iTop 1-0 User Guide

iTop 1.0 User's Guide

(Draft)

© 2010 Combodo. All rights reserved


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Table of content About iTop ................................................................................................................................. 4 Licensing .................................................................................................................................... 4 Known limitations ...................................................................................................................... 5 Related documentation ............................................................................................................... 5 iTop common usage ................................................................................................................... 5

Starting iTop ............................................................................................................................ 5 Using Explorer menu ............................................................................................................... 6

Hidding / displaying explorer menu ................................................................................... 6 Filtering on a given organization ........................................................................................ 6 Accessing dashboards ......................................................................................................... 7 Accessing list of items ........................................................................................................ 7 Navigating within iTop ........................................................................................................ 7 Action on list of items ........................................................................................................ 8 Searching a type of object .................................................................................................. 8 Accessing object details ...................................................................................................... 9 Action on a given object ................................................................................................... 10 Managing relationships between objects ......................................................................... 11 Global search .................................................................................................................... 13 Using direct URL ................................................................................................................ 14 Changing your password .................................................................................................. 14 Logg off ............................................................................................................................. 14

The Welcome Page ................................................................................................................... 14 Using CMDB module ............................................................................................................... 15

Managing Contacts ................................................................................................................ 15 Managing person .............................................................................................................. 16 Managing team ................................................................................................................. 17

Managing Documents ........................................................................................................... 19 Managing Locations .............................................................................................................. 20 Managing Configuration Items (CI) ....................................................................................... 21

Managing Business Processes .......................................................................................... 22 Mananging Application Solution ....................................................................................... 23 Managing Software ........................................................................................................... 24 Managing Patch ................................................................................................................ 26 Managing Licences ............................................................................................................ 27 Infrastructure Management .............................................................................................. 28 Managing Personal Computers (PC) ................................................................................. 28 Managing Servers .............................................................................................................. 29 Managing Network Devices ............................................................................................... 31 Managing Network Interfaces ........................................................................................... 32 Managing Subnet .............................................................................................................. 33 Managing Printers ............................................................................................................. 34

Managing Groups .................................................................................................................. 35 Impact graphical view ........................................................................................................... 36

Using Help Desk module ......................................................................................................... 37 User Request life cycle .......................................................................................................... 37 Viewing User Request ........................................................................................................... 38 Creating Service Request ...................................................................................................... 40 Updating Service call ............................................................................................................. 40


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Assigning or re-assigning a user request to a workgroup or an agent ............................ 40 Resolving a User Request ................................................................................................. 40 Closing a User Request ..................................................................................................... 41 User portal for User Request ............................................................................................ 41 Automated SLA Computation ............................................................................................ 42 Email Notification .............................................................................................................. 43

Using Incident management module ........................................................................................ 43 Incident life cycle .................................................................................................................. 43 Viewing Incident ................................................................................................................... 44 Creating incident ................................................................................................................... 46 Updating incident .................................................................................................................. 46

Assigning or re-assigning a ticket to workgroup or agent ................................................ 46 Resolving an incident ticket .............................................................................................. 46 Closing an incident ticket ................................................................................................. 47 Automatic impact management ........................................................................................ 47 Automated SLA computation ............................................................................................. 47 Email Notification .............................................................................................................. 48

Problem management life cycle ........................................................................................... 48 Viewing Problem ................................................................................................................... 48 Creating a Problem ............................................................................................................... 50 Updating Problem ................................................................................................................. 50

Assigning or re-assigning a problem to a workgroup or an agent ................................... 50 Resolving a problem ......................................................................................................... 51 Closing an problem ........................................................................................................... 51

Viewing Known Errors ........................................................................................................... 51 Creating Known Error ............................................................................................................ 52 Modifying a Known Error ...................................................................................................... 52

Using Change management module ......................................................................................... 52 Change life cycle ................................................................................................................... 52 Viewing Changes ................................................................................................................... 53 Creating a change ................................................................................................................. 55 Updating a change ................................................................................................................ 56

Validating a change .......................................................................................................... 56 Rejecting a change ............................................................................................................ 56 Assigning a change to owners .......................................................................................... 56 Planning a change ............................................................................................................ 56 Approve a change ............................................................................................................. 57

Automated impact management .......................................................................................... 57 Email Notification .................................................................................................................. 57

Using Service management module ......................................................................................... 58 Managing Service Catalog ..................................................................................................... 58 Viewing Services & Sub services ........................................................................................... 58 Creating Services & Sub services .......................................................................................... 59 Managing SLT ........................................................................................................................ 59 Managing SLA ........................................................................................................................ 60 Managing Provider Contract .................................................................................................. 61 Managing customer contract ................................................................................................ 62

Importing data massively ......................................................................................................... 63 Using Audit .............................................................................................................................. 65


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About iTop This document describes release 0.9 of iTop. iTop is a robust Open Source web 2.0 application that will help you to better support your IT. Development of iTop started in March 2006 in order to publish on the internet a completely open solution that would help enterprise to drive ITIL best practices implementation. Goal of the iTop community was to provide an alternative solution to very expensive solutions sold by standard software vendors. At the early beginning of the project, the development team was focus on building the most complete CMDB (Configuration Management Data Base). One key objective was to make it as flexible as possible in order to allow administrator to add and remove configuration items from the data model and manage as many relationships as they want. The development team also designed a powerful state machine that allows defining life cycle for whatever configuration items in the CMDB. Realizing that all concepts developed within the CMDB can be applied to all other ITIL best practices, the iTop community decided to extend them to Incident Management, Change Management and Service Management modules. Then iTop became an IT operational portal that helps all IT management team to support their environment by:

Documenting IT infrastructures and their relationships (servers, application, network…) Documenting all users service calls. Documenting IT incident and planned outages, as well as a known error database. Documenting all IT services and contracts with external providers.

iTop application can be used by different type of profiles: Help Desk IT support engineers (1st level, 2nd level, 3rd level …) IT service managers IT managers

iTop application is relying on Apache, MySQL and PHP, so it can run on whatever operating system supporting those applications. It had been tested already on Windows, Linux Debian and Redhat. As it is a web based application you don’t need to install client on user PC. A simple web browser is enough to use it.

Licensing iTop is licensed under the terms of the GNU General Public License Version 3 as published by the Free Software Foundation. This gives you legal permission to copy, distribute and/or modify iTop under certain conditions. Read the ’license.txt’ file in the iTop distribution. iTop is provided AS IS with NO WARRANTY OF ANY KIND, INCLUDING THE WARRANTY OF DESIGN, MERCHANTABILITY, AND FITNESS FOR A PARTICULAR PURPOSE.


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Known limitations

• Trac #71 The same MySQL credentials are used during the setup and for running the application.

• Trac #246 Massive data load requiring to setup specific HTTP sessions with higher timeouts and memory limits.

