DIGITAL AGENDA AT SAPIENZA: ITSM is Opensource

Transcript

1 DIGITAL AGENDA AT SAPIENZA: ITSM is Opensource Dr. Giuseppe Arrabito IT System Architect InfoSapienza Department 4/19/2013 1

2 About me Laurea in Mathematics Living in Rome and working at Sapienza University of Rome IT Architect and Opensource Specialist at Sapienza IT Manager and Technical Manager at various private companies ( ) Professional skills: Project and Application Management Information Security and IT Auditing (ISO 27001) Cloud Computing and Virtualization Disaster Recovery and Business Continuity Complex and Distributed Infrastructures Member of the government group (Agenzia per l Italia Digitale) working to define guidelines and best procedures for the adoption of software in public administration. 4/19/2013 2

3 Agenda Sapienza University of Rome: A Brief Introduction Services and Infrastructures IT Service and System Management Opensource at Sapienza: advantages and disadvantages Opensource and public administration 4/19/2013 3

4 Sapienza University of Rome Consists of 63 Departments and 11 Faculties. «Il futuro è passato qui» 4/19/2013 4

5 Infrastructure 2 Data centers 300 mt away from each other 2 SAN IBM Store Wize v7000 (60TB) 2 SAN IBM DS4800 (50 TB) 1 SAN HP StorageWorks EVA 4000 (15TB) 2 HP Blade Systems C7000 with 16 BL465 and 4 BL680 4 IBM Blade Center H with Blade HS22 and HS21 2 Vcenters Vmware in clustering with 14 blade HS22 96 Gb 300 servers (both virtual and physical) 2 Tape-Library LTO5 with 50 tapes of 300Tb ISP is GARR on two active uplinks. (ipv4 and ipv6) Backbone 1Gb on monomodal FC 16,000 nodes on public subnet /16 Sapienza wireless network of 80,000 users 4/19/2013 5

6 MiddleWare and Applications OS: Linux, MS Windows 2008 Database: MySQL, Oracle RAC, SQL Server WebServer: Apache, IIS Application Server: Weblogic, Oracle Applicaton Server, Tomcat CMS: Drupal, Wordpress Development: j2ee, php,.net Collaboration: Google and MS Sharepoint Platform Authentication Systems: MS Active Directory and LDAP server Fleet Management: > 1000 PCs, 500 printers and 50 scanners 4/19/2013 6

7 How many users? students professors (tenured/contract) administratives & technicians 4/19/2013 7

8 Business & Strategy Objectives MIUR identifies two KPIs for the virtuous Universities RESEARCH TEACHING Ordinary Financial Fund 1. Web-based integrated systems 2. Dematerializing administrative procedures & processes 3. Innovative services 4. Real user experience at first place 4/19/2013 8

9 Digital Innovations at Sapienza Migration of core-business services to web-based platforms Realization of web service interfaces (Rest, Wsdl) to coordinate various services Printing out certificates directly from the web using digital stamp Online management of students' academic career progress (plans, exams, careers, ) Keeping students' exam records via digital signature Teaching rooms and labs which adopt VDI technologies Mobile Apps to allow students to access the system Cloud Computing (service consumer and provider) Customer Satisfaction Service for each user Support and assistance for students (service desk) 4/19/2013 9

10 IT Services 34 IT SERVICES web portals, web applications, mobile apps, integrated and distributed systems, webservices, ERP systems, datawarehouse 18 IT SERVICES in Disaster Recovery 300 servers physical and virtual MISSION CRITICAL SERVICES about users about users 4/19/

11 Infostud: User Access students enrolled + users access 4/19/

12 Some numbers.. 100% exams managed online Scheduled Exams Student Reservations Student Examinations Printed Certificates Online Administrative office 91,73 % 8,27% 4/19/

13 IT Service Management Value Performance Quality Convenience Reliability MEASURABLE SERVICES 4/19/

14 IT System Management METRICS EFFECTIVE SYSTEM MANAGEMENT Performance Business Service Monitoring Availability Quality Sapienza has already adopted a number of opensource platforms, but not yet in a centralized way 4/19/

15 IT System Management at Sapienza NETEYE Network and Service Monitoring, Capacity Management, Asset and Inventory Management, Security Management, Business Process Monitoring OTRS Open Technology Real Services Service Desk, Incident, Problem and Configuraton management, TTS IRS Insight Remote Support Multi-brand hardware remote monitoring, qualified and automatic support requests 4/19/

16 IT System Management at Sapienza Centralized solution Single Sign On Business Process Monitoring Data Center Control Systems Monitoring DataBase Monitoring Network Monitoring (latency) Asset Inventory Management END USER MONITORING Active Monitoring Passive Monitoring 4/19/

