This is an old revision of the document!
nit : I suggest to start from the ITIL's summary done by dsolajic when reporting issue #0007721. I copy/paste/modified his text
nit : this is a first structure for this topic. Feel free to enrich & modify the following approach
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 :
- Adjusting terminology to ITIL
This part is pure mantis 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
- 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.)
Mantis is not very oriented to that topic. Maybe a link towards another open source tool could be a good solution. (example : http://glpi-project.org/ )
- E-mail interface so the client can add an issue through e-mail
Using mail Parser provided here ? http://www.mantisbt.org/bugs/view.php?id=4286 ?
- Defining workflow of the incident (that I would say already exists in Mantis)