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LAREG EUROPEAN IT OUTSOURCER USES OPALISROBOT CAP FOR HP SERVICE DESK
Trouble Ticket Creation, Service Request Fulfillment Automated.
The OpalisRobot CAP for HP Service Desk allows users to rapidly build complex
yet robust automation and integration scenarios using a simple GUI, and without
the need for custom scripting or debugging. The CAP provides operators to
Create, Update, Close, Filter, Query and Monitor for changes to Service Desk
Incidents within standardized ITIL compliant processes.
“Managing 20 large customer sites, our IT staff were bogged down with common IT requests occurring on a daily, if not hourly basis, that really ate away at their precious time which could have better been spent maintaining and upgrading our infrastructure . With the Opalis solution, both ourselves and our customers benefit – better IT service delivery, in a more timely manner, with less overhead”. – European IT Outsourcer
Using these operators, IT administrators can build automated policies for fulfillment of common service desk requests, such as user password resets, software updates and patch deployment, as well as business application health checks and corrections.
HP Service Desk can be also be integrated and synchronized with existing system monitoring tools, such as HP OpenView or Microsoft MOM. Trouble tickets can be automatically opened for key system alerts, and pre-filled with diagnostics gathered by OpalisRobot, eliminating the latency and error prone human intervention previously required.
In this example, the OpalisRobot CAP watches for end user requests for new software, and responds by validating user credentials and permissions, deploying the desired software, updating the company CMDB, notifying the end user of the successful completion, and then automatically closing the HP Service Desk Ticket, all without human intervention or attendance.
EVENTS
Running NetIQ? Our webinar—Opalis Software: Getting More out of NetIQ AppManager—is now available for free video download.
IT Forum Europe, November 15-18 2005, Barcelona, Spain
OPALIS IN THE NEWS
InfoWorld: Something nice for MOM
With a platform as broadly applicable as Windows server management, Microsoft did the smart thing and opened the door for third-party ISVs such as Opalis, NetIQ, and NetPro, to build add-on applications for MOM-managed infrastructures via the MOM Connector. Read More...
Opalis Describes Top Three Reasons for ITIL Implementation Failures at Pink Elephant ITIL Case Studies Symposium
After years of early skepticism, most in the industry would agree that ITIL is going mainstream. Dozens and dozens of enterprises, many with European roots, have already gone through an ITIL implementation – some successful, many not. Read More...
Network Magazine: Demystifying the CMBD
The CMDB promises to make IT more responsive to business needs. But complexities mean interoperable, enterprise-wide CMDBs are a long way off. Read More...
Government Technology: American ITIL
Deep in the heartland of America an experiment is under way. ITIL, a set of best practices for IT service management, has begun to take root in the United States. Popularized in Britain more than 10 years ago, ITIL is only now getting noticed in the United States. Widespread implementation is a ways off, but if what is happening in Oklahoma City and other test beds flourishes, ITIL may well become the standard by which all IT operates. Read more...
TIPS & TRICKS
Sychronize System Monitoring and Help Desk Software
Using several small policies, OpalisRobot users can automatically synchronize the creation, updating and closing of system monitor Alerts and help desk Trouble tickets – the end result being improved service delivery through reduced data latency and elimination of human error in manual data entry.
Step 1: Filter for desired system monitor Alerts (in this case HP OpenView Operations) and create a Trouble Ticket (in this case HP Service Desk) – with all relevant data automatically pre-filled.
Users can easily add filtering conditions to determine exactly which type of HP OpenView Messages they would like to auto generate HP Service Desk trouble tickets, and transfer any Message data, such as the Description, Severity, and Impact to the trouble ticket.
Step 2: Setting up similar filters will allow OpalisRobot to detect desired changes to data in either the system monitoring Alert or the help desk Trouble Ticket, and reflect that data change in the other system.
Step 3: After a problem has been resolved and the human operator clears (acknowledges) the OpenView Message, or closes the resolution state of the trouble ticket, OpalisRobot will automatically close the corresponding item in the other system.
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