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OTRS::ITSM 2.0 - Basic

Copyright © 2003-2009 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, Marco Romann, Werner Siebecke

This work is copyrighted by OTRS AG.

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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 2.0 features
1.1.2. New OTRS::ITSM 1.3 features
1.1.3. New OTRS::ITSM 1.2 features
1.1.4. New OTRS::ITSM 1.1 features
1.1.5. 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. ITSMChangeManagement
6.1.6. 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
8.1. Change Management Module Requirements
8.1.1. Required Expertise
8.1.2. Technical Requirements
8.2. Diagram of Change Management in OTRS::ITSM
8.3. Available User Roles
8.4. Underlying Workflow
8.5. Creating a New Change
8.5.1. Attributes of a Change
8.5.2. Category - Impact - Priority Matrix
8.5.3. Change State Machine
8.5.4. Defining Participant Roles / Persons Related to a Change
8.5.5. Linking a Change with a Request for Change
8.5.6. Defining Conditions
8.5.7. Defining Actions
8.5.8. Rescheduling (Postponing) the Start / End Time of a Change
8.6. Creating a Work Order
8.6.1. Attributes of a Work Order
8.6.2. Work Order Type
8.6.3. Work Order State Machine
8.6.4. Defining the Work Order Agent
8.6.5. Work Order Agent Report
8.6.6. Linking Work Orders to Configuration Items / Services
8.6.7. Saving a Work Order as a Template
8.6.8. Deleting a Work Order
8.7. Viewing the Content of a Change
8.8. Change Views
8.8.1. Change Overview
8.8.2. Change Schedule
8.8.3. PIR - Post Implementation Review
8.8.4. Template
8.8.5. Search
8.8.6. Change Manager
8.8.7. My Changes
8.8.8. My Work Orders
8.9. Change Management Statistics
8.9.1. Number of Changes Within a Defined Period
8.9.2. Number of Changes by Change Category
8.9.3. Number of Rejected Changes
8.9.4. Number of Withdrawn Changes
8.9.5. Ratio of Changes to Incidents
8.9.6. RFCs Per Requester
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
List of Tables
8-1. User roles
8-2. Attributes of a Change
8-3. Involved Persons
8-4. Conditions available at the Change level
8-5. Conditions available at the Work Order level
8-6. Actions available at the Change level
8-7. Actions available at the Work Order level
8-8. Attributes of a Work Order
8-9. Change Overview
8-10. Change Overview Filters
8-11. Change Schedule
8-12. PIR - Post Implementation Review
8-13. Template
8-14. Template Types
8-15. Template
8-16. Change Manager
8-17. Change Manager Filter
8-18. My Changes
8-19. My Changes Filter
8-20. My Work Orders
8-21. My Work Orders Filter
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  Preface