« Le voyage d’Evosoft vers un ITSM transformé avec iTop Professional Plus : une mise en œuvre évolutive riche d’enseignements »

Introduction

In today’s fast-paced IT environment, effective service management is critical to maintaining operational efficiency and aligning with business goals. This presentation, led by Adrian Neumann (Change Manager at evosoft), will explore how evosoft, a global IT subsidiary of Siemens AG, leveraged iTop Professional Plus to transform its ITSM practices.

Key Challenges and Solutions
Adrian Neumann will present evosoft’s success story, detailing how the company overcame challenges in managing its extensive IT infrastructure (1,000+ software instances, 100+ servers, 25,000+ users) using iTop Professional Plus. Key steps included:

1. Incremental implementation: Starting with a proof of concept (POC) using iTop Community, followed by a subscription model with ITOMIG’s support.
2. CMDB customization: Tailoring the Configuration Management Database (CMDB) to evosoft’s needs, including user-friendly interfaces and consolidated data views.
3. Automation: Integrating iTop with release management tools to automate CMDB updates, reducing deployment efforts by a factor of 16 and enhancing collaboration between developers and administrators.
4. Change management: Customizing workflows with ITSM Designer, incorporating notifications, role-based tasks, and 2-factor authentication (SAML) for security, followed by a smooth migration to Entra ID & Kubernetes at a later stage.
5. Broader ITSM Insights & ITOMIG’s Contribution

David Gümbel (CEO of ITOMIG) will briefly highlight ITOMIG’s role in evosoft’s project, emphasizing expertise in iTop customization, automation, and DevOps integration, as well as the long-term partnership that enabled evosoft to achieve a scalable, user-friendly solution.

Erwan Taloc (CEO of Combodo) will touch on general ITSM challenges, such as data quality in CMDB and the value of CMDB beyond change management. These insights will be contextualized within evosoft’s experience, emphasizing the role of automated data governance and integration with DevOps tools.

Results & Benefits
The collaboration delivered measurable outcomes:

• Improved quality and efficiency: Automation reduced manual work, minimized errors, and streamlined processes.
• User acceptance: Incremental changes ensured smooth adoption, with minimal training required.
• Scalability: The solution is now being expanded to integrate additional systems, aiming to build a centralized IT services management platform.

Conclusion
Evosoft’s journey with iTop Professional Plus demonstrates the power of collaboration, incremental implementation, and automation in transforming ITSM. By focusing on user needs, evosoft achieved a robust, scalable solution that aligns with its global operations. This case study highlights how tailored ITSM tools can drive efficiency, reduce costs, and foster DevOps-like collaboration.

Q&A
The session will conclude with a 10-minute Q&A, where Adrian Neumann and his co-presenters will address questions from the audience.