User guide

Contents
1 Introduction/Overview................................................................................5
SOM concepts and features.......................................................................................................5
Concepts............................................................................................................................5
Features..............................................................................................................................5
SOM architecture.....................................................................................................................5
iMC platform — Self-Service management..............................................................................5
SOM — CMDB management................................................................................................7
SOM — ServiceDesk............................................................................................................7
Management functions.....................................................................................................7
SOM functions................................................................................................................7
Planning..................................................................................................................................7
2 SOM Operation Guide...............................................................................9
Overview................................................................................................................................9
Network and service planners and administrators.........................................................................9
Role Characteristics..............................................................................................................9
CMDB management........................................................................................................9
System management........................................................................................................9
Configuration examples........................................................................................................9
Adding a CI type............................................................................................................9
Adding a CI to the existing CMDB..................................................................................10
Adding a CI relation type...............................................................................................11
Correlating two CIs.......................................................................................................11
Viewing the CI relations in a topology.............................................................................12
Adding a matching rule.................................................................................................13
Knowledge/question type..............................................................................................13
Adding a record to the knowledge base..........................................................................14
Filtering accounts..........................................................................................................14
Adding an SOM self-service account...............................................................................15
Deleting operation logs..................................................................................................16
Uploading a customized template....................................................................................17
Performing audit by task.................................................................................................17
Performing audit by task handler.....................................................................................18
SOM Operators.....................................................................................................................19
Role Characteristics............................................................................................................19
Operation examples...........................................................................................................19
3 Configuration examples.............................................................................27
Assigning operators to processes..............................................................................................27
Configuring an alarm distribution process..................................................................................29
Manually creating an alarm distribution process....................................................................29
Configuring iMC to auto distribute alarms.............................................................................30
Processing an alarm distribution request................................................................................31
Configuring an iCC change process..........................................................................................32
Submitting a request for changing iCC configuration..............................................................32
Processing the request........................................................................................................33
Configuring an ACL change process.........................................................................................34
Submitting a request for changing ACL configuration..............................................................34
Processing the request........................................................................................................35
Configuring a VLAN change process........................................................................................36
Assigning operators to processes.........................................................................................36
Submitting a request for changing VLAN configuration...........................................................37
Contents 3