I. Glossary

agent

A general term for a computer managed by JP1/IM - Manager. An agent must have JP1/Base installed.

attachment

A file that can be attached to an Item.

change management

Activity that identifies what changes could be made to improve IT services. Change management involves careful consideration of potential changes and how they will be implemented, taking into consideration the risk of system failures and the impact the change might have on business operations.

In JP1/Service Support, this activity is managed on a change management process work board.

Also see process work board.

cluster system

A system configured with multiple servers that work together as a single system.

The purpose of such a system is to improve availability by preventing interruptions of business operations by passing processing to another server when an error occurs. The process of one system taking over from a failed system is called failover.

If the active server (primary node) fails, the standby server (secondary node) takes over. Because job processing is switched from the active to the standby node, a cluster system is also called a node switching system.

Cluster systems include load-sharing systems with multiple servers that perform parallel processing. In this manual, however, cluster system refers only to the use of failover to prevent interruption of work tasks.

Also see failover.

control character

In this manual, the following are called control characters:

• ASCII characters from 0x00 to 0x1F, and 0x7F

email management server

An email server that manages the email messages sent when an Item is registered by email.

escalation

The act of transferring responsibility for an Item to another process manager who is better positioned to resolve it.

event server

A program that manages JP1 events under JP1/Base. JP1 events can be collected and distributed while the event server is active.

failover

The process of continuing JP1 processing on another server when a failure occurs on the active server. Failover may also be initiated by the system administrator.

Because a secondary node takes over from the primary node, failover is also known as node switching.

HP NNMi

A generic term for an integrated network management program that manages the configuration, performance, and troubleshooting of an organization's networks.

incident management

An activity intended to keep service disruption to a minimum. Incident management applies to user inquiries and events that threaten to disrupt normal operations, and aims to ensure that the appropriate answers and workarounds are presented to the user at the earliest opportunity.

In JP1/Service Support, this activity is managed on the incident management process work board.

Also see process work board.

integrated manager

A general term for a server running JP1/IM - Manager. An integrated manager manages the events that occur in a system, and provides the platform for operations that relate to those events.

Also see JP1/IM - Manager.

inter-process ID

An inter-process ID is a value that combines the automatically assigned related Item serial number with a number that increments with each escalation. The related Item serial number lets you identify the same Item at different tiers of escalation, and the incrementing number lets you know how many times the Item has been escalated. Each inter-process ID is unique within the JP1/Service Support platform.

Item

A record of a task, and a unit by which task resolution is approached on a process work board. Several Items can be registered on a process work board, and the information in an Item can be updated by more than one user. You can define the relationships between Items by entering information about related Items in the Item elements.

Note that in this manual, Items might be called by the following names according to the process where the Item is registered:

• Item registered in an incident management process: Incident

• Item registered in a problem management process: Problem

• Item registered in a change management process: Change

• Item registered in a release management process: Release

Also see process work board and process.

Item form

The format of a window in which Item information is entered. Item forms are defined in a definition file associated with a process work board.

Also see process work board.

Item ID

An ID that JP1/Service Support automatically assigns to registered Items. The Item ID uniquely identifies an Item within the JP1/Service Support framework.

Item management console

A computer used to log in to JP1/Service Support on an Item management server using a Web browser. Users can use an Item management console to view or manipulate Items.

Also see Item management server.

Item management database

The database provided by JP1/Service Support.

The Item management database manages every piece of information created or defined by users in the course of using JP1/Service Support. This includes configuration information for the systems and processes defined by users of JP1/Service Support, and information about Items these users have registered or changed.

Item management database server

An internal component of JP1/Service Support that manages the Item management database.

Also see WWW container server and Web server.

Item management server

A server on which JP1/Service Support is installed. Items are managed in the Item management database on an Item management server. Users can view Items by accessing the Item management server using a Web browser.

Also see Item and Item management database.

Item storage database

The name of a database provided by JP1/Service Support.

Items that can no longer be managed in the Item management database due to space constraints or other reasons can be transferred to the Item storage database. By storing past Items in the Item storage database, you can use these Items as a knowledge base to be consulted as needed. Note that Items stored in the Item storage database can only be viewed.

