Novell, SAP team on business service management

Create Novell Operations Center implementation for SAP ITSM application

Longtime partners Novell and SAP, which in recent years have focused heavily on packaging applications for use on the Suse Linux Enterprise operating system, are now cozying up on services management.

As part of that relationship, users can extend their SAP IT Service Management (ITSM) application with service-oriented dashboards from Novell Operations Center business service management (BSM), says Michelle Hudnell, BSM solutions manager at Novell. The goal of the integration is enabling near-real-time view of the relationships and interdependencies of business services, workloads and IT infrastructures.

Leveraging the SAP-certified Novell configuration management database product, the Novell Operations Center implementation for use with SAP ITSM delivers three standard views, she says.

These are the:

- IT Service Desk Agent View, which lets the service desk view relationships of configuration items as services, navigate the infrastructure view and pinpoint root causes of incidents quickly.

- The IT Service Professional View, for use during the change management process, provides a single dashboard that shows planned changes, the change calendar and navigation for informed decision-making on changes.

- And the IT Service Manager View, a summary dashboard providing service health and basic statistics for big-picture service performance analysis.

"We find that for many users BSM can seem like a very large topic," Hudnell says. This gives them a simple way to digest BSM and understand that they can get to value quickly in managing services. They've got repositories of data, one of which is SAP ITSM, and they can start looking at service models. Do it as a service at a time, an integration at a time, and bring in more and more data over time."

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