The ITSM plugin is an additional layer above OTRS; It doesn't change
OTRS in great ways, but rather extends it.
So, I don't believe there will be much impact on your existing setup.
Sure enough, you don't have to change anything to your current setup to
be able to install the ITSM package. Though, you'll probably want to
change it to take advantages of the ITSM package's features.
Please, also try to explain to your colleagues that there isn't such a
thing as an "ITIL compliant" software. Some software, in some version,
have been certified to be ITIL compliant for certain aspects of ITIL but
*none of them* has ever been certified for all the ITIL aspects.
BR,
Cyrille
Le 14/03/2013 21:07, Jignesh Kakka (jkakka) a écrit :
Actually till now we were using OTRS 3.1.7 which is not ITIL compliant.
Since we have a new requirement to use ITIL compliant TroubleTicket System, we
may need to install the ITSM package.
But I am not sure if existing functionalities may work smoothly.
We are using generic interface for webservices for ticket creation and using
some method like creating services or customers using rpc.pl.
So what would be the impact of adding this new package?
Thanks,
Jignesh
-----Original Message-----
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Steven
Carr
Sent: Thursday, March 14, 2013 1:54 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Is OTRS Helpdesk ITIL Compliant?
On 13 March 2013 20:07, Alvaro Cordero <alv...@gridshield.net> wrote:
Hello, as per our research, it was certified but according to
information directly from Pink Elephant the certification expired and
from OTRS they informed to us that there was no interest on renewing it.
Check link below
http://blog.kuhn-kt.de/?p=357&cpage=1#comment-4285
Off course that doesn't mean OTRS is or will not continue being as
good as it has been, just there was no renewal process of the certification.
Best Regards.
Can't say I've ever head of Pink Elephant (from looking at their website they
are nothing but consultants who happen to specialise in ITIL, they may have
assisted with ITIL in the beginning but ITIL itself is now
governed/registered/trademarked by APMG/Cabinet
Office/TSO) so it's no wonder their certification did absolutely nothing for
OTRS.
Steve
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