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Benefits ITIL Best Practices Lower Total Cost of Ownership with zero license costs Reduced processing time of ITSM and Business processes Support of decentralized ITSMOrganizations 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 Revision secure History Webbased and Platform independent
Extensive IT Service Management IT Service Management (ITSM) combines all the standardized measures and good practices for IT organizations to plan, control, measure and continuously improve IT services. Crucial to providing excellent IT services are the solutions 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.
Changes to thousands of Configuration Items (CIs) must be collected, recorded and made auditable so that they are retraceable. Supporting high request volumes - An organization with several thousand employees easily reaches over 100,000 tickets and access requests to the database per year. OTRS ITSM performs efficiently at this capacity. Managing complex workflows - Defined processes, guidelines and hierarchical structures 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 disturbances of individual CIs. Open interfaces allow OTRS ITSM, in collaboration with established third party systems, to support continuous management of IT services and offer a transparent view of the current and historical status of IT infrastructure components 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 implemented; IT infrastructure components must be catalogued and managed. OTRS ITSM allows users to become productive immediately and save valuable resources. Platform - As a Web application, OTRS ITSM is universally available. OTRS ITSM can also be leveraged as Managed OTRS.
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 analyse incident causes and the initiation, approval and chronological coordination of process changes with minimal effect on ongoing business operations.
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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 the restoration. Effective support of Incident Management by an efficient knowledge-base is essential for analysis and documentation purposes. 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 agreed time.
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Software licenses
Services, SLAs, OLAs and UCs The OTRS ITSM Configuration Management Database (CMDB/CMS) allows integrated administration of objects and the relationships between them. This contributes tremendously to the analysis of causes and causal chains of incidents and allows for a quicker reconstruction of affected services. Efficient provider management is more important now than ever. OTRS ITSM supports you by making the administration of provider contacts easy and provides seamless integration into the communication process: Registration and management of CIs and their relations 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
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 Management or financial view is the main focus, there are two different conventional approaches to Inventory or Asset Management solutions.
License management (third party product) Chronological CI-Lifecycle Management Logging configuration changes to the CMDB/CMS data Connection to the organizations directory
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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)
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Accounting for compliance requests (revision security) Time recording Out-of-Office function
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Regions
North America OTRS Inc. 19925 Stevens Creek Blvd. Cupertino, CA 95014-2358 USA T: +1 415 3660178 F: +1 415 3660179 Europe OTRS AG Norsk-Data-Strae 1 61352 Bad Homburg Germany T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 OTRS AG Europaring 4 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 1377 Piso 7 Col. Insurgentes Mixcoac 03920 Mexico City Mexico T: +52 55 5524 3171 OTRS Lab, S.A. de C.V. Parque de Software, Mdulo A1, Circuito Norte 100 Parque Industrial Zapotlan 2000 49000 Ciudad Guzmn, Jalisco Mexico Asia Pacific OTRS Sdn. Bhd. A06 , Block 1B, Level 15, Plaza Sentral, Jalan Stesen Sentral 5, 50470 Kuala Lumpur, Malaysia T: + 603-9236-1118 F: + 603-2035-5568 OTRS Ltd. Rm 406, 4/F Boss Commercial Centre 28 Ferry Street, Jordon Kowloon Hong Kong T: + 852 3690 1503 Contact Email:sales@otrs.com Website: www.otrs.com
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