Item view permissions owner

A user who has a permission to view an Item in a process work board where the option to set view permissions for individual Items is enabled. Only users who have view permissions for a particular Item can view the Item in a process work board with this option enabled. You can set the Item view permissions owner when you create or edit an Item.

IT service

A service that is based on an IT system and satisfies a user requirement. IT services collectively support an organization's business operations and services.

JP1/AIM

A program that centrally manages IT assets such as hardware information (including network devices), software information, and contract information in a database. In doing so, JP1/AIM helps to reduce management costs and streamline IT asset management tasks such as deploying assets, managing software licenses, and maintaining equipment.

JP1/AIM server

A general term for a server that runs JP1/AIM. A JP1/AIM server manages asset information and provides services that relate to asset information.

Also see JP1/AIM.

JP1/AJS

A program that automates work tasks.

In JP1/AJS, you can define sequences of tasks to execute at regular intervals, or have certain processing start when a specific event occurs.

JP1/AO

A program that automates system operations.

JP1/AO provides service templates that define the processing associated with typical operating procedures, allowing administrators to work more efficiently.

JP1/Audit - Manager

A program that centrally manages records required to assess the effectiveness of internal control, and supports creation of internal control reports and audit operations.

You can use trail records, including changes in user information and system configuration, to check the validity of the operation, and to audit operations performed on resources and the access status.

JP1/Base

A program that provides the core functionality of JP1/IM.

JP1/Base allows you to send and receive JP1 events, manage users, and control the order in which services start. It also acts as the agent in a JP1/IM system.

JP1/Base is a prerequisite program for JP1/IM - Manager.

JP1/IM - Manager

A program that provides integrated system management through centralized monitoring and operation across an entire system.

JP1/ITDM2 - Asset Console

A program that centrally manages IT assets such as hardware information (including network devices), software information, and contract information in a database. In doing so, JP1/ITDM2 - Asset Console helps to reduce management costs and streamline IT asset management tasks such as deploying assets, managing software licenses, and maintaining equipment.

JP1/NNMi

A generic term for an integrated network management program that manages the configuration, performance, and troubleshooting of an organization's networks.

JP1/NP

A program that accurately and efficiently supports business operations by enabling the visualization of the flow of operations and procedures. JP1/NP combines local procedure manuals into a single document and allows the knowledge and expertise of individuals and groups to be shared through the organization.

JP1/PFM - Web Console

One of the JP1/PFM programs. JP1/PFM - Web Console provides the Web application server functionality that allows users to centrally monitor system activity in a Web browser. JP1/PFM - Web Console has the following functions:

• Displaying the GUI

• Integrated monitoring and management

• Defining reports and alarms

JP1/Service Support

A program that records and manages user inquiries, system faults, and the problems and considerations that arise as a result of these system faults. JP1/Service Support manages these matters as Items requiring resolution.

Also see Items.

JP1/Software Distribution

A general term for a system that distributes software and manages clients using batch operations over a network.

jp1admin user

The user who has the system administrator role in JP1/Service Support. This account is registered by default.

JP1 event

Information used to manage events occurring in the system within the JP1 framework.

The information recorded in a JP1 event is categorized by attribute as follows:

Basic attributes

Attributes possessed by every JP1 event.

Basic attribute names are expressed as, for example, B.ID (or simply ID) for the event ID.

Extended attributes

Attributes that are optionally set by the program that issued the JP1 event. An extended attribute consists of the following common information and program-specific information:

- Common information (extended attribute information in a format shared by all programs)

- Program-specific information (other information in a format specific to the program issuing the event)

Extended attribute names are expressed as, for example, E.SEVERITY (or simply SEVERITY) for the severity level.

JP1 events are managed by the JP1/Base event service. Events generated in the system are recorded in a database as JP1 events.

List of Items

An area in the user interface that displays a list of Items according to the view conditions defined in JP1/Service Support. For example, the main window (Item list) lists the Items associated with the system or process selected in the list of process work boards.

A list of Items allows the user to view the title of each Item, the work status, and the person in charge.

logical host

A virtual server that executes JP1 in a cluster system. If a failure occurs, failover takes place between logical hosts.

