Transcription
iTop: the open-source ITSM solutioniTop is a multi-client web portal designed for service providers and businesses. Simple and easy to use, it allowsall configuration items and their relationships to be managed in a flexible CMDB. With iTop, you can say goodbyeto numerous Excel files and increase productivity by managing user requests, incidents, problems, changes, andthe service catalog in a single repository. iTop adapts to your needs with the help of an interactive graphicinterface: ITSM Designer.Benefits Implement ITIL best practice with the guidance ofiTopRapid access to key IT informationManage your service commitmentsImprove the performance of your IT teamsIncrease user satisfactionReduce IT administration costs thanks to an opensource solutionInnovative features:ITSM DesignerAdapt the solution to your ITprocess, not vice versaData synchronization engineImport and synchronize yourdata in the CMDB frommultiple external sourcesImpact analysisVisually identify the impactof a component on youractivityEase of use:Interactive CSV importAn interactive wizard guidesyou through each stage ofthe import.Editable dashboardsConfigure your dashboards tosuit your needsWeb application, no client tobe deployedAccess the application fromanywhereDedicated portal for clientsFacilitate communicationwith end users
The core of iTop: the CMDBThe configuration management database (CMDB) is integratedin all iTop modules. It stores all the configuration items (CIs)and their relationships. These CIs cover: Infrastructure (servers, networks, printers)Application architecturesBusiness processesSitesDocumentationThe CMDB also allows you to document all contacts (teams,individuals) and their roles and responsibilities.Multi-criteria search form for user requestsAutomatic impact analysisiTop allows you to define dependency rules between differentCIs. These rules are used by the application to automaticallyanalyze the impact of an item on the other CIs.Properties of a CI: a serverThe CMDB keeps a log of all changes, making it possible toreturn to the source of information quickly.Graphic view of impact analysisThanks to the CMDB, IT teams always have a global picture ofthe information system.In the event of a change or incident, these rules are used toautomatically work out the consequences of this event andgenerate a list of persons who need to be notified.Service catalog managementIntegrated auditService catalog management is an integral part of iTop. It is thefoundation on which the various processes (the management ofuser requests, incidents and changes) are based.It is often difficult to guarantee that all the information requiredto manage an IT system is well documented. The integratedaudit tool in iTop defines the control rules that verify thepresence of information in the application. An error reportmakes it easy for the IT team to spot any missing information.iTop allows service level expectations to be defined on the basisof simple metrics that are measured directly on the tickets.Rapid access to informationiTop offers both multi-criteria searches and a global searchengine to help you navigate efficiently in the database. Thisrapid access to information significantly reduces incidentresolution time.In addition, in iTop each CI (or list of CIs) is accessible througha direct web link. This makes it easy to share a page or searchresult with other users.The audit rules can be configured in the iTop administrationinterface and the error report is generated in real time.Easy data loadingA lot of information relating to the information system is storedin Excel files. The import tool allows all this information to beloaded quickly into iTop. A wizard guides you through theprocess and verifies the coherence of the data. All the items
managed in the application can be imported in a single processalong with their relationships. This facilitates and acceleratesthe recovery and updating of existing data.Flexible ticket managementiTop allows you to manage different types of ticket, each with aspecific workflow: QueriesIncidentsProblemsChangeClient portal"Client" users can submit queries directly according to theservice catalog. Each user can track the progress of theirqueries and update them directly (additional information,satisfaction upon closure, etc.). All the information relating to aticket is stored and managed centrally in iTop, so there is nomore need to exchange e-mails. For standard requests theportal also provides predefined templates enabling the user toobtain the necessary information for the request.E-mail notifications (configurable with templates) and automaticactions (e.g. automatic closure of linked tickets) are linked toeach change of state for a ticket.List of tickets in the client portalManaging working days and hoursSatisfaction surveysAutomatically calculate your service commitments by day andhour, defined for each service and client.With iTop you can design questionnaires and manage surveys toevaluate user satisfaction. This system is integrated in theCMDB, so you can identify automatically the people you want tosurvey. The survey results can be accessed directly via the webinterface and can also be printed and exported in CSV format.Creation of tickets by e-mailUsers can create incident tickets or service requests in iTop bysimply sending an e-mail to one or more mailboxes. iTop alsosupports the updating of tickets based on e-mail conversationsand the automatic import of attachments.Productivity of support teamsSupport teams can keep users informed by posting updates in apublic log and using predefined responses. Updates areimmediately visible in the client portal as well as being sent bye-mail to the affected people.Results of a satisfaction surveyApproval of user requestsWith iTop, rules can be predefined to automate the approvalprocess. Using these rules, based on services and the roles andresponsibilities of contacts in the CMDB, the applicationautomatically sends an e-mail to the relevant people who needto approve the request. They can approve or reject the requestwith just a click. iTop supports active or passive approval aswell as multi-level approvals.DashboardsiTop provides simple dashboards enabling you to monitoractivity and the quality of the service delivered.They can be configured and defined at the level of eachmodule. With these dashboards you can monitor, for example: Activity rate of support teamsNumber of incidents per service or per clientManaged configuration items
