Open Source Help Desk as an integrated central part of IT Service Management! Jens Bothe! May 10, 2012!
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1 Open Source Help Desk as an integrated central part of IT Service Management! Jens Bothe! May 10, 2012!
2 Facts and Figures OTRS The Open Source Project! Community:!Enhances and expedites OTRSʼ distribution based on voluntary contributions.! Founded:!2001! Members:!More than 5,000! Software: Downloads:!1,1 Mio.! License: Website: Forum:!OTRS Help Desk, OTRS ITSM,!OTRS iphone App!!AGPL!! Non-commercial Community Support!! Quality assurance! Platform migration for specific distributions! Localizations! community features and apps! Users help users! 2!
3 Facts and Figures OTRS Group! Profile: Founded:!2003!!OTRS is the leading open-source service innovation suite. The OTRS product suite comprises a Help Desk, an ITIL V3 compatible IT service management (ITSM) solution, an associated iphone App and an underlying technology platform. Over 100,000 corporate groups worldwide use OTRS to improve service, increase customer satisfaction and lower costs. OTRS is available in 32 languages, enabling multinational corporations to consolidate their service operations onto a single, unified solution.! Locations:!Germany, The Netherlands, USA, Mexico,!Hong Kong, Malaysia! Employees:!70! Services: Website:!Implementation, customization and operation of OTRS. This includes consulting, training, software development, Service Subscription and fully Managed OTRS.!! 3!
4 Integration of OTRS With Third Party Solutions! 4!
5 Why Considering an Integration of OTRS With Third Party Solutions?! Keep focused on core competencies in development! Use Best of Breed for specific functionalities! Possibility of a step by step implementation! Possibility of an easy replacement of components if required! Easy to extend! 5!
6 ! Integration with Monitoring Software!
7 Integration with Monitoring Software! Proven postmaster filter for based monitoring alerts! Works out of the box with the most monitoring software solutions! Nagios! Icinga! HP Open View! MS MOM! 7!
8 Benefits of an Integration with Monitoring Software! Only one web front-end for your daily work! Better workflows! Monitoring Software opens the ticket! Agent can document his work (Ticket lock will acknowledge the alert)! Monitoring Software will close the ticket if everything is OK! Automatic update of the configuration items status in the CMDB! Also affects linked CIʼs and services! 8!
9 Easy Configuration! 9!
10 Easy Access to Information! In OTRS Ticket Zoom:! In Icinga or Nagios Host Information:! 10!
11 ! Enhancing Your CMDB! With Fusion Inventory!
12 Fusion Inventory! PERL-based inventory management solution that allows to collect hardware and software information! Runs on:! Windows 32 and 64 bits since version 2000! Linux 32 and 64 bits! *BSD (includes Mac OS X)! AIX! HP-UX! Solaris! Simple deployment with predefined configuration files! 12!
13 Fusion Inventory Connector to OTRS! State of the art JSON-based web service! Leveraging the Generic Interface of OTRS Help Desk 3.1! Mapping of CIʼs attributes can be done via a web interface! Acting as a server implementation for Fusion Inventory agents! Firewall friendly due to one way communication via http or https! Links hardware CIʼs with related software CIʼs! 13!
14 Fusion Inventory Example Output!! <HARDWARE>! <ARCHNAME>darwin-thread-multi-2level</ARCHNAME>! <CHECKSUM>262143</CHECKSUM>! <DESCRIPTION>i386/ :47:58</DESCRIPTION>! <DNS> / </DNS>! <ETIME>5</ETIME>! <IPADDR> / </IPADDR>! <MEMORY>16384</MEMORY>! <NAME>iMac</NAME>! <OSCOMMENTS>Darwin Kernel Version : Tue Jun 7 16:33:36 PDT 2011; root:xnu ~1/release_i386</oscomments>! <OSNAME>Mac OS X</OSNAME>! <OSVERSION> (10K549)</OSVERSION>! <PROCESSORN>1</PROCESSORN>! <PROCESSORS>3060</PROCESSORS>! <PROCESSORT>Intel Core 2 Duo</PROCESSORT>! <USERDOMAIN></USERDOMAIN>! <USERID>jb</USERID>! <UUID>F FE-55BE-AFFB-F8F1F48EF9C4</UUID>! <VMSYSTEM>Physical</VMSYSTEM>! <WORKGROUP>jbothe.de</WORKGROUP>! </HARDWARE>! 14!
15 Fusion Inventory Available Mechanisms! getconfig:! Fetches some information from OTRS, like URL for submitting data, lifetime of configuration data etc.! setconfig:! Submits the data the agent fetches via JSON! 'bios' => {! 'assettag' => 'No Asset Information',! 'bdate' => '05/18/2011',! 'bmanufacturer' => 'LENOVO',! 'bversion' => '8AET46WW (1.26 )',! 'mmanufacturer' => 'LENOVO',! 'mmodel' => '4240CTO',! 'msn' => '1ZJNX16L4UV',! 'skunumber' => undef,! 'smanufacturer' => 'LENOVO',! 'smodel' => '4240CTO',! 'ssn' => 'R9EL11W'! },! 15!
16 Fusion Inventory Easy Configuration Step 1! 16!
17 Fusion Inventory Easy Configuration Step 2! 17!
18 Fusion Inventory Easy Configuration Step 3! 18!
19 Fusion Inventory Easy Configuration Step 4! 19!
20 Fusion Inventory Easy Configuration Step 5! 20!
21 Thank You. Your Questions? Meet Me At The Booth!! 21!
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