PROPOSAL OF EVALUATION CRITERIA FOR FREE AND OPEN SOURCE TOOLS FOR MODELLING AND SUPPORT OF IT SERVICE MANAGEMENT ACCORDING TO ITIL

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1 PROPOSAL OF EVALUATION CRITERIA FOR FREE AND OPEN SOURCE TOOLS FOR MODELLING AND SUPPORT OF IT SERVICE MANAGEMENT ACCORDING TO ITIL Lukas Kralik, Rman Senkerik and Rman Jasek Tmas Bata University in Zlin, Faculty f Applied Infrmatics Department f Infrmatics and Artifficial Intelligence Nad Stranemi 4511, Zlin, Czech Republic {kralik, senkerik}@fai.utb.cz KEYWORDS ITIL, ITIL tls, tls, IT service supprt, ITIL implementatin, multicriterial evaluatin. ABSTRACT This paper respnds t requirement t imprve the rientatin between ffered SW, such as ITIL tls. Nwadays there are enrmus amunt f ffered tls. This situatin very ften leads t pr implementatin f ITIL n the basis f primary unapprpriate chice. This paper is fcused n the mdel and prpsal f evaluatin criteria fr free and pen surce tls fr mdeling and supprt f IT service management accrding t ITIL. Thus this article aims t mdel the classificatin, which shuld facilitate chice f a suitable tl. Simultaneusly, this classificatin will serve fr further wrk creatin f methdlgy fr evaluatin f ITIL tls. In first phase this prpsal is aimed mainly n Czech cmpanies which will prvide required feedback fr future wrk. INTRODUCTION With the develpment f infrmatin and cmmunicatin technlgies (ICT) and their interference int all sectrs, management and delivery f IT services gaining different dimensin and meaning. The quality f prviding r managing IT services can greatly affect the peratin r perfrmance f cmpany (Lukas, L.; Cahlik, M. and L. Kralik. 2012). Fr this reasn it was intrduced as an internatinally acclaimed standard knwn as ITIL. It is an acrnym fr Infrmatin Technlgy Infrastructure Library. ITIL is a set f cncepts and practices that allw better planning and imprvement f the use f IT, whether by the prviders f IT services r by the custmers (Kralik, L. 2013; Kralik, L. 2014). ITIL is a cllectin f bks in the frm f extensive and widely available manual fr IT service management. The experiences and recmmendatins have becme best practices. Als it prvides sufficient flexibility t adapt the recmmendatins frm bks ITIL requirements and needs f a specific crpratin. ITIL represents a free available framewrk, cvering the entire cycle f IT services. ITIL is suitable fr all cmpanies that perate IT services. As a framewrk, ITIL is full f tips, warnings, knwledge, missins, instructin, and things what t d r nt d. One f the greatest benefits f ITIL is a fact that it is based n experience f thers (Bucksteeg, M. 2012). Accrding t the current versin f ITIL v3 it is pssible t say that ITIL tl is an arbitrary sftware tl which use leads t prbably imprve and streamline the prviding and managing IT services. There is nly ne cnditin it must be a SW (Kralik, L. 2013). The uses f ITIL tls are cmplicated due t the wide range f ffered tls and their price. Fr this reasn small and medium cmpanies have n interest in usage f ITIL. On the ther hand, recently significant amunts f Free and Open Surce SW are beginning t discver even between ITIL tls. ITIL LIFECYCLE Frm f each service accrding t ITIL is based n strategy (Service Strategy), which defines the reasns fr its existence. Then it passes thrugh the frmulatin f a prpsal and develpment f service (Service Design), which is subsequently realized. Finally service is deplyed (Service Transitin) and perated n a daily maintenance (Service Operatin). Hwever, this is nt end because service is mnitred thrugh all stages f the service lifecycle. This will allw cntinuus imprvement (Cntinual Service Imprvement) f all aspects f the service (Bucksteeg, M. 2012). Figure 1: Service lifecycle ( Axels 2011) Prceedings 29th Eurpean Cnference n Mdelling and Simulatin ECMS Valeri M. Mladenv, Petia Gergieva, Grisha Spasv, Galidiya Petrva (Editrs) ISBN: / ISBN: (CD)

