IT Infrastructured Management and Servic Pertemuan 3

(1)

Roadmap Open-Source

IT Service Management

February 2008, frank.bergmann@project-open.com

2nd

(2)

(3)

Vision and Goal



Build an integrated IT Services

Management solution that

covers all major IT processes



Build the solution on a stack of

proven open-source building

blocks



Build the solution on proven

methodologies (ITIL, COBIT &

PRINCE2)



Focus on the human side for

easy (HR) change management

and implementation

Software &

Hardware

Mgmt.

Service

Mgmt.

Low-End

High-End

Project &

Portfolio

Mgmt.

Financial

Mgmt.

Tivoli

OpenView

MS Project

Server

]

project-open

[

OCR

_RT

Project

Gantt

H-Inv.

_open

(4)



Integration

P

rovides a one-stop solution for IT

management, integrating with important

application and replacing 10-15 smaller ones.

Just like ERP system did to manufacturing

companies 20 years ago.



Visibility & Transparency

Allow business managers and business users

to monitor IT projects and IT service

operations.



Financials & Controlling

Introduce a solid financial perspective across

all IT activities, with low overhead for

employees



Business Intelligence

Provide managers with indicators, reports

and other analysis tools to build an

integrated ITSM scorecard

The Value Proposition

Typical IT Department Apps

(to be replaced/integrated by

]

po

[

)



Timesheet Management



Bug-Tracker/Incident Mgmt.



Project Mgmt.



Project Portfolio Mgmt.



Travel Cost Capturing



Provider Management



Intranet, Wiki & Blog



Controlling/billing



Performance/SLA monitoring



License Database



Configuration database

Software &

Hardware

Mgmt.

Service

Mgmt.

Project &

Portfolio

Mgmt.

Financial

Mgmt.

Functional Areas

SAP

OTRS

]

project-open

[

OCR

_RT

Project

Gantt

H-Inv.

_open

(5)

The

]

po

[

ITSM Process Map

Service Level

Mgmt.

Provider

Mgmt.

Request

for Change

Strategy, Policies, Culture, ...

HR

Mgmt.

Customer

Service Desk

Project

Proposals

Priorization /

Portfolio

Mgmt.

Incident

Mgmt.

Problem

Mgmt.

Project

Mgmt.

Configuration

Mgmt.

Change

Mgmt.

Project

Ticket

RfC

Software

Development

Release

Mgmt.

License

Mgmt

Operational

(6)

Current Status of

]

project-open

[

Service Level

Mgmt.

Provider

Mgmt.

Request

for Change

Financial Mgmt.

Strategy, Policies, Culture, ...

HR

Mgmt.

Customer

Service Desk

Project

Proposals

Priorization /

Portfolio

Mgmt.

Incident

Mgmt.

Problem

Mgmt.

Project

Mgmt.

Configuration

Mgmt.

Change

Mgmt.

Project

Ticket

RfC

Software

Development

Release

Mgmt.

License

Mgmt

Operational

Procedures

February 2008

(7)

(8)

]

po

[

Product Development Pipeline



Results from brainstorming, conference, …



Product definition as PowerPoint slides



“Dynamic Mockup”



Show mockup to customers, conferences, …



Implementation driven by customer’s input



Re-Implementation with product in mind



Cleanup and productification

Inputs:



Overall strategy



Industry trends &

best practices

Definitionin

Prontontype

Custonmer

_Feedback

First

Custonmer

Seconind

Custonmer

Pronduct

Need/

Idea

100%

0%

1%

2%

5%

10%

40%

70%



Remove any

customer

specifics



Make fully

configurable



Write manuals



Initial version without

industry knowledge



Rewrite,

generalize first

implementation



Serves as mockup for

customer demos

Status: Idea

Status:

Feedback

Status:

Prototype

Status:

Product

Status:

Definition

Status:

2nd Cust

Status:

1st Cust

(9)

General Framework Features



100% Web-Based solution on all major browsers



Enterprise-grade security



Role-based permission management



User management with Active Directory LDAP

Integration



Scalable up to “active” 20.000 users



Easy setup supported by setup wizard



Customizable fields for all major objects



Email notifications for all major events



Integrated reporting engine with CSV export



Powerful Workflow engine based on Petri-Nets



Indicators for high-level reporting



Language, skin, menus and portlet layout

configurable per user



All important drop-down values configurable

throughout the system



Supported by a 10.000+ user community

Service Level

Mgmt. ProviderMgmt.

