Our OTRS Team is proud to announce the stable release of its first Open
Source and ITIL compliant IT service management solution OTRS::ITSM 1.0.1.
Complexity of todays IT infrastructure and the increasing business needs
for reliable and high quality IT services significantly contributing to
the business objectives, has raised the stakes for successful IT service
management. 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. As an integrated IT service
management (ITSM) solution it goes far beyond a simple service desk system
and assists IT service organizations to manage IT infrastructure
components as interrelated parts of services IT provides to the business
processes.
OTRS::ITSM 1.0 Key-Features:
-
ITIL compliant representation of "ITIL service support" processes
- incident management
- problem management and
- configuration management
-
an integrated, individually extensible configuration management database (CMDB)
-
ITIL compliant names for new functions and functions contained in
previous OTRS versions
-
ITIL compliant role, responsibility and permission model
-
cross-process communication management: within the IT service organization,
with customers/users/management and suppliers/providers
-
flexible stats functions for (trend) analyses; reporting, planning and
controlling based on performance figures
-
flexible configuration, customization and upgrade to meet individual
requirements
[ftp://ftp.otrs.org/pub/otrs/itsm]
[full announcement]
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