OTRS is a configuration management system (CSM), ITIL© v3 compliant that has its own CMDB in order to manage configuration Items (CI) involved in ITIL processes. It implements the Service Asset & Configuration Management process to ensure that the assets required to deliver services are properly controlled, and that reliable information about those assets is available where it is needed. The most important point now is how to populate this CMDB and then how to ensure that gaps with the real world are detected and notified.
Well, an automatic tool for CI information collection is required. A good solution could be OCS Inventory NG. It is an open source software that enables users to automatically discover the IT assets. OCS agents are installed on networked machines in order to collect information about the hardware and software and send them to an OCS server.
The idea is first to get all necessary data collected by OCS and to populate initially the OTRS CMDB and then to use up-to-date OCS data to notify uncontrolled gaps between CMDB and real assets.
The initial data could be retrieved in csv format from the OCS database and uploaded through the OTRS Import/Export module. Further, in a regular time intervals, the same data could be extracted from OCS in csv format and compared with those exported in csv from OTRS. All difference could be notified as unauthorized changes by sending an email to OTRS.
Here is a simple example for computer and installed software data upload.
1. Export computers from OCS:
2. Import computers in OTRS
3. OTRS is initially populated and links to the components of OCS are provided.
4. Do the same for the software. Then you can export from OCS and create links between software and computers in OTRS using a simple script.
If you’re interested in getting more information about the integration please feel free to contact me through the blog.