iTop in a worldwide infrastructure management company
02/2020
The Synairgis team helped the IT department of an international company specializing in technical infrastructure and building management, based in Marseille, France, to acquire the iTop Community Edition software.
We organized the project into two parts. The first part allowed to establish the functional requirements, validate the solution and select the required modules. The second part was used to prepare the tool: configuration, development of several extensions and organization of the deployment.
One of the particularities of this project was to deliver a unique, simple, easy-to-use and mobile-savvy self-service web portal to the company's employees all over the world. This self-service portal allows them to submit their requests or report incidents for IT, administrative or even general services.
Our mandate included the following activities:
- Organize and coordinate the project and its stages with the client;
- Host workshops, perform requirements analysis, write functional specifications;
- Deliver reference documents such as request management process, incident management process and service asset and configuration management plan;
- Setup, configure and integrate the solution;
- Develop several specific extensions.
Main deliverables:
- Functional and technical specification documents;
- Installation of technical prerequisites;
- Process reference documents: RM*, IM**, SACM***;
- Setup and configuration of the tool;
- Services catalogue;
- Custom iTop extension to manage new object classes in the CMDB****;
- Custom iTop extension to add functionalities to the self-service web portal;
- Custom iTop extension to allow confidential tickets to be managed by a specific team;
- Custom iTop extension to manage Multi-AD authentication.
It was an excellent project during which the client and Synairgis teams worked very well together to achieve the objectives set. The solution went into production successfully in mid-February 2020.
* Request Management
** Incident Management
*** Service Assets and Configuration Management
**** Configuration Management Database
