Request Fulfilment

OTRS ITSM supports ITIL-compatible request fulfilment processes, allowing service agents to quickly answer service requests. They can retrieve information on service availability and execute pre-approved and low-risk standard changes. OTRS ITSM integrates request fulfillment capabilities with the self service portal, service level management and change management. It also provides a real-time perspective on the configuration status of an IT infrastructure.

OTRS ITSM Certified ITIL Process Support

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Feature	Description
Request Fulfilment Support	Flexible mapping of service request models and service orders Roles and group-based request fulfilments structures in working groups Management of ITIL V3 compliant categorization rules Multi-tentant case management
Request Logging	Check requesters authorizations to submit requests Quick and intuitive logging leveraging pre-structured ticket masks Logging service requests via self service customer portal Automatic email to ticket logging of service requests sent via email Documentation of service requests leveraging an own inbound call screen Cross-process access to the configuration items (CI) actual configuration status in the Configuration Management Data Base (CMDB) Automatic follow-up mechanism for existing service requests WYSIWYG editor
Request Categorization	Categorization of service requests and prioritization based on own category trees Assigning services and SLAs as a basis for status tracking, response and resolution times Assigning additional category items leveraging additional fields Linking service requests with CIs, Services, FAQ articles or tickets
Request Processing	Cross-process access to documented resolutions within the knowledge base Response templates for efficient management of recurring requests Automatic and manual routing service requests through the service organization, e.g. to get the incident, change management or external service providers involved Indexed full text search OpenSearchDescription for efficient searches leveraging the browser-based search Merging and splitting service requests for consolidated or simultaneous processing Creation of incident tickets or change requests linked to the initial service request
Request Monitoring and Escalation	Ongoing status tracking of recorded service requests SLA and queue-based escalation and unlock mechanism Event-based notifications for logged service requests Status review and monitoring via self service customer portal
Request Closure and Evaluation	Quality monitoring and review leveraging individual watch lists Comprehensive service requests reporting based on categorization criteria Provisioning of management information to the Service Level Management Support of editorial processes regarding the documentation of resolutions in the knowledge base