Each logical host has a logical IP address and shared disk, which another logical host inherits in the event of a failover. The logical host runs applications such as JP1 using this IP address and shared disk.

When a failover occurs, the secondary logical host inherits the logical IP address and shared disk and continues operating the JP1 framework. Thus, despite JP1 running on a different physical server, other hosts can access the server using the same IP address. To the host, it appears as if one server is operating continuously.

Also see cluster system and failover.

main window (Item list)

One of the main windows of JP1/Service Support. The left frame shows the list of process work boards, the top right frame shows the list of Items, and the right bottom frame shows an Item preview. This window serves as the starting point for Item management.

main window (Item status)

One of the main windows of JP1/Service Support. The left frame features a menu, and the right frame displays a list of target Items. This window serves as the starting point for managing the status of tasks associated with Items.

managed Item

An item registered in an Item management database.

Also see Item management database and stored Item.

node switching system

Also see cluster system.

physical host

A physical server that forms part of a cluster system when JP1 is used in a cluster environment. As opposed to a logical host (a logical server that does not depend on a physical server and can be failed over).

Also see cluster system, logical host, and failover.

problem management

Activity whose aim is to identify and resolve the cause of incidents that prevent a system from operating normally. JP1/Service Support manages, as problems, inquiries from users, system errors, and other matters that warrant further investigation, helping to diagnose the root cause of problems and identify permanent solutions.

In JP1/Service Support, this activity is managed on a problem management process work board.

Also see process work board.

process

In this manual, the term process has one of two meanings:

• A task as categorized by JP1/Service Support. The four categories are incident management, problem management, change management, and release management.

• An internal program that a program uses to operate

Also see incident management, problem management, change management, and release management.

process perspective

A perspective from which Item statuses can be displayed in the main window (Item status). The process perspective is suitable for users who wish to view the detailed status of processes within a specific system.

Also see system perspective.

process standard Item form

An Item form designed for a specific process.

You can use a different Item form for each process work board. However, JP1/Service Support also allows you to prepare in advance a standard Item form for each process.

Process standard Item forms can be defined in the Item form management window.

process work board

A location where tasks are recorded for each process. From a process work board, users can perform tasks oriented to problem resolution such as registering and updating Items and escalating an Item to another process.

Also see process.

process work board list

A list of process work boards that manage the tasks associated with a process. The process work board list displays the target systems and processes in a hierarchy, allowing you to view the Items at each level in the hierarchy in the Item list area.

Also see process work board, target system, process, and Item list.

process work board manager

The user and role responsible for managing a process work board. A user who acts as the process work board manager for a process work board has editing rights for that process work board and full access to all of its Items.

release management

Activity that implements the improvements to IT services proposed by the change management process. This involves building, testing, and deploying solutions according to an implementation plan.

In JP1/Service Support, this activity is managed on a release management process work board.

Also see process work board.

role

A group to which users who log in to JP1/Service Support belong. Like users, roles are assigned access permission for process work boards and Items.

status

Information representing the status of an Item. You can view the status of an Item in the list of Items. Generally, statuses are used to monitor and summarize whether Items are being resolved, and if not, what progress is being made.

Also see Item and list of Items.

status ID

An ID that uniquely identifies a status within the JP1/Service Support framework.

stored Item

An Item stored in the Item storage database. The Item storage database is a database provided by JP1/Service Support.

Also see Item storage database and managed Item.

system perspective

A perspective from which Item statuses can be displayed in the main window (Item status). The system perspective is suitable for users who wish to view the status of Items in the overall context of the systems being managed by JP1/Service Support.

Also see process perspective.

system role

A role defined in the JP1/Service Support system. The role ID is prefixed with the characters _jp1. Users who build environments for JP1/Service Support must be assigned this role.

target system

A term for a system being managed by JP1/Service Support. The systems managed by JP1/Service Support are organized in the list of process work boards.

Also see list of process work boards.

Web server

An internal component of JP1/Service Support that is the point of contact with the Item management console (Web browser).

Also see WWW container server and Item management database server.

WWW container server

An internal component of JP1/Service Support that controls the display of the user interface.

Also see Web server and Item management database server.

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