor, and click OK to create the process. Then the alarm state turns to distributed. Click the Distributed link to open the process created for the alarm, as shown in Figure 37 (page 30).
1. From the left navigation tree, select Alarm Settings→Automatic Distribution. The page displays automatic distribution rules. The iMC system automatically creates a process in the SOM system for an alarm that matches the distribution rules, and sends the task to the processor. Figure 38 Automatic distribution rules 2. To add an automatic distribution rule, click Add. Figure 39 Add an automatic distribution rule 3. 4.
Figure 40 Process an alarm distribution request You can view in iMC that the state of the alarm changes to recovered. Figure 41 Alarm state CAUTION: • The SOM system does not support creating alarm distribution processes. • You can recover alarms that have been recovered, and will obtain positive operating results. You cannot distribute alarms that have been recovered.
6. Click Audit to bring up the request submit page as shown in Figure 42 (page 33). The page displays the iCC deployment task list. A link to the process is provided. You can click the link to view the process status. Figure 42 Submit a request for changing iCC configuration Figure 43 iCC configuration change process Processing the request After the request is submitted and created, it goes through different processors till it is closed or rejected.
Figure 44 Approve a request You can view the state of the iCC configuration change request in iMC, as shown in Figure 45 (page 34). Figure 45 Status of iCC configuration change request If the request is rejected, you can click the icon to modify the task and resubmit a request for changing iCC configuration. If you enable SOM auditing for a task that was formerly disabled with SOM auditing, the following error message appears when you try to modify the task: The process instance has been deleted.
7. Type the information, and click OK. The page displays the ACL deployment task list. A link to the process is provided. You can click the link to view the process status. Figure 46 Submit a request for changing ACL configuration Figure 47 ACL configuration change process Processing the request After the process is submitted and created, it goes through different processors till it is closed or rejected. In the audit process, the processor can approve or reject the request.
Figure 48 Approve a request Figure 49 Reject a request You can view the state of the ACL configuration change request in iMC, as shown in Figure 50 (page 36). Figure 50 Status of ACL configuration change request If the request is rejected, you can click the icon to modify the task and resubmit a request for changing ACL configuration.
Submitting a request for changing VLAN configuration 1. 2. 3. 4. 5. 6. Use a self-service account to log in to the iMC system. Click the System tab on the top navigation bar. From the left navigation tree, select VLAN Management→Batch Deploy. Select a submenu. Type the VLAN configuration task settings. Click Audit to bring up the request submit page as shown in Figure 51 (page 37). Type the information and click OK. The page displays the VLAN deployment task list. A link to the process is provided.
3. Double-click one task to open the request shown in Figure 53 (page 38). You can view the request details and decide whether to approve or reject the request. • If you approve the request, the system applies the VLAN configuration to devices. • If you reject the request, the process is closed. Figure 53 Audit the VLAN configuration change request After the VLAN change request is processed, you can log in to the iMC system and view the operation result of the VLAN report.
4 FAQ 4.1 What web browser can I use to run the SOM system? Use IE 8.0 or Firefox 3.6 or later version for optimum performance. The display of some web pages may vary with the browsers. 4.2 What will happen when I refresh a page? Refreshing a page re-loads data for the page and removes all the existing data on the page. If your account is not configured with Lock Display, you will enter the home page after refreshing the page.
4.10 What should I pay attention to when performing a query or filter operation? Do not use the database reserved characters as the query or filter criteria. For example, do not use brackets ([ ]) as the query or filter criteria in SQL server databases. 4.11 What should I do when Your permissions are changed, please re-login appears? Complete the ongoing operation (such as audit the process), and immediately log off and re-log in to your system. 4.
5 Acronyms Acronym Full spelling CMDB Configuration Management Database CI Configuration Item iMC Intelligent Management Center SOM Service Operation Manager 41
6 Support and other resources Contacting HP For worldwide technical support information, see the HP support website: http://www.hp.
Table 2 GUI Conventions Convention Description Boldface Window names, button names, field names, and menu items are in bold text. For example, the New User window appears; click OK. → Multi-level menus are separated by angle brackets. For example, File→Create→Folder. Table 3 Symbols Convention Description An alert that calls attention to important information that if not understood or followed can result in personal injury.
