SlideShare a Scribd company logo
1 of 55
Download to read offline
OTRS Help Desk and Asset Management

               ´
            Goneri Le Bouder




               June 2012




           Solutions Linux 2012
´
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)
Outline


  Help Desk?

  System requirements

  The Help Desk solution

  Request processing

  Deeper integration

  Service Asset and Configuration Management (ITSM)

  Change Management (ITSM)
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
History




 2001 Created by Martin Edenhofer
 2002 OTRS 0.5
 2003 OTRS GmbH
 2007 OTRS 2.0
 2010 OTRS 3.0 and OTRS::ITSM 2.0
today OTRS 3.1
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
The big picture




  the big picture (2/2)

      Free Software: GNU Affero General Public License 3
      Available in 33 languages
      A powerful underlying framework
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
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
OTRS




   Who use OTRS?

       Used World-Wide!
       100 000+ corporate installation
       Certified partners on 3 continents
OTRS
Outline


  Help Desk?

  System requirements

  The Help Desk solution

  Request processing

  Deeper integration

  Service Asset and Configuration Management (ITSM)

  Change Management (ITSM)
Supported OS



  OTRS can be used on any Operating System

     Linux
     Solaris
     AIX
     FreeBSD
     MacOSX
     Windows
     ...
Supported Database


  Supported databases

     MySQL 4.1+
     PostgreSQL 8.2+
     Oracle 10g+
     MS SQL 2005+


  OTRS also has unsupprted drivers for

     Ingres
     IBM DB2
Authentification backend (1/3)




  Database

     the default configuration
Authentification backend (2/3)




  Great LDAP integration

     Large collection of supported servers
     Advanced native LDAP interface
     Ability to deal with exotic configuration
Authentification backend (3/3)




  But also

     HTTPAuth
     Radius
     Access Control List based on Email domain
     Easy to write or extend Auth module
     ...
Conclusion




  OTRS is
      versatil
      use the OS, DB, Auth mechanism you need
Outline


  Help Desk?

  System requirements

  The Help Desk solution

  Request processing

  Deeper integration

  Service Asset and Configuration Management (ITSM)

  Change Management (ITSM)
Public interfaces




  OTRS for end-users

      Customer interface
      optimized end-user interface: Show up just what matters
      Email
      Phone call
Public interfaces




  OTRS for agent

      Agent interface
      Email
      Phone call
      iPhone and Android apps
Other system (1/2)




  How to deal with

     the monitoring Alerts
     notifications from other system
     other Tracking systems
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
Conclusion




  OTRS is
      much more than a random web application
Outline


  Help Desk?

  System requirements

  The Help Desk solution

  Request processing

  Deeper integration

  Service Asset and Configuration Management (ITSM)

  Change Management (ITSM)
Ticket life cycle




   Common request

    1. Customer input
    2. Queue assignment
    3. Agent process the request
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, ...
the “Agent”




  Agent has

   1. Subscribed to one or more Queue
   2. Some advanced privilege (Group and Role)
a “Queue”




  Queue can have

   1. some email templates
   2. a specific email address
   3. it’s own signature
   4. sub-Queue
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
Conclusion




  OTRS is
      powerful and can deal with all the common Helpdesk
      configuration
Outline


  Help Desk?

  System requirements

  The Help Desk solution

  Request processing

  Deeper integration

  Service Asset and Configuration Management (ITSM)

  Change Management (ITSM)
deeper integration




  Advanced configuration (1/4)

   1. A lot of advanced settings are available
   2. Dynamics Fields
   3. Template tweaking
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
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
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.
Conclusion




  OTRS
     offers various ways to address very specific needs
ITSM



  6 certified processes (Pink Elephant)

       Incident Management
       Request Fulfillment
       Problem Management
       Knowledge Management
       Service Asset and Configuration Management
       Change Management
ITSM
Outline


  Help Desk?

  System requirements

  The Help Desk solution

  Request processing

  Deeper integration

  Service Asset and Configuration Management (ITSM)

  Change Management (ITSM)
OTRS::ITSM import computer informations (1/4)




  The CMDB

     ITIL compatible
     Ability to edit quickly Configuration Item Class
     Definition
     Connector Generic Interface, FusionInventory
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
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
OTRS::ITSM import computer informations (3/4)




  FusionInventory Integration

     REST/JSON communication
     OTRS acts as a FusionInventory server
     Import software, network, computer CIs
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
Conclusion




  OTRS
     has an ITIL compliant CMDB
     can act as a FusionInventory server to collect
     information from the assets
Outline


  Help Desk?

  System requirements

  The Help Desk solution

  Request processing

  Deeper integration

  Service Asset and Configuration Management (ITSM)

  Change Management (ITSM)
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.
ITSM: Change Management (2/5)




  Various level of “acknowledgement”
  Each step has to be validated by the related manager.
ITSM: Change Management (3/5)




  Getting things done “in time”
  The planning matters a lot.
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
     ...
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, ...
Conclusion




  OTRS Change Management will help to
     understand impact and cost of changes
     secure your incoming SI changes
     improve communication between team
     ...
Question?
Thanks




  Thanks!

