1. HP OpenView Service Desk and AssetCenter : the winning combination Session #: 182 Speakers: Bruno Labruere & Guillaume Runser Company: HP

2. Agenda: Concepts Release package Main business processes covered Key value propositions Required configuration How to download the binaries Architecture and implementation choices Integration screenshots Q&A

3. Concept: Integration package based on cross-UI integration and Connect-It data and processes integration Release package contains: –One-time import scenario to import SD CMDB data into AC –Integration scenarios to propagate data between the 2 systems, in particular to feed SD from AC CMDB

4. Key value propositions Integrated Asset and Service Management Calculate the Total Cost of Ownership, including all goods and services cost Improve incident, problem resolution and change implementation by providing detailed accurate inventory, contractual and financial information on configuration items Enable Request Fulfillment across asset and service management SD can leverage AC reconciliation engine

5. Main business processes covered Change Management activities in SD are recorded in AC and service cost/TCO updated During Incident/Change/Problem Mgt, the user can drill- down directly into AC configuration Items From AC, a user can access by one-click to CIs’ incident, change or problem Request fulfillment process. Service Catalog request in AC will be fulfilled, creating goods in AC and scheduling Change in SD. Asset reconciliation exception reports will trigger incident in SD. Upon incident resolution, the reconciliation issue with be closed and the CMDB updated

6. Required configuration HP OpenView Service Desk 4.5 Service Pack 17 or 18 HP OpenView Service Desk 5.0 Service Pack 1 HP OpenView AssetCenter 4.4 HP OpenView AssetCenter 5.0 HP OpenView Connect-It 3.6 or higher Other requirements are those of SD and AC products 6

7. How to download the binaries ? The integration is delivered with the Integration Pack 1 of Connect-It 3.6 You can download it from Connect-It customer web site. available for free

8. CMDB data synchronization: Configuration Items, CI relationships, people/organization/location work-orders and change category Cross contextual launch From SD incident/change to AC details From AC CIs to SD incidents and changes Service Desk HelpDesk/Change/SLM Manager Asset/Contract/Procurement Manager Asset Center Data level SD DB GUI level Business Process Integration: AC requests associated with SD Change management/SD workorders Service cost information aggregated into AC Request fulfillment / Service Catalog AC reconciliation proposal with SD incidents Bus process level AC DB

9. CMDB set-up Service Desk CMDB contains data This will be imported into AssetCenter using one-time import scenario All sources of data (inventory, network, person) should be reconciled in AC AC is feeding SD with the subset of the CMDB used for Service Management The CMDB is built upon the CIs expected state managed by AssetCenter and the CIs operational state (up, down, pending change) managed by Service Desk Cross UI integration allows for navigation through the aggregated CMDB Connect-It allows standard-based access to this CMDB

10. CMDB State Management Actual 3 rd Party Discovery Actual 3 rd Party Discovery Actual Enterprise Discovery Discovery Data Reconciliation Expected State Data Expected AssetCenter Operational Service Desk Reconciliation identifies discovered CIs that do not match the expected state and creates alerts Core operational data provides foundation for change control Discovers live environment Relevant data replicated to Service Desk Discovery DataChange Data Physical Change Verifies managed changes take place as planned Change process takes place here CI changes are tracked here Successful changes will not trigger reconciliation alerts. Any change failures will produce an alert.

11. AssetCenter: reconciliation and expected state Sample data as agents are in the field Discovers and inventories live environment Actual Data Gathering Tools Walk around audits Physical Expected Entitled AssetCenter Accepts CI data as CI’s enter the organization Discovery Data Reconciliation Reconciliation challenges difference between expected and actual states Reconciliation Best way to control what enters the infrastructur e Standard configuration IT catalog Request Procurement Reconciliation Lifecycle processes

12. Integration Architecture and implementation choices

13. Service Desk Asset Center SD DBAC DB 13 CONNECTITCONNECTIT XML Connector SD ConnectorAC Connector XML File SD Data Exchange Data are extracted from SD DB and mapped to AC objects AC objects written into a CIM XML file and imported using Data Exchange Architecture

14. Mappings 14 Service DeskAssetCenter Location WorkgroupGroup OrganizationDepartment / Company PersonsEmployee ContractMaintenance Contract CIsAsset Change / Work order Work order / Sub work order IncidentReconciliation Proposal

15. Implementation choices (1/3) Telephone –Only first phone for each category exported from SD to AC Address –Employee address not exported from SD to AC Organization and Company/Department –AC manages separated lists for Suppliers (=Companies) and Departments –Common list in SD: Organization –In consequence Company and Department in AC must have different names 15

16. Implementation choices (2/3) SD Configuration Items and AC Assets –No standard master/slave process can be defined for CI. All fields exported in both senses, to be adapted to local process. –SD allows several parents for a CI, not supported by AC. So only first parent taken into account. –SD CI categories to AC Asset models SD demo data organization is to limit CI categories to a generic naming (ex: Business PC) AC demo approach is to include also the model of the asset to Model field (ex: "Deskpro EN - DT - PIII 933"). –SD category corresponds to the rank before the last into AC model hierarchy –Last name in model full name comes from another field in SD (“Name 1” into demo DB). 16

17. Implementation choices (3/3) SD Change/Work Orders and AC Work Orders –Exported from SD to AC only for TCO calculation purpose (not all fields) –WO coming from SD grouped on AC under a common parent –AC WO mapped into SD Change/WO combination –SD WO do not implement parent/child relation 17

18. AssetCenter and Service Desk integration screenshots

24. Questions and answers