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mantisbt:issue:7721

This is an old revision of the document!


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)
  1. Service Level Management,
  2. Availability Management,
  3. IT Continuity Management,
  4. Capacity Management,
  5. Security Management and IT Financial Management
  • Service Support
  1. Incident Management
  2. Problem Management
  3. Change Management
  4. Release Management
  5. Configuration Management.

The oportunity is more in Service Support area plus Service Level Management. The different subject to cover are the following:

}

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

  1. a data structure (made of global variable or of a database table) to determine what is a working day (holidays, service window).
  2. 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.
  3. 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)

TODO: Add other links

Apparently, you might consider submitting a Git repository with your plugin to https://gitter.im/mantisbt/mantisbt

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.

  • Site: 10211
  • Author: am-gtz
  • Last update: 2010-09-24 01:29
  • TODO: Contact am-gtz for the plugin

Automatic reminders based upon Status/Due date

It's a script for sending reminders to developers to be informed about forthcoming Due dates.

  • Site: 10153
  • Author: Cas
  • Last update: 2010-05-07 03:53

Key concept

ITIL Incident

It's a very interesting concept for an easy classification of an incident

  • Incident

Any event which is not part of the standard operation of a IT service and which causes, or may cause, an interruption to, or a reduction in the quality of that service. (in ITIL v3 Service Request are not Incident, but Service Request are treated similarly than incident)

  • Impact

Impact describes the measure of the business criticality of an incident. Impact is often based on the extent to which an incident leads to distortion of agreed or expected Service Levels. (Ie: loss of revenue, loss of business reputation, breach of legal constraints, etc..)

  • Urgency

Measure of the business criticality of an incident or problem based on the business needs of the customer. Urgency is the speed required for the resolution

  • Priority

Priority is the sequence in which an incident or problem needs to be resolved, based on impact and urgency. And it serves to identify an acceptable period for the implementation of an action

+--------+------+------+------+------+
|               |       Impact       |
+   Priority    +------+------+------+
|               |High  |Medium|  Low |
+--------+------+------+------+------+
|        |High  |  1   |  2   |  3   |
+        +------+------+------+------+
|Urgency |Medium|  2   |  3   |  4   |
+        +------+------+------+------+
|        |Low   |  3   |  4   |  5   |
+--------+------+------+------+------+

TODO: convert to table : http://www.mantisbt.org/wiki/doku.php/mantisbt:syntax

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

Request Tracker

RT (Request Tracker) is an enterprise-grade open source (GPLv2) issue tracking system, usefull for bug tracking, help desk ticketing, customer service, workflow processes, change management, network operations, youth counselling and even more. Perhaps Full ITIL Compliant (RT::Extension::SLA, RT::Authen::ExternalAuth ),

OTRS

OTRS (Open-source Ticket Request System) is an open source (AGPLv3) software system for managing a wide range of business processes, from Help Desk to Support Center to IT Service Management.(OTRS::ITSM),

Acknowledgement

This feature was initiated by dsolajic & vboctor (7721).

mantisbt/issue/7721.1442127411.txt.gz · Last modified: 2015/09/13 02:56 by vboctor