Benefits
§ ITIL® Best Practices
§ Lower total cost of ownership with zero license costs
§ Reduced processing time of ITSM and business processes
§ Support of decentralized ITSM- organizations
§ Management of complex IT-infrastructures and CIs dependencies
§ Reduced SLA breaches
§ Automated surveillance of service quality § Process-integrated issue tracking
§ Reduced request volume via self services § Real-time Management dashboard § Meaningful performance-reporting
OTRS::ITSM 3.3 IT Service Management
The leading ITIL
®V3 compatible IT Service Management solution, used for
over 130,000 OTRS Help Desk installations in 33 languages worldwide.
Build on Best Practices! OTRS::ITSM is an integrated IT Service Management solution, combining the Best Practices of the IT Infra-structure Library ITIL with the tried-and-true power of OTRS, the leading Open Source Service Management Solution.
OTRS::ITSM meets organizations needs for a scalable, integrated, high performance so-lution capable of easily administering com-plex processes and IT infrastructures.
OTRS::ITSM is a platform-independent, flexible, quick to install, low cost and powerful solu-tion. It is suited for small and medium busi-nesses as well as global players.
OTRS::ITSM, the freely licensed IT Service Management solution, provides superior support to service desks by implementing ITIL® Best Practices:
§ Incident Management § Problem Management § Change Management
§ Request Fulfillment Management § Service Asset and Configuration Management (CMDB/CMS) § Knowledge Management § Service Catalog Management § Event Management
Flexible IT Service Management
IT Service Management (ITSM) combines all the standardized measures and good practi-ces for IT organizations to plan, control, mea-sure and continuously improve IT services. Crucial to providing excellent IT services are the solution‘s abilities to:
§ Reduce the high percentage of adminis- trative IT costs in favor of tasks that create added value
§ React with flexibility to fluctuations in the market and changes in business processes § Guarantee consistently high quality of service § Diligently ensure business operations via intelligent management of complexity in the IT infrastructure.
Flexibility for large as well as small and medium sized organizations
Large service organizations need an effective and powerful solution for tracking incidents, dispatching and restoration services. 2nd and 3rd level support need tools to analyze inci-dent causes and the initiation, approval and chronological coordination of process chan-ges with minimal effect on ongoing business operations.
Changes to thousands of Configuration Items (CIs) must be collected, recorded and made auditable so that they are retraceable. Supporting high request volumes - An orga-nization with several thousand employees easily reaches over 100,000 tickets and access requests to the database per year. OTRS::ITSM performs efficiently at this capa-city.
Managing complex workflows - Defined pro-cesses, guidelines and hierarchical struc-tures have to be managed. OTRS::ITSM supports complex workflows, change and release processes and global operation of IT infrastructure, including secure management of business critical services.
Integration - Management of IT infrastructure means more than just handling reported dis-turbances of individual CIs. Open interfaces allow OTRS::ITSM, in collaboration with es-tablished third party systems, to support continuous management of IT services and offer a transparent view of the current and historical status of IT infrastructure compo-nents at any time.
Small and medium-size enterprises have similar requirements for ITSM solutions. Incidents occur; problems must be analyzed and transferred into Known Errors; Changes must be released, terminated and imple-mented; IT infrastructure components must be catalogued and managed. OTRS::ITSM allows users to become productive immedi-ately and save valuable resources.
Platform - As a Web application, OTRS::ITSM is universally available. OTRS::ITSM can also
Focus on the most important ITIL processes The main task of the service desk in smaller organizations is to optimize solutions and the processes for incident tracking. Depen-ding on the extent of the IT infrastructure the use of a CMDB is often unnecessary. OTRS::ITSM adds modules to OTRS Help Desk. New users start basic functions and yet remain flexible to add additional capabi-lities as needs become more sophisticated. Lower Resource Consumption - OTRS::ITSM is an easy-to-use, comfortable and effici-ent way of administering applications and users. It enables users to define workflows and adapt the solution to their organization‘s needs. A short adjustment period and mo-derate training expenses will lead to a quick amortization of the investment.
