GWAVACon 2013: Open Source it-service management
-
Upload
gwava -
Category
Technology
-
view
445 -
download
1
description
Transcript of GWAVACon 2013: Open Source it-service management
GNE – IT Business Solutions § www.gne.de § [email protected]
OpenSource IT Servicemanagement
Philipp Deneu
GNE – IT Business Solutions § www.gne.de § [email protected]
GNE GMBH INTRODUCTING
GNE – IT Business Solutions § www.gne.de § [email protected]
Philipp Deneu
■ Head of Operations, Consultant, Trainer
■ more than 10 years in consulting – Novell, Linux, Collaboration, Messaging, Databases – Projectmanagement, Systemmanagement
GNE – IT Business Solutions § www.gne.de § [email protected]
GNE GmbH
■ Founded in 1988 ■ 14 Employees ■ Specialized in E-Mail and Collaboration,
Infrastructure- and Datacentersolutions ■ Partnership for competence:
GNE – IT Business Solutions § www.gne.de § [email protected]
Expertise
■ Open Source Monitoring
■ Storage and Datacenter Management
■ Desktop- and Endpointmanagement
■ Networkinfrastructuredesign and Management
■ Novell and Microsoft Solutions
■ E-Mail and Collaboration Solutions
GNE – IT Business Solutions § www.gne.de § [email protected]
Agenda
■ Facts of IT Servicemanagement
■ Why to use OpenSource Software (OSS)?
■ IT Servicemanagement becomes familiar with OSS
■ Questions
GNE – IT Business Solutions § www.gne.de § [email protected]
GNE – IT Business Solutions § www.gne.de § [email protected]
Reference: http://www.saperionblog.com/lang/de/business-process-improvement-durch-die-cloud/1207/
GNE – IT Business Solutions § www.gne.de § [email protected]
IT SERVICEMANAGEMENT Facts of ITSM
GNE – IT Business Solutions § www.gne.de § [email protected]
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
GNE – IT Business Solutions § www.gne.de § [email protected]
OSS Why to use OpenSource Software?
GNE – IT Business Solutions § www.gne.de § [email protected]
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
GNE – IT Business Solutions § www.gne.de § [email protected]
OSS + ITSM ITSM becomes familar with OSS
GNE – IT Business Solutions § www.gne.de § [email protected]
OSS + ITSM
Operations Management
ConfigurationManagement
Service Management
Puppet Nagios / Icinga
JasperReporting
OTRS
OTRS + ITSM
Notification Workflow
OCS Inventory
i-doit
GNE – IT Business Solutions § www.gne.de § [email protected]
OPERATIONS MANAGEMENT OSS + ITSM
GNE – IT Business Solutions § www.gne.de § [email protected]
OSS + ITSM
Operations Management
ConfigurationManagement
Service Management
Puppet Icinga
JasperReporting
OTRS
OTRS + ITSM
Notification Workflow
OCS Inventory
i-doit
GNE – IT Business Solutions § www.gne.de § [email protected]
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)
GNE – IT Business Solutions § www.gne.de § [email protected]
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)
GNE – IT Business Solutions § www.gne.de § [email protected]
Icinga
GNE – IT Business Solutions § www.gne.de § [email protected]
PNP4Nagios
GNE – IT Business Solutions § www.gne.de § [email protected]
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
GNE – IT Business Solutions § www.gne.de § [email protected]
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 (++)....
GNE – IT Business Solutions § www.gne.de § [email protected]
Icinga-Web
■ Modern and flexible webinterface
■ Support for Enterpriseinfrastructures
■ Authentication to directory services and/or interal database
■ Multitenant
■ Distributed Monitoring
GNE – IT Business Solutions § www.gne.de § [email protected]
Icinga-Web
GNE – IT Business Solutions § www.gne.de § [email protected]
Icinga Web BPM
■ Business Process Monitoring based on monitoring objects
GNE – IT Business Solutions § www.gne.de § [email protected]
Icinga Mobile
GNE – IT Business Solutions § www.gne.de § [email protected]
OSS + ITSM
Operations Management
ConfigurationManagement
Service Management
Puppet Nagios / Icinga
JasperReporting
OTRS
OTRS + ITSM
Notification Workflow
OCS Inventory
i-doit
GNE – IT Business Solutions § www.gne.de § [email protected]
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...)
