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RELEASED FOR PUBLICATION i                   IPSOFT PROPRIETARY This document contains material that is the proprietary property of IPsoft.  Disclosure outside IPsoft is prohibited except by licensed or other confidentiality agreement. Copyright © 2013 IPsoft Inc. All rights reserved.  Trademarks and service marks of IPsoft include, but are not limited to IPcenter and IPmon. About IPcenter v3 Tool Synopsis 
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About IPcenter v3 - IPsoft Inc. · Continual Service Improvement Continual Service Improvement in IPcenter v3 is aligned with ITIL v3 Continual Service Improvement activities. IPcenter

May 26, 2020

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Page 1: About IPcenter v3 - IPsoft Inc. · Continual Service Improvement Continual Service Improvement in IPcenter v3 is aligned with ITIL v3 Continual Service Improvement activities. IPcenter

RELEASED FOR PUBLICATION  i

 

 

 

 

 

 

 

 

 

  

 

 

 

 

 

 

 

IPSOFT PROPRIETARY 

This document contains material that is the proprietary property of IPsoft.  Disclosure outside IPsoft is prohibited except by licensed or other confidentiality agreement. 

Copyright © 2013 IPsoft Inc. All rights reserved.  Trademarks and service marks of IPsoft include, but are not limited to IPcenter and IPmon. 

About IPcenter v3

Tool Synopsis 

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Contents  ABOUT IPCENTER V3 .................................................................................................................................................. 1

IPcenter v3 Summary ............................................................................................................................................. 1IPcenter Access ................................................................................................................................................................... 2

IPCENTER V3 CHANNELS AND APPLICATIONS ............................................................................................................ 3Service Transition .................................................................................................................................................. 3

IPadmin ............................................................................................................................................................................... 3IPcmdb ................................................................................................................................................................................ 4IPproject .............................................................................................................................................................................. 4IPkm .................................................................................................................................................................................... 5IPdeploy............................................................................................................................................................................... 5

Service Operation .................................................................................................................................................. 6IPmon .................................................................................................................................................................................. 6IPim ..................................................................................................................................................................................... 7IPpm .................................................................................................................................................................................... 7IPcm .................................................................................................................................................................................... 8IPescalate ............................................................................................................................................................................. 8IPradar ................................................................................................................................................................................. 9IPcc ...................................................................................................................................................................................... 9IPcal ................................................................................................................................................................................... 10IPcontact ............................................................................................................................................................................ 10IPreports ............................................................................................................................................................................ 11IPsem ................................................................................................................................................................................. 12IPflow ................................................................................................................................................................................ 13

Continual Service Improvement........................................................................................................................... 15IP6sigma ............................................................................................................................................................................ 15IPitpa ................................................................................................................................................................................. 16

Service Delivery Management ............................................................................................................................. 17IPslr ................................................................................................................................................................................... 17IPsurvey ............................................................................................................................................................................. 19

Service Technology .............................................................................................................................................. 20IPautomata ......................................................................................................................................................................... 20IPclassify ........................................................................................................................................................................... 21IPmanager .......................................................................................................................................................................... 22IPsec .................................................................................................................................................................................. 23IPuniversity ....................................................................................................................................................................... 23IPmerit ............................................................................................................................................................................... 24

Service Design ..................................................................................................................................................... 25IPdiscover .......................................................................................................................................................................... 25

 

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About IPcenter v3

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About IPcenter v3 IPcenterv3istheproprietaryIPsoftoperationalservicedeliveryportalthatmanagesclienttechnologyenvironments.Itisdesignedfromthegrounduptoalignbusinessgoalswithservicedelivery.IPcenterv3providesyouwithtacticalandstrategicviewsofeachmanagedcomponentacrossalllayers,inrealtime,throughasingle,customizeableWeb‐basedportal:

IPcenterv3homepage

IPcenter v3 Summary 

ThefourkeydesigntenetsofIPcenter:

• ITILv3AlignedServicePortal.TheportalisalignedtothekeyservicesthatcompriseyourIToperation:

o ServiceDesign

o ServiceTransition

o ServiceOperation

o ContinualServiceImprovement

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o ServiceDeliveryManagement

o ServiceTechnology

• ConsolidatedFramework.IPcenterisaconsolidatedtoolsetdesignedtoencompassallfacetsofIToperations.IthasacentralConfigurationManagementDatabase(CMDB)thatallapplicationscancommunicatewith.Whenanindividualmodulereferstoahost,eachoftheapplicationsreferstothathostutilizingthesamedatabase,sowhenthemonitoringsystemreferstoahost,ticketing(forexample)referencesthatsamehost.ThisistrueacrossallapplicationsthatcompriseIPcenter.

