Standard verticalizations

CMDBuild READY2USE Logo

Application already configured for the IT Governance management, ITIL compliant


openMAINT Logo

Application already configured for the Property and Facility Management and Maintenance Processes

Testimonials and Case Histories

The opinion of some users of CMDBuild, CMDBuild READY2USE and openMAINT.

Avvocatura Generale dello Stato

Requirements

The "Avvocatura Generale dello Stato" is an institution that represents the state in legal proceedings, defending state interests.

These activities are held at the headquarters in Rome and at district offices located at regional capitals or in other cities where court of appeal offices are located.

The data processing center (CED) manages and maintains hardware (servers, clients, network devices, various devices) and software (operating systems, client applications) to support organization activities.

In this perspective, the CED, in 2007, has chosen ITIL to control IT processes and identified CMDBuild as a useful support tool (data model, workflow suite, reports, connectors, etc.).

This choice was made for several reasons, including ITIL compatibility, data model definition, and open source license of the components.

Over time CMDBuild usage was progressively increased to include the management of two additional features related to other offices.

The "Avvocatura dello Stato" was one of the first CMDBuild users, and sponsored several extensions and features while promoting the application to other public administrations.

Activities

We provided the following services:

  • system installation
  • data model analysis and configuration
  • initial data import (computer, network devices, personnel, locations, tickets)
  • connector configuration to synchronize CMDBuild and OCS Inventory
  • connector configuration to synchronize personnel data between CMDBuild and an internal HR application.
  • configuration and improvement of Event Management workflow following ITIL best practice
  • configuration and improvement of Change Management workflow and related Work Orders, following ITIL best practice
  • integration of workflow operations on an existing intranet portal
  • report configuration, including statistical ticket analysis
  • training and support activities
  • Maintenance service
  • configuration of a workflow to support work stations handling (PDL)
  • configuration of data structure to manage IT projects
  • handling of Treasurer Office requests, relating to requests for stationery, fixed and mobile telephone equipment and maintenance facilities in Rome offices
  • handling of requests received by the outside office, requests related to search and retrieval of legal documents in the archives and in the courts
  • Opinion

    The increasing complexity of the tasks managed from our office brought us, in 2007, to approach to ITIL and look for the best tools to handle the configuration DB and handle processes related to the management of Service Desk.

    After analyzing several options on the market we found CMDBuild, the project sponsored by the city of Udine. The software had all the features we were looking for, plus a high technology level.

    This project is really interesting because it handles all the ITIL logic we need and also is highly customizable.

    First we setup a basic demo installation, then we started a real project with company and personnel data.

    The project started in October of 2007, with the cooperation of Cogitek and Tecnoteca companies.

    A first phase ended in October 2007 with the DB configuration, while the second and more challenging phase concerned the analysis and development of processes for events management (incidents, service requests and requests for information) and change management (standard and nonstandard).

    In February 2008 all Service Desk activities (first and second level) were completely handled by CMDBuild.

    In the coming months we'd like to extend the system with new features, such as allow a more easy updating of the informations and allow a more transparent dialogue between users and Service Desk through the use of tools for interaction and consultation.


    Antonia Consiglio

    Manager of CED Office

    Events

    Avvocatura dello Stato supported CMDBuild software in the following events:

    • on May 13, 2008, Dr. Antonia Consiglio held a speech in Rome, at the annual meeting of itSMF-Italy, titled "ITIL: Service Engine", describing the project just started using the system CMDBuild
    • May 12-15 2008, the Forum PA was held in Rome and Dr. Consiglio has competed for the "Innovator Award" with the CMDBuild ITIL project
    • during the 2009 annual conference of itSMF Italy, held in Milan November 19, 2009, Dr. Antonia Council has reported the use of CMDBuild as the asset management system used in her organization
    • Antonia Consiglio and Emiliano Pieroni took part in CMDBuild Day 2010.

    avvocatura

    References

    Avvocatura Generale dello Stato

    Via del Clementino 91/a

    ROMA

    http://www.avvocaturastato.it/