2 IT Service Strategy Planning the IT Services Service Strategy deals with the strategic analysis, planning, psitining, and implementatin relating t IT service mdels, strategies, and bjectives. It prvides guidance n leveraging service management capabilities t effectively deliver value t custmers and illustrate value fr service prviders (Axels 2011c; Bucksteeg, M. 2012). The fllwing peple, prcess and prducts cmbine t make this a functinal perating unit with IT: Peple Service Definitin Manager Service Research Manager Financial Analysis Manager Service Marketing Manager Service Frecast Manager Prcess Prtfli Management Financial Management Demand Management Prducts Service Request & Planning Tls Service Knwledge & Cnfiguratin Management Tls (Axels 2011c; Bucksteeg, M. 2012) IT Service Design Mdeling the IT Services Service Design translates strategic plans and bjectives and creates the designs and specificatins fr executin thrugh service transitin and peratins. Peple Security Engineering Manager Desktp Engineering Manager Netwrk Engineering Manager Systems, Servers & Strage Engineering Manager Applicatins Engineering Manager Prcess Service Catalgue Management Service Level Management Capacity Management Availability Management Cntinuity Management Infrmatin Security Management Supplier Management Prducts Service Catalgue Tls Service Level Management Tls Capacity Planning Tls Service Mdeling Tls Service Knwledge & Cnfiguratin Management Tls IT Service Transitin - Implementing the IT Services Service Transitin prvides guidance n the service design and implementatin, ensuring that the service delivers the intended strategy and can be perated and maintained effectively. Peple Security Asset Manager Desktp Asset Manager Netwrk Asset Manager Systems, Servers & Strage Asset Manager Applicatins Asset Manager Prcess Supprt & Transitin Management Change Management Asset & Cnfiguratin Management Release & Deply Management Validatin Management Evaluatin Management Knwledge Management Prducts Asset Management Tl Service prvisin Tl Run Bk Task Autmatin Tls Service Knwledge & Cnfiguratin Management Tls (Axels 2011a; Bucksteeg, M. 2012) IT Service Operatin Managing the IT Services Service Operatin prvides guidance n managing a service thrugh its day-t-day prductin life. It als prvides guidance n supprting peratins by means f new mdels and architectures such as shared services, utility cmputing, web services, and mbile cmmerce. Peple Security Operatin Manager Desktp Operatins Manager Netwrk Operatins Manager Systems, Server & Strage Operatins Manager Applicatins Operatins Manager Prcess Event Management Incident Management Prblem Management Fulfillment Management Access Management Service Desk Functin Management Service Operatins Functin Management Technical Operatins Functin Management Applicatin Operatins Functin Management Prducts Service Desk with Incident Management Tl Prblem Management Tl Event Management Tl Trubleshting Tl (Axels 2011b; Bucksteeg, M. 2012)

3 IT Cntinual Service Imprvement Measuring the IT Services Cntinual Service Imprvement prvides guidance n measuring service perfrmance thrugh the service life-cycle, suggesting imprvements in service quality, peratinal efficiency and business cntinuity. Peple Service Measurement Manager Quality Measurement Manager Cmpliance Measurement Manager Security Measurement Manager Resurce Measurement Manager Prcess IT Gvernance Management (using COBIT best practices) IT Resurce Management (using PMI methds) IT Quality Management (using Six Sigma methds) IT Security Management (using ISO standards) Prducts Cmpliance Management & Measurement Tls Service Knwledge & Cnfiguratin Management Tls (Bucksteeg, M. 2012) EVALUATION CRITERIA Availability f Free and Open Surce ITIL tls n the market is really wide that cause very difficult rientatin between them. This prblem is als related t selectin f the mst apprpriate tls fr a specific cmpany. Therefre, belw is defined prpsal f the basic criteria fr selectin and evaluatin f these tls with simple descriptin (H, W., Xu, X., Dey, P.K ). Hwever, it is imprtant t say that each cmpany may have different requirements and ther criteria (Oddershede, A., Carrasc, R. 2010). S, same tl is useful fr ne cmpany and at the same time might be useless fr anther cmpany. S this prpsal will be tested and reviewed in practice and btained feedback will be used fr mdificatin f these criteria. Fllwing categries fr criteria was established n practical experiences and reviews with IT managers. Prpsed basic criteria fr Free and Open Surce ITIL tls are divided int several grups: 1. Prduct Functinality 2. Requirements fr Free and Open Surce Prject 3. Specificatins 4. User friendliness (Kralik, L. 2013; Kralik, L. 2014) Prduct Functinality Criteria relating t the functinality vary by applicatin categry. A large number f features d nt