Transcript ]project-open[ IT Service Management Roadmap

2nd
DRAFT
Roadmap Open-Source
IT Service Management
February 2008, [email protected]
Intro
 ]project-opem[ 2007, Title / Speaker / 2
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
HighEnd
SAP
Tivoli
Oracle
OpenView
Alfabet
LowEnd
Peregrine
MS Project
Server
Axios
]project-open[
H-Inv.
Open
Source
OCR
Software &
Hardware
Mgmt.
OTRS
RT
Service
Mgmt.
SAP
Financial
Mgmt.
Gantt open
Project Proj
Project &
Portfolio
Mgmt.
 ]project-opem[ 2007, Title / Speaker / 3
The Value Proposition
 Integration
Provides 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.
OCR
 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
OTRS
Software &
Hardware
Mgmt.
 Visibility & Transparency
Allow business managers and business users
to monitor IT projects and IT service
operations.
]project-open[
H-Inv.
RT
Service
Mgmt.
SAP
Gantt open
Project Proj
Financial
Mgmt.
Project &
Portfolio
Mgmt.
Functional Areas
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
 ]project-opem[ 2007, Title / Speaker / 4
The ]po[ ITSM Process Map
Strategy, Policies, Culture, ...
Operational
Procedures
Service Level
Mgmt.
Customer
Service Desk
Request
for Change
Project
Proposals
Configuration
Mgmt.
Release
Mgmt.
HR
Mgmt.
Provider
Mgmt.
Incident
Mgmt.
Ticket
RfC
Priorization /
Portfolio
Mgmt.
Project
Mgmt.
Project
Change
Mgmt.
Problem
Mgmt.
License
Mgmt
Software
Development
Financial Mgmt.
 ]project-opem[ 2007, Title / Speaker / 5
Current Status of ]project-open[
February 2008
Status: Idea
Strategy, Policies, Culture, ...
Status: Definition
Status: Prototype
Status: Feedback
Status: 1st Cust
Status: 2nd Cust
Operational
Procedures
Service Level
Mgmt.
HR
Mgmt.
Provider
Mgmt.
Status: Product
Customer
Service Desk
Request
for Change
Project
Proposals
Configuration
Mgmt.
Release
Mgmt.
Incident
Mgmt.
Ticket
RfC
Priorization /
Portfolio
Mgmt.
Project
Mgmt.
Project
Change
Mgmt.
Problem
Mgmt.
License
Mgmt
Software
Development
Financial Mgmt.
 ]project-opem[ 2007, Title / Speaker / 6
Roadmap
Detailed Development Plans
 ]project-opem[ 2007, Title / Speaker / 7
]po[ Product Development Pipeline







Status: Idea
Status: Definition
Status: Prototype
Status: Feedback
Status: 1st Cust
Status: 2nd Cust
Status: Product
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
 Serves as mockup for
customer demos
 Initial version without
industry knowledge
Inputs:
 Overall strategy
 Industry trends &
best practices
0%
Need/
Idea
1%
2%
Definition
 Rewrite,
generalize first
implementation
5%
Prototype
10%
Customer
Feedback
40%
First
Customer
70%
Second
Customer
Status: Idea
Status: Definition
Status: Prototype
Status: Feedback
Status: 1st Cust
Status: 2nd Cust
Status: Product
 Remove any
customer
specifics
 Make fully
configurable
 Write manuals
100%
Product
 ]project-opem[ 2007, Title / Speaker / 8
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
Strategy, Policies, Culture, ...
Service Level
Mgmt.
HR
Mgmt.
Customer
Service Desk
Ticket
Request
for Change
RfC
Project
Proposals
Configuration
Mgmt.
Provider
Mgmt.
Incident
Mgmt.
Priorization /
Portfolio
Mgmt.
Problem
Mgmt.
Project
Mgmt.
Project
Release
Mgmt.
Change
Mgmt.
Software
Development
Financial Mgmt.
Status: Idea
Status: Definition
Status: Prototype
Status: Feedback
Status: 1st Cust
Status: 2nd Cust
Status: Product
Status: Product
 ]project-opem[ 2007, Title / Speaker / 9
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
Strategy, Policies, Culture, ...