Security Provided by Transparency and Control
The Service Desk, also known as SPOC (single point of contact), registers, classifies, and forwards all requests according to im-portance to the respective units within the service organization.
The primary objective of the incident ma-nagement process is to restore any impaired service performance and reduce any poten-tially negative impact on the business. The Service Desk is responsible for a request throughout its entire processing and service desk employees determine the level of customer satisfaction.
OTRS offers cross-process IT support in order to ensure your quality of service.
Service Request- and Incident Manage-ment
§ Quick task tracking via web frontend § E-Mail, Phone, Fax, PDA, SMS, SOAP/XML § Automatic issuing and follow-up with NMS-Alerts
§ Templates for standard tasks
§ Integration of the PBX system (CTI) for pre-filling of input mask and direct selec- tion
§ Task classification via services and flexible category trees
§ Integration of content from a knowledge base
§ (Auto)answer snippets for recurring requests
§ Linking, merging and splitting of tasks § Master-Slave function
§ Event-based notification § Representation of tasks § Full-text search
§ Multi-client customer service capability § WYSIWYG editor for formatting and integrating pictures
§ Collective processing of multiple tasks § Adjustable overviews and reliable reporting § Overview of Incident states of selected services in appropriate views and front ends
Self Service for the End User
§ Structured collection and tracking of tasks via customer web frontend
§ Listing of all tasks in a customer organi- zation
§ End user access to selected content from the knowledge base
Process Automation and Workflow Management
§ Flexible display of workflows and service and release processes
§ Automatic and manual routing of tasks by the service organization
§ Integration with external service providers § Automatic follow up mechanism in existing tasks
§ Noise reduction of NMS alerts
§ Cross-process access to knowledge base Service Lifecycle-Management
§ Integrated Service Catalogue
§ Service and SLA-Lifecycle-Management § Depositing of working hour calendars § Linking of services, tickets, contacts, FAQ articles
§ Support of impact analyses
§ Extensive reporting to services, SLAs, OLAs, UCs
Active Problem Management
Active problem management is important. The faster issues can be detected, the shorter
A dashboard provides updated views of IT infrastructure components, current status and relation to other components, customers, and services. These are all managed in the Configuration Management Data Base (CMDB/CMS).
This snapshot allows Incident Managers to quickly evaluate the effect of an Incident on the quality and availability of the agreed IT services.
The view of affected services shows which customers are affected by the incident and which SLAs need to be considered in order to economically restore the services in the
OTRS::ITSM supports your IT service team in detecting incidents before they occur. It also allows routing inevitable incidents to the problem management process and provides appropriate solutions and documentation: § Proactive incident identification and prevention
§ Continuous process support of the IT Service Organization in:
§ Problem identification and recording § Classification
§ Resource assignment based on prio- ritization
§ Problem origin diagnosis
§ Solution coordination, e.g. Workaround or RfC
§ Overview of all current/historic incidents § Providing relevant information for the sub-processes:
§ Problem Control § Error Control
§ Proactive Problem Management
§ Management Information (on Incidents, Problems and Known Errors)
§ Cross-process access to the Knowledge Base for error analysis, diagnosis and documentation of known errors
§ Targeted, automatic notification of the affected user (groups) or management about progress
Service Asset and Configuration Management
Depending on whether Lifecycle Manage-ment or financial view is the main focus,
but neither meets the high requirements of integrated and cross-process available ad-ministration of:
§ Configuration Items (CIs and their status) § Historical and current incident tickets § Customers
§ Locations
§ Software licenses
§ Services, SLAs, OLAs and UCs
The OTRS::ITSM Configuration Management Database (CMDB/CMS) allows integrated administration of objects and the relation-ships between them. This contributes tre-mendously to the analysis of causes and causal chains of incidents and allows for a quicker reconstruction of affected services. Efficient provider management is more im-portant now than ever. OTRS::ITSM supports you by making the administration of provider contacts easy and provides seamless integ-ration into the communication process: § Registration and management of CIs and their relations
§ Resonable configuration of CI attributes for every ConfigItem class
§ Illustration of IT services, SLA, OLAs, UCs § Management of historical, current and future CI state, e.g. when diagnosing problems, maintaining servers or con- ducting planned changes
§ Service failure impact analysis
§ License management (third party product) § Chronological CI-Lifecycle Management § Logging configuration changes to the
§ Change of attributes (such as serial number) for CIs
§ Location and user administration for CIs § Integration using the ITIL processes illus- trated in the system
§ Import/Export of the Configuration Items in as CSV or over the API
§ Colored status of Configuration Items when disturbances occur
§ Rule based status change for services based on CIs‘ current status.
