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ESL For Service Desk: October 2010 Leo Rodrigues: Michelle Zamproni

ESL is a consolidated database which aims to manage server information ESL is an easy to use solution, does not require license because it is an HP tool. It has recently replaced ADMS Service Desk agents interact only with the Read Interface. If a user calls on a server that appears with any other status, he should contact David Wiseman / Enrico Tausz (Managers) according to the current process.

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29 views13 pages

ESL For Service Desk: October 2010 Leo Rodrigues: Michelle Zamproni

ESL is a consolidated database which aims to manage server information ESL is an easy to use solution, does not require license because it is an HP tool. It has recently replaced ADMS Service Desk agents interact only with the Read Interface. If a user calls on a server that appears with any other status, he should contact David Wiseman / Enrico Tausz (Managers) according to the current process.

Uploaded by

Gregster Sapience
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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ESL for Service Desk

Leo Rodrigues : Michelle Zamproni October 2010

What is ESL
nterpris e ystem ist
ESL is a consolidated database which aims to manage server information
ESL is an easy to use solution, does not require license because it is an HP tool; it has recently replaced ADMS Service Desk agents interact only with the Read Interface information should be modified on ESL by the tech support team

HP Restricted

Logging into ESL (2 of 2)


To log into the tool, simply type your HP e-mail and NT password

HP Restricted

Read Interface

HP Restricted

Searching for a server


Server name

IP address

We can search for a server using its name or IP address. For instance: type prd021 in the System Name field and click Search.

HP Restricted

General tab

* FQDN Full Qualified Domain Name


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Server status

In Production status corresponds to ADMS Supported. If a user calls on a server that appears with any other status, we should ask him to contact David Wiseman/Enrico Tausz (Managers), according to the current process.
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Validating if the server is a KPE

If the server is a Key Production Environment (KPE), ESL will display that information. These devices, established by the Delivery team, can highly impact the customers business. It is possible to check which systems are associated to the server in this field.
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Impact field

Even if a server does not have the KEY PRODUCTION ENVIRONMENT field, we will consider KPEs servers with Impact = 1 Enterprise 2 Site/Dept
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Support area

Under Platform Support, we obtain the initial assignment group. If we visualize Unix, we can dispatch the ticket to ZBR_TECHOPS_UNIX; if we visualize Windows, we can dispatch it to WINTEL TECHOPS LA.
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Web services

Under Web, we can validate if the server has Web applications. Examples: 108 Online on prd029, Unilog on cvrdvitap24, Performance Center on cvrdvitap147...

HP Restricted

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Locating the IP address

Under Net/HW, we can obtain the Primary IP of the server. The results of the ping must be recorded on the ticket.
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Questions?

2010Hewlett-Packard

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