1. 2nd DRAFT
Roadmap Open-Source IT Service Management February 2008,

2. Intro

3. Vision and Goal
Build an integrated IT Services Management solution that covers all major IT processes
Build the solution on a stack of proven open-source building blocks
Build the solution on proven methodologies (ITIL, COBIT & PRINCE2)
Focus on the human side for easy (HR) change management and implementation
Software & Hardware Mgmt.
Service Mgmt.
Financial Mgmt.
Project & Portfolio Mgmt.
High- End
SAP
Tivoli
Oracle
OpenView
Alfabet
Peregrine
Low- End
MS Project Server
Axios
SAP
OTRS
]project-open[
OCR
Gantt Project RT
H-Inv.
open Proj
Open Source

4. The Value Proposition
Integration Provides a one-stop solution for IT management, integrating with important application and replacing smaller ones. Just like ERP system did to manufacturing companies 20 years ago.
Visibility & Transparency Allow business managers and business users to monitor IT projects and IT service operations.
Financials & Controlling Introduce a solid financial perspective across all IT activities, with low overhead for employees
Business Intelligence Provide managers with indicators, reports and other analysis tools to build an integrated ITSM scorecard
Software & Hardware Mgmt.
Service Mgmt.
Financial Mgmt.
Project & Portfolio Mgmt.
SAP
OTRS
]project-open[
OCR
Gantt Project RT
H-Inv.
open Proj
Functional Areas
Typical IT Department Apps
(to be replaced/integrated by ]po[)
Timesheet Management
Bug-Tracker/Incident Mgmt.
Project Mgmt.
Project Portfolio Mgmt.
Travel Cost Capturing
Provider Management
Intranet, Wiki & Blog
Controlling/billing
Performance/SLA monitoring
License Database
Configuration database

5. The ]po[ ITSM Process Map
Service Level Mgmt.
Provider Mgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HR Mgmt.
Customer Service Desk
Project Proposals
Priorization / Portfolio Mgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
Configuration Mgmt.
Change Mgmt.
Project
Ticket
RfC
Software Development
Release Mgmt.
License Mgmt
Operational Procedures

6. Current Status of ]project-open[
February 2008
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Strategy, Policies, Culture, ...
Operational Procedures
Service Level Mgmt.
HR Mgmt.
Provider Mgmt.
Customer Service Desk
Incident Mgmt.
Ticket
Priorization / Portfolio Mgmt.
Request for Change
Problem Mgmt.
RfC
Project Proposals
Project Mgmt.
Project
Configuration Mgmt.
Release Mgmt.
Change Mgmt.
License Mgmt
Software Development
Financial Mgmt.

7. Roadmap Detailed Development Plans

8. ]po[ Product Development Pipeline
Status: Idea
Results from brainstorming, conference, …
Product definition as PowerPoint slides
“Dynamic Mockup”
Show mockup to customers, conferences, …
Implementation driven by customer’s input
Re-Implementation with product in mind
Cleanup and productification
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Status: Definition
Status: Prototype
Status: Feedback
Status: 1st Cust
Status: 2nd Cust
Status: Product
Remove any customer specifics
Make fully configurable
Write manuals
Serves as mockup for customer demos
Initial version without industry knowledge
Inputs:
Overall strategy
Industry trends & best practices
Rewrite, generalize first implementation
Definition
Prototype
Customer Feedback
First Customer
Second Customer
Product
Need/ Idea
100% 0%
40%
70%
10% 5% 2% 1%

9. General Framework Features
Service Level Mgmt.
Provider Mgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HR Mgmt.
Customer Service Desk
Project Proposals
Priorization / Portfolio Mgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
Configuration Mgmt.
Change Mgmt.
Project
Ticket
RfC
Software Development
Release Mgmt.
100% Web-Based solution on all major browsers
Enterprise-grade security
Role-based permission management
User management with Active Directory LDAP Integration
Scalable up to “active” users
Easy setup supported by setup wizard
Customizable fields for all major objects
notifications for all major events
Integrated reporting engine with CSV export
Powerful Workflow engine based on Petri-Nets
Indicators for high-level reporting
Language, skin, menus and portlet layout configurable per user
All important drop-down values configurable throughout the system
Supported by a user community
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Status: Product

10. General Collaboration Features
Service Level Mgmt.
Provider Mgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HR Mgmt.
Customer Service Desk
Project Proposals
Priorization / Portfolio Mgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
Configuration Mgmt.
Change Mgmt.
Project
Ticket
RfC
Software Development
Release Mgmt.
Every project, RfC, ticket, customer, … represents an “e-Room” with collaboration modules, capturing knowledge where it is created
Forum,
File storage
Wiki
A full-text search engine indexes all major objects. Search results are presented according to the user’s read permissions for the underlying objects (projects, customer, …).
FAQ module
Global News & open Discussions
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Status: Product

11. Project & Portfolio Management
Service Level Mgmt.
Provider Mgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HR Mgmt.
Customer Service Desk
Project Proposals
Priorization / Portfolio Mgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
Configuration Mgmt.
Change Mgmt.
Project
Ticket
RfC
Software Development
Release Mgmt.
This is the core of ]po[.
Project schedules can be imported from:
Gantt Project
openProj
MS-Project
Several reports and views are available to present the project portfolio to different types of users.
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Status: Product

