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OpenITSM - IT Service Management with Open Source
 

OpenITSM - IT Service Management with Open Source

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Building a infrastructure for modern systems management can be a very expensive project - with commercial software. But Open Source can be an alternative, because today there are tools for all ...

Building a infrastructure for modern systems management can be a very expensive project - with commercial software. But Open Source can be an alternative, because today there are tools for all important service management processes available. The speach gives an overview about the most mature tools for Incident & Problem Management, Event Management, Operations Management, Service Desk and CMDB.

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    OpenITSM - IT Service Management with Open Source OpenITSM - IT Service Management with Open Source Presentation Transcript

    • OpenITSM - IT Service Management with Open Source Software 03.02.2011 – CloudExpo London Speaker: Julian Hein
    • http://www.netways.de NETWAYS§  Founded 1995§  26 full time employees§  Headquarter Nuremberg, Germany§  Focus on Open Source in §  Systems Management §  Enterprise IT InfrastructureNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Key Areas Open Source Solutions Systems Management Enterprise IT Infrastructure §  Monitoring §  High Availability §  Performance Management §  Cluster Solutions §  Configuration Management §  Load Balancing §  Service Management §  Virtualization §  Knowledge Management §  Storage Solutions §  Asset Management §  Firewalls §  Identity Management §  Databases §  Backup & Datensicherung §  Voice over IP Consulting Managed Services EventsNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Key Areas Open Source Solutions Systems Management Enterprise IT Infrastructure Consulting Managed Services Events §  Projects §  Premium Hosting §  Conferences §  Consulting §  Managed §  Workshops Monitoring §  In-house Training §  Development §  Managed Backup §  Classroom Training §  Implementation §  Managed Servers §  Integration §  Outsourcing §  On Site §  RemoteNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Conferences 3. Open Source Datacenter Conference (OSDC) §  Focus on Automation and Systems Management §  April, 06 & 07 -> http://netways.de/osdc 6. Open Source Monitoring Conference (OSMC) §  Monitoring Tools, Techniques and Best Practices §  October, 06 & 07 -> http://netways.de/osmcNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de CustomersNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Open Source Commitment§  Service business model§  All our software is Open Source§  Monitoring AddOns§  Support Icinga (a Nagios Fork)§  Portal http://monitoringexchange.org§  Community Site http://netways.orgNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Do we still need ITSM?NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de http://geekandpoke.typepad.com/NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de http://geekandpoke.typepad.com/NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Lots of challenges for everyone Providers of clouds Users of clouds§  Monitor their physical IT §  Private Cloud: Manage assets and virtual machines everything yourself§  Manage their physical and §  Iaas & PaaS: Manage you virtual machines plattform or applications§  Measure and report service §  Measure Service Level levels and utilization to Agreements customers §  Provide a central service§  Provide a central service desk for internal users desk for customersNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de ITSM Areas Monitoring Configuration Visualization Service CMS Operations Management Management Reporting Management CMDB Incident Nagios / Avail. Network Config. Reporting Mngt. CMDB Monitoring Icinga Mngt. Collect. Problem Mngt. Event Perform. Version Asset ETL Mngt. Mngt. Mngt. Mngt. Change Mngt. Business Config. Visuali- End2End Knowledge Process Deploy zation Mngt. Messaging Layer DWH Monitor Tickets Events SLAs CIs UpdatesNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Monitoring w. Nagios / Icinga§  Monitoring System for Server and Services§  Monitoring of objects through plugins§  Very flexible communication layer§  Webinterface for presentation and reporting §  Birds Eye Overview §  Details of single objects§  Flexible notification system §  Channels: