问：itop适用于哪些企业，如何为其提供服务
答：iTop具备通用的运维支持流程，同时更强调管理能力和IT运营支持，适合于国内大部分企业IT部门包括集团型、连锁型集团公司IT部门和IT服务提供商来提高IT运营绩效；提升服务质量；持续改进IT服务。

问：哪里有itop和监控软件集成的参考配置文档？

答：
Integrating iTop with Nagios

This page explains how to integrate iTop and Nagios. Through this integration:

• Nagios alarms are turned into Incident tickets in iTop
• The details of the Nagios status for a device is visible directly within iTop (as an extra tab on the object)
  

Though the configuration of Nagios is quite specific (definition of a command, a handler), the same principles can be applied to any web-based monitoring tool that is capable of running a command line script upon reception of an alarm.

The advantage of transforming the Nagios alarm into a ticket in iTop are numerous, for instance:

• the ticket can be tracked from its creation to its resolution
• A SLA can be assigned to the ticket to ensure its resolution is done on time
• iTop can compute the “impacted” infrastructures due to a failure of one of its components. The “impacted” items are automatically added to the Incident ticket
• iTop can notify the various persons impacted by the incident
  

Automating the creation of incident tickets in iTop

This section describes how to configure Nagios to create automatically incident tickets in iTop. Since Nagios “commands” are based on command line script, a special PHP script was written that wraps iTop's SOAP web service for creating an incident ticket, from the command line. Note that since the command line script called by Nagios uses a SOAP web-service to create the ticket in iTop, Nagios and iTop can be installed on different server, provided an HTTP(S) connection is possible from the Nagios server to iTop.

This script is called “createTicket-nagios.php”. It can be downloaded from here:documentation/createTicket-nagios.zip

Copy this script in a directory on the nagios server (for example /etc/nagios3) and copy in the same directory the file 'itopsoaptypes.inc.php' taken from the directory 'webservices' of your iTop instance.

• This script is using the hostname of the host that triggered the alarm in Nagios in order to identify the impacted object in iTop. Therefore the hostname has to be unique.
• The script triggers tickets only for Nagios alarms that are in HARD state. Moreover, it requires a default Workgroup to assign the ticket, a default caller and a default customer to be already configured in iTop. (Look at the iTop documentation here to have more details on Workgroups, Callers and Customers)
• The severity of the ticket is always the same, set to critical by default.
• This script is just an example describing how to use iTop soap web service. Feel free to improved depending on your requirements.
  

All parameters used for ticket creation are listed at the beginning of the script, as shown below, and must be adapted to your configuration.

<?php// Adjust these settings to fit your iTop installation// iTop Server locationdefine('ITOP_SERVER_URL', 'https://localhost/webservices/itop.wsdl.php');// Valid credentials for connecting to iTopdefine('ITOP_USERNAME', 'admin');define('ITOP_PASSWORD', 'admin2');// Default settings for creating the incident ticketdefine('DEFAULT_IMPACT', 2); // 1 = department, 2 = service, 3 = persondefine('DEFAULT_URGENCY', 2); // 1 = high, 2 = medium, 3 = lowdefine('DEFAULT_CALLER_NAME', 'Dali');define('DEFAULT_ORGANIZATION_NAME', 'Demo');define('DEFAULT_SERVICE_NAME', 'HW Monitoring');define('DEFAULT_SERVICE_SUBCATEGORY', 'HW Troubleshooting');define('DEFAULT_WORKGROUP_NAME', 'Hardware support');// End of instance-specific parameters
Installing the files on the Nagios server

• Step 1: Copy this script in <yourDirectory> as well as itopsoaptypes.class.inc.php
  

• Step 2: Define a new Nagios Command by adding following to your Nagios command file (most of the time it is called commands.cfg)
  

# Create incident tickets in iTop command definition define command{         command_name    create-iTop-ticket         command_line    <php path>  <yourDirectory>/createTicket-nagios.php \"$HOSTNAME$\" \"$SERVICEDESC$\" \"$SERVICESTATE$\" \"$SERVICESTATETYPE$\" \"$LONGSERVICEOUTPUT$\" }

where <php path> is the full path for PHP and <your_directory> the path where you installed installed the iTop scripts.

You can test the ticket creation by running manually the PHP script.

