2nd DRAFT Roadmap Open-Source IT Service Management February

2nd DRAFT Roadmap Open-Source IT Service Management February 2008, [email protected]

Intro ]project-opem[ 2007, Title / Speaker / 2

Vision and Goal Build an integrated IT Services Management solution that covers all major IT processes Build the solution on a stack of proven open-source building blocks Build the solution on proven methodologies (ITIL, COBIT & PRINCE2) Focus on the human side for easy (HR) change management and implementation HighEnd SAP Tivoli Oracle OpenView Alfabet LowEnd Peregrine MS Project Server Axios ]project-open[ H-Inv. Open Source OCR Software & Hardware Mgmt. OTRS RT Service Mgmt. SAP Financial Mgmt. Gantt open Project Proj Project & Portfolio Mgmt. ]project-opem[ 2007, Title / Speaker / 3

The Value Proposition Integration Provides a one-stop solution for IT management, integrating with important application and replacing 1015 smaller ones. Just like ERP system did to manufacturing companies 20 years ago. Visibility & Transparency Allow business managers and business users to monitor IT projects and IT service operations. Financials & Controlling Introduce a solid financial perspective across all IT activities, with low overhead for employees Business Intelligence Provide managers with indicators, reports and other analysis tools to build an integrated ITSM scorecard ]project-open[ H-Inv. OCR OTRS Software & Hardware Mgmt. RT Service Mgmt. SAP Financial Mgmt. Gantt open Project Proj Project & Portfolio Mgmt. Functional Areas Typical IT Department Apps (to be replaced/integrated by ]po[) Timesheet Management Bug-Tracker/Incident Mgmt. Project Mgmt. Project Portfolio Mgmt. Travel Cost Capturing Provider Management Intranet, Wiki & Blog Controlling/billing Performance/SLA monitoring License Database Configuration database ]project-opem[ 2007, Title / Speaker / 4

The ]po[ ITSM Process Map Strategy, Policies, Culture, . Operational Procedures Service Level Mgmt. Customer Service Desk Request for Change Project Proposals Configuration Mgmt. Release Mgmt. HR Mgmt. Provider Mgmt. Incident Mgmt. Ticket RfC Priorization / Portfolio Mgmt. Project Mgmt. Project Change Mgmt. Problem Mgmt. License Mgmt Software Development Financial Mgmt. ]project-opem[ 2007, Title / Speaker / 5

Current Status of ]project-open[ February 2008 Status: Idea Strategy, Policies, Culture, . Status: Definition Status: Prototype Status: Feedback Status: 1st Cust Status: 2nd Cust Operational Procedures Service Level Mgmt. HR Mgmt. Provider Mgmt. Status: Product Customer Service Desk Request for Change Project Proposals Configuration Mgmt. Release Mgmt. Incident Mgmt. Ticket RfC Priorization / Portfolio Mgmt. Project Mgmt. Project Change Mgmt. Problem Mgmt. License Mgmt Software Development Financial Mgmt. ]project-opem[ 2007, Title / Speaker / 6

Roadmap Detailed Development Plans ]project-opem[ 2007, Title / Speaker / 7

]po[ Product Development Pipeline Status: Idea Status: Definition Status: Prototype Status: Feedback Status: 1st Cust Status: 2nd Cust Status: Product Results from brainstorming, conference, Status: Idea Product definition as PowerPoint slides Status: Definition Status: Prototype “Dynamic Mockup” Status: Feedback Show mockup to customers, conferences, Status: 1st Cust Status: 2nd Cust Implementation driven by customer’s input Status: Product Re-Implementation with product in mind Cleanup and productification Serves as mockup for customer demos Initial version without industry knowledge Inputs: Overall strategy Industry trends & best practices 0% Need/ Idea 1% Rewrite, generalize first implementation 2% 5% Definition Prototype 10% Customer Feedback 40% First Customer 70% Second Customer Remove any customer specifics Make fully configurable Write manuals 100% Product ]project-opem[ 2007, Title / Speaker / 8

General Framework Features 100% Web-Based solution on all major browsers Enterprise-grade security Role-based permission management User management with Active Directory LDAP Integration Scalable up to “active” 20.000 users Easy setup supported by setup wizard Customizable fields for all major objects Email notifications for all major events Integrated reporting engine with CSV export Powerful Workflow engine based on Petri-Nets Indicators for high-level reporting Language, skin, menus and portlet layout configurable per user All important drop-down values configurable throughout the system Supported by a 10.000 user community Strategy, Policies, Culture, . Service Level Mgmt. HR Mgmt. Customer Service Desk Ticket Request for Change RfC Project Proposals Project Configuration Mgmt. Provider Mgmt. Incident Mgmt. Priorization / Portfolio Mgmt. Problem Mgmt. Project Mgmt. Release Mgmt. Change Mgmt. Software Development Financial Mgmt. Status: Idea Status: Definition Status: Prototype Status: Feedback Status: 1st Cust Status: 2nd Cust Status: Product Status: Product ]project-opem[ 2007, Title / Speaker / 9