Email, Text, Voice Call §  Configuration: Contacts, Groups, Intervalls, Daytime, Escalations§  Distributed Monitoring§  High AvailabilityNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Basic Setup of Nagios & Icinga Daemon Plugins§  Central Framework §  Actual Monitorinfg§  Configuration & Scheduling §  Exe, Scripts, Agents§  Webinterface §  Status Code OK, WARNING, CRITICAL§  Notifications §  Additional Info§  Logfiles 2% free on /dev/sda1§  Event HandlerNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Nagios Tactical OverviewNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Nagios Webinterface DetailsNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de What is Icinga?§  Community Fork of Nagios§  Started May 2009§  Components & Teams Icinga Add §  Icinga-core Web Ons §  Icinga-web §  Icinga-docs Icinga API§  Compatible to Nagios §  Plugins Icinga Core Icinga §  Configuration Syntax DB §  AddOns http://www.icinga.org §  DatabaseNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Icinga Webinterface http://alpha.icinga.orgNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Icinga StatusmapNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Plugin HeatmapNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de ITSM Areas Monitoring Configuration Visualization Service CMS Operations Management Management Reporting Management CMDB Incident Avail. Network Config. Reporting Mngt. CMDB Monitoring Mngt. Collect. Problem Mngt. Event Perform. Version Asset EventDB ETL Mngt. Mngt. Mngt. Mngt. Change Mngt. Business Config. Visuali- End2End Knowledge Process Deploy zation Mngt. Messaging Layer DWH Monitor Tickets Events SLAs CIs UpdatesNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Event Management: EventDB§  One Interface for Events §  Logfiles §  E-Mails §  SNMP Traps§  Analyze Events §  Type of event §  # of Events http://www.netways.org §  Time and period §  Full text search §  Correlate Error & OK message§  Integration in Nagios and IcingaNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Integration with other applications§  Monitoring §  Notify based on events §  Link events to hosts in monitoring §  Integration in monitoring web interface§  CMDB §  Integration of current status in CMDB §  Integration of historic states in CMDB§  Ticketing §  Integrate events in TicketsNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de ITSM Areas Monitoring Configuration Visualization Service CMS Operations Management Management Reporting Management CMDB Incident Avail. Network Config. Reporting Mngt. CMDB Monitoring Mngt. Collect. Problem Mngt. Event Perform. Grapher Version Asset ETL Mngt. Mngt. V2 Mngt. Mngt. Change Mngt. Business Config. Visuali- End2End Knowledge Process Deploy zation Mngt. Messaging Layer DWH Monitor Tickets Events SLAs CIs UpdatesNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Performance Management: Grapher V2 §  Use data from monitoring system §  Create dynamic performance charts §  MySQL Backend §  AJAX web interface §  Realtime §  Dashboards §  Multi Graphs §  Calculationshttp://www.netways.org §  Integration in monitoring NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Aufgabenstellung Monitoring Configuration Visualization Service CMS Operations Management Management Reporting Management CMDB Incident Avail. Network Config. Reporting Mngt. CMDB Monitoring Mngt. Collect. Problem Mngt. Event Perform. Version Asset ETL Mngt. Mngt. Mngt. Mngt. Change Mngt. Business Business Config. Visuali- Process End2End Knowledge Process Deploy zation View Mngt. Messaging Layer DWH Monitor Tickets Events SLAs CIs UpdatesNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Business Processes§  Business Process View§  Aggregate single items into business processes§  Hierarchical tree views§  And / Or§  Drilldown through elements§  Simulate problemsNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de ITSM Areas Monitoring Configuration Visualization Service CMS Operations Management Management Reporting Management CMDB Incident Avail. Network Config. Reporting Mngt. CMDB Monitoring Mngt. Collect. Problem Mngt. Event Perform. Version Asset ETL Mngt. Mngt. Mngt. Mngt. Change Mngt. Business Config. Visuali- End2End AutoIT Knowledge Process Deploy zation Mngt. Messaging Layer DWH Monitor Tickets Events SLAs CIs UpdatesNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de End 2 End Monitoring: AutoIT§  Open Source automation tool for Windows§  Simulates complex user