OpenITSM - IT Service Management with Open Source Software

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1 OpenITSM - IT Service Management with Open Source Software CloudExpo London Speaker: Julian Hein

2 NETWAYS Founded full time employees Headquarter Nuremberg, Germany Focus on Open Source in Systems Management Enterprise IT Infrastructure NETWAYS GmbH Deutschherrnstr Nürnberg

3 Key Areas Open Source Solutions Systems Management Enterprise IT Infrastructure Performance Management Configuration Management Service Management Knowledge Management Asset Management Identity Management Backup & Datensicherung High Availability Cluster Solutions Load Balancing Virtualization Storage Solutions Firewalls Databases Voice over IP Consulting Managed Services Events NETWAYS GmbH Deutschherrnstr Nürnberg

4 Key Areas Open Source Solutions Systems Management Enterprise IT Infrastructure Consulting Managed Services Events Projects Consulting Development Implementation Integration On Site Remote Premium Hosting Managed Managed Backup Managed Servers Outsourcing Conferences Workshops In-house Training Classroom Training NETWAYS GmbH Deutschherrnstr Nürnberg

5 Conferences 3. Open Source Datacenter Conference (OSDC) Focus on Automation and Systems Management April, 06 & 07 -> 6. Open Source Conference (OSMC) Tools, Techniques and Best Practices October, 06 & 07 -> NETWAYS GmbH Deutschherrnstr Nürnberg

6 Customers NETWAYS GmbH Deutschherrnstr Nürnberg

7 Open Source Commitment Service business model All our software is Open Source AddOns Support Icinga (a Nagios Fork) Portal Community Site NETWAYS GmbH Deutschherrnstr Nürnberg

8 Do we still need ITSM? NETWAYS GmbH Deutschherrnstr Nürnberg

9 NETWAYS GmbH Deutschherrnstr Nürnberg

10 NETWAYS GmbH Deutschherrnstr Nürnberg

11 Lots of challenges for everyone Providers of clouds Users of clouds Monitor their physical IT assets and virtual machines Private Cloud: Manage everything yourself Manage their physical and virtual machines Iaas & PaaS: Manage you plattform or applications Measure and report service levels and utilization to customers Provide a central service desk for customers Measure Service Level Agreements Provide a central service desk for internal users NETWAYS GmbH Deutschherrnstr Nürnberg

12 ITSM Areas Operations Management Configuration Management Visualization Reporting Service Management CMS Nagios Avail. / Icinga Network Config. Collect. Reporting Incident Event Perform. Version ETL Problem Change Asset Business Process End2End Config. Deploy Visualization Knowledge Messaging Layer DWH Monitor Tickets Events SLAs CIs Updates NETWAYS GmbH Deutschherrnstr Nürnberg

13 w. Nagios / Icinga System for Server and Services of objects through plugins Very flexible communication layer Webinterface for presentation and reporting Birds Eye Overview Details of single objects Flexible notification system Channels: , Text, Voice Call Configuration: Contacts, Groups, Intervalls, Daytime, Escalations Distributed High Availability NETWAYS GmbH Deutschherrnstr Nürnberg

14 Basic Setup of Nagios & Icinga Daemon Plugins Central Framework Actual Monitorinfg Configuration & Scheduling Exe, Scripts, Agents Webinterface Notifications Logfiles Event Handler Status Code OK, WARNING, CRITICAL Additional Info 2% free on /dev/sda1 NETWAYS GmbH Deutschherrnstr Nürnberg

15 Nagios Tactical Overview NETWAYS GmbH Deutschherrnstr Nürnberg

16 Nagios Webinterface Details NETWAYS GmbH Deutschherrnstr Nürnberg

17 What is Icinga? Community Fork of Nagios Started May 2009 Components & Teams Icinga-core Icinga-web Icinga-docs Compatible to Nagios Plugins Configuration Syntax AddOns Database Icinga Web Icinga API Add Ons Icinga Core Icinga DB NETWAYS GmbH Deutschherrnstr Nürnberg

18 Icinga Webinterface NETWAYS GmbH Deutschherrnstr Nürnberg

19 Icinga Statusmap NETWAYS GmbH Deutschherrnstr Nürnberg

20 Plugin Heatmap NETWAYS GmbH Deutschherrnstr Nürnberg

21 ITSM Areas Operations Management Configuration Management Visualization Reporting Service Management CMS Avail. Network Config. Collect. Reporting Incident Event EventDB Perform. Version ETL Problem Change Asset Business Process End2End Config. Deploy Visualization Knowledge Messaging Layer DWH Monitor Tickets Events SLAs CIs Updates NETWAYS GmbH Deutschherrnstr Nürnberg

22 Event Management: EventDB One Interface for Events Logfiles s SNMP Traps Analyze Events Type of event # of Events Time and period Full text search Correlate Error & OK message Integration in Nagios and Icinga NETWAYS GmbH Deutschherrnstr Nürnberg

