ITIL compliant service process

Community
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Dear colleagues,

I was wondering if there are any best practise examples with ITIL (IT service management) using ERPNext? The currently implemented “Support” / “Issue” doctype are somewaht too limited as far as I can see it. There is a nice app in

is this used and under development?

Thanks for any feedback!

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we have been working on an app for this topic. Though it is not ITIL standard (yet) we are looking to advance to that kind of quality as we progress.Check it out:

This is what @rmeyer and I have created so far.

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Hi @wojosc,

this is very interesting, thanks for sharing. Would you be open to collaborate to get it towards ITIL requirements?

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Any time. You are welcome to contribute on github.

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We’ll do! Is there a gap analysis regarding ITIL?

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Some missing topics:

  • Organizational change management
  • Risk management
  • Continual improvement
  • Software development and management (I’m thinking of Project mangement optimized towards scrum)
  • Monitoring
  • Service validation and testing
  • Release management; Deployment management
  • Change control
  • Capacity and performance management
  • Service continuity management
  • Service design
  • Service financial management
  • Strategy mangement
  • Knowledge management

What we’ve got somehow covered, with our app and core features:

  • Business analysis
  • Relationship management
  • Supplier management
  • Service configuration management;
    IT asset management
  • Service desk
  • Infrastructure and platform management
  • Incident Management
  • Problem management
  • Architecture management
  • Workforce and talent management
  • Project management
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How to install this on erpnext version 12?

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It’s not tested on v12 yet, but the normal procedure is this:

bench get-app https://github.com/alyf-de/it_management.git
bench --site my.erpnext.com install-app it_management

(Replace my.erpnext.com with your site name)

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Hello all,

we are moving toward a version which can be used in an productive environment. Though we are already doing this there are still some things to be tuned and documented to make the whole thing shippable.

As we are developing to our specific needs we are continuing development on this branch: GitHub - tueit/it_management: Management von IT-Bausteinen. Hierzu gehören IT-Geräte und IT-Lösungen wie Server, Rechner, Netzwerke und E-Mailserver sowie auch Backups, Dienstleistungsverträge, Accounts und Internetleistungen.

We will be testing and further developing this branch on v12.

If you have any questions, get at me!
Best
Wolfram

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Hi @wojosc,

nice, thanks for sharing!

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Hi Thanks for sharing…
Just tried to install on V10 but error… reported on Github.

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You will have trouble with v10 things like naming series are completely different. Only tested on v11 and v12 so far.

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Thanks.
So you advise to upgrade to v11 to test correct?

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No, I would go so far to advise to that.

Please consider setting app a VM in which you can test IT Management in v11. You should be very careful about updating your system from one major version to the next, especially when using it in an productive environment.

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I know. But thanks for reminding.
Anyway will later on upgrade to v11 or start fresh v11 and upgrade DB as the customer is asking for help desk software…

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Hi @Helio_Jesus, where are you based? I am happy to give you and/or your customer a quick introduction to the software to show how this is used purposefully.

There are still some minor issues to be resolved to be able to use it with ease.

PM me any time.

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Thanks.
I am in Angola.
I will try during the week or weekend to create the VM to test and understand how it works… Of course, if doubts or issues come will ping you.

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Thank you @lasalesi, brilliant idea, it will be an added value for ERPNext.

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Hi @rmeyer ,

Have you made more progress on your Service Desk app, and has this been ported to v14?

Kind regards
Hemant

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It management is now in the hands of @wojosc. Maybe he can say more about this.

Regarding service desk, maybe frappedesk is interesting as well.