General Collaboration Features Every project, RfC, ticket, customer, represents an “e-Room” with collaboration modules, capturing knowledge where it is created – Forum, – File storage – Wiki A full-text search engine indexes all major objects. Search results are presented according to the user’s read permissions for the underlying objects (projects, customer, ). FAQ module Global News & open Discussions Strategy, Policies, Culture, . Service Level Mgmt. HR Mgmt. Customer Service Desk Ticket Request for Change RfC Project Proposals Project Configuration Mgmt. Provider Mgmt. Incident Mgmt. Priorization / Portfolio Mgmt. Problem Mgmt. Project Mgmt. Release Mgmt. Change Mgmt. Software Development Financial Mgmt. Status: Idea Status: Definition Status: Prototype Status: Feedback Status: 1st Cust Status: 2nd Cust Status: Product Status: Product ]project-opem[ 2007, Title / Speaker / 10

Project & Portfolio Management Strategy, Policies, Culture, . This is the core of ]po[. Project schedules can be imported from: – Gantt Project – openProj – MS-Project Several reports and views are available to present the project portfolio to different types of users. Service Level Mgmt. HR Mgmt. Customer Service Desk Ticket Request for Change RfC Project Proposals Project Configuration Mgmt. Provider Mgmt. Incident Mgmt. Priorization / Portfolio Mgmt. Problem Mgmt. Project Mgmt. Release Mgmt. Change Mgmt. Software Development Financial Mgmt. Status: Idea Status: Definition Status: Prototype Status: Feedback Status: 1st Cust Status: 2nd Cust Status: Product Status: Product ]project-opem[ 2007, Title / Speaker / 11

Financial Management Strategy, Policies, Culture, . Support for all major cost types Bidirectional integrations with SAP, Navision and Oracle (planning) Budget tracking vs. project costs: – External (provider) costs – Timesheet costs – Expenses and Travel Costs ABC (Activity Based Costing) and other controlling functionality to determine cost per service / configuration item Service Level Mgmt. HR Mgmt. Customer Service Desk Ticket Request for Change RfC Project Proposals Project Configuration Mgmt. Provider Mgmt. Incident Mgmt. Priorization / Portfolio Mgmt. Release Mgmt. Change Mgmt. Problem Mgmt. Project Mgmt. Software Development Financial Mgmt. Status: Idea Status: Definition Status: Prototype Status: Feedback Status: 1st Cust Status: 2nd Cust Status: Product Status: Product ]project-opem[ 2007, Title / Speaker / 12

HR Management Strategy, Policies, Culture, . Vacation planning & other absences with approval workflow Employee and freelance skill database Travel costs & other expenses with approval workflow e-Learning integration with dotLrn Timesheet management Basic payroll Service Level Mgmt. HR Mgmt. Customer Service Desk Ticket Request for Change RfC Project Proposals Project Configuration Mgmt. Provider Mgmt. Incident Mgmt. Priorization / Portfolio Mgmt. Release Mgmt. Problem Mgmt. Project Mgmt. Change Mgmt. Software Development Financial Mgmt. Status: Idea Status: Definition Status: Prototype Status: Feedback Status: 1st Cust Status: 2nd Cust Status: Product Status: Product ]project-opem[ 2007, Title / Speaker / 13

Provider Management Strategy, Policies, Culture, . Integrated provider file Tracking of provider performance Price lists Automated RFQ/RFP Service Level Mgmt. HR Mgmt. Customer Service Desk Ticket Request for Change RfC Project Proposals Project Configuration Mgmt. Provider Mgmt. Incident Mgmt. Priorization / Portfolio Mgmt. Problem Mgmt. Project Mgmt. Release Mgmt. Change Mgmt. Software Development Financial Mgmt. Status: Idea Status: Definition Status: Prototype Status: Feedback Status: 1st Cust Status: 2nd Cust Status: Product Status: Product ]project-opem[ 2007, Title / Speaker / 14

Helpdesk/ Service Desk Classification, queues, workflow and routing according to industry standards & best practices Option to use OTRS Ticket tracker as a front-end Integrated with Inventory / Configuration Database Integration with Problem & Change Management: Assignment of multiple Helpdesk tickets to a single RfC etc. Import of tickets from Nagios, Big Brother and other monitoring systems Integrated with collaboration functions such as Wiki, forum and full-text search Integration with finance (timesheet), HR, Release Management (assign tickets to releases) Strategy, Policies, Culture, . Service Level Mgmt. HR Mgmt. Customer Customer Service ServiceDesk Desk Ticket Request for Change RfC Project Proposals Project Configuration Mgmt. Provider Mgmt. Incident Mgmt. Priorization / Portfolio Mgmt. Problem Mgmt. Project Mgmt. Release Mgmt. Change Mgmt. Software Development Financial Mgmt. Status: Idea Status: Definition Status: Prototype Status: Feedback Status: 1st Cust Status: 2nd Cust Status: Product Status: Definition ]project-opem[ 2007, Title / Speaker / 15

