HP Service Manager. Software Version: 9.41 For the supported Windows and UNIX operating systems. Incident Management help topics for printing

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1 HP Service Manager Sftware Versin: 9.41 Fr the supprted Windws and UNIX perating systems Incident Management help tpics fr printing Dcument Release Date: September 2015 Sftware Release Date: September 2015

2 Legal Ntices Warranty The nly warranties fr HP prducts and services are set frth in the express warranty statements accmpanying such prducts and services. Nthing herein shuld be cnstrued as cnstituting an additinal warranty. HP shall nt be liable fr technical r editrial errrs r missins cntained herein. The infrmatin cntained herein is subject t change withut ntice. Restricted Rights Legend Cnfidential cmputer sftware. Valid license frm HP required fr pssessin, use r cpying. Cnsistent with FAR and , Cmmercial Cmputer Sftware, Cmputer Sftware Dcumentatin, and Technical Data fr Cmmercial Items are licensed t the U.S. Gvernment under vendr's standard cmmercial license. Cpyright Ntice Hewlett-Packard Develpment Cmpany, L.P. Trademark Ntices Adbe is a trademark f Adbe Systems Incrprated. Micrsft and Windws are U.S. registered trademarks f Micrsft Crpratin. Oracle and Java are registered trademarks f Oracle and/r its affiliates. UNIX is a registered trademark f The Open Grup. Linux is the registered trademark f Linus Trvalds in the U.S. and ther cuntries. Fr a cmplete list f pen surce and third party acknwledgements, visit the HP Sftware Supprt Online web site and search fr the prduct manual called HP Service Manager Open Surce and Third Party License Agreements. Dcumentatin Updates The title page f this dcument cntains the fllwing identifying infrmatin: Sftware Versin number, which indicates the sftware versin. Dcument Release Date, which changes each time the dcument is updated. Sftware Release Date, which indicates the release date f this versin f the sftware. T check fr recent updates r t verify that yu are using the mst recent editin f a dcument, g t: This site requires that yu register fr an HP Passprt and t sign in. T register fr an HP Passprt ID, click Register n the HP Supprt site r click Create an Accunt n the HP Passprt lgin page. Yu will als receive updated r new editins if yu subscribe t the apprpriate prduct supprt service. Cntact yur HP sales representative fr details. Supprt Visit the HP Sftware Supprt site at: This website prvides cntact infrmatin and details abut the prducts, services, and supprt that HP Sftware ffers. HP Sftware nline supprt prvides custmer self-slve capabilities. It prvides a fast and efficient way t access interactive technical supprt tls needed t manage yur business. As a valued supprt custmer, yu can benefit by using the supprt website t: Search fr knwledge dcuments f interest Submit and track supprt cases and enhancement requests Dwnlad sftware patches Manage supprt cntracts Lk up HP supprt cntacts Review infrmatin abut available services Enter int discussins with ther sftware custmers Research and register fr sftware training Mst f the supprt areas require that yu register as an HP Passprt user and t sign in. Many als require a supprt cntract. T register fr an HP Passprt ID, click Register n the HP Supprt site r click Create an Accunt n the HP Passprt lgin page. T find mre infrmatin abut access levels, g t: HPSW Slutins Catalg accesses the HPSW Integratins and Slutins Catalg prtal website. This site enables yu t explre HP Prduct Slutins t meet yur business needs, includes a full list f Integratins between HP Prducts, as well as a listing f ITIL Prcesses. The URL fr this website is Abut this PDF Versin f Online Help This dcument is a PDF versin f the nline help. This PDF file is prvided s yu can easily print multiple tpics frm the help infrmatin r read the nline help in PDF frmat. Because this cntent was riginally created t be viewed as nline help in a web brwser, sme tpics may nt be frmatted prperly. Sme interactive tpics may nt HP Service Manager (9.41) Page 2 f 91

3 be present in this PDF versin. Thse tpics can be successfully printed frm within the nline help. HP Service Manager (9.41) Page 3 f 91

4 Cntents Incident Management verview 8 What is an incident? 8 View affected services f Incidents and Changes 8 Affected Item field in Incident Management 9 Creating an incident 9 Activities sectin 10 Incident Details sectin 11 Related Recrds in Incident Management 13 SLT sectin 14 Hver-ver frms fr incident recrds 14 Psting utages 15 Incident Management cntract management recrds 15 Incident Management and service level agreements 15 Parent and child incidents 16 Majr incident 16 Incident access cntrl 16 Incident updates: Incident diagnsis details 17 Incident lgging: manual 17 Incident lgging: templates and related incidents 17 Alerts and escalatin 18 Incident escalatin: Functinal escalatin 18 Field-level cntrls 19 Incident recrd data mdel 19 Incident data mdel: Cntact details 19 Incident data mdel: Categrizatin 19 Incident data mdel: Pririty 20 Incident data mdel: Assignment 21 Incident data mdel: Symptms 21 Incident data mdel: Status 21 Incident data mdel: Reslutin 22 Incident data mdel: Clsure 22 Incident data mdel: Incident surce 22 HP Service Manager (9.41) Page 4 f 91

