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OTRS::ITSM 1.2 - Basic

Copyright © 2003-2008 OTRS AG

René Bakker, Hauke Böttcher, Jens Bothe, Udo Bretz, Martin Edenhofer, Manuel Hecht, Christopher Kuhn, André Mindermann, Henning Oschwald, Thomas Raith, Stefan Rother, Burchard Steinbild, (all OTRS AG), Marco Romann, Werner Siebecke (Enterprise Consulting GmbH)

This work is copyrighted by OTRS AG.

You may copy it in whole or in part as long as the copies retain this copyright statement.

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Table of Contents
Preface
1. OTRS::ITSM - The OTRS for IT service management
1.1. Features
1.1.1. New OTRS::ITSM 1.2 features
1.1.2. New OTRS::ITSM 1.1 features
1.1.3. OTRS::ITSM 1.0 features
1.2. Hardware and software requirements
1.3. Community
1.4. Mailing lists
2. Commercial services for OTRS::ITSM
2.1. OTRS::ITSM consulting and implementation
2.2. Software development
2.3. Application support
2.4. Managed application services (ASP/SaaS)
3. Installing OTRS::ITSM
3.1. Installation
3.2. Upgrade
4. First steps in OTRS::ITSM
5. ITIL compliant service support with OTRS::ITSM
6. The CMDB - the central IT repository
6.1. The OTRS::ITSM database model
6.1.1. OTRS Framework
6.1.2. GeneralCatalog
6.1.3. ITSMCore
6.1.4. ITSMConfigurationManagement
6.1.5. ImportExport
6.2. Services, at the core of everything
6.3. Service levels and service level agreements
6.4. Configuration items
6.5. Documents and knowledge database
6.6. Changes and amendments to the data model
6.7. Ticket types and attributes
7. Service desk, incident & problem management
7.1. Ticket generation, classification and prioritization
7.2. SLA relevant time information
7.3. Allocate tickets (queues)
7.4. Change ticket data
7.5. Approvals and decisions
7.6. Generation of problem tickets from incidents
7.7. Ticket closure
7.8. Processing of service requests
8. Change Management
9. Release Management
10. Service Level Management
11. The admin area of OTRS::ITSM
11.1. The general catalog
11.2. Configurating configuration item classes
11.3. Version management of CI classes
11.4. Adjustment of ticket state
11.5. The criticality impact priority matrix
11.6. Adjustment of ticket priorities
12. Additional OTRS applications - calendar
13. OTRS::ITSM interfaces
A. GNU Free Documentation License
0. PREAMBLE
1. APPLICABILITY AND DEFINITIONS
2. VERBATIM COPYING
3. COPYING IN QUANTITY
4. MODIFICATIONS
5. COMBINING DOCUMENTS
6. COLLECTIONS OF DOCUMENTS
7. AGGREGATION WITH INDEPENDENT WORKS
8. TRANSLATION
9. TERMINATION
10. FUTURE REVISIONS OF THIS LICENSE
How to use this License for your documents
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