Service Desk Change Management 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 SD Change Management Report Pack improves your ability to manage change by providing visibility into the changes that are happening to your IT services and your IT infrastructure. This report pack tracks pending changes, optimizes the timing of changes, and automates workflow by linking a specific change to multiple work orders, multiple tasks, and multiple assignments.

Key metrics include total incoming, closed before deadline, closed on first call, and average duration. Each report will let you define a desired timeframe and get details about classification, priority, category, and workgroup. In addition, you can see summary data from previous timeframes.

This report pack contains the following reports:

§                      Changes by total Incoming (Recent)

§                      Changes by total Incoming (Historical)

§                      Changes closed on First Call

§                      Changes Closed Before Deadline

§                      Average Duration for changes

§                      Changes by Closure code

§                      Changes by Category

§                      Changes by Classification

§                      Changes by priority

§                      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) covers installation prerequisites and the configuration tasks required to set up Service Desk Reporting Components. Although pages 129-130 of the Service Desk 5.0 Installation Guide attempt to explain how to install the Service Desk Change Management Report Pack, the explanation is flawed. The following procedure is complete and accurate.

Installing with Package Manager

Follow these steps to install the Service Desk Change Management 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.

Windows NT: Select Control Panel > Services

UNIX: As root, do one of the following:

HP-UX: sh /sbin/ovpi_timer stop

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

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 SrvDsk_ChangeManagement and SrvDsk_ChangeManagement_Demo(optional) report packs.

13.     Click Next. The Type Discovery window opens. Unselect the Type Discovery check box and click Next.

14.     The Selection Summary window opens.

15.     Click Install. The Installation Progress window opens and the install begins. When the install finishes, a package installation complete message appears.

16.     Click Done to return to the Management Console.

17.     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

Export the Change Manager data from Service Desk and import it into the OVPI database. To export Service Desk data, perform the following tasks:

1.            Update or create an OVPI Report connection specifying your OVPI server details (hostname, port, username and password)

2.            Make sure that the Reporting Administration workspace is visible in your HP OpenView Configuration workspace group.

3.            Perform a full export of data to populate the OVPI database

4.            Setup incremental export to update the OVPI database periodically

For more details about the export process, see Chapter 12 of the Service Desk 5.0 Administrator's Guide (http://ovweb.external.hp.com/ovnsmdps/pdf/SD_Administrators_Guide.en.pdf). For details about the reports in the Service Desk Change Management Report Pack, see Chapter 13.

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 references in Service Desk Installation Guide

a. Chapter 6 of the Service Desk Installation Guide 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 December05 Report Pack CD.

b. Chapter 6 of the Service Desk Installation Guide states that "trendadm" is the default username/password [Section "View Service Desk Reports": pages134-135]. This is partially incorrect. Login using username "trendadm" but enter the password that was configured for that user.

Local Language Support

Service Desk Change Management 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: You cannot access portions of this site 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

©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.