Building a infrastructure for modern systems management can be a very expensive project - with commercial software. But Open Source can be an alternative, because today there are tools for all important service management processes available. The speach gives an overview about the most mature tools for Incident & Problem Management, Event Management, Operations Management, Service Desk and CMDB.
7. http://www.netways.de
Open Source Commitment
§ Service business model
§ All our software is Open Source
§ Monitoring AddOns
§ Support Icinga (a Nagios Fork)
§ Portal http://monitoringexchange.org
§ Community Site http://netways.org
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
8. http://www.netways.de
Do we still need ITSM?
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
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Lots of challenges for everyone
Providers of clouds Users of clouds
§ Monitor their physical IT § Private Cloud: Manage
assets and virtual machines everything yourself
§ Manage their physical and § Iaas & PaaS: Manage you
virtual machines plattform or applications
§ Measure and report service § Measure Service Level
levels and utilization to Agreements
customers
§ Provide a central service
§ Provide a central service desk for internal users
desk for customers
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
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Event Management: EventDB
§ One Interface for Events
§ Logfiles
§ E-Mails
§ SNMP Traps
§ Analyze Events
§ Type of event
§ # of Events http://www.netways.org
§ Time and period
§ Full text search
§ Correlate Error & OK message
§ Integration in Nagios and Icinga
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
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Integration with other applications
§ Monitoring
§ Notify based on events
§ Link events to hosts in monitoring
§ Integration in monitoring web interface
§ CMDB
§ Integration of current status in CMDB
§ Integration of historic states in CMDB
§ Ticketing
§ Integrate events in Tickets
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
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Business Processes
§ Business Process View
§ Aggregate single items into
business processes
§ Hierarchical tree views
§ And / Or
§ Drilldown through elements
§ Simulate problems
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
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End 2 End Monitoring: 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
http://www.autoitscript.com
§ Forward results to Nagios / Icinga
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
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CMDB: 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
http://www.i-doit.org
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
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Integration with other applications
§ Integration w/ Monitoring
§ 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 CMDB
§ Detect unauthorized hardware changes
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
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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
http://bestpractical.com/rt/
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
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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 CMDB
§ Assign Tickets to CIs
§ Integrate tickets into CI history
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
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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 Monitoring
http://www.mulesoft.com/
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
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Scenarios and Advantages
§ Send monitoring status to central system
§ Send commands FTP RDBMS Applikation
§ Generate tickets and alerts
Enterprise Service Bus
§ Integrate different applications
Mail Webservice Monitoring
§ Reduces messaging complexity
§ Safe transport of messages (think email)
§ Message spooling
§ Routing of messages e.g. by content
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de
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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
http://www.nagvis.org/
NETWAYS GmbH § Deutschherrnstr. 15-19 § 90429 Nürnberg § +49 911 92885-0 § http://www.netways.de