Solutions Linux 2011: Spago4Q supporting process quality in an Italian Public Administration
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The document discusses Spago4Q, an open-source platform aimed at enhancing process quality in Italian public administration by leveraging KPIs and dashboards to support IT services governance. It emphasizes the importance of service quality aligned with delivery goals and provides tools for monitoring and evaluating service levels transparently. Use cases, particularly from the Veneto region, demonstrate the practical application of SLAs and KPIs for continuous service improvement.
Solutions Linux 2011: Spago4Q supporting process quality in an Italian Public Administration
- 1. www.spago4q.org Spago4Q supporting process quality in an Italian Public Administration: KPI and dashboards to support IT services governance Conferences Solutions Linux Open Source – Cycle OW2 Paris, 12th May 2011 Davide Dalle Carbonare - Sergio Oltolina - Gabriele Ruffatti Licensed under a www.eng.it Creative Commons 3.0 Unported License
- 2. www.spago4q.org Goal Public Administrations Goal To purchase quality from services providers in order to provide quality services to citizens, to enterprises and to its employees customer customer ICT PA Citizens provider provider provider service service acquisition delivery Quality Shall • be correlated to the goals of the delivery process • allow to formalize the requested service level • allow to verify the attained service level in a total transparent way for all the involved actors 2 www.eng.it
- 3. www.spago4q.org Guideline Guideline Quality levels must combine and integrate all the activities of the ICT delivery process providing total transparency Tool SLAs and quality indicators, allowing to: • provide operational goals with measurable results • monitor the supply lifecycle and all ICT services activities • monitor quality over time 3 www.eng.it
- 4. www.spago4q.org Spago4Q Use Cases for Public Administration DG Regional Policy Veneto Region European Commission, Brussels Italy Goals • Avoid misalignments between the development and the business services • Joint evaluation of software and hardware vendors • Computation of SLAs e KPIs (continuous and proactive monitoring) • Root cause analysis • Reports sharing and acceptance process 4 www.eng.it
- 5. www.spago4q.org Infrastructure ICT Reports Services Extraction Delivery Dashboards The free/open source platform to measure, analyze and monitor quality of products, processes and services Configuration SLA & KPI Quality Models 5 www.eng.it
- 6. www.spago4q.org Spago4Q Use Case – Veneto Region SLAs & KPIs ICT Services Monitoring Software development Software maintenance System & Application Reporting Monitoring Service Desk Portal integration Transparency 6 www.eng.it
- 7. www.spago4q.org SLAs & Quality Indicators SLAs definitions based on • models proposed by DigitPA, Italy (www.digitpa.gov.it) • quality models by product (ISO 9216, …) • quality models by process (ITIL v3, CMMI for service, CMMI for development, …) Qualipso Assessment Framework – www.qualipso.org • OMM – Open Source Maturity Model (development process) • MOSST – Model of Open Source Software Trustworthiness (product) • OP2A – Open source Product Portal Assessment (web site communication) Qualipso Labeling service provided by the Qualipso Competence Centers 7 www.eng.it
- 8. www.spago4q.org Customer Benefits 8 www.eng.it
- 9. www.spago4q.org Spago4Q Use Case – Qualipso Project Spago4Q integration in OSS forges (e.g. Qualipso Factory) to • monitor the community interaction (forum, mailing lists, code repository, ...) • assess the quality of products and processes Qualipso Factory tools Spago4Q 9 www.eng.it
- 10. www.spago4q.org Contacts www.spago4q.org forge.ow2.org/projects/spago4q [email protected] davidedallecarbonare @davdalle 10 www.eng.it