Request for Change

Financial Mgmt. Strategy, Policies, Culture, ...

HR Mgmt.

Customer Service Desk

Project Proposals

Priorization / Portfolio

(10)

General Collaboration Features



Every project, RfC, ticket, customer, … represents

an “e-Room” with collaboration modules,

capturing knowledge where it is created

–

Forum,

–

File storage

–

Wiki



A full-text search engine indexes all major

objects. Search results are presented according to

the user’s read permissions for the underlying

objects (projects, customer, …).



FAQ module



Global News & open Discussions

Service Level

Mgmt. ProviderMgmt.

Request for Change

HR Mgmt.

Project Proposals

Status:

Product

(11)

Project & Portfolio Management



This is the core of

]

po

[

.



Project schedules can be imported from:

–

Gantt Project

–

openProj

–

MS-Project



Several reports and views are available to present

the project portfolio to different types of users.

Service Level

Mgmt. ProviderMgmt.

Request for Change

HR Mgmt.

Project Proposals

(12)

Financial Management



Support for all major cost types



Bidirectional integrations with SAP, Navision and Oracle (planning)



Budget tracking vs. project costs:

–

External (provider) costs

–

Timesheet costs

–

Expenses and Travel Costs



ABC (Activity Based Costing) and other controlling functionality to

determine cost per service / configuration item

Status:

Product

Status: Idea

Status:

Feedback

Status:

Prototype

Status:

Product

Status:

Definition

Status:

2nd Cust

Status:

1st Cust

Service Level

Mgmt. ProviderMgmt.

Request for Change

HR Mgmt.

Project Proposals

(13)

HR Management



Vacation planning & other absences with approval workflow



Employee and freelance skill database



Travel costs & other expenses with approval workflow



e-Learning integration with dotLrn



Timesheet management



Basic payroll

Status: Idea

Status:

Feedback

Status:

Prototype

Status:

Product

Status:

Definition

Status:

2nd Cust

Status:

1st Cust

Service Level

Mgmt. ProviderMgmt.

Request for Change

HR Mgmt.

Project Proposals

(14)

Provider Management



Integrated provider file



Tracking of provider performance



Price lists



Automated RFQ/RFP

Status:

Product

Status: Idea

Status:

Feedback

Status:

Prototype

Status:

Product

Status:

Definition

Status:

2nd Cust

Status:

1st Cust

Service Level

Mgmt. ProviderMgmt.

Request for Change

HR Mgmt.

Project Proposals

(15)

Helpdesk/ Service Desk



Classification, queues, workflow and routing

according to industry standards & best practices



Option to use OTRS Ticket tracker as a front-end



Integrated with Inventory / Configuration

Database



Integration with Problem & Change Management:

Assignment of multiple Helpdesk tickets to a

single RfC etc.



Import of tickets from Nagios, Big Brother and

other monitoring systems



Integrated with collaboration functions such as

Wiki, forum and full-text search



Integration with finance (timesheet), HR, Release

Management (assign tickets to releases)

Service Level

Mgmt. ProviderMgmt.

Request for Change

HR Mgmt.

Project Proposals

Service Desk

Status:

Definition

(16)

Configuration Management



]

po

[

will not implement it’s own ConfDB. Instead,

]

po

[

will rely on

external applications including:

–

OCS Inventory

–

H-Inventory

–

Peregrine and other closed-source tools

Status:

1st Cust

Status: Idea

Status:

Feedback

Status:

Prototype

Status:

Product

Status:

Definition

Status:

2nd Cust

Status:

1st Cust

Service Level

Mgmt. ProviderMgmt.

Request for Change

HR Mgmt.

Project Proposals

(17)

Network Management



]

po

[

will not implement it’s own Network Management tools.