17 NetEYE: the strategic choice Proprio team di sviluppo Integrazioni di moduli OSS Integrazione delle funzionalità sviluppate a livello di progetto Funzionalità Open Source Community 2000 Nagios Plugins, più di 250 Addons Tecnologia a supporto matura Integrazione di tutti I principali Business Process Team interno altamente qualificato Soluzione out of the box Alta integrabilità Implementazione Licenze e complessità Soluzione Open Source (senza vincoli di licenza) Personalizzabile autonomamente Nessuna strategica dipendenza con il fornitore Low Medium High 4/19/

18 NetEYE at Sapienza GOALs 200 services checked (critical and not) ca 2000 active checks 5 business processes monitored Proactive assistance service Complete network control (latency, netflow) Asset Inventory shared and up to date 4/19/

19 OTRS: Open Technology Real Service AT SAPIENZA S P O C 1. Realization of a Single Point of Contact 2. Service Catalogue 3. End User Support (students, professors and administrative users) 4. Second-level support 5. Service escalation 6. Customer Satisfaction 7. ITIL v3 compliance INCIDENT PROBLEM CHANGE CONFIGURATION M A N A G E M E N T 4/19/

20 OTRS: Open Technology Real Service Service Catalogue - Technical Department Manutenzione edilizia (Building Management) - Public Relations Department Verifica Autocertificazioni (Self-Certification Verifcation) - IT Department U-GOV Support (professors and administrative users) InfoStud Support for Students (enrollments, exam reservations, certificates, payment) InfoStud Support for Professors (exams, plans, digital signature) Wi-Fi Support 4/19/

21 HP Insight Remote Support : hardware monitoring Remote monitoring 24x7 on premise through the web Multi brand assistance Automated notification every time Automatic resolution in less time Warranty and Service Contract entitlement management Mission Critical and Proactive Support Automatic hardware configuration collection Devices under remotely supported device groups Improved configurability of warranty, contract and service event notifications 4/19/

22 HP Insight Remote Support : hardware monitoring 4/19/

23 Opensource Advantages Freedom to use,copy, modify and contribute No vendor lock-in Zero license fees Community and collaborative environment Respect for authors GPL License Disadvantages Lack of an appropriate internal training Few people deeply skilled Lack of culture and confidence towards innovation Not hardware and platform certified Difficulties to subscribe SLA Depending on specialized consultants Opensource may not always be financially advantageous to a company!! 4/19/

24 Opensource in PA anyway, something is now changing.. In fact, the CAD (Digital Administration Code) imposes PAs to adopt opensource as their first choice 4/19/

25 Art.68 del CAD Art. 68 (Analisi comparativa delle soluzioni) D.Lgs. 82/ Le pubbliche amministrazioni acquisiscono programmi informatici o parti di essi nel rispetto dei principi di economicità e di efficienza, tutela degli investimenti, riuso e neutralità tecnologica, a seguito di una valutazione comparativa di tipo tecnico ed economico tra le seguenti soluzioni disponibili sul mercato: a) software sviluppato per conto della pubblica amministrazione; b) riutilizzo di software o parti di esso sviluppati per conto della pubblica amministrazione; c) software libero o a codice sorgente aperto; d) software fruibile in modalità cloud computing; e) software di tipo proprietario mediante ricorso a licenza d uso; f) software combinazione delle precedenti soluzioni. 4/19/

26 Art.68 del CAD 1-bis. A tal fine, le pubbliche amministrazioni prima di procedere all acquisto, secondo le procedure di cui al codice di cui al decreto legislativo 12 aprile 2006, n. 163, effettuano una valutazione comparativa delle diverse soluzioni disponibili sulla base dei seguenti criteri: a) costo complessivo del programma o soluzione; b) livello di utilizzo di formati di dati e di interfacce di tipo aperto c) garanzie del fornitore in materia di livelli di sicurezza 1-ter. Ove dalla valutazione comparativa di tipo tecnico ed economico, secondo i criteri di cui al comma 1-bis, risulti motivatamente l impossibilita di accedere a soluzioni gia disponibili all interno della pubblica amministrazione, o a software liberi o a codici sorgente aperto, adeguati alle esigenze da soddisfare, e consentita l acquisizione di programmi informatici di tipo proprietario mediante ricorso a licenza d uso. La valutazione di cui al presente comma e effettuata secondo le modalita e i criteri definiti dall Agenzia per l Italia Digitale, che, a richiesta di soggetti interessati, esprime altresi parere circa il loro rispetto. 4/19/

27 Dr. Giuseppe Arrabito IT System Architect InfoSapienza Department 4/19/