12. Financial Management Support for all major cost types
Service Level Mgmt.
Provider Mgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HR Mgmt.
Customer Service Desk
Project Proposals
Priorization / Portfolio Mgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
Configuration Mgmt.
Change Mgmt.
Project
Ticket
RfC
Software Development
Release Mgmt.
Support for all major cost types
Bidirectional integrations with SAP, Navision and Oracle (planning)
Budget tracking vs. project costs:
External (provider) costs
Timesheet costs
Expenses and Travel Costs
ABC (Activity Based Costing) and other controlling functionality to determine cost per service / configuration item
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Status: Product

13. HR Management
Service Level Mgmt.
Provider Mgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HR Mgmt.
Customer Service Desk
Project Proposals
Priorization / Portfolio Mgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
Configuration Mgmt.
Change Mgmt.
Project
Ticket
RfC
Software Development
Release Mgmt.
Vacation planning & other absences with approval workflow
Employee and freelance skill database
Travel costs & other expenses with approval workflow
e-Learning integration with dotLrn
Timesheet management
Basic payroll
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Status: Product

14. Provider Management Integrated provider file
Service Level Mgmt.
Provider Mgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HR Mgmt.
Customer Service Desk
Project Proposals
Priorization / Portfolio Mgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
Configuration Mgmt.
Change Mgmt.
Project
Ticket
RfC
Software Development
Release Mgmt.
Integrated provider file
Tracking of provider performance
Price lists
Automated RFQ/RFP
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Status: Product

15. Helpdesk/ Service Desk
Strategy, Policies, Culture, ...
Classification, queues, workflow and routing according to industry standards & best practices
Option to use OTRS Ticket tracker as a front-end
Integrated with Inventory / Configuration Database
Integration with Problem & Change Management: Assignment of multiple Helpdesk tickets to a single RfC etc.
Import of tickets from Nagios, Big Brother and other monitoring systems
Integrated with collaboration functions such as Wiki, forum and full-text search
Integration with finance (timesheet), HR, Release Management (assign tickets to releases)
Service Level Mgmt.
HR Mgmt.
Provider Mgmt.
Customer Service Desk
Customer Service Desk
Ticket
Incident Mgmt.
Priorization / Portfolio Mgmt.
Request for Change
RfC
Problem Mgmt.
Project Proposals
Project
Project Mgmt.
Configuration Mgmt.
Release Mgmt.
Change Mgmt.
Software Development
Financial Mgmt.
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Status: Definition

16. Configuration Management
Service Level Mgmt.
Provider Mgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HR Mgmt.
Customer Service Desk
Project Proposals
Priorization / Portfolio Mgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
Configuration Mgmt.
Change Mgmt.
Project
Ticket
RfC
Software Development
Release Mgmt.
]po[ will not implement it’s own ConfDB. Instead, ]po[ will rely on external applications including:
OCS Inventory
H-Inventory
Peregrine and other closed-source tools
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Status: 1st Cust

17. Network Management
Service Level Mgmt.
Provider Mgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HR Mgmt.
Customer Service Desk
Project Proposals
Priorization / Portfolio Mgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
Configuration Mgmt.
Change Mgmt.
Project
Ticket
RfC
Software Development
Release Mgmt.
]po[ will not implement it’s own Network Management tools. Instead, ]po[ will rely on external applications including:
Nagios
Big Brother
… other open- and closed-source tools
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Status: Idea

18. Release Management ]po[ includes a basic Release Management module
Service Level Mgmt.
Provider Mgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HR Mgmt.
Customer Service Desk
Project Proposals
Priorization / Portfolio Mgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
Configuration Mgmt.
Change Mgmt.
Project
Ticket
RfC
Software Development
Release Mgmt.
]po[ includes a basic Release Management module
Definition of software releases
Mapping of RfC and Helpdesk tickets to eleases
Integration status per release item
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Status: 1st Cust

19. Change Management Requests for Change (RfCs) of various types
Service Level Mgmt.
Provider Mgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HR Mgmt.
Customer Service Desk
Project Proposals
Priorization / Portfolio Mgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
Configuration Mgmt.
Change Mgmt.
Project
Ticket
RfC
Software Development
Release Mgmt.
Requests for Change (RfCs) of various types
Dynamic fields per RfC
Priorization and portfolio management
Dynamic Workflow allowing to configure the flow of RfC tickets
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Status: 1st Cust

20. Project Proposals
Service Level Mgmt.
Provider Mgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HR Mgmt.
Customer Service Desk
Project Proposals
Priorization / Portfolio Mgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
Configuration Mgmt.
Change Mgmt.
Project
Ticket
RfC
Software Development
Release Mgmt.
Self-Service interface for business users to propose projects
Multiple types of projects with specific fields
Dynamic approval WF
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Status: 1st Cust

