IT Infrastructured Management and Servic Pertemuan 3

  2nd DRAFT Roadmap Open-Source

  

IT Service Management

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

  Intro  Vision and Goal

   High- SAP

  Build an integrated IT Services Tivoli

  End Management solution that

  Oracle OpenView covers all major IT processes

  Alfabet

   Low- Peregrine

  Build the solution on a stack of MS Project

  End Server Axios proven open-source building blocks

  ] project-open [ H-Inv. open Gantt

   Proj OTRS OCR Source SAP Project RT methodologies (ITIL, COBIT & PRINCE2)

  Open Build the solution on proven

  Software & Service Financial Project & Hardware Mgmt. Mgmt. Portfolio

   Mgmt. Mgmt.

  Focus on the human side for easy (HR) change management and implementation

   The Value Proposition

   ] project-open [ P rovides a one-stop solution for IT H-Inv. open Gantt management, integrating with important

Integration

  OTRS Proj OCR SAP

  Project RT application and replacing 10-15 smaller ones.

  Software & Service Financial Project & Just like ERP system did to manufacturing

  Hardware Mgmt. Mgmt. Portfolio Mgmt. Mgmt. companies 20 years ago.

  Functional Areas Visibility & Transparency  Allow business managers and business users

Typical IT Department Apps

  to monitor IT projects and IT service (to be replaced/integrated by ] po [ ) operations.

   Timesheet Management

   Bug-Tracker/Incident Mgmt.  Project Mgmt.

Financials & Controlling

  Introduce a solid financial perspective across

   Project Portfolio Mgmt. all IT activities, with low overhead for

   Travel Cost Capturing employees

   Provider Management 

   Intranet, Wiki & Blog

Business Intelligence

   Provide managers with indicators, reports Controlling/billing  and other analysis tools to build an

   License Database integrated ITSM scorecard

  Performance/SLA monitoring

   Configuration database  

ITSM Process Map

   The ] po [

  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 Current Status of ] project-open [ February 2008

  Status: Idea Strategy, Policies, Culture, ... Status: Definition Status: Prototype Status: Feedback

  Operational Service Level HR Provider Status: 1st Cust Procedures Mgmt. Mgmt. Mgmt.

Status: 2nd Cust Status: Product

  Customer Incident Service Desk Ticket Mgmt.

  Priorization / Request Problem Portfolio

for Change RfC

Mgmt.

  Mgmt. Project

  Project Proposals Project Mgmt.

  Configuration Release Change License Software Mgmt. Mgmt. Mgmt. Mgmt Development Financial Mgmt.

  

   Roadmap Detailed Development Plans

Product Development Pipeline

Status: 2nd Cust Status: 1st Cust

  

  Status: Idea Status: Feedback Status: Prototype Status: Product Status: Definition Status: 2nd Cust Status: 1st Cust

   Serves as mockup for customer demos Status: Idea Status: Feedback Status: Prototype Status: Product Status: Definition

   Initial version without industry knowledge  Rewrite, generalize first implementation

  40% 70% 10% 5% 2% 1%  Remove any customer specifics  Make fully configurable  Write manuals

   100% 0%

   ] po [

   Results from brainstorming, conference, …

   Cleanup and productification Inputs:  Overall strategy  Industry trends & best practices

  

Re-Implementation with product in mind

   Implementation driven by customer’s input

   Show mockup to customers, conferences, …

   “Dynamic Mockup”

   Product definition as PowerPoint slides

  

General Framework Features

  

  Service Level Mgmt.

  Status: Idea Status: Feedback Status: Prototype Status: Product Status: Definition Status: 2nd Cust Status: 1st Cust

  Release Mgmt.

  Software Development

  Ticket RfC

  Change Mgmt. Project

  Incident Mgmt. Problem Mgmt. Project Mgmt. Configuration Mgmt.

  Priorization / Portfolio Mgmt.

  Project Proposals

  HR Mgmt. Customer Service Desk

  Request for Change Financial Mgmt. Strategy, Policies, Culture, ...

  Provider Mgmt.