Step 3 : Use this command in an event handler option for each host or service template that should trigger a ticket creation:

You can define it globally for all hosts and services using following options defined most of the time in nagios.cfg:

global_host_event_handler=create-iTop-ticketglobal_service_event_handler= create-iTop-ticket

Or for each host and services using following options:

event_handler   create-iTop-ticketevent_handler_enabled  1

if you choose the latter option, you will have to configure the handler for each host and service templates you create.

Once done, next time you will have a HARD alarm in Nagios it will create a ticket automatically in iTop !

Cool !

Viewing the Nagios status in iTop

When the details of a given object are displayed in iTop there are several tabs in the browser's frame. You can create a new tab displaying a Nagios frame for the selected object.

• Go in directory “<iTop path>/modules/itop-config-mgmt-1.0.0/” and edit file “model.itop-config-mgmt.php”.
• Search for the section “class InfrastructureCI”
• Add the following function within this class. This will add a Tab Nagios for all InfrastuctureCI on production, when you are not in edit mode.
  

function DisplayBareRelations(WebPage $oPage, $bEditMode = false) {     parent::DisplayBareRelations($oPage, $bEditMode);     if (!$bEditMode)     {         $sStatus = $this->Get('status');         $sName = $this->Get('name');         if ($sStatus == 'production')         {             $oPage->SetCurrentTab(Dict::S('Nagios'));             $oPage->add(\"<iframe width=\\"100%\\" height=\\"400\\" src=\\"http://<nagios_path>/cgi-bin/status.cgi?host=$sName\\"></iframe>\");         }     } }

• Don't forget to change the “<nagios_path>” to the appropriate URL for your installation.
  

Note that the display will work only if the name of the object you are using in iTop is equal to the hostname of the object in Nagios.

Once done, save the file and reload the “details” page in your browser.

The result should be similar to following picture:

问：itop能否实现sso？

答：不能，只能建立外部认证用户，使用外部认证服务器

问：itop是否可以自动发现网络设备？

答：iTop本身不支持网络设备自动发现，可以进行二次开发或者集成其它网络扫描系统，如nmap等。另：官网有关于与 OCS-NG集成的文档，也能进行自动发现。Integrating iTop with OCSInventory

Open Computer and Software Inventory Next Generation (OCS inventory NG) is free software that enables users to inventory their IT assets. OCS-NG collects information about the hard- and software of networked machines running the OCS client program (“OCS Inventory Agent”). OCS can be used to visualize the inventory through a web interface. (Source:Wikipedia)

If you already have an OCSInventory server up and running, this article describes two different ways to display the details about a server in OCSInventory, directly in the “details” of the server in iTop, as an extra tab.

There are two different methods you can use, whether the iTop server has access to the OCSInventory database (ocsweb) or not. Choose the method that best suits your configuration

问：itop能否根据监控平台中的报警信息自动生成事件？

答：可以，需要iTop与监控平台做接口。

iTop软件针对IT服务提供商的特色需求，提供多客户管理能力以及更加强大的服务管理能力如业务单元、多组织管理。

itop的优势：

1、全球影响力最大、最成熟的开源、免费ITSM工具，严格遵从ITIL思想，全面汉化，符合国人习惯；

2、预置完善的事件、请求、问题、变更、配置、服务级别管理流程；

3、IT服务-应用系统-中间件-虚拟资源-物理资源-数据中心环境资源全链条CMDB拓扑关系动态呈现，有力指导变更影响分析；

4、任意的流程节点调整和表单操作权限控制；

5、可方便定制知识库、日常作业计划（含巡检任务）等管理流程；

6、可定制的用户自助服务台及手机APP服务界面；

7、可与开源监控工具（Nagios/Cacti/Zabbix）无缝集成，自动将告警转为iTop事件单；

8、可与B/S报表平台无缝集成，任意定制为各类可视化统计报表；

9、ITIL培训基地iTop专家团队鼎力支持客户iTop系统的二次开发和上线实施；

10、拥有众多成功案例，国内数百家企业因iTop的实施而大力改善了IT运维管理工作。

相关链接：

还有其他百问内容，请返回百问汇总贴：http://ITIL-foundation.cn/thread-89952-1-1.html

本帖子由：ITIL认证iTop百问整理团队进行整理

2016-4-6

ITIL先锋ITIL培训基地作为iTop中国官方社区，将与您共同推进iTop在中国企业的落地，赶快加入iTop中国社区QQ群（233051696），与精英一起交流吧。