necessarily mean that the applicatin is better than cmpeting prduct with a shrter list f features. At this time, this pint cannt be assessed quantitatively as a measurable criterin f selectin, but rather as an verview which may apprise readers and prvide them infrmatin abut the basic functins f the prduct. Hwever, in future will be prpsed criteria related t this categry. Requirements fr Free and Open Surce Prject Under term f Open surce prject is meant rganizing and managing a grup f peple wh are invlved int the develpment f the prduct. In this categry it is pssible t define fllwing criteria (mre details in Table 1): Duratin f the prject; versin in which the prduct is available. License, under which the prduct is ffered. Activity n the mailing lists - cmmunity Optin f cmmercial supprt. Apprpriate dcumentatin - is the absence f the necessary dcumentatin was in the selectin f apprpriate tls stumbling blck relatively large number f prjects. The basic requirement in this case, I cnsider the existence f technical dcumentatin and user dcumentatin. Dem applicatin trial versin. Table 1:Values f Requirements fr Free and Open Surce Prject Value Scale Duratin f the prject 1 Less than 1 year years years years 5 Mre than 5 years Nte New prject, high prbability f bugs, insufficient testing in practice New prject tested in practice, minr bugs Average duratin f Open Surce prjects, suitable fr implementatin Reliable prject, issuing regular updates, at least versin 2 Reliable prject, issuing regular updates, at least versin 5 Activity n the mailing lists - cmmunity Incmplete answers, 1 Lw activity lng waiting time fr new answer 2 Lw medium Waiting fr new answer activity mre than 7 days 3 Medium Waiting fr new answer activity till 7 days

4 4 Medium high activity 5 High activity Optin f cmmercial supprt 1 N 5 Yes Apprpriate dcumentatin 1 2 Weak Withut dcumentatin 3 Average 4 Gd New answer during few days (3), wn cmmunity New answer during ne day, wn cmmunity - frum Help + illustrative examples; language: English/Czech/Slvak In electrnic frm (i.e. PDF) + help; language: English In electrnic frm (i.e. PDF) + help + illustrative examples; language: English In electrnic frm (i.e. PDF) + help + 5 Excellent illustrative language: English/Czech/Slvak Dem applicatin trial versin 1 N 5 Yes Specificatins examples; Mst f the Free and Open Surce prducts use f ready-made prgrams usually als available under any ther Free r Open Surce licenses. This cvers prgrams such as the Apache web server, r database servers MySQL, PstgreSQL, servers Pstfix and s n. Technical parameters are therefre a cnsiderable amunt and in particular, fr each f this sftware may vary. Therefre, it is evaluatin nly directly influenced by the fllwing parameters (mre details in Table 2): HW requirements Supprted perating systems - Crss-platfrm Integratin with ther SW Difficulty f cnfiguratin Value Scale Table 2: Values fr Specificatins HW requirements RAM 1 Mre than 8 GB GB 3 4 GB GB MB 1 GB Nte HW requirements CPU 1 Intel i5, i7; AMD Buldzer cre; quadcre 2 Intel i3, AMD K10 Cre; multicre 3 Intel Dual-Cre, AMD K8 Cre; Dual-cre Intel Pentium 4, AMD K7 Cre; 64-bit 4 5 single cre CPU Intel Pentium 4, AMD K7 Cre; 32-bit single cre CPU Supprted peratin system 1 OS X r Linux 2 MS Windws 8/8.1 3 MS Windws 7/8/8.1 4 MS Windws 7/8/8.1/XP 5 MS Windws 7/8/8.1/XP, OS X, Linux Integratin with ther SW 1 N 2 Yes; r Office SW 3 Yes; + Office SW 4 Yes; Anther ITIL tl 5 Yes; Anther ITIL tl + + Office SW Difficulty f cnfiguratin Cmmand line; need 1 Very knwledge abut difficult prgramming, scripting and databases n high level Cmmand line; advance 2 Difficult knwledge abut scripting r databases 3 Medium 4 Easy GUI; advance knwledge abut scripting r databases GUI; basic knwledge abut scripting r databases 5 Very Easy GUI; user knwledge Other parameters such as licenses, prgramming language, etc. are given nly as a parameter list and have nly infrmative value t the end user, which can serve t mre specific evaluatin accrding t the requirements f the specific cmpany. User friendliness User friendliness is the main parameter that affects the user's ability t learn t wrk with a new prduct and use all functins. Imprperly designed user interface can greatly influence user's wrk. Evaluatin f this criterin is very subjective and based primarily n practical experience. At the same time here enter lcalizatin - used language and f curse the entire GUI (Graphic User Interface). Sme tls are merely fr the Cmmand line. Values with descriptins fr these criteria are described in Table 3. Table 3: Values fr User Friendliness Value Nte User interface 1 Cmmand line

