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GNE – IT Business Solutions § www.gne.de § info@gne.de
OpenSource IT Servicemanagement
Philipp Deneu
GNE – IT Business Solutions § www.gne.de § info@gne.de
GNE GMBH
INTRODUCTING
GNE – IT Business Solutions § www.gne.de § info@gne.de
Philipp Deneu
■  Head of Operations, Consultant, Trainer
■  more ...
GNE – IT Business Solutions § www.gne.de § info@gne.de
GNE GmbH
■  Founded in 1988
■  14 Employees
■  Specialized in E-M...
GNE – IT Business Solutions § www.gne.de § info@gne.de
Expertise
■  Open Source Monitoring
■  Storage and Datacenter Man...
GNE – IT Business Solutions § www.gne.de § info@gne.de
Agenda
■  Facts of IT Servicemanagement
■  Why to use OpenSource ...
GNE – IT Business Solutions § www.gne.de § info@gne.de
GNE – IT Business Solutions § www.gne.de § info@gne.de
Reference: http://www.saperionblog.com/lang/
de/business-process-...
GNE – IT Business Solutions § www.gne.de § info@gne.de
IT SERVICEMANAGEMENT
Facts of ITSM
GNE – IT Business Solutions § www.gne.de § info@gne.de
IT Servicemanagement
■  What is it?
–  entitiy of methods and pro...
GNE – IT Business Solutions § www.gne.de § info@gne.de
OSS
Why to use OpenSource Software?
GNE – IT Business Solutions § www.gne.de § info@gne.de
Benefits of OSS
■  community driven development
–  features mostl...
GNE – IT Business Solutions § www.gne.de § info@gne.de
OSS + ITSM
ITSM becomes familar with OSS
GNE – IT Business Solutions § www.gne.de § info@gne.de
OSS + ITSM
Operations
Management
Configuration
Management
Service...
GNE – IT Business Solutions § www.gne.de § info@gne.de
OPERATIONS MANAGEMENT
OSS + ITSM
GNE – IT Business Solutions § www.gne.de § info@gne.de
OSS + ITSM
Operations
Management
Configuration
Management
Service...
GNE – IT Business Solutions § www.gne.de § info@gne.de
Icinga
■  OpenSource Network- and Systemmonitoringsolution
■  Fou...
GNE – IT Business Solutions § www.gne.de § info@gne.de
Icinga
■  Availibilty montoring for any kind of network devices
■...
GNE – IT Business Solutions § www.gne.de § info@gne.de
Icinga
GNE – IT Business Solutions § www.gne.de § info@gne.de
PNP4Nagios
GNE – IT Business Solutions § www.gne.de § info@gne.de
Icinga
■  Support for a lot of monitoring tasks
■  Hardware
–  SN...
GNE – IT Business Solutions § www.gne.de § info@gne.de
Icinga
■  Application Monitoring Support
–  Databases (MySQL, Pos...
GNE – IT Business Solutions § www.gne.de § info@gne.de
Icinga-Web
■  Modern and flexible webinterface
■  Support for Ent...
GNE – IT Business Solutions § www.gne.de § info@gne.de
Icinga-Web
GNE – IT Business Solutions § www.gne.de § info@gne.de
Icinga Web BPM
■  Business Process Monitoring based on monitoring...
GNE – IT Business Solutions § www.gne.de § info@gne.de
Icinga Mobile
GNE – IT Business Solutions § www.gne.de § info@gne.de
OSS + ITSM
Operations
Management
Configuration
Management
Service...
GNE – IT Business Solutions § www.gne.de § info@gne.de
Jasper Reporting
■  Comercial Reporting Solution with proper func...
GNE – IT Business Solutions § www.gne.de § info@gne.de
Icinga Reporting
■  Jasper Reporting <> Icinga
■  SLA Reporting w...
GNE – IT Business Solutions § www.gne.de § info@gne.de
Icinga Reporting
GNE – IT Business Solutions § www.gne.de § info@gne.de
CONFIGURATION MANAGEMENT
OSS + ITSM
GNE – IT Business Solutions § www.gne.de § info@gne.de
OSS + ITSM
Operations
Management
Configuration
Management
Service...
