2nd

DRAFT

Roadmap Open-Source
IT Service Management
February 2008, frank.bergmann@project-open.com
Intro

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

 Vision and Goal

 Build an integrated IT Services High-

Tivoli
SAP
End
Management solution that OpenView Oracle
covers all major IT processes
Alfabet
 Build the solution on a stack of Low- Peregrine MS Project
End Server
proven open-source building Axios

blocks ]project-open[
H-Inv.
 Build the solution on proven Open Gantt open
Source OCR OTRS Project Proj
methodologies (ITIL, COBIT & RT SAP

PRINCE2) Software & Service Financial Project &

Hardware Mgmt. Mgmt. Portfolio
 Focus on the human side for Mgmt. Mgmt.

easy (HR) change management

and implementation

 ]project-opem[ 2007, Title / Speaker / 3

The Value Proposition

 Integration
Provides a one-stop solution for IT ]project-open[
H-Inv.
management, integrating with important Gantt open
OCR OTRS SAP Project Proj
application and replacing 10-15 smaller ones. RT

Just like ERP system did to manufacturing Software &

Hardware
Service
Mgmt.
Financial
Mgmt.
Project &
Portfolio
companies 20 years ago. Mgmt. Mgmt.

 Visibility & Transparency Functional Areas

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
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 Service Level HR Provider

Procedures Mgmt. Mgmt. Mgmt.

Customer Incident
Service Desk Ticket Mgmt.

Request Priorization / Problem

for Change RfC Portfolio Mgmt.
Mgmt.

Project Project
Proposals Project Mgmt.

Configuration Release Change License Software

Mgmt. Mgmt. Mgmt. Mgmt Development

Financial Mgmt.
 ]project-opem[ 2007, Title / Speaker / 5
 Current Status of ]project-open[
February 2008
Status: Idea
Status: Definition Strategy, Policies, Culture, ...
Status: Prototype
Status: Feedback
Operational Service Level HR Provider
Status: 1st Cust
Procedures Mgmt. Mgmt. Mgmt.
Status: 2nd Cust
Status: Product

Customer Incident
Service Desk Ticket Mgmt.

Request Priorization / Problem

for Change RfC Portfolio Mgmt.
Mgmt.

Project Project
Proposals Project Mgmt.

Configuration Release Change License Software

Mgmt. Mgmt. Mgmt. Mgmt 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  Results from brainstorming, conference, …

 Product definition as PowerPoint slides
Status: Idea
Status: Definition
Status: Definition

Status: Prototype  “Dynamic Mockup” Status: Prototype

Status: Feedback
Status: Feedback  Show mockup to customers, conferences, … Status: 1st Cust
Status: 2nd Cust
Status: 1st Cust  Implementation driven by customer’s input Status: Product

Status: 2nd Cust  Re-Implementation with product in mind

Status: Product  Cleanup and productification

 Serves as mockup for  Initial version without  Remove any

customer demos industry knowledge customer
specifics
 Make fully
Inputs: configurable
 Overall strategy  Rewrite,  Write manuals
 Industry trends & generalize first
best practices implementation

0% 1% 2% 5% 10% 40% 70% 100%

Need/ Customer First Second

Definition Prototype Product
Idea Feedback Customer Customer

 ]project-opem[ 2007, Title / Speaker / 8

General Framework Features
Strategy, Policies, Culture, ...

 100% Web-Based solution on all major browsers Service Level

Mgmt.
HR
Mgmt.
Provider
Mgmt.

 Enterprise-grade security Customer

Service Desk Ticket
Incident
Mgmt.

 Role-based permission management Request

for Change
Priorization /
Portfolio
Problem
Mgmt.

User management with Active Directory LDAP

RfC


Mgmt.

Integration
Project Project
Proposals Project Mgmt.

 Scalable up to “active” 20.000 users

Configuration Release Change Software
Mgmt. Mgmt. Mgmt. Development

 Easy setup supported by setup wizard

Financial Mgmt.

 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 Status: Idea

Language, skin, menus and portlet layout

Status: Definition
 Status: Prototype
configurable per user Status: Feedback

 All important drop-down values configurable Status: 1st Cust

throughout the system

Status: 2nd Cust
Status: Product
 Supported by a 10.000+ user community
Status: Product

 ]project-opem[ 2007, Title / Speaker / 9

General Collaboration Features
Strategy, Policies, Culture, ...