Service Level
Mgmt.
HR
Mgmt.
Customer
Service Desk
Ticket
Request
for Change
RfC
Project
Proposals
Configuration
Mgmt.
Provider
Mgmt.
Incident
Mgmt.
Priorization /
Portfolio
Mgmt.
Problem
Mgmt.
Project
Mgmt.
Project
Release
Mgmt.
Change
Mgmt.
Software
Development
Financial Mgmt.
Status: Idea
Status: Definition
Status: Prototype
Status: Feedback
Status: 1st Cust
Status: 2nd Cust
Status: Product
Status: Product
 ]project-opem[ 2007, Title / Speaker / 10
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.
Strategy, Policies, Culture, ...
Service Level
Mgmt.
HR
Mgmt.
Customer
Service Desk
Ticket
Request
for Change
RfC
Project
Proposals
Configuration
Mgmt.
Provider
Mgmt.
Incident
Mgmt.
Priorization /
Portfolio
Mgmt.
Problem
Mgmt.
Project
Mgmt.
Project
Release
Mgmt.
Change
Mgmt.
Software
Development
Financial Mgmt.
Status: Idea
Status: Definition
Status: Prototype
Status: Feedback
Status: 1st Cust
Status: 2nd Cust
Status: Product
Status: Product
 ]project-opem[ 2007, Title / Speaker / 11
Financial Management
Strategy, Policies, Culture, ...
 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
Service Level
Mgmt.
HR
Mgmt.
Customer
Service Desk
Ticket
Request
for Change
RfC
Project
Proposals
Configuration
Mgmt.
Provider
Mgmt.
Incident
Mgmt.
Priorization /
Portfolio
Mgmt.
Problem
Mgmt.
Project
Mgmt.
Project
Release
Mgmt.
Change
Mgmt.
Software
Development
Financial Mgmt.
Status: Idea
Status: Definition
Status: Prototype
Status: Feedback
Status: 1st Cust
Status: 2nd Cust
Status: Product
Status: Product
 ]project-opem[ 2007, Title / Speaker / 12
HR Management
Strategy, Policies, Culture, ...






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
Service Level
Mgmt.
Customer
Service Desk
Ticket
Request
for Change
RfC
Project
Proposals
Configuration
Mgmt.
HR
Mgmt.
Provider
Mgmt.
Incident
Mgmt.
Priorization /
Portfolio
Mgmt.
Problem
Mgmt.
Project
Mgmt.
Project
Release
Mgmt.
Change
Mgmt.
Software
Development
Financial Mgmt.
Status: Idea
Status: Definition
Status: Prototype
Status: Feedback
Status: 1st Cust
Status: 2nd Cust
Status: Product
Status: Product
 ]project-opem[ 2007, Title / Speaker / 13
Provider Management
Strategy, Policies, Culture, ...




Integrated provider file
Tracking of provider performance
Price lists
Automated RFQ/RFP
Service Level
Mgmt.
HR
Mgmt.
Customer
Service Desk
Ticket
Request
for Change
RfC
Project
Proposals
Configuration
Mgmt.
Provider
Mgmt.
Incident
Mgmt.
Priorization /
Portfolio
Mgmt.
Problem
Mgmt.
Project
Mgmt.
Project
Release
Mgmt.
Change
Mgmt.
Software
Development
Financial Mgmt.
Status: Idea
Status: Definition
Status: Prototype
Status: Feedback
Status: 1st Cust
Status: 2nd Cust
Status: Product
Status: Product
 ]project-opem[ 2007, Title / Speaker / 14
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)
Strategy, Policies, Culture, ...
Service Level
Mgmt.
HR
Mgmt.
Customer
Customer
Service
Service Desk
Desk
Ticket
Request
for Change
RfC
Project
Proposals
Configuration
Mgmt.
Provider
Mgmt.
Incident
Mgmt.
Priorization /
Portfolio
Mgmt.
Problem
Mgmt.
