OTRS::ITSM
Service Desk & Incident Management
- More efficient Incident Tracking and Resolution
- Minimize the impact of incidents
- Lower the number of incidents to be processed
- Speed response and recovery times
- Improve service quality
- Improve ability to identify IT infrastructure problems
- Automate routine tasks to free service desk staff to focus on resolution
- Configuration Item (CI) & service tree view
Improve your Quality of Service
Your service desk is the single point of contact (SPOC) between your customers and the IT service organization. It is therefore responsible for the quality and availability of the IT services agreed upon. Its efficiency in quickly and economically restoring service availability and the perceived service quality affect the image of your IT organization as a whole.
Requirements
- Reduction of the number of incidents to be processed
- Compliance to Service Level Agreements
- Consistent communication processes by a single point of contact (SPOC)
- Documentation of service requests and incidents
- Effective resource management based on business impact
- Company- and cross-process control of the communication between customers, service staff, service providers and the management
- Long-term maintenance of service quality
- implementation of proactive failure prevention
- Provision of management information for the management of IT service quality
Key features & advantages
Due to the intelligent automation of the activities and processes of your service desk, OTRS::ITSM facilitates an efficient processing of incidents reported. Your service staff is backed of with routine tasks, so valuable resources can be focused on value adding tasks instead while short reaction times can be guaranteed as well.
- Automated and rule-based ticket generation at incident receipt via E-mail, fax, SMS, SNTP alert (e.g. by monitoring systems)
- Quick and intuitive logging of incidents in pre-structured web templates
- Intelligent customer self-service via the customer frontend enables:
- Search for FAQs and workarounds
- Incident recording
- Incident tracking
- Status modifications
- Reduce response times and guarantee quickest service recovery due to best practice incident management processes and comprehensive process support in:
- Flexible classification and use of individual classification trees
- ITIL compliant prioritization (priority, impact, urgency)
- Quick direct help (1st level support)
- Practical incident handling (merge, split), e.g. to combine similar incidents and/or split more complex ones
- Diagnosis, coordination (2nd / 3rd level support, external partners etc.)
- Service recovery
- Documentation of the resolution approach
- Save time and effort thanks to cross-process access to existing resolution knowledge, known errors and workarounds
- Full CMDB support facilitates the analysis of services concerned, configuration items (CI) involved, and the connection between CIs, users, current and historical tickets and the services
- Planning, proactive management, monitoring and recording of activities
- Complete integration of the ITIL compliant and role-based permissions concept
- Provision and saving of relevant time data, e.g. for service level management
