iTOP is an open source IT operations portal designed with ITIL best practices in mind. It allows users to document IT infrastructure, manage incidents, changes, and services. The presentation highlights iTOP's modules for configuration management, incident management, change management, and service management. Specifically, it describes how iTOP can be used to manage contacts, locations, infrastructure like servers and applications, and track the lifecycles of incidents, changes, and services.

1. iTOP
COMBODO
Amit Lanjewar (17030241021)
Mugdha Marathe (17030241022)
Rohit Mishra (17030241023)
Moonmoon Mandal (17030241024)

2. Agenda
• About iTOP
• What iTOP can do
• CMDB Module
• Incident Management Module
• Service Management Module
• Change Management Module
• Demo

3. About iTOP
• Stands for IT Operational Portal
• Open Source web application for the day to day
operations
• Designed with the ITIL best practices in mind but
does not dictate any specific process.

4. Using iTop you can
• Document your IT infrastructure and all the relationships
between the various pieces and stakeholders of the
infrastructure (servers, applications, network devices, virtual
machines, contacts, locations…)
• Manage incidents, user requests, planned outages…
• Document IT services and contracts with external providers
including service level agreements
• Export all the information in a manual or scripted manner
• Mass import (manually and using scripts) or
synchronize/federate any data from external systems

5. iTop Modules
• The basic modules that are included with iTop are :
– Configuration Management
– Incident Management
– Change Management
– Service Management

6. CMDB module
• This module is related to Configuration Management Data Base :-
• It allows IT operators to describe all items they have under their
control. It provides a logical model of the IT infrastructure by
identifying, controlling, maintaining and verifying the version of all
existing Configuration Items (CIs).
• iTop handles:
• Contacts, Team and Workgroups for Incident and Change tickets
• Locations
• Infrastructure (Desktop, Servers, Network devices, Circuits,
Interfaces, Applications, Patches)
• Groups of CI

7. Managing Contacts
• Managing Contacts When you click on “Contacts” in the Explorer bar, you get a
dashboard summarizing information about contacts:
• A person belongs to only one location and one organization

8. Managing person
• A person is anybody that needs to be documented in the CMDB. “Persons” menu
display all people belonging to selected organization. A person belongs to only one
location and one organization.

9. • To create a new person you just have to click on “New” in action drop down list,
from either person list or a given person detail. Following wizard then appears:

10. Managing team
• “Teams” menu display all teams belonging to selected organization.

11. Managing Locations
• “Location” menu displays all locations belonging to selected organization

12. Managing Infrastructures
• An infrastructure represents all hardware or software items installed in your IT
• MANAGING PCs

13. Managing Servers
• “All Servers” menu displays all servers documented for the selected organization.

14. Managing Applications
• “All Applications” menu displays all installed application documented for the
selected organization

15. Managing Network Devices

16. Other sub modules in CMDB
• MANAGING PATCHES
• MANAGING INTERFACE
• MANAGING CIRCUITS
• MANAGING GROUPS

17. INCIDENT MANAGEMENT
• SERVICE OPERATION
– Service operation ensures that
services are being provided
efficiently and effectively as per
SLAs. It includes monitoring
services, resolving incidents,
fulfilling requests and carrying
out operational tasks

18. Steps to be taken when incident occurs

19. Incident life cycle

20. Viewing Incident

21. Creatingincident
AddingImpactedInfrastructure
Enteringtheimpact

22. Updating Incident
Assigning or re-
assigning a ticket to
workgroup or agent
Working on
an incident
ticket

23. Closing an Incident
ticket
Incident Dashboard

24. Service Management
• The service management module allows service manager
to deal with the service definition and provider manager
to manage their contract with third party provider.
• It allows documenting all services provided by a given
provider, and which organization is using it.
• You can also document all your contracts with service
providers, which infrastructure are covered, cost of the
service, and contacts managing it.

25. Service LifeCycle

26. Change Management
• Supports the structured processing of changes using
predefined steps and procedures.
• The change management module allows change
manager, change supervisor and change
implementer to deal with changes occurring in your
IT as described in ITIL best practices.
• It allows those people to define which infrastructure
will be impacted, and who will need to be notified.

27. • Viewing changes
• Creating a new change
• Updating a change
• Validating a change
• Planning a cha
• Approving a changenge
• Implemeting a change
• Change Dashboard