The presentation supported the speech by Davide Dalle Carbonare, Spago4Q Architect, and Gabriele Ruffatti, founder of SpagoWorld initiative, at the ePractice Workshop "Open Source: Its place in a cross-border environment" (Brussels, Belgium - 7th April 2011), within the conference session on Open Source Interoperability.

1. www.spago4q.org
The SLA approach in open source quality improvement in products &
projects realization and in services supply through an effective OSS
measuring and monitoring platform.
ePractice workshop
Open Source: Its place in cross-border environment
Brussels, 7th April 2011
Gabriele Ruffatti – Sergio Oltolina – Davide Dalle Carbonare
This opera is 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
provider
provider
ICT
provider
PA Citizens
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
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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
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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
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5. www.spago4q.org
Infrastructure
ICT
Reports
Services
Extraction Delivery
The free/open source platform Dashboards
to measure, analyze and monitor
quality of products, processes and services
Configuration
SLA & KPI
Quality Models
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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
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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
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