hp (hewlett packard)

HP SERVICE DESK, HP SERVICE MANAGER

17.11.2014

Technical architecture HP Service Manager. Customization, integration, reporting

Technical architecture HP Service Manager. Customization, integration, reporting

From a technical point of view, HP Service Manager 7.0 has a classical three-tier architecture. As a DBMS, you can use the products of Oracle, MS SQL Server or DB2; as the OS for the application server, HP Service Manager 7.0 — Windows products, HP-UX, Solaris, RedHat Linux Enterprise Edition, Novell SuSE Linux Enterprise Server or AIX; as a web application server for thin client self-service portal — IBM WebSphere Application Server, Tomcat or BEA WebLogic, and as a web-server — IBM HTTP Server, Apache or IIS.

Fig. 1. The architecture of the HP Service Manager 7.0

Apart from the thick windows client, HP Service Manager 7.0 has a full crossplatform web interface for system operators and very flexible self-service portal. It should be noted that the web interface for operators HP Service Manager 7.0 is an exact copy of a thick client, and these two interfaces are configured synchronously.

Fig. 2. The system interface in windows client

Fig. 3. The system interface in a thin client

HP Service Manager 7.0 has an extremely flexible customization capabilities. Any entity can change, you can create any field, to associate entities with each other. and even to create new entities.

Configure the business logic can be implemented in different ways. You can customize the business logic at the level of the workflow, by setting simple rules and placement of «ticks». You can configure the business logic using additional JavaScript on or own language HP Service Manager 7.0 — RAD. Customizing forms in HP Service Manager is implemented using a simple visual editor.

4. Visual form editor

in Addition to the unique customization capabilities, HP Service Manager 7.0 has a very wide and diverse opportunities for creating reports.

first, in HP Service Manager 7.0 feature your engine to create reports, allows you to generate reports of medium difficulty, and dashboard. Secondly, together with HP Service Manager 7.0 comes ODBC driver that allows to operate with data HP Service Manager 7.0 not at the level of database tables, namely at the level of entities, which means that reports can be easily created in any product that supports ODBC. Thirdly, HP Service Manager 7.0 integrated with Business Objects platform, and with it comes free set of reports for Cristal Reports. In addition, Hewlett-Packard is a separate product ITSM Analytics HP Decision Center 2.0, which has already implemented a large package of reports, in accordance with the best world experience. This product allows for sophisticated analysis of ITSM processes using Business Intelligence methods.

Fig. 5. Dashboard in HP Service Manager 7.0

Integration with HP Service Manager 7.0 with other products is carried out either through web services or via a separate product that came with the HP Service Manager 7.0 — Connect-It. This solution selected Hewlett-Packard as the primary means of integrating all of their products. Integration via the Connect-It has a number of advantages. First, Connect-It is a product created specifically for integration, so any scripts for loading data from various sources, integration, reconciliation and conversion assumes Connect-It. In addition, it has implemented a large set of pre-built connectors, which is constantly expanded.

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