Otrs help desk-solutions-linux-2012

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OTRS presentation during Solutions Linux 2012 meeting in Paris, France.

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  • Hi,

    I see in your presentation that you will open the fusioninventory plugin in the future. I would like to use it, so I was wondering when this future will arrive? It is hard to find information on this subject on the otrs and fusioninventory sites...

    Regards

    Arjen
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  • Great presentation of great products, thank you Gonéri !

    I wish FusionInventory integration publication strategy had been open up from the beta because I think it would have given a great momentum to both projects... anyway, I'll wait, hardly !

    Bests
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Otrs help desk-solutions-linux-2012

  1. 1. OTRS Help Desk and Asset Management ´ Goneri Le Bouder June 2012 Solutions Linux 2012
  2. 2. ´Goneri Le Bouder About myself FusionInventory project co-leader Debian Developer Work at TECLIB’, Paris, France Asset management and Help Desk consulting (FusionInventory, GLPI, OTRS)
  3. 3. Outline Help Desk? System requirements The Help Desk solution Request processing Deeper integration Service Asset and Configuration Management (ITSM) Change Management (ITSM)
  4. 4. Why an Help Desk software matter? the Benefits central point of contact for the users associate request depending on the agent skill ensure request are resolved in time (SLA) reporting much more
  5. 5. History 2001 Created by Martin Edenhofer 2002 OTRS 0.5 2003 OTRS GmbH 2007 OTRS 2.0 2010 OTRS 3.0 and OTRS::ITSM 2.0today OTRS 3.1
  6. 6. OTRS the big picture (1/2) an Help Desk software not to confuse with a bug tracker an IT Service Management solution (ITSM) ITIL V3 Best Practices
  7. 7. The big picture the big picture (2/2) Free Software: GNU Affero General Public License 3 Available in 33 languages A powerful underlying framework
  8. 8. Who is behind the software (1/2) OTRS Company Drives the project Offices in Germany, Netherlands, USA, Mexico, Hong Kong, Malaysia 70 employees Provides consulting, software development, Support, etc
  9. 9. Who is behind the software (2/2) The community QA Specific platform support Localizations Provides Add-On and integration Free support (mailing list, forums, etc) Promotion
  10. 10. OTRS Who use OTRS? Used World-Wide! 100 000+ corporate installation Certified partners on 3 continents
  11. 11. OTRS
  12. 12. Outline Help Desk? System requirements The Help Desk solution Request processing Deeper integration Service Asset and Configuration Management (ITSM) Change Management (ITSM)
  13. 13. Supported OS OTRS can be used on any Operating System Linux Solaris AIX FreeBSD MacOSX Windows ...
  14. 14. Supported Database Supported databases MySQL 4.1+ PostgreSQL 8.2+ Oracle 10g+ MS SQL 2005+ OTRS also has unsupprted drivers for Ingres IBM DB2
  15. 15. Authentification backend (1/3) Database the default configuration
  16. 16. Authentification backend (2/3) Great LDAP integration Large collection of supported servers Advanced native LDAP interface Ability to deal with exotic configuration
  17. 17. Authentification backend (3/3) But also HTTPAuth Radius Access Control List based on Email domain Easy to write or extend Auth module ...
  18. 18. Conclusion OTRS is versatil use the OS, DB, Auth mechanism you need
  19. 19. Outline Help Desk? System requirements The Help Desk solution Request processing Deeper integration Service Asset and Configuration Management (ITSM) Change Management (ITSM)
  20. 20. Public interfaces OTRS for end-users Customer interface optimized end-user interface: Show up just what matters Email Phone call
  21. 21. Public interfaces OTRS for agent Agent interface Email Phone call iPhone and Android apps
  22. 22. Other system (1/2) How to deal with the monitoring Alerts notifications from other system other Tracking systems
  23. 23. Other system (2/2) OTRS offers various interfaces works out of the box for most of the monitoring solutions Email with or without meta informations (X-OTRS-*) SOAP REST/JSON Internal modules
  24. 24. Conclusion OTRS is much more than a random web application
  25. 25. Outline Help Desk? System requirements The Help Desk solution Request processing Deeper integration Service Asset and Configuration Management (ITSM) Change Management (ITSM)
  26. 26. Ticket life cycle Common request 1. Customer input 2. Queue assignment 3. Agent process the request
  27. 27. the “Customer” Customer has 1. A company and common information phone number, etc 2. No need to know him/her, an email is enough helpful for a contact@mycompany.com like address 3. Some settings Language, ...
  28. 28. the “Agent” Agent has 1. Subscribed to one or more Queue 2. Some advanced privilege (Group and Role)