GNE – IT Business Solutions § www.gne.de § info@gne.de
Puppet
■  Configuration management and deployment
■  Support for ...
GNE – IT Business Solutions § www.gne.de § info@gne.de
OSS + ITSM
Operations
Management
Configuration
Management
Service...
GNE – IT Business Solutions § www.gne.de § info@gne.de
OCS Inventory
■  Asset inventory for windows and linux
■  Webinte...
GNE – IT Business Solutions § www.gne.de § info@gne.de
OCS Inventory
GNE – IT Business Solutions § www.gne.de § info@gne.de
OSS + ITSM
Operations
Management
Configuration
Management
Service...
GNE – IT Business Solutions § www.gne.de § info@gne.de
i-doit
■  ITIL Configuration Management Database
■  Technical Doc...
GNE – IT Business Solutions § www.gne.de § info@gne.de
i-doit
GNE – IT Business Solutions § www.gne.de § info@gne.de
i-doit
GNE – IT Business Solutions § www.gne.de § info@gne.de
SERVICE MANAGEMENT
OSS + ITSM
GNE – IT Business Solutions § www.gne.de § info@gne.de
OSS + ITSM
Operations
Management
Configuration
Management
Service...
GNE – IT Business Solutions § www.gne.de § info@gne.de
OTRS
■  Open Trouble Request System
■  problem / incident managem...
GNE – IT Business Solutions § www.gne.de § info@gne.de
OTRS
GNE – IT Business Solutions § www.gne.de § info@gne.de
OTRS
GNE – IT Business Solutions § www.gne.de § info@gne.de
OTRS
GNE – IT Business Solutions § www.gne.de § info@gne.de
OTRS Mobile
■  REST API
■  Permissons
set in OTRS
GNE – IT Business Solutions § www.gne.de § info@gne.de
OSS + ITSM
Operations
Management
Configuration
Management
Service...
GNE – IT Business Solutions § www.gne.de § info@gne.de
OTRS + ITSM
■  ITIL conform service management
■  Change Manageme...
GNE – IT Business Solutions § www.gne.de § info@gne.de
OTRS + ITSM
■  With integration of included knowledge database
– ...
GNE – IT Business Solutions § www.gne.de § info@gne.de
OTRS + ITSM
GNE – IT Business Solutions § www.gne.de § info@gne.de
OTRS + ITSM
GNE – IT Business Solutions § www.gne.de § info@gne.de
OTRS + ITSM
GNE – IT Business Solutions § www.gne.de § info@gne.de
OSS + ITSM
Operations
Management
Configuration
Management
Service...
GNE – IT Business Solutions § www.gne.de § info@gne.de
Notification Workflow
■  Questions to yourself:
–  Who should be ...
GNE – IT Business Solutions § www.gne.de § info@gne.de
QUESTIONS
OSS ITSM
GNE – IT Business Solutions § www.gne.de § info@gne.de
Our "open" Service
■  Consulting Projects and Workshop
■  Trainin...
GNE – IT Business Solutions § www.gne.de § info@gne.de
?!
GNE GmbH
Brechhofer Straße 1
DE-56316 Raubach
E-Mail: pdeneu@g...