Configuration Management Strategy, Policies, Culture, . ]po[ will not implement it’s own ConfDB. Instead, ]po[ will rely on external applications including: – OCS Inventory – H-Inventory – Peregrine and other closed-source tools Service Level Mgmt. HR Mgmt. Customer Service Desk Ticket Request for Change RfC Project Proposals Project Configuration Mgmt. Provider Mgmt. Incident Mgmt. Priorization / Portfolio Mgmt. Problem Mgmt. Project Mgmt. Release Mgmt. Change Mgmt. Software Development Financial Mgmt. Status: Idea Status: Definition Status: Prototype Status: Feedback Status: 1st Cust Status: 2nd Cust Status: Product Status: 1st Cust ]project-opem[ 2007, Title / Speaker / 16

Network Management Strategy, Policies, Culture, . ]po[ will not implement it’s own Network Management tools. Instead, ]po[ will rely on external applications including: – Nagios – Big Brother – other open- and closed-source tools Service Level Mgmt. HR Mgmt. Customer Service Desk Ticket Request for Change RfC Project Proposals Project Configuration Mgmt. Provider Mgmt. Incident Mgmt. Priorization / Portfolio Mgmt. Release Mgmt. Problem Mgmt. Project Mgmt. Change Mgmt. Software Development Financial Mgmt. Status: Idea Status: Definition Status: Prototype Status: Feedback Status: 1st Cust Status: 2nd Cust Status: Product Status: Idea ]project-opem[ 2007, Title / Speaker / 17

Release Management Strategy, Policies, Culture, . ]po[ includes a basic Release Management module – Definition of software releases – Mapping of RfC and Helpdesk tickets to eleases – Integration status per release item Service Level Mgmt. HR Mgmt. Customer Service Desk Ticket Request for Change RfC Project Proposals Project Configuration Mgmt. Provider Mgmt. Incident Mgmt. Priorization / Portfolio Mgmt. Problem Mgmt. Project Mgmt. Release Mgmt. Change Mgmt. Software Development Financial Mgmt. Status: Idea Status: Definition Status: Prototype Status: Feedback Status: 1st Cust Status: 2nd Cust Status: Product Status: 1st Cust ]project-opem[ 2007, Title / Speaker / 18

Change Management Strategy, Policies, Culture, . Requests for Change (RfCs) of various types Dynamic fields per RfC Priorization and portfolio management Dynamic Workflow allowing to configure the flow of RfC tickets Service Level Mgmt. HR Mgmt. Customer Service Desk Ticket Request for Change RfC Project Proposals Project Configuration Mgmt. Provider Mgmt. Incident Mgmt. Priorization / Portfolio Mgmt. Problem Mgmt. Project Mgmt. Release Mgmt. Change Mgmt. Software Development Financial Mgmt. Status: Idea Status: Definition Status: Prototype Status: Feedback Status: 1st Cust Status: 2nd Cust Status: Product Status: 1st Cust ]project-opem[ 2007, Title / Speaker / 19

Project Proposals Strategy, Policies, Culture, . Self-Service interface for business users to propose projects Multiple types of projects with specific fields Dynamic approval WF Service Level Mgmt. Customer Service Desk Ticket Request for Change RfC Project Proposals Project Configuration Mgmt. HR Mgmt. Provider Mgmt. Incident Mgmt. Priorization / Portfolio Mgmt. Problem Mgmt. Project Mgmt. Release Mgmt. Change Mgmt. Software Development Financial Mgmt. Status: Idea Status: Definition Status: Prototype Status: Feedback Status: 1st Cust Status: 2nd Cust Status: Product Status: 1st Cust ]project-opem[ 2007, Title / Speaker / 20

Software Development Strategy, Policies, Culture, . Dynamic approval workflow for development requests Integration with CVS and SubVersion Mapping of CVS and SubVersion users to ]po[ users Mapping of CVS/ SubVersion modules to modules from configuration management Tracking of software development based on schedules from project management. Service Level Mgmt. HR Mgmt. Customer Service Desk Ticket Request for Change RfC Project Proposals Project Configuration Mgmt. Provider Mgmt. Incident Mgmt. Priorization / Portfolio Mgmt. Problem Mgmt. Project Mgmt. Release Mgmt. Change Mgmt. Software Development Financial Mgmt. Status: Idea Status: Definition Status: Prototype Status: Feedback Status: 1st Cust Status: 2nd Cust Status: Product Status: Idea ]project-opem[ 2007, Title / Speaker / 21

