it service management - chemnitzer linux-tage 2018 · service design service transition change...
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![Page 1: IT Service Management - Chemnitzer Linux-Tage 2018 · Service Design Service Transition Change Management Configuration Management Service Testing & Val. Knowledge Management Release](https://reader030.vdocuments.site/reader030/viewer/2022040218/5e108a6c477b6a57161b7c67/html5/thumbnails/1.jpg)
Chemnitzer Linux-Tage :: opsi & KIX4OTRS 19.+20.03.2011, Seite 1 / 16www.cape-it.de
IT Service Management
Mit OTRS und opsi IT-Serviceprozesse
optimieren
Rico Barth,c.a.p.e. IT
®
GmbH
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Chemnitzer Linux-Tage :: opsi & KIX4OTRS 19.+20.03.2011, Seite 2 / 16www.cape-it.de
c.a.p.e. IT®
– Team
UnternehmenUnternehmen
2006 Ausgründung aus T-Systems
langjährige Projekterfahrungen
Analyse/Beratung/Design/EntwicklungBehörden, IT/TK, Handel/Dienstleistung
Kernkompetenzen / GeschäftsfelderKernkompetenzen / Geschäftsfelder
(IT-) Service Management (OTRS, BMCOTRS, BMC)
Open Source IT Infrastrukturen (UCSUCS)
zertifizierte Berater / Entwickler (u.a. ITIL)
ITIL certified
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Chemnitzer Linux-Tage :: opsi & KIX4OTRS 19.+20.03.2011, Seite 3 / 16www.cape-it.de
Melder(Kunde)
HD-Agent
SPOC / Incident Management
Service Level Management
Problem Management
RfC
Wissens-DB
CRFreigabe
Task
Stats
IT Service Management mit OTRS
CMDB
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Chemnitzer Linux-Tage :: opsi & KIX4OTRS 19.+20.03.2011, Seite 4 / 16www.cape-it.de
IT Service Management
Service Level Mgt.Service Level Mgt.Supplier ManagementAvailibility ManagementService Catalogue Mgt.Service Catalogue Mgt.
Service Design
Service TransitionChange ManagementChange ManagementConfiguration ManagementConfiguration ManagementService Testing & Val.Knowledge ManagementKnowledge ManagementRelease & Depl. ManagementRelease & Depl. Management
Service OperationIncident ManagementIncident ManagementProblem ManagementProblem ManagementEvent ManagementEvent Management
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Chemnitzer Linux-Tage :: opsi & KIX4OTRS 19.+20.03.2011, Seite 5 / 16www.cape-it.de
ITSM – Realität „Service Wüste“
Melder(Kunde)
Service Center (Agent)
?Problem Management
known errors
Knowledge ManagementWissens-DB?
? ?
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Chemnitzer Linux-Tage :: opsi & KIX4OTRS 19.+20.03.2011, Seite 6 / 16www.cape-it.de
PersonenPersonen
Konfigurationsmanagement Datenbank (CMDB)
Meta-CMDBMeta-CMDB
OrganisationenOrganisationen InfrastrukturInfrastruktur
HardwareHardware SoftwareSoftware DokumenteDokumente
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Chemnitzer Linux-Tage :: opsi & KIX4OTRS 19.+20.03.2011, Seite 7 / 16www.cape-it.de
Tools / Komponenten – Closed Source
BMC Remedy ITSM BMC Remedy ITSM HP Service ManagerHP Service Manager
Echolon Echolon Omninet OmnitrackerOmninet Omnitracker
TopDesk EnterpriseTopDesk Enterprise
......
Prozessorientierter AnsatzProzessorientierter Ansatz
IT Operations IntegrationIT Operations Integration
Best Practise/Standard ReportsBest Practise/Standard Reports
Warehousing/Capacity ManagementWarehousing/Capacity Management
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Chemnitzer Linux-Tage :: opsi & KIX4OTRS 19.+20.03.2011, Seite 8 / 16www.cape-it.de
Tools / Komponenten – Open Source
Monitoring (Nagios, OpenNMS, Big Sister, Zabbix...)Nagios, OpenNMS, Big Sister, Zabbix...)
HW-/SW Mgt, (opsi, i-doit, OCS Inventory NG, FAI...)(opsi, i-doit, OCS Inventory NG, FAI...)
HelpDesk/ITSM (OTRS, RT, eTicket, Mantis, Bugzilla...)OTRS, RT, eTicket, Mantis, Bugzilla...)
