IT SERVICES

MANAGEMENT

ITOP USER MANUAL

What is ITop?

• iTop was first used internally by IT employees at Hewlett-Packard in France for projects
in the IT services business. The authors created a complete rewrite in 2009 and
released it as open source software.

• In 2010 they left HP and founded the company Combodo SARL based in Grenoble
(France), which has since continued the development of iTop and mainly offers training,
support and programming services for iTop.

• According to the Combodo manufacturer and its partners, the company Airbus, Saint-
Gobain, Visa and Agrarmarkt Austria, are the reference users of iTop in the business
context.

iTop Modules

> Includes the following modules:

> Configuration management
> Service Management
> Service Desk (HelpDesk)
> Service Desk Analyst Portal
> User Portal
> Change Management
> Problem Management (FAQs and Known Bug Management)
> Incident and Requirements Management
> IP Management (Separate extension, not included by default)

Configuration management

> This module provides a CMDB to manage typical ICT components, such as software
and hardware, people, equipment and documents, as well as organizational information
such as customers or buildings.

• Infrastructure (Data Center)

• Virtualization
• End user devices
• Software and Applications
• Communications
• Miscellaneous (Business Processes, Application Solutions)
IT SERVICES
MANAGEMENT

> Additionally, iTop manages the relationships between ECs, including dependencies for
operation.
> CMDB information is also used in the Service Desk, Incidents,
> Problems, Change Management and Service Management.
> All information can be exported/imported in CSV format and since version 2.1.0
> directly as a table file in Microsoft Excel format.
> Validation Tool for creating or modifying a Data Model (ToolKit)
IT SERVICES
MANAGEMENT

Service Management
• This module manages all the services and their subcategories, which can be offered to
internal or external clients. Additionally, services are organized in Families.
• Management of contracts with clients and suppliers (SLA, SLT and AC).
• Different services can be provided depending on the client, adapting the service offering
according to the Service Strategy.
• For the same service you can have different SLAs with different clients.

Service Desk (HelpDesk)

> The Service Desk module provides a ticketing system that supports the standard
Request Management process, using a workflow engine integrated into iTop. Queries
are classified, assigned to a service, assigned to an agent or group of agents, and
delivered to a solution.
> To process tickets, information from the Service Management module is used and
customer-specific SLAs are applied, according to the particular AC.
> The system can create and send email notifications automatically. For example, when
the ticket is assigned to an agent, a request is resolved, etc.
> Requests can be linked to EC; The system supplements this information with calculated
effects on other components, people, or other information. This allows the tracking of
incidents on certain ECs throughout their useful life.
IT SERVICES
MANAGEMENT

Dashboard to Request Management

Requests (ot the last 14 days) per status

Analyst Portal – Dashboard

> Dashboards are used to display information about different iTop objects on the same
page.
> Each analyst can configure their own dashboards by editing existing Dashboard pages.
> It is not possible to create new dashboard pages.
IT SERVICES
MANAGEMENT

> Each dashboard is organized by configuring each of the “dashlets” it contains. A

dashboard has only three properties:
IT SERVICES
MANAGEMENT

> A layout (one, two or three columns)

> An optional title
> Auto refresh setting (off or refresh interval given in seconds)

C Infrastructure Summary > i= User * C Services Summary C Change Summary >

C Problem Summary C Incident Summary V Requirements Summary > A Welcome | Your search p•/ 0-

( ) Configuration Items 3
Application Solution : 0 • W Contact: 1
Business Process: 0

Create Business Process Create Application Solution Create Contact Create Location Create Contract
Search Business Process Search Application Solution Search Contact Search Location Search Contract

—= Network Device: 0
Server: 0
Create Network Device Search Network Device
Create Server
Search Server

To Requirements New I Assigned I Assignment Time-Scaled I Solution Time-Scaled I Solved

Management " Open Requirements

My Requirements

No Information to View.

Create Requirement

Incident and Requirements Management

> The Incident and Requirements Management module is used to process requests that
have been entered by the Service Desk.
> Requests can be assigned to people or groups.
> It has internal and external logs to facilitate communication between technicians and the
end user.
> It also has the possibility of using parent/child requests for the management of related
incidents, which allows the automatic closing of child requests of the same parent.
> Additionally, work orders can be used to disaggregate complex requests that require the
intervention of several people.

Change management

> The Change Management module supports structured change processing in the ITIL
sense, through predefined steps and procedures. As in the other request modules, a link
between EC of the CMDB and the changes is possible. The module provides
functionality to automatically determine the impact or dependencies.
IT SERVICES
MANAGEMENT

> Normal changes , emergency changes and routine changes are supported. A
pragmatic pre-configuration similar to "Simple Ticketing" for the helpdesk area is
possible at installation time and only a single workflow is created, which is used to
process all changes regardless of the exact type.

Problem Management

> Issues can be stored in their own trouble tickets and processed throughout a
workflow. The basic functionalities are similar to the Service Desk module.
> You can assign issues to a service and bind to CIs in the CMDB.
> Frequently asked questions (FAQs) and so-called known errors, which are the
solution to a problem according to ITIL, are also available. These can be linked
to CIs in the CMDB (for example, the machines to which a specific known error
refers).

Data management

This section contains mechanisms for manually importing data from Excel, LibreOffice CSV files,
as well as checking data consistency. A wizard supports importing data or updating existing data
using CSV data files.

So-called audits allow, in a box, to permanently store real-time queries of system data according
to certain criteria.

Audits are defined in an object-oriented, SQL-based query language called

ObjectQueryLanguage (OQL) and can be freely configured and modified.
IT SERVICES
MANAGEMENT

Welcome

Configuration Management

Helpdesk

Incident Management

Service and Management

Data administration

' Organizations
' Typoloey confituratlon

Atimin tools

combo

User Portal

• iTop includes a self-service portal that provides a highly simplified version of the user
interface, specifically for end users.
• Here, requests can be opened through a wizard and the status of the requests made can be
seen.
• An interaction with the help desk is also possible, as is the uploading of files as attachments
to tickets.
IT SERVICES
MANAGEMENT
New request Ongoing requests
Need help? Follow up with your ongoing requests.
Pick from the services Check the progress, add comments, attach documents,
catalog and submit your acknowledge the solution.
request to our support
teams.

Home Frequently Asked Questions

or New request
In a hurry?
۩ Ongoing requests
Check out the list of most common questions and (maybe) find the expected answer right away.

• FAO

CO Closed requests

% 'Top

Management tools
> User account
> Profiles
> Notifications
> Audit Categories
> Run Queries
> Consultation Book
> Export
> Data model
> Universal Search
> Synchronizable Data Sources
> Synchronization Dashboard
> Scheduled Backups
> Configuration
> Incoming email Inboxes
IT SERVICES
MANAGEMENT

Why did we choose iTop as an ICT service management tool?

> Free Software with AGPL license

> Known technologies: Linux, Apache, MySQL and PHP
> Possibility of creating new ECs and redefining existing ones.
> Import and Export of information in multiple formats.
> Generation of Impact and Dependency graphs.
> Fully configurable email notifications.
> Use of REST Web Services/JSON API
> Constant updates and very dynamic forums
> Possibility of creating and updating tickets via email
> Integration with LDAP and CAS
> Automatic calculation of priorities based on impact and urgency for the user and SLAs.