• Systematicallyenforcedprocesses:Operationalprocessesaretypicallyenforcedbyhumanbeings(processmanagers).IPcenterhastheoperationalprocessesembeddedwithinittodriveallcoreoperationalactivitiesandcapturevariances.Thesystemensuresprocessadherenceandexecution,including:

o Six‐SigmaQualityControl

o ITILv3ServiceOperationandServiceTransitionActivities

IncidentManagementProcess

ChangeManagementProcess

EventManagementProcess

ProblemManagementProcess

• End‐to‐EndAutomation:IPcenter(throughIPescalate,IPradar,IPautomata,IPdispatchandothertools)providesaconsolidatedend‐to‐endautomationframeworkencompassingLevel1andLevel2activities.Evenwhenautomationcannotcompletelyremediateaproblem,itcansupporthumanengineeringactivitiesbygatheringinformation.

IPcenter Access 

AlloperationalstaffatIPsoftuseIPcenter.ClientsandengineershavethoroughaccesstoIPcenterv3.IPsoftclientsseetheirowninformationonly.Partnerengineersseeinformationforalltheirownclients.

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IPcenter v3 Channels and Applications 

Service Transition 

ServiceTransitioninIPcenterv3isalignedwithITILv3ServiceTransitionactivities.

IPcenterv3ServiceTransitionmodulesareoutlinedfollowing.

IPadmin 

IPadminisaweb‐basedGUIinterfaceforadding,configuring,andmodifyingIPmon(monitoring)servicechecks.Itcompletelyreplacestheneedtomodifyconfigurationfilesmanually.

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IPcmdb 

IPcmdbisIPsoft’sConfigurationManagementDatabaseimplementation.Itgivesyourorganizationcompletevisibilityintoattributes,relationships,anddependenciesofthecomponentsinyourenterprise‐computingenvironment.IPcmdbprovidesastandardframeworkforfederatingandaccessingITinformation,whichintegratescommunicationbetweentheITmanagementtools.

IPproject 

IPprojectisacomplete,web‐basedenterpriseprojectmanagementapplication,whichhelpsyouplan,executeanddeliveryourprojectsontime.ItiscompletelyinteroperablewithMicrosoftProjectandgloballyaccessible(withoutrequiringProjectServerinstallation.)IPprojectfacilitatesrapidprojectplandevelopmentthroughtemplates,anditintegratesintotheIPradarworkflowmanagementsystemtofacilitatetheend‐to‐end,tightlycontrolledexecutionoftasksinthepipeline.

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IPkm 

IPkmallowsyoutodocompleteenterpriseknowledgemanagement,providingdocumentmanagement,collaboration,recordsmanagement,webcontentmanagement,imaging,freetextinformationadministrationandgivestheabilitytosearchtheentirearchive.

IPdeploy 

IPdeployautomatesservicedeployments,providingpush‐buttonautomateddeploymentcycletospeedthetimetocreationofaccounts,ticketqueues,workflowengines,contactbaseandescalationenginepopulation.

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Service Operation 

ServiceOperationinIPcenterv3isalignedwithITILv3ServiceOperationactivities.

IPcenterv3ServiceOperationmodulesareoutlinedfollowing.

IPmon 

IPmonisIPsoft’smonitoring,embeddedintelligence,systemandnetworkmanagementsoftware.Itallowsyoutomonitornetworkservicesandhostresources,throughasimpleplug‐indesignthatallowsyoutodevelopyourownservicechecks.Thechecksareruninaparallelizedmodetoallowoptimalscalabilityforyourgrowinginfrastructure.

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IPim 

IPimisIPsoft’sIncidentManagementapplication.Ittracksyourincidentsthroughtheintegratedworkflowsystem,IPradar,ensuringtheprogressionofanincidentfrominceptiontosatisfactoryresolutionintheshortestpossibletime.Itprovidesyoucompleteauditabilityandtransparencyintothewayeventsinyourenvironmentwerehandled.

