Expert in ITSM and network for the last 25 years, ITIL Certified, Erwan has always been involved in the IT industry.
After almost 10 years in the network architecture field for HP, Erwan put his expertise and his vision of open source at the service of ITSM by creating Combodo with his co-founders Denis Flaven and Romain Quetiez.
Since 2012 he is successfully leading iTop's strategy as Combodo's CEO.
iTop is an open-source IT Service Management application with simplicity and collaboration at its’ core. With free or paid versions that offer a huge range of features, easy implementation and low running costs.
Le voyage d’Evosoft vers un ITSM transformé avec iTop Professional Plus : une mise en œuvre évolutive riche d’enseignements
10/01/2025 | 16h00 -> 16h40 | Room B Forum: INFRASTRUCTURE / NETWORKS / DATACENTERS Keywords: OPEN SOURCE (IT SOLUTIONS & SOFTWARE), INFRASTRUCTURE & NETWORKS, DIGITAL TRANSFORMATIONIntroduction
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:
- Incremental implementation: Starting with a proof of concept (POC) using iTop Community, followed by a subscription model with ITOMIG’s support.
- CMDB customization: Tailoring the Configuration Management Database (CMDB) to evosoft’s needs, including user-friendly interfaces and consolidated data views.
- 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.
- 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.
- 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.