Overview
Installation
Notes
Enhancements
and Fixes
Known
Problems, Limitations, and Workarounds
Documentation
Errata
Local
Language Support
Support
Legal Notices
The Service Level Management Report Pack helps you and your customers determine whether or not services comply with
agreements and objectives. Use these reports to assess availability, to understand the relationship between services and
components, to find out which services require immediate attention, and to schedule resources for services
that are headed in the direction of non-compliance. Each report allows you to define a timeframe and retrieve detailed information for
that timeframe.Overview
The SLM Report Pack contains the following
reports:
1. SLA Overview for Customer Business Manager
2. SLA Detail for Customer Business Manager
3. Service Detail for Customer Business Manager
4. SLO Detail for Customer Business Manager
5. SLA Overview for Customer Relationship Manager
6. SLA Detail for Customer Relationship Manager
7. Service Detail for Customer Relationship Manager
8. SLO Detail for Customer Relationship Manager
9. Service Overview for Service Manager
10. Service Detail for Service Manager
11. SConfiguration Item Detail for Service Manager
Prerequisites Install DimensionManager and DataFeeder on the OVPI server. DimensionManager and DataFeeder are shipped with
the Service Desk 5.0 DVD. For details about installing DimensionManager and DataFeeder, see the Service Desk Reporting User
Guide, September 2006. Package Manager
After the prerequisites are met, follow these steps to
install the Service Desk SLM Report Pack.
1. Log in to the system. On UNIX systems, log in as root. 2. Stop OVPI Timer and wait for
processes to terminate. 3. Insert the report pack CD in the
CD-ROM drive. On a Windows operating system, a Main Menu displays automatically;
on Unix, mount the CD, navigate to the top-level
directory for the CD drive, and type the setup command. 4. Extract packages from the CD to the
Packages directory on your system by typing 1 in the choice field and pressing
Enter. A completion bar shows progress. When the extract finishes, the install
script starts Package Manager. The Package Manager welcome window
opens. 5. If Package Manager is not
running, select Package Manager from the Management
Console. 6. Click Next. The Package Location
window opens. 7. Click the Install radio
button. 8. Approve the default destination
directory or browse to a different directory if necessary. 9. Click Next. The Report
Deployment window opens. 10. Accept the default to deploy reports. Enter
your OVPI username and password. 11. Click Next. The Package
Selection window opens. 12. Select SLM_Integration report pack. 13. Click Next. The Type Discovery
window opens. Unselect the Type Discovery check box and click Next. The Selection Summary window
opens. 14. Click Install. The Installation
Progress window opens and the install begins. When the install finishes, a
package installation complete message appears. 15. Click Done to return to the Management
Console. 16. Restart OVPI
Timer. Windows: Select Control Panel
> Services UNIX: As root, do one of the
following: Post-installation
Tasks SLM dimension data must be exported from Service Desk to DimensionManager
on the OVPI server. The export of fact data to DataFeeder is automatic, no user intervention is necessary. For details
about exporting dimension data from Service Desk to OVPI, see the Service Desk Reporting User Guide, September 2006. None. Dates and Strings in Demo Reports
In a translated demo report, dates display in English. In a production report, dates will
not display in English. In a translated demo report, you may see strings in English. For example, you may see "From" and "To" strings.
Such strings will not display in English in the production report. QXCR1000319466 -
Full Export Option is not shown in the SD Console.
If a full export is attempted from Service Desk before an OVPI connection has
been successfully established, the export will fail and the full export option
in the Service Desk Reporting Administration workspace will not be visible, even
after the OVPI connection is created.
Workaround:
1. Establish a successful OVPI connection as described in the Service Desk
Reporting User Guide.
2. Execute the following sql statement on the Service Desk database:
UPDATE
rpt_reportingadministrations SET rad_fullexportrequested = '0';
commit; The Service Desk Reporting
User Guide contains installation and configuration procedures for all three Service Desk report packs as
well as report descriptions for all three Service Desk report packs. Looking for this information in the
Service Desk 5.0 documentation (the SD 5.0 Installation Guide, the SD 5.0 Service Level Manager Guide, and
the SD 5.0 Administrator Guide is no longer necessary.
QXCR1000318937 -
Incorrect information in Chapter 6 of the SD 5.0 Installation Guide a. Chapter 6 states
that report packs are installed from the Service Desk DVD [Section "Install
Software Required for Report Packs": page 129]. This is incorrect. You must
install report packs from the May 2006 report pack CD-ROM. b. Chapter 6 states
that "trendadm" is the default username/password [Section "View Service Desk
Reports": pages 134-135]. This is partially incorrect. Login using username
"trendadm" and the password that was configured for that user. To visit the HP OpenView web site, go to: http://managementsoftware.hp.com/
This site provides contact information and details about products and services,
including online support. To open the support site from the OpenView home page,
click Support. The support site provides an efficient way to:
NOTE: There are portions of this site you cannot access unless you
register as an HP Passport user and log in. In some cases, you will also need an
active support contract. To find more information about support access levels,
go here:
http://support.openview.hp.com/access_level.jsp
To register for an HP Passport ID, go here:
We post updated user guides for OVPI report packs and datapipes to the web
on a regular basis. Follow these steps to locate current documentation:
NOTE: Viewing files in PDF format (*.pdf) requires Adobe Acrobat
Reader. To download Adobe Acrobat Reader, go here:
©Copyright 2006 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
The only warranties for HP products and services are set forth in the express
warranty statements accompanying such products and services. Nothing herein
should be construed as constituting an additional warranty. HP shall not be
liable for technical or editorial errors or omissions contained herein.
Installation
Enhancements and Fixes
Known Problems, Limitations, and Workarounds
Documentation Errata
Support
Legal Notices