ProblemProblem
Spezialisiert, anpassbar, wenig integriertSpezialisiert, anpassbar, wenig integriert
Management: Management: „Fehlende Integration / Inter-Fehlende Integration / Inter-operabilität, um Synergien zu nutzen“operabilität, um Synergien zu nutzen“
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Chemnitzer Linux-Tage :: opsi & KIX4OTRS 19.+20.03.2011, Seite 9 / 16www.cape-it.de
opsi und KIX4OTRS
opsi (Open PC Server Integration)opsi (Open PC Server Integration)
Software Management / RolloutsSoftware Management / Rollouts
Inventarisierung (Hardware, Software)Inventarisierung (Hardware, Software)
LizenzmanagementLizenzmanagement
CPU, RAM, GrafikkarteCPU, RAM, Grafikkarte
BetriebssystemBetriebssystem
installierte Applikationeninstallierte Applikationen
InventarnummerInventarnummer
Besitz/VerantwortungBesitz/Verantwortung
ServicevertragServicevertrag
LiegenschaftsinfosLiegenschaftsinfos
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Chemnitzer Linux-Tage :: opsi & KIX4OTRS 19.+20.03.2011, Seite 10 / 16www.cape-it.de
KIX4OTRS :: Integrationssicht
OTRS-Wissens-DB
OTRS-CMDB
Personendaten (UCS oder AD)
Inventory-API/Import-/Export-Funktionen
Systemdaten bspw. opsi
CSV / SQL / XML
Software-daten bspw. opsi
Finanzdaten bspw. LxOffice
LDAP/ SQL
SMB/NFS/SAN
Dokumente aus zentralen Verzeichnissen
URL/ SOAP
TK-Anlage
URL/ SOAP
Beiträgeaus Wiki
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Chemnitzer Linux-Tage :: opsi & KIX4OTRS 19.+20.03.2011, Seite 11 / 16www.cape-it.de
opsi und KIX4OTRS :: Daten aus opsi
"Hardware": "Hardware":
[ { [ {
"vendor": "GenuineIntel","vendor": "GenuineIntel",
"name": "Intel(R) Xeon(TM) MP CPU 3.00GHz","name": "Intel(R) Xeon(TM) MP CPU 3.00GHz",
"family": "Intel Xeonâ„¢","family": "Intel Xeonâ„¢",
"addresswidth": 32,"addresswidth": 32,
"socketdesignation": "CPU socket #0","socketdesignation": "CPU socket #0",
"description": "x86 Family 15 Model 2 Stepping 8","description": "x86 Family 15 Model 2 Stepping 8",
"serialnumber": "0FEBBBFF00000F28","serialnumber": "0FEBBBFF00000F28",
"architecture": "x86","architecture": "x86",
"maxclockspeed": 3058000000,"maxclockspeed": 3058000000,
"voltage": 3.300000,"voltage": 3.300000,
"currentclockspeed": 3058000000, "currentclockspeed": 3058000000,
} ],} ],
"Software": "Software":
[ "tightvnc_is1": { [ "tightvnc_is1": {
"displayVersion": "1.3.9","displayVersion": "1.3.9",
"binaryname": "binaryname": "C:\\\\Programme\\\\TightVNC\\\\WinVNC.exe","C:\\\\Programme\\\\TightVNC\\\\WinVNC.exe",
"displayName": "TightVNC 1.3.9","displayName": "TightVNC 1.3.9",
"installsize": "2686976","installsize": "2686976",
"uninstallstring": "uninstallstring": "C:\\\\Programme\\\\TightVNC\\\\unins000.exe""C:\\\\Programme\\\\TightVNC\\\\unins000.exe"
},,} ],},,} ],
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opsi und KIX4OTRS :: CI-Attribute
{{
Key => 'SerialNumber',Key => 'SerialNumber',
Name => 'Serial Number',Name => 'Serial Number',
InventoryContentXPath => 'HW/BASE_BOARD/serialnumber',InventoryContentXPath => 'HW/BASE_BOARD/serialnumber',
Searchable => 1,Searchable => 1,
Input => {Input => {
Type => 'Text',Type => 'Text',
Size => 50,Size => 50,
MaxLength => 100,MaxLength => 100,
},},
},},
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opsi und KIX4OTRS
Link zu Standorten,Hardware, Software, Verträgen, Benutzern
Inventarinfos aus dem
Client Management
Wahl derSynchronisation
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Chemnitzer Linux-Tage :: opsi & KIX4OTRS 19.+20.03.2011, Seite 14 / 16www.cape-it.de
opsi und KIX4OTRS
Software-Rollout
Software-/Hardware-Inventur
Dokumentationder Software-Änderungen
als Ticket
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Chemnitzer Linux-Tage :: opsi & KIX4OTRS 19.+20.03.2011, Seite 15 / 16www.cape-it.de
opsi und KIX4OTRS :: Ausblick
Nagios-IntegrationNagios-Integration
Rollout-MonitoringRollout-Monitoring
Software-on-DemandSoftware-on-Demand
Produkt-/Paket-ShopProdukt-/Paket-Shop
Dynamische DepotauswahlDynamische Depotauswahl
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Chemnitzer Linux-Tage :: opsi & KIX4OTRS 19.+20.03.2011, Seite 16 / 16www.cape-it.de
SchnellerSchneller Überblick Überblick
EinfacheEinfache Pflege / effizient / effizient
KomplettKomplett integriert / anpassbar integriert / anpassbar
cape-it.de / uib.decape-it.de / uib.de
opsi und KIX4OTRS