Partner Session

1. GNE – IT Business Solutions § www.gne.de § info@gne.de
OpenSource IT Servicemanagement
Philipp Deneu

2. GNE – IT Business Solutions § www.gne.de § info@gne.de
GNE GMBH
INTRODUCTING

3. GNE – IT Business Solutions § www.gne.de § info@gne.de
Philipp Deneu
￭ Head of Operations, Consultant, Trainer
￭ more than 10 years in consulting
– Novell, Linux, Collaboration, Messaging, Databases
– Projectmanagement, Systemmanagement

4. GNE – IT Business Solutions § www.gne.de § info@gne.de
GNE GmbH
￭ Founded in 1988
￭ 14 Employees
￭ Specialized in E-Mail and Collaboration,
Infrastructure- and Datacentersolutions
￭ Partnership for competence:

5. GNE – IT Business Solutions § www.gne.de § info@gne.de
Expertise
￭ Open Source Monitoring
￭ Storage and Datacenter Management
￭ Desktop- and Endpointmanagement
￭ Networkinfrastructuredesign and Management
￭ Novell and Microsoft Solutions
￭ E-Mail and Collaboration Solutions

6. GNE – IT Business Solutions § www.gne.de § info@gne.de
Agenda
￭ Facts of IT Servicemanagement
￭ Why to use OpenSource Software (OSS)?
￭ IT Servicemanagement becomes familiar with OSS
￭ Questions

7. GNE – IT Business Solutions § www.gne.de § info@gne.de

8. GNE – IT Business Solutions § www.gne.de § info@gne.de
Reference: http://www.saperionblog.com/lang/
de/business-process-improvement-durch-die-
cloud/1207/

9. GNE – IT Business Solutions § www.gne.de § info@gne.de
IT SERVICEMANAGEMENT
Facts of ITSM

10. GNE – IT Business Solutions § www.gne.de § info@gne.de
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

11. GNE – IT Business Solutions § www.gne.de § info@gne.de
OSS
Why to use OpenSource Software?

12. GNE – IT Business Solutions § www.gne.de § info@gne.de
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

13. GNE – IT Business Solutions § www.gne.de § info@gne.de
OSS + ITSM
ITSM becomes familar with OSS

14. GNE – IT Business Solutions § www.gne.de § info@gne.de
OSS + ITSM
Operations
Management
Configuration
Management
Service
Management
Puppet
Nagios /
Icinga
JasperReporting
OTRS
OTRS + ITSM
Notification
Workflow
OCS Inventory
i-doit

15. GNE – IT Business Solutions § www.gne.de § info@gne.de
OPERATIONS MANAGEMENT
OSS + ITSM

16. GNE – IT Business Solutions § www.gne.de § info@gne.de
OSS + ITSM
Operations
Management
Configuration
Management
Service
Management
PuppetIcinga
JasperReporting
OTRS
OTRS + ITSM
Notification
Workflow
OCS Inventory
i-doit

17. GNE – IT Business Solutions § www.gne.de § info@gne.de
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)

18. GNE – IT Business Solutions § www.gne.de § info@gne.de
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)

19. GNE – IT Business Solutions § www.gne.de § info@gne.de
Icinga

20. GNE – IT Business Solutions § www.gne.de § info@gne.de
PNP4Nagios

21. GNE – IT Business Solutions § www.gne.de § info@gne.de
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

22. GNE – IT Business Solutions § www.gne.de § info@gne.de
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 (++)....

23. GNE – IT Business Solutions § www.gne.de § info@gne.de
Icinga-Web
￭ Modern and flexible webinterface
￭ Support for Enterpriseinfrastructures
￭ Authentication to directory services and/or interal
database
￭ Multitenant
￭ Distributed Monitoring

24. GNE – IT Business Solutions § www.gne.de § info@gne.de
Icinga-Web

25. GNE – IT Business Solutions § www.gne.de § info@gne.de
Icinga Web BPM
￭ Business Process Monitoring based on monitoring
objects

26. GNE – IT Business Solutions § www.gne.de § info@gne.de
Icinga Mobile

27. GNE – IT Business Solutions § www.gne.de § info@gne.de
OSS + ITSM
Operations
Management
Configuration
Management
Service
Management
Puppet
Nagios /
Icinga
JasperReporting
OTRS
OTRS + ITSM
Notification
Workflow
OCS Inventory
i-doit

28. GNE – IT Business Solutions § www.gne.de § info@gne.de
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...)

29. GNE – IT Business Solutions § www.gne.de § info@gne.de
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

30. GNE – IT Business Solutions § www.gne.de § info@gne.de
Icinga Reporting

31. GNE – IT Business Solutions § www.gne.de § info@gne.de
CONFIGURATION MANAGEMENT
OSS + ITSM

32. GNE – IT Business Solutions § www.gne.de § info@gne.de
OSS + ITSM
Operations
Management
Configuration
Management
Service
Management
Puppet
Nagios /
Icinga
JasperReporting
OTRS
OTRS + ITSM
Notification
Workflow
OCS Inventory
i-doit

