GWAVACon 2013: Open Source it-service management

GNE – IT Business Solutions § www.gne.de § [email protected]

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

OTRS + ITSM

Notification Workflow

OCS Inventory

i-doit


OPERATIONS MANAGEMENT OSS + ITSM


OSS + ITSM



Service Management

Puppet Icinga

JasperReporting

OTRS

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

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

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

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

OTRS + ITSM


OCS Inventory

i-doit


i-doit

￭  ITIL Configuration Management Database

￭  Technical Documentation

￭  History of all CI's

￭  Licence Management


i-doit


i-doit


SERVICE MANAGEMENT OSS + ITSM


OSS + ITSM



Service Management


JasperReporting

OTRS

OTRS + ITSM


OCS Inventory

i-doit


OTRS

￭  Open Trouble Request System

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

￭  ticket workflows

￭  statistics

￭  flexible and customizable


OTRS


OTRS


OTRS


OTRS Mobile

￭  REST API

￭  Permissons set in OTRS


OSS + ITSM



Service Management


JasperReporting

OTRS

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


OTRS + ITSM


OTRS + ITSM


OSS + ITSM



Service Management


JasperReporting

OTRS

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: [email protected] Web: http://www.gne.de Twitter: http://twitter.com/gne_it

Questions

Technology

GWAVACon 2013: Open Source it-service management