OpenView Network Node Manager: Designing and Implementing an Enterprise Solution

Planning for Ongoing Problem Resolution

Let’s begin with defining the term customer. HP sees people who buy and use NNM products as customers. But the IT group in a company considers its NNM users as customers too. Consequently, the corporate NNM users call their own IT department for support with NNM problems, and the IT department calls the HP support group with their NNM problems.

To support its NNM customers, the IT group develops a list of staff members such as the project lead, the local site champions, the on-site consultant, the NNM staff, and the system administrators. The list includes names, roles, telephone numbers, and pager numbers. Since most corporate networks require around the clock support, appropriate coverage hours become ...