Other pages in the review
HP Openview Service Desk
Considering all the features in this product we were quite pleased we did not have to harass the vendor to work out how to complete our test tasks. The configuration and service side is application based with customers/clients having access via a web interface.
OpenView balances power and usability quite effectively and HP is strongly behind ITIL, with product development incorporating guidelines from the ground up. (HP has contributed ideas to the ITIL project.)
The package, as priced, contains the Help Desk with problem management and configuration modules. Change and Service Level Management are add-ons. Wider management issues can be addressed through integration with other packages in the OpenView range.
When a user logs on to initiate a query he or she is initially required to specify their time zone; this allows service desk staff to know when it is sensible to contact the user and, if possible, to assign a case worker in a similar time zone. User options such as knowledgebase search and enquiry history are readily visible and easy to use. Users also have the option of specifying incident impact level (as they see it).
Incident processing by helpdesk staff is a fairly clear cut process. As with BMC Remedy the screens can be a bit busy; administrators should look seriously at hiding unused features. Several tabs are present each giving access to information sources (eg: knowledgebase and assets) but these do not seriously interfere with the user’s focus.
Problems are readily formed from incidents as also seen with BMC’s product. A single checkbox can cause the issue to be logged as a known error. Problems can also be developed from scratch as required. Known errors are automatically added to the knowledgebase and thus problems may be logged for this express purpose.
Adding new users to the system is not complicated but there is some repetition, particularly with entering names in various permutations (administrators might cut out some of these). Depending on a person’s status they may at this stage be assigned account details so that they can use the OpenView system.
A powerful expert assists in the development of escalations and other rules. While there are many options available when defining an escalation, the process remains quite clear and does not require technical understanding for many tasks. When compared to BMC’s offering OpenView is a pleasant change.
Helpdesk staff are normally confronted with a list of current issues which can be grouped and sorted according to a variety of characteristics. This view may be quickly exchanged for many other views, often graphical, which allows the worker to see at a glance what proportion of incidents have a given status or priority etc.
The helpfiles are clearly written and laid out; we had no trouble finding desired topics. HP includes one year’s standard phone and online support including patches. Extended hours, training and customised support contracts are also available. Too often with other products data is divided which means you have to be familiar with the contents of individual files, or that the use of standard ITIL terminology fails to deliver a hit when searching.
The power of this product is not reflected by a complex user interface. The product is in fact highly customisable with many options for integration with third party and other HP products allowed for, and it has good access to common database types. This is a high-end product that is still quite accessible. Given our scenario of 20 service desk staff, we expected the product would cost $59,724.50 (excluding training).