How To Manage An It Service Management Solution

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1 Open Technology Real Services OTRS::ITSM 3.3 IT Service Management The leading ITIL V3 compatible IT Service Management solution, used for over 130,000 OTRS Help Desk installations in 33 languages worldwide. Build on Best Practices! OTRS::ITSM is an integrated IT Service Management solution, combining the Best Practices of the IT Infrastructure Library ITIL with the tried-and-true power of OTRS, the leading Open Source Service Management Solution. OTRS::ITSM meets organizations needs for a scalable, integrated, high performance solution capable of easily administering complex processes and IT infrastructures. OTRS::ITSM is a platform-independent, flexible, quick to install, low cost and powerful solution. It is suited for small and medium businesses as well as global players. OTRS::ITSM, the freely licensed IT Service Management solution, provides superior support to service desks by implementing ITIL Best Practices: Incident Management Problem Management Change Management Request Fulfillment Management Service Asset and Configuration Management (CMDB/CMS) Knowledge Management Service Catalog Management Event Management Service Level Management 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 Web-based and platform independent Over 130,000 organizations worldwide rely on OTRS Help Desk and OTRS::ITSM as the solution for flexible IT Service Management OTRS Inc. 1

2 Flexible 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 solution s abilities to: Reduce the high percentage of administrative 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. 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. 2 nd and 3 rd level support need tools to analyze incident causes and the initiation, approval and chronological coordination of process changes with minimal effect on ongoing business operations. 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 OTRS Inc. 2

3 Focus on the most important ITIL processes The main task of the service desk in smaller organizations is to optimize solutions and the processes for incident tracking. Depending on the extent of the IT infrastructure the use of a CMDB is often unnecessary. OTRS::ITSM adds modules to OTRS Help Desk. New users start basic functions and yet remain flexible to add additional capabilities as needs become more sophisticated. Lower Resource Consumption - OTRS::ITSM is an easy-to-use, comfortable and efficient way of administering applications and users. It enables users to define workflows and adapt the solution to their organization s needs. A short adjustment period and moderate training expenses will lead to a quick amortization of the investment. Security Provided by Transparency and Control The Service Desk, also known as SPOC (single point of contact), registers, classifies, and forwards all requests according to importance to the respective units within the service organization. The primary objective of the incident management process is to restore any impaired service performance and reduce any potentially negative impact on the business. The Service Desk is responsible for a request throughout its entire processing and service desk employees determine the level of customer satisfaction. OTRS offers cross-process IT support in order to ensure your quality of service. Service Request- and Incident Management Quick task tracking via web frontend , Phone, Fax, PDA, SMS, SOAP/XML Automatic issuing and follow-up with NMS-Alerts Templates for standard tasks Integration of the PBX system (CTI) for pre-filling of input mask and direct selection Task classification via services and flexible category trees Integration of content from a knowledge base (Auto)answer snippets for recurring requests Linking, merging and splitting of tasks Master-Slave function Event-based notification Representation of tasks Full-text search Multi-client customer service capability WYSIWYG editor for formatting and integrating pictures Collective processing of multiple tasks Adjustable overviews and reliable reporting Overview of Incident states of selected services in appropriate views and front ends 2014 OTRS Inc. 3

4 Self Service for the End User Structured collection and tracking of tasks via customer web frontend Listing of all tasks in a customer organization End user access to selected content from the knowledge base Process Automation and Workflow Management Flexible display of workflows and service and release processes Automatic and manual routing of tasks by the service organization Integration with external service providers Automatic follow up mechanism in existing tasks Noise reduction of NMS alerts 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. A dashboard provides updated views of IT infrastructure components, current status and relation to other components, customers, and services. These are all managed in the Configuration Management Data Base (CMDB/CMS). This snapshot allows Incident Managers to quickly evaluate the effect of an Incident on the quality and availability of the agreed IT services. 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 OTRS Inc. 4

