OTRS::ITSM
Challenge IT Service Management
IT is expected to deliver consistently high service quality in an increasingly complex field. IT service management has moved from simply maintaining system stability to aligning people and IT with the delivery of business value. ITSM must continually improve service delivery and customer satisfaction, increase productivity of the business overall, and contribute to the bottom line. In this context, effective and efficient incident- and problem management are indispensable. However, IT service management remains a task almost impossible if there is no consistent and up-to-date configuration management database (CMDB) with information about the state and configuration of the IT infrastructure.
Increasing efficiency through ITIL® best-practices
The IT Infrastructure Library, short ITIL®, is a series of books published by the United Kingdom's Office of Government Commerce (
OGC) (http://www.itil.co.uk/), which generically combine best practice approaches to designing, providing, operating and managing IT services. ITIL does not center the technology but the services provided by the IT and comprises information on processes, roles, responsibilities, potential problem fields/resolutions and definitions of terms.
ITIL has established itself as de facto standard over the past years and its circulation in IT organizations contributed considerably to the development of a collective awareness and consistent terminology for IT service management. However, ITIL only describes "who should do what" and what should be considered along the way. In order to cover as wide a user group as possible, it does not or only rudimentarily address the issue of how to do things. Therefore, no implementable information is given for particular industries, companies or manufacturers.
OTRS::ITSM - bringing together the best in management practices with the best in technology
The continuing boom caused demand for IT service management tools, which could represent the ITIL-based processes. So far, only proprietary solutions existed. Because of their considerable complexity, most of these tools are only affordable for large companies and effective in large IT departments.
OTRS::ITSM 1.0 is the first ITIL compliant IT service management solution on open-source basis, built on the solid fundament of over 55,000 known OTRS installations and the related active community.
The development of OTRS::ITSM was initiated as a logical consequence of the great success of the Open Ticket Request System OTRS in order to combine the globally accepted, public ITIL recommendations with the benefits of open-source software.