附录： iTop概述

iTop，是IT运营门户（IT Operation Portal）的简称，它是一个开源web应用程序，适用于IT服务的日常运维管理。它基于ITIL最佳实践，适应符合ITIL最佳实践的流程，同时它又很灵活，可以适应一般的IT服务管理流程。

iTop的核心是CMDB，即配置管理数据库（Configuration Management Data Base）。CMDB是iTop最早开发的部分。以CMDB为中心的设计理念，需要保证CMDB的准确性和及时更新，服务人员和客户均使用iTop来解决运维管理中的各类问题将会对这一点有帮助。此外，CMDB与其它工具，如监控系统、报表工具、库存管理系统等整合得越多，CMDB的信息就会越丰富。CMDB快速实施，与其它系统相比iTop有丰富的CMDB接口，支持多种方式的数据导入。

iTop具备方便、快捷的二次开发接口，仅需要简单的数据库表操作知识及XML编写知识即可完成表单的二次开发定制。

iTop的功能包括：

ü  记录IT配置项（如服务器、应用程序、网络设备、虚拟机、联系人、位置、VLAN等）及其各个配置项之间的关联关系；

ü  管理事件、用户请求和变更审批与执行等；

ü  归档IT服务及与外部供应商的合约，包括SLA（服务级别协议）；

ü  手动或脚本方式导出所有信息；

ü  批量导入或同步/联调所有来自外部系统的数据；

iTop角色包括：

ü  超级管理员（Administrator）；

ü  变更主管（Change Supervisor）；

ü  变更审批/经理（Change Approver）；

ü  变更执行人/员（Change Implementor）；

ü  文档作者（Document author）；

ü  服务经理（Service Manager）；

ü  桌面支持（Service Desk Agent）；

ü  现场工程师（Support Agent）；

ü  配置管理员（Configuration Manager）；

ü  门户增强用户（Portal power user）；

ü  门户用户（Portal user）；

ü  问题经理（Problem Manager）；

iTop基于Apache/IIS、MySQL和PHP，它可以在任何支持这些程序的操作系统上运行，如Windows、Linux（Debian、Ubuntu和Redhat）、Solaris和MacOS X等。此外，由于iTop是基于B/S架构的应用程序，不需要在用户电脑上部署任何客户端，只需要一个简单的Web浏览器（IE 8+、Firefox 3.5+、Chrome或Safari 5+）即可使用。

问：itop适用于哪些企业，如何为其提供服务
答：iTop具备通用的运维支持流程，同时更强调管理能力和IT运营支持，适合于国内大部分企业IT部门包括集团型、连锁型集团公司IT部门和IT服务提供商来提高IT运营绩效；提升服务质量；持续改进IT服务。

问：哪里有itop和监控软件集成的参考配置文档？

答：
Integrating iTop with Nagios

This page explains how to integrate iTop and Nagios. Through this integration:

• Nagios alarms are turned into Incident tickets in iTop
• The details of the Nagios status for a device is visible directly within iTop (as an extra tab on the object)
  

Though the configuration of Nagios is quite specific (definition of a command, a handler), the same principles can be applied to any web-based monitoring tool that is capable of running a command line script upon reception of an alarm.

The advantage of transforming the Nagios alarm into a ticket in iTop are numerous, for instance:

• the ticket can be tracked from its creation to its resolution
• A SLA can be assigned to the ticket to ensure its resolution is done on time
• iTop can compute the “impacted” infrastructures due to a failure of one of its components. The “impacted” items are automatically added to the Incident ticket
• iTop can notify the various persons impacted by the incident
  

Automating the creation of incident tickets in iTop

This section describes how to configure Nagios to create automatically incident tickets in iTop. Since Nagios “commands” are based on command line script, a special PHP script was written that wraps iTop's SOAP web service for creating an incident ticket, from the command line. Note that since the command line script called by Nagios uses a SOAP web-service to create the ticket in iTop, Nagios and iTop can be installed on different server, provided an HTTP(S) connection is possible from the Nagios server to iTop.

This script is called “createTicket-nagios.php”. It can be downloaded from here:documentation/createTicket-nagios.zip

Copy this script in a directory on the nagios server (for example /etc/nagios3) and copy in the same directory the file 'itopsoaptypes.inc.php' taken from the directory 'webservices' of your iTop instance.

• This script is using the hostname of the host that triggered the alarm in Nagios in order to identify the impacted object in iTop. Therefore the hostname has to be unique.
• The script triggers tickets only for Nagios alarms that are in HARD state. Moreover, it requires a default Workgroup to assign the ticket, a default caller and a default customer to be already configured in iTop. (Look at the iTop documentation here to have more details on Workgroups, Callers and Customers)
• The severity of the ticket is always the same, set to critical by default.
• This script is just an example describing how to use iTop soap web service. Feel free to improved depending on your requirements.
  