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GWAVACon 2013: Open Source it-service management

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Transcript of "GWAVACon 2013: Open Source it-service management"

  1. 1. GNE – IT Business Solutions § www.gne.de § info@gne.de OpenSource IT Servicemanagement Philipp Deneu
  2. 2. GNE – IT Business Solutions § www.gne.de § info@gne.de GNE GMBH INTRODUCTING
  3. 3. GNE – IT Business Solutions § www.gne.de § info@gne.de Philipp Deneu ■  Head of Operations, Consultant, Trainer ■  more than 10 years in consulting –  Novell, Linux, Collaboration, Messaging, Databases –  Projectmanagement, Systemmanagement
  4. 4. GNE – IT Business Solutions § www.gne.de § info@gne.de GNE GmbH ■  Founded in 1988 ■  14 Employees ■  Specialized in E-Mail and Collaboration, Infrastructure- and Datacentersolutions ■  Partnership for competence:
  5. 5. GNE – IT Business Solutions § www.gne.de § info@gne.de Expertise ■  Open Source Monitoring ■  Storage and Datacenter Management ■  Desktop- and Endpointmanagement ■  Networkinfrastructuredesign and Management ■  Novell and Microsoft Solutions ■  E-Mail and Collaboration Solutions
  6. 6. GNE – IT Business Solutions § www.gne.de § info@gne.de Agenda ■  Facts of IT Servicemanagement ■  Why to use OpenSource Software (OSS)? ■  IT Servicemanagement becomes familiar with OSS ■  Questions
  7. 7. GNE – IT Business Solutions § www.gne.de § info@gne.de
  8. 8. GNE – IT Business Solutions § www.gne.de § info@gne.de Reference: http://www.saperionblog.com/lang/ de/business-process-improvement-durch-die- cloud/1207/
  9. 9. GNE – IT Business Solutions § www.gne.de § info@gne.de IT SERVICEMANAGEMENT Facts of ITSM
  10. 10. GNE – IT Business Solutions § www.gne.de § info@gne.de IT Servicemanagement ■  What is it? –  entitiy of methods and procedures in it-organisations –  organsiation of processes ■  Quality of services should be measurable –  Monitoring, BPM ■  Necessary informations must be accessable by servicedesk (SPOC) –  Ticketing, Inventory, Assets
  11. 11. GNE – IT Business Solutions § www.gne.de § info@gne.de OSS Why to use OpenSource Software?
  12. 12. GNE – IT Business Solutions § www.gne.de § info@gne.de Benefits of OSS ■  community driven development –  features mostly based on community wishes ■  No hard dependencies to vendor ■  very fast return on invest –  tco, workshops, own improvment ■  no license costs
  13. 13. GNE – IT Business Solutions § www.gne.de § info@gne.de OSS + ITSM ITSM becomes familar with OSS
  14. 14. GNE – IT Business Solutions § www.gne.de § info@gne.de OSS + ITSM Operations Management Configuration Management Service Management Puppet Nagios / Icinga JasperReporting OTRS OTRS + ITSM Notification Workflow OCS Inventory i-doit
  15. 15. GNE – IT Business Solutions § www.gne.de § info@gne.de OPERATIONS MANAGEMENT OSS + ITSM
  16. 16. GNE – IT Business Solutions § www.gne.de § info@gne.de OSS + ITSM Operations Management Configuration Management Service Management PuppetIcinga JasperReporting OTRS OTRS + ITSM Notification Workflow OCS Inventory i-doit
  17. 17. GNE – IT Business Solutions § www.gne.de § info@gne.de Icinga ■  OpenSource Network- and Systemmonitoringsolution ■  Founded in 1999 of Ethan Galstad as Netsaint –  since 2001 Nagios ■  Community fork of Icinga in 2009 –  large german community (www.monitoring-portal.org)
  18. 18. GNE – IT Business Solutions § www.gne.de § info@gne.de Icinga ■  Availibilty montoring for any kind of network devices ■  Performance Monitoring ■  Monitoring of devices and services ■  Realtime Notifications ■  Network Documentation ■  Proof of availablity (SLA Reporting)
  19. 19. GNE – IT Business Solutions § www.gne.de § info@gne.de Icinga
  20. 20. GNE – IT Business Solutions § www.gne.de § info@gne.de PNP4Nagios
  21. 21. GNE – IT Business Solutions § www.gne.de § info@gne.de Icinga ■  Support for a lot of monitoring tasks ■  Hardware –  SNMP, Vendoragents, Environmental (Aircondition, Temperature, Humanidtiy) ■  Operation Systems –  CPU, Disk Usage, Memory, Swap, Performancecounter... –  Logfiles, Eventlog, SNMPTraps... ■  Networkservices –  DNS, FTP, SMTP, HTTP, IMAP, POP, SSH, LDAP... –  Any TCP or UDP Port
  22. 22. GNE – IT Business Solutions § www.gne.de § info@gne.de Icinga ■  Application Monitoring Support –  Databases (MySQL, PostgreSQL, MSSQL, Sybase, Informix, Oracle, DB2...) –  Messaging and Collobartion Systems (GroupWise, Exchange, Vibe, Sharepoint, Postfix, Notes, Exim...) –  Directory Services (OpenLDAP, eDirectory, ActiveDirectory, SUN LDAP...) –  Web- and Applicationserver (Tomcat, J2EE, WebSphere, Apache, ISS...) ■  Lot of Plugins from community or own scripts in any additional language –  Perl, JavaScript, VBScript, PowerShell, C (++)....
