ITSM - IT Services Mgmt

­The ]project-open[ IT Services Management module provides specialized functionality for operating an IT infrastructure according a number of best practices including ITIL, COBIT and PRINCE2.

]po['s predefined functionality accelerates the implementation of these best practices, and its low price and quick ROI makes it accessible even for medium sized IT departments and consulting companies.

Features

• Open-source, 100% Web-based solution on all major browsers.
• Enterprise-grade architecture with role-based permission management and Internet-grade security and scalable up to20.000 “active” users.
• User management with [package_auth_ldap_adldapsearchActive_Directory_LDAP_Integration].
• Easy setup supported by setup wizard.
• [Customizable fields] and drop-down values for all [major objects].
• [Email notifications] for all major events.
• Integrated reporting engine with CSV export and [indicators] for high-level reporting.
• Powerful Workflow engine based on Petri-Nets.
• Language, skin, menus and portlet layout configurable per user.

Processes

The ITSM module combines and integrates all important processes necessary to run IT operations:

• Timesheet Management
• [Tracking Bugs]
  
• Incident Management
• Project Management
• Project Portfolio Management
• Provider Management
• Collaboration & Knowledge Management with Intranet, Wiki, Blogs etc.
  
• Project Controlling / Project Invoicing
• [Performance/SLA monitoring]
• License Database
• Configuration database

Integration With External Applications

In order to act as an organization's backend, ]po[ needs to be able to import data from external data sources and to provide its data to external applications via Web-services and other access protocols. The diagram below depicts some of the available integration links.

These integr­ation links are in various states of development.The figure at the right explains the various states of development.

References

Generic

• Introduction to Open-Source
• ITSM Solution Overview
• Contact us - do you need a guided tour or additional information? Please feel free to contact us.

Related Software

• Nagios  - open-source systems monitoring solution integrated with ]po[.
• OCS  Inventory NG  - open-source inventory management system integrated with ]po[.
• GanttProject  - open-source project scheduling application integrated with ]po[
• OpenProj  - open-source project scheduling application integrated with ]po[

Related Modules

• Service Management
  

Related Software Packages

• ITSM Release Management
• ITSM Nagios Integration
• ITSM Configuration Management 
• Bug-Tracker
• Helpdesk

Related Object Types

• Project
• Timesheet Task
• Helpdesk Ticket
• Configuration Item