All parameters used for ticket creation are listed at the beginning of the script, as shown below, and must be adapted to your configuration.

<?php// Adjust these settings to fit your iTop installation// iTop Server locationdefine('ITOP_SERVER_URL', 'https://localhost/webservices/itop.wsdl.php');// Valid credentials for connecting to iTopdefine('ITOP_USERNAME', 'admin');define('ITOP_PASSWORD', 'admin2');// Default settings for creating the incident ticketdefine('DEFAULT_IMPACT', 2); // 1 = department, 2 = service, 3 = persondefine('DEFAULT_URGENCY', 2); // 1 = high, 2 = medium, 3 = lowdefine('DEFAULT_CALLER_NAME', 'Dali');define('DEFAULT_ORGANIZATION_NAME', 'Demo');define('DEFAULT_SERVICE_NAME', 'HW Monitoring');define('DEFAULT_SERVICE_SUBCATEGORY', 'HW Troubleshooting');define('DEFAULT_WORKGROUP_NAME', 'Hardware support');// End of instance-specific parameters
Installing the files on the Nagios server

• Step 1: Copy this script in <yourDirectory> as well as itopsoaptypes.class.inc.php
  

• Step 2: Define a new Nagios Command by adding following to your Nagios command file (most of the time it is called commands.cfg)
  

# Create incident tickets in iTop command definition define command{         command_name    create-iTop-ticket         command_line    <php path>  <yourDirectory>/createTicket-nagios.php \"$HOSTNAME$\" \"$SERVICEDESC$\" \"$SERVICESTATE$\" \"$SERVICESTATETYPE$\" \"$LONGSERVICEOUTPUT$\" }

where <php path> is the full path for PHP and <your_directory> the path where you installed installed the iTop scripts.

You can test the ticket creation by running manually the PHP script.

Step 3 : Use this command in an event handler option for each host or service template that should trigger a ticket creation:

You can define it globally for all hosts and services using following options defined most of the time in nagios.cfg:

global_host_event_handler=create-iTop-ticketglobal_service_event_handler= create-iTop-ticket

Or for each host and services using following options:

event_handler   create-iTop-ticketevent_handler_enabled  1

if you choose the latter option, you will have to configure the handler for each host and service templates you create.

Once done, next time you will have a HARD alarm in Nagios it will create a ticket automatically in iTop !

Cool !

Viewing the Nagios status in iTop

When the details of a given object are displayed in iTop there are several tabs in the browser's frame. You can create a new tab displaying a Nagios frame for the selected object.

• Go in directory “<iTop path>/modules/itop-config-mgmt-1.0.0/” and edit file “model.itop-config-mgmt.php”.
• Search for the section “class InfrastructureCI”
• Add the following function within this class. This will add a Tab Nagios for all InfrastuctureCI on production, when you are not in edit mode.
  

function DisplayBareRelations(WebPage $oPage, $bEditMode = false) {     parent::DisplayBareRelations($oPage, $bEditMode);     if (!$bEditMode)     {         $sStatus = $this->Get('status');         $sName = $this->Get('name');         if ($sStatus == 'production')         {             $oPage->SetCurrentTab(Dict::S('Nagios'));             $oPage->add(\"<iframe width=\\"100%\\" height=\\"400\\" src=\\"http://<nagios_path>/cgi-bin/status.cgi?host=$sName\\"></iframe>\");         }     } }

• Don't forget to change the “<nagios_path>” to the appropriate URL for your installation.
  

Note that the display will work only if the name of the object you are using in iTop is equal to the hostname of the object in Nagios.

Once done, save the file and reload the “details” page in your browser.

The result should be similar to following picture:

问：itop能否实现sso？

答：不能，只能建立外部认证用户，使用外部认证服务器

问：itop是否可以自动发现网络设备？

答：iTop本身不支持网络设备自动发现，可以进行二次开发或者集成其它网络扫描系统，如nmap等。另：官网有关于与 OCS-NG集成的文档，也能进行自动发现。Integrating iTop with OCSInventory

Open Computer and Software Inventory Next Generation (OCS inventory NG) is free software that enables users to inventory their IT assets. OCS-NG collects information about the hard- and software of networked machines running the OCS client program (“OCS Inventory Agent”). OCS can be used to visualize the inventory through a web interface. (Source:Wikipedia)

If you already have an OCSInventory server up and running, this article describes two different ways to display the details about a server in OCSInventory, directly in the “details” of the server in iTop, as an extra tab.