     OTRS team

More Related Content

Viewers also liked

Help Desk - Introduction to Spiceworks' Free Help Desk Software
Help Desk - Introduction to Spiceworks' Free Help Desk SoftwareHelp Desk - Introduction to Spiceworks' Free Help Desk Software
Help Desk - Introduction to Spiceworks' Free Help Desk SoftwareSpiceworks
 
Webcast: Building a Better Help Desk
Webcast: Building a Better Help DeskWebcast: Building a Better Help Desk
Webcast: Building a Better Help DeskScriptLogic
 
Outsourcing your help desk
Outsourcing your help deskOutsourcing your help desk
Outsourcing your help deskDavid Strom
 
Aitp evolution of the modern day help desk - october 14th 2004
Aitp   evolution of the modern day help desk - october 14th 2004Aitp   evolution of the modern day help desk - october 14th 2004
Aitp evolution of the modern day help desk - october 14th 2004Thomas Petry
 
How Sotheby's Uses JIRA Service Desk to Sell Million-Dollar Artwork
How Sotheby's Uses JIRA Service Desk to Sell Million-Dollar ArtworkHow Sotheby's Uses JIRA Service Desk to Sell Million-Dollar Artwork
How Sotheby's Uses JIRA Service Desk to Sell Million-Dollar ArtworkAtlassian
 
Service Desk Keynote Summit 2014
Service Desk Keynote Summit 2014Service Desk Keynote Summit 2014
Service Desk Keynote Summit 2014Atlassian
 
Free Training Series | Case Studies in Service Desk and Desktop Support Colla...
Free Training Series | Case Studies in Service Desk and Desktop Support Colla...Free Training Series | Case Studies in Service Desk and Desktop Support Colla...
Free Training Series | Case Studies in Service Desk and Desktop Support Colla...MetricNet
 
Top 5 Reasons to Use Web Help Desk for Ticketing Management
Top 5 Reasons to Use Web Help Desk for Ticketing ManagementTop 5 Reasons to Use Web Help Desk for Ticketing Management
Top 5 Reasons to Use Web Help Desk for Ticketing ManagementSolarWinds
 
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & ReportingSpiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & ReportingSpiceworks
 
Top 3 Help Desk Challenges & What You Can Do About Them
Top 3 Help Desk Challenges & What You Can Do About ThemTop 3 Help Desk Challenges & What You Can Do About Them
Top 3 Help Desk Challenges & What You Can Do About ThemSolarWinds
 
The DIY Service Desk – Maximizing the Value of Self Service - Christophe Capel
The DIY Service Desk – Maximizing the Value of Self Service - Christophe CapelThe DIY Service Desk – Maximizing the Value of Self Service - Christophe Capel
The DIY Service Desk – Maximizing the Value of Self Service - Christophe CapelAtlassian
 
Free Service Desk Training Series | MetricNet's Service Desk Best Practices
Free Service Desk Training Series | MetricNet's Service Desk Best PracticesFree Service Desk Training Series | MetricNet's Service Desk Best Practices
Free Service Desk Training Series | MetricNet's Service Desk Best PracticesMetricNet
 
Automating JIRA Service Desk : Resolving Your Issues Faster
Automating JIRA Service Desk : Resolving Your Issues FasterAutomating JIRA Service Desk : Resolving Your Issues Faster
Automating JIRA Service Desk : Resolving Your Issues FasterAtlassian
 
How JIRA Service Desk Saved Twitter's Global Help Desk - Alex Stillings
How JIRA Service Desk Saved Twitter's Global Help Desk - Alex StillingsHow JIRA Service Desk Saved Twitter's Global Help Desk - Alex Stillings
How JIRA Service Desk Saved Twitter's Global Help Desk - Alex StillingsAtlassian
 
Knowledge management 2017
Knowledge management 2017Knowledge management 2017
Knowledge management 2017Leonardo D'Itri
 
Spiceworks Basics 1: Inventory, Troubleshooting, Monitoring & Alerts
Spiceworks Basics 1: Inventory, Troubleshooting, Monitoring & AlertsSpiceworks Basics 1: Inventory, Troubleshooting, Monitoring & Alerts
Spiceworks Basics 1: Inventory, Troubleshooting, Monitoring & AlertsSpiceworks
 
Feb2008 Service Desk Maturity Models & Fram
Feb2008 Service Desk Maturity Models & FramFeb2008 Service Desk Maturity Models & Fram
Feb2008 Service Desk Maturity Models & FramIT Service and Support
 
Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision -...
Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision -...Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision -...
Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision -...Joget Workflow
 

Viewers also liked (18)

Help Desk - Introduction to Spiceworks' Free Help Desk Software
Help Desk - Introduction to Spiceworks' Free Help Desk SoftwareHelp Desk - Introduction to Spiceworks' Free Help Desk Software
Help Desk - Introduction to Spiceworks' Free Help Desk Software
 
Webcast: Building a Better Help Desk
Webcast: Building a Better Help DeskWebcast: Building a Better Help Desk
Webcast: Building a Better Help Desk
 
Outsourcing your help desk
Outsourcing your help deskOutsourcing your help desk
Outsourcing your help desk
 
Aitp evolution of the modern day help desk - october 14th 2004
Aitp   evolution of the modern day help desk - october 14th 2004Aitp   evolution of the modern day help desk - october 14th 2004
Aitp evolution of the modern day help desk - october 14th 2004
 
How Sotheby's Uses JIRA Service Desk to Sell Million-Dollar Artwork
How Sotheby's Uses JIRA Service Desk to Sell Million-Dollar ArtworkHow Sotheby's Uses JIRA Service Desk to Sell Million-Dollar Artwork
How Sotheby's Uses JIRA Service Desk to Sell Million-Dollar Artwork
 
Service Desk Keynote Summit 2014
Service Desk Keynote Summit 2014Service Desk Keynote Summit 2014
Service Desk Keynote Summit 2014
 
Free Training Series | Case Studies in Service Desk and Desktop Support Colla...
Free Training Series | Case Studies in Service Desk and Desktop Support Colla...Free Training Series | Case Studies in Service Desk and Desktop Support Colla...
Free Training Series | Case Studies in Service Desk and Desktop Support Colla...
 