IPpm 

IPpmistheproblemmanagementprocessresponsibleformanagingthecompletelifecycleofallproblems.ThegoalsofIPpmaretopreventtheproblemfromhappening,toeliminaterecurringincidentsandtominimizetheimpactofincidents.ItisabletoautomaticallydetectandflagtrendsinincidentsbyinteractingwithIPim,IPmonandothereventmanagementmodules.

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IPcm 

IPcmisthechangemanagementenginedesignedtoensurethatstandardizedmethodsandproceduresareusedforefficientandprompthandlingofallchanges.AllchangestoserviceassetsandconfigurationitemsarerecordedinIPcmdb,andallactionsassociatedwiththechangeareloggedinIPimticketsfortransparencytotheend‐user.

IPescalate 

IPescalateisIPsoft’sescalationengine;itfacilitatestheescalationofincidentsandproblemswithinIPsoftandtocustomer,partner,andvendorstaff,drawingoncontactinformationandattributesstoredinIPcontact.

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IPradar 

IPradarisIPsoft’sworkflow/queuemanagementsystem.Itfacilitatesanintegratedcontrolforyourentireoperations,asyouareabletoseeallexceptions,events,alerts,troubleticketsandevenprojecttasksflowingthroughyoursysteminaconsolidatedframework.Thisdegreeofoperationalcontrolensuresthatalltaskswithinyourenvironmentareexecutedinanefficientmannerwithincommittedtimelines,forhigheravailabilityandconsistentperformanceforbusinessusers.

IPcc 

IPccunifiesandautomatesworkflowtothebestavailableengineeringresourcesforthetaskathand.Whetherexceptionsareoriginatedfromalerts,troubleticketsorcustomercalls,IPccintelligentlyroutestheincomingrequesttothemostknowledgeableresource.Thisoptimizesthetimetoresolution,asitremovestheoverheadcreatedbyrequirementstoidentifytherightresourcestoaddressaproblem.

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IPcal 

IPcalisthemasterdisplaycalendarwithinIPcenter.YoucanusetheIPcalapplicationtodisplayasynchronouseventsandscheduledbatchprocesses.

IPcontact 

IPcontactstorescustomerandpartnercontactinformationandattributes.AllIPsoftexecutivesworkingonyouraccountareatyourfingertipsandwithineasyreachthroughtheIPcontactportletinyourIPcentercustomerserviceportal.

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About IPcenter v3

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IPreports 

IPreportsisIPsoft’sreportingapplication.Youcanrun“canned”(alreadydeveloped)reportsfromwithinIPreports,oryoucandevelopcustomreports.IPreportsallowsyoutoviewperformanceandavailabilitytrends,aswellascharacteristicsofyourservers,networkdevicesandapplications.

Samplereports:

LoadAverage

InterfaceUtilization

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About IPcenter v3

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IPsem 

IPsoftdeliversSecurityEventManagementutilizingArcSightandIPcenter.TheunifiedcombinationisourIPsemservice.IPsemincludesdetection,correlations,escalations,investigationandoptionalmitigation/remediation.

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IPflow 

IPflowprovidesanomalydetectionutilizingNetflowandOrion,whichtogethercompriseaglobalthreatdetectionsystemaggregatingsecurityalerts,advisoriesandglobalhoneynets.

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Continual Service Improvement 

ContinualServiceImprovementinIPcenterv3isalignedwithITILv3ContinualServiceImprovementactivities.

IPcenterv3ContinualServiceImprovementmodulesareoutlinedfollowing.

IP6sigma 

IP6sigmasupportstheSixSigmaqualitymanagementparadigm.ItenforcesDMAICconceptstokeepDPMOsinyourenvironmenttoindustryleadinglevels.Asopposedtostaticconceptsintheory,IP6sigmabuildsservicedeliverybestpracticesrightintotheoperationaldeliveryengines,makingthemhighlyenforceable,ratherthanrelyingonmanualmethodsofverificationandenforcement.

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IPitpa 

IPitpaisIPsoft’sITProcessAutomationtool,whichreportsontheextenttowhichautomationisreducingtheentropiesinyoursystem.Availableprocessautomationstatisticsinyouroverallenvironmentincludethetotalnumberofevents,thenumberofeventsforwhichautomatedremediationran,andthepercentageoftimeautomatedremediationwasabletofixtheproblem.

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About IPcenter v3

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Service Delivery Management 

ServiceDeliveryManagementinIPcenterv3isalignedwithITILv3ServiceDeliveryManagement.

