project-open[ it service management roadmap
TRANSCRIPT
]project-opem[ 2007, Title / Speaker / 2
Intro
]project-opem[ 2007, Title / Speaker / 3
Vision and Goal
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
Software & Hardware
Mgmt.
Service Mgmt.
Low-End
High-End
Project &Portfolio Mgmt.
Financial Mgmt.
TivoliOpenView
MS ProjectServerAxios
Peregrine
Oracle
SAP
OpenSource
Alfabet
SAPOTRS
]project-open[
OCRGantt
ProjectRT
H-Inv. openProj
]project-opem[ 2007, Title / Speaker / 4
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
The Value Proposition
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
Software & Hardware
Mgmt.
Service Mgmt.
Project &Portfolio
Mgmt.
Financial Mgmt.
Functional Areas
SAPOTRS
]project-open[
OCRGantt
ProjectRT
H-Inv. openProj
]project-opem[ 2007, Title / Speaker / 5
The ]po[ ITSM Process Map
Service Level Mgmt.
ProviderMgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HRMgmt.
Customer Service Desk
Project Proposals
Priorization /PortfolioMgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
ConfigurationMgmt.
ChangeMgmt.
Project
Ticket
RfC
SoftwareDevelopment
ReleaseMgmt.
LicenseMgmt
OperationalProcedures
]project-opem[ 2007, Title / Speaker / 6
Current Status of ]project-open[
Service Level Mgmt.
ProviderMgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HRMgmt.
Customer Service Desk
Project Proposals
Priorization /PortfolioMgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
ConfigurationMgmt.
ChangeMgmt.
Project
Ticket
RfC
SoftwareDevelopment
ReleaseMgmt.
LicenseMgmt
OperationalProcedures
February 2008Status: Idea
Status: FeedbackStatus: Prototype
Status: Product
Status: Definition
Status: 2nd CustStatus: 1st Cust
]project-opem[ 2007, Title / Speaker / 7
RoadmapDetailed Development
Plans
]project-opem[ 2007, Title / Speaker / 8
]po[ Product Development Pipeline
Results from brainstorming, conference, … Product definition as PowerPoint slides “Dynamic Mockup” Show mockup to customers, conferences, … Implementation driven by customer’s input Re-Implementation with product in mind Cleanup and productification
Inputs: Overall strategy Industry trends &
best practices
Definition Prototype CustomerFeedback
FirstCustomer
SecondCustomer ProductNeed/
Idea
100%0% 40% 70%10%5%2%1%
Remove any customer specifics
Make fully configurable
Write manuals
Initial version without industry knowledge
Rewrite, generalize first implementation
Serves as mockup for customer demos
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
]project-opem[ 2007, Title / Speaker / 9
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
Service Level Mgmt.
ProviderMgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HRMgmt.
Customer Service Desk
Project Proposals
Priorization /PortfolioMgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
ConfigurationMgmt.
ChangeMgmt.
Project
Ticket
RfC
SoftwareDevelopment
ReleaseMgmt.
Status: Product
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
]project-opem[ 2007, Title / Speaker / 10
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 user’s read permissions for the underlying objects (projects, customer, …).
FAQ module Global News & open Discussions
Service Level Mgmt.
ProviderMgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HRMgmt.
Customer Service Desk
Project Proposals
Priorization /PortfolioMgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
ConfigurationMgmt.
ChangeMgmt.
Project
Ticket
RfC
SoftwareDevelopment
ReleaseMgmt.
Status: Product
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
]project-opem[ 2007, Title / Speaker / 11
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.
Service Level Mgmt.
ProviderMgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HRMgmt.
Customer Service Desk
Project Proposals
Priorization /PortfolioMgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
ConfigurationMgmt.
ChangeMgmt.
Project
Ticket
RfC
SoftwareDevelopment
ReleaseMgmt.
Status: Product
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
]project-opem[ 2007, Title / Speaker / 12
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
Status: Product
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Service Level Mgmt.
ProviderMgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HRMgmt.
Customer Service Desk
Project Proposals
Priorization /PortfolioMgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
ConfigurationMgmt.
ChangeMgmt.
Project
Ticket
RfC
SoftwareDevelopment
ReleaseMgmt.
]project-opem[ 2007, Title / Speaker / 13
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
Status: Product
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Service Level Mgmt.
ProviderMgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HRMgmt.
Customer Service Desk
Project Proposals
Priorization /PortfolioMgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
ConfigurationMgmt.
ChangeMgmt.
Project
Ticket
RfC
SoftwareDevelopment
ReleaseMgmt.
]project-opem[ 2007, Title / Speaker / 14
Provider Management
Integrated provider file Tracking of provider performance Price lists Automated RFQ/RFP
Status: Product
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Service Level Mgmt.
ProviderMgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HRMgmt.
Customer Service Desk
Project Proposals
Priorization /PortfolioMgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
ConfigurationMgmt.
ChangeMgmt.
Project
Ticket
RfC
SoftwareDevelopment
ReleaseMgmt.
]project-opem[ 2007, Title / Speaker / 15
Helpdesk/ Service Desk
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.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HRMgmt.
Customer Service Desk
Project Proposals
Priorization /PortfolioMgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
ConfigurationMgmt.
ChangeMgmt.
Project
Ticket
RfC
SoftwareDevelopment
ReleaseMgmt.