5 2 Cmmand line + simple GUI 3 GUI + cmmand line 4 GUI; cnfusing structure f GUI 5 GUI; intuitive design f GUI Language 1 Other 2 English 3 Slvak 4 Czech 5 Chsing language CONCLUSION Due t the widespread f infrmatin and cmmunicatin technlgies, which tday affects abslutely all human activity, the use f IT management is abslutely necessary. ITIL framewrk has deal whit this issue with mre than 20 years f experience. It gathers the best experience in IT management and prvides advice and tips. With this way ITIL helps t cmpanies imprve their verall IT management efficiency. The main bjective f the prject was t design a prcedure fr mdeling and evaluating Free and Open Surce ITIL tls. A license fr cmmercial prduct ften ges up t the rder f hundreds f thusands f Czech crwns. And even after implementatin f this tl, there is n guarantee that the prduct purchased fr individual cmpany is the right slutin. Anther ptin is t chse frm Free r Open Surce slutins. Hwever, they are n the rise and each year cmes a large amunt f new prjects. Nt all f them have high quality and have a future. Anther fact is the absence f a database r a web prtal, which wuld be devted t this issue. Based n these fact was created prject abut the evaluatin f Free and Open Surce ITIL tls. Als this prject serve fr future wrk aimed n prpsal and creatin f methdlgy fr evaluating f ITIL tls. ACKNOWLEDGEMENT This wrk was supprted by grant N. IGA/FAI/2015/039 frm IGA (Internal Grant Agency) f Thmas Bata University in Zlin; further by financial supprt f research prject NPU I N. MSMT- 7778/2014 by the Ministry f Educatin f the Czech Republic and als by the Eurpean Reginal Develpment Fund under the Prject CEBIA-Tech N. CZ.1.05/2.1.00/ REFERENCES 1. Axels ITIL cntinual service imprvement [nline]. 2nd ed. Lndn: TSO, xi, 246 s. ISBN ( 2. Axels ITIL service design [nline]. 2nd ed. Lndn: TSO, 2011, xi, 442 p. ISBN ( 3. Axels ITIL service peratin [nline]. 2nd ed. Lndn: TSO, 2011, xi, 370 p. ISBN ( 4. Axels ITIL service transitin [nline]. 2nd ed. Lndn: TSO, 2011, xii, 347 p. ISBN ( 5. Axels ITIL: service strategy [nline]. Lndn: Statinery Office, 2011, xii, 264 p. ISBN ( 6. Bucksteeg, M ITIL Brn: Cmputer Press, 216 p. ISBN H, W., Xu, X., Dey, P.K Multi-criteria decisin making appraches fr supplier evaluatin and selectin: A literature review. In: Eurpean Jurnal f Operatinal Research. P Kralik, L Searching surces and evaluatin criteria fr pen surce ITIL tls. In: Mezinardni Masarykva Knference Pr Dktrandy a Mlade Vedecke Pracvniky. Hradec Kralve: Magnimitas, ISBN Kralik, L Autmated Unattended Installatin in Kvarna Viva, a.s. In: Internatinal jurnal f cmputers. Oregn (USA): Nrth Atlantic University Unin. 10. Lukas, L.; Cahlik, M. and L. Kralik Prtectin f Data Centers Physical Prtectin. In: RECENT ADVANCES in INFORMATION SCIENCE: Prceedings f the 3rd Eurpean Cnference f Cmputer Science (ECCS '12). Paris, France WSEAS Press, ISBN , ISSN Oddershede, A., Carrasc, R Methdlgy t evaluate and imprve the QS ICT netwrks in the healthcare service. In: 7th Internatinal Sympsium n Cmmunicatin Systems, Netwrks and Digital Signal Prcessing. p ISBN:

6 AUTHOR BIOGRAPHIES LUKAS KRALIK is dctral student at Tmas Bata University in Zlin. His field f research is IT Service Management, especially ITIL and SW tls fr ITSM. He has rich practical experience because at the same time when he studied his master degree he wrked as an IT manager and IT supprt in cmpany Kvarna Viva, a.s. Main duties in this jb were administratin and innvatin f IT prcesses. In 2012 he passed ITIL Fundatin examinatin and received internatinal certificate in field f ITSM. Als he participated in several internatinal cnferences as an invited authr. His address is: kralik@fai.utb.cz ROMAN SENKERIK was brn in the Czech Republic, and went t the Tmas Bata University in Zlin, where he studied Technical Cybernetics and btained his MSc degree in 2004, Ph.D. degree in Technical Cybernetics in 2008 and Assc. prf. in 2013 (Infrmatics). He is nw an Assc. prf. at the same university (Research and curses in: Applied Infrmatics, Cryptlgy, Artificial Intelligence, Mathematical Infrmatics). His address is: senkerik@fai.utb.cz