IPcenterv3ServiceDeliveryManagementmodulesareoutlinedfollowing.

IPslr 

IPservicelevelreportingfacilitatescomprehensiveservicelevelreportingforITandbusinessmanagers.Itreportsonalldeliverymetrics,includingserviceoperations,servicedeliverymanagement,andcontinualservicemanagementimprovementparameters.Belowisasampleofthereportingavailablebydefault.Otherreportingisavailableonrequestorthroughcustomdevelopment.

SubsetofIPslrReportOptions

Anexampleoftheoutputfromthesereportsisbelow:

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About IPcenter v3

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TicketMeanTimetoRespond

TicketStatusReport

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About IPcenter v3

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OpenTicketDetailReport

IPsurvey 

IPsurveyisIPsoft’scustomersatisfactionsurveytool.CustomersurveyshelpIPsoftensurethatoperationaldeliveryisandremainsalignedwithcustomerbusinessrequirements.Feedbackiscriticaltothisprocess,andwegatherfeedbackatthetacticallevel(throughIPim)oneverytaskhandled,aswellassolicitinghigher‐levelfeedbackonaquarterlybasisfromcustomerexecutives.

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About IPcenter v3

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Service Technology 

ServiceTechnologymodulesinIPcenterv3areoutlinedfollowing.

IPautomata 

IPautomataisIPsoft’stoolkitforbuildingintelligentsoftwareagentstofacilitatedatagathering,management,andremediationofdetectedissues.IPautomataadaptivelylearnsaboutyoursystemsandnetworks,andisabletogenerateautonomicagentsthatself‐correctandhealexceptionsinyourenvironment.

IPautomataallowsyoutoviewautomatatasksassignedtoyou,searchforparticularautomata,viewautomatadetails,runautomata,and‐‐ifyouhaveadditionalpermissions‐‐designcustomautomata.

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IPclassify 

IPclassifyisresponsibleforclassifyingincomingIPradarevents.ItisaBayesian

classification(interpretationofprobability)enginethatallowsIPsofttomapincoming

exceptionstothemostqualifiedresourcecapableofhandlingtheexception.IPccand

IPdispatchleverageit.

IPclassifytranslatesanincomingalertortroubletickettoafullydefinedsetofparameters,

whichincludethecriticalityofthealert,theclientaffected,andthedomain(andeventhe

subdomain)thatthealertrelatesto.ThisfullclassificationisthenleveragedbyIPdispatch

(forautomatedticketdispatches)anditssuperset,IPcc(fordispatchingallticketsand

calls),formappingtheexceptiontothebest‐qualifiedengineerforhandlingtheevent.

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IPmanager 

IPmanagerisIPcenter'svirtualmanager.ItconsolidatesdatafromIPcenterapplications

andpresentsanoverviewofcurrentoperationalstatetomanagers.

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IPsec 

IPsecisaneventcorrelatorthatusesarules‐basedenginetocorrelateeventsthatare

relatedtoeachother.IPsecusesCMDBandprecedencerelationstoeliminatewhitenoise

fromanenvironmentandtotrackdowntherootcauseoftheexception.

IPuniversity 

IPuniversityisacompletee‐learningenvironmentforIPcenterusers,providingself‐paced

studycoursesonvariousIPcentertopics.

IPuniversityremembers:

• Allthecoursesyouneedtotakeforattainingproficiencyinafunctionalrole

• Thecoursesyouarecurrentlyenrolledin

• Whereyouareineachcourse

• Coursesthathaveyoupassed

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IPmerit 

SampleIPmeritDailyandTrendingGraphs

IPmeritisIPsoft'sperformancereviewapplication.ItallowsIPsoftmanagerstoperformpointintime,monthly,quarterly,andyearlyreviewsoftheirstaff.Thesereviewsarethenvisibletothestaffmemberalongwithhistoricaltrendingoftheirperformance.

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Service Design  

ServiceDesigninIPcenterv3isalignedwithITILv3ServiceDesignactivities.

IPdiscover 

IPdiscoverdetectsandcollectsinformationabouttheservers,networksandstoragedevicesonthepartsofyournetworkyouhavemadevisible/accessibletodiscoveryagents.Intra‐serverdiscoverymodulesallowyoutodiscoverdatabasesandapplicationsresidingonserversthatallowdiscoveryagents.