 Every project, RfC, ticket, customer, … represents Service Level HR Provider

an “e-Room” with collaboration modules,

Mgmt. Mgmt. Mgmt.

capturing knowledge where it is created

Customer Incident
Service Desk Ticket Mgmt.

– Forum,
Request Priorization / Problem
for Change RfC Portfolio Mgmt.
Mgmt.

– File storage Project

Proposals Project
Project
Mgmt.

– Wiki Configuration
Mgmt.
Release
Mgmt.
Change
Mgmt.
Software
Development

 A full-text search engine indexes all major Financial Mgmt.

objects. Search results are presented according to

the user’s read permissions for the underlying
objects (projects, customer, …).
 FAQ module
 Global News & open Discussions
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[. Service Level

Mgmt.
HR
Mgmt.
Provider
Mgmt.

 Project schedules can be imported from: Customer

Service Desk Ticket
Incident
Mgmt.

– Gantt Project Request

for Change RfC
Priorization /
Portfolio
Mgmt.
Problem
Mgmt.

– openProj Project
Proposals Project
Project
Mgmt.

– MS-Project Configuration
Mgmt.
Release
Mgmt.
Change
Mgmt.
Software
Development

 Several reports and views are available to present Financial Mgmt.

the project portfolio to different types of users.

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 Service Level

Mgmt.
HR
Mgmt.
Provider
Mgmt.

 Bidirectional integrations with SAP, Navision and Oracle (planning)

Customer
Service Desk Ticket
Incident
Mgmt.

 Budget tracking vs. project costs: Request

for Change RfC
Priorization /
Portfolio
Mgmt.
Problem
Mgmt.

– External (provider) costs Project

Proposals Project
Project
Mgmt.

– Timesheet costs Configuration

Mgmt.
Release
Mgmt.
Change
Mgmt.
Software
Development

– Expenses and Travel Costs Financial Mgmt.

 ABC (Activity Based Costing) and other controlling functionality to

determine cost per service / configuration item

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

Service Level
Mgmt.
HR
Mgmt.
Provider
Mgmt.

 Employee and freelance skill database Customer

Service Desk Ticket
Incident
Mgmt.

 Travel costs & other expenses with approval workflow

Request Priorization / Problem
for Change RfC Portfolio Mgmt.
Mgmt.

e-Learning integration with dotLrn

Project Project


Proposals Project Mgmt.

Configuration Release Change Software

 Timesheet management
Mgmt. Mgmt. Mgmt. Development

Financial Mgmt.

 Basic payroll

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 Service Level

Mgmt.
HR
Mgmt.
Provider
Mgmt.

 Tracking of provider performance Customer

Service Desk Ticket
Incident
Mgmt.

 Price lists
Request Priorization / Problem
for Change RfC Portfolio Mgmt.
Mgmt.

Automated RFQ/RFP
Project Project


Proposals Project Mgmt.

Configuration Release Change Software

Mgmt. Mgmt. Mgmt. 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
Strategy, Policies, Culture, ...

 Classification, queues, workflow and routing Service Level HR Provider

according to industry standards & best practices

Mgmt. Mgmt. Mgmt.

Customer
Customer Incident

 Option to use OTRS Ticket tracker as a front-end

Service
Service Desk
Desk Ticket Mgmt.

Request Priorization / Problem

 Integrated with Inventory / Configuration

for Change RfC Portfolio Mgmt.
Mgmt.

Database
Project Project
Proposals Project Mgmt.

 Integration with Problem & Change Management: Configuration

Mgmt.
Release
Mgmt.
Change
Mgmt.
Software
Development

Assignment of multiple Helpdesk tickets to a Financial Mgmt.

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 Status: Idea

Management (assign tickets to releases) 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
Service Level
Mgmt.
HR
Mgmt.
Provider
Mgmt.

external applications including: Customer

Service Desk Ticket
Incident
Mgmt.

– OCS Inventory Request

for Change RfC
Priorization /
Portfolio
Mgmt.
Problem
Mgmt.

– H-Inventory Project
Proposals Project
Project
Mgmt.

– Peregrine and other closed-source tools Configuration

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.

Service Level
Mgmt.
HR
Mgmt.
Provider
Mgmt.