• Trac #257 Could not delete more than 997 items when SUHOSIN is installed with its default settings.

Related documentation All related documentations are available on http://www.combodo.com/itopdocumentation

• “How to Setup Authentication with iTop” • “iTop Implementation Guide “ • “Localizing iTop” • “Customizing iTop 1.0” • “OQL Reference” • “iTop 1.0 user guide” • “How to migrate from 0.9 to 1.0”

iTop common usage

Starting iTop To use iTop, you just need a simple web browser and enter the following URL:

http://yourserver or http://yourserver/<itop alias> if you have created a particular apache alias for the application.

User is prompt to enter his login and password.

Figure 1

Once authenticated, the user accesses the main iTop page.


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Figure 2

This main page is divided in three parts:

• Left menu (also called explorer menu) to access item from each module (CMDB,

Incidents, Changes, Services and contracts) • Main frame on the right displays list of items from selected module, or details for

a given item. • Top frame to use global search function, and display login information

Using Explorer menu

Hidding / displaying explorer menu

If you click on in the Explorer menu you can hide it. It will appear temporally when you move your mouse on the left side of the window. This could be useful if you want to enlarge the main frame.

If you want to fix the Explorer menu, just click again on .

Filtering on a given organization This explorer allows you to navigate across all iTop modules. The “drop down” list at the top defines the organization you would like to work with. An organization is a way to group all iTop items into silos. When you have selected a given organization, you will see only items belonging to this one if you are allowed to see them.

Figure 3


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Accessing dashboards Each module has an overview menu that displays dashboards. Those dashboards provide an overview of the health of your IT using either pie , bar charts or tables. It is displayed in the Main Frame. Those dashboards can be customized. See iTop administrator guide line for additional information.

Figure 4

Accessing list of items Each module has “Search for” and “Shortcut” menus displaying list of object.

Figure 5

If there are more that X objects for the selected category, a short list is displayed. Once you click on link “Display all” on top of this table, you get the full list. The interest of such functionality is to reduce latency related to browser display when you have to deal with huge list. X is define in configuration file “config-itop.php” (see chapter Configuring short list in administrator guide) You can sort on each column. When you click on the web link for an object, you get the details page for this object.

Navigating within iTop You can navigate easily from one object to another by simply clicking on the web link corresponding to the object. All web link are preceded by As the application is completely web based, you can right click on your mouse to open this web link into a new window or tab depending on your web browser. This navigation is really useful in iTop as it allows you to follow relationships between objects.


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Action on list of items

The button on the top right corner of a list of items allows you to use predefine actions applicable for this list.

Figure 6

“New” enables you to create a new item corresponding to the type of object you are viewing, for instance a new server or a new incident ticket. When clicking on this action you get a wizard that helps you to create your item. New item creation will be discussed later for each module. “Delete…” enables you to delete massively all items you are currently viewing. “eMail” enables you to send a mail including a direct web link to the iTop object you are currently viewing. This feature is really useful for sharing information with others.

“CSV Export” enables you to export list of items you are currently viewing into a csv file in order to use it in Excel for instance.

Figure 7

Searching a type of object Each module provides “Search for” menus to search the objects your are looking for. When you click on one of them you get the corresponding search form.


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Figure 8

If you click on the blue “Search” icon, it closes the search form. You can define the criteria you are interested in, using either drop down lists, or regular

expression for blank fields. Then click on button on the right to display a list of item corresponding to your request.

Figure 9

“And” operator is used when you define multiple criteria. This search bar is available for any type of object, but of course search criteria depend on object attributes. Following criteria are available for date attributes: Expression Definition >= (resp >) date If you want object (resp strictly) after date<= (resp <) date If you want object (resp strictly) before date[date1; date2] If you want object between date1 and date2

Accessing object details From a list of items, you can click on the web link corresponding to the object to open the details page.


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Figure 10

This page display in the main frame tabs for the selected object. The first tab “Properties” displays all the attributes of the object. The “History” tab displays all the modification made on this object. You can by this way see who modify the object, when, and what had been modified.

Figure 11

The other tabs display the relationships with other objects. For instance applications or patches installed on a server, incidents or changes occurring on a server. The tabs depend on the object type and will be described in detail later for each module.

Action on a given object

The button on the top right corner allows you to use predefine actions applicable for the item.

Figure 12


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“Modify” allow you to modify attributes for the item you are currently viewing. The wizard display each tabs in edition mode enabling the user to modified object attributes, and relationships with other objects. “New…”, “Delete…”, “eMail”, and “CSV Export” are similar to action described for a list of item sooner in this document. Other actions may be available for objects having a life cycle. This will be described later.

Managing relationships between objects The tabs in “object detail page” are displaying relationships with other objects stored in the data base. iTop allows you to manage either (1,n) or (n,n) relationships. An example of (1,n) relationship is an network interface plugged on a server. An example of (n,n) relationship is a link between several servers and several contacts. When you click on tabs in “object detail page”, the UI displays list of objects linked to the current one. If you want to modify those relationships you have to click on “Modify” in the Action menu list. (1,n) relationship management You can add or remove (1,n) relationship by clicking on the “Action” menu on the top right corner of the displayed list. If there is no object linked yet you got a web link “Create a new <object type>”, for instance “Create a new Network Interface”. When you click on “Add” you get a wizard to create the new object. All attributes that are related to the parent object are pre-filled. For example, when you create a new network interface, the organization and the device name are pre-filled.

Figure 13

(n,n) relationship management For such type of relation, you can easily add or remove relationships, once you have clicked on Action-> Modify.


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Figure 14

When you click on the “Add Something...”button you are prompt by a search wizard enabling you to select objects you would like to link.

Figure 15

Don’t forget to click on “Add” at the bottom left corner to validate your choice. You can remove relationships by marking items and clicking on “Remove selected objects”.


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Figure 16

You can manage (n,n) relationships in different tabs at the same time.

Don’t forget at the end to click on “Apply” at the bottom left to validate all your modification.

Global search This feature is really fundamental in iTop. Like in “Google”, it allows you to search words or regular expression in the full data model, whatever type of object you are interested in.

Enter for instance “Paris” in and type “enter . You get all objects related to this word:

• Contacts on this site • Servers, PC, and network devices installed on this site. • Incident occurring on items located on this site …

Figure 17


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You can also use regular expression like “%sw%” for instance. Using global search helps you to get quickly information on your IT, without knowing really where to look for. Like in “Google”, it is really powerful and straightforward.

Using direct URL As iTop is completely web based you can access directly whatever page using its URL either by copying it from web browser or by using action “eMail”. This feature allows you to:

• bookmark you favorite pages • share pages with other people • build HTML dashboards • integrate iTop within a third party application

When accessing directly an iTop URL, you are prompted to enter your login and password if you are not already authenticated.