Integrated activity reports with ExcelGraphic edition of data modelUsing the native functionality of Excel (web data import), youcan easily create activity reports based on the data in iTop.ITSM Designer is a graphic application, accessible online, whichis integrated in iTop for editing the application's data model.New fields and new types of CIs can be added with just a fewclicks. No knowledge of programming is required.These reports can be shared within the enterprise. There is noneed for training or additional tools: all you need in order touse them is a knowledge of Excel.Adapt iTop to your needs by defining your own menusaccording to user profiles.ITSM Designer manages multiple instances of iTop to developyour personalizations and test them before deploying them in aproduction environment.Example of Excel reportiTop also provides SQL views to allow you to use reporting toolslike Crystal Reports or Jasper Reports.Data integrationiTop integrates a powerful data exchange engine to bringtogether information from different external sources(applications, files, databases).The information managed by this engine is dynamically added,updated and deleted according to reconciliation rules defined iniTop.The data can be processed by an ETL product (Talend, Pentaho,etc.) or a script and simply loaded into the data exchangeengine with a MySQL connection or a call to a web service.Thanks to this functionality, data can be updated regularly andautomatically in iTop.There is a dashboard to facilitate the checkingsynchronizations, particularly error identification.ofAll information stored in iTop can be exported in differentformats (HTML, CSV, XML) via web services. For complexexports, iTop uses a query language (OQL – Object QueryLanguage) to interrogate the CI base.A program interface (REST/JSON) gives access to all applicationelements for advanced integrations: ticket synchronization,interfaces with supervision, etc.
CMDBService catalogUser request managementIncident managementProblem managementChange managementCSV importData synchronizationEditable dashboardsImpact analysisConfigurable notificationsREST/JSON APIManaging working days and hoursCreation and updating of tickets by e-mailAutomatic response by e-mailSimple ssionalSubscription Configurable approval rulesConfigured response templatesSatisfaction surveysTemplates for client requestsITSM Designer – personalize the CMDBITSM Designer – personalize processes andprofiles
General characteristics Multi-client capability with data partitioningMulti-criteria searchesData export in CSV, HTML, XMLData import in CSVMultilingual (by user)Google-type global searchSynchronous or asynchronous automatic e-mailnotificationUser profile managementDirect link with CIs and listsLocal / LDAP / JA-SIG CAS / external authenticationComplete change historyConfigurable dashboardsComplete REST/JSON API for access to dataCMDB Contact and role managementInfrastructure management (servers, networks, printers,PCs, etc.)Software and application architecture managementBusiness process managementManagement of relationships between CMDB elementsDocument management (in relationship with CIs)CI groups (can be arranged in a hierarchy)License and patch managementManagement of organizations and sites (option ofhierarchy)Ticket management Attachment of several tickets to a master ticketAutomatic calculation of priority according to impact andurgencyAddition of attachmentsIdentification of service and related service itemsAssignment to a team and agentAutomatic update of dates and timersAutomatic notification of contactsAction historyHelp desk Track user queriesIdentification of service user by name of company andcontactTypology of queriesSuspension of a query pending an actionApproval processUser portal for submitting and tracking queriesCreation and updates by e-mailSatisfaction surveysQuery templatesIncident management Automatic impact analysisLinks with CIs and contacts affectedCreation and updates by e-mail Links with incidents and changesDatabase of known errors and FAQDocumentation of workaroundDocumentation of solutionLinks between problem and affected CIsChange management Change management with approval process and role(manager, supervisor, etc.)Automatic impact analysisLinks with incidents and problemsLinks between change and affected CIsDocumentation of implemented actionsDocumentation of recovery planService catalog & SLA Management of service catalog and SLADefinition of agreed metrics (TTO, TTR etc.)Definition of coverage windowsManagement of client and vendor contractsRelationships between contracts and CIsRelationships between contracts and contactsAddition of documentsITSM Designer Online service for the personalization of iTopInteractive edition of objects and fieldsInteractive edition of menusRedefinition of application logoAutomatic version managementSupport for testing and roll-outMinimal configuration Web browser (customer workstation): IE 9 , Firefox 3 ,Safari 5 , ChromeSystem: Windows, Linux (Debian, Red Hat, FreeBSD),SolarisWeb server: IIS or Apache with PHP 5.2 Database: MySQL 5.0 Requirements (server): 2 processors, 4 GB RAM, 50 GBhard disk spaceiTop is an open-source software product edited by Combodo www.combodo.comcontact@combodo.com04 76 24 86 62Cover image: (ɔ) kattanapilot via FlickrProblem management Documentation of recurring incidents
iTop: the open-source ITSM solution iTop is a multi-client web portal designed for service providers and businesses. Simple and easy to use, it allows all configuration items and their relationships to be m
