Diseño Conceptual

Durante un taller de Diseño Conceptual, las organizaciones trabajan en colaboración con un Consultor para diseñar especificaciones para su implementación de OTRS. El Consultor ofrece recomendaciones de mejores prácticas al diseñar estructuras modelo, procesos y flujos de trabajo, y desarrolla todas las especificaciones técnicas para el ambiente de producción.

Deliverables and Results	Description
OTRS Help Desk conceptual design
Structural design	Mapping your service organization by developing queue structures that reflect a hierarchical, regional, vertical or by topic design Definition of roles and authorization structures to grant your management, users and customers access to the appropriate queues, modules, features and data
Process design	Mapping and defining service processes and workflows Setting the goals for process automation by leveraging powerful features
Service Catalog design	Defining the requirements regarding services, service level agreements and the mapping of existing service catalogs
Integration	Defining the requirements with respect to LDAP and mail integration and routing Identifying the need for integrating of additional external data sorces Integration to your System Monitoring environment Defining the solutions integration into your existing backup concept Defining the needs for single-sign on use
Infrastructure design	Defining the platform components to run your solution Identifying the current and future needs with respect to the systems sizing Mapping the requirements to a future-proof architectural system design
Security management	Mapping your IT security policy
ITSM conceptual design
ITIL process assessment and design	Reviewing yet established ITIL processes and documentation Design of processes according to ITIL best practice recommendations Mapping ITIL compliant roles and authorizations according to your organizational structures
Change Management	Identification of relevant roles (e.g. Change Builder, Change Manager, Work Order Agents or members of the Change Advisory Boards) and authorization types (e.g. financial, technical, organizational) Defining category, impact and priority of changes Defining relevant change reports and key performance indicators
Service Asset and Configuration Management	Review and analysis of existing CMDB concepts Defining your conceptual data model Exemplary Configuration Item (CI) and CMDB design
Functional Specifications
Customized features and interfaces	Requirements analysis and documentation Mapping functional requirements to a technical solution design Webservice and interface design
GenericInterface connectors	Specification of third party application integration scenarios and mapping requirements to specific connectors
Reports	Requirements analysis and specification of customized and complex reports that are not yet shipped with the standard of OTRS