10. 04. 2013 NetEye Blog Admin Events, Service Management

OTRS project experiences at the Open Source System Management Conference

Alessio Cuppari from DigiCamere at the Open Source System Management Conference 2013

OTRS is getting more and more popular. The Open Source based Helpdesk and IT Service Management solution automates support processes, with the common objective for company´s to improve the quality of their customer service.

Alessio Cuppari in his presentation at the Open Source System Management will highlight the experiences of the introduction of OTRS at DigiCamere. In his session scheduled for 2 pm on the 18^th of April, he will point out how OTRS helps the Service organization in assigning tickets to each of the incoming queries by streamlining service processes and improving the efficiency of the daily support workflows.

If you already know OTRS you might be interested also in the project deployment details as for example the needed customization effort and in which time frames the implementation has been realized. Another interesting aspect: how was the conformity to ITIL processes managed within the introduction process. OTRS here pretends to provide a framework that relates closely to the ITIL standard. The integrated CMDB offers predefined, extensible classes for managing CIs. This way it should be possible to assign fluently specific tickets workflows also under complex organizational circumstances. Finally what about the results at DigiCamere. Have the project objectives been achieved? Was it possible to reduce service cost and request volumes by a smoother information flow in the whole customer service process?

We´re looking forward to get answers to these and other topics on the 18^th of April.

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