Hewlett-Packard announced on Tuesday new functionality for its OpenView Integrated Services Management (ISM) software, claiming it would help automate more critical operations for service providers and companies doing buisiness over the Internet.
HP's ISM suite comprises a range of tools and services used to automate and manage key processes such as service delivery, service assurance, billing and usage. The suite includes software for order entry management, service activation, service-level-agreement management, inventory management, usage mediation, billing services and a messaging bus.
Tuesday's announcement, at the HP OpenView Forum 2001 here, adds 11 new products to the software suite including:
- HP OpenView Service Information Portal 2.0, which enables service providers to offer customers a personalised view of their own network, systems, service and performance information.
OpenView Service Desk 4.0, for managing configurations, helpdesk, and changes to the infrastructure.
OpenView Internet Services 3.5, an enhanced version of HP's existing transaction monitoring software.
- HP Network Node Manager 6.2, an enhanced version of existing HP software that monitors the performance of networks using Cisco technology.
- In addition, HP also announced enhanced versions of its OpenView software for Solaris and Windows environments and storage-area management.
The enhancements are designed to give OpenView end-to-end management functionality, said Patty Azzarello, vice president and general manager of HP's OpenView business unit. With it, users will be able to automate the entire life cycle of a transaction from service access through service provisioning, usage monitoring, reporting and billing, she said.
"Managing IT is not about the back room anymore," Azzarello said. "It is much more about managing the customer experience."
Tuesday's announcement builds on HP's efforts to develop management software that offers not just a top-down view of IT infrastructure but a bottom-up view as well. Such a "closed-loop service management" technology will allow not only quick identification and diagnosis of a problem anywhere in a service chain but also be capable of fixing it, she said.
These capabilities are becoming increasingly important to organisations, said Ed Bilewicz, a vice president at 724 Solutions Inc., a wireless service provider in Toronto.
The company is right now using OpenView to manage basic functions such as server, router and firewall monitoring. Going forward, OpenView will be used to manage and monitor application services as well. That, he said, is where the new functionality will be useful.