IT运维工具itop适用于哪些企业,如何为其提供服务?
问:itop适用于哪些企业,如何为其提供服务答:iTop具备通用的运维支持流程,同时更强调管理能力和IT运营支持,适合于国内大部分企业IT部门包括集团型、连锁型集团公司IT部门和IT服务提供商来提高IT运营绩效;提升服务质量;持续改进IT服务。
问:哪里有itop和监控软件集成的参考配置文档?
答:
IntegratingiTopwithNagios
ThispageexplainshowtointegrateiTopandNagios.Throughthisintegration:
[*]NagiosalarmsareturnedintoIncidentticketsiniTop
[*]ThedetailsoftheNagiosstatusforadeviceisvisibledirectlywithiniTop(asanextratabontheobject)
ThoughtheconfigurationofNagiosisquitespecific(definitionofacommand,ahandler),thesameprinciplescanbeappliedtoanyweb-basedmonitoringtoolthatiscapableofrunningacommandlinescriptuponreceptionofanalarm.TheadvantageoftransformingtheNagiosalarmintoaticketiniToparenumerous,forinstance:
[*]theticketcanbetrackedfromitscreationtoitsresolution
[*]ASLAcanbeassignedtothetickettoensureitsresolutionisdoneontime
[*]iTopcancomputethe“impacted”infrastructuresduetoafailureofoneofitscomponents.The“impacted”itemsareautomaticallyaddedtotheIncidentticket
[*]iTopcannotifythevariouspersonsimpactedbytheincident
AutomatingthecreationofincidentticketsiniTop
ThissectiondescribeshowtoconfigureNagiostocreateautomaticallyincidentticketsiniTop.SinceNagios“commands”arebasedoncommandlinescript,aspecialPHPscriptwaswrittenthatwrapsiTop'sSOAPwebserviceforcreatinganincidentticket,fromthecommandline.NotethatsincethecommandlinescriptcalledbyNagiosusesaSOAPweb-servicetocreatetheticketiniTop,NagiosandiTopcanbeinstalledondifferentserver,providedanHTTP(S)connectionispossiblefromtheNagiosservertoiTop.Thisscriptiscalled“createTicket-nagios.php”.Itcanbedownloadedfromhere:documentation/createTicket-nagios.zipCopythisscriptinadirectoryonthenagiosserver(forexample/etc/nagios3)andcopyinthesamedirectorythefile'itopsoaptypes.inc.php'takenfromthedirectory'webservices'ofyouriTopinstance.
[*]ThisscriptisusingthehostnameofthehostthattriggeredthealarminNagiosinordertoidentifytheimpactedobjectiniTop.Thereforethehostnamehastobeunique.
[*]ThescripttriggersticketsonlyforNagiosalarmsthatareinHARDstate.Moreover,itrequiresadefaultWorkgrouptoassigntheticket,adefaultcallerandadefaultcustomertobealreadyconfigurediniTop.(LookattheiTopdocumentationheretohavemoredetailsonWorkgroups,CallersandCustomers)
[*]Theseverityoftheticketisalwaysthesame,settocriticalbydefault.
[*]ThisscriptisjustanexampledescribinghowtouseiTopsoapwebservice.Feelfreetoimproveddependingonyourrequirements.