Changing your password Each user having a login in iTop can change its own password. Click on at the upper right corner of the application and select “Change Password …” Following window pops up asking the user to provide the former password and two times the value for the new one. Be careful, the password is crypt one way in the database, so nobody else than the user can know it. In case the user loses it, he has to ask iTop administrator to change it.

Logg off

To log off, the user just has to click on at the top right corner, and select “Log Off”

The Welcome Page When you enter iTop for the first time a pop-up window displays. It describes main features provided by iTop. You can close it, and specify that you don't want this pop-up to be display any more. The Welcome page displays web links to the most common objects and actions to be executed by an iTop user.


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Figure 18

Using CMDB module This module is related to Configuration Management Data Base as described in ITIL best practices. It allows IT operators to document all items they have under their control. It provides a logical model of the IT infrastructure by identifying, controlling, maintaining and verifying the version of all existing Configuration Items (CIs). Relationships between CIs are also documented in this CMDB, thus IT engineers can easily analyse dependencies within the infrastructure and impact due to incidents or changes. Release 1.0 of iTop handles:

• Persons, and Team • Locations. • Business processes. • Application solution for documenting application architecture. • Infrastructure (Desktop, Servers, Network devices, Network Interfaces,

Applications, Patches, mobile phones) • Groups of CI • Documents. (files, Web URL, notes)

With iTop you can document your whole IT environment and who is responsible for managing it. All CIs are describes in iTop data model and can be modified. Thus this document describes only data model that has not been customized. All modifications made on a CI are tracked with modification date, modified attribute values (old and new one), and user who made the change.

Managing Contacts When you click on “Contacts” in the Explorer bar, you get a summary page providing information about contacts:


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Figure 19

There are two types of contacts:

• Person • Team

To create a person or a team, click on the corresponding web link. You can also click on “New Contact” in the explorer Menu You are prompt to select the type of contact you want to create.

Figure 20

Depending on you choice, you get a wizard to create a person or a team.

Managing person A person is anybody that needs to be documented in the CMDB. The “Search for contact” menu displays a search form for searching contacts. If you select “Search for Person Objects” you get a list of person

Figure 21


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When you click on the link for a person, you get its details.

Figure 22

A person belongs to only one location and one organization. Attributes for a person displayed in the “Properties” tab:

Attribute Description Manadatory Name Last name of this person yesFirst Name First name of this person yesOrganization Organization to which

belong this person yes

Status Active / Inactive Yes (default Active) Location Location for this person noEmail Email adress yesPhone Phone number noEmployee ID ID for this person no

“Teams” tab displays all team this person belongs to, with her role. “Contracts” tab displays all contracts for which this person is a contact. “Services” displays all services for which this person is a contact “Tickets” displays all tickets for which this person is a contact “Cis” tab displays all infrastructures for which this person is a contact

Managing team A team is a group of person that needs to be documented in the CMDB. The “Search for contact” menu displays a search form for searching contacts. If you select “Search for Team Objects” you get a list of team.


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Figure 23

When you click on the link for a team, you get its details.

Figure 24

A team belongs to only one location and one organization. Attributes for a person displayed in the “Properties” tab:

Attribute Description Manadatory Name Last name of this person yesOrganization Organization to which

belong this person yes

Status Active / Inactive Yes (default Active) Location Location for this person noEmail Email adress yesPhone Phone number no “Members” tab displays all team this person belongs to, with her role. “Contracts” tab displays all contracts for which this person is a contact. “Services” displays all services for which this person is a contact. “Tickets” displays all tickets assigned to this team. “Cis” tab displays all infrastructures for which this person is a contact. “Teams” tab displays all teams this team belongs to.

It is important to have at least one member in a team, else you won't be able to assign a ticket to an agent for this team.


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Managing Documents Documents in iTop are used to load what ever electronic type of documents (images, pdf, word, excel ….) and link them to different types of objects (infrastructure, contracts …). The “Document” menu displays all documents stored in iTop.

Figure 25

When you click on the link for a document you get its details.

Figure 26

There are three types of documents:

• File document enabling you to load electronic files. • Web link to refer to external web documentation. • Notes to enter text information.

Depending on format of this document, the browser may automatically displays its content (gif, pdf, txt) in the preview tab (for file document only). As for any other objects, you can review history of changes made on a document, including different version of the uploaded file. Attributes for a File document displayed in the “Properties” tab:

Attribute Description Manadatory

Name Name of this document yes

Organization Organization to which this document belongs to

yes

Description Description for this document no

Type Document type no


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Status Draft / Obsolete / Published no

Content File document loaded yes Attributes for a web document displayed in the “Properties” tab:




yes




URL Web link to the document.It has to begin with http://...

yes

Attributes for a note document displayed in the “Properties” tab:




yes




Text Text for this not yes “Contracts” tab displays all contracts linked to a document. “Services” displays all services linked to a document. “Tickets” displays all tickets linked to a document. “Cis” tab displays all infrastructures linked to a document.

Managing Locations A location is a configuration item that allows you to document in the CMDB any geographical location (Site, Building …). “Location” menu displays all locations belonging to selected organization.

Figure 27


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When you click on the link for a location you get its details.

Figure 28

Attributes for a location displayed in the “Properties” tab:


Name Name of this location yes

Status Active / Inactive yes

Owner Organization Organization to which this location belongs to

Yes (default Active)

Address Address no

Postal Code Postal code no

City City no

Country Country no

Parent location Parent location to manage location hierarchy

no

“Contacts” tab displays all team this person belongs to, with her role. “Infrastructures” tab displays all contracts for which this person is a contact.

Managing Configuration Items (CI) An infrastructure represents all hardware or software items installed in your IT. iTop CMDB allows you to manage their life cycle as well as relationships between items. Thus you can document applications installed on server, client/server relationships between two applications, on which port of switch a server is connected too … When you click on menu “Configuration Items” you get 3 sections that enable you to manage all CIs (Add and Search):


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Devices:

Figure 29

Softwares & Applications:

Figure 30

Miscellaaneous:

Figure 31

Managing Business Processes The business processes are used to document the most critical processes of your company (Payroll, Supply Chain, …) “Business process” menu displays all business processes belonging to selected organization.


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Figure 32

When you click on the link for a business process you get its details.

Figure 33


Attribut Description Mandatory


Status Active / Inactive No (default implementation)


yes

Business Criticity Criticity for this business process

no

Description Description for this business process

no

“Contacts” tab displays all contacts for this business process. “Document” tab displays all documents related to this business process. “Contracts” tab displays all contracts covering this business process “Tickets” tab displays all tickets (Incident, Problem and Change) impacting this business process. “Application Solutions” tab displays all application solution impacting this business process.

Mananging Application Solution The application solutions are used to document application architecture. You can define all elements used by this application: Servers, softwares, data bases … This is really useful to analyze how applications are impacted by infrastructure elements. “Application solution” menu displays all business processes belonging to selected organization.


