References and case studies

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Sicilia Digitale (Italy)

Sicilia Digitale is an “in-house” Company with total public participation, strategic for the Sicily Region “in the area of innovation and IT activities”. In particular, the Company has as its main purpose the design, the implementation and the management of IT and telematic systems and services, which have as final users the Regional Public Administration, the Citizens and Companies in the Sicily Region.

During the CMDBuild DAY 2018, an interview has been done with Mr. Gianfranco Miceli, who works in the “Projects Division” for the management and the configuration of the trouble ticketing system.You can find here below the questions and answers, and the link to see the video.

Where does the need of using CMDBuild come from?

There are several the reasons that pushed Sicilia Digitale to adopt a system to manage the cataloguing and the maintenance of the configuration items managed. First of all, the considerable and continuously growing number of assets managed, their geographical distribution within the regional territory, the need to identify technical obsolescence, the need to adapt to the requirements of the Configuration Management process. Basically, we need to have a single, central and official archive that provides a global view of all the services provided.

CMDBuild is an open source solution. Was this aspect important for you and relevant for your choice?

Yes, it has been decisive, as it was in line with AGID (Agenzia per l’Italia Digitale – Agency for Digital Italy) indications about the acquisition and the use of open source software for Public Administrations, and in line with the needs of Sicilia Digitale, which was looking for a highly configurable and customizable solution that would adapt at the best and over time to technological and organizational changes. It has been as well important for us choosing a system that would allow a gradual approach, step by step, to reduce the organizational impact to zero.

How many and what kind of assets do you manage with CMDBuild?

The assets we have planned to manage using CMDBuild are both Client-type assets (Desktops, Peripherals, Telephone Devices) and Server and Networking type. We have about 600 offices located in the territory each with its infrastructure and its active equipment, more than 16.000 workstations (about 10.000 only in Palermo), more than 16.000 telephone equipment with about 500 telephone exchanges… so we are speaking about considerable numbers. And to these that are the material assets, it should be added the intangible assets, such as personal productivity software, infrastructure software and management services for the users.

How does CMDBuild let you keep track of all the assets that you manage?

We are only at the beginning of the project, we have just completed the start-up phase since a few weeks. We are sure that putting into practice the guidelines of the asset management process and the use of the automatic discovery tools provided by CMDBuild will guarantee us to immediately have under control the situation of the assets, their status, their position and history. For us this is very important. It is as well very important having the possibility of attaching various typology of documentation to the cards of each asset, documentation that may consist of a configuration file, a planimetry, a checklist, an image, anything that can be useful and helpful for those who will work materially with that asset.

How are the discovery connectors structured in order to manage all the assets that are spread all over Sicily?

We have considered the implementation of a VMware Connector, to synchronize information about virtual servers, of an SQL Connector, for automatic synchronization of personnel data from the administrative management application, and of 3 OCS Connectors, which will synchronize Desktops, Notebooks and Servers information. The implementation of an LLDP Connector, for the synchronization of network devices, is currently under investigation together with the Tecnoteca Staff, to detect information related to the devices and to elements connected.

Compared to the data model of CMDBuild READY2USE, have you created entities or relations specific for your needs?

Our necessity was certainly linked to the hierarchical distribution of the regional structure offices. We have therefore created entities that allow us to identify precisely every single office, starting from the regional level until the peripheral organizational unit. This in order to have always under control, clearly and quickly, the situation of the assets present in each office and of the personnel, with the assets assigned to them. Starting from the standard data model which is already complete, we have anyhow created new entities also for other assets that we manage for the Public Administration and that should be maintained, such as uninterruptible power supplies or telephone exchange cards.

Concerning the initial import of data already available in other formats, did this operation help you reducing the manual import of information?

The initial import activity has been very important and it essentially concerned the regional organizational structure. The other data will be automatically populated using the discovery tools provided by CMDBuild.

Do you have any further projects of implementation with CMDBuild?

An important step will be the definition of a Catalogue of the Services provided related to the assets used, which will allow us to immediately check the services and users impacted if an incident or a configuration change occurs. The activation of the Self-Service Portal will allow the users to always have a clear situation regarding the processing of their requests. We have then planned to develop a Connector with the technical support of the Tecnoteca Staff, Connector that will interact with the telephone switchboard already used by Sicilia Digitale to manage requests for intervention on the assets and the services managed. We are also planning the acquisition of openMAINT. This would complete the management of the mobile and real estate assets, with the related maintenance, logistic and economical activities. All these are plans for the next future that are possible only after having consolidated the present situation, and this will certainly happen in a short time frame.

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