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                       Spago4Q supporting process quality in an
             Italian Public Administration: KPI and dashboards to support
                                IT services governance


                        Conferences Solutions Linux Open Source – Cycle OW2
                                        Paris, 12th May 2011
                          Davide Dalle Carbonare - Sergio Oltolina - Gabriele Ruffatti


                                                                                   Licensed under a
www.eng.it                                                    Creative Commons 3.0 Unported License
www.spago4q.org                                           Goal


       Public Administrations Goal
       To purchase quality from services providers in order to provide quality services
       to citizens, to enterprises and to its employees




                                                                                    customer
                                              customer
          ICT                                            PA                                    Citizens
                     provider




                                                              provider
          provider
                                  service                                service
                                acquisition                              delivery


       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


   2                                                                                           www.eng.it
www.spago4q.org                            Guideline




       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




   3                                                                    www.eng.it
www.spago4q.org        Spago4Q Use Cases for Public Administration




                    DG Regional Policy                Veneto Region
                    European Commission, Brussels     Italy


       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



   4                                                             www.eng.it
www.spago4q.org                      Infrastructure




          ICT
                                                                                        Reports
       Services
                  Extraction                                    Delivery
                                                                                  Dashboards
                             The free/open source platform
                             to measure, analyze and monitor
                         quality of products, processes and services



                                              Configuration



                                       SLA & KPI
                                     Quality Models



   5                                                                       www.eng.it
www.spago4q.org            Spago4Q Use Case – Veneto Region

                                                               SLAs & KPIs
            ICT Services
                                                 Monitoring
 Software development


         Software maintenance


   System & Application                                 Reporting
   Monitoring


       Service Desk
                                                              Portal integration


                                               Transparency



   6                                                          www.eng.it
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



   7                                                                          www.eng.it
www.spago4q.org   Customer Benefits




   8                                  www.eng.it
www.spago4q.org             Spago4Q Use Case – Qualipso Project


       Spago4Q integration in OSS forges (e.g. Qualipso Factory) to
       • monitor the community interaction (forum, mailing lists, code repository, ...)
       • assess the quality of products and processes


                                                Qualipso
                                                Factory




       tools

                                             Spago4Q

   9                                                                          www.eng.it
www.spago4q.org                        Contacts




                  www.spago4q.org                 forge.ow2.org/projects/spago4q



                                davide.dallecarbonare@eng.it


                                davidedallecarbonare


                                @davdalle


 10                                                              www.eng.it

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Solutions Linux 2011: Spago4Q supporting process quality in an Italian Public Administration

  • 1. www.spago4q.org Spago4Q supporting process quality in an Italian Public Administration: KPI and dashboards to support IT services governance Conferences Solutions Linux Open Source – Cycle OW2 Paris, 12th May 2011 Davide Dalle Carbonare - Sergio Oltolina - Gabriele Ruffatti Licensed under a www.eng.it Creative Commons 3.0 Unported License
  • 2. www.spago4q.org Goal Public Administrations Goal To purchase quality from services providers in order to provide quality services to citizens, to enterprises and to its employees customer customer ICT PA Citizens provider provider provider service service acquisition delivery 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 2 www.eng.it
  • 3. www.spago4q.org Guideline 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 3 www.eng.it
  • 4. www.spago4q.org Spago4Q Use Cases for Public Administration DG Regional Policy Veneto Region European Commission, Brussels Italy 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 4 www.eng.it
  • 5. www.spago4q.org Infrastructure ICT Reports Services Extraction Delivery Dashboards The free/open source platform to measure, analyze and monitor quality of products, processes and services Configuration SLA & KPI Quality Models 5 www.eng.it
  • 6. www.spago4q.org Spago4Q Use Case – Veneto Region SLAs & KPIs ICT Services Monitoring Software development Software maintenance System & Application Reporting Monitoring Service Desk Portal integration Transparency 6 www.eng.it
  • 7. 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 7 www.eng.it
  • 8. www.spago4q.org Customer Benefits 8 www.eng.it
  • 9. www.spago4q.org Spago4Q Use Case – Qualipso Project Spago4Q integration in OSS forges (e.g. Qualipso Factory) to • monitor the community interaction (forum, mailing lists, code repository, ...) • assess the quality of products and processes Qualipso Factory tools Spago4Q 9 www.eng.it
  • 10. www.spago4q.org Contacts www.spago4q.org forge.ow2.org/projects/spago4q davide.dallecarbonare@eng.it davidedallecarbonare @davdalle 10 www.eng.it