Roadmap%20Open-Source%20IT%20Service%20Management%20February%202008,[e-mail]

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Roadmap Open-SourceIT Service Management
February 2008, frank.bergmann_at_project-open.com
2nd DRAFT
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Intro
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Vision and Goal
Software HardwareMgmt.
Service Mgmt.
Project Portfolio Mgmt.
Financial Mgmt.

• 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

SAP
High-End
Tivoli
Oracle
OpenView
Alfabet
Peregrine
Low-End
MS ProjectServer
Axios
OpenSource
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The Value Proposition

• IntegrationProvides a one-stop solution for IT
  management, integrating with important
  application and replacing 10-15 smaller ones.
  Just like ERP system did to manufacturing
  companies 20 years ago.
• Visibility TransparencyAllow business managers
  and business users to monitor IT projects and IT
  service operations.
• Financials ControllingIntroduce a solid
  financial perspective across all IT activities,
  with low overhead for employees
• Business IntelligenceProvide managers with
  indicators, reports and other analysis tools to
  build an integrated ITSM scorecard

Software HardwareMgmt.
Service Mgmt.
Project Portfolio Mgmt.
Financial 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

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The po ITSM Process Map
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Current Status of project-open
February 2008
Strategy, Policies, Culture, ...
Service Level Mgmt.
ProviderMgmt.
HRMgmt.
OperationalProcedures
Customer Service Desk
Incident Mgmt.
Ticket
Priorization /PortfolioMgmt.
Request for Change
Problem Mgmt.
RfC
Project Proposals
Project Mgmt.
Project
ConfigurationMgmt.
ChangeMgmt.
SoftwareDevelopment
ReleaseMgmt.
LicenseMgmt
Financial Mgmt.
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RoadmapDetailed Development Plans
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po Product Development Pipeline

• Results from brainstorming, conference,
• Product definition as PowerPoint slides
• Dynamic Mockup
• Show mockup to customers, conferences,
• Implementation driven by customers input
• Re-Implementation with product in mind
• Cleanup and productification

• Remove any customer specifics
• Make fully configurable
• Write manuals

• Initial version without industry knowledge

• Serves as mockup for customer demos

• Inputs
• Overall strategy
• Industry trends best practices

• Rewrite, generalize first implementation

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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

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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 users read permissions for the underlying
  objects (projects, customer, ).
• FAQ module
• Global News open Discussions

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Project Portfolio Management

• 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.

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Financial Management

• 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

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HR Management

• 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

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Provider Management

• Integrated provider file
• Tracking of provider performance
• Price lists
• Automated RFQ/RFP

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Helpdesk/ Service Desk
Strategy, Policies, Culture, ...

• 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)

Service Level Mgmt.
ProviderMgmt.
HRMgmt.
Customer Service Desk
Incident Mgmt.
Customer Service Desk
Ticket
Priorization /PortfolioMgmt.
Request for Change
Problem Mgmt.
RfC
Project Proposals
Project Mgmt.
Project
ConfigurationMgmt.
ChangeMgmt.
SoftwareDevelopment
ReleaseMgmt.
Financial Mgmt.
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Configuration Management

• po will not implement its own ConfDB. Instead,
  po will rely on external applications
  including
• OCS Inventory
• H-Inventory
• Peregrine and other closed-source tools

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Network Management

• po will not implement its own Network
  Management tools. Instead, po will rely on
  external applications including
• Nagios
• Big Brother
• other open- and closed-source tools

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Release Management

• po includes a basic Release Management module
• Definition of software releases
• Mapping of RfC and Helpdesk tickets to eleases
• Integration status per release item

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Change Management

• 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

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Project Proposals

• Self-Service interface for business users to
  propose projects
• Multiple types of projects with specific fields
• Dynamic approval WF

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Software Development

• 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.

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Implementation (HR) Change Management
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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.

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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 (20-100 employees)
  starting with a low degree of IT management
  maturity(?)

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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

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Bonus Slides
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About Us

• project-open
• 3 Core-Team, S50 years in IT, gt30 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 e-learning platform,
  plethora of semi-working modules

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Existingpo Modules
Trans-lation
HR
ApplicationModules
ProjectMgmt.
Other
Payroll
Project Subprojects
TranslationWorkflow
RoomReservation
Skill Database
ProjectControlling
TMIntegration
E-Commerce
TimesheetMgmt.
AutomaticInvoicing
Surveys
RecruitingWorkflow
Web-Mail
Glossary
CRM
Finance
Collaboration,Content KM
Calendar
FinanceBase
Filestorage
ContactMgmt.
Controlling
Chat
Wiki
Quotes Invoice
CustomerWeb Reg.
OnlineDiscussions
FreelanceInvoicing
Mail ServerIntegration
WebDAV
Payments
MarketingCampaigns
IncidentWorkflow
TimesheetInvoicing
ContentManagement
FinancialReporting
CRMTracking
CMS
Blog
WorkflowEngine
Localization Framework
ReportingEngine
Portal Components
ApplicationServices
Mail ServerIntegration
ISDN TelIntegration
Full-TextSearch
SoftwareDevelopment
OOFrame
Security
OpenACSPermission
PackageManager
OO Model
PageContracts
PlatformServices
Templates
BasicAuthentication
ObjectMetadata
Profiling Performance
SQLTemplates
LDAPAuthentication
DynField Object Extensions
DebuggingSystem
AutomaticTesting
AutomaticSoftwareUpdates
AutomaticAudits
FormBuilder
SOAP XML-RPC
System
Web Server
AOLServer
PoundRevers Proxy
CVS
DB-API
TCL
MondrianData-Warehouse
Oracle Intermedia/Text
TSearch2
SearchEngine
BigBrotherSys Mgmt.
Database
PostgreSQL
Oracle 8i, 9i, 10g
Database Replication
Postfix/ Sendmail
Linux
Solaris
BSD
Windows CygWin
Mac OS
OperatingSystem
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The po Ecosystem
Resource, Contacts Knowledge
po Customers
po
po Partners
Collaborators Team