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

Autorideklaratsioon

Deklareerin, et kaesolev bakalaureuset on minu too tulemus ja seda ei ole kellegi teise poolt
varem kaitsmisele esitatud.

........................
(kuupaev)

..........................................
(bakalaureuset kaitsja allkiri)

................................................................................................................................................. 4

.......................................................................... 6

2.1

INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY .................................................................... 6

2.2

............................................................................................... 7

2.3

HELP DESK HP OPEN VIEW SERVICE DESK ...................................................................... 8

................................................................................................................ 10
3.1

.............................................................................. 13
4.1

............................................................................................................ 13

4.2

............................................................................... 15

4.2.1

Configuration Management DataBase .......................................................................................... 16

4.2.2

Organization.................................................................................................................................. 17

4.3
5

................................................................................... 19

......................................................................................... 21
5.1

....................................................................................... 11

................................................................................................................. 21

5.1.1

.................................................................................................... 21

5.1.2

................................................................................................................................... 24

5.1.3

....................................................................................................................... 24

5.2

................................................................................................................... 26

5.3

............................................................................................................ 26

5.4

............................................................................................................... 29

................................................................ 32
6.1

ITIL .................................................................................................................................................... 32

6.2

......................................................................................................................................... 32

6.3

................................................................................................................................. 33

6.4

............................................................................................ 35

6.5

.................................................................................................. 36

................................................................................................................................................. 38
KOKKUVTE .................................................................................................................................................... 39
............................................................................................................................................ 40
1.............................................................................................................................................. 42
2.............................................................................................................................................. 43

1
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2

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2.1 Information Technology Infrastructure Library

Information Technology Infrastructure Library (ITIL) -

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14

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15

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HP Open View Service Desk
: CMDB Organization.

4.2.1 Configuration Management DataBase

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16

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4.2.2 Organization
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20

5

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5.1.1
Help Desk
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22

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23

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25

5.2
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FAQ). ,
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5.3
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(Incident Management)

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Open View Service Desk, ID.
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(service)

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26

(Impacted to service),

(Configuration item), :

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(downtime type), : ,

(severity).

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27

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28

5.4
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4 : (ritical),
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(Deadline).

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Minor (9 ).
(Manual Deadline)
29

(Service)

(Configuration item), :

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(Closure Code).

(Root Cause found ..). ,

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ITIL, ,
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30

 14:

31

6
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ITIL,
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40 ,
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6.1 ITIL
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6.2
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32

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(Warning) , ,
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6.3
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33

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34

6.4
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35

6.5
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36

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38

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..

39


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)

40

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

41

42

 2

HP OpenView Service Desk?

SD?

1. :
) ITIL
.

) ITIL, -
, ITIL/ITSM,
.

2. ,
). ..
.

Critical
Major

43

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

44

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

45

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

46

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

47

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

48