Instead, ]po[ will rely on external applications including:

Customer
Service Desk Ticket
Incident
Mgmt.

– Nagios Request
for Change RfC
Priorization /
Portfolio
Mgmt.
Problem
Mgmt.

– Big Brother Project

Proposals Project
Project
Mgmt.

– … other open- and closed-source tools Configuration

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 / 17

Release Management
Strategy, Policies, Culture, ...

 ]po[ includes a basic Release Management Service Level

Mgmt.
HR
Mgmt.
Provider
Mgmt.

module Customer
Service Desk Ticket
Incident
Mgmt.

– Definition of software releases Request

for Change RfC
Priorization /
Portfolio
Mgmt.
Problem
Mgmt.

– Mapping of RfC and Helpdesk tickets to eleases Project

Proposals Project
Project
Mgmt.

– Integration status per release item Configuration

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 Service Level

Mgmt.
HR
Mgmt.
Provider
Mgmt.

 Dynamic fields per RfC Customer

Service Desk Ticket
Incident
Mgmt.

 Priorization and portfolio management

Request Priorization / Problem
for Change RfC Portfolio Mgmt.
Mgmt.

Dynamic Workflow allowing to configure the flow

Project Project


Proposals Project Mgmt.

of RfC tickets
Configuration Release Change Software
Mgmt. Mgmt. Mgmt. 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

Service Level
Mgmt.
HR
Mgmt.
Provider
Mgmt.

 Multiple types of projects with specific fields Customer

Service Desk Ticket
Incident
Mgmt.

 Dynamic approval WF
Request Priorization / Problem
for Change RfC Portfolio Mgmt.
Mgmt.

Project Project
Proposals Project Mgmt.

Configuration Release Change Software

Mgmt. Mgmt. Mgmt. 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 Service Level

Mgmt.
HR
Mgmt.
Provider
Mgmt.

requests Customer
Service Desk Ticket
Incident
Mgmt.

 Integration with CVS and SubVersion Request

for Change RfC
Priorization /
Portfolio
Mgmt.
Problem
Mgmt.

 Mapping of CVS and SubVersion users to ]po[

Project Project
Proposals Project Mgmt.

users Configuration
Mgmt.
Release
Mgmt.
Change
Mgmt.
Software
Development

 Mapping of CVS/ SubVersion modules to modules

Financial Mgmt.

from configuration management

 Tracking of software development based on
schedules from project management.
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 (20-100
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 e-
learning platform, plethora of
semi-working modules

 ]project-opem[ 2007, Title / Speaker / 27

 HR Project Trans- Other
Project & Translation Room
Payroll Mgmt. lation
Subprojects Workflow Reservation
Skill
Database
Project
Controlling
TM
Integration
E-
Commerce
Existing
Recruiting
Workflow
Timesheet
Mgmt.
Automatic
Invoicing
Surveys ]po[
Web-Mail
Application
Glossary
Modules
Modules
Collaboration, Finance CRM
File Finance Contact
Calendar Content & KM
storage Base Mgmt.
Controlling
Online Wiki Chat Quotes & Customer
Discussions Invoice Freelance Web Reg.
Mail Server WebDAV
Incident Invoicing Marketing
Integration Payments
Workflow Timesheet Campaigns
Content
Financial Invoicing CRM
CMS Management
Blog Reporting Tracking

Application Full-Text Workflow Reporting Portal & Localization Mail Server ISDN Tel
Services Search Engine Engine Components Framework Integration Integration

Software OO Security
Package OO OpenACS
Development Frame
Manager Model Permission
Page
Profiling & Object Basic
Templates Contracts
Platform Performance Metadata Authentication
SQL
Services Debugging Automatic DynField LDAP
Templates
Automatic System Testing Object Authentication
Automatic
Software Form Extensions
Audits
Updates Builder SOAP &
XML-RPC

Web System
Server TCL AOLServer DB-API Pound CVS
Revers Proxy Mondrian
Search BigBrother
Engine TSearch2 Oracle Intermedia/Text Data-
Sys Mgmt. Warehouse
Database PostgreSQL Oracle 8i, 9i, 10g Database
Replication Postfix/
Operating Windows Sendmail
System Linux Solaris BSD Mac OS
+ CygWin
 ]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