5 OTRS::ITSM supports your IT service team in detecting incidents before they occur. It also allows routing inevitable incidents to the problem management process and provides appropriate solutions and documentation: Proactive incident identification and prevention Continuous process support of the IT Service Organization in: Problem identification and recording Classification Resource assignment based on prioritization Problem origin diagnosis Solution coordination, e.g. Workaround or RfC Overview of all current/historic incidents Providing relevant information for the sub-processes: Problem Control Error Control Proactive Problem Management 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. Each of these solutions serves their but neither meets the high requirements of integrated and cross-process available administration of: Configuration Items (CIs and their status) Historical and current incident tickets Customers Locations 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 Resonable configuration of CI attributes for every ConfigItem class Illustration of IT services, SLA, OLAs, UCs Management of historical, current and future CI state, e.g. when diagnosing problems, maintaining servers or conducting planned changes Service failure impact analysis License management (third party product) Chronological CI-Lifecycle Management Logging configuration changes to the CMDB/CMS data Connection to the organizations directory Automatic syntax check while editing CI s 2014 OTRS Inc. 5

6 Change of attributes (such as serial number) for CIs Location and user administration for CIs Integration using the ITIL processes illustrated in the system Import/Export of the Configuration Items in as CSV or over the API Colored status of Configuration Items when disturbances occur Rule based status change for services based on CIs current status. The SOAP interface allows the integration of OTRS::ITSM with existing Inventory and/or Asset Management solutions. OTRS::ITSM is Open Source, cheaper and more flexible than proprietary solutions. Change Management: reduce risks Changes to IT Services and CIs occur daily. Possible causes are external requirements e.g. changing business processes, pursuing higher efficiency, or measures for problem solving. OTRS::ITSM supports the standardized execution of CI changes while minimizing associated risks or even avoiding potential risks completely. Only economical changes will be approved for implementation via OTRS::ITSM Auditable Change and Work Order history Status view on Changes and Work Orders Management of relevant relations between Changes, Work Orders, Tickets, Services, CIs and Knowledge articles Post Implemenation Reviews (PIR) Change Schedule Support of parallel Work Orders Time Dependencies of Work Orders 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) 2 screens for creating changes and Work Orders, one to create them from the scratch and one to create them from a template Benefits Added caching to speed up the condition action backends Added possibility to use a mirror database for change and workorder searches in Standardized acceptance, categorization, planning, approval and execution of all changes Streamlining Change Management processes by pre-authorized standard changes Process-spanning access to IT infrastructure data in the CMDB/CMS Definition and support of CABs with approvals and prioritizations Control the Quality of your Services: Performance Reporting High quality reporting forms the basis for affordable control of service quality. Due to increasing cost pressure and quality measures, no IT service organization can allow itself to provide service agreements without efficiently controlling quality and cost OTRS Inc. 6

7 OTRS::ITSM provides a wide range of predefined reports to inform administrators about First Instance Solutions, average resolution time, and CI inventory of the CMDB or availability of services. An integrated report generator enables menu controlled definition of dynamic reports to be distributed in accordance with role-based authorization. It also provides: Automatic monitoring of service quality via SLA based escalations Alert function via threshold values Dashboard Task monitoring via Watch Lists Menu controlled issuing of reports Accounting for compliance requests (revision security) Time recording Out-of-Office function Time-controlled execution, export and sending of reports System Requirements Client All common and current HTML browsers except for: Microsoft Internet Explorer versions 8 and earlier Firefox versions 3 and earlier Netscape Operating System Windows, Linux, Unix, MacOS, Fedora Core, OpenBSD, FreeBSD, AIX Webserver Apache2, Microsoft IIS Database MySQL, MS SQL Server, PostgreSQL, Oracle, DB2 Directory Services Microsoft Active Directory, Novell edirectory, OpenLDAP, Oracle Internet Directory, Sun ONE Directory, Fedora Directory Server 2014 OTRS Inc. 7

8 International Office Locations Regions North America OTRS Inc Stevens Creek Blvd. Cupertino, CA USA T: F: Europe OTRS AG Norsk-Data-Straße Bad Homburg Germany T: +49 (0) F: +49 (0) OTRS AG Bahnhofplatz 1a Straubing Germany OTRS B.V. Schipholweg XC Leiden The Netherlands T: F: Latin America OTRS S.A.de C.V. Av. Insurgentes Sur 863, Piso 7 Col. Nápoles Mexico City Mexico T: OTRS Lab, S.A. de C.V. Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan Ciudad Guzmán, Jalisco Mexico Asia Pacific OTRS Sdn. Bhd. A-32 Menara, NU, 203 Jalan Tun Sambanthan, Kuala Lumpur Malaysia T: F: OTRS Ltd. Rm 406, 4/F Boss Commercial Centre 28 Ferry Street, Jordon Kowloon Hong Kong T: Contact sales@otrs.com Website: OTRS Inc. 9