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Figure 34

When you click on the link for an application solution you get its details.

Figure 35

Attributes for an application solution displayed in the “Properties” tab:



Status Active / Inactive No (default implementation)


yes


no


no

“Contacts” tab displays all contacts for this application solution. “Document” tab displays all documents related to this application solution. “Contracts” tab displays all contracts covering this application solution. “Tickets” tab displays all tickets (Incident, Problem and Change) impacting this application solution. “Application Solutions” tab displays all application solution impacted by this application solution. “CIs” tab displays all CIs used by this application solution. “Business Processes” tab displays all business processes impacted by this application solution.

Managing Software iTop can manage the software installed on a server. There are two type of software: database and other software. An instance of software, installed on a server is always related to software documented in the “Data administration” module.


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Before creating a new instance of software, you need to make sure that this software exists in iTop . To Manage known Softwares, click on “Applications” or “Database Server” in the “Data administration” module. This enables you to create a reference library for your software. To create a new installed software, click on “Configuration Items” menu and “New Application instance” or “New database instance” depending on the type of you software. Or use the tab “Application” from a server object.

Figure 36

Attributes for an application displayed in the “Properties” tab:

Attribut Description Mandatory Name Name of this location yesStatus Active / Inactive No (default implementation)Owner Organization Organization to which this

location belongs to yes


No


No

Device Device where is installed the application

Yes

Software Corresponding Software YesLicense Related licence NoVersion Version No

“Contacts” tab displays all contacts for this installed software. “Document” tab displays all documents related to this software. “Contracts” tab displays all contracts covering this installed software “Tickets” tab displays all tickets (Incident, Problem and Change) impacting this installed software.


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“Application Solutions” tab displays all application solution impacted by this installed software.

Managing Patch iTop enables you to document patches and on which servers they are installed. You can control by this way if critical patches are installed on your servers. You can access the patches using the “Configuration Items” menu under “Software and Application section. The “Search for Patch menu displays a form to look for patch:

Figure 37

When you click on the link for a patch you get its details.

Figure 38

Attributes for a patch displayed in the “Properties” tab:



Application scope Which type of application is concerned

No

Version Version for this patch no

Type Security, OS, Application, service pack

no

Description Description for this patch no “Devices” tab displays all devices where this patch is installed.


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Managing Licences iTop enables you to document all your licenses and which servers are using them. “You can access the licenses using the “Configuration Items” menu under “Software and Application section. The “Search for Licenses” menu displays a form to look for licenses: .

Figure 39

When you click on the link for a license you get its details.

Figure 40




Owner Organization to which this location belongs to

yes

provider Provider for this license yes

Product Product corresponding to this license

no


no

Start date Date when the license is No


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starting

End date Date when licensing term ends

No

Key License key No

Scope No

Usage limit Maximum number of licenses purchased

No

“Usage” tab displays all instance of software using this license.

Infrastructure Management

Managing Personal Computers (PC) This type of configuration item is whatever laptop or desktop installed in you IT. “Personal Computer” menu displays all PCs documented for the selected organization.

Figure 41

When you click on the link for a PC you get its details.

Figure 42


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Attribut Description Mandatory Name Name of the PC yesStatus Production / implementation

/obsolete No (default implementation)

Owner Organization Organization to which this PC belongs to

yes

Business Criticity Criticity for this PC NoBrand Brand of this PC NoModel Model of this PC YesSerial Number Serial number NoAsset Reference Asset number NoCPU CPU type NoRAM Installed memory NoHard disk Total hard disk space NoOS Family OS Family NoOS Version OV Version No

“Contacts” tab displays all contacts for this PC. “Document” tab displays all documents related to this PC. “Contracts” tab displays all contracts covering this PC “Tickets” tab displays all tickets (Incident, Problem and Change) impacting this PC. “Application Solutions” tab displays all application solution impacted by this PC. “Network Interfaces” tab displays all network interfaces for this PC. “Applications” tab displays all the applications installed on this PC. “Patches” tab displays all the patches installed on this PC.

Managing Servers This type of configuration item is whatever laptop or desktop installed in you IT. “Servers” menu displays all servers documented for the selected organization.

Figure 43

When you click on the link for a server you get its details.


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Figure 44 Attributes for a server displayed in the “Properties” tab:

Attribut Description Mandatory Name Name of this Server YesStatus Production/ Implementation

/ obsolete No (default implementation)

Owner Organization Organization to which this server belongs to

yes

Business Criticity Criticity for server NoBrand Brand of this server NoModel Model of this server NoSerial Number Serial Number NoAsset Reference Asset number NoLocation Location for this server NoLocation details Details for this location NoManagement IP Management IP address NoDefault Gateway Default gateway NoCPU CPU type NoRAM Total memory NoHard disk Total disk space NoOS Family OS Family NoOS Version OS Version No

“Contacts” tab displays all contacts for this server. “Document” tab displays all documents related to this server. “Contracts” tab displays all contracts covering this server “Tickets” tab displays all tickets (Incident, Problem and Change) impacting this server. “Application Solutions” tab displays all application solution impacted by this server. “Network Interfaces” tab displays all network interfaces for this server.


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“Applications” tab displays all the applications installed on this server. “Patches” tab displays all the patches installed on this server.

Managing Network Devices The Network device class regroups all routers, switches, firewall, etc, installed in your environment. This type of configuration item is whatever laptop or desktop installed in you IT. “Servers” menu displays all servers documented for the selected organization.

Figure 45

When you click on the link for a server you get its details.

Figure 46

Attributes for a server displayed in the “Properties” tab:

Attribut Description Mandatory Name Name of this network device YesStatus Production/implementation/

obsolete No (default implementation)

Owner Organization Organization to which this network device belongs to

yes

Business Criticity Criticity for this network device

No

Brand Brand No


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Model Model NoSerial Number Serial number NoAsset Reference Asset number NoLocation Location for this device NoLocation details Details for this location NoManagement IP Management IP address NoDefault Gateway Default Gateway NoType Type of network device NoIOS Version IOS version NoRAM Installed RAM NoSNMP Read Read snmp community NoSNMP Write Write snmp community No

“Contacts” tab displays all contacts for this network device. “Document” tab displays all documents related to this network device. “Contracts” tab displays all contracts covering this network device. “Tickets” tab displays all tickets (Incident, Problem and Change) impacting this network device. “Application Solutions” tab displays all application solution impacted by this network device. “Network Interfaces” tab displays all network interfaces for this network device. “Applications” tab displays all the applications installed on this network device. “Patches” tab displays all the patches installed on this network device.

