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.

1. OpenITSM - IT Service Management
with Open Source Software
03.02.2011 – CloudExpo London
Speaker: Julian Hein

2. http://www.netways.de
NETWAYS
§ Founded 1995
§ 26 full time employees
§ Headquarter Nuremberg, Germany
§ Focus on Open Source in
§ Systems Management
§ Enterprise IT Infrastructure
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

3. 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 Events
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

4. 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
§ Remote
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

5. 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/osmc
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

6. http://www.netways.de
Customers
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

7. 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.org
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

8. http://www.netways.de
Do we still need ITSM?
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

9. http://www.netways.de
http://geekandpoke.typepad.com/
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

10. http://www.netways.de
http://geekandpoke.typepad.com/
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

11. 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 customers
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

12. 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 Updates
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

13. 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 Availability
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

14. 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 Handler
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

15. http://www.netways.de
Nagios Tactical Overview
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

16. http://www.netways.de
Nagios Webinterface Details
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

17. 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
§ Database
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

18. http://www.netways.de
Icinga Webinterface
http://alpha.icinga.org
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

19. http://www.netways.de
Icinga Statusmap
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

20. http://www.netways.de
Plugin Heatmap
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

21. 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 Updates
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

22. 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 Icinga
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

23. 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 Tickets
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

24. 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 Updates
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

25. 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
§ Calculations
http://www.netways.org
§ Integration in monitoring
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

26. 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 Updates
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

27. http://www.netways.de
Business Processes
§ Business Process View
§ Aggregate single items into
business processes
§ Hierarchical tree views
§ And / Or
§ Drilldown through elements
§ Simulate problems
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

28. 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 Updates
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

29. 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 / Icinga
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

30. 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 Updates
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

31. 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, opsi
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

32. 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 tickets
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

33. 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 Updates
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

34. 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.org
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

35. 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 changes
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

36. 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 Updates
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

37. 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

38. 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 history
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

39. 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 Updates
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

40. 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 Updates
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

41. 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

42. 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 content
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

43. 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 Updates
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

44. 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

45. http://www.netways.de
Hardware Monitoring
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

46. http://www.netways.de
Complex setup, e.g. SAN
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

47. http://www.netways.de
VM Setup
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

48. 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 Updates
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

49. http://www.netways.de
Relationships between ITSM objects
Monitoring CMDB Updates
Host Host Host
Customer
Stammdaten
Ticketing Customer
Contact Contact
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

50. 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
§ Scheduling
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

51. http://www.netways.de
Example Report
http://www.jaspersoft.com/de
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

52. 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
Updates
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de

53. http://www.netways.de
Any questions?
http://netways.co.uk
julian.hein@netways.de
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de