Top 5 Reasons to Use Web Help Desk for Ticketing Management
Top 5 Reasons to Use Web Help Desk for Ticketing ManagementTop 5 Reasons to Use Web Help Desk for Ticketing Management
Top 5 Reasons to Use Web Help Desk for Ticketing Management
 
Spiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & ReportingSpiceworks Basics 2: Help Desk & Reporting
Spiceworks Basics 2: Help Desk & Reporting
 
Top 3 Help Desk Challenges & What You Can Do About Them
Top 3 Help Desk Challenges & What You Can Do About ThemTop 3 Help Desk Challenges & What You Can Do About Them
Top 3 Help Desk Challenges & What You Can Do About Them
 
The DIY Service Desk – Maximizing the Value of Self Service - Christophe Capel
The DIY Service Desk – Maximizing the Value of Self Service - Christophe CapelThe DIY Service Desk – Maximizing the Value of Self Service - Christophe Capel
The DIY Service Desk – Maximizing the Value of Self Service - Christophe Capel
 
Free Service Desk Training Series | MetricNet's Service Desk Best Practices
Free Service Desk Training Series | MetricNet's Service Desk Best PracticesFree Service Desk Training Series | MetricNet's Service Desk Best Practices
Free Service Desk Training Series | MetricNet's Service Desk Best Practices
 
Automating JIRA Service Desk : Resolving Your Issues Faster
Automating JIRA Service Desk : Resolving Your Issues FasterAutomating JIRA Service Desk : Resolving Your Issues Faster
Automating JIRA Service Desk : Resolving Your Issues Faster
 
How JIRA Service Desk Saved Twitter's Global Help Desk - Alex Stillings
How JIRA Service Desk Saved Twitter's Global Help Desk - Alex StillingsHow JIRA Service Desk Saved Twitter's Global Help Desk - Alex Stillings
How JIRA Service Desk Saved Twitter's Global Help Desk - Alex Stillings
 
Knowledge management 2017
Knowledge management 2017Knowledge management 2017
Knowledge management 2017
 
Spiceworks Basics 1: Inventory, Troubleshooting, Monitoring & Alerts
Spiceworks Basics 1: Inventory, Troubleshooting, Monitoring & AlertsSpiceworks Basics 1: Inventory, Troubleshooting, Monitoring & Alerts
Spiceworks Basics 1: Inventory, Troubleshooting, Monitoring & Alerts
 
Feb2008 Service Desk Maturity Models & Fram
Feb2008 Service Desk Maturity Models & FramFeb2008 Service Desk Maturity Models & Fram
Feb2008 Service Desk Maturity Models & Fram
 
Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision -...
Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision -...Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision -...
Joget Workflow Training – Basic & Advance for v3.1 – Module 11 – A Revision -...
 

Similar to Otrs help desk-solutions-linux-2012

Eniac – Lotus Consolidation 2009
Eniac – Lotus Consolidation   2009Eniac – Lotus Consolidation   2009
Eniac – Lotus Consolidation 2009Edwin Kanis
 
Advanced Operating System- Introduction
Advanced Operating System- IntroductionAdvanced Operating System- Introduction
Advanced Operating System- IntroductionDebasis Das
 
Introduction to Hosting Exchange 2000
Introduction to Hosting Exchange 2000 Introduction to Hosting Exchange 2000
Introduction to Hosting Exchange 2000 webhostingguy
 
Large Scale Deployment of SOA-P
Large Scale Deployment of SOA-PLarge Scale Deployment of SOA-P
Large Scale Deployment of SOA-PC2B2 Consulting
 
Column itsm7 improvements_savino
Column itsm7 improvements_savinoColumn itsm7 improvements_savino
Column itsm7 improvements_savinoColumn Technologies
 
Column itsm7 improvements_savino
Column itsm7 improvements_savinoColumn itsm7 improvements_savino
Column itsm7 improvements_savinoColumn Technologies
 
Understanding Microsoft Teams Security & Compliance features and plan for Gov...
Understanding Microsoft Teams Security & Compliance features and plan for Gov...Understanding Microsoft Teams Security & Compliance features and plan for Gov...
Understanding Microsoft Teams Security & Compliance features and plan for Gov...Ravikumar Sathyamurthy
 
Standardizing Jira Service Desk in a Decentralized Environment
Standardizing Jira Service Desk in a Decentralized EnvironmentStandardizing Jira Service Desk in a Decentralized Environment
Standardizing Jira Service Desk in a Decentralized EnvironmentAtlassian
 
Biz Nova It Project Bonus Slides
Biz Nova It Project Bonus SlidesBiz Nova It Project Bonus Slides
Biz Nova It Project Bonus SlidesTyHowardPMP
 
Innovate2011 DevOps TSRM RTC
Innovate2011 DevOps TSRM RTCInnovate2011 DevOps TSRM RTC
Innovate2011 DevOps TSRM RTCSteve Speicher
 