Allparametersusedforticketcreationarelistedatthebeginningofthescript,asshownbelow,andmustbeadaptedtoyourconfiguration.<?php//AdjustthesesettingstofityouriTopinstallation//iTopServerlocationdefine('ITOP_SERVER_URL','https://localhost/webservices/itop.wsdl.php');//ValidcredentialsforconnectingtoiTopdefine('ITOP_USERNAME','admin');define('ITOP_PASSWORD','admin2');//Defaultsettingsforcreatingtheincidentticketdefine('DEFAULT_IMPACT',2);//1=department,2=service,3=persondefine('DEFAULT_URGENCY',2);//1=high,2=medium,3=lowdefine('DEFAULT_CALLER_NAME','Dali');define('DEFAULT_ORGANIZATION_NAME','Demo');define('DEFAULT_SERVICE_NAME','HWMonitoring');define('DEFAULT_SERVICE_SUBCATEGORY','HWTroubleshooting');define('DEFAULT_WORKGROUP_NAME','Hardwaresupport');//Endofinstance-specificparameters
InstallingthefilesontheNagiosserver
[*]Step1:Copythisscriptin<yourDirectory>aswellasitopsoaptypes.class.inc.php
[*]Step2:DefineanewNagiosCommandbyaddingfollowingtoyourNagioscommandfile(mostofthetimeitiscalledcommands.cfg)
#CreateincidentticketsiniTopcommanddefinitiondefinecommand{command_namecreate-iTop-ticketcommand_line<phppath><yourDirectory>/createTicket-nagios.php\"$HOSTNAME$\"\"$SERVICEDESC$\"\"$SERVICESTATE$\"\"$SERVICESTATETYPE$\"\"$LONGSERVICEOUTPUT$\"}
where<phppath>isthefullpathforPHPand<your_directory>thepathwhereyouinstalledinstalledtheiTopscripts.YoucantesttheticketcreationbyrunningmanuallythePHPscript.Step3:Usethiscommandinaneventhandleroptionforeachhostorservicetemplatethatshouldtriggeraticketcreation:Youcandefineitgloballyforallhostsandservicesusingfollowingoptionsdefinedmostofthetimeinnagios.cfg:global_host_event_handler=create-iTop-ticketglobal_service_event_handler=create-iTop-ticket
Orforeachhostandservicesusingfollowingoptions:event_handlercreate-iTop-ticketevent_handler_enabled1
ifyouchoosethelatteroption,youwillhavetoconfigurethehandlerforeachhostandservicetemplatesyoucreate.Oncedone,nexttimeyouwillhaveaHARDalarminNagiositwillcreateaticketautomaticallyiniTop!Cool!
ViewingtheNagiosstatusiniTop
WhenthedetailsofagivenobjectaredisplayediniTopthereareseveraltabsinthebrowser'sframe.YoucancreateanewtabdisplayingaNagiosframefortheselectedobject.
[*]Goindirectory“<iToppath>/modules/itop-config-mgmt-1.0.0/”andeditfile“model.itop-config-mgmt.php”.
[*]Searchforthesection“classInfrastructureCI”
[*]Addthefollowingfunctionwithinthisclass.ThiswilladdaTabNagiosforallInfrastuctureCIonproduction,whenyouarenotineditmode.
functionDisplayBareRelations(WebPage$oPage,$bEditMode=false){parent::DisplayBareRelations($oPage,$bEditMode);if(!$bEditMode){$sStatus=$this->Get('status');$sName=$this->Get('name');if($sStatus=='production'){$oPage->SetCurrentTab(Dict::S('Nagios'));$oPage->add(\"<iframewidth=\\"100%\\"height=\\"400\\"src=\\"http://<nagios_path>/cgi-bin/status.cgi?host=$sName\\"></iframe>\");}}}
[*]Don'tforgettochangethe“<nagios_path>”totheappropriateURLforyourinstallation.
NotethatthedisplaywillworkonlyifthenameoftheobjectyouareusinginiTopisequaltothehostnameoftheobjectinNagios.Oncedone,savethefileandreloadthe“details”pageinyourbrowser.Theresultshouldbesimilartofollowingpicture:
问:itop能否实现sso?
答:不能,只能建立外部认证用户,使用外部认证服务器
问:itop是否可以自动发现网络设备?答:iTop本身不支持网络设备自动发现,可以进行二次开发或者集成其它网络扫描系统,如nmap等。另:官网有关于与OCS-NG集成的文档,也能进行自动发现。IntegratingiTopwithOCSInventory
OpenComputerandSoftwareInventoryNextGeneration(OCSinventoryNG)isfreesoftwarethatenablesuserstoinventorytheirITassets.OCS-NGcollectsinformationaboutthehard-andsoftwareofnetworkedmachinesrunningtheOCSclientprogram(“OCSInventoryAgent”).OCScanbeusedtovisualizetheinventorythroughawebinterface.(Source:Wikipedia)IfyoualreadyhaveanOCSInventoryserverupandrunning,thisarticledescribestwodifferentwaystodisplaythedetailsaboutaserverinOCSInventory,directlyinthe“details”oftheserveriniTop,asanextratab.
