Montag, 30. August 2010

the most important itsm tools for smb

i use service management orientated to ITIL (it’s much easier if you know where you want do go)

* use otrs::itsm (it can't work without)
- use itsm relevant file server structure (hardware, network, software, location) all around “config items”
(use structured file servers - every file has its repository)
- use uniform naming structure (config items, monitoring …)

* central configuration as a part of change management
- use group policy's as much as possible (file, registry, file security, ...)
- use puppet ( (linux server))
- use version control as your config repository
- xserve (apple clients) (eg google uses puppet for apple clients...) -
- talk about changes (voice, blog, email)

* nagios: (host and service available monitoring & alerting) == ITIL: Event Management
- notify to chatroom with sendxmpptelegram api
- monitor your puppet dashboards
* cacti: (baseline monitoring)

* use virtualisation (you have to scale!)
in the Year 2010 i wold say Xenserver, 2014 i say go use hyper-v!
* use central authentication
- active directory, openlap
* deal with errors - errors are welcome - antifragil per design!

* use trained and qualified co-workes (flexmatrix, qualification matrix)
* share knowledge
- use wiki for enterprise information (mediawiki, twiki)
- maybe use wiki für CAB (Change Advisory Board) or CHANGELOG too?

* organize yourself to reach self organized organisation
- use mind mapping tools (freemind)
- use eisenhower time management method
- use kanban for task overview (projekt management?)

trends 2015
trends 2016