  29. 29. a “Queue” Queue can have 1. some email templates 2. a specific email address 3. it’s own signature 4. sub-Queue
  30. 30. Also OTRS offerts 1. a well desgined tool to do the job Simple enough for new comers 2. a lot of action can be automated e.g: All request from @foobar.com to the same agent
  31. 31. Conclusion OTRS is powerful and can deal with all the common Helpdesk configuration
  32. 32. Outline Help Desk? System requirements The Help Desk solution Request processing Deeper integration Service Asset and Configuration Management (ITSM) Change Management (ITSM)
  33. 33. deeper integration Advanced configuration (1/4) 1. A lot of advanced settings are available 2. Dynamics Fields 3. Template tweaking
  34. 34. deeper integration (2/4) OTRS Framework allow to do more or less anything 1. Filter some ticket based on criteria 2. Collect information from another software 3. etc
  35. 35. deeper integration (3/4) Not to forget 1. SMIME and GnuPG support 2. define your own signature / language / template / etc 3. basic Service and SLA support at this stage
  36. 36. deeper integration (4/4) Addons 1. OTRS Corp repository: only available for OTRS customers 2. OPAR repository: OTRS Package Archive more than 50 public packages already available Documentation and API reference to write addons is available. Addons can be harmful An Addon changes the DB structure and existing files.
  37. 37. Conclusion OTRS offers various ways to address very specific needs
  38. 38. ITSM 6 certified processes (Pink Elephant) Incident Management Request Fulfillment Problem Management Knowledge Management Service Asset and Configuration Management Change Management
  39. 39. ITSM
  40. 40. Outline Help Desk? System requirements The Help Desk solution Request processing Deeper integration Service Asset and Configuration Management (ITSM) Change Management (ITSM)
  41. 41. OTRS::ITSM import computer informations (1/4) The CMDB ITIL compatible Ability to edit quickly Configuration Item Class Definition Connector Generic Interface, FusionInventory
  42. 42. OTRS::ITSM SLA based on ITIL incident lifecycle Advanced SLA:various time spans up to 99 different calendars Response Time: reaction time with incidents Update Time: notification time Solution Time: time elapsed until incidents are resolved or delivery time for service requests Min. Time Between Incidents
  43. 43. OTRS::ITSM import computer informations (2/4) FusionInventory Integration Runs on most the Operating System Windows, MacOSX, Linux, Solaris, AIX, BSD, HP-UX, etc Simple deployment with predefined configuration files
  44. 44. OTRS::ITSM import computer informations (3/4) FusionInventory Integration REST/JSON communication OTRS acts as a FusionInventory server Import software, network, computer CIs
  45. 45. OTRS::ITSM import computer informations (4/4) FusionInventory Integration In developement since december Mostly ready, bˆ ta open to OTRS Customers e Will be freely available in the future For now, only for OTRS Customers
  46. 46. Conclusion OTRS has an ITIL compliant CMDB can act as a FusionInventory server to collect information from the assets
  47. 47. Outline Help Desk? System requirements The Help Desk solution Request processing Deeper integration Service Asset and Configuration Management (ITSM) Change Management (ITSM)
  48. 48. ITSM: Change Management (1/5) A lot of small changes A common SI change requires action from different team, sometime in different departement, country or company.
  49. 49. ITSM: Change Management (2/5) Various level of “acknowledgement” Each step has to be validated by the related manager.
  50. 50. ITSM: Change Management (3/5) Getting things done “in time” The planning matters a lot.
  51. 51. ITSM: Change Management (4/5) Example IT Changes: new Help Desk software A new server must be deployed (heat, outlet, power, etc) A OS must be installed Documenation needs to be validated Software has to be configured DNS configuration changes must be operated in time Service has to be monitored Help Desk people need to get ready ...
  52. 52. ITSM: Change Management (5/5) Drive you infrastructure changes with OTRS understand impact, cost, benefit and risk of proposed changes Keep in touch with the teams in a global strategy Reduce the background noise, give only the information that matters Split operation as work orders CMDB: Identify affected CI Follow step by step what has been done Schedule the actions Statistic Changes Within a Defined Period, Changes by Category, Rejected Changes, ...
  53. 53. Conclusion OTRS Change Management will help to understand impact and cost of changes secure your incoming SI changes improve communication between team ...
  54. 54. Question?
  55. 55. Thanks Thanks! OTRS team

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