actions§  Checks a whole process chain, e.g. §  Open Outlook & send mail §  Start SAP GUI §  Log into terminal server and start apps§  Log transaction time http://www.autoitscript.com§  Forward results to Nagios / IcingaNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de ITSM Areas Monitoring Configuration Visualization Service CMS Operations Management Management Reporting Management CMDB Incident Avail. Network RANCID Config. Reporting Mngt. CMDB Monitoring Mngt. Collect. facter Problem CVS Mngt. Event Perform. Version Asset SVN ETL Mngt. Mngt. Mngt. Mngt. GIT Change Mngt. Business Config. Puppet Visuali- End2End Knowledge Process Deploy Chef zation Mngt. Messaging Layer DWH Monitor Tickets Events SLAs CIs UpdatesNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Configuration Management§  Get Configurations §  Collect configuration from distributed systems §  RANCID (Network Devices) §  facter (Linux, Puppet) §  opsi (Windows)§  Manage Configurations §  Store and track configuration files §  Version Control Systems, e.g. CVS, SVN oder GIT§  Deploy Configurations §  Deploy changes to multiple and heterogenic Systems §  Configuration Management Systems, e.g. Puppet, Chef, opsiNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Integration with other applications§  Monitoring §  Track success / failure of changes §  Monitor unauthorized changes§  CMDB §  Create config data from CMDB entries §  Send inventory data to CMDB§  Ticketing §  Implement authorization workflow §  Track changes in ticketing system §  Auto generate changes from ticketsNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de ITSM Areas Monitoring Configuration Visualization Service CMS Operations Management Management Reporting Management CMDB Incident Avail. Network Config. Reporting Mngt. CMDB i-doit Monitoring Mngt. Collect. Problem Mngt. Event Perform. Version OCS / H Asset ETL Mngt. Mngt. Mngt. Inventory Mngt. Change Mngt. Business Config. Visuali- End2End Knowledge Process Deploy zation Mngt. Messaging Layer DWH Monitor Tickets Events SLAs CIs UpdatesNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de CMDB: i-doit§  ITIL Configuration Management Database§  Document all existing configuration items §  Technical documentation §  Dependencies b/w CI §  Business data§  History§  Any level of details§  Extendable §  Licence Management §  SLA Management http://www.i-doit.orgNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Integration with other applications§  Integration w/ Monitoring §  Display of current status from monitoring §  Integration of historic states into CI logbook §  Generation of configuration for the monitoring system§  Integration w/ Ticketing §  Select Configuration Items in ticketing system §  Display all incidents, problems und changes (open & resolved)§  Integration w/ Asset Management §  Get hardware data from asset management §  Store hardare data in CMDB §  Detect unauthorized hardware changesNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de ITSM Areas Monitoring Configuration Visualization Service CMS Operations Management Management Reporting Management CMDB Incident Avail. Network Config. Request Reporting Mngt. CMDB Monitoring Mngt. Collect. Tracker Problem Mngt. Event Perform. Version Asset ETL Mngt. Mngt. Mngt. OTRS Mngt. Change Mngt. Business Config. Visuali- End2End Knowledge Process Deploy zation Mngt. Messaging Layer DWH Monitor Tickets Events SLAs CIs UpdatesNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Service Management: Request Tracker / OTRS§  Implement the most important ITIL processes §  Request Fulfilment §  Incident Management §  Problem Management §  Change Management§  Main features §  Assign ticket id no. §  Store history and comm. §  Assign to owner §  Track progress §  Priorisation & classification §  Resolve tickets §  Statistics & reporting http://bestpractical.com/rt/NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Integration with other applications§  Integration w/ monitoring system §  Create tickets not mails §  Processing of alerts from monitoring system §  Resolve tickets if problem goes away§  Monitor ticketing system §  Availability §  Monitor service levels and reaction time §  Escalate tickets with high priority§  Integrate with CMDB §  Assign Tickets to CIs §  Integrate tickets into CI historyNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de ITSM Areas Monitoring Configuration Visualization Service CMS Operations Management