GNE – IT Business Solutions § www.gne.de § [email protected]
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
GNE – IT Business Solutions § www.gne.de § [email protected]
Icinga Reporting
GNE – IT Business Solutions § www.gne.de § [email protected]
CONFIGURATION MANAGEMENT OSS + ITSM
GNE – IT Business Solutions § www.gne.de § [email protected]
OSS + ITSM
Operations Management
ConfigurationManagement
Service Management
Puppet Nagios / Icinga
JasperReporting
OTRS
OTRS + ITSM
Notification Workflow
OCS Inventory
i-doit
GNE – IT Business Solutions § www.gne.de § [email protected]
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
GNE – IT Business Solutions § www.gne.de § [email protected]
OSS + ITSM
Operations Management
ConfigurationManagement
Service Management
Puppet Nagios / Icinga
JasperReporting
OTRS
OTRS + ITSM
Notification Workflow
OCS Inventory
i-doit
GNE – IT Business Solutions § www.gne.de § [email protected]
OCS Inventory
■ Asset inventory for windows and linux
■ Webinterface to mange your servers and workstations
GNE – IT Business Solutions § www.gne.de § [email protected]
OCS Inventory
GNE – IT Business Solutions § www.gne.de § [email protected]
OSS + ITSM
Operations Management
ConfigurationManagement
Service Management
Puppet Nagios / Icinga
JasperReporting
OTRS
OTRS + ITSM
Notification Workflow
OCS Inventory
i-doit
GNE – IT Business Solutions § www.gne.de § [email protected]
i-doit
■ ITIL Configuration Management Database
■ Technical Documentation
■ History of all CI's
■ Licence Management
GNE – IT Business Solutions § www.gne.de § [email protected]
i-doit
GNE – IT Business Solutions § www.gne.de § [email protected]
i-doit
GNE – IT Business Solutions § www.gne.de § [email protected]
SERVICE MANAGEMENT OSS + ITSM
GNE – IT Business Solutions § www.gne.de § [email protected]
OSS + ITSM
Operations Management
ConfigurationManagement
Service Management
Puppet Nagios / Icinga
JasperReporting
OTRS
OTRS + ITSM
Notification Workflow
OCS Inventory
i-doit
GNE – IT Business Solutions § www.gne.de § [email protected]
OTRS
■ Open Trouble Request System
■ problem / incident management ■ customer database interface (ldap, databases etc.)
■ ticket workflows
■ statistics
■ flexible and customizable
GNE – IT Business Solutions § www.gne.de § [email protected]
OTRS
GNE – IT Business Solutions § www.gne.de § [email protected]
OTRS
GNE – IT Business Solutions § www.gne.de § [email protected]
OTRS
GNE – IT Business Solutions § www.gne.de § [email protected]
OTRS Mobile
■ REST API
■ Permissons set in OTRS
GNE – IT Business Solutions § www.gne.de § [email protected]
OSS + ITSM
Operations Management
ConfigurationManagement
Service Management
Puppet Nagios / Icinga
JasperReporting
OTRS
OTRS + ITSM
Notification Workflow
OCS Inventory
i-doit
GNE – IT Business Solutions § www.gne.de § [email protected]
OTRS + ITSM
■ ITIL conform service management
■ Change Management – changes <> assets
■ Assest Management (CMDB) – assets <> tickets
■ SLA based ticketing – defined service times <> tickets
GNE – IT Business Solutions § www.gne.de § [email protected]
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)
GNE – IT Business Solutions § www.gne.de § [email protected]
OTRS + ITSM
GNE – IT Business Solutions § www.gne.de § [email protected]
OTRS + ITSM
GNE – IT Business Solutions § www.gne.de § [email protected]
OTRS + ITSM
GNE – IT Business Solutions § www.gne.de § [email protected]
OSS + ITSM
Operations Management
ConfigurationManagement
Service Management
Puppet Nagios / Icinga
JasperReporting
OTRS
OTRS + ITSM
Notification Workflow
OCS Inventory
i-doit
GNE – IT Business Solutions § www.gne.de § [email protected]
Notification Workflow
■ 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
GNE – IT Business Solutions § www.gne.de § [email protected]
QUESTIONS OSS ITSM
GNE – IT Business Solutions § www.gne.de § [email protected]
Our "open" Service
■ Consulting Projects and Workshop
■ Trainings
■ Support Contracts – Troubleshooting – Hosting – Remote / OnSite Support
GNE – IT Business Solutions § www.gne.de § [email protected]
?! GNE GmbH Brechhofer Straße 1 DE-56316 Raubach E-Mail: [email protected] Web: http://www.gne.de Twitter: http://twitter.com/gne_it
Questions