  23. 23. GNE – IT Business Solutions § www.gne.de § info@gne.de Icinga-Web ■  Modern and flexible webinterface ■  Support for Enterpriseinfrastructures ■  Authentication to directory services and/or interal database ■  Multitenant ■  Distributed Monitoring
  24. 24. GNE – IT Business Solutions § www.gne.de § info@gne.de Icinga-Web
  25. 25. GNE – IT Business Solutions § www.gne.de § info@gne.de Icinga Web BPM ■  Business Process Monitoring based on monitoring objects
  26. 26. GNE – IT Business Solutions § www.gne.de § info@gne.de Icinga Mobile
  27. 27. GNE – IT Business Solutions § www.gne.de § info@gne.de OSS + ITSM Operations Management Configuration Management Service Management Puppet Nagios / Icinga JasperReporting OTRS OTRS + ITSM Notification Workflow OCS Inventory i-doit
  28. 28. GNE – IT Business Solutions § www.gne.de § info@gne.de Jasper Reporting ■  Comercial Reporting Solution with proper functional community version –  Jasper Reports Community Version ■  Multiformat Reports (CSV, PDF, DOCX...) ■  Scheduler to automate report generation ■  Interface for lot of engines (MySQL, ODBC, XML...)
  29. 29. GNE – IT Business Solutions § www.gne.de § info@gne.de Icinga Reporting ■  Jasper Reporting <> Icinga ■  SLA Reporting with data and mesuarments from monitoring ■  Predefined Reporting Package –  daily report of system health (morning report) –  SLA Reports (weekly, monthly, yearly and user defined) ■  Integration in Icinga-Web ■  Data retention / data access
  30. 30. GNE – IT Business Solutions § www.gne.de § info@gne.de Icinga Reporting
  31. 31. GNE – IT Business Solutions § www.gne.de § info@gne.de CONFIGURATION MANAGEMENT OSS + ITSM
  32. 32. GNE – IT Business Solutions § www.gne.de § info@gne.de OSS + ITSM Operations Management Configuration Management Service Management Puppet Nagios / Icinga JasperReporting OTRS OTRS + ITSM Notification Workflow OCS Inventory i-doit
  33. 33. GNE – IT Business Solutions § www.gne.de § info@gne.de Puppet ■  Configuration management and deployment ■  Support for Linux / Unix (and also in Windows) ■  Automation of IT tasks ■  Puppet Workcycle –  defintion of desired state of infrastructure –  simulate changes before deployment –  enforcing of configurations and correct drifts –  reporting of deployment tasks ■  operation system indepentend deployments
  34. 34. GNE – IT Business Solutions § www.gne.de § info@gne.de OSS + ITSM Operations Management Configuration Management Service Management Puppet Nagios / Icinga JasperReporting OTRS OTRS + ITSM Notification Workflow OCS Inventory i-doit
  35. 35. GNE – IT Business Solutions § www.gne.de § info@gne.de OCS Inventory ■  Asset inventory for windows and linux ■  Webinterface to mange your servers and workstations
  36. 36. GNE – IT Business Solutions § www.gne.de § info@gne.de OCS Inventory
  37. 37. GNE – IT Business Solutions § www.gne.de § info@gne.de OSS + ITSM Operations Management Configuration Management Service Management Puppet Nagios / Icinga JasperReporting OTRS OTRS + ITSM Notification Workflow OCS Inventory i-doit
  38. 38. GNE – IT Business Solutions § www.gne.de § info@gne.de i-doit ■  ITIL Configuration Management Database ■  Technical Documentation ■  History of all CI's ■  Licence Management