There are two different methods you can use, whether the iTop server has access to the OCSInventory database (ocsweb) or not. Choose the method that best suits your configuration

问：itop能否根据监控平台中的报警信息自动生成事件？

答：可以，需要iTop与监控平台做接口。

iTop软件针对IT服务提供商的特色需求，提供多客户管理能力以及更加强大的服务管理能力如业务单元、多组织管理。

itop的优势：

1、全球影响力最大、最成熟的开源、免费ITSM工具，严格遵从ITIL思想，全面汉化，符合国人习惯；

2、预置完善的事件、请求、问题、变更、配置、服务级别管理流程；

3、IT服务-应用系统-中间件-虚拟资源-物理资源-数据中心环境资源全链条CMDB拓扑关系动态呈现，有力指导变更影响分析；

4、任意的流程节点调整和表单操作权限控制；

5、可方便定制知识库、日常作业计划（含巡检任务）等管理流程；

6、可定制的用户自助服务台及手机APP服务界面；

7、可与开源监控工具（Nagios/Cacti/Zabbix）无缝集成，自动将告警转为iTop事件单；

8、可与B/S报表平台无缝集成，任意定制为各类可视化统计报表；

9、ITIL培训基地iTop专家团队鼎力支持客户iTop系统的二次开发和上线实施；

10、拥有众多成功案例，国内数百家企业因iTop的实施而大力改善了IT运维管理工作。

相关链接：

还有其他百问内容，请返回百问汇总贴：http://ITIL-foundation.cn/thread-89952-1-1.html

本帖子由：ITIL认证iTop百问整理团队进行整理

2016-4-6

ITIL先锋ITIL培训基地作为iTop中国官方社区，将与您共同推进iTop在中国企业的落地，赶快加入iTop中国社区QQ群（233051696），与精英一起交流吧。

附录： iTop概述

iTop，是IT运营门户（IT Operation Portal）的简称，它是一个开源web应用程序，适用于IT服务的日常运维管理。它基于ITIL最佳实践，适应符合ITIL最佳实践的流程，同时它又很灵活，可以适应一般的IT服务管理流程。

iTop的核心是CMDB，即配置管理数据库（Configuration Management Data Base）。CMDB是iTop最早开发的部分。以CMDB为中心的设计理念，需要保证CMDB的准确性和及时更新，服务人员和客户均使用iTop来解决运维管理中的各类问题将会对这一点有帮助。此外，CMDB与其它工具，如监控系统、报表工具、库存管理系统等整合得越多，CMDB的信息就会越丰富。CMDB快速实施，与其它系统相比iTop有丰富的CMDB接口，支持多种方式的数据导入。

iTop具备方便、快捷的二次开发接口，仅需要简单的数据库表操作知识及XML编写知识即可完成表单的二次开发定制。

iTop的功能包括：

ü  记录IT配置项（如服务器、应用程序、网络设备、虚拟机、联系人、位置、VLAN等）及其各个配置项之间的关联关系；

ü  管理事件、用户请求和变更审批与执行等；

ü  归档IT服务及与外部供应商的合约，包括SLA（服务级别协议）；

ü  手动或脚本方式导出所有信息；

ü  批量导入或同步/联调所有来自外部系统的数据；

iTop角色包括：

ü  超级管理员（Administrator）；

ü  变更主管（Change Supervisor）；

ü  变更审批/经理（Change Approver）；

ü  变更执行人/员（Change Implementor）；

ü  文档作者（Document author）；

ü  服务经理（Service Manager）；

ü  桌面支持（Service Desk Agent）；

ü  现场工程师（Support Agent）；

ü  配置管理员（Configuration Manager）；

ü  门户增强用户（Portal power user）；

ü  门户用户（Portal user）；

ü  问题经理（Problem Manager）；

iTop基于Apache/IIS、MySQL和PHP，它可以在任何支持这些程序的操作系统上运行，如Windows、Linux（Debian、Ubuntu和Redhat）、Solaris和MacOS X等。此外，由于iTop是基于B/S架构的应用程序，不需要在用户电脑上部署任何客户端，只需要一个简单的Web浏览器（IE 8+、Firefox 3.5+、Chrome或Safari 5+）即可使用。