BPM & Workflow in the New Enterprise Architecture
BPM & Workflow in the New Enterprise ArchitectureBPM & Workflow in the New Enterprise Architecture
BPM & Workflow in the New Enterprise ArchitectureNathaniel Palmer
 
BPM & Workflow in the New Enterprise Architecture
BPM & Workflow in the New Enterprise ArchitectureBPM & Workflow in the New Enterprise Architecture
BPM & Workflow in the New Enterprise ArchitectureNathaniel Palmer
 
Windowsserver2003twpppt
Windowsserver2003twppptWindowsserver2003twpppt
Windowsserver2003twppptMizuhashi Yuki
 
System Center Operations Manager (SCOM) 2007 R2 & Non Microsoft Monitoring
System Center Operations Manager (SCOM) 2007 R2 & Non Microsoft MonitoringSystem Center Operations Manager (SCOM) 2007 R2 & Non Microsoft Monitoring
System Center Operations Manager (SCOM) 2007 R2 & Non Microsoft MonitoringAmit Gatenyo
 
Opalis & Service Manager
Opalis & Service ManagerOpalis & Service Manager
Opalis & Service ManagerAmit Gatenyo
 
Migrating SOA
Migrating SOAMigrating SOA
Migrating SOACoi Xay
 
CEE Logging Standard: Today and Tomorrow
CEE Logging Standard: Today and TomorrowCEE Logging Standard: Today and Tomorrow
CEE Logging Standard: Today and TomorrowAnton Chuvakin
 
Private Cloud Platform as a Service
Private Cloud Platform as a ServicePrivate Cloud Platform as a Service
Private Cloud Platform as a ServiceJim Kaskade
 

Similar to Otrs help desk-solutions-linux-2012 (20)

Eniac – Lotus Consolidation 2009
Eniac – Lotus Consolidation   2009Eniac – Lotus Consolidation   2009
Eniac – Lotus Consolidation 2009
 
Advanced Operating System- Introduction
Advanced Operating System- IntroductionAdvanced Operating System- Introduction
Advanced Operating System- Introduction
 
Introduction to Hosting Exchange 2000
Introduction to Hosting Exchange 2000 Introduction to Hosting Exchange 2000
Introduction to Hosting Exchange 2000
 
Large Scale Deployment of SOA-P
Large Scale Deployment of SOA-PLarge Scale Deployment of SOA-P
Large Scale Deployment of SOA-P
 
DDive11 - IBM Lotus Notes Traveler
DDive11 - IBM Lotus Notes TravelerDDive11 - IBM Lotus Notes Traveler
DDive11 - IBM Lotus Notes Traveler
 
Column itsm7 improvements_savino
Column itsm7 improvements_savinoColumn itsm7 improvements_savino
Column itsm7 improvements_savino
 
Column itsm7 improvements_savino
Column itsm7 improvements_savinoColumn itsm7 improvements_savino
Column itsm7 improvements_savino
 
Understanding Microsoft Teams Security & Compliance features and plan for Gov...
Understanding Microsoft Teams Security & Compliance features and plan for Gov...Understanding Microsoft Teams Security & Compliance features and plan for Gov...
Understanding Microsoft Teams Security & Compliance features and plan for Gov...
 
Standardizing Jira Service Desk in a Decentralized Environment
Standardizing Jira Service Desk in a Decentralized EnvironmentStandardizing Jira Service Desk in a Decentralized Environment
Standardizing Jira Service Desk in a Decentralized Environment
 
Biz Nova It Project Bonus Slides
Biz Nova It Project Bonus SlidesBiz Nova It Project Bonus Slides
Biz Nova It Project Bonus Slides
 
Innovate2011 DevOps TSRM RTC
Innovate2011 DevOps TSRM RTCInnovate2011 DevOps TSRM RTC
Innovate2011 DevOps TSRM RTC
 
BPM & Workflow in the New Enterprise Architecture
BPM & Workflow in the New Enterprise ArchitectureBPM & Workflow in the New Enterprise Architecture
BPM & Workflow in the New Enterprise Architecture
 
BPM & Workflow in the New Enterprise Architecture
BPM & Workflow in the New Enterprise ArchitectureBPM & Workflow in the New Enterprise Architecture
BPM & Workflow in the New Enterprise Architecture
 
Windowsserver2003twpppt
Windowsserver2003twppptWindowsserver2003twpppt
Windowsserver2003twpppt
 
Desktop integration & ECM
Desktop integration & ECMDesktop integration & ECM
Desktop integration & ECM
 
System Center Operations Manager (SCOM) 2007 R2 & Non Microsoft Monitoring
System Center Operations Manager (SCOM) 2007 R2 & Non Microsoft MonitoringSystem Center Operations Manager (SCOM) 2007 R2 & Non Microsoft Monitoring
System Center Operations Manager (SCOM) 2007 R2 & Non Microsoft Monitoring
 
Opalis & Service Manager
Opalis & Service ManagerOpalis & Service Manager
Opalis & Service Manager
 
Migrating SOA
Migrating SOAMigrating SOA
Migrating SOA
 
CEE Logging Standard: Today and Tomorrow
CEE Logging Standard: Today and TomorrowCEE Logging Standard: Today and Tomorrow
CEE Logging Standard: Today and Tomorrow
 
Private Cloud Platform as a Service
Private Cloud Platform as a ServicePrivate Cloud Platform as a Service
Private Cloud Platform as a Service
 