Project
Mgmt.
Project
Release
Mgmt.
Change
Mgmt.
Software
Development
Financial Mgmt.
Status: Idea
Status: Definition
Status: Prototype
Status: Feedback
Status: 1st Cust
Status: 2nd Cust
Status: Product
Status: Definition
 ]project-opem[ 2007, Title / Speaker / 15
Configuration Management
Strategy, Policies, Culture, ...
 ]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
Service Level
Mgmt.
HR
Mgmt.
Customer
Service Desk
Ticket
Request
for Change
RfC
Project
Proposals
Configuration
Mgmt.
Provider
Mgmt.
Incident
Mgmt.
Priorization /
Portfolio
Mgmt.
Problem
Mgmt.
Project
Mgmt.
Project
Release
Mgmt.
Change
Mgmt.
Software
Development
Financial Mgmt.
Status: Idea
Status: Definition
Status: Prototype
Status: Feedback
Status: 1st Cust
Status: 2nd Cust
Status: Product
Status: 1st Cust
 ]project-opem[ 2007, Title / Speaker / 16
Network Management
Strategy, Policies, Culture, ...
 ]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
Service Level
Mgmt.
HR
Mgmt.
Customer
Service Desk
Ticket
Request
for Change
RfC
Project
Proposals
Configuration
Mgmt.
Provider
Mgmt.
Incident
Mgmt.
Priorization /
Portfolio
Mgmt.
Project
Mgmt.
Project
Release
Mgmt.
Problem
Mgmt.
Change
Mgmt.
Software
Development
Financial Mgmt.
Status: Idea
Status: Definition
Status: Prototype
Status: Feedback
Status: 1st Cust
Status: 2nd Cust
Status: Product
Status: Idea
 ]project-opem[ 2007, Title / Speaker / 17
Release Management
Strategy, Policies, Culture, ...
 ]po[ includes a basic Release Management
module
– Definition of software releases
– Mapping of RfC and Helpdesk tickets to eleases
– Integration status per release item
Service Level
Mgmt.
HR
Mgmt.
Customer
Service Desk
Ticket
Request
for Change
RfC
Project
Proposals
Configuration
Mgmt.
Provider
Mgmt.
Incident
Mgmt.
Priorization /
Portfolio
Mgmt.
Problem
Mgmt.
Project
Mgmt.
Project
Release
Mgmt.
Change
Mgmt.
Software
Development
Financial Mgmt.
Status: Idea
Status: Definition
Status: Prototype
Status: Feedback
Status: 1st Cust
Status: 2nd Cust
Status: Product
Status: 1st Cust
 ]project-opem[ 2007, Title / Speaker / 18
Change Management
Strategy, Policies, Culture, ...




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
Service Level
Mgmt.
HR
Mgmt.
Customer
Service Desk
Ticket
Request
for Change
RfC
Project
Proposals
Configuration
Mgmt.
Provider
Mgmt.
Incident
Mgmt.
Priorization /
Portfolio
Mgmt.
Problem
Mgmt.
Project
Mgmt.
Project
Release
Mgmt.
Change
Mgmt.
Software
Development
Financial Mgmt.
Status: Idea
Status: Definition
Status: Prototype
Status: Feedback
Status: 1st Cust
Status: 2nd Cust
Status: Product
Status: 1st Cust
 ]project-opem[ 2007, Title / Speaker / 19
Project Proposals
Strategy, Policies, Culture, ...
 Self-Service interface for business users to propose projects
 Multiple types of projects with specific fields
 Dynamic approval WF
Service Level
Mgmt.
Customer
Service Desk
Ticket
Request
for Change
RfC
Project
Proposals
Configuration
Mgmt.
HR
Mgmt.
Provider
Mgmt.
Incident
Mgmt.
Priorization /
Portfolio
Mgmt.
Problem
Mgmt.
Project
Mgmt.
Project
Release
Mgmt.
Change
Mgmt.
Software
Development
Financial Mgmt.