   Supported by a 10.000+ user community

   100% Web-Based solution on all major browsers

   All important drop-down values configurable throughout the system

   Language, skin, menus and portlet layout configurable per user

   Indicators for high-level reporting

   Powerful Workflow engine based on Petri-Nets

   Integrated reporting engine with CSV export

   Email notifications for all major events

   Customizable fields for all major objects

   Easy setup supported by setup wizard

   Scalable up to “active” 20.000 users

   User management with Active Directory LDAP Integration

   Role-based permission management

   Enterprise-grade security

Status: Product

  General Collaboration Features Strategy, Policies, Culture, ...

   Service Level HR Provider

  Every project, RfC, ticket, customer, … represents Mgmt. Mgmt. Mgmt. an “e-Room” with collaboration modules,

  Customer Incident Service Desk Ticket Mgmt.

  capturing knowledge where it is created

  Request Problem Portfolio for Change Mgmt. RfC Mgmt.

• – Priorization /

  Forum,

  Project Proposals Project Mgmt.

• – Project

  File storage Wiki

• – Configuration Release Change Software Mgmt. Mgmt. Mgmt. Development

   Financial Mgmt.

  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

   Status: Idea Status: Definition Status: Prototype Status: Feedback Status: 1st Cust Status: 2nd Cust Status: Product Status: Product

  

  HR Mgmt. Customer Service Desk

  Priorization / Portfolio Mgmt.

  Ticket RfC

   This is the core of ] po [ .

   Project schedules can be imported from:

  Incident Mgmt. Problem Mgmt. Project Mgmt. Configuration Mgmt.

  Service Level Mgmt.

  Provider Mgmt.

  Request for Change Financial Mgmt. Strategy, Policies, Culture, ...

• – Gantt Project

  Project Proposals

• – openProj
• – MS-Project

   Several reports and views are available to present the project portfolio to different types of users.

  Change Mgmt. Project

   Project & Portfolio Management

  Software Development

  Release Mgmt.

  Status: Idea Status: Feedback Status: Prototype Status: Product Status: Definition Status: 2nd Cust Status: 1st Cust

Status: Product

  Request for Change Financial Mgmt. Strategy, Policies, Culture, ...

  Project Proposals

   Support for all major cost types

   Bidirectional integrations with SAP, Navision and Oracle (planning)

   Budget tracking vs. project costs:

  Ticket RfC

  Incident Mgmt. Problem Mgmt. Project Mgmt. Configuration Mgmt.

  Service Level Mgmt.

  Provider Mgmt.

  Priorization / Portfolio Mgmt.

  HR Mgmt. Customer Service Desk

• – External (provider) costs
• – Timesheet costs
• – Expenses and Travel Costs

   Financial Management

  Status: Idea Status: Feedback Status: Prototype Status: Product Status: Definition Status: 2nd Cust

  Change Mgmt. Project

   ABC (Activity Based Costing) and other controlling functionality to determine cost per service / configuration item Status: Product

  Software Development

  Release Mgmt.

Status: 1st Cust

HR Management

  

  HR Mgmt. Customer Service Desk

  Release Mgmt.

  Software Development

  Ticket RfC

  Change Mgmt. Project

  Incident Mgmt. Problem Mgmt. Project Mgmt. Configuration Mgmt.

  Priorization / Portfolio Mgmt.

  Project Proposals

  Request for Change Financial Mgmt. Strategy, Policies, Culture, ...

   Vacation planning & other absences with approval workflow

  Provider Mgmt.

  Service Level Mgmt.

  Status: Idea Status: Feedback Status: Prototype Status: Product Status: Definition Status: 2nd Cust

   Basic payroll Status: Product

   Timesheet management

   e-Learning integration with dotLrn

   Travel costs & other expenses with approval workflow

   Employee and freelance skill database

Status: 1st Cust

   Provider Management

  Project Proposals

  Release Mgmt.

  Software Development

  Ticket RfC

  Change Mgmt. Project

  Incident Mgmt. Problem Mgmt. Project Mgmt. Configuration Mgmt.

  Priorization / Portfolio Mgmt.