Managing Network Interfaces An interface is representing any card that allows connecting devices to the network. It can be linked to network devices, PCs, servers and printers Network interfaces can be created from the creation wizard for a network device, PC, server and printer. Attributes for a server displayed in the “Properties” tab:

Attribut Description Mandatory Name Name of this Interface YesStatus Production / implementation

/ obsolete No (default implementation)

Owner Organization Organization to which this interface belongs to

yes

Business Criticity Criticity for this interface NoBrand Brand NoModel Model NoSerial Number Serial number NoAsset Reference Asset number (if required) NoDevice Device NoLogical type Logical type NoPhysical type Physical type NoIP address IP address NoIP Mask IP MAsk No

MAC address MAC address NoSpeed Speed NoDuplex Half/Full/Auto NoLink type Up link / Down link No


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Connected to Network interface connected No “Contacts” tab displays all contacts for this network device. “Document” tab displays all documents related to this network device. “Contracts” tab displays all contracts covering this network device. “Tickets” tab displays all tickets (Incident, Problem and Change) impacting this network device. “Application Solutions” tab displays all application solution impacted by this network device. “Applications” tab displays all the applications installed on this network device.

Managing Subnet iTop enables you to document you subnets and helps you to know which IP addresses are used, and which one are free. “You can access the subnets using the “Configuration Items” menu under “Miscelleanous” section. The “Search for Subnets” menu displays a form to look for subnet:

Figure 47 When you click on the link for a subnet you get its details.

Figure 48

Attributes for a subnet displayed in the “Properties” tab:

Attribut Description Mandatory IP Name of this location YesIP MAsk Active / Inactive No (default implementation)Owner Organization Organization to which this

location belongs to yes


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Description Criticity for this business process

No

“IP Usage” tab displays all network interfaces with IP address in this subnet. “Free IP” tab displays all IP addresses not used by network interfaces.

Managing Printers iTop enables you to document all type of printers installed in your company. The Network device class regroups all routers, switches, firewall, etc, installed in your environment. This type of configuration item is whatever laptop or desktop installed in you IT. “Printers” menu displays all printers documented for the selected organization.

Figure 49

When you click on the link for a printer you get its details.

Figure 50

Attributes for a printer displayed in the “Properties” tab:

Attribut Description Mandatory Name Name of this printer YesStatus Production/implementation/ No (default implementation)


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obsoleteOwner Organization Organization to which this

printer belongs to yes

Business Criticity Criticity for this printer NoBrand Brrand NoModel Model NoSerial Number Serial Number NoAsset Reference Asset number NoLocation Location for this printer NoLocation details Details for this location NoManagement IP Management IP NoDefault Gateway Default Gateway NoType Printer / Mopier NoTechnology Inkjet/ Laser / tracer No

“Contacts” tab displays all contacts for this printer. “Document” tab displays all documents related to this printer. “Contracts” tab displays all contracts covering this printer. “Tickets” tab displays all tickets (Incident, Problem and Change) impacting this printer. “Application Solutions” tab displays all application solution impacted by this printer. “Network Interfaces” tab displays all network interfaces for this printer.

Managing Groups Using iTop you can group object together. Groups can be used for modeling any operational need. For instance documenting all devices monitored by a given application. The “Group of CIs” menu displays all groups created for the selected organization.

Figure 51

When you click on a group, you get its details.


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Figure 52

“Linked Cis” tab displays all CI linked to this group. To create a new group you just have to click on “New” in action drop down list, from either group list or a given group detail.

Impact graphical view iTop provides a graphical view to analyze the impact of an object on other CIs. This is applicable for all objects for which impact rules had been defined in the data model. Two types of rules are available:

• “Impact” displaying all CIs impacted when a CI has an incident • “Depends on” displaying what are the CIs that may have an impact on a given object

Those rules are available for:

• Servers • Network Devices • Network Interfaces • Installed software • Database instances • Application solutions • Business processes

Those views are available for the “Action” menu list when you are on the details page of an object.

Figure 53

When you select one of the rules you get corresponding view.


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Figure 54

The zoom scroll bar enables you to zoom in the view. You can move each icon to reorganize them. The “lists” tab displays list of impacted CIs.

The Flash player is mandatory for having this feature working.

Using Help Desk module The Help desk module enables you to document all the requests coming from end users. User request tickets can by assign to workgroup that would be responsible for making sure request is handled. This module is linked to service management module in order to link user requests with the service catalog, and by this way manage automatically SLA. Using this module you can improve efficiency of your Help Desk team and make sure it is handling request according to defined SLAs. This module is as well integrated with the iTop notification system, in order to inform the contacts that need to be notified during the life of the user request. An end user portal is available to enable them to create the service requests by themselves and follow their status.

User Request life cycle In order to enforce service desk processes, iTop includes a life cycle for service call object. Moving from one state to another will require some action from support agent, for example updating action log and resolution code before closing a ticket. The life cycle is described in following diagram:


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Figure 55

Viewing User Request There are several ways to access a list of user requests:

• Using the “Search for User Requests” menu in the Explorer menu • Using the “Shortcuts” in the Explorer menu.

Those menu displays list of Use Requests.

Figure 56

When you click on one user request you get the details page.

Figure 57


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Available Attributes: Attibute Description

Ref Unique reference for the ticket starting wiht R-

Title Title for the user request

Description Description for the request

Log Log area to enter coments and actions performed for this request

Started Date when the request was commited

Status Status for this request (New, Assigned, Escalated/TTO, Escalated/TTR, Resolved,Frozen,Closed)

Caller Name of the caller (depends on the customer)

Customer Name of the related customer

Service Service impacted (depends on the customer)

Service element Sub service (depends on service)

Product Concerned product if required

Impact Impact (A single person, a site, a Department)

Priority High, Medium, Low (automatically computed using Impact and Urgency)

Urgency High, Medium, Low

Workgroup Team assigned to work on this ticket (depends on Service)

Agent Agent working on this ticket

Related Problem Problem linked to this request (if required)

Related Change Change linked to this request (if required)

Closed Date when the request was closed

Last Update Last time the request was updated

TTO escalation deadline Dead line date for assigning this request

TTR escalation deadline Dead line date for resolving this request

Resolution Code Code for résolution

Solution Explanation how the request was solved

User satisfaction Satisfaction for the caller : Very Satisfied, Fairly Satisfied, Rather Dissatisfied, Very Dissatisified.

User Comment Comment for explanation

Request Type Type of this request: Information, Issue,


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Service Request

Pending Reason Reason why the request is frozen “Documents” tab displays all documentation linked to this user request. “Cis” tab displays all infrastructures related to this user request. “Contacts” tab displays all contacts related to this user request. “Related Incidents” tab displays all incident tickets that are linked to this service call. This allows support agent to regroup a list of service call with a ticket that represent the root cause of the issue encountered by end users. “Notifications” tab displays all email notification sent for this user request.