The SOAP interface allows the integration of OTRS::ITSM with existing Inventory and/or Asset Management solutions. OTRS::ITSM is Open Source, cheaper and more flexible than proprietary solutions.
Change Management: reduce risks Changes to IT Services and CIs occur dai-ly. Possible causes are external require-ments e.g. changing business processes, pursuing higher efficiency, or measures for problem solving. OTRS::ITSM supports the standardized execution of CI changes while minimizing associated risks or even avoiding potential risks completely.
Benefits
§ Added caching to speed up the condition action backends
§ Added possibility to use a mirror database for change and workorder searches in § Standardized acceptance, categorization, planning, approval and execution of all changes
§ Only economical changes will be ved for implementation via OTRS::ITSM § Auditable Change and Work Order history § Status view on Changes and Work Orders § Management of relevant relations between Changes, Work Orders, Tickets, Services, CIs and Knowledge articles
§ Post Implemenation Reviews (PIR) § Change Schedule
§ Support of parallel Work Orders § Time Dependencies of Work Orders § Definition of states, sequences and logical relations between Changes and Work Orders
§ Reduced number of incidents and problems
§ Time accounting (planned and actual spent times)
§ 2 screens for creating changes and Work Orders, one to create them from the scratch and one to create them from a template
OTRS::ITSM provides a wide range of pre-defined reports to inform administrators about First Instance Solutions, average reso- lution time, and CI inventory of the CMDB or availability of services. An integrated re-port generator enables menu controlled de-finition of dynamic reports to be distributed in accordance with role-based authorization. It also provides:
§ Automatic monitoring of service quality via SLA based escalations
§ Alert function via threshold values § Dashboard
§ Task monitoring via Watch Lists § Menu controlled issuing of reports § Accounting for compliance requests (revision security)
§ Time recording § Out-of-Office function
§ Time-controlled execution, export and sending of reports
System Requirements Client
All common and current HTML browsers except for:
§ Microsoft Internet Explorer versions 8 and earlier
§ Firefox versions 3 and earlier § Netscape
Operating System
Windows, Linux, Unix, MacOS, Fedora Core, OpenBSD, FreeBSD, AIX
Webserver
Apache2, Microsoft IIS Database
MySQL, MS SQL Server, PostgreSQL, Oracle, DB2
Directory Services
Microsoft Active Directory, Novell eDirectory, OpenLDAP, Oracle Internet Directory, Sun ONE Directory, Fedora Directory Server
Regions
North America OTRS Inc. 19925 Stevens Creek Blvd. Cupertino, CA 95014-2358 USA T: +1 408 549 1717 F: +1 408 512 1748 Europe OTRS AG Norsk-Data-Straße 1 61352 Bad Homburg Germany T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 OTRS AG Bahnhofplatz 1a 94315 Straubing Germany OTRS B.V. Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200255 F: +31 71 8200254 Latin America OTRS S.A.de C.V.Av. Insurgentes Sur 863, Piso 7 Col. Nápoles
03810 Mexico City
Mexico
T: +52 5511 6896 64
OTRS Lab, S.A. de C.V.
Parque de Software, Módulo A1, Circuito Norte 100
Parque Industrial Zapotlan 2000 49000 Ciudad Guzmán, Jalisco Mexico
Asia Pacific
OTRS Sdn. Bhd.
A-32 Menara, NU,
203 Jalan Tun Sambanthan, 50470 Kuala Lumpur Malaysia T: +603 2035 5578 F: +603 2035 5568 OTRS Ltd. Rm 406, 4/F
Boss Commercial Centre 28 Ferry Street, Jordon Kowloon
Hong Kong
