TCC Mme MITER aK. implementation of ITIL At the heart of iTop: the CMDB The configuration management database (CMDB) keeps track of all configuration items (Cis) and their relationships: © Infrastructure (ervers, network devices, printers, subnets, phones) ‘© Application architectures © Business processes Sites © Documents iTop is a web-based application designed for service providers and enterprises. Simple and easy to use, it allows IT managers to track in a single CMDB all configuration items and their relationships. With iTop, say goodbye to Excel files and increase your productivity by managing user requests, incidents, problems, changes and your service catalog in a single repository. The CMDB also tracks all contacts (teams, individuals), their roles and responsibilities. Top Details ora CA server The CMDB automatically mai a log of all ‘changes, which helps increasing the data quality.With the CMDB, IT teams have an overall view of the information system. Quick access to information ‘A quick access to information is key to lower incidents resolution time. iTop offers both multi criteria searches and a global search engine to navigate effectively in the CMDB, In iTop, each Ci (or list of Cs) is accessible via a direct web link, therefore users can easily share a page or a search result. Automated impact analysis iTop models dependency rules between different Cis. These rules are used by the application to automatically analyze the impact of an element on the other Cis and display it graphically. Graphical view ofthe impact analysis When creating a ticket (incident or change) these rules are used to automatically determine the consequences of this event and calculate the list of persons to be notified about the progress of the ticket. Integrated consistency audit It is often difficult to ensure that all information needed to manage the IT is well documented. The audit tool integrated into iTop verifies the consistency of the information. Thanks to a real time report, IT managers can quickly view missing information. Interactive Audit 5 Devices in preducion a Audit rules can be edited directly via the administration interface of iTop, and the error report is calculated in real time. Easy way to upload data ‘A lot of information about the ITis stored in Excel files. iTop’s import tool helps loading all this, information into the application. The import wizard guides the user, checks the data consistency and reports the planned changes before user confirmation. All elements managed in the application, as well as their relationships, can be imported massively. This facilitates and accelerates the recovery of existing data and their update. A flexible ticketing system iTop provides different types of tickets, each with a specific workflow: © User requests Incidents Problems Changes Customizable emails can be sent each time a ticket status changes. Customer portal Users can directly submit their requests based on a service catalog. Each user can track the progress of his/her requests and update them on-line (additional information, satisfaction when closing the ticket, etc.). No need to exchange emails: all information related to a ticket is centralized into iTop. ie wo st of ticket inthe customer portal Dashboards iTop provides simple dashboards to monitor the activity and the quality of the services delivered by the IT. Dashboards are configurable and defined in each module for the most common usages: © The activity rate of support teams© The number of i customer Activity reports integrated with Excel Using a native Excel feature (import of web data) you can easily create activity reports based on data stored in iTop. These reports can be updated and shared across the enterprise. No need to get trained on a third party product: a basic knowledge of Excel is sufficient. ‘example of Excel report iTop also provides SQL views for use with reporting tools like Crystal Reports or Jasper Reports, Data integration iTop integrates a powerful data synchronization engine to federate in iTop the information coming. from various external sources (applications, files, databases). Data synchronization rules determine for each type ‘of object how to create, update or delete the iTop ‘objects in order to keep iTop in sync with the external data. External data can be processed by a third-party ETL (Talend, Pentaho, ...) of a script and simply loaded into the iTop data synchronization engine via a MySQL connection, ora call to a web service. Using this feature, data can be updated regularly and automatically in iTop. Cran Er auetica) ‘A synthetic report eases the control of data synchronization, including the identification of errors. In addition, all information stored in iTop can be exported in various formats (HTML, CSV, XML) via a web service. For complex exports iTop provides a query language (OQL - Object Query Language) to query the CMDB. Configurable data model iTop uses a fully configurable data model which can be adapted to each company's needs. The customization encompasses: ‘The types of items (Cis) to manage and their characteristics (adding new type of Cis, removing non-needed types... ©The relationships. © The impact and dependencies rules © The display rules. ‘©The workflow and actions related to this workflow. By customizing the data model, a software architect can tune the iTop solution to each business needs without making a specific development within the application Download iTop for free LTO UTI TCY )General Characteristics + Mutt tenants with data partitioning Multi criteria search ata exportin CSV HIM, XML * Data import from CSV format + Multilanguage user interface (per user) + Global search as in Google + Automated email notification + Access rights based on user profiles, + irect link to any ior listo Cis + Several types of authentication supported: builtin / LOAP 1 JSIG CAS / External + Change tracking + Configurable Dashboards + SON / REST APL CMDB + Manage contacts and roles + Management of infrastructure (serves, networks, printers, PC...) + Management of software and application architecture + Business Process Management ‘+ Management of relationships between elements of the cMB. + Document Management (related Cls) + Groups of Cis (possibly as a hierarchy) + Management of licensing and patches + Management of organizations sites (possibly as a hierarchy) ickets management + Attach multiple tickets to a master ticket ‘Automatic calculation of priority based on impact and urgency Tickets attachments Identification of service and service elements involved Assign toa team and an agent ‘Automatic update of date and time counters. ‘Automatic notification of contacts Log of actions Helpdesk + Tracking user requests ‘Typology of requests ‘Suspension of a request due to pending actions User portal to submit and track requests. Incident management + Automatic impact analysis + Links with contacts and impacted Cis. * Web service fr incident creation Problem management + Documentation of recurring incidents Links wit incidents and changes + Koown errors data base and FAQS + Documentation of workarounds Identification of te caller by company name and contact. iTop + Documentation of solutions + Links besween Cis and related problems Change management Approval process and role (manager, supervisor, ..) ‘Automatic impact analysis Links with user request, incidents and problems Links between changes and impacted Cis Documentation of the actions implemented Documentation of a fallback plan Service catalog & SLA Management of service catalog and SLAS Definition of commitment metrics (TTO, TTR ...) Definition of coverage windows: Contract management for customers and providers. Relationships between contracts and Cis Relationship between contracts and contacts Management of Documents. Minimum configuration + Web browser:1E 8+, Fiefoxe, Safar se, Chrome ‘+ system: Windows, Linux Debian Redhat FreeBSD), Solaris + Wb server: is or Apache with PHP 5.2 + * Data base : MySQL 5.0+ ‘* Hardware (server) : 2 processors, 44b memory, soGb disk. Try iTop right now ! www.combodo.com/itop ‘Top is an open source software published by Combodo Combodo @ www.combodo.com 1 [email protected] BH (+33) 4 76 24 86 62