Creating Service Request

There are several ways to create a service call: either using from a list of User Request and selecting “New”, or from the detail page of an other User Request and using

and selecting “New”. The tab “Documents” enables you to link existing documents to this request. The tab “Contacts” enables you to link existing contacts to this request. The tab “Related Incidents” enables you to link existing Incident to this request.

It is important to make sure that members are assigned to the team corresponding to selected workgroup, else you won’t be able to assign this service call to an agent.

Updating Service call You can update a service call at any time using Modify action, but fields you can modify depend on status of the ticket.

Assigning or re-assigning a user request to a workgroup or an agent

Click on button of the details page and select “Assign” or “Reassign”. A wizard opens to let you enter an agent.

Figure 58

Click on “Assign” for validating your change. The status of the user request changes to “assigned”

Resolving a User Request

To resolve a user request, click on button of the details page and select “Resolve”. A wizard opens to let you enter a solution:


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Figure 59

Click on “Mark as resolved” for solving the user request. Status is now “Resolved”.

Closing a User Request

Once validated by the caller the request can be close. Click on button of the details page and select “Close”.A wizard opens to let you enter customer satisfaction:

Figure 60

This action can be performed by the caller via the end-user portal, if he has access to it.

User portal for User Request iTop provides a user interface for end-user in order to enables them to create User Requests, and follow them. The users having an end-user profile are connected directly to the portal when they connect to iTop.

Figure 61


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To create a new request from the portal, click on 'icon'. A wizard helps you to create the user request. This one displays only Services and Service element the end user is allowed to see based on the customer contracts defined for its organization.

The refresh button update list for the open requests and the resolved requests.

To disconnect the end user just have to click on . The end user is allowed to close resolved request. For this he just has to click on the concerned resolved request and fill the satisfaction form

Figure 62

The end user can also change its own password using the 'icon' button.

Automated SLA Computation iTop computes automatically escalation dead line for the “Time To Own” SLA (TTO) and the “Time To Resolve” SLA (TTR). The status of the user request changes automatically when the time to own or the time to resolve a request is over the define service level target (SLT) for the corresponding service. (For more information about SLA and SLT definition, look at “Using Service Management module”). The SLA (so SLT) depends on the customer contract defined for the corresponding service and the customer.


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Figure 63

When the TTO is over the defined SLT, the status changes to “escalated/tto”. When the TTR is over the defined SLT, the status changes to “escalated/ttr”. In both cases, the user request is displayed in red in the lists of requests. When TTO and TTR reach 75% of the defined SLT, the user request is displayed in yellow in the lists of requests.

Email Notification iTop provides a notification system that can send emails when the status of a user request is changing. All sent notifications for a given request are visible in the tab “Notification”. For more details about configuring notifications, look at “iTop 1.0 Administrator’s guide”.

Using Incident management module The incident management module allows you to manage any incident ticket occurring in your environment as describe by ITIL best practices. It allows support agent to create incidents. In order to focus on most critical issues, they can use different level of severity. They can also easily document infrastructures impacted and contact to be notified. This module is linked to service management module in order to link incidents with the service catalog, and by this way manages automatically SLA. Using this module you can improve efficiency of your support teams and make sure incident are handled according to defined SLAs. This module is as well integrated with the iTop notification system, in order to inform the contacts that need to be notified during the life of the user request.

Incident life cycle In order to enforce incident management process, iTop includes a life cycle for incident object. Moving from one state to another will require some action from support agent, for example updating action log and resolution code before closing a ticket. The life cycle is described in following diagram:


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Figure 64

Viewing Incident There are several ways to access a list of Incidents:

• Using the “Search for Incidents” menu in the Explorer menu • Using the “Shortcuts” in the Explorer menu.

Those menus display a list of Incidents.

Figure 65

When you click on a given incidents, you get its details page.

Figure 66


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Available Attributes:

Attibute Description

Ref Unique reference for the ticket starting wiht R-

Title Title for the user request

Description Description for the request

Log Log area to enter coments and actions performed for this request

Started Date when the request was commited

Status Status for this request (New, Assigned, Escalated/TTO, Escalated/TTR, Resolved,Closed)

Caller Name of the caller (depends on the customer)



Service element Sub service (depends on service)







Related Problem Problem linked to this request (if required)

Related Change Change linked to this request (if required)

Closed Date when the request was closed

Last Update Last time the request was updated

TTO escalation deadline Dead line date for assigning this request

TTR escalation deadline Dead line date for resolving this request

Resolution Code Code for résolution

Solution Explanation how the request was solved

User satisfaction Satisfaction for the caller : Very Satisfied, Fairly Satisfied, Rather Dissatisfied, Very Dissatisified.

User Comment Comment for explanation


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“Documents” tab displays all documentation linked to this incident. “Cis” tab displays all infrastructures related to this incident. “Contacts” tab displays all contacts related to this incident. “Related Incidents” tab displays all incident tickets that are linked to this incident. This allows support agent to regroup a list of incident with a master incident that represent the root cause of the issue encountered. “Notifications” tab displays all email notification sent for this incident.

Creating incident

There are several ways to create an incident ticket: either using from a list of incident ticket and selecting “New”, or from the detail page of another incident ticket and

using and selecting “New”. You can also click on the link “New Incident” in the Welcome page or in the Incident module. The tab “Documents” enables you to link existing documents to this request. The tab “Contacts” enables you to link existing contacts to this request. The tab “Related Incidents” enables you to link existing Incident to this request.

It is important to make sure that members are assigned to the team corresponding to selected workgroup; else you won’t be able to assign this incident to an agent.

Updating incident You can update an incident ticket at any time using the “Modify” action, but fields you can modify depend on status of the ticket.

Assigning or re-assigning a ticket to workgroup or agent

Click on button of the details page and select “Assign”. A wizard opens to let you enter either a new workgroup and select an agent.

Figure 67

Click on “Assign” for validating your change. The status of the ticket changes to “assigned”

Resolving an incident ticket

When the incident is resolved you can click on button of the details page and select “Resolve”. A wizard opens to let you enter resolution information.


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Figure 68

Click on “Mark as resolved” to validate the status change. New status for this ticket is “Resolved”.

Closing an incident ticket

When the incident is fixed, you can close it. Click on button of the details page and select “Close”. A wizard opens to let you enter caller feedbacks.

Figure 69

Click on “Close” for closing the incident ticket. Status is now “Closed”. You won’t be able to change this ticket anymore.

Automatic impact management When you create an incident, you can specify using the “CIs” tab the CIs that have an incident. When you confirm the creation of the ticket, iTop computes automatically all the impacted CIs that depend on the selected ones and the related contacts according to the relationships documented in the CMDB. CIs and related contacts computed can be seen in the “CIs” and “Contacts” tab.

Automated SLA computation Computation is similar to the one described in the “User Request Module”


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Email Notification iTop provides a notification system that can send emails when the status of a user request is changing. All sent notifications for a given request are visible in the tab “Notification”. For more details about configuring notifications, look at “iTop 1.0 Administrator’s guide”.