  HR Mgmt. Customer Service Desk

   Integrated provider file

  Request for Change Financial Mgmt. Strategy, Policies, Culture, ...

  Provider Mgmt.

  Service Level Mgmt.

  Status: Idea Status: Feedback Status: Prototype Status: Product Status: Definition Status: 2nd Cust

   Automated RFQ/RFP Status: Product

   Price lists

   Tracking of provider performance

Status: 1st Cust

  Helpdesk/ Service Desk Strategy, Policies, Culture, ...

   Service Level HR Provider

  Classification, queues, workflow and routing Mgmt. Mgmt. Mgmt. according to industry standards & best practices

  Customer Customer Incident Service Desk Service Desk Ticket Mgmt.

   Priorization / Request Problem

  Option to use OTRS Ticket tracker as a front-end

  RfC Mgmt.

   Portfolio for Change Mgmt.

  Integrated with Inventory / Configuration

  Project Project Proposals Project Mgmt.

  Database

   Configuration Release Change Software Mgmt. Mgmt. Mgmt. Development

  Integration with Problem & Change Management: Financial Mgmt. 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

   Status: Idea Integration with finance (timesheet), HR, Release

  Status: Definition Management (assign tickets to releases)

  Status: Prototype Status: Feedback Status: 1st Cust Status: 2nd Cust

  Status: Product Status: Definition

  

  HR Mgmt. Customer Service Desk

  Priorization / Portfolio Mgmt.

  Ticket RfC

  

] po [ will not implement it’s own ConfDB. Instead, ] po [ will rely on

external applications including:

  Incident Mgmt. Problem Mgmt. Project Mgmt. Configuration Mgmt.

  Service Level Mgmt.

  Provider Mgmt.

  Request for Change Financial Mgmt. Strategy, Policies, Culture, ...

• – OCS Inventory

  Project Proposals

• – H-Inventory
• – Peregrine and other closed-source tools

  Status: 1st Cust Status: Idea Status: Feedback Status: Prototype Status: Product Status: Definition Status: 2nd Cust

  Change Mgmt. Project

   Configuration Management

  Software Development

  Release Mgmt.

Status: 1st Cust

  HR Mgmt. Customer Service Desk

  Priorization / Portfolio Mgmt.

  Ticket RfC

   ] po [ will not implement it’s own Network Management tools.

  Instead, ] po [ will rely on external applications including:

  Incident Mgmt. Problem Mgmt. Project Mgmt. Configuration Mgmt.

  Service Level Mgmt.

  Provider Mgmt.

  Request for Change Financial Mgmt. Strategy, Policies, Culture, ...

• – Nagios

  Project Proposals

• – Big Brother
• – … other open- and closed-source tools

  Status: Idea Status: Idea Status: Feedback Status: Prototype Status: Product Status: Definition Status: 2nd Cust

  Change Mgmt. Project

   Network Management

  Software Development

  Release Mgmt.

Status: 1st Cust

  HR Mgmt. Customer Service Desk

  Request for Change Financial Mgmt. Strategy, Policies, Culture, ...

  Ticket RfC

  Incident Mgmt. Problem Mgmt. Project Mgmt. Configuration Mgmt.

   ] po [ includes a basic Release Management module

  Priorization / Portfolio Mgmt.

  Service Level Mgmt.

  Provider Mgmt.

• – Definition of software releases

  Project Proposals

• – Mapping of RfC and Helpdesk tickets to eleases

  Status: 1st Cust Status: Idea Status: Feedback Status: Prototype Status: Product Status: Definition Status: 2nd Cust

   Release Management

  Change Mgmt. Project

  Software Development

  Release Mgmt.

• – Integration status per release item

Status: 1st Cust

   Change Management

  Project Proposals

  Release Mgmt.

  Software Development

  Ticket RfC

  Change Mgmt. Project

  Incident Mgmt. Problem Mgmt. Project Mgmt. Configuration Mgmt.

  Priorization / Portfolio Mgmt.

  HR Mgmt. Customer Service Desk

   Requests for Change (RfCs) of various types

  Request for Change Financial Mgmt. Strategy, Policies, Culture, ...

