Owner manual

Introduction
5
Introduction
Enterprise IT managers are responsible for delivering and maintaining the infrastructure and services that
enable businesses to compete effectively and respond quickly to changing market conditions. Keeping
business services operating smoothly requires in-depth knowledge of the environment from end-to-end, an
understanding of how IT affects the availability and operations of business processes, and an effective set
of well-integrated management tools.
HP OpenView Service Desk provides a unique solution to successfully manage service levels.
Comprehensive functionality allows IT administrators to proactively manage service level agreements
(SLAs) by highlighting the service and infrastructure dependencies, and by indicating service state and
user relationships. The ability to detect and resolve IT problems before they impact business operations
helps to prevent the potential loss of revenue and customers.
HP Systems Insight Manager forms the foundation of the HP unified strategy for managing infrastructure
lifecycles. HP Systems Insight Manager delivers extensive core capabilities for HP servers, storage, clients,
printers, and other manageable hardware devices, plus extensible support for value-added plug-ins that
improve remote management, rapid deployment, vulnerability and patch management, storage
management, and the advanced administration of virtual machine environments.
This document illustrates how HP Systems Insight Manager and HP Service Desk combine to deliver
complementary well-integrated enterprise management, helping IT organizations consolidate end-to-end
management and increase availability from the hardware infrastructure to the business service level.
Using the steps outlined in this document, IT administrators can extend the functionality of Service Desk
with HP hardware data by creating Service Desk Configuration Items and by automating the population
of Service Desk Incidents, based on events and other data presented by Systems Insight Manager.
This information was compiled based on the following configuration:
• HP OpenView Service Desk 4.5, Service Pack 21 for Microsoft® Windows®
• HP OpenView Web Console for Windows®
• HP Systems Insight Manager version 5.0 or 5.1 for Microsoft® Windows® and HP-UX
• HP Storage Essentials 5.0
• Microsoft® Windows 2000 Server™
• Microsoft® Windows Server™ 2003
• HP-UX 11.11 or 11.23
Several files are provided to help the user with adding information into Service Desk:
• ACES_InsightManager.xml – file for importing several Insight Manager definitions into the
Service Desk database
• hpsim-sql.ini – configuration file for exporting data from the Systems Insight Manager database
running on Microsoft® SQL Server into an XML file that can be imported into Service Desk
• hpsim-oracle.ini – configuration file for exporting data from the Systems Insight Manager
database running on Oracle into an XML file that can be imported into Service Desk
• hpsim-pgsql.ini – configuration file for exporting data from the Systems Insight Manager
database running on PostgreSQL into an XML file that can be imported into Service Desk
• servicedesk.xml – tool definition file to add a launch to the Service Desk Service Pages from
Systems Insight Manager