Using Problem Management Module The primary objectives of Problem Management are to prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented. Use this module to track recurring issues and link many Incidents to one single Problem ticket. It is also responsible for ensuring that the resolution is implemented via a related change. This module provide as well a known error database that store the symptoms, the work around and the resolution for the known issues in order to reduce the impact of incidents over time. The problems and the incidents are linked together in order to ensure efficient incident management.

Problem management life cycle In order to enforce the problem management process, iTop includes a life cycle for the problem object. Moving from one state to another will require some action from the problem managers

Figure 70

Viewing Problem There are several ways to access a list of Problems:

• Using the “Search for Problem” menu in the Explorer menu • Using the “Shortcuts” in the Explorer menu.

Those menus display a list of problem.


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Figure 71

When you click on a given problem, you get its details page.

Figure 72



Ref Unique reference for the ticket starting wiht P-

Title Title for the problem

Description Description for the problem

Log Log area to enter comments and actions performed for this problem

Started Date when the problem was committed

Status Status for this request (New, Assigned, Resolved,Closed)



Service Category Sub service (depends on service)




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Related Change Change linked to this problem (if required)

Close Date Date when the problem was closed

Last Update Last time the problem was updated

Resolution date Date when the problem was solved “Known errors” tab displays all related known errors. “Documents” tab displays all documentation linked to this problem. “Cis” tab displays all infrastructures related to this problem. “Contacts” tab displays all contacts related to this problem. “Related Incidents” tab displays all incident tickets that are linked to this problem. This allows problem managers to regroup a list of incident with a master problem that represent the root cause of the issue encountered. “Notifications” tab displays all email notification sent for this problem.

Creating a Problem

There are several ways to create an problem ticket: either using from a list of problem ticket and selecting “New”, or from the detail page of another problem ticket and

using and selecting “New”. You can also click on the link “New problem” in the Problem Management module. The tab “Documents” enables you to link existing documents to this problem. The tab “Known Errors” enables you to create a known error related to this problem. The tab “CIs” enables you to link impacted CI to this problem. The tab “Contacts” enables you to link existing contacts to this problem. The tab “Related Incidents” enables you to link existing Incident to this problem.

Updating Problem At Any time you can use the “Modify” action to update a problem ticket. You can only modify attributes that are allowed for a given status.

Assigning or re-assigning a problem to a workgroup or an agent

Click on button of the details page and select “Assign”. A wizard opens to let you enter either a new workgroup and select an agent.

Figure 73


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Resolving a problem

When the problem is resolved you can click on button of the details page and select “Resolve”. A confirmation window open. Click on “Resolve” to confirm.

Closing an problem

When the resolution of the problem is validated, you can close it. Click on button of the details page and select “Close”. A confirmation window open. Click on “Close” to confirm. Once done, you cannot modify your problem any more.

Viewing Known Errors To access the known errors in iTop you can click either on “Search Known Errors” or “All Known Errors” in the Problem Management Module.

Figure 74

When you click on a given known error, you get its details page.

Figure 75



Name Name for the error


Related Problem Problem related to this error


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Symptom Description of the symptom for this error

Root cause Root cause for the error

Work around Documentation of a work around while the final solution had not been found. This reduces the time to resolve an incident.

Solution The real solution for the problem. This may trigger a change for implementing the solution

Error Code Error code to identify easily the error (ORA-2345)

Domain Application / Desktop / Network / Server

Vendor Product Vendor if required

Model Product model if required

Version Impacted version of a product “Cis” tab displays all infrastructures related to this known error. “Documents” tab displays all documents related to this known error. Use full if you want to add more information.

Creating Known Error

There are several ways to create an known error: either using from a list of known errors and selecting “New”, or from the detail page of another known error and using

and selecting “New”. You can also click on the link “New Known Error” in the Problem Management module or from a given Problem in the tab “Known Errors”

Modifying a Known Error You can modify a known error at any time using the “Modify” action.

Using Change management module The change management module allows change manager, change supervisor and change implementer to deal with changes occurring in your IT as described in ITIL best practices. It allows those people to define which infrastructure will be impacted, and who will need to be notified. It also document outages in advance to inform end users.

Change life cycle In order to enforce change management process, iTop includes a life cycle for change object. Moving from one state to another will require some action from change manager, supervisor or implementer, for example planning a change Life cycle for Routine change:


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Figure 76

Life cycle for Normal change

Figure 77

Life cycle for Emergency change

Figure 78

Viewing Changes There are several ways to access a list of changes:

• Using the “Search for changes” menu in the Explorer menu • Using the “Shortcuts” in the Explorer menu.

Those menus display a list of changes.

Figure 79

When you click on a given change, you get its details page.


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Figure 80



Ref Unique reference for the ticket starting with C-

Title Title for the change

Description Description for the change

Log Log area to enter coments and actions performed for this change

Planned startup Date when the change is supposed to start

Status Status for this request (New, Assigned, Escalated/TTO, Escalated/TTR, Resolved,Frozen,Closed)

Requestor Name of the person requesting this change

Reason Reason for this change


Workgroup Team responsible for implementing the change.

Agent Person responsible for implementing the change

Supervisor Team Team responsible for supervising the change.

Supervisor Person responsible for supervising the change

Manager Team Team responsible for approving the change.

Manager Person responsible for approving the change.

Created Date when the change ticket was created.

Last update Last time the ticket was updated.

End date Date when the change is supposed to end.

Closed Date when the change ticket is closed.

impact Impact of this change


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Outage Flag to specify if there is an outage or not (YES / NO)

Fallback plan Plan in case there is an issue with this change.

“Documents” tab displays all documentation linked to this incident. “Cis” tab displays all infrastructures related to this incident. “Contacts” tab displays all contacts related to this incident. “Related Incidents” tab displays all incident tickets that are linked to this incident. This allows support agent to regroup a list of incident with a master incident that represent the root cause of the issue encountered. “Notifications” tab displays all email notification sent for this incident.

Creating a change

There are several ways to create an change ticket: either using from a list of change and selecting “New”, or from the detail page of another change ticket and using

and selecting “New”. You can also click on the link “New change” in the Change module. A wizard prompts you to select the type of change you want to create:

Figure 81

Once selected a form open to create the corresponding type of change

Figure 82

The tab “Documents” enables you to link existing documents to this change. The tab “Contacts” enables you to link existing contacts to this change. The tab “Related Incidents” enables you to link existing Incident to this change. The tab “Cis” enables you to link impacted CIs to this change


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Updating a change You can update a change ticket at any time using the “Modify” action, but fields you can modify depend on status of the ticket.

