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Table of Contents
ITIL v3 compliance for Mantis
nit : this is a second structure for this topic. Feel free to enrich & modify the following approach
Description
The Information Technology Infrastructure Library (ITIL) is a set of concepts and best practices for Information Technology Services Management (ITSM), Information Technology (IT) development and IT operations.
ITIL gives detailed descriptions of a number of important IT practices and provides comprehensive checklists, tasks and procedures that any IT organization can tailor to its needs.
ISO/IEC 20000, like its BS 15000 predecessor, was originally developed to reflect best practice guidance contained within the ITIL framework
TODO: Text abobe shoud be to review because it's should be ITIL v2 (deprecated) {
ITIL is set of best practices (guidelines) for IT Management. It can be devided in 2 main areas:
- Service Delivery (oriented toward customers)
- Service Level Management,
- Availability Management,
- IT Continuity Management,
- Capacity Management,
- Security Management and IT Financial Management
- Service Support
- Incident Management
- Problem Management
- Change Management
- Release Management
- Configuration Management.
The oportunity is more in Service Support area plus Service Level Management. The different subject to cover are the following:
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Minor Update on Mantis
* Adjusting terminology to ITIL
TODO: Share mantis configuration about these update
This part is pure configuration. Maybe sharing configuration is enough ?
For dsolajic : bug → incident, severity → impact, urgency → priority (actualy urgency and impact give priority through Eisenhower matrix)) Priorities are usualy fixed on low, medium and high.
For nit : reproducibility → Nature (incident, service request, request for change), severity→impact (low, high), priority→urgency (urgent, not urgent), priority = low, medium and high quite the same in fact
Major Update on Mantis
- Defining Service Level Agreement (response, resolution times for incidents, service hours, service window, working/non working days, holidays, …)
Alerts on incidents close to resolution time, etc. AND Configurable reporting
- a data structure (made of global variable or of a database table) to determine what is a working day (holidays, service window).
- a data structure to determine your SLR. Each row of SLR can be seen as a set of 2 whereclauses. 1st for number of issue really treated, 2nd for number of issue to treat.
- a data structure to determine your SLA. Each row of SLA can be seen as a periodicity and a whereclause (number of issue to be treated regarding the Agreement)
- Configuration Management DataBase (CMDB) with Configuration Items (hardware, software (description), documents, specifications, etc.)
- Defining workflow of the incident (that I would say already exists in Mantis)
Plugins & scripts related
TODO: Add other links
Solution for reporting via E-Mail
It's a script for receiving bug reports through a POP3 E-Mail account. It is based on the file bug_report.php and works this time
- Site: 4286
- Author: SL-Gundam
- Last update: 2010-11-25 16:42
Solution for support of Service Level Agreement (SLA)
When an incident is created in the Mantis, depends on the priority the mantis can assign a resolution time automatically.
See also
Because of Mantis is not very oriented to that topic (in 2010), you should find better ITIL compliant software above
TODO: Add other links towards another open source tool could be a good solution
GLPI
GLPI, an initialism for Gestionnaire libre de parc informatique (Free Management of Computer Equipment), is a free trouble ticket system software that anyone can use to build up a database with an inventory for computer equipment (computers, software, printers, etc.).
* Site: glpi-project.org
External links
Acknowledgement
This feature was initiated by dsolajic & vboctor (7721).