23 Integration with other applications Notify based on events Link events to hosts in monitoring Integration in monitoring web interface Integration of current status in Integration of historic states in Ticketing Integrate events in Tickets NETWAYS GmbH Deutschherrnstr Nürnberg

24 ITSM Areas Operations Management Configuration Management Visualization Reporting Service Management CMS Avail. Network Config. Collect. Reporting Incident Event Perform. Grapher V2 Version ETL Problem Change Asset Business Process End2End Config. Deploy Visualization Knowledge Messaging Layer DWH Monitor Tickets Events SLAs CIs Updates NETWAYS GmbH Deutschherrnstr Nürnberg

25 Performance Management: Grapher V2 Use data from monitoring system Create dynamic performance charts MySQL Backend AJAX web interface Realtime Dashboards Multi Graphs Calculations Integration in monitoring NETWAYS GmbH Deutschherrnstr Nürnberg

26 Aufgabenstellung Operations Management Configuration Management Visualization Reporting Service Management CMS Avail. Network Config. Collect. Reporting Incident Event Business Business Process Process View Perform. End2End Version Config. Deploy ETL Visualization Problem Change Knowledge Asset Messaging Layer DWH Monitor Tickets Events SLAs CIs Updates NETWAYS GmbH Deutschherrnstr Nürnberg

27 Business Processes Business Process View Aggregate single items into business processes Hierarchical tree views And / Or Drilldown through elements Simulate problems NETWAYS GmbH Deutschherrnstr Nürnberg

28 ITSM Areas Operations Management Configuration Management Visualization Reporting Service Management CMS Avail. Network Config. Collect. Reporting Incident Event Perform. Version ETL Problem Change Asset Business Process End2End AutoIT Config. Deploy Visualization Knowledge Messaging Layer DWH Monitor Tickets Events SLAs CIs Updates NETWAYS GmbH Deutschherrnstr Nürnberg

29 End 2 End : AutoIT Open Source automation tool for Windows Simulates complex user actions Checks a whole process chain, e.g. Open Outlook & send mail Start SAP GUI Log into terminal server and start apps Log transaction time Forward results to Nagios / Icinga NETWAYS GmbH Deutschherrnstr Nürnberg

30 ITSM Areas Operations Management Configuration Management Visualization Reporting Service Management CMS Avail. Network RANCID Config. Collect. facter Reporting Incident Event Perform. CVS Version SVN GIT ETL Problem Change Asset Business Process End2End Config. Puppet Deploy Chef Visualization Knowledge Messaging Layer DWH Monitor Tickets Events SLAs CIs Updates NETWAYS GmbH Deutschherrnstr Nürnberg

31 Configuration Management Get Configurations Collect configuration from distributed systems RANCID (Network Devices) facter (Linux, Puppet) opsi (Windows) Manage Configurations Store and track configuration files Version Control Systems, e.g. CVS, SVN oder GIT Deploy Configurations Deploy changes to multiple and heterogenic Systems Configuration Management Systems, e.g. Puppet, Chef, opsi NETWAYS GmbH Deutschherrnstr Nürnberg

32 Integration with other applications Track success / failure of changes Monitor unauthorized changes Create config data from entries Send inventory data to Ticketing Implement authorization workflow Track changes in ticketing system Auto generate changes from tickets NETWAYS GmbH Deutschherrnstr Nürnberg

33 ITSM Areas Operations Management Configuration Management Visualization Reporting Service Management CMS Avail. Network Config. Collect. Reporting Incident i-doit Event Perform. Version ETL Problem Change OCS Asset / H Inventory Business Process End2End Config. Deploy Visualization Knowledge Messaging Layer DWH Monitor Tickets Events SLAs CIs Updates NETWAYS GmbH Deutschherrnstr Nürnberg

34 : i-doit ITIL Configuration Management Database Document all existing configuration items Technical documentation Dependencies b/w CI Business data History Any level of details Extendable Licence Management SLA Management NETWAYS GmbH Deutschherrnstr Nürnberg

35 Integration with other applications Integration w/ Display of current status from monitoring Integration of historic states into CI logbook Generation of configuration for the monitoring system Integration w/ Ticketing Select Configuration Items in ticketing system Display all incidents, problems und changes (open & resolved) Integration w/ Asset Management Get hardware data from asset management Store hardare data in Detect unauthorized hardware changes NETWAYS GmbH Deutschherrnstr Nürnberg

36 ITSM Areas Operations Management Configuration Management Visualization Reporting Service Management CMS Avail. Network Config. Collect. Reporting Incident Request Tracker Event Perform. Version ETL Problem Change OTRS Asset Business Process End2End Config. Deploy Visualization Knowledge Messaging Layer DWH Monitor Tickets Events SLAs CIs Updates NETWAYS GmbH Deutschherrnstr Nürnberg

37 Service Management: Request Tracker / OTRS Implement the most important ITIL processes Request Fulfilment Incident Management Problem Management Change Management Main features Assign ticket id no. Store history and comm. Assign to owner Track progress Priorisation & classification Resolve tickets Statistics & reporting NETWAYS GmbH Deutschherrnstr Nürnberg

38 Integration with other applications Integration w/ monitoring system Create tickets not mails Processing of alerts from monitoring system Resolve tickets if problem goes away Monitor ticketing system Availability Monitor service levels and reaction time Escalate tickets with high priority Integrate with Assign Tickets to CIs Integrate tickets into CI history NETWAYS GmbH Deutschherrnstr Nürnberg

39 ITSM Areas Operations Management Configuration Management Visualization Reporting Service Management CMS Avail. Network Config. Collect. Reporting Incident Event Perform. Version ETL Problem Change Asset Business Process End2End Config. Deploy Visualization Knowledge Wiki Messaging Layer DWH Monitor Tickets Events SLAs CIs Updates NETWAYS GmbH Deutschherrnstr Nürnberg

40 Aufgabenstellung Operations Management Configuration Management Visualization Reporting Service Management CMS Avail. Network Config. Collect. Reporting Incident Event Perform. Version ETL Problem Change Asset Business Process End2End Config. Deploy Visualization Knowledge Message Mule ESB Bus DWH Monitor Tickets Events SLAs CIs Updates NETWAYS GmbH Deutschherrnstr Nürnberg

41 Mule Enterprise Service Bus Single communication layer Safe transmission of messages b/w different endpoints Interfaces for different services (DB, Files, FTP, etc.) Routing, transformation & monitoring FTP RDBMS Applikation Enterprise Service Bus Mail Webservice NETWAYS GmbH Deutschherrnstr Nürnberg

42 Scenarios and Advantages Send monitoring status to central system Send commands Generate tickets and alerts Integrate different applications FTP RDBMS Applikation Enterprise Service Bus Reduces messaging complexity Safe transport of messages (think ) Message spooling Routing of messages e.g. by content Mail Webservice NETWAYS GmbH Deutschherrnstr Nürnberg

43 ITSM Areas Operations Management Configuration Management Visualization Reporting Service Management CMS Avail. Network Config. Collect. Reporting Incident Event Perform. Version ETL Problem Change Asset Business Process End2End Config. Deploy Visualization NagVis Knowledge Messaging Layer DWH Monitor Tickets Events SLAs CIs Updates NETWAYS GmbH Deutschherrnstr Nürnberg

44 Visualisation: NagVis Live, realtime visualisation of monitoring data Individual graphics with live status Single objects or groups Hierarchical maps and drill down Display process or complex systems NETWAYS GmbH Deutschherrnstr Nürnberg

45 Hardware NETWAYS GmbH Deutschherrnstr Nürnberg

46 Complex setup, e.g. SAN NETWAYS GmbH Deutschherrnstr Nürnberg

47 VM Setup NETWAYS GmbH Deutschherrnstr Nürnberg

48 ITSM Areas Operations Management Configuration Management Visualization Reporting Service Management CMS Avail. Network Config. Collect. Jasper Reporting Reports Incident Event Perform. Version Talend ETL Problem Change Asset Business Process End2End Config. Deploy Visualization Knowledge Messaging Layer DWH MySQL Monitor Tickets Events SLAs CIs Updates NETWAYS GmbH Deutschherrnstr Nürnberg

49 Relationships between ITSM objects Host Host Customer Updates Host Ticketing Contact Stammdaten Customer Contact NETWAYS GmbH Deutschherrnstr Nürnberg

50 Jasper Reports Create reports Java client Creation w/ realtime preview WYSIWYG layout Multiple diagram types: pie, line, balken Advanced feature: grouping, parameters, subreports Report distribution Channels: Webserver, Mail, on demand Formats: PDF, HTML, Excel, Word, Flash Scheduling NETWAYS GmbH Deutschherrnstr Nürnberg

51 Example Report NETWAYS GmbH Deutschherrnstr Nürnberg

52 ITSM Areas Operations Management Configuration Management Visualization Reporting Service Management CMS Nagios Icinga / Nagios Icinga Open NMS Puppet RANCID Chef facter Jasper Reports Request Tracker i-doit Event DB EventDB Grapher V2 CVS SVN SVN GIT GIT Talend Talend ETL OTRS OCS Inventory Business Process BPV View AutoIT Puppet Chef RANCID NagVis Wiki H Inventory Mule ESB DWH MySQL Monitor Tickets Events SLAs CIs CIs Updates NETWAYS GmbH Deutschherrnstr Nürnberg

53 Any questions? NETWAYS GmbH Deutschherrnstr Nürnberg

OpenITSM - IT Service Management with Open Source Software

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