OTRS-

otrs AG

• OTRS::ITSM supports the ITIL processes: incident management - problem management - configuration management
• Business aligned IT service management
• Quickly identify exceptions
• Reactive & proactive problem management
• Integrated CMDB
  
• Reduction of service down times and risks for your business operations
• Apply resources and enforce priorities
• Reduce per-incident costs
• 100% open source
• Maximum flexibility to react to changes
• Comprehensive business support

Challenge

IT service management

Incident management

Problem management

Configuration management

Features

System Requirements

OTRS::ITSM is a customizable, cost-effective ITIL compliant IT service management solution empowering world-class IT service and management. It bridges the gap between the business processes of your company, your IT service management and your IT infrastructure, and supports you in meeting today's IT challenges:

• Decrease the high percentage of administrative IT costs for the benefit of value adding tasks
• React flexibly to changes in demand and business processes
• Ensure a consistently high service quality
• Ensure smooth business operations by way of intelligently managing the growing complexity in the field of IT infrastructure and providers.
  

OTRS::ITSM incorporates ITIL best practices, bringing together the best in management practices with the best in open-source technology. It supports the ITIL processes most often implemented in companies: incident management, problem management, configuration management, and offers an integrated configuration management database (CMDB) for the management of complex IT infrastructures.

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The leading helpdesk system OTRS from release version 2.2 onwards forms the basis of OTRS::ITSM. For you, this means all features and modules that you already know from using OTRS will also be at your disposal with OTRS::ITSM.

In OTRS::ITSM, tickets become the central information container for the management of your IT services processes. They ?transport? a number of selectable basis data such as:

• Persons, organizations
• Time stamps
• Priority, impact, severity
• Associations to the IT service catalogue and to projects
• Activities, e.g. a note about a phone call with information on the call time
• Objects, e.g. CIs, including relations
• (Sub)tickets, e.g. a problem with the underlying incidents
• Notes and attachments, e.g. scanned service request forms
• Work packages, i.e. planned, assigned tasks
• SLA information
• Thresholds and escalation data
• Ticket history
• Accounting information

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