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2007-07-02: OTRS::ITSM 1.0.1 is released!

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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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