5 Incident and Service Request separatin 22 Incident data mdel: Cnfiguratin Item details 23 Incident integratin: Cnfiguratin Management system 23 Incident integratin: Change Management 23 Incident integratin: Incident matching with RFCs 23 Incident integratin: Knwledge Management 24 Incident integratin: Incident matching with Prblem 25 Incident integratin: Request Fulfillment 25 Incident integratin: Service Level Management 25 Incident Management user rles 26 Incident Management wrkflws and user tasks 28 Access Incident Management reprts 31 Create a new incident frm a user interactin 32 Create New Incidents frm Mnitring System Ntificatins 34 Review and Update Incident Infrmatin 35 Assign an Incident 36 Reassign an Incident 37 Change Incident Status t Pending User Infrmatin 38 Change Incident Status t Pending Vendr/Supplier Investigatin 39 Dcument an Existing Slutin r Wrkarund in an Incident 40 Test the Incident Reslutin 40 Change Incident Reslutin 41 Reassign Incident Reslutin 42 Reject an Incident Reslutin 43 Reject an Incident Reslutin with an Assciated Change r Service Request 44 Escalate an Incident 45 Reassign an Incident fr Additinal Supprt 45 Mnitr Interactin Queue fr Service Level Agreement Breaches 46 Mnitr Interactin Queue fr Ptential Service Level Agreement Breaches 47 Handle Cmplaints 48 Open an incident 49 View a list f services ptentially affected by an utage 50 Apply a template t cmplete an incident 51 HP Service Manager (9.41) Page 5 f 91

6 Access Incident Management views 52 Relate a recrd t an incident recrd 53 Update an incident 53 Reslve an incident 54 Clse an Incident 55 Clse a first-time reslved incident 56 Clse an Incident with an Assciated Interactin r Event 57 Add an attachment t an incident recrd 58 Open an attachment in an incident recrd 59 View the details f an attachment in an incident recrd 60 Delete an attachment frm an incident recrd 60 Create an incident task 61 Cancel an pened task fr an incident recrd 61 Clse an pened task fr an incident recrd 62 Create ther types f recrd frm an incident 63 Set a parent incident 64 Set a child incident 65 Unlink a child incident 66 Mark an incident as a majr incident 66 Mark an incident fr escalatin 67 Incident Management administratr tasks 68 Cnfigure Incident Management settings 68 Cnfigure the Incident Management envirnment 69 Create a template t cmplete incident recrds 70 Assignment grups 71 Add an Incident Management assignment grup 71 Using mass update with Incident Management recrd lists 72 Update multiple incident recrds 73 Incident Management dwntime recrds 75 Create a dwntime recrd 75 Reset dwntime 75 Create a nte 76 HP Service Manager (9.41) Page 6 f 91

7 Incident cnfiguratin 77 Create an incident categry 77 Create an incident task categry 78 Add a new subcategry t an incident categry 79 Add a new area fr an incident subcategry 80 Incident slutin matching 80 Incident management dwntime recrd 81 Add a dwntime recrd 81 Security 83 Incident security areas 83 Incident security rles and settings 85 Send Dcumentatin Feedback 90 HP Service Manager (9.41) Page 7 f 91

8 Incident Management verview Yu can use HP Service Manager Incident Management t autmate reprting and tracking f a single incident r a grup f incidents. Incident Management restres nrmal service peratin as quickly as pssible and minimizes the adverse impact n business peratins, thus ensuring that the best pssible levels f service quality and availability are maintained. Incident Management helps yu achieve service perfrmance that meets Service Level Agreement (SLA), Operatin Level Agreement (OLA), and Underpinning Cntract (UC) targets. Incident Management enables yu t achieve the fllwing results: Require Incident recrds t fllw a set prcess Define the users wh are respnsible fr an type incident, and autmatically ntify them incident pens r escalates Issue alerts r escalate an incident t prperly meet the agreed-upn terms f the service cntract Include SLT infrmatin in a incident recrd Pst device utages t the SLA applicatin Plan utages based n services that culd be affected, based n the CIs specified in an incident r change What is an incident? Incidents include any event which disrupts, r which culd disrupt, a service. This includes events that are cmmunicated directly by Users, either thrugh the Service Desk r thrugh an autmated interface between Event Management and Incident Management tls. Incidents can als be reprted and lgged by supprt staff, wh may ntify the Service Desk if they ntice an issue. Nt all events are lgged as incidents. Many classes f events are nt related t disruptins at all, but are indicatrs f nrmal peratin r are simply infrmatinal. View affected services f Incidents and Changes If yu want t see a list f services that are ptentially affected by an utage related t the CIs specified in an Incident r Change recrd, click the View Affected Services cmmand n the Mre HP Service Manager (9.41) Page 8 f 91

9 Incident Management verview menu. When yu pen an Incident recrd, yu can examine detailed infrmatin fr any f the CIs in the list t determine the ptential impact f an utage relating t critical, dependent services. The View Affected Services cmmand als enables yu t plan apprpriately when yu pen a Change recrd. Yu can determine hw a planned utage affects these services. When yu click View Affected Services n the Mre menu, the system prcesses the utage spreads relating t the CIs in the Incident r Change recrd by brwsing the cnfiguratin relatinship recrds in the cirelatinship table. This prcess is independent f any utage dependency infrmatin specified in the relatinship recrds. N matter hw many hierarchy levels a CI is abve r belw a service, the system brwses all levels frm the CI in the recrd t build a list f CIs. After this list is built, the system searches fr any utage dependency infrmatin specified in the relatinship recrds fr thse CIs in the list and remves any CIs that d nt meet the cnditins fr utage dependencies. This final list f CIs then pens and yu can select a CI fr detailed infrmatin frm the Cnfiguratin Management recrd. Nte: The list f CIs generated des nt include the CIs specified in the primary Incident r Change recrd. Affected Item field in Incident Management The infrmatin available t ppulate the Affected Item field n the CIs and Services tab depends n cnditins related t the service recipient. Fr example, if the recipient has individual r department subscriptins, a list f CIs assciated with thse subscriptins pens. If a recipient des nt have any subscriptins, the fllwing behavir ccurs: If there is an incident recipient, a list f the CIs assigned t that recipient pens. If there is a lcatin, a list f the CIs assigned t that lcatin pens. If the system has several cmpanies and there is a cmpany specified, a list f the CIs assigned t that cmpany pens. If there is a device type specified, a list f the CIs f that type pens. Nte: If yu want t btain a list f all CIs, d nt enter any recipient infrmatin befre yu click the Affected Item field. Creating an incident HP Service Manager allws yu t create an incident via several ways. HP Service Manager (9.41) Page 9 f 91