  Provider Mgmt.

  Service Level Mgmt.

  Status: Idea Status: Feedback Status: Prototype Status: Product Status: Definition Status: 2nd Cust

   Dynamic Workflow allowing to configure the flow of RfC tickets Status: 1st Cust

   Priorization and portfolio management

   Dynamic fields per RfC

Status: 1st Cust

   Project Proposals

  Project Proposals

  Release Mgmt.

  Software Development

  Ticket RfC

  Change Mgmt. Project

  Incident Mgmt. Problem Mgmt. Project Mgmt. Configuration Mgmt.

  Priorization / Portfolio Mgmt.

  HR Mgmt. Customer Service Desk

   Self-Service interface for business users to propose projects

  Request for Change Financial Mgmt. Strategy, Policies, Culture, ...

  Provider Mgmt.

  Service Level Mgmt.

  Status: Idea Status: Feedback Status: Prototype Status: Product Status: Definition Status: 2nd Cust

   Dynamic approval WF Status: 1st Cust

   Multiple types of projects with specific fields

Status: 1st Cust

  Software Development Strategy, Policies, Culture, ...

   Service Level HR Provider Mgmt. Mgmt. Mgmt.

  Dynamic approval workflow for development

  Customer Incident Service Desk Ticket Mgmt.

  requests

  Portfolio for Change Mgmt. RfC Mgmt.

   Priorization / Request Problem

  Integration with CVS and SubVersion Mapping of CVS and SubVersion users

   Project Project Proposals Project Mgmt. Configuration Release Change Software Mgmt. Mgmt. Mgmt. Development

  to ]po[ users

   Financial Mgmt.

  Mapping of CVS/ SubVersion modules to modules from configuration management Tracking of software development based on

   schedules from project management.

  Status: Idea Status: Definition Status: Prototype Status: Feedback Status: 1st Cust Status: 2nd Cust

  Status: Product Status: Idea

  

   Implementation & (HR) Change Management 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.

   Implementation & Change Mgmt Tool-Driven Implementation

Common knowledge

   by a people-approach and change management.

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

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(?) 

  Tool-Driven Implementation

Start with valuable information

• – Start with the Service Desk – Import valuable import from legacy systems

Start with regulatory requirements

• – Accounting requirements may enforce inventory control
• – Sarbanes-Oxley may require strict release management control

• – License management after users have been trapped illegally installing software.

   Examples:

   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.

   Example:

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

   Contract external auditors to check compliance

   Regulatory requirements are coercively imposed on companies. Users tend to accept these regulations more easily then management policies.  Examples:

   Examples:

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

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

Start where the money comes from

• – 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

• – Server and Network uptime for IT operation's group
• – First-level resolution percentage for helpdesk staff

   Implementation & Change Mgmt

   Bonus Slides About Us ] project-open [

  3 Core-Team, Σ50 years in IT,

   >30 partners in 15 countries Product: Shrink-wrapped Open-

   Source Project Management

OpenACS

   developers Driven by ~20 small web

  12.000 Members, ~1000 active

   companies OpenACS Products: dotLrn e-

   learning platform, plethora of semi-working modules 

Other

  BigBrother Sys Mgmt.

  

  

   Freelance Invoicing

  Timesheet Invoicing Timesheet Mgmt.

  Automatic Invoicing Existing ] po [ Modul es

  Full-Text Search Automatic Testing

  Room Reservation

  Application Services

  E- Commerce CMS bDAV

  SOAP &

  XML-RPC Surveys Glossary Web-Mail

  Blog Recruiting Workflow

  CVS Postfix/ Sendmail Database

  Replication Mondrian Data- Warehouse

  

  

  

  

  

  

  

   Calendar

  Web Server Database

  

  

   Application Modules

  

  

  

  

   Operating System Search

  Engine Revers Proxy

   Platform Services

The ] po [ “Ecosystem” Resource, Contacts

  ] po [ Customers & Knowledge

  ] [ po ] po [ Partners

  AOLServer Collaborators & Team

  