Service management implementation using ODOO/OPENERP
Tutor / Supervisor
Student
Alghamian, Muhammad Anas
Vettori, Luca
Document type
Master thesis
Date
2017
rights
Restricted access - author's decision
Publisher
Universitat Politècnica de Catalunya
UPCommons
Abstract
The goal of this Master Thesis project is to improve the process maturity, using
CMMI and ITIL best practices, in two specific business processes like
Marketing Expansion and Sales Order for NFV services (AS-IS). The two
above processes were implemented using an open-source Enterprise
Resource Planning (ERP) called Odoo/OpenERP.
This powerful tool is a suite of enterprise management applications that offers
several modules to use, in our case are sales and product modules. And that
gave us the possibility to offer specific ICT services and designing our NFV
service catalog.
Once we finished to implement both business processes in Odoo, we take
profit of ITIL for the service management adaptation to increase maturity level.
ITIL was very useful in this case, because it is a powerful best practice for
service management lifecycle. After reviewing all ITIL books and studying
them, we found a valuable information in Service Strategy, Service Design and
Service Operation Phases (that characterize ITIL itself) for process analysis.
In this way, finally we could design the adopted processes and services (TOBE)
in Odoo system in Sales Module, with the intention of increasing the
process maturity level CMMI Level 3 using CMMI® best practice.
