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mantisbt:issue:7721

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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)
  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 :

  • 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

  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.)

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)
mantisbt/issue/7721.1225269379.txt.gz · Last modified: 2010/12/06 04:41 (external edit)