More from Gonéri Le Bouder

Red Hat Ansible Lightspeed Ansible Meetup-2023-11.pdf
Red Hat Ansible Lightspeed Ansible Meetup-2023-11.pdfRed Hat Ansible Lightspeed Ansible Meetup-2023-11.pdf
Red Hat Ansible Lightspeed Ansible Meetup-2023-11.pdfGonéri Le Bouder
 
How to speed up your (API client) modules
How to speed up your (API client) modulesHow to speed up your (API client) modules
How to speed up your (API client) modulesGonéri Le Bouder
 
Virt lightning-montreal-linux-meetup-2020-02
Virt lightning-montreal-linux-meetup-2020-02Virt lightning-montreal-linux-meetup-2020-02
Virt lightning-montreal-linux-meetup-2020-02Gonéri Le Bouder
 
Ansible meetup - Québec - april 25th, 2019
Ansible meetup - Québec - april 25th, 2019Ansible meetup - Québec - april 25th, 2019
Ansible meetup - Québec - april 25th, 2019Gonéri Le Bouder
 
Montreal ansible meetup april 17th, 2019
Montreal ansible meetup   april 17th, 2019Montreal ansible meetup   april 17th, 2019
Montreal ansible meetup april 17th, 2019Gonéri Le Bouder
 
How to driver your webservices with ansible
How to driver your webservices with ansibleHow to driver your webservices with ansible
How to driver your webservices with ansibleGonéri Le Bouder
 
Distributed-CI - OpenStack Montréal - 2018-06
Distributed-CI - OpenStack Montréal - 2018-06Distributed-CI - OpenStack Montréal - 2018-06
Distributed-CI - OpenStack Montréal - 2018-06Gonéri Le Bouder
 
DCI presentation during OpenStack Montréal - 2018-06
DCI presentation during OpenStack Montréal - 2018-06DCI presentation during OpenStack Montréal - 2018-06
DCI presentation during OpenStack Montréal - 2018-06Gonéri Le Bouder
 
How to use TripleO tools for your own project
How to use TripleO tools for your own projectHow to use TripleO tools for your own project
How to use TripleO tools for your own projectGonéri Le Bouder
 
Fusioninventory journees-perl-2012
Fusioninventory journees-perl-2012Fusioninventory journees-perl-2012
Fusioninventory journees-perl-2012Gonéri Le Bouder
 
Fusioninventory openworldforum-paris-2011-september
Fusioninventory openworldforum-paris-2011-septemberFusioninventory openworldforum-paris-2011-september
Fusioninventory openworldforum-paris-2011-septemberGonéri Le Bouder
 
Linuxtag 2011-it-asset-management-glpi-fusioninventory
Linuxtag 2011-it-asset-management-glpi-fusioninventoryLinuxtag 2011-it-asset-management-glpi-fusioninventory
Linuxtag 2011-it-asset-management-glpi-fusioninventoryGonéri Le Bouder
 
High Performance Computing and Open Source & Linux Technical Excellence Sympo...
High Performance Computing and Open Source & Linux Technical Excellence Sympo...High Performance Computing and Open Source & Linux Technical Excellence Sympo...
High Performance Computing and Open Source & Linux Technical Excellence Sympo...Gonéri Le Bouder
 
Fusioninventory project FOSDEM 2011
Fusioninventory project FOSDEM 2011Fusioninventory project FOSDEM 2011
Fusioninventory project FOSDEM 2011Gonéri Le Bouder
 
Fusioninventory froscamp2010
Fusioninventory froscamp2010Fusioninventory froscamp2010
Fusioninventory froscamp2010Gonéri Le Bouder
 

More from Gonéri Le Bouder (20)

Red Hat Ansible Lightspeed Ansible Meetup-2023-11.pdf
Red Hat Ansible Lightspeed Ansible Meetup-2023-11.pdfRed Hat Ansible Lightspeed Ansible Meetup-2023-11.pdf
Red Hat Ansible Lightspeed Ansible Meetup-2023-11.pdf
 
How to speed up your (API client) modules
How to speed up your (API client) modulesHow to speed up your (API client) modules
How to speed up your (API client) modules
 
Virt lightning-montreal-linux-meetup-2020-02
Virt lightning-montreal-linux-meetup-2020-02Virt lightning-montreal-linux-meetup-2020-02
Virt lightning-montreal-linux-meetup-2020-02
 
Ansible meetup - Québec - april 25th, 2019
Ansible meetup - Québec - april 25th, 2019Ansible meetup - Québec - april 25th, 2019
Ansible meetup - Québec - april 25th, 2019
 
Montreal ansible meetup april 17th, 2019
Montreal ansible meetup   april 17th, 2019Montreal ansible meetup   april 17th, 2019
Montreal ansible meetup april 17th, 2019
 
How to driver your webservices with ansible
How to driver your webservices with ansibleHow to driver your webservices with ansible
How to driver your webservices with ansible
 
Distributed-CI - OpenStack Montréal - 2018-06
Distributed-CI - OpenStack Montréal - 2018-06Distributed-CI - OpenStack Montréal - 2018-06
Distributed-CI - OpenStack Montréal - 2018-06
 
DCI presentation during OpenStack Montréal - 2018-06
DCI presentation during OpenStack Montréal - 2018-06DCI presentation during OpenStack Montréal - 2018-06
DCI presentation during OpenStack Montréal - 2018-06
 