  39. 39. GNE – IT Business Solutions § www.gne.de § info@gne.de i-doit
  40. 40. GNE – IT Business Solutions § www.gne.de § info@gne.de i-doit
  41. 41. GNE – IT Business Solutions § www.gne.de § info@gne.de SERVICE MANAGEMENT OSS + ITSM
  42. 42. GNE – IT Business Solutions § www.gne.de § info@gne.de OSS + ITSM Operations Management Configuration Management Service Management Puppet Nagios / Icinga JasperReporting OTRS OTRS + ITSM Notification Workflow OCS Inventory i-doit
  43. 43. GNE – IT Business Solutions § www.gne.de § info@gne.de OTRS ■  Open Trouble Request System ■  problem / incident management ■  customer database interface (ldap, databases etc.) ■  ticket workflows ■  statistics ■  flexible and customizable
  44. 44. GNE – IT Business Solutions § www.gne.de § info@gne.de OTRS
  45. 45. GNE – IT Business Solutions § www.gne.de § info@gne.de OTRS
  46. 46. GNE – IT Business Solutions § www.gne.de § info@gne.de OTRS
  47. 47. GNE – IT Business Solutions § www.gne.de § info@gne.de OTRS Mobile ■  REST API ■  Permissons set in OTRS
  48. 48. GNE – IT Business Solutions § www.gne.de § info@gne.de OSS + ITSM Operations Management Configuration Management Service Management Puppet Nagios / Icinga JasperReporting OTRS OTRS + ITSM Notification Workflow OCS Inventory i-doit
  49. 49. GNE – IT Business Solutions § www.gne.de § info@gne.de OTRS + ITSM ■  ITIL conform service management ■  Change Management –  changes <> assets ■  Assest Management (CMDB) –  assets <> tickets ■  SLA based ticketing –  defined service times <> tickets
  50. 50. GNE – IT Business Solutions § www.gne.de § info@gne.de OTRS + ITSM ■  With integration of included knowledge database –  OTRS FAQ Module ■  Integration of you system monitoring solution –  System::Monitoring ■  Interface to connect to your CMDB (i-doit)
  51. 51. GNE – IT Business Solutions § www.gne.de § info@gne.de OTRS + ITSM
  52. 52. GNE – IT Business Solutions § www.gne.de § info@gne.de OTRS + ITSM
  53. 53. GNE – IT Business Solutions § www.gne.de § info@gne.de OTRS + ITSM
  54. 54. GNE – IT Business Solutions § www.gne.de § info@gne.de OSS + ITSM Operations Management Configuration Management Service Management Puppet Nagios / Icinga JasperReporting OTRS OTRS + ITSM Notification Workflow OCS Inventory i-doit
  55. 55. GNE – IT Business Solutions § www.gne.de § info@gne.de Notification Workflow ■  Questions to yourself: –  Who should be informed by monitoring? –  Which events should be send to which attemptes? –  Which way of notification should be used? ■  Icinga –  based on escalation level, event level (normal, warning, critical) –  inform by e-mail, sms, phone call ■  OTRS –  Manage notifcations based on queues and defined agents
  56. 56. GNE – IT Business Solutions § www.gne.de § info@gne.de QUESTIONS OSS ITSM
  57. 57. GNE – IT Business Solutions § www.gne.de § info@gne.de Our "open" Service ■  Consulting Projects and Workshop ■  Trainings ■  Support Contracts –  Troubleshooting –  Hosting –  Remote / OnSite Support
  58. 58. GNE – IT Business Solutions § www.gne.de § info@gne.de ?! GNE GmbH Brechhofer Straße 1 DE-56316 Raubach E-Mail: pdeneu@gne.de Web: http://www.gne.de Twitter: http://twitter.com/gne_it Questions
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