33. GNE – IT Business Solutions § www.gne.de § info@gne.de
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

34. GNE – IT Business Solutions § www.gne.de § info@gne.de
OSS + ITSM
Operations
Management
Configuration
Management
Service
Management
Puppet
Nagios /
Icinga
JasperReporting
OTRS
OTRS + ITSM
Notification
Workflow
OCS Inventory
i-doit

35. GNE – IT Business Solutions § www.gne.de § info@gne.de
OCS Inventory
￭ Asset inventory for windows and linux
￭ Webinterface to mange your servers and
workstations

36. GNE – IT Business Solutions § www.gne.de § info@gne.de
OCS Inventory

37. GNE – IT Business Solutions § www.gne.de § info@gne.de
OSS + ITSM
Operations
Management
Configuration
Management
Service
Management
Puppet
Nagios /
Icinga
JasperReporting
OTRS
OTRS + ITSM
Notification
Workflow
OCS Inventory
i-doit

38. GNE – IT Business Solutions § www.gne.de § info@gne.de
i-doit
￭ ITIL Configuration Management Database
￭ Technical Documentation
￭ History of all CI's
￭ Licence Management

39. GNE – IT Business Solutions § www.gne.de § info@gne.de
i-doit

40. GNE – IT Business Solutions § www.gne.de § info@gne.de
i-doit

41. GNE – IT Business Solutions § www.gne.de § info@gne.de
SERVICE MANAGEMENT
OSS + ITSM

42. GNE – IT Business Solutions § www.gne.de § info@gne.de
OSS + ITSM
Operations
Management
Configuration
Management
Service
Management
Puppet
Nagios /
Icinga
JasperReporting
OTRS
OTRS + ITSM
Notification
Workflow
OCS Inventory
i-doit

43. GNE – IT Business Solutions § www.gne.de § info@gne.de
OTRS
￭ Open Trouble Request System
￭ problem / incident management
￭ customer database interface (ldap, databases etc.)
￭ ticket workflows
￭ statistics
￭ flexible and customizable

44. GNE – IT Business Solutions § www.gne.de § info@gne.de
OTRS

45. GNE – IT Business Solutions § www.gne.de § info@gne.de
OTRS

46. GNE – IT Business Solutions § www.gne.de § info@gne.de
OTRS

47. GNE – IT Business Solutions § www.gne.de § info@gne.de
OTRS Mobile
￭ REST API
￭ Permissons
set in OTRS

48. GNE – IT Business Solutions § www.gne.de § info@gne.de
OSS + ITSM
Operations
Management
Configuration
Management
Service
Management
Puppet
Nagios /
Icinga
JasperReporting
OTRS
OTRS + ITSM
Notification
Workflow
OCS Inventory
i-doit

49. GNE – IT Business Solutions § www.gne.de § info@gne.de
OTRS + ITSM
￭ ITIL conform service management
￭ Change Management
– changes <> assets
￭ Assest Management (CMDB)
– assets <> tickets
￭ SLA based ticketing
– defined service times <> tickets

50. GNE – IT Business Solutions § www.gne.de § info@gne.de
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)

51. GNE – IT Business Solutions § www.gne.de § info@gne.de
OTRS + ITSM

52. GNE – IT Business Solutions § www.gne.de § info@gne.de
OTRS + ITSM

53. GNE – IT Business Solutions § www.gne.de § info@gne.de
OTRS + ITSM

54. GNE – IT Business Solutions § www.gne.de § info@gne.de
OSS + ITSM
Operations
Management
Configuration
Management
Service
Management
Puppet
Nagios /
Icinga
JasperReporting
OTRS
OTRS + ITSM
Notification
Workflow
OCS Inventory
i-doit

55. GNE – IT Business Solutions § www.gne.de § info@gne.de
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

56. GNE – IT Business Solutions § www.gne.de § info@gne.de
QUESTIONS
OSS ITSM

57. GNE – IT Business Solutions § www.gne.de § info@gne.de
Our "open" Service
￭ Consulting Projects and Workshop
￭ Trainings
￭ Support Contracts
– Troubleshooting
– Hosting
– Remote / OnSite Support

58. GNE – IT Business Solutions § www.gne.de § info@gne.de
?!
GNE GmbH
Brechhofer Straße 1
DE-56316 Raubach
E-Mail: pdeneu@gne.de
Web: http://www.gne.de
Twitter: http://twitter.com/gne_it
Questions