Python + ansible = ♥
Python + ansible = ♥Python + ansible = ♥
Python + ansible = ♥
 
How to use TripleO tools for your own project
How to use TripleO tools for your own projectHow to use TripleO tools for your own project
How to use TripleO tools for your own project
 
Fusioninventory journees-perl-2012
Fusioninventory journees-perl-2012Fusioninventory journees-perl-2012
Fusioninventory journees-perl-2012
 
Fusioninventory openworldforum-paris-2011-september
Fusioninventory openworldforum-paris-2011-septemberFusioninventory openworldforum-paris-2011-september
Fusioninventory openworldforum-paris-2011-september
 
GLPI RMLL-2011
GLPI RMLL-2011GLPI RMLL-2011
GLPI RMLL-2011
 
Fusioninventory rmll-2011
Fusioninventory rmll-2011Fusioninventory rmll-2011
Fusioninventory rmll-2011
 
Linuxtag 2011-it-asset-management-glpi-fusioninventory
Linuxtag 2011-it-asset-management-glpi-fusioninventoryLinuxtag 2011-it-asset-management-glpi-fusioninventory
Linuxtag 2011-it-asset-management-glpi-fusioninventory
 
High Performance Computing and Open Source & Linux Technical Excellence Sympo...
High Performance Computing and Open Source & Linux Technical Excellence Sympo...High Performance Computing and Open Source & Linux Technical Excellence Sympo...
High Performance Computing and Open Source & Linux Technical Excellence Sympo...
 
Fusioninventory project FOSDEM 2011
Fusioninventory project FOSDEM 2011Fusioninventory project FOSDEM 2011
Fusioninventory project FOSDEM 2011
 
Fusioninventory 2010-french
Fusioninventory 2010-frenchFusioninventory 2010-french
Fusioninventory 2010-french
 
Fusioninventory froscamp2010
Fusioninventory froscamp2010Fusioninventory froscamp2010
Fusioninventory froscamp2010
 
présentation de Debian 2
présentation de Debian 2présentation de Debian 2
présentation de Debian 2
 

Recently uploaded

Extensible Python: Robustness through Addition - PyCon 2024
Extensible Python: Robustness through Addition - PyCon 2024Extensible Python: Robustness through Addition - PyCon 2024
Extensible Python: Robustness through Addition - PyCon 2024Patrick Viafore
 
The Metaverse: Are We There Yet?
The  Metaverse:    Are   We  There  Yet?The  Metaverse:    Are   We  There  Yet?
The Metaverse: Are We There Yet?Mark Billinghurst
 
Google I/O Extended 2024 Warsaw
Google I/O Extended 2024 WarsawGoogle I/O Extended 2024 Warsaw
Google I/O Extended 2024 WarsawGDSC PJATK
 
Design Guidelines for Passkeys 2024.pptx
Design Guidelines for Passkeys 2024.pptxDesign Guidelines for Passkeys 2024.pptx
Design Guidelines for Passkeys 2024.pptxFIDO Alliance
 
Using IESVE for Room Loads Analysis - UK & Ireland
Using IESVE for Room Loads Analysis - UK & IrelandUsing IESVE for Room Loads Analysis - UK & Ireland
Using IESVE for Room Loads Analysis - UK & IrelandIES VE
 
Observability Concepts EVERY Developer Should Know (DevOpsDays Seattle)
Observability Concepts EVERY Developer Should Know (DevOpsDays Seattle)Observability Concepts EVERY Developer Should Know (DevOpsDays Seattle)
Observability Concepts EVERY Developer Should Know (DevOpsDays Seattle)Paige Cruz
 
Portal Kombat : extension du réseau de propagande russe
Portal Kombat : extension du réseau de propagande russePortal Kombat : extension du réseau de propagande russe
Portal Kombat : extension du réseau de propagande russe中 央社
 
Syngulon - Selection technology May 2024.pdf
Syngulon - Selection technology May 2024.pdfSyngulon - Selection technology May 2024.pdf
Syngulon - Selection technology May 2024.pdfSyngulon
 
“Iamnobody89757” Understanding the Mysterious of Digital Identity.pdf
“Iamnobody89757” Understanding the Mysterious of Digital Identity.pdf“Iamnobody89757” Understanding the Mysterious of Digital Identity.pdf
“Iamnobody89757” Understanding the Mysterious of Digital Identity.pdfMuhammad Subhan
 
Harnessing Passkeys in the Battle Against AI-Powered Cyber Threats.pptx
Harnessing Passkeys in the Battle Against AI-Powered Cyber Threats.pptxHarnessing Passkeys in the Battle Against AI-Powered Cyber Threats.pptx
Harnessing Passkeys in the Battle Against AI-Powered Cyber Threats.pptxFIDO Alliance
 
TopCryptoSupers 12thReport OrionX May2024
TopCryptoSupers 12thReport OrionX May2024TopCryptoSupers 12thReport OrionX May2024
TopCryptoSupers 12thReport OrionX May2024Stephen Perrenod
 
State of the Smart Building Startup Landscape 2024!
State of the Smart Building Startup Landscape 2024!State of the Smart Building Startup Landscape 2024!
State of the Smart Building Startup Landscape 2024!Memoori
 
How we scaled to 80K users by doing nothing!.pdf
How we scaled to 80K users by doing nothing!.pdfHow we scaled to 80K users by doing nothing!.pdf
How we scaled to 80K users by doing nothing!.pdfSrushith Repakula
 
