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OTRS::ITSM 1.2 - Basic
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6.2. Services, at the core of everything

Services such as "standard IT workstation", "e-mail" or "web access are IT products and should at all costs be compiled in a so called IT service catalog prior to the adoption of OTRS::ITSM. Such service catalogs are usually customer or company specific, can be structured hierarchically and should be formulated in a user friendly, i.e. easily understood, language, as they can be accessed by IT personnel (agents) and IT users (customers).

Warning

Service catalog design is a task which should not be underestimated. Our experience shows that it is highly recommendable to validate conceptual thoughts in a dry run first and transfer the service structures to OTRS::ITSM in a second step. It has proven of value to resort to external assistance, e.g. of ITIL practice experts.

Example of (part of) a hierarchic IT service catalog specified in OTRS::ITSM as shown when a ticket is created

and in the administration area.

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