Status: Idea
Status: Definition
Status: Prototype
Status: Feedback
Status: 1st Cust
Status: 2nd Cust
Status: Product
Status: 1st Cust
 ]project-opem[ 2007, Title / Speaker / 20
Software Development
Strategy, Policies, Culture, ...
 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.
Service Level
Mgmt.
HR
Mgmt.
Customer
Service Desk
Ticket
Request
for Change
RfC
Project
Proposals
Configuration
Mgmt.
Provider
Mgmt.
Incident
Mgmt.
Priorization /
Portfolio
Mgmt.
Problem
Mgmt.
Project
Mgmt.
Project
Release
Mgmt.
Change
Mgmt.
Software
Development
Financial Mgmt.
Status: Idea
Status: Definition
Status: Prototype
Status: Feedback
Status: 1st Cust
Status: 2nd Cust
Status: Product
Status: Idea
 ]project-opem[ 2007, Title / Speaker / 21
Implementation &
(HR) Change Management
 ]project-opem[ 2007, Title / Speaker / 22
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
perceived “control” of their work.
 ]project-opem[ 2007, Title / Speaker / 23
Implementation & Change Mgmt
Tool-Driven Implementation
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(?)
 ]project-opem[ 2007, Title / Speaker / 24
Implementation & Change Mgmt
Tool-Driven Implementation
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 derived from the system.

Examples:
–
–
Server and Network uptime for IT operation's group
First-level resolution percentage for helpdesk staff
 ]project-opem[ 2007, Title / Speaker / 25
Bonus Slides
 ]project-opem[ 2007, Title / Speaker / 26
About Us
]project-open[
 3 Core-Team, Σ50 years in IT, >30
partners in 15 countries
 Product: Shrink-wrapped OpenSource Project Management
OpenACS
 12.000 Members, ~1000 active
developers
 Driven by ~20 small web
companies
 OpenACS Products: dotLrn elearning platform, plethora of
semi-working modules
 ]project-opem[ 2007, Title / Speaker / 27
Payroll
HR
Skill
Database
Recruiting
Workflow
Application
Modules
Application
Services
Platform
Services
Web
Server
Project
Project &
Mgmt.
Subprojects
Project
Controlling
Timesheet
Mgmt.
Collaboration,
File
Calendar Content & KM
storage
Online
Wiki
Chat
Discussions
Mail Server WebDAV
Incident
Integration
Workflow
Content
Management
CMS
Blog
Full-Text
Search
Workflow
Engine
Reporting
Engine
Portal &
Components
Localization
Framework
OO
OO
Frame
Model
Object
Metadata
DynField
Object
Extensions
SOAP &
XML-RPC
DB-API
AOLServer
Search
Engine
TSearch2
Oracle Intermedia/Text
Database
PostgreSQL
Oracle 8i, 9i, 10g
Operating
System
Windows
+ CygWin
Linux
Solaris
Room
Reservation
ECommerce
BSD
Mac OS
Other
Existing
]po[
Modules
Surveys
Web-Mail
Finance
Finance
Base
Controlling
Quotes &
Invoice
Freelance
Invoicing
Payments
Timesheet
Financial
Invoicing
Reporting
Software
Package
Development
Manager
Profiling &
Templates
Performance
Debugging
Automatic
Automatic System
Testing
Software
Form
Updates
Builder
TCL
TransTranslation
lation
Workflow
TM
Integration
Automatic
Invoicing
Glossary
CRM
Contact
Mgmt.
Customer
Web Reg.
Marketing
Campaigns
CRM
Tracking
Mail Server
Integration
ISDN Tel
Integration
Security
OpenACS
Permission
Page
Basic
Contracts
Authentication
SQL
LDAP
Templates
Authentication
Automatic
Audits
Pound
Revers Proxy
BigBrother
Sys Mgmt.
Database
Replication
CVS
System
Mondrian
DataWarehouse
Postfix/
Sendmail
 ]project-opem[ 2007, Title / Speaker / 28
The ]po[ “Ecosystem”
]po[ Customers
Resource, Contacts
& Knowledge
]po[
]po[ Partners
AOLServer
Collaborators &
Team
 ]project-opem[ 2007, Title / Speaker / 29