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IT Service Management

Integrated Service Management from it-novum

Combining the seamless interoperability of the open-source software tools i-doit, openITCOCKPIT, ((OTRS)) Community Edition, JDisc and Pentaho, users can take advantage of cross-departmental benefits and interactions they would otherwise miss. With a comprehensive service management solution from it-novum, you can document your IT systems in i-doit, manage your processes and workflows via ((OTRS)) Community Edition, monitor your business services with openITCOCKPIT and create system-wide management reports with Pentaho.

Customer-specific optimisation

The flexible architecture of it-novum's integrated IT service management solution means adjustments can be made to the system without the need for programming or any intervention in the kernel of the open source tools used. Thus, seamless system maintainability is assured – particularly with regard to updates and new releases of the underlying open-source tools.

The i-doit / OTRS Connector: Service management and IT documentation combined

Using the i-doit / ((OTRS)) Community Edition Connector, it-novum makes it possible to connect ((OTRS)) Community Edition and i-doit so that for the user, these appear to operate as one system. And by combining these two solutions, many internal processes can be simplified. For example, configuration items (assets / inventories), service level agreements and service information can be synchronised from i-doit to ((OTRS)) Community Edition. This means ((OTRS)) Community Edition agents can respond more quickly to outages because they have a clear view of the affected devices or locations thanks to this bi-directional link. With just a single mouse click it is possible for ((OTRS)) Community Edition agents to see whether business services are affected by a given outage.

Management reports on all ITSM components

Each ITSM component has the ability to produce its own reports. These analyses, however, only refer to their individual data ranges. An over-arching analysis of all data can be achieved by connecting the Pentaho business analytics platform to your CMDB, monitoring and ticketing systems. Pentaho gives users and admins the power to draw together and correlate data from these different systems and clearly present this in the form of reports and easy-to-understand dashboards. For example, trend forecasts, future plans and the processing of data for handouts are all now possible.

CMDB and monitoring

All information about both active and passive IT components is stored in a CMDB. Active components such as servers, switches and storage systems have an IP address and can therefore monitored. Passive components such as patch panels, racks and buildings are not relevant to a monitoring system and so are not included. The most interesting active components for monitoring are stored in the CMDB along with their corresponding information regarding manufacturers, operating systems and installed applications. This information can also be picked up and imported into the CMDB as part of an automatic discovery.

When data is imported into the monitoring system, the it-novum ITSM Suite is already fully aware of the applicable checks and carries these out automatically. Once a system has been entered into the CMDB, it is automatically included in the monitoring process. And in order to make this process ITIL compliant, the monitoring system is precluded from setting up new hosts. This, by default, makes the CMDB the lead system.

openITCOCKPIT / i-doit Connector: Monitoring meets IT documentation

Using its own, in-house developed interface, it-novum brings together i-doit and the openITCOCKPIT monitoring system, giving users the ability to leverage the advantages of both systems. After the user has added all relevant assets to the i-doit database, all applicable objects can then be exported. Templates for carrying out checks are automatically assigned by the interface as part of the installed software recognition process. The i-doit group assignment function for CIs (configuration items) can then be used to manage the selected import of these items via profiles. This greatly assists the it-novum openITCOCKPIT / i-doit connector in building up a monitoring system.

Ticketing and monitoring

As soon as an IT service is disrupted, a ticket is created in the ticketing system. Upstream event correlation prevents the explosive growth of inconsequential tickets by using rule-based event filters. As a result, only essential information is forwarded to the ticketing system. When a member of the support team updates a ticket, this work is confirmed in the monitoring system and notifications are disabled. At the same time, the corresponding ticket number is stored in the monitoring system. When this is clicked, the entry in the ticketing system is opened, with the information from the CMDB directly displayed in the ticketing system.

Ticketing and the CMDB

To ensure that issues and outages are processed quickly, all relevant information must immediately be available for review. Having a well-integrated ITSM system gives you the necessary link between tickets and their corresponding assets in the CMDB, ensuring contingency plans can be quickly understood and applied.

A ticketing system is used in addition to incident and problem management and change management. Any changes to the IT infrastructure must be requested and approved in accordance with ITIL. And of course, being able to link change management tickets to their corresponding assets is a given. Users get a quick introduction to the software via a star-shaped navigation menu covering the most important information: From within the ticketing system they can also access trend graphs for the monitored services and all documented information for restoring services.

Your advantages

The ITSM Suite from it-novum offers functionality usually found only in high-priced commercial products – and this includes professional all-round support and consulting:

  1. Get started more quickly using a sophisticated service management solution
  2. Save money without compromising on functionality
  3. Avoid duplicate maintenance work by using an integrated solution
  4. Open interfaces and easy expandability
  5. System data correlation for analysis and reporting
  6. Quality visualisation of analysis data for management
  7. Single point of contact for all tools and their interfaces