Management Reporting Management CMDB Incident Avail. Network Config. Reporting Mngt. CMDB Monitoring Mngt. Collect. Problem Mngt. Event Perform. Version Asset ETL Mngt. Mngt. Mngt. Mngt. Change Mngt. Business Config. Visuali- End2End Knowledge Process Deploy zation Wiki Mngt. Messaging Layer DWH Monitor Tickets Events SLAs CIs UpdatesNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Aufgabenstellung Monitoring Configuration Visualization Service CMS Operations Management Management Reporting Management CMDB Incident Avail. Network Config. Reporting Mngt. CMDB Monitoring Mngt. Collect. Problem Mngt. Event Perform. Version Asset ETL Mngt. Mngt. Mngt. Mngt. Change Mngt. Business Config. Visuali- End2End Knowledge Process Deploy zation Mngt. Message Bus Mule ESB DWH Monitor Tickets Events SLAs CIs UpdatesNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Mule Enterprise Service Bus§  Single communication layer§  Safe transmission of messages b/w different endpoints§  Interfaces for different services (DB, Files, FTP, etc.)§  Routing, transformation & monitoring FTP RDBMS Applikation Enterprise Service Bus Mail Webservice Monitoring http://www.mulesoft.com/NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Scenarios and Advantages§  Send monitoring status to central system§  Send commands FTP RDBMS Applikation§  Generate tickets and alerts Enterprise Service Bus§  Integrate different applications Mail Webservice Monitoring§  Reduces messaging complexity§  Safe transport of messages (think email)§  Message spooling§  Routing of messages e.g. by contentNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de ITSM Areas Monitoring Configuration Visualization Service CMS Operations Management Management Reporting Management CMDB Incident Avail. Network Config. Reporting Mngt. CMDB Monitoring Mngt. Collect. Problem Mngt. Event Perform. Version Asset ETL Mngt. Mngt. Mngt. Mngt. Change Mngt. Business Config. Visuali- End2End NagVis Knowledge Process Deploy zation Mngt. Messaging Layer DWH Monitor Tickets Events SLAs CIs UpdatesNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Visualisation: NagVis§  Live, realtime visualisation of monitoring data§  Individual graphics with live status§  Single objects or groups§  Hierarchical maps and drill down§  Display process or complex systems http://www.nagvis.org/NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Hardware MonitoringNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Complex setup, e.g. SANNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de VM SetupNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de ITSM Areas Monitoring Configuration Visualization Service CMS Operations Management Management Reporting Management CMDB Incident Avail. Network Config. Jasper Reporting Mngt. CMDB Monitoring Mngt. Collect. Reports Problem Mngt. Event Perform. Version Asset Talend ETL Mngt. Mngt. Mngt. Mngt. Change Mngt. Business Config. Visuali- End2End Knowledge Process Deploy zation Mngt. Messaging Layer MySQL DWH Monitor Tickets Events SLAs CIs UpdatesNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Relationships between ITSM objects Monitoring CMDB Updates Host Host Host Customer Stammdaten Ticketing Customer Contact ContactNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Jasper Reports§  Create reports §  Java client §  Creation w/ realtime preview §  WYSIWYG layout §  Multiple diagram types: pie, line, balken §  Advanced feature: grouping, parameters, subreports§  Report distribution §  Channels: Webserver, Mail, on demand §  Formats: PDF, HTML, Excel, Word, Flash §  SchedulingNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Example Report http://www.jaspersoft.com/deNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de ITSM Areas Monitoring Configuration Visualization Service CMS Operations Management Management Reporting Management CMDB Icinga Nagios / Open Puppet RANCID Jasper Jasper Request Icinga NMS facter Reports i-doit i-doit Nagios Chef Reports Tracker CVS Event Grapher Grapher SVN SVN Talend OCS EventDB Talend OTRS DB V2 V2 GIT ETL Inventory GIT Business Puppet H BPV Process AutoIT AutoIT RANCID Chef NagVis NagVis Wiki Inventory View Mule ESB MySQL Monitor DWH Monitor Tickets Tickets Events Events SLAs SLAs CIs CIs Updates UpdatesNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
    • http://www.netways.de Any questions? http://netways.co.uk julian.hein@netways.deNETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de