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]project-open[ ITSM Development Roadmap

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  • 1. Roadmap Open-Source IT Service Management February 2008, frank.bergmann@project-open.com 2nd DRAFT
  • 2. Intro
  • 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 Axios Peregrine Oracle SAP Open Source Alfabet SAP OTRS ] project-open [ OCR Gantt Project RT H-Inv. open Proj
  • 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 Gantt Project RT H-Inv. open Proj
  • 5. The ] po [ ITSM Process Map 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
  • 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 Status: Idea Status: Feedback Status: Prototype Status: Product Status: Definition Status: 2nd Cust Status: 1st Cust
  • 7. Roadmap Detailed Development Plans
  • 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
    • Remove any customer specifics
    • Make fully configurable
    • Write manuals
    • Initial version without industry knowledge
    • Rewrite, generalize first implementation
    • Serves as mockup for customer demos
    Definition Prototype Customer Feedback First Customer Second Customer Product Need/ Idea 100% 0% 40% 70% 10% 5% 2% 1% Status: Idea Status: Feedback Status: Prototype Status: Product Status: Definition Status: 2nd Cust Status: 1st Cust 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. 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. Status: Product Status: Idea Status: Feedback Status: Prototype Status: Product Status: Definition Status: 2nd Cust Status: 1st Cust
  • 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. 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. Status: Product Status: Idea Status: Feedback Status: Prototype Status: Product Status: Definition Status: 2nd Cust Status: 1st Cust
  • 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. 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. Status: Product Status: Idea Status: Feedback Status: Prototype Status: Product Status: Definition Status: 2nd Cust Status: 1st Cust
  • 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. 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.
  • 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: Product Status: Idea Status: Feedback Status: Prototype Status: Product Status: Definition Status: 2nd Cust Status: 1st Cust 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.
  • 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. 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.
  • 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. 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. Customer Service Desk Status: Definition Status: Idea Status: Feedback Status: Prototype Status: Product Status: Definition Status: 2nd Cust Status: 1st Cust
  • 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. 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.
  • 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: Idea Status: Feedback Status: Prototype Status: Product Status: Definition Status: 2nd Cust Status: 1st Cust 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.
  • 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. 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.
  • 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: 1st Cust Status: Idea Status: Feedback Status: Prototype Status: Product Status: Definition Status: 2nd Cust Status: 1st Cust 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.
  • 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. 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.
  • 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: Idea Status: Feedback Status: Prototype Status: Product Status: Definition Status: 2nd Cust Status: 1st Cust 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.
  • 22. Implementation & (HR) Change Management
  • 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 perceived “control” of their work.
  • 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(?)
    Tool-Driven Implementation
  • 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 derived from the system.
    • Examples:
      • Server and Network uptime for IT operation's group
      • First-level resolution percentage for helpdesk staff
    Tool-Driven Implementation
  • 26. Bonus Slides
  • 27. About Us
    • ] project-open [
    • 3 Core-Team, Σ50 years in IT, >30 partners in 15 countries
    • Product: Shrink-wrapped Open-Source Project Management
    • OpenACS
    • 12.000 Members, ~1000 active developers
    • Driven by ~20 small web companies
    • OpenACS Products: dotLrn e-learning platform, plethora of semi-working modules
  • 28. Existing ] po [ Modules SoftwareDevelopment Templates Trans- lation CRM Finance Controlling HR System Collaboration,Content & KM OOFrame Security Calendar OpenACSPermission Web Server Database FinanceBase Payroll Skill Database Filestorage OnlineDiscussions IncidentWorkflow BasicAuthentication LDAPAuthentication WorkflowEngine Chat PackageManager AutomaticSoftwareUpdates PostgreSQL Oracle 8i , 9i , 10g PageContracts SQLTemplates OO Model ObjectMetadata Localization Framework ContactMgmt. ReportingEngine Wiki Oracle Intermedia/Text TSearch2 Linux Solaris BSD Windows + CygWin Mac OS Operating System Search Engine AOLServer Pound Revers Proxy DynField Object Extensions Platform Services Profiling & Performance DebuggingSystem Application Modules FormBuilder Portal &Components Mail ServerIntegration ContentManagement Application Services DB-API TCL Quotes &Invoice Payments FinancialReporting Mail ServerIntegration CustomerWeb Reg. MarketingCampaigns CRMTracking AutomaticAudits ISDN TelIntegration ProjectMgmt. Project &Subprojects ProjectControlling TranslationWorkflow TMIntegration FreelanceInvoicing TimesheetInvoicing TimesheetMgmt. AutomaticInvoicing Full-TextSearch Automatic Testing BigBrother Sys Mgmt. Other Room Reservation E- Commerce CMS WebDAV SOAP & XML-RPC Surveys Glossary Web-Mail Blog Recruiting Workflow CVS Postfix / Sendmail Database Replication Mondrian Data- Warehouse
  • 29. The ] po [ “Ecosystem” Resource, Contacts & Knowledge Collaborators & Team ] po [ ] po [ Partners ] po [ Customers AOLServer