Service management implementation using ODOO/OPENERP

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.