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ITSM - IT Services Mgmt

hive_module_itsm

(Please click on the hexagons for more information)

The ]project-open[ ITSM (IT Services Management) module includes IT specific functionality according to ITIL V3, COBIT and PRINCE. The ITSM functionality can be installed in addition to other modules including project management, CRM and others.

Functionality

The functionality of the ITSM package is implemented in a number of packages.

Helpdesk:
Implements a flexible ticket management system with support for incident, problem and change management processes. Tickets can be "associated" with each other using custom definable relationships.
Tickets may have additional dynamic fields, depending on their type.
Configuration Database:
Implements an flexible inventory database that is designed to store a wide variety of items ranging from software packages, hardware servers, network infrastructure etc. including various types of relationships.
ITSM Release Management:
Manages the process of releasing developments or changes into a production environment.
ITSM Nagios Integration:
Integration with the Nagios monitoring tool.
[CVS, Subversion and Git Integration]:
Allows to import CVS, Subversion and Git commits and to associate them with tickets, configuration items and projects.

image:po_itsm_reference_model

Processes

The ITSM module supports a large range of IT specific processes.

(Please click on the hexagons for more information)

Integration With External Applications

In order to act as an ITSM back-end, ]po[ provides integration links with a number of external applications and APIs. The diagram below depicts some of the available integration links.

image:po_itsm_integration_links

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

References

Introduction to Open-Source
ITSM on our .com page

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 Object Types

References to this Page: en:package_intranet_cvs_integration, en:package_intranet_nagios, en:version_4_0_3_3_0, en:integration_nagios, en:faq_bug_tracker, en:list_plsql_helpdesk_itsm, en:project_open_roadmap, en:version_4_0_3_5_0, en:version_4_0_3_2_0, en:process_itsm_release_management, en:package_intranet_release_mgmt, en:version_4_0_3_4_0, en:package_intranet_confdb, en:package_intranet_bug_tracker, en:list_modules Categories: Modules (Contents)