Hp Openview Approach



Hp Openview Approach

Introduction

If one were to list the items making the most dramatic impact on the pace of businesses today, that list would likely include the drive to Globalization, the Internet and E-Commerce revolution, EDI, shifting demographics, and rapid technological advancement. In today's “ morphing ” economy, the “ digital revolution ” is redefining the competitive forces in the economy with breathtaking speed. As these technologies are increasingly converging, they are redefining the very core of business processes. Innovation becomes the key driver for success in this era of rapid transition. Speed, flexibility, the ability to absorb change and to see and respond to what ' s coming down the road - NOT react to what ' s already happened - are the hallmarks of success in the present chaotic business environment. One keen market observer ' s suggestion? Invest heavily in “ Crystal Balls ” . In other words, to keep up with rapid technology and business changes, organizations must invest in organizational processes which enable them to look further down the road to recognize emerging technologies, assess the impact to their company, quickly adopt the new technology and to absorb the changes it creates. To move from fire-fighting mode to a reactive one. From reactive to proactive. From proactive to preventative. The message is clear: be adept, adopt and adapt, or die. Change is not a choice. Growth and ability thrive by making change your ally is. To realize that what you do today is building your organization of tomorrow. Finally, consider this. If you think being a customer or “ user ” of this technology is tough, trying being one of those whose job it is to support the technology once it ' s deployed. Now you begin to see another facet of the problem. This paper will focus on Help Desk Management and the processes needed to enable organizations to rapidly and successfully support IT services.

Help Desk Issues

With the speed of technological changes comes the need to effectively and efficiently support the customers (a.k.a. ” users ” ) of that technology. Back during the days when the mainframe ruled the computerized world, there was little or no need for a “ help desk ” per se, as the technology was effectively isolated from its users. From the early ' 90s as companies moved into the client server environment to today's dramatic shifts into Internetworking architectures, the complexity of supporting the technology has grown proportionally. To not have a game plan - to not be in the process of preparing today for your “ Help Desk of Tomorrow ” with its higher demand and more complex, more expensive technology support - is like the person who leaps from the top of a 20-story building and declares at the 10 th floor that “ everything is O.K. so far. ” Many corporations are ignoring the facts staring them in the face.

Service Management Approach

The “ ultimate ” goal of an IS organization is to align ...