10 Incident Management verview Yu can directly create a new incident in the In the Incident Management mdule by clicking Incident Management > Create New Incident. Yu can als create an incident by escalating an interactin. Fr example, if a user cannt print t the netwrk printer, the user calls the Service Desk fr help. The Service Desk Agent creates a service desk interactin recrd t capture the service request. If the agent discvers that he r she cannt reslve the issue during the phne call, the agent escalates the interactin int an incident. The Incident Crdinatr reviews the infrmatin and verifies that it is assigned t the crrect grup. An Incident Analyst reslves the issue r escalates it t initiate a change. When the issue is reslved, the Service Desk Agent infrms the user that the recrd is clsed. All phases f this incident are tracked, frm pening the service desk interactin recrd, escalating the incident, reslving the incident, and clsing the recrd. Activities sectin The Activities sectin allws users t enter new updates fr a recrd r t view jurnal updates and histric activities fr a recrd. Nte: The Activities sectin is nly available in the interactins that are categrized as cmplaints r cmpliments. New update Field New Update Type Visible t Custmer? New Update Descriptin Specifies r categrizes the activity update (fr example, cmmunicatin with the custmer) Makes the update visible t custmers s they can view related interactins via self service Used t enter ntes t explain and describe updates made fr the recrd. If Jurnaling is enabled, the text entered here is displayed in Jurnal Updates. If Activities are enabled, the text entered in this field is displayed as an activity recrd fr the selected activity type. Nte: The System Administratr is respnsible fr enabling Jurnaling and Activities. HP Service Manager (9.41) Page 10 f 91

11 Incident Management verview Jurnal updates Jurnal updates displays text entered in the New Update field tgether with a timestamp fr the update. This field displays infrmatin when Jurnaling is enabled. Activity type T filter the list by the type f activity, select an activity type, and then click Filter. Service Manager pens a new recrd list that displays the recrds f that activity type. The activities list displays activities fr the current recrd. The activities are listed in rder f ccurrence, with the mst recent activity displayed first. The fllwing infrmatin is displayed fr each activity: Date/Time Type Operatr Descriptin Incident Details sectin Use the fllwing infrmatin as a guide when yu add data t an incident. Field Title Descriptin Incident ID Status Descriptin A shrt descriptin summarizing the incident. A descriptin f the incident in mre detail. The system-generated unique ID fr this incident. Displays the status f the incident. These statuses are available in the ut-f-bx: Categrize means the incident is being categrized. Assign meas the incident is assigned. Wrk In Prgress means wrk is underway t reslve this incident. Pending custmer means awaiting actin frm the custmer wh reprted the incident. Pending Evidence means that yu need evidence frm the custmer r vendr. Pending Vendr/Supplier means awaiting actin frm a vendr/supplier. Pending Parent Incident menas tthe incident has been linked t a parent incident and HP Service Manager (9.41) Page 11 f 91

12 Incident Management verview Field Descriptin is waiting fr the reslutin f the parent incident. This status is autmatically set when an incident is linked t a parent incident. Pending Other means that yu need smething frm an utside surce ther than custmer r vendr. Reslved means there is a reslutin, but it has nt yet been verified by the custmer. Suspended means the custmer has agreed t suspend the incident fr a perid f time; the incident des nt appear in yur Inbx during this perid. The current phase f this incident. Primary Affected Service Affected CI CI is peratinal (n utage) Outage Start Time Outage End Time Requested By Cntact Persn Lcatin Majr Incident Escalated Incident Manager Parent Incident Link t Parent Incident The service affected by the registered issue. Only services the service recipient has a subscriptin fr can be selected. The cnfiguratin item (CI) the incident is registered fr. Using Fill shws the CIs that are part the affected service. Other CIs can be entered manually. If selected (set t true), indicates the item is currently peratinal and there is n utage. A date/time stamp fr when the service utage started. A date/time stamp fr when the service utage ended. The name f the peratr wh pens the incident. The cntact persn fr this incident. The service recipient's lcatin When this ptin is selected, the incident requires the Majr Incident Review prcess. Select this ptin t mark the incident fr escalatin. When this ptin is selected, the Escalatin Team sectin appears. An incident manager need be specified when the Majr Incident r Escalated ptin is selected. This ptin indicates if the incident is a parent incident. Yu can link ne r multiple child incidents t a parent incident if they are related in a certain way. The parent incident f the current incident. This field is unavailable when the Parent Incident ptin is selected. HP Service Manager (9.41) Page 12 f 91

13 Incident Management verview Field Categry Descriptin The ut-f-bx system has fur incident categries: Incident, Cmplaint, Request fr Administratin, and Request fr Infrmatin. When yu escalate an interactin int an incident, the new incident inherits the categry frm the interactin. Subcategry Area Assignment Grup Assignee Impact Urgency Pririty Surce Expected Slutin Time The subcategry f the incident. Depending n the selectin f a categry, a different list appears describing the area f cncern fr the incident. The supprt grup assigned t wrk n this incident. The name f the persn assigned t wrk n this incident. This persn is a member f the assigned supprt grup. The impact the incident has n the business. The impact and urgency are used t calculate the pririty. The urgency indicates hw pressing the incident is fr the rganizatin. The rder in which t address this incident in cmparisn t thers. The surce f the incident. The expected time when the incident is reslved. Nte: When yu view an existing incident, shaded fields are nt available fr mre input. Incident Management ppulates these fields frm infrmatin stred in assciated recrds. Yu can update the assciated recrd t increase the amunt f infrmatin in these read-nly fields. Related Recrds in Incident Management HP Service Manager lists all related recrds fr the incident n the Related Recrds sectin. All infrmatin is read-nly, but a user can click a recrd ID t view the related recrd. The related recrds are listed in alphabetic rder by the mdule file name: Change (cm3r), Interactin (incidents), Incident (prbsummary), Request (request), Prblem (rtcause). Within each mdule the recrds are srted by ID in ascending rder. The Related Recrds sectin cntains the fllwing fields. HP Service Manager (9.41) Page 13 f 91

