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Supporting process quality in Italian public administration
1. www.spago4q.org
Spago4Q supporting process quality in an
Italian Public Administration: KPI and dashboards to support
IT services governance
Conferences Solutions Linux Open Source – Cycle OW2
Paris, 12th May 2011
Davide Dalle Carbonare - Sergio Oltolina - Gabriele Ruffatti
Licensed under a
www.eng.it Creative Commons 3.0 Unported License
2. www.spago4q.org Goal
Public Administrations Goal
To purchase quality from services providers in order to provide quality services
to citizens, to enterprises and to its employees
customer
customer
ICT PA Citizens
provider
provider
provider
service service
acquisition delivery
Quality Shall
• be correlated to the goals of the delivery process
• allow to formalize the requested service level
• allow to verify the attained service level in a total transparent way for all the
involved actors
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3. www.spago4q.org Guideline
Guideline
Quality levels must combine and integrate all the activities of the ICT delivery
process providing total transparency
Tool
SLAs and quality indicators, allowing to:
• provide operational goals with measurable results
• monitor the supply lifecycle and all ICT services activities
• monitor quality over time
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4. www.spago4q.org Spago4Q Use Cases for Public Administration
DG Regional Policy Veneto Region
European Commission, Brussels Italy
Goals
• Avoid misalignments between the development and the business services
• Joint evaluation of software and hardware vendors
• Computation of SLAs e KPIs (continuous and proactive monitoring)
• Root cause analysis
• Reports sharing and acceptance process
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5. www.spago4q.org Infrastructure
ICT
Reports
Services
Extraction Delivery
Dashboards
The free/open source platform
to measure, analyze and monitor
quality of products, processes and services
Configuration
SLA & KPI
Quality Models
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6. www.spago4q.org Spago4Q Use Case – Veneto Region
SLAs & KPIs
ICT Services
Monitoring
Software development
Software maintenance
System & Application Reporting
Monitoring
Service Desk
Portal integration
Transparency
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7. www.spago4q.org SLAs & Quality Indicators
SLAs definitions based on
• models proposed by DigitPA, Italy (www.digitpa.gov.it)
• quality models by product (ISO 9216, …)
• quality models by process (ITIL v3, CMMI for service, CMMI for development, …)
Qualipso Assessment Framework – www.qualipso.org
• OMM – Open Source Maturity Model (development process)
• MOSST – Model of Open Source Software Trustworthiness (product)
• OP2A – Open source Product Portal Assessment (web site communication)
Qualipso Labeling service provided by the Qualipso Competence Centers
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9. www.spago4q.org Spago4Q Use Case – Qualipso Project
Spago4Q integration in OSS forges (e.g. Qualipso Factory) to
• monitor the community interaction (forum, mailing lists, code repository, ...)
• assess the quality of products and processes
Qualipso
Factory
tools
Spago4Q
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