https://wiki.openitop.org/wiki.openitop.org/lib/exe/fetch.php?w=600&tok=f3aed5&media=mediawiki:integration-itopocs.pngTherearetwodifferentmethodsyoucanuse,whethertheiTopserverhasaccesstotheOCSInventorydatabase(ocsweb)ornot.Choosethemethodthatbestsuitsyourconfiguration
问:itop能否根据监控平台中的报警信息自动生成事件?答:可以,需要iTop与监控平台做接口。
iTop软件针对IT服务提供商的特色需求,提供多客户管理能力以及更加强大的服务管理能力如业务单元、多组织管理。
itop的优势:1、全球影响力最大、最成熟的开源、免费ITSM工具,严格遵从ITIL思想,全面汉化,符合国人习惯;2、预置完善的事件、请求、问题、变更、配置、服务级别管理流程;3、IT服务-应用系统-中间件-虚拟资源-物理资源-数据中心环境资源全链条CMDB拓扑关系动态呈现,有力指导变更影响分析;4、任意的流程节点调整和表单操作权限控制;5、可方便定制知识库、日常作业计划(含巡检任务)等管理流程;6、可定制的用户自助服务台及手机APP服务界面;7、可与开源监控工具(Nagios/Cacti/Zabbix)无缝集成,自动将告警转为iTop事件单;8、可与B/S报表平台无缝集成,任意定制为各类可视化统计报表;9、IT运维管理社区iTop专家团队鼎力支持客户iTop系统的二次开发和上线实施;10、拥有众多成功案例,国内数百家企业因iTop的实施而大力改善了IT运维管理工作。
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本帖子由:IT运维管理iTop百问整理团队进行整理2016-4-6
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附录:iTop概述iTop,是IT运营门户(ITOperationPortal)的简称,它是一个开源web应用程序,适用于IT服务的日常运维管理。它基于ITIL最佳实践,适应符合ITIL最佳实践的流程,同时它又很灵活,可以适应一般的IT服务管理流程。iTop的核心是CMDB,即配置管理数据库(ConfigurationManagementDataBase)。CMDB是iTop最早开发的部分。以CMDB为中心的设计理念,需要保证CMDB的准确性和及时更新,服务人员和客户均使用iTop来解决运维管理中的各类问题将会对这一点有帮助。此外,CMDB与其它工具,如监控系统、报表工具、库存管理系统等整合得越多,CMDB的信息就会越丰富。CMDB快速实施,与其它系统相比iTop有丰富的CMDB接口,支持多种方式的数据导入。iTop具备方便、快捷的二次开发接口,仅需要简单的数据库表操作知识及XML编写知识即可完成表单的二次开发定制。iTop的功能包括:ü记录IT配置项(如服务器、应用程序、网络设备、虚拟机、联系人、位置、VLAN等)及其各个配置项之间的关联关系;ü管理事件、用户请求和变更审批与执行等;ü归档IT服务及与外部供应商的合约,包括SLA(服务级别协议);ü手动或脚本方式导出所有信息;ü批量导入或同步/联调所有来自外部系统的数据;iTop角色包括:ü超级管理员(Administrator);ü变更主管(ChangeSupervisor);ü变更审批/经理(ChangeApprover);ü变更执行人/员(ChangeImplementor);ü文档作者(Documentauthor);ü服务经理(ServiceManager);ü桌面支持(ServiceDeskAgent);ü现场工程师(SupportAgent);ü配置管理员(ConfigurationManager);ü门户增强用户(Portalpoweruser);ü门户用户(Portaluser);ü问题经理(ProblemManager);iTop基于Apache/IIS、MySQL和PHP,它可以在任何支持这些程序的操作系统上运行,如Windows、Linux(Debian、Ubuntu和Redhat)、Solaris和MacOSX等。此外,由于iTop是基于B/S架构的应用程序,不需要在用户电脑上部署任何客户端,只需要一个简单的Web浏览器(IE8+、Firefox3.5+、Chrome或Safari5+)即可使用。
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