14 Incident Management verview Field ID Type Phase Status Title Descriptin The related recrd number in the database. The link type between the related recrd and the incident. The current phase f the related recrd. The current status f the related recrd. The title f the related recrd. SLT sectin HP Service Manager ppulates the infrmatin in the SLT sectin with ne r mre Service Level Agreement recrds assciated with the asset. If n agreement exists, the sectin is blank. All the infrmatin is read-nly. The Next Expiratin field displays the next immediate deadline frm all matching SLTs. The SLT sectin cntains the fllwing subsectins that list the details f the specific SLTs. SLT type Prcess Targets Uptime Targets Max Duratin Targets Upcming Alerts Descriptin Lists all f the matching SLTs frm all f the assciated SLAs. Lists the percentage f time that all SLTs are available. Lists the acceptable amunt f time fr an utage fr all SLTs. Lists the alerts fr all f the SLTs. Nte: When yu view an existing recrd, shaded fields are nt available fr mre input. Incident Management ppulates these fields frm infrmatin stred in assciated recrds. Yu can update the assciated recrd t increase the amunt f infrmatin in these read-nly fields. Hver-ver frms fr incident recrds In Incident Management, incident frms fr pen, update, and clse include hver-ver frms. A hverver frm pens fr a field that supprts hver-ver frms when a user mves the muse ver the field. The hver-ver frm nly pens when the field cntains data. The data displayed n hver-ver frms is read nly. The incident recrd frms (pen, update, clse) cntain the fllwing hver-ver fields. HP Service Manager (9.41) Page 14 f 91

15 Incident Management verview Field Cntact Affected CI Subfrm fields Full Name, Telephne, Critical CI, Pending Change Psting utages The Incident Management applicatin can be used t pst utage infrmatin abut devices in the system int the SLA applicatin when yu pen r clse incidents. The system psts utages bth manually and autmatically. When psting utages manually, Incident Management displays the Pst Which Outages? frm fr the selected device when yu pen and clse and incident. Use this frm t specify the exact start and stp time f the utage instead f the time the utage was reprted. Click OK t cntinue pening r clsing the incident. The current time is the default value in manual mde. Yu may accept the default r type the exact time. Incident Management cntract management recrds Cntract Management integrates service cntract infrmatin and tracking int the service desk. Yu can enable the applicatin r set autmatic labr and parts calculatin features fr Cntract Management in the Cntract Management cnfiguratin recrd. Incident Management and service level agreements Incident Management supprts the selectin f mre than ne applicable SLA fr an incident. When yu create an incident, yu can chse a Custmer SLA fr the cntact, ne r mre applicable Service SLAs fr the cntact's subscriptins t a service, r n SLAs at all. Service SLAs nly apply if the incident references a Business Service, the cntact has a subscriptin t the service, and the subscriptin references an SLA. The fllwing describes the system's prcess fr adding SLAs t an incident. If ne SLA is assciated with the incident based n the cntact, the Custmer SLA is added t the incident. If the cntact has an Individual Subscriptin fr the CI, the Service SLA frm that subscriptin is added t the incident. HP Service Manager (9.41) Page 15 f 91

16 Incident Management verview If the cntact has a Department Subscriptin fr the CI, the Service SLA frm that subscriptin is added t the incident. If the cntact has neither, then n Service SLA is added t the incident The SLAs shuld cntain all Service Level Targets (SLTs) that define the business rules fr all respnse and availability metrics. Yu can chse as many SLTs as necessary t describe yur respnse r availability cmmitment. If necessary, yu can add mre SLTs that meet yur criteria. When yu view the new recrd, the SLT sectin lists the SLTs that apply t the incident. Open the related tpics t find the definitins fr Custmer SLA and Service SLA. Parent and child incidents The parent-child relatinship allws yu t link multiple incidents that are related in a certain way. Fr example, a netwrk utage results in multiple similar incidents frm different users. Yu can link these incidents under a parent incident. In this way, the activities that ccur t the parent incident are autmatically recrded under the Activities sectin in all child incidents and related Service Desk interactins (if there are any). In additin, yu can als cnfigure if the child incidents are autmatically clsed when the parent incident is clsed. Majr incident If the impact r pririty f an incident increases, the incident may becme a majr incident. Fr a majr incident, yu may need prblem management activities t identify the rt cause, and take apprpriate actins and plans t prevent future majr incidents frm ccurring. After yu mark an incident as a majr incident, the incident has a Majr Incident Review sectin and the Review Details field in this sectin is mandatry in the Review phase. HP Service Manager als ntifies the specified Incident Manager abut the majr incident. Incident access cntrl The Incident Management mdule utilizes security rles and security rights t authrize users in creating, mdifying, and clsing recrds. These settings allws yu t grant a user with prper rights. Fr example, a user can create and clse recrds, but cannt mdify recrds that are nt assigned t this user. HP Service Manager (9.41) Page 16 f 91