WebAssembly is Key to Better LLM Performance
WebAssembly is Key to Better LLM PerformanceWebAssembly is Key to Better LLM Performance
WebAssembly is Key to Better LLM PerformanceSamy Fodil
 
Frisco Automating Purchase Orders with MuleSoft IDP- May 10th, 2024.pptx.pdf
Frisco Automating Purchase Orders with MuleSoft IDP- May 10th, 2024.pptx.pdfFrisco Automating Purchase Orders with MuleSoft IDP- May 10th, 2024.pptx.pdf
Frisco Automating Purchase Orders with MuleSoft IDP- May 10th, 2024.pptx.pdfAnubhavMangla3
 
AI mind or machine power point presentation
AI mind or machine power point presentationAI mind or machine power point presentation
AI mind or machine power point presentationyogeshlabana357357
 
Continuing Bonds Through AI: A Hermeneutic Reflection on Thanabots
Continuing Bonds Through AI: A Hermeneutic Reflection on ThanabotsContinuing Bonds Through AI: A Hermeneutic Reflection on Thanabots
Continuing Bonds Through AI: A Hermeneutic Reflection on ThanabotsLeah Henrickson
 
Long journey of Ruby Standard library at RubyKaigi 2024
Long journey of Ruby Standard library at RubyKaigi 2024Long journey of Ruby Standard library at RubyKaigi 2024
Long journey of Ruby Standard library at RubyKaigi 2024Hiroshi SHIBATA
 
How to Check CNIC Information Online with Pakdata cf
How to Check CNIC Information Online with Pakdata cfHow to Check CNIC Information Online with Pakdata cf
How to Check CNIC Information Online with Pakdata cfdanishmna97
 

Recently uploaded (20)

Extensible Python: Robustness through Addition - PyCon 2024
Extensible Python: Robustness through Addition - PyCon 2024Extensible Python: Robustness through Addition - PyCon 2024
Extensible Python: Robustness through Addition - PyCon 2024
 
The Metaverse: Are We There Yet?
The  Metaverse:    Are   We  There  Yet?The  Metaverse:    Are   We  There  Yet?
The Metaverse: Are We There Yet?
 
Google I/O Extended 2024 Warsaw
Google I/O Extended 2024 WarsawGoogle I/O Extended 2024 Warsaw
Google I/O Extended 2024 Warsaw
 
Design Guidelines for Passkeys 2024.pptx
Design Guidelines for Passkeys 2024.pptxDesign Guidelines for Passkeys 2024.pptx
Design Guidelines for Passkeys 2024.pptx
 
Using IESVE for Room Loads Analysis - UK & Ireland
Using IESVE for Room Loads Analysis - UK & IrelandUsing IESVE for Room Loads Analysis - UK & Ireland
Using IESVE for Room Loads Analysis - UK & Ireland
 
Observability Concepts EVERY Developer Should Know (DevOpsDays Seattle)
Observability Concepts EVERY Developer Should Know (DevOpsDays Seattle)Observability Concepts EVERY Developer Should Know (DevOpsDays Seattle)
Observability Concepts EVERY Developer Should Know (DevOpsDays Seattle)
 
Portal Kombat : extension du réseau de propagande russe
Portal Kombat : extension du réseau de propagande russePortal Kombat : extension du réseau de propagande russe
Portal Kombat : extension du réseau de propagande russe
 
Syngulon - Selection technology May 2024.pdf
Syngulon - Selection technology May 2024.pdfSyngulon - Selection technology May 2024.pdf
Syngulon - Selection technology May 2024.pdf
 
Overview of Hyperledger Foundation
Overview of Hyperledger FoundationOverview of Hyperledger Foundation
Overview of Hyperledger Foundation
 
“Iamnobody89757” Understanding the Mysterious of Digital Identity.pdf
“Iamnobody89757” Understanding the Mysterious of Digital Identity.pdf“Iamnobody89757” Understanding the Mysterious of Digital Identity.pdf
“Iamnobody89757” Understanding the Mysterious of Digital Identity.pdf
 
Harnessing Passkeys in the Battle Against AI-Powered Cyber Threats.pptx
Harnessing Passkeys in the Battle Against AI-Powered Cyber Threats.pptxHarnessing Passkeys in the Battle Against AI-Powered Cyber Threats.pptx
Harnessing Passkeys in the Battle Against AI-Powered Cyber Threats.pptx
 
TopCryptoSupers 12thReport OrionX May2024
TopCryptoSupers 12thReport OrionX May2024TopCryptoSupers 12thReport OrionX May2024
TopCryptoSupers 12thReport OrionX May2024
 
State of the Smart Building Startup Landscape 2024!
State of the Smart Building Startup Landscape 2024!State of the Smart Building Startup Landscape 2024!
State of the Smart Building Startup Landscape 2024!
 
