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]po[ Open source ITSM Solutions

As a successful provider of Project Management/ ERP tools, ]project-open[ extends its application stack by adding new modules to support principal ITSM business processes.

]project-open[ ITSM Reference Model

 

Scenario:
Request for changes (RFC's) that have been identified through the analysis of incidences managed by the Helpdesk, trigger the approval process for a project. Once approved, the project will added to the Project Portfolio. The ]po[ project management modules support project lifecycle management and project collaboration.

When a project will be closed, it outcome might have an impact on Software Releases or the Configuration Management Database that are managed with the very same platform.

 

All related activity to the above described scenario is not only operational-wise supported by ]po[ modules but also financially controlled. This allows IT managers to continuously track the costs involved.

 

]po[ ITSM Helpdesk

The ]po[ ITSM Help Desk is the central point of contact between service providers and users/customers on a day-to-day basis. It is intended to meet the communications needs of both Customers and IT.

All incidents are registered with the system. supported by business intelligence capabilities it serves as a extremely beneficial tool for IT Management when used to find, analyze, and eliminate common problems.

Staff members can effectively track and monitor the status of customer problems.

The Help Desk provides to customers a central and convenient point of reference for their IT related incidents. At any times new incidents can be entered and already registered incidents can be looked up to determine their status.

A powerful and highly configurable workflow engine is used to manage the flow of the tickets.

]po[ ITSM Change Management

The objective of Change Management is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to controlled IT infrastructure, in order to minimize the number and impact of any related incidents upon service.

]po[ ITSM Release Management

Release Management supports the platform-independent and automated distribution of software and hardware, including license controls across the entire IT infrastructure.

]po[ ITSM Configuration Management

Configuration management (CM) is a technical management model that focuses on establishing and maintaining consistency of a product's performance and its functional and physical attributes with its requirements, design, and operational information throughout its life.

 

Configuration Management is a process within the Information Technology Infrastructure Library (ITIL). It usually tracks all of the individual Configuration Items (CI) in an IT system which can be as simple as server or as complex as an entire IT Department.

 

]project-open[ ITSM supports the main five activitis in CM: Planning, Identification, Control, Monitoring and Verification.

 

]po[ ITSM Network Management

]po[ ITSM Network Management supports operation, administration and maintenance of networked systems. It already integrates with NAGIOS and Big Brother.