17 Incident Management verview Service Manager als prvides a security cntrl t segment data between multiple custmers. The Mandantan cntrls identify which custmer data a particular user r grup can access r update. Incident updates: Incident diagnsis details HP Service Manager prvides an audit trail capability that identifies each step in the diagnsis and reslutin f an Incident recrd. Each time the recrd is updated, Service Manager creates a separate histrical activity recrd fr that specific Incident recrd, including which peratrs tk what actins at what times. An authrized user may leaf thrugh each histrical activity recrd f an Incident recrd t develp a cmprehensive understanding f the histry and reslutin f the Incident recrd. The Incident recrd als includes a field t capture the reslutin f the recrd. Incident lgging: manual HP Service Manager allws the fllwing appraches t manually create an Incident recrd: Authrized Service Desk users can create an Incident recrd directly within the HP Service Manager Incident Management mdule. Service Manager als includes a web-based, self-service interface that allws end users t create service requests thrugh an easy-t-cmplete frm. Once the frm is cmplete, Service Manager rutes the request thrugh the Service Desk mdule t the apprpriate Service Desk technician, wh can then escalate the request t an Incident recrd. Users can track, update, r clse their requests thrugh this interface. An Incident recrd can be created thrugh the web services and event services interfaces. These interfaces are used by existing integratins t netwrk and systems management (NSM) tls (bth HP's and third party's) and culd be used in custmer-created integratins t hme-grwn tls. Incident lgging: templates and related incidents Yu can quickly create a new Incident recrd by cpying an existing Incident recrd, r by applying templates. The HP Service Manager template functinality allws authrized users t create templates fr cmmn tasks in the Service Desk, Incident, and Change Management mdules. Templates include predefined infrmatin fr sme r all fields f a recrd. A user can create an Incident recrd and apply a template, which can autmatically fill in sme r all fields f the recrd t save the user's effrt. HP Service Manager (9.41) Page 17 f 91

18 Incident Management verview Alerts and escalatin There are several ways f prviding alerts and escalatins in HP Service Manager: 1. Ntificatins: Service Manager prvides a brad and deep slutin t deliver ntificatins t incident stakehlders whenever the incident is pened, updated r clsed. Administratrs have cmplete cntrl f the fllwing areas in the ntificatin engine: a. The ntificatin vehicle ( , page, etc) and frmat b. The cnditins n which the ntificatin is sent c. The receiver f the ntificatin 2. Alerts: The administratr can cnfigure alerts in the incident wrkflw and SLM targets. When these targets are met, specified users receive alerts and ntificatins. 3. Escalatin: The Escalated ptin in an incident recrd allws yu t mark an incident fr escalatin. Once yu select this ptin, yu must specify an apprpriate incident manager. After yu save the incident, the incident manager and the incident assignee will then receive a ntificatin abut this escalated incident. 4. Service Level mnitring: Alerts and escalatins can be triggered thrugh evaluatin f service levels as defined in the Service Level Management mdule. This apprach is used t set Service Level Targets and Service Level Agreements with assciated actins shuld service levels apprach breach cnditins. In this way, escalatin is accmplished practively t avid breach rather than react t breach. Incident escalatin: Functinal escalatin HP Service Manager includes pre-defined wrkflws reflecting HP's best practices based n ITIL 2011 guidance. These best practices cme frm HP's prfessinal services rganizatin and are develped thrugh wrking with sme f the HP's primary partner cmpanies. By default, Incidents are assigned t the service desk fr acceptance as an Incident and assignment t the apprpriate grup. Based n custmer prcess requirements, assignment can be autmated. Service Manager can be cnfigured t autmatically define recrd assignment based n values in any f the Incident recrd fields. HP Service Manager (9.41) Page 18 f 91

19 Incident Management verview Fr example, escalatins can be defined in the categry recrd assciated with an incident recrd r in SLAs that are applied t the recrd. Escalatins include ntificatins and alerts (as the recrd passes thrugh escalatin levels). Service Manager can send alerts t different users, managers, and IT staff as the recrd is escalated. SRC Supprt Catalg als allws autmatic pening and ruting f Incident recrds based n predefined categries and items. Field-level cntrls HP Service Manager prvides tw basic methds fr setting field level cntrls including making the field mandatry. The system prvides tw methds t indicate that a field is mandatry in the UI. If the field nly needs t be mandatry n a screen-by-screen basis, yu can set the field as mandatry via a RuleSet validatin. This cntrl can be visually indicated via a prperty in frms designer. If the field needs t be mandatry fr all access pints thrughut the system, yu can set a wrkflwlevel r table-level Rulset validatins by using the supplied cnfiguratin tls. In this case, the visual indicatin is autmatic. Visually n the screen, the system identifies a mandatry field with a red asterisk. Incident recrd data mdel Incident Management enables yu t track different types f infrmatin related t an incident, such as categrizatin, priritizatin, descriptin, cntact infrmatin, and s n. Incident data mdel: Cntact details HP Service Manager stres related cntact infrmatin, including the peratr wh pened the incident and the cntact persn fr the reprted issue, with the preferred methd f cntact ( , phne, r ther). Incident data mdel: Categrizatin HP Service Manager categrizes r classifies Incidents accrding t the fllwing infrmatin: HP Service Manager (9.41) Page 19 f 91

20 Incident Management verview Categry Subcategry Area In an ut-f-bx Service Manager system, Service Manager autmatically applies the Incident categry t the new Incident that yu create. If the Incident Management mdule has ther custmized categries, yu need t select a categry when yu create a new Incident. Based n the selected categry, Service Manager presents a filtered set f chices fr Area and Subarea. The Incident recrd als captures the ID f the failed CI r service, including the failing cmpnent. Incident data mdel: Pririty The Incident recrd frm includes fields t capture impact, urgency, and pririty. HP Service Manager autmatically derives the pririty cde based n the impact and urgency cdes, but this mechanism can be manually verridden. Service Manager autmatically assigns urgency based n the Categry f a recrd. Hwever, system administratrs can define additinal rules fr assignment based n any parameter, such as the CI that is the subject f the recrd, the caller wh is the subject f the recrd, an SLA assciated with the recrd, and s n. An Incident recrd has the fllwing impact and urgency cdes. Impact cdes: 1 - Enterprise 2 - Site/Dept 3 - Multiple Users 4 - User Urgency and pririty cdes: 1 - Critical 2 - High HP Service Manager (9.41) Page 20 f 91