Validating a change

Click on button of the details page and select “Validate”. A wizard opens to let you enter Workgroup, Supervisor team, Manager team and Acceptance information

Figure 83

Click on “Validate” for validating your change. The status of the ticket changes to “validated”

Rejecting a change

Click on button of the details page and select “Reject”. In that case you are just prompt to confirm that you want to reject the change

Assigning a change to owners

Click on button of the details page and select “Assign”. A wizard opens to let you enter either a agent, a supervisor and a manager responsible for managing this change.

Figure 84


Planning a change

Click on button of the details page and select “Plan”. A wizard opens to let you enter planning information.


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Figure 85

Click on “Plan” to validate status change. New status for this ticket is “planned”.

Approve a change

Click on button of the details page and select “Approve”. A wizard opens to let you enter approval information

Figure 86

Click on “Approve” for approving the change. Status is now “Approved”. If you choose to reject a change, it will have to be planned again. Once approved, a change can be implemented, monitored and finished. No additional information will be requested. Once finished, you are not allowed to modify the change any more.

Automated impact management The mechanism is the same as for the incident management module.

Email Notification The mechanism is the same as for the incident management, and helpdesk module.


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Using Service management module This module ensures that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered The service management module enables you to:

• Document your IT service catalogue with Service Level Aggreement (SLA) and Service Level Target (SLT)

• Document your provider contracts • Document your customer contract and which services you provide with corresponding

SLA. For each type of contracts you can document the costs, the contacts, the covered infrastructures, and you can link document.

Managing Service Catalog

Viewing Services & Sub services The menu “Services” displays a list of services provided by the selected organization. If no organization is selected, all services provided by all organizations documented in iTop are displayed.

Figure 87

If you click on a given service, you get its details:

Figure 88

The tab “Service Subcategories” displays related subcategories. The tab “SLA” displays related SLAs. The tab “Documents” displays related documents. The tab “Contacts” displays related contacts. The tab “Related Contracts” displays all contract signed for this service.


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The menu “Service subcategories” displays the complete catalog of services with all subcategories of each service.

Figure 89

If you click on a given service subcategory, you get its details:

Figure 90

Creating Services & Sub services

To create a new service: either using from a list of service and selecting “New”,

or from the detail page of another service using and selecting “New”. The tab “Service Subcategories” enables you to create subcategories for this service. The tab “SLA” enables you to link this service with existing SLAs. The tab “Documents” enables you to link this service with existing documents. The tab “Contacts” enables you to link this services with existing contacts. To create a new service subcategory, click on the “Service Subcategory” tab for a given

Service and click on “Modify”, you can then click on and select “New” from the list of already existing subcategories.

Managing SLT A Service Level Target (SLT) defines a metric that that as to be verified and control. In current version of iTop, there are only SLT for ticket management:

Time to Own (TTO) : time to assign a ticket to an agent Time to Resolve (TTR) : time to resolve a ticket


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The menu “SLT” displays all SLT defined in iTop.

Figure 91

The “search” drop down menu enables you to refine your search criteria.

To create a new SLT: either use from a list of SLT and select “New”, or from the detail page of another SLT and select “New”. Following wizard open

Figure 92

You can define: • The metric (TTO or TTR) • The priority of the ticket concerned by this SLT • A Value • A unit (minutes, hours, days)

The tab “SLA” defines the SLA using this SLT

Managing SLA SLA enables you to define the level of service for a given service. They are linked to SLT that are responsible for defining target to measure the quality of service. The menu “SLA” displays all SLA defined in iTop.


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Figure 93

The “search” drop down menu enables you to refine your search criteria.

To create a new SLA: either use from a list of SLA and select “New”, or from the detail page of another SLA and select “New”. Following wizard open

Figure 94

The tab “SLT” enables you to link this SLA to existing SLT.

Managing Provider Contract The menu “Provider Contracts” displays all contracts for services provided by an external provider to your organization. The provider is documented as an organization in iTop. Thus this menu displays only provider contract provided by the selected organization.

Figure 95

When you click on a provider contract you get its details


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Figure 96

“CIs” tab displays list of infrastructures covered by this contracts, as well as coverage window 24*7,5*8 … “Contacts” tab displays all contacts for this contract and their role. “Documents” tab displays all documents related to this contract.

To create a new Provider Contract: either use from a list of Provider Contract and select “New”, or from the detail page of another Provider Contract and select “New”.

Managing customer contract The menu “Customer Contracts” displays all contracts signed with your customers. The customer is documented as an organization in iTop. Thus this menu displays only customer contract for the selected organization.

Figure 97

When you click on a customer contract you get its details


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Figure 98

“CIs” tab displays list of infrastructures covered by this contracts, as well as coverage window 24*7,5*8 … “Contacts” tab displays all contacts for this contract and their role. “Documents” tab displays all documents related to this contract. “underpinning contract” displays all provider contracts used for delivering this contract. “SLA” displays all SLA related to this contract. Services are linked to customer contract via the SLA (see Picture XXX)

Importing data massively In order to ease management of CI and their relationships, iTop is providing a massive data load functionality that allows users to create any object using csv and excel files. This tool can be used for adding or updating objects.

Figure 99

To start massive import, click on “CSV import” in the “Data administration” module. A wizard helps you to massively load you object. First step consists in providing the data you want to load. You can either load them from csv file in the “Load from file” tab, or copy paste data in the “Copy and paste data” tab. Whatever method you choose, you can select the Character encoding. The tab “Templates” provides predefined csv templates for each type of iTop objects. Those templates contain columns with object attributes labels.


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Figure 100

Second step consist in selecting data options. It enables you to:

• Select the separator • Select the text qualifier character • If you want to use the first line as a header (used to identify object attributes) • If you want to skip beginning of the file

The data preview is updated according to your choice.

Figure 101

Third step enables you to select the class of objects to import. The “Mappings” column define how to map your data with the object attribute. If the header of the csv file used are the good one, the mapping is automatic. The “Search?” column enables you to define which attributes are used to identify the objects uniquely.


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Figure 102

If you check the “Advanced mode” on the top right corner, you will be able to import object using their ID. This feature is available only for Administrator users.

The fourth step displays the result of the import simulation. Check box at the top enables you to filter the report.

Figure 103

If you are ready to run the import, click on the corresponding button. The fifth step displays the result of the import.

Figure 104

This report is most of the time similar to the simulate report.

Using Audit Audits in iTop are used to track the consistency of information stored in the application. For instance “Do I have servers on production located on a site that is under implementation?” This function is key as it make sure that the process of documenting your IT is well followed. The “Audit” menu in the “Data administration” module displays in a table all rules and the result of the audit computed real time.


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Figure 105

When you click on “# Errors” for a given rule, you get a list of objects that are in error.

Figure 106

The administrator guide describes how to create a new rule to be checked.

iTop 1-0 User Guide

Documents

Transcript of iTop 1-0 User Guide