ePractice workshop on Open Source Software, 7 April 2011 - Davide Dalle Carbonare

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Presentation by Davide Dalle Carbonare, The SLA Approach.

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ePractice workshop on Open Source Software, 7 April 2011 - Davide Dalle Carbonare

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

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