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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
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4 2
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6
2.1 INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY
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6 2.2
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7 2.3 HELP DESK HP OPEN VIEW SERVICE DESK
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8
3
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10 3.1
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11
4
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13 4.1
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13 4.2
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15
4.2.1 Configuration Management DataBase
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16 4.2.2
Organization..................................................................................................................................
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4.3
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19 5
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21
5.1
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21 5.1.1
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21 5.1.2
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24 5.1.3
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24
5.2
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26 5.3
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26 5.4
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6
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6.1 ITIL
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32 6.2
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32 6.3
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33 6.4
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35 6.5
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38 KOKKUVTE
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1 () , . . (), .
HP Open View Service Desk, .
HP Open View Service Desk , . , , . ; , ITIL (Information
Technology Infrastructure Library), HP Open View Service Desk. , ,
, , HP Open View Service Desk. , , .
, , ITIL. , ITIL, Service Desk , , .
: ,
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ITIL, . ITIL, HP Open View Service Desk. , , . , .
.
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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]
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1: 4 ITIL.
.
2.2 (Help Desk) , -. , . , , . [10]
, , Help Desk. Help Desk , , , , . [11]
Help Desk
,
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, Help Desk. . , , . - , .
2.3 Help Desk HP Open View Service Desk
HP Open View Service Desk a, , , . ITIL . . . . HP Open View
Service Desk . HP Open View Service Desk , . , . , .
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, , , -. web. [13] HP Open View Service Desk .
, :
, : , ITIL. [1] , HP Open View Service Desk, , 1.
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3 , Plain-Do-Check-Act (PDCA). . PDCA ( 2):[1, 9]
2 : Plain-Do-Check-Act
(Plan) , , , . (Do) (), , . (Check) (Service Level Agreement,
SLA), (Operational Level Agreement, OLA), Help Desk . (Act) , , ,
.
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, . . SLA, . . [1]
3.1
(Service Level Management, SLM) , , , . [1]
, . SLA , . HP Open View Service Desk , , , , , . [14] HP Open
View Service Desk SLA , ( 3): ; , ; ; , ; (,
); ; / ,
;
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; ; ;
, () , . . , , . . Service Desk . , , SLA. [1]
3: SLA, ,
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4 , , . [1] :
;
, , , SLA ;
, , ;
( ), , , ;
; . [1]
HP Open View Service Desk : , , .
4.1 . , , , .
(Change Management) , , .
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. , , , . .
: (Request for Change, RFC) /
. Service Desk, , , , , ( 4). , . , , , , , . , , , , . [3]
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4: Web-
4.2 , , , .
. . , .
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(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]
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5: CMDB
4.2.2 Organization
HP Open View Service Desk , , , , - . , , , , . , . , ( ), , (
), . ( 6) Service Desk, web. , (,
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Windows). organization. ( 7) HP Open View Service Desk . , .
[14]
6: .
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7:
4.3 , , . . - .
, . , , .
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- . , -. [4]
HP Open View Service Desk Release, , , , . , HP Open View
Service Desk Pert ., . ( 8)
8: .
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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 ; , . , , .
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: (, ), (, , , ), ( ) ( ). , , , , . . Help desk web- HP Open
View Service Desk. , , . , . , . [14, 5]
: Help Desk . , , . . , TAB. Service Desk , , Quick Find (
9):
9: Quick Find
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. Service Desk. IT Service. . Normal, .( 10)
10:
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5.1.2 (Service Today), , Help Desk , . , , , , , . [5] , , (
11):
11: ,
5.1.3 HP Open View Service Desk (work order) . , , , . ID.
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, , , , . [14, 5]
. Help Desk . () : , , . . , , , 13. ( 12)
12: .
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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)
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13: .
, , . , .
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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)
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14:
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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 ( ) , .
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, , , , , , O Service Desk . :
Configuration item Service Description
(Configuration item) . . , , - . , . , . : , . , , . , .
, . .
. , . , , , . , , .
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6.4 , HP Open View service Desk, , . HP Open View Service Desk ,
. , , , - . , 27% .
, ? , . , , . , . . , Help Desk , , .
. 9% . , . ? , , . Help Desk , .
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6.5 , , , , . ( ), , , .
, , . 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 ,
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, . , , , , , , Service Desk .
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, 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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2 HP OpenView Service Desk?
SD?
1. :
) ITIL .
) ITIL, - , ITIL/ITSM, .
2. ,
). .. .
Critical
Major
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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
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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
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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
!