OTRS support for ITIL
ITSM is a service management system, working in OTRS envioriment. It is bases on solutions from third generation of ITIL, its latest version. ITIL is a library of recommendations of providing IT services with highest efficiency. ITIL resolves the main problems such as:
Continual Service Improvement
Entire system is backed on the idea, that you need not only IT infrastructure and internal company organisation, but also continuous monitoring and improvement of provided services. ITSM prioritizes individual approach to each customer separately. ITSM allows you managing knowledge and data, lets you reduce reaction time of your employees and increase their efficiency. Through ITSM module, you can monitor tickets, keep statistics, build knowledge library, about individual service and customer. Additional advantage of ITSM is Change Management system, which eliminates any losses, that would else appear in case of incompetent change introduction.