Service Desk SLM Report Pack

Software Version 1.0

Release Notes, February 2006

Overview
Installation Notes
Enhancements and Fixes
Known Problems, Limitations, and Workarounds
Documentation Errata
Local Language Support
Support
Legal Notices

Overview

The HP OpenView Service Desk Service Level Management Report Pack provides insight into how your services are performing and whether or not your services comply with service level agreements and service level objectives. This collection of reports provides complete life cycle management, including definition, configuration, and monitoring. Use these reports to find metrics for status, availability, compliance, and metric value distributions. Each report allows you to define a timeframe and get detailed information about the timeframe.

With the information from these reports, you can easily understand the relationship between services and their components, understand how your services are performing, apply resources to services that require immediate attention, and schedule resources for services that are likely to fall out of compliance in the future.

This package contains the following reports:

1. Service Overview for Service Manager

2. Detail for Service Manager

3. Configuration Item Detail for Service Manager

4. Paying Entity Service Detail

5. Paying Entity Overview

6. Paying Entity Detail

7. Paying Entity Service Level Objective Detail

8. Configuration and Logging

Installation Notes

Chapter 6 of the Service Desk 5.0 Installation Guide (http://ovweb.external.hp.com/ovnsmdps/pdf/SD_Install_Guide.en.pdf) explains how to install and configure Service Desk reporting components. The instructions on page 129 for installing report packs are flawed. The following procedure is complete and accurate:

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 OVPI report packs 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 and deploy the reports. Enter your OVPI username and password.

11. Click Next. The Package Selection window opens.

12. Select SLM_Integration report packs.

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 NT: Select Control Panel > Services

UNIX: As root, do one of the following:

HP-UX: sh /sbin/ovpi_timer start

Sun: sh /etc/init.d/ovpi_timer start

Post-installation Tasks

For post installation tasks, refer to the Service Desk 5.0 Administrator's Guide. Download this document from:

http://ovweb.external.hp.com/ovnsmdps/pdf/SD_Administrator's_Guide.en.pdf

For details about SLM reports, refer to Chapter 8 of the Service Desk 5.0 Service Level Manager Guide. This chapter also explains how to configure user access to reports. Download this document from:

http://ovweb.external.hp.com/ovnsmdps/pdf/SD_Service_Level_Manager_Guide.en.pdf

Enhancements and Fixes

None.

Known Problems, Limitations, and Workarounds

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 Administrator Guide.

2. Execute the following sql statement on the Service Desk database:

UPDATE rpt_reportingadministrations SET rad_fullexportrequested = '0';

commit;

Documentation Errata

QXCR1000318937 - Incorrect information in Chapter 6 of the Service Desk 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 December 05 Report Pack CD.

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.

Local Language Support

The Service Desk SLM Report Pack is available in English only, and user documentation is available in English only.

Support

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 a fast and efficient way to:

NOTE: There will be 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:

https://passport2.hp.com/hpp/newuser.do

Updated user guides for OVPI report packs and datapipes are posted to the web on a regular basis. Follow these steps to locate current documentation:

  1. From the Support home page, click product manuals. The product manuals search page opens.
  2. In the select product list, scroll down and click Performance Insight Reporting Solutions.
  3. In the select version list, click the latest version. (The OS option does not apply.)
  4. Select the document you want to read and click Open or Download.

NOTE: Viewing files in PDF format (*.pdf) requires Adobe Acrobat Reader. To download Adobe Acrobat Reader, go here:

http://www.adobe.com/

Legal Notices

ęCopyright 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.