Instead,

]

po

[

will rely on external applications including:

–

Nagios

–

Big Brother

–

… other open- and closed-source tools

Status: Idea

Status:

Feedback

Status:

Prototype

Status:

Product

Status:

Definition

Status:

2nd Cust

Status:

1st Cust

Service Level

Mgmt. ProviderMgmt.

Request for Change

HR Mgmt.

Project Proposals

(18)

Release Management



]

po

[

includes a basic Release Management

module

–

Definition of software releases

–

Mapping of RfC and Helpdesk tickets to eleases

–

Integration status per release item

Status:

1st Cust

Status: Idea

Status:

Feedback

Status:

Prototype

Status:

Product

Status:

Definition

Status:

2nd Cust

Status:

1st Cust

Service Level

Mgmt. ProviderMgmt.

Request for Change

HR Mgmt.

Project Proposals

(19)

Change Management



Requests for Change (RfCs) of various types



Dynamic fields per RfC



Priorization and portfolio management



Dynamic Workflow allowing to configure the flow

of RfC tickets

Status: Idea

Status:

Feedback

Status:

Prototype

Status:

Product

Status:

Definition

Status:

2nd Cust

Status:

1st Cust

Service Level

Mgmt. ProviderMgmt.

Request for Change

HR Mgmt.

Project Proposals

(20)

Project Proposals



Self-Service interface for business users to propose projects



Multiple types of projects with specific fields



Dynamic approval WF

Status:

1st Cust

Status: Idea

Status:

Feedback

Status:

Prototype

Status:

Product

Status:

Definition

Status:

2nd Cust

Status:

1st Cust

Service Level

Mgmt. ProviderMgmt.

Request for Change

HR Mgmt.

Project Proposals

(21)

Software Development



Dynamic approval workflow for development

requests



Integration with CVS and SubVersion



Mapping of CVS and SubVersion users

to ]po[ users



Mapping of CVS/ SubVersion modules to modules

from configuration management



Tracking of software development based on

schedules from project management.

Status: Idea

Status:

Feedback

Status:

Prototype

Status:

Product

Status:

Definition

Status:

2nd Cust

Status:

1st Cust

Service Level

Mgmt. ProviderMgmt.

Request for Change

HR Mgmt.

Project Proposals

(22)

(23)

Implementation & Change Mgmt.

What is the problem?



(HR) Change Management is #1 risk when

introducing IT services management.



Highly skilled IT professionals question the

value of ITSM.



Highly skilled IT professionals reject the

(24)

Implementation & Change Mgmt

Common knowledge



Common knowledge is that change such as an ITIL implementation should be driven

by a people-approach and change management.

Tool-Driven Change Management



However, a specifically focused tool can greatly help with an ITIL implementation,

because:

–

The tool clearly prescribes operational procedures.

–

Change management is in great part performed in special training sessions.

–

The tools performance indicators allow to track advance.



Big ERP rollouts are example for tool-driven change. Senior management informally

acknowledges that the implied changes is frequently the main reason for implementing

an ERP.



Change management and leadership are still necessary for a successful

implementation. However, the tool and its incrusted best practices becomes a 3rd big

force.



Limitations:

]

po

[

is mainly suitable for medium sized IT organizations (20-100

employees) starting with a low degree of IT management maturity(?)

(25)

Implementation & Change Mgmt

Start with valuable information



Start where requests/information enters the system (Service Desk)



The idea is to provide useful and valid information in the system, so that users need to use the system to obtain their

information.



Examples:

–

Start with the Service Desk

–

Import valuable import from legacy systems

Start with regulatory requirements



Regulatory requirements are coercively imposed on companies. Users tend to accept these regulations more easily then

management policies.



Examples:

–

Accounting requirements may enforce inventory control

–

License management after users have been trapped illegally installing software.

–

Sarbanes-Oxley may require strict release management control



Contract external auditors to check compliance

Start where the money comes from



Budget, purchasing and other non-continuous processes with approval stages force users to comply with process’

requirements



Example:

–

Requesting additional budget for a project

–

A PM needs a server for his project and needs to go through a budget workflow to get it.

Start with employee’s bonus



If possible in your organization, try to link bonus payments to variables related to the use of the system or variables