Implementation & (HR) Change Management ]project-opem[ 2007, Title / Speaker / 22

Implementation & Change Mgmt. What is the problem? (HR) Change Management is #1 risk when introducing IT services management. Highly skilled IT professionals question the value of ITSM. Highly skilled IT professionals reject the perceived “control” of their work. ]project-opem[ 2007, Title / Speaker / 23

Implementation & Change Mgmt Tool-Driven Implementation Common knowledge Common knowledge is that change such as an ITIL implementation should be driven by a people-approach and change management. Tool-Driven Change Management However, a specifically focused tool can greatly help with an ITIL implementation, because: – – – The tool clearly prescribes operational procedures. Change management is in great part performed in special training sessions. The tools performance indicators allow to track advance. Big ERP rollouts are example for tool-driven change. Senior management informally acknowledges that the implied changes is frequently the main reason for implementing an ERP. Change management and leadership are still necessary for a successful implementation. However, the tool and its incrusted best practices becomes a 3rd big force. Limitations: ]po[ is mainly suitable for medium sized IT organizations (20100 employees) starting with a low degree of IT management maturity(?) ]project-opem[ 2007, Title / Speaker / 24

Implementation & Change Mgmt Tool-Driven Implementation Start with valuable information Start where requests/information enters the system (Service Desk) The idea is to provide useful and valid information in the system, so that users need to use the system to obtain their information. Examples: – – Start with the Service Desk Import valuable import from legacy systems Start with regulatory requirements Regulatory requirements are coercively imposed on companies. Users tend to accept these regulations more easily then management policies. Examples: – – – Accounting requirements may enforce inventory control License management after users have been trapped illegally installing software. Sarbanes-Oxley may require strict release management control Contract external auditors to check compliance Start where the money comes from Budget, purchasing and other non-continuous processes with approval stages force users to comply with process’ requirements Example: – – Requesting additional budget for a project A PM needs a server for his project and needs to go through a budget workflow to get it. Start with employee’s bonus If possible in your organization, try to link bonus payments to variables related to the use of the system or variables derived from the system. Examples: – – Server and Network uptime for IT operation's group First-level resolution percentage for helpdesk staff ]project-opem[ 2007, Title / Speaker / 25

Bonus Slides ]project-opem[ 2007, Title / Speaker / 26

About Us ]project-open[ 3 Core-Team, Σ50 years in IT, 30 partners in 15 countries Product: Shrink-wrapped Open-Source Project Management OpenACS 12.000 Members, 1000 active developers Driven by 20 small web companies OpenACS Products: dotLrn elearning platform, plethora of semi-working modules ]project-opem[ 2007, Title / Speaker / 27

HR Payroll ProjectMgmt. Trans-lation Project &Subprojects TranslationWorkflow Skill Database ProjectControlling Recruiting Workflow Application Modules TimesheetMgmt. Collaboration,Content & KM Filestorage Calendar OnlineDiscussions Wiki Full-Text Search OOFrame OO Model Profiling & Performance Templates CRM CustomerWeb Reg. MarketingCampaigns CRMTracking TCL PageContracts BasicAuthentication DynField Object Extensions AutomaticAudits DB-API TSearch2 Oracle Intermedia/Text Database PostgreSQL Oracle 8i, 9i, 10g Linux Solaris SQLTemplates LDAPAuthentication SOAP & XML-RPC AOLServer Windows CygWin Security OpenACSPermission ObjectMetadata Search Engine Operating System ContactMgmt. Existing ]po[ Mod ules Localization WorkflowEngine ReportingEngine Portal &Components Mail ServerIntegration ISDN TelIntegration Framework Automatic DebuggingSystem Testing AutomaticSoftwareUpdates FormBuilder Web Server Finance Controlling Quotes &Invoice FreelanceInvoicing Payments TimesheetInvoicing FinancialReporting Chat SoftwareDevelopment PackageManager Platform Services AutomaticInvoicing Glossary FinanceBase WebDAV Mail ServerIntegration IncidentWorkflow ContentManagement CMS Blog Application Services TMIntegration Other Room Reservation ECommerce Surveys Web-Mail BSD Mac OS Pound Revers Proxy BigBrother Sys Mgmt. Database Replication CVS System Mondrian DataWarehouse Postfix/ Sendmail ]project-opem[ 2007, Title / Speaker / 28

The ]po[ “Ecosystem” ]po[ Customers Resource, Contacts & Knowledge ]po[ ]po[ Partners AOLServer Collaborators & Team ]project-opem[ 2007, Title / Speaker / 29