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HP Service Desk (OVSD)

Objective
The objective of this presentation is to provide a insight into HP Service Desk Usage and purpose.
Usage
Language Time Zones Views
Open View Create View

Advanced Find

Create Service Call Create Incident Ticket Create RFC Create Messaging Work Order

Changing the language of Service Desk


HP OpenView Service Desk is supplied with support for the English language. If the company has translated the texts of Service Desk in multiple languages, you can change the language.
To change the language used by Service Desk: In Service Desk, choose Options from the Tools menu. In the Options dialog box, click the General tab. From the Language list, select the language you want to work in. Click Apply. Close and restart Service Desk for the changes to be applied.

Changing the language of Service Desk #2

Changing the password


Changing passwords Regularly changing your password ensures the security of Service Desk. Passwords are case-sensitive. Remember your use of uppercase and lowercase letters when you change your password. To protect passwords, only asterisks are displayed when a password is typed.
To change your password:
Choose Options from the Tools menu. Click the Accounts tab. In the Accounts tab, click Change Password. In the Change Password dialog box, the account field shows the user name you used to logon. You cannot change the password for different users. In the Old Password field, type the current password. In the New Password field, type the new password. In the Confirm New Password, type the new password again. Click OK.

Changing the time zone


While you work in one time zone, your customers may live and work in another time zone. If a service is agreed, dates and time are expressed in the customer's time zone. Changing time zones does not influence the way time and date values are stored in the database. Time and date values are always stored in Coordinated Universal Time (UTC). UTC is a standard time from which all time zone time and dates are calculated. All time and date values you see on your screen are calculated from the stored UTC values, plus or minus the adjustment for the required time zone.

Changing the time zone #2

Navigate Service Desk

What is a View?
Views give you a look at the information in a Service Desk item. For each Service Desk item you can create a number of views. In each different view, the data is arranged in a different manner and displayed in a different format.

Work order View

Change a View?
To change the navigate to View Current View Select the List of Views.

Creating Custom Views


To create any other view:

Point to Current View in the View menu. Choose Define Views. In the Define Views dialog box, click New. In the New View dialog box, type a name for the view in the New text box. Select the type of view and click OK. In the View Summary dialog box, change the settings of the view. After you set your new view, click OK. If the new view must be your default view, select the Default check box in the list of views.

Creating Custom Views #2

Creating Custom Views #3

Advanced Find
Query restrictions limit the number of items sent to you from the Service Desk server. To find a work order based on a criteria
Click on Advanced Find button

Advanced Find #3
To find a work order status based on number and completed by Sanjeeva Kulkarni and workgroup Global-T2-Operations.

Advanced Find #3
Result Pane displays the result fetched from the OVSD server.

Service Call
To create a new service call, do one of the following:
In the File menu, point to New and choose Service Call from the New submenu. Click the Service Call icon in the shortcut bar and then click the New button in the standard toolbar. Right-click in a service call view and choose New from the pop-up menu.

What Service Call/Request?


A request from a User for information, or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted.

Service Call Select Template

Service Call Enter Details


Enter the details as per the below table.
Field
Customer Organization

Details to be posted
Sanjay Pandey AES

Purpose
An AES Employee ID Company Name The device associated for this task

Configuration Item Any CI server.log is required for Description analysis Category Classification Medium Deadline To workgroup

A short description of task Since the task is for server.log copying. Service Request / Assistance Hence it is a identified as assistance Incident / Applications E-Mail 03-06-11 5:45 Global-T2-Operations The task is associated with Application The task was communicated by the requestor via e-mail. Within what timeframe the task has to be completed The workgroup this particular task would be executed.

Service Call Details #2

Service Call Create Work order


After filling the purpose as per the table for the Service Call; next step is to create New work order.

Service Call Create Work order #2


Enter the details as per the below table.
Field
Status Description Category Deadline

Details to be posted
Assigned server.log is required for analysis IT Related Task 03/06/2011 05:45

Purpose
In order to execute the work order the status should be set to Assigned A short description of task Task type Within what timeframe the task has to be completed The workgroup this particular task would be executed

To workgroup

Global-T2-Operations

Awaiting Release No

If the work order has to be released to the queue

Service Call Create Work order #3

What is RFC?
The Request for Change (RFC) is formal request for the implementation of a Change.