Customer Service Desk
Status: Definition
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
]project-opem[ 2007, Title / Speaker / 16
Configuration Management
]po[ will not implement it’s own ConfDB. Instead, ]po[ will rely on external applications including:– OCS Inventory– H-Inventory– Peregrine and other closed-source tools
Status: 1st Cust
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Service Level Mgmt.
ProviderMgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HRMgmt.
Customer Service Desk
Project Proposals
Priorization /PortfolioMgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
ConfigurationMgmt.
ChangeMgmt.
Project
Ticket
RfC
SoftwareDevelopment
ReleaseMgmt.
]project-opem[ 2007, Title / Speaker / 17
Network Management
]po[ will not implement it’s own Network Management tools. Instead, ]po[ will rely on external applications including:– Nagios– Big Brother– … other open- and closed-source tools
Status: Idea
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Service Level Mgmt.
ProviderMgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HRMgmt.
Customer Service Desk
Project Proposals
Priorization /PortfolioMgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
ConfigurationMgmt.
ChangeMgmt.
Project
Ticket
RfC
SoftwareDevelopment
ReleaseMgmt.
]project-opem[ 2007, Title / Speaker / 18
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
Status: 1st Cust
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Service Level Mgmt.
ProviderMgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HRMgmt.
Customer Service Desk
Project Proposals
Priorization /PortfolioMgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
ConfigurationMgmt.
ChangeMgmt.
Project
Ticket
RfC
SoftwareDevelopment
ReleaseMgmt.
]project-opem[ 2007, Title / Speaker / 19
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
Status: 1st Cust
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Service Level Mgmt.
ProviderMgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HRMgmt.
Customer Service Desk
Project Proposals
Priorization /PortfolioMgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
ConfigurationMgmt.
ChangeMgmt.
Project
Ticket
RfC
SoftwareDevelopment
ReleaseMgmt.
]project-opem[ 2007, Title / Speaker / 20
Project Proposals
Self-Service interface for business users to propose projects
Multiple types of projects with specific fields Dynamic approval WF
Status: 1st Cust
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Service Level Mgmt.
ProviderMgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HRMgmt.
Customer Service Desk
Project Proposals
Priorization /PortfolioMgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
ConfigurationMgmt.
ChangeMgmt.
Project
Ticket
RfC
SoftwareDevelopment
ReleaseMgmt.
]project-opem[ 2007, Title / Speaker / 21
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.
Status: Idea
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Service Level Mgmt.
ProviderMgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HRMgmt.
Customer Service Desk
Project Proposals
Priorization /PortfolioMgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
ConfigurationMgmt.
ChangeMgmt.
Project
Ticket
RfC
SoftwareDevelopment
ReleaseMgmt.
]project-opem[ 2007, Title / Speaker / 22
Implementation & (HR) Change Management
]project-opem[ 2007, Title / Speaker / 23
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 / 24
Implementation & Change Mgmt
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(?)
Tool-Driven Implementation
]project-opem[ 2007, Title / Speaker / 25
Implementation & Change Mgmt
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
Tool-Driven Implementation
]project-opem[ 2007, Title / Speaker / 26
Bonus Slides
]project-opem[ 2007, Title / Speaker / 27
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 / 28
SoftwareDevelopment
Templates
Trans-lation
CRMFinance
Controlling
HR
System
Collaboration,Content & KM
OOFrame Security
Calendar
OpenACSPermission
Web Server
Database
FinanceBase
Payroll
Skill Database
Filestorage
OnlineDiscussions
IncidentWorkflow
BasicAuthentication
LDAPAuthentication
WorkflowEngine
Chat
PackageManager
AutomaticSoftwareUpdates
PostgreSQL Oracle 8i, 9i, 10g
PageContracts
SQLTemplates
OO Model
ObjectMetadata
LocalizationFramework
ContactMgmt.
ReportingEngine
Wiki
Oracle Intermedia/TextTSearch2
Linux Solaris BSDWindows+ CygWin Mac OSOperating
System
SearchEngine
AOLServer PoundRevers Proxy
DynField Object ExtensionsPlatformServices
Profiling & Performance
DebuggingSystem
ApplicationModules
FormBuilder
Portal &Components
Mail ServerIntegration
ContentManagement
ApplicationServices
DB-APITCL
Quotes &Invoice
Payments
FinancialReporting
Mail ServerIntegration
CustomerWeb Reg.
MarketingCampaigns
CRMTracking
AutomaticAudits
ISDN TelIntegration
ProjectMgmt.Project &Subprojects
ProjectControlling
TranslationWorkflow
TMIntegration
FreelanceInvoicing
TimesheetInvoicing
TimesheetMgmt. AutomaticInvoicing
Existing]po[ Modules
Full-TextSearch
AutomaticTesting
BigBrotherSys Mgmt.
OtherRoomReservation
E-Commerce
CMS
WebDAV
SOAP &XML-RPC
SurveysGlossary Web-Mail
Blog
RecruitingWorkflow
CVS
Postfix/Sendmail
Database Replication
MondrianData-
Warehouse
]project-opem[ 2007, Title / Speaker / 29
The ]po[ “Ecosystem”
Resource, Contacts & Knowledge
Collaborators &Team
]po[
AOLServer
]po[ Partners
]po[ Customers