#132 ITIL compliance: Incident, problem, workgroups, CMDB


Hi, I work in the company which is researching some
systems for our customers who can be interested in IT
process management. One of our bussinesses - consulting
in IT services management. Despite there are lots of
open source management tools, seems that DCL is the
best free one.

But most of organizations interested in such tools
requires ITIL compliance (see
http://en.wikipedia.org/wiki/ITIL ), like HP OpenView
ServiceDesk or Remedy have. DCL seems to be change and
project (release) oriented tool, so it seems that it is
possible to change it according to ITIL methodology (at
least, Service Support module). Actually, in DCL there
are few things missing:

CMDB (Configuration management database) - some list of
CI (Configuration Item) "things" (devices, software,
etc., but not products or services) which can be used
with different types of WOs, tickets (service
requests), incidents and problems. Of course most of
information can be stored in other tools, but at least
possibility to relate WOs or Incidents to CIs is needed.

Workgroups - some workgroups instead of direct users
for WO, incident, ticket, etc., assignment. Each
workgroup should have coordinator (user) and members.
In contrast to organisations (departments) one user can
be member of few workgroups at once (like John Smith,
who works in Software Development workgroup and UNIX
Administrators workgroup). Also, assignment can be set
to Workgroup, without member, to be reassigned later by
the group coordinator.

Incident - specific kind of WOs attached to some
service and CI. This kind of WOs are used to solve
different service failures as fast as possible and
without searching for failure roots. Incidents allways
have maximum priority over other kind of works. In the
full realisation Incident can be related to one or few
service requests (tickets).

Problem - specific kind of WOs attached to some service
and CI, but in contrast to incidents used to find and
solve roots of already occured or possible incidents.
In full realisation problem can be related to one or
few incidents.