RFC (Request For Change)


To create a new RFC, do one of the following:
In the File menu, point to New and choose Change from the New submenu. Click the Change icon in the shortcut bar and then click the New button in the standard toolbar. Right-click in a service call view and choose New from the pop-up menu.

RFC (Request For Change) Select Template

RFC Enter Details


Field
Service Customer Affected Business Environment Description Impact Priority Deadline Proposed Start

Details to be posted
INFRASTRUCTURE Sanjay Pandey AES Production Server need a patch to fix scsi errors Low Low 03/06/2011 14:00 03/06/2011 08:00

Purpose
It is an infrastructure upkeep activity An AES Employee ID In order implement this change, affected business entity Specify the business that the change would be implemented The reason for implementing this change If the impact of this change is affected to 1 person If the priority of this change, normally depends on business impact. The deadline within which the RFC related work orders needs to be completed. When the activity is proposed to start

Proposed Finish
System Outage?

03/06/2011 12:00
Yes

Outage Start
Outage Finish Outage Information To workgroup

03/06/2011 06:54
03/06/2011 13:00 FAS Application would not be accessible Global-CHG-COORDINATOR

When the activity is proposed to finish If the system would not be accessible or downtime required to implement this change. At what time the outage be effective from, should be within the RFC Deadline. At what time the outage be ending, should be within the RFC Deadline. The application that gets impacted for implementing this change Global Change coordinators, who review and push to Change Advisory Board (CAB) for approval

RFC (Request For Change)

RFC Create Work order


After filling the purpose as per the table for the RFC; next step is to create New work order(s). Each activity and each work group should have one work order.

RFC Create Work order #2


Enter the details as per the below table.
Field
Status Description

Details to be posted
Registered server need patch to fix scsi errors.

Purpose
In order to execute the work order the status should be set to Assigned; if RFC is approved, the status of WO would changed automatically. A short description of task

Category
Proposed Start Deadline To workgroup

IT Related Task
03/06/2011 05:01 03/06/2011 09:01 Global-T2-Operations

Task type
When the activity is proposed to start Within what timeframe the task has to be completed The workgroup this particular task would be executed

To Person

effone.vmuthukrishna

The person who would be working on this activity. If the work order has to be released to the queue

Awaiting Release No

RFC Create Work order #3

What is Incident?
An Incident is any event which is not part of the standard operation of the service and which causes, or may cause, an interruption or a reduction of the quality of the service.

Incident Ticket
To create a new Incident Ticket, do one of the following:
In the File menu, point to New and choose Incident from the New submenu. Click the Incident icon in the shortcut bar and then click the Incident button in the standard toolbar. Right-click in a service call view and choose New from the pop-up menu.

Incident Ticket Enter Details


Enter the details as per the below table.
Field
Configuration Item Service Description

Details to be posted Purpose


Any CI The device associated for this task The task related to infrastructure up keep

Impact
To workgroup Category Classification

INFRASTRUCTURE The server is not responding, server needs to be rebooted. A short description of task Since the server is not responding and it needs to be rebooted to business to High work upon. The workgroup of this particular task Global-T2-Operations would be executed. Error (Fatal) Infrastructure Default Default.

Incident Ticket Enter Details

Incident Ticket Create Work order #1


Enter the details as per the below table.
Field
Status Description Environment Category Proposed Start Deadline To workgroup

Details to be posted

Purpose
In order to execute the work order the status should be set to Assigned

Assigned The server is not responding, server needs to be rebooted A short description of task Quality Assurance IT Related Task 03/06/2011 08:06 03/06/2011 08:30 Global-T2-Operations

Environment of the specified CI Task type When the activity is proposed to start Within what timeframe the task has to be completed The workgroup this particular task would be executed If the work order has to be released to the queue

Awaiting Release No

Incident Ticket Create Work order #2

Create Work order for Messaging


The purpose of creating work order for messaging workgroup to work on Exchange related tasks.
As a example, when we create a new account, mailbox has to be created and enabled. After completion of account creation in Active Directory as per the request. Update the status, solution, closure code. Click on Create Related WO option.

Create Work order for Messaging #2