IT Service Management

Integrated IT Service Management with the ITSM Suite from it-novum

With the seamless connection of the open source software tools i-doit, openITCOCKPIT, ((OTRS)) Community Edition, jdisc and Pentaho , users can benefit from the advantages of this interaction across departments. Document your IT in i-doit, manage your processes and workflows with ((OTRS)) Community Edition, monitor your business services with openITCOCKPIT and generate cross-system management reports with Pentaho.

CMDB and monitoring

All information on active and passive IT components is stored in a CMDB . Active components such as servers, switches and storage systems have an IP and can therefore be monitored. The passive components such as patch panels, racks and buildings are not relevant for a monitoring system and are therefore not considered. The active components of interest for monitoring are stored in the CMDB with details of the manufacturer, operating system and applications, and can also be detected by automatic discovery and imported into the CMDB.

When importing data into the monitoring system, it-novum’s ITSM Suite already knows all applicable checks and rolls them out automatically. As soon as a system has been entered in the CMDB, it is automatically in monitoring. To make this process ITIL compliant, the monitoring system is deprived of the ability to manually create a new host. The CMDB is thus the leading system.

i-doit and the monitoring tool openITCOCKPIT are connected by it-novum via its own interface. After all relevant assets have been recorded in an i-doit database, the relevant objects can be easily exported. Templates for carrying out checks are automatically assigned by the interface as part of the installed software recognition process. The i-doit group assignment function for CIs (configuration items) can then be used to manage the selected import of these items via profiles. Thus, the it-novum openITCOCKPIT / i-doit Connector facilitates the setup of a monitoring system enormously.

As soon as an IT service is disrupted, a ticket is created in a ticket system. An upstream event correlation prevents the explosive growth of unimportant tickets through a rule-based event filter. As a result, only the essential information is forwarded to the ticket system. If a support employee processes a ticket, the service is confirmed in monitoring and the notification is deactivated. At the same time, the corresponding ticket number is stored in the monitoring , which leads to the ticket system via a click. In addition, the information from the CMDB is displayed directly in ticketing.

Monitoring and Service Ticket System

Ticketing and CMDB

To ensure that faults and problems are dealt with quickly, all relevant information must be available immediately. Integrated ITSM takes over the linking of the tickets with the corresponding assets from the CMDB. Emergency plans can thus be quickly viewed and applied.

A ticket system is used for incident and problem management as well as for change management. All changes to the IT infrastructure must be requested and approved in accordance with ITIL. Linking change management tickets to the corresponding assets is obvious. A quick initiation of problem resolution is provided to users by a star-shaped navigation to the most important information: From the ticket system, they reach the trend graphs of the monitored services and all documented information for service recovery.

it-novum makes it possible by means of the i-doit/((OTRS)) Community Edition Connector to connect ((OTRS)) Community Edition with i-doit to one system. By linking the two solutions, many internal processes can be simplified, e.g. configuration items (assets/inventories) can be synchronized from i-doit to ((OTRS)) Community Edition can be synchronized. ((OTRS)) Community Edition agents respond more quickly to incidents because they have a clear view of the affected devices or locations through bidirectional linking. In addition, it is possible for the ((OTRS)) Community Edition agents can see with one click if any business services are affected by the disruption.

Each ITSM component offers its own option for reports. But these evaluations only refer to the respective own dataset. Our connection of the Pentaho business analytics platform to the CMDB, the monitoring and the ticket system offers a comprehensive evaluation of all data stocks. It enables the data from the systems to be brought together, correlated and clearly visualized in reports and dashboards. This enables, for example, trend forecasts and future planning as well as the processing of data for handouts.

Reports on the entire IT service management

What our happy clients are saying about us

“it-novum is the perfect partner for designing efficient IT processes. The inventory with JDisc and the IT documentation in i-doit have given us an overall view of our IT. Whether hardware, software or services, the system is the central information platform for our IT.”

Customer-specific optimisation

The flexible architecture of it-novum’s integrated IT service management enables adaptations without programming and intervention in the kernels of the open source tools. This ensures problem-free maintainability – especially during updates and release changes of the underlying open source tools.

Your advantages

The ITSM Suite from it-novum offers a range of functions that can otherwise only be found in high-priced commercial products – and this combined with professional all-round support and consulting: