gwavacon 2013: open source it-service management

GNE – IT Business Solutions § www.gne.de § info@gne.de

OpenSource IT Servicemanagement

Philipp Deneu

GNE GMBH INTRODUCTING

Philipp Deneu

￭  Head of Operations, Consultant, Trainer

￭  more than 10 years in consulting –  Novell, Linux, Collaboration, Messaging, Databases –  Projectmanagement, Systemmanagement

GNE GmbH

￭  Founded in 1988 ￭  14 Employees ￭  Specialized in E-Mail and Collaboration,

Infrastructure- and Datacentersolutions ￭  Partnership for competence:

Expertise

￭  Open Source Monitoring

￭  Storage and Datacenter Management

￭  Desktop- and Endpointmanagement

￭  Networkinfrastructuredesign and Management

￭  Novell and Microsoft Solutions

￭  E-Mail and Collaboration Solutions

Agenda

￭  Facts of IT Servicemanagement

￭  Why to use OpenSource Software (OSS)?

￭  IT Servicemanagement becomes familiar with OSS

￭  Questions

Reference: http://www.saperionblog.com/lang/de/business-process-improvement-durch-die-cloud/1207/

IT SERVICEMANAGEMENT Facts of ITSM

IT Servicemanagement

￭  What is it?

–  entitiy of methods and procedures in it-organisations –  organsiation of processes

￭  Quality of services should be measurable –  Monitoring, BPM

￭  Necessary informations must be accessable by servicedesk (SPOC) –  Ticketing, Inventory, Assets

OSS Why to use OpenSource Software?

Benefits of OSS

￭  community driven development –  features mostly based on community wishes

￭  No hard dependencies to vendor ￭  very fast return on invest

–  tco, workshops, own improvment

￭  no license costs

OSS + ITSM ITSM becomes familar with OSS

OSS + ITSM

Operations Management

ConfigurationManagement

Service Management

Puppet Nagios / Icinga

JasperReporting

OTRS + ITSM

Notification Workflow

OCS Inventory

i-doit

OPERATIONS MANAGEMENT OSS + ITSM

OSS + ITSM

Service Management

Puppet Icinga

JasperReporting

OTRS + ITSM

OCS Inventory

i-doit

Icinga

￭  OpenSource Network- and Systemmonitoringsolution

￭  Founded in 1999 of Ethan Galstad as Netsaint –  since 2001 Nagios

￭  Community fork of Icinga in 2009 –  large german community (www.monitoring-portal.org)

Icinga

￭  Availibilty montoring for any kind of network devices

￭  Performance Monitoring

￭  Monitoring of devices and services

￭  Realtime Notifications

￭  Network Documentation

￭  Proof of availablity (SLA Reporting)

Icinga

PNP4Nagios

Icinga

￭  Support for a lot of monitoring tasks

￭  Hardware –  SNMP, Vendoragents, Environmental (Aircondition,

Temperature, Humanidtiy) ￭  Operation Systems

–  CPU, Disk Usage, Memory, Swap, Performancecounter... –  Logfiles, Eventlog, SNMPTraps...

￭  Networkservices –  DNS, FTP, SMTP, HTTP, IMAP, POP, SSH, LDAP... –  Any TCP or UDP Port

Icinga

￭  Application Monitoring Support –  Databases (MySQL, PostgreSQL, MSSQL, Sybase,

Informix, Oracle, DB2...) –  Messaging and Collobartion Systems (GroupWise,

Exchange, Vibe, Sharepoint, Postfix, Notes, Exim...) –  Directory Services (OpenLDAP, eDirectory,

ActiveDirectory, SUN LDAP...) –  Web- and Applicationserver (Tomcat, J2EE, WebSphere,

Apache, ISS...)

￭  Lot of Plugins from community or own scripts in any additional language –  Perl, JavaScript, VBScript, PowerShell, C (++)....

Icinga-Web

￭  Modern and flexible webinterface

￭  Support for Enterpriseinfrastructures

￭  Authentication to directory services and/or interal database

￭  Multitenant

￭  Distributed Monitoring

Icinga-Web

Icinga Web BPM

￭  Business Process Monitoring based on monitoring objects

Icinga Mobile

OSS + ITSM

Service Management

JasperReporting

OTRS + ITSM

OCS Inventory

i-doit

Jasper Reporting

￭  Comercial Reporting Solution with proper functional community version –  Jasper Reports Community Version

￭  Multiformat Reports (CSV, PDF, DOCX...)

￭  Scheduler to automate report generation

￭  Interface for lot of engines (MySQL, ODBC, XML...)

Icinga Reporting

￭  Jasper Reporting <> Icinga

￭  SLA Reporting with data and mesuarments from monitoring

￭  Predefined Reporting Package –  daily report of system health (morning report) –  SLA Reports (weekly, monthly, yearly and user defined)

￭  Integration in Icinga-Web

￭  Data retention / data access

Icinga Reporting

CONFIGURATION MANAGEMENT OSS + ITSM

OSS + ITSM

Service Management

JasperReporting

OTRS + ITSM

OCS Inventory

i-doit

Puppet

￭  Configuration management and deployment

￭  Support for Linux / Unix (and also in Windows)

￭  Automation of IT tasks

￭  Puppet Workcycle –  defintion of desired state of infrastructure –  simulate changes before deployment –  enforcing of configurations and correct drifts –  reporting of deployment tasks

￭  operation system indepentend deployments

OSS + ITSM

Service Management

JasperReporting

OTRS + ITSM

OCS Inventory

i-doit

OCS Inventory

￭  Asset inventory for windows and linux

￭  Webinterface to mange your servers and workstations

OCS Inventory

OSS + ITSM

Service Management

JasperReporting

OTRS + ITSM

OCS Inventory

i-doit

￭  ITIL Configuration Management Database

￭  Technical Documentation

￭  History of all CI's

￭  Licence Management

i-doit

SERVICE MANAGEMENT OSS + ITSM

OSS + ITSM

Service Management

JasperReporting

OTRS + ITSM

OCS Inventory

i-doit

￭  Open Trouble Request System

￭  problem / incident management ￭  customer database interface (ldap, databases etc.)

￭  ticket workflows

￭  statistics

￭  flexible and customizable

OTRS Mobile

￭  REST API

￭  Permissons set in OTRS

OSS + ITSM

Service Management

JasperReporting

OTRS + ITSM

OCS Inventory

i-doit

OTRS + ITSM

￭  ITIL conform service management

￭  Change Management –  changes <> assets

￭  Assest Management (CMDB) –  assets <> tickets

￭  SLA based ticketing –  defined service times <> tickets

OTRS + ITSM

￭  With integration of included knowledge database –  OTRS FAQ Module

￭  Integration of you system monitoring solution –  System::Monitoring

￭  Interface to connect to your CMDB (i-doit)

OTRS + ITSM

OSS + ITSM

Service Management

JasperReporting

OTRS + ITSM

OCS Inventory

i-doit

￭  Questions to yourself: –  Who should be informed by monitoring? –  Which events should be send to which attemptes? –  Which way of notification should be used?

￭  Icinga –  based on escalation level, event level (normal, warning,

critical) –  inform by e-mail, sms, phone call

￭  OTRS –  Manage notifcations based on queues and defined

agents

QUESTIONS OSS ITSM

Our "open" Service

￭  Consulting Projects and Workshop

￭  Trainings

￭  Support Contracts –  Troubleshooting –  Hosting –  Remote / OnSite Support

?! GNE GmbH Brechhofer Straße 1 DE-56316 Raubach E-Mail: pdeneu@gne.de Web: http://www.gne.de Twitter: http://twitter.com/gne_it

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