How we scaled to 80K users by doing nothing!.pdf
How we scaled to 80K users by doing nothing!.pdfHow we scaled to 80K users by doing nothing!.pdf
How we scaled to 80K users by doing nothing!.pdf
 
WebAssembly is Key to Better LLM Performance
WebAssembly is Key to Better LLM PerformanceWebAssembly is Key to Better LLM Performance
WebAssembly is Key to Better LLM Performance
 
Frisco Automating Purchase Orders with MuleSoft IDP- May 10th, 2024.pptx.pdf
Frisco Automating Purchase Orders with MuleSoft IDP- May 10th, 2024.pptx.pdfFrisco Automating Purchase Orders with MuleSoft IDP- May 10th, 2024.pptx.pdf
Frisco Automating Purchase Orders with MuleSoft IDP- May 10th, 2024.pptx.pdf
 
AI mind or machine power point presentation
AI mind or machine power point presentationAI mind or machine power point presentation
AI mind or machine power point presentation
 
Continuing Bonds Through AI: A Hermeneutic Reflection on Thanabots
Continuing Bonds Through AI: A Hermeneutic Reflection on ThanabotsContinuing Bonds Through AI: A Hermeneutic Reflection on Thanabots
Continuing Bonds Through AI: A Hermeneutic Reflection on Thanabots
 
Long journey of Ruby Standard library at RubyKaigi 2024
Long journey of Ruby Standard library at RubyKaigi 2024Long journey of Ruby Standard library at RubyKaigi 2024
Long journey of Ruby Standard library at RubyKaigi 2024
 
How to Check CNIC Information Online with Pakdata cf
How to Check CNIC Information Online with Pakdata cfHow to Check CNIC Information Online with Pakdata cf
How to Check CNIC Information Online with Pakdata cf
 

Otrs help desk-solutions-linux-2012

  • 1. OTRS Help Desk and Asset Management ´ Goneri Le Bouder June 2012 Solutions Linux 2012
  • 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. Outline Help Desk? System requirements The Help Desk solution Request processing Deeper integration Service Asset and Configuration Management (ITSM) Change Management (ITSM)
  • 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. History 2001 Created by Martin Edenhofer 2002 OTRS 0.5 2003 OTRS GmbH 2007 OTRS 2.0 2010 OTRS 3.0 and OTRS::ITSM 2.0 today OTRS 3.1
  • 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. 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. 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. 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. OTRS Who use OTRS? Used World-Wide! 100 000+ corporate installation Certified partners on 3 continents
  • 11. OTRS
  • 12. Outline Help Desk? System requirements The Help Desk solution Request processing Deeper integration Service Asset and Configuration Management (ITSM) Change Management (ITSM)
  • 13. Supported OS OTRS can be used on any Operating System Linux Solaris AIX FreeBSD MacOSX Windows ...
  • 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. Authentification backend (1/3) Database the default configuration
  • 16. Authentification backend (2/3) Great LDAP integration Large collection of supported servers Advanced native LDAP interface Ability to deal with exotic configuration
  • 17. Authentification backend (3/3) But also HTTPAuth Radius Access Control List based on Email domain Easy to write or extend Auth module ...
  • 18. Conclusion OTRS is versatil use the OS, DB, Auth mechanism you need
  • 19. Outline Help Desk? System requirements The Help Desk solution Request processing Deeper integration Service Asset and Configuration Management (ITSM) Change Management (ITSM)
  • 20. Public interfaces OTRS for end-users Customer interface optimized end-user interface: Show up just what matters Email Phone call
  • 21. Public interfaces OTRS for agent Agent interface Email Phone call iPhone and Android apps
  • 22. Other system (1/2) How to deal with the monitoring Alerts notifications from other system other Tracking systems
  • 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. Conclusion OTRS is much more than a random web application
  • 25. Outline Help Desk? System requirements The Help Desk solution Request processing Deeper integration Service Asset and Configuration Management (ITSM) Change Management (ITSM)
  • 26. Ticket life cycle Common request 1. Customer input 2. Queue assignment 3. Agent process the request
  • 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. the “Agent” Agent has 1. Subscribed to one or more Queue 2. Some advanced privilege (Group and Role)
  • 29. a “Queue” Queue can have 1. some email templates 2. a specific email address 3. it’s own signature 4. sub-Queue
  • 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. Conclusion OTRS is powerful and can deal with all the common Helpdesk configuration
  • 32. Outline Help Desk? System requirements The Help Desk solution Request processing Deeper integration Service Asset and Configuration Management (ITSM) Change Management (ITSM)
  • 33. deeper integration Advanced configuration (1/4) 1. A lot of advanced settings are available 2. Dynamics Fields 3. Template tweaking
  • 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. 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. 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. Conclusion OTRS offers various ways to address very specific needs
  • 38. ITSM 6 certified processes (Pink Elephant) Incident Management Request Fulfillment Problem Management Knowledge Management Service Asset and Configuration Management Change Management
  • 39. ITSM
  • 40. Outline Help Desk? System requirements The Help Desk solution Request processing Deeper integration Service Asset and Configuration Management (ITSM) Change Management (ITSM)
  • 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. 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. 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. OTRS::ITSM import computer informations (3/4) FusionInventory Integration REST/JSON communication OTRS acts as a FusionInventory server Import software, network, computer CIs
  • 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. Conclusion OTRS has an ITIL compliant CMDB can act as a FusionInventory server to collect information from the assets
  • 47. Outline Help Desk? System requirements The Help Desk solution Request processing Deeper integration Service Asset and Configuration Management (ITSM) Change Management (ITSM)
  • 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. ITSM: Change Management (2/5) Various level of “acknowledgement” Each step has to be validated by the related manager.
  • 50. ITSM: Change Management (3/5) Getting things done “in time” The planning matters a lot.
  • 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. 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. Conclusion OTRS Change Management will help to understand impact and cost of changes secure your incoming SI changes improve communication between team ...
  • 55. Thanks Thanks! OTRS team