21 Incident Management verview 3 - Average 4 - Lw Incident data mdel: Assignment The Incident recrd stres the assignee grup and an individual assignee within the grup, if knwn. The Incident recrd als captures the name f the vendr/supplier t which the recrd has been assigned, if apprpriate. Incident data mdel: Symptms An Incident recrd has a field fr the brief summary (the Title) f the issue and a free text field fr the details f the prblem r symptms f the fault, which can be used as the search infrmatin fr the built-in Knwledge Management capability. Incident data mdel: Status HP Service Manager tracks the status f an Incident in the Status field. Service Manager prvides the fllwing ut-f-bx status cdes, ther cdes can be easily added t meet custmer requirements. Categrize Assign Wrk In Prgress Pending custmer Pending Evidence Pending Vendr/Supplier Pending Other Reslved Suspended HP Service Manager (9.41) Page 21 f 91

22 Incident Management verview Incident data mdel: Reslutin Help desk peratrs are prmpted t enter recrd reslutin infrmatin when they clse recrds, including a Clsure Cde (this is a mandatry field). HP Service Manager prvides ut-f-bx Clsure Cdes, which can be tailred t meet the custmer s requirements. Reslutins can be prmted as candidates fr the knwledgebase. Knwledgebase entries can als be used as the reslutin fr the Incident recrd. Incident data mdel: Clsure HP Service Manager allws users t enter a Clsure Cde when a recrd is clsed. The Clsure Cde can be cmpared t the categry recrded at pen time t reprt n trends. In additin, Service Manager autmatically captures the time and date f Incident clsure fr reprting. Incident data mdel: Incident surce When the surce f the incident is a persn, the Interactin recrd linked t the Incident recrd shws the basic infrmatin f the surce. Fr example, the fllwing infrmatin: Whether the Incident is pened thrugh the self-service interface The Incident trigger The lcatin f the issue When the surce f the incident is an event trigger, the Title and Descriptin fields f the Incident recrd cntain that infrmatin, which reference the surce event displayed in the External ID field f the Event Brwser in HP Operatins Manager. Incident and Service Request separatin Service Requests can be handled within the Service Desk mdule, supprted by the Service Catalg mdule. Service Requests are tracked as Service Desk Interactins and can be fulfilled using Incident Management, Change Management, Request Management, r anther fulfillment engine specified by in the Service Catalg cnfiguratin. Service Requests that d nt riginate frm the Service Catalg and instead cme directly t the Service Desk can be ruted t the apprpriate fulfillment mechanism by the Service Desk Analyst r they can be cmpleted and clsed at the Service Desk. HP Service Manager (9.41) Page 22 f 91

23 Incident Management verview Incident data mdel: Cnfiguratin Item details HP Service Manager has a Cnfiguratin Management mdule that captures infrmatin n CIs (individual, grups, and services). CIs can be captured as the subject f an Incident recrd, which links the recrds. Users can access a subject CI recrd frm an Incident recrd, and can access all Incident recrds assciated with a CI frm the CI recrd. When initiating an Incident, the user can attach a CI if knwn at the time. The user can, given the crrect access rights, drill dwn t the CI details. Thrugh integratin with HP UCMDB discvery capabilities, users can investigate and cmpare differences between the managed state f a CI and the discvered actual state. Fr example, if these are different, the difference culd have been caused by an unsuccessful recent change t the CI. Incident integratin: Cnfiguratin Management system HP Service Manager is fully integrated with the HP UCMDB CMS slutin. This is a federated slutin that integrates with the HP-prvided discvery tls as well as thse prvided by ther vendrs. Incident integratin: Change Management Out-f-bx, the HP Service Manager Incident Management mdule is fully integrated with the Change Management mdule. Users can pen Change request recrds frm Incident recrds. Service Manager can pass relevant infrmatin frm the Incident recrd t the Change request recrd. The tw recrds are linked autmatically. Authrized users can access the Change Management mdule, create Changes assciated with an Incident recrd, search fr Change requests, view the Calendar, link an Incident recrd t an pen Change request, and s n. Incident integratin: Incident matching with RFCs HP Service Manager allws linkage between Incidents and Changes, and prvides tls fr users t establish the linkage. Users can link an existing Change r a newly created Change t an Incident. Service Manager can use business rules t manage the relatinships. Fr example, Service Manager can use business rules t set all the related Incidents t Reslved when the related Change is reslved. Related users can then check if these Incidents can be clsed. HP Service Manager (9.41) Page 23 f 91

