Spago4Q at ePractice 2011 workshop "Open Source: Its place in a cross-border environment"
www.spago4q.org The SLA approach in open source quality improvement in products & projects realization and in services supply through an effective OSS measuring and monitoring platform. ePractice workshop Open Source: Its place in cross-border environment Brussels, 7th April 2011 Gabriele Ruffatti – Sergio Oltolina – Davide Dalle Carbonare This opera is licensed under awww.eng.it Creative Commons 3.0 Unported License
www.spago4q.org Goal Public Administrations Goal To purchase quality from services providers in order to provide quality services to citizens, to enterprises and to its employees customer customer provider provider ICT provider PA Citizens service service acquisition delivery Quality Shall • be correlated to the goals of the delivery process • allow to formalize the requested service level • allow to verify the attained service level in a total transparent way for all the involved actors 2 www.eng.it
www.spago4q.org Guideline Guideline Quality levels must combine and integrate all the activities of the ICT delivery process providing total transparency Tool SLAs and quality indicators, allowing to: • provide operational goals with measurable results • monitor the supply lifecycle and all ICT services activities • monitor quality over time 3 www.eng.it
www.spago4q.org Spago4Q Use Cases for Public Administration DG Regional Policy Veneto Region European Commission, Brussels Italy Goals • Avoid misalignments between the development and the business services • Joint evaluation of software and hardware vendors • Computation of SLAs e KPIs (continuous and proactive monitoring) • Root cause analysis • Reports sharing and acceptance process 4 www.eng.it
www.spago4q.org Infrastructure ICT Reports Services Extraction Delivery The free/open source platform Dashboards to measure, analyze and monitor quality of products, processes and services Configuration SLA & KPI Quality Models 5 www.eng.it
www.spago4q.org Spago4Q Use Case – Veneto Region SLAs & KPIs ICT Services MonitoringSoftware development Software maintenance System & Application Reporting Monitoring Service Desk Portal integration Transparency 6 www.eng.it
www.spago4q.org SLAs & Quality Indicators SLAs definitions based on • models proposed by DigitPA, Italy (www.digitpa.gov.it) • quality models by product (ISO 9216, …) • quality models by process (ITIL v3, CMMI for service, CMMI for development, …) Qualipso Assessment Framework – www.qualipso.org • OMM – Open Source Maturity Model (development process) • MOSST – Model of Open Source Software Trustworthiness (product) • OP2A – Open source Product Portal Assessment (web site communication) Qualipso Labeling service provided by the Qualipso Competence Centers 7 www.eng.it