21. Software Development
Service Level Mgmt.
Provider Mgmt.
Request for Change
Financial Mgmt.
Strategy, Policies, Culture, ...
HR Mgmt.
Customer Service Desk
Project Proposals
Priorization / Portfolio Mgmt.
Incident Mgmt.
Problem Mgmt.
Project Mgmt.
Configuration Mgmt.
Change Mgmt.
Project
Ticket
RfC
Software Development
Release Mgmt.
Dynamic approval workflow for development requests
Integration with CVS and SubVersion
Mapping of CVS and SubVersion users to ]po[ users
Mapping of CVS/ SubVersion modules to modules from configuration management
Tracking of software development based on schedules from project management.
Status: Idea
Status: Feedback
Status: Prototype
Status: Product
Status: Definition
Status: 2nd Cust
Status: 1st Cust
Status: Idea

22. Implementation & (HR) Change Management

23. Implementation & Change Mgmt.
What is the problem?
(HR) Change Management is #1 risk when introducing IT services management.
Highly skilled IT professionals question the value of ITSM.
Highly skilled IT professionals reject the perceived “control” of their work.

24. Implementation & Change Mgmt
Tool-Driven Implementation
Common knowledge
Common knowledge is that change such as an ITIL implementation should be driven by a people-approach and change management.
Tool-Driven Change Management
However, a specifically focused tool can greatly help with an ITIL implementation, because:
The tool clearly prescribes operational procedures.
Change management is in great part performed in special training sessions.
The tools performance indicators allow to track advance.
Big ERP rollouts are example for tool-driven change. Senior management informally acknowledges that the implied changes is frequently the main reason for implementing an ERP.
Change management and leadership are still necessary for a successful implementation. However, the tool and its incrusted best practices becomes a 3rd big force.
Limitations: ]po[ is mainly suitable for medium sized IT organizations ( employees) starting with a low degree of IT management maturity(?)

25. Implementation & Change Mgmt
Tool-Driven Implementation
Start with valuable information
Start where requests/information enters the system (Service Desk)
The idea is to provide useful and valid information in the system, so that users need to use the system to obtain their information.
Examples:
Start with the Service Desk
Import valuable import from legacy systems
Start with regulatory requirements
Regulatory requirements are coercively imposed on companies. Users tend to accept these regulations more easily then management policies.
Accounting requirements may enforce inventory control
License management after users have been trapped illegally installing software.
Sarbanes-Oxley may require strict release management control
Contract external auditors to check compliance
Start where the money comes from
Budget, purchasing and other non-continuous processes with approval stages force users to comply with process’ requirements
Example:
Requesting additional budget for a project
A PM needs a server for his project and needs to go through a budget workflow to get it.
Start with employee’s bonus
If possible in your organization, try to link bonus payments to variables related to the use of the system or variables derived from the system.
Server and Network uptime for IT operation's group
First-level resolution percentage for helpdesk staff

26. Bonus Slides

27. About Us ]project-open[
3 Core-Team, Σ50 years in IT, >30 partners in 15 countries
Product: Shrink-wrapped Open-Source Project Management
OpenACS
Members, ~1000 active developers
Driven by ~20 small web companies
OpenACS Products: dotLrn e-learning platform, plethora of semi-working modules

28. Existing ]po[ Modules Application Modules HR Project Mgmt.
Trans- lation
Other
Payroll
Project & Subprojects
Translation Workflow
Room Reservation
Existing ]po[ Modules
Skill Database
Project Controlling
TM Integration
E- Commerce
Recruiting Workflow
Timesheet Mgmt.
Automatic Invoicing
Surveys
Web-Mail
Glossary
Collaboration, Content & KM
Finance
CRM
File storage
Calendar
Finance Base
Contact Mgmt.
Controlling
Online Discussions
Wiki
Chat
Quotes & Invoice
Customer Web Reg.
Freelance Invoicing
Mail Server Integration
WebDAV
Incident Workflow
Payments
Marketing Campaigns
Timesheet Invoicing
Content Management
Financial Reporting
CRM Tracking
CMS
Blog
Application Services
Full-Text Search
Workflow Engine
Reporting Engine
Portal & Components
Localization
Framework
Mail Server Integration
ISDN Tel Integration
Software Development
OO Frame
Security
Package Manager
OO Model
OpenACS Permission
Platform Services
Page Contracts
Profiling & Performance
Templates
Object Metadata
Basic Authentication
SQL Templates
Debugging System
Automatic Testing
DynField Object Extensions
LDAP Authentication
Automatic Software Updates
Automatic Audits
Form Builder
SOAP & XML-RPC
Web Server
System
AOLServer
TCL
DB-API
Pound Revers Proxy
CVS
Mondrian Data- Warehouse
Search Engine
TSearch2
Oracle Intermedia/Text
BigBrother Sys Mgmt.
Database
PostgreSQL
Oracle 8i, 9i, 10g
Database Replication
Postfix/
Sendmail
Operating System
Windows
+ CygWin
Linux
Solaris
BSD
Mac OS

29. Resource, Contacts & Knowledge
The ]po[ “Ecosystem”
Resource, Contacts & Knowledge
]po[ Customers
]po[
]po[ Partners
AOLServer
Collaborators & Team