24 Incident Management verview Incident integratin: Knwledge Management The HP Service Manager Knwledge Management mdule allws end users and service-desk persnnel t get speedy and accurate answers t their questins directly frm any Service Manager applicatin screen. End users can access the Knwledge Management mdule thrugh the self-service interface t search fr ptential prblem reslutins befre cntacting the service desk. Knwledge can cme frm any Service Manager data surce Incidents, Knwn Errrs and s n r any external data surce. Knwledge can als include Ht News. Hwever, the Knwledge Management mdule is mre than just the technical cmpnents needed t stre answers. Because knwledge articles are created via the Knwledge-Centered Supprt (KCS) prcess, users can be cnfident in the accuracy and just-in-time slutin quality f the answers. The KCS prcess is an industry best practice fr knwledge management fr which Service Manager has received external certificatin. Service Manager Knwledge Management is a fully integrated supprt-riented knwledge management slutin that supprts KCS standards and guidelines. The Knwledge Management mdule prvides a natural language search engine and rich-text authring tls that enable users t search, update, and authr knwledge articles. Knwledge Management integrates with Interactin, Incident, and Prblem management mdules s that users can search and use knwledge frm existing incidents r prblems while attempting t reslve a new incident r prblem. Users can als use this integratin with Interactins, Incidents, and Prblems t create new knwledge. The rich-text editr allws users t include varius types f images and dcuments as attachments that can be linked t ther dcuments r included as part f an existing dcument. As part f HP s Clsed Lp Incident Prcess (CLIP) slutin, the integratin between Service Manager Knwledge Management mdule and HP Operatins Orchestratin (OO) allws autmatic executin f run-bks related t change management tasks in the cntext f Service Manager Knwledge Dcuments. This allws fr better and higher levels f autmatin. Fr example, a Service Desk user diagnses an Incident (r an end user wh des self-help diagnsis) and searches fr a Knwledge Management dcument with matching symptms t the issue. When the user finds such a dcument, the user can execute a script frm a link n the Knwledge Management page itself. The Knwledge Management link triggers a web service actin that tells the OO server t run a specific pre-defined script n a specific server. The OO server then sends apprpriate cmmands t the specified server t execute the runbk cmmands. When the target server receives the runbk cmmands, the server executes perating system cmmands r database cmmands as predefined t accmplish the specified actin. This actin culd be a wrkarund r a fix, applied t the envirnment selected by the Service Desk (r end) user. HP Service Manager (9.41) Page 24 f 91

25 Incident Management verview Incident integratin: Incident matching with Prblem Incident matching and assciatin is a fundatinal functin in HP Service Manager. When a user creates an Incident recrd, Service Manager prmpts the user with a list f similar Incident and Prblem recrds. Service Manager can autmatically check fr ptentially similar recrds based n similar knwn errrs, rt causes, incident recrds, incident recrd duplicates n a device, r incident recrd duplicates n parents. The user can then determine if the new Incident recrd is identical r similar t an existing Incident recrd (and can then link the recrds), r can be reslved based n the wrkarund infrmatin in an existing Prblem recrd. Incident integratin: Request Fulfillment Out-f-bx, the HP Service Manager Incident Management mdule is fully integrated with the Request Fulfillment mdule. Users can pen Request recrds frm Incident recrds, and Service Manager can pass relevant infrmatin frm the Incident recrd t the Request recrd. The tw recrds will be linked autmatically. Service Manager als includes a web-based, self-service interface that allws end users t create service requests thrugh an easy-t-cmplete frm. Once the frm is cmplete, Service Manager rutes the request thrugh the Service Desk mdule t the apprpriate Service Desk technician, wh can then escalate the request t an Incident recrd. Users can track, update, r clse their requests thrugh this interface. Incident integratin: Service Level Management Service Level Agreements (SLA), Operatinal Level Agreements (OLA), and Underpinning Cntracts (UC) are created in the HP Service Manager Service Level Management mdule. Each SLA has multiple Service Level Targets (SLT), which can define required respnse r reslutin timeframes assciated with Incident recrds, r required uptime fr CIs r services. When an Incident recrd is created, Service Manager applies the applicable SLA (based n the business unit fr which the Incident is created, the CI that is the subject f the recrd, r ther parameters) and ppulates respnse and reslutin time SLT, as well as availability SLTs, in the Incident recrd. This infrmatin can be used t priritize recrd reslutin, and Service Manager displays upcming SLT deadlines, escalatins, and alerts in the Incident recrd. HP Service Manager (9.41) Page 25 f 91

26 Incident Management user rles There are specific rles assciated with Incident Management. Service Manager uses rle-based permissins t enable yu t cmplete a task that is apprpriate t yur rle. System Administratrs manage and assign these permissins. The Incident Management mdule has the fllwing user rles: Rle Respnsibilities Operatr Register incident based n an event and assign t the crrect supprt grup. Incident Analyst Review and accept r reject assigned incidents. Investigate and diagnse the incident. Dcument incident reslutin r wrkarund in the Service Management applicatin. Implement incident reslutin. Verify that the incident is reslved and clse the incident. Incident Crdinatr Review and accept r reject incidents assigned t the supprt grup. Handle incidents escalated by an Incident Analyst f the supprt grup. Mnitr Operatinal Level Agreements (OLA) and Underpinning Cntracts (UC) targets f the supprt grup. Incident Manager Handle incidents escalated by the Incident Crdinatr r by the Service Desk Agent. Determine and execute the apprpriate escalatin actins. Request an Emergency Change if required. Service Desk Agent Open interactins based n cntact with the user Match user interactin t incidents, prblems, knwn errrs, r knwledge dcuments Slve and clse interactins Prvide status updates t users n request Register incidents based n user interactins and assign them t the HP Service Manager (9.41) Page 26 f 91

27 Incident Management user rles Rle Respnsibilities crrect supprt grup Register requests fr change, based n user interactins Register service requests, based n a user interactins Validate slutins prvided by supprt grups Reprt and verify slutin t users Mnitr the Service Level Agreement (SLA) targets f all registered incidents and escalate the incidents if required Cmmunicate service utages t all users Service Desk Manager Handle incidents that are categrized as Cmplaints. HP Service Manager (9.41) Page 27 f 91

