www.eng.it

ePractice workshop

Open Source: Its place in cross-border environment

Brussels, 7th April 2011

Gabriele Ruffatti – Sergio Oltolina – Davide Dalle Carbonare

The SLA approach in open source quality improvement in products &

projects realization and in services supply through an effective OSS

measuring and monitoring platform.

www.spago4q.org

This opera is licensed under a

Creative Commons 3.0 Unported License

www.eng.it2

www.spago4q.org

Quality Shall

• be correlated to the goals of the delivery process

• allow to formalize the requested service level

• allow to verify the attained service level in a total transparent way for all the

involved actors

Public Administrations Goal

To purchase quality from services providers in order to provide quality services

to citizens, to enterprises and to its employees

Goal

ICTprovider

PA Citizens

pro

vid

er

cust

om

er

pro

vid

er

cust

om

er

service

acquisition

service

delivery

www.eng.it3

www.spago4q.org

Guideline

Quality levels must combine and integrate all the activities of the ICT delivery

process providing total transparency

Tool

SLAs and quality indicators, allowing to:

• provide operational goals with measurable results

• monitor the supply lifecycle and all ICT services activities

• monitor quality over time

Guideline

www.eng.it4

www.spago4q.org Spago4Q Use Cases for Public Administration

Goals

• Avoid misalignments between the development and the business services

• Joint evaluation of software and hardware vendors

• Computation of SLAs e KPIs (continuous and proactive monitoring)

• Root cause analysis

• Reports sharing and acceptance process

DG Regional Policy

European Commission, Brussels

Veneto Region

Italy

www.eng.it5

www.spago4q.org Infrastructure

ICT

Services Extraction

Reports

Dashboards

Configuration

Delivery

SLA & KPI

Quality Models

The free/open source platform

to measure, analyze and monitor

quality of products, processes and services

www.eng.it6

www.spago4q.org Spago4Q Use Case – Veneto Region

SLAs & KPIs

Portal integration

ICT Services

Service Desk

System & Application

Monitoring

Software development

Software maintenance

Monitoring

Reporting

Transparency

www.eng.it7

www.spago4q.org SLAs & Quality Indicators

SLAs definitions based on

• models proposed by DigitPA, Italy (www.digitpa.gov.it)

• quality models by product (ISO 9216, …)

• quality models by process (ITIL v3, CMMI for service, CMMI for development, …)

Qualipso Assessment Framework – www.qualipso.org

• OMM – Open Source Maturity Model (development process)

• MOSST – Model of Open Source Software Trustworthiness (product)

• OP2A – Open source Product Portal Assessment (web site communication)

Qualipso Labeling service provided by the Qualipso Competence Centers