28 Incident Management wrkflws and user tasks Incident Management enables yu t categrize and track varius types f incidents (such as service unavailability r perfrmance issues and hardware r sftware failures), and ensures that incidents are reslved within agreed-n service level targets. The incident wrkflw is a sequence f cnnected steps in the life cycle f an incident. In the wrkflw, an incident ges thrugh several phases t cmplete the life cycle. Incident Management wrkflw and its phases The fllwing tasks are assciated with the Incident Management wrkflw: Wrkflw Phase Lgging User Tasks "Create a new incident frm a user interactin" n page 32 "Create New Incidents frm Mnitring System Ntificatins" n page 34 "Review and Update Incident Infrmatin" n page 35 Open an incident Categrizatin Investigatin "Reassign an Incident" n page 37 "Assign an Incident" n page 36 "Change Incident Status t Pending User Infrmatin" n page 38 "Change Incident Status t Pending Vendr/Supplier Investigatin" n page 39 "Dcument an Existing Slutin r Wrkarund in an Incident" n page 40 Handle User Requests fr Infrmatin Escalate an incident HP Service Manager (9.41) Page 28 f 91

29 Incident Management wrkflws and user tasks Wrkflw Phase User Tasks Reassign an incident fr additinal supprt Recvery "Test the Incident Reslutin" n page 40 "Change Incident Reslutin" n page 41 "Reassign Incident Reslutin" n page 42 Review Reject an Incident Reslutin Reject an Incident Reslutin with an Assciated Change r Service Request Clse an Incident Clse an Incident with an Assciated Interactin r Event Handle cmplaints Clsure Nne Incident task wrkflw Wrkflw phases can cnsist f ne r multiple tasks t be cmpleted t prceed t the next phase. Yu can use Incident Management tasks t categrize, investigate, reslve, r review an incident. The fllwing tasks are assciated with incident tasks: Incident Task Phase Waiting Active User Tasks Create an incident task Nne Review Cancel an pened task fr an incident recrd HP Service Manager (9.41) Page 29 f 91

30 Incident Management wrkflws and user tasks Incident Task Phase User Tasks Clse an pened task fr an incident recrd Clsure Cancelled Nne Nne Nte: Incident Task can be created by clicking the Link New Task buttn at any Incident phases except the Lgging and Clsure phases. All the tasks must be clsed befre Incident clsure. Yu need t perfrm sme minimum steps t reslve an ut-f- bx incident. The fllwing example demnstrates these steps: Phase: User Actins: Optins Lgging 1. Enter a title in the Title field. 2. Prvide a descriptin f the prblem in the Descriptin field. 3. Click the Fill buttn and then select an apprpriate value t specify the Primary Affected Service field. 4. If necessary, set the Impact and Urgency fields. This is the phase that is initiated when an end user Opens a New Prblem (Incident Management > Create New Incident) 5. Click Save. 6. If yu want t link an existing incident recrd, select the incident in the slutin candidates and then click Link Selected Recrd. Otherwise, click Cntinue t create a new incident. Categrizatin 1. Click the Fill buttn t specify the Subcategry. a. Select an apprpriate subcategry. b. Select an apprpriate area. 2. Click the Fill buttn fr the Assignment Grup, and then select an apprpriate assignment grup. 3. Click the Fill buttn fr the Assignee, and then select an apprpriate assign persn. 4. Set the Status field t Wrk In Prgress. 5. Click Save. HP Service Manager (9.41) Page 30 f 91

31 Incident Management wrkflws and user tasks Phase: User Actins: Optins Investigatin 1. Enter the Slutin field in the Prpsed Slutin tab. 2. Click Save. Frm the Investigatin Phase, yu can als mve t any f the fllwing: Return t the Categrizatin Phase. Recvery 1. Set the Status field t Reslved. 2. Click Save. Frm the Recvery Phase, yu can als mve t any f the fllwing: Return t the Investigatin Phase. Jump directly t the Clsure Phase. Review 1. Review the data entered fr the Incident. Frm the Review Phase, yu can als mve t any f the fllwing: Clsure 1. Click Clse Buttn. 2. Select the apprpriate Clsure Cde. 3. Click Finish. Return t the Investigatin Phase. Access Incident Management reprts Applies t User Rles: Incident Manager Incident Crdinatr HP Service Manager (9.41) Page 31 f 91

32 Incident Management wrkflws and user tasks The Reprting tl in HP Service Manager prvides a number f ut-f-bx reprts n the incident data in yur system. Yu can view these reprts thrugh a dashbard named Incident Overview (Glbal). Yu can als create yur wn dashbards t display ther reprts f yur interest. T access Incident Management reprts, fllw these steps: 1. Click Change Management > Incident Overview. By default, the Incident Overview (Glbal) dashbard is displayed. 2. View the reprts n the dashbard. Fr descriptins f these reprts, see "Reprt descriptins and usage" n page Add yur wn dashbards as needed. Fr details, see "Update a dashbard" n page 1. Yur custm dashbards are added t the dashbard list n the tlbar f the dashbard page. Tip: Yu can click Exprt t exprt the reprts n a dashbard t PDF frmat. 4. Click the Open dashbard settings icn n a dashbard t set its prperties, r click the Set as Default Dashbard buttn t set it as yur default ne. Create a new incident frm a user interactin Part f Wrkflw(s): Incident Management: Lgging Applies t User Rles: Service Desk Agent Yu can create an incident frm a user interactin. Yu can als update an incident frm a user interactin that has already been triggered t an incident. Create an incident frm a user interactin T create an incident frm a user interactin, fllw these steps: 1. Click Service Desk > Create Streamlined Interactin. The New Interactin frm is displayed. 2. Specify the Cntact fr the interactin. 3. In the Service Recipient field, select the service recipient. 4. In the Ntify By field, select the user's preferred ntificatin methd. HP Service Manager (9.41) Page 32 f 91