ITIL is a set of guidelines, not a destination, and it’s as much a business process evolution as it is a technical implementation. Have you planned what the business should look like at the end of the transition? If you haven’t done that, then starting to configure the tool is wasted effort because you don’t know how you want it to work and you’ll need to redo a lot of things.
Start with the business design, and then worry about the tool. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of chandrasekar.M Sent: Friday, June 27, 2014 2:10 PM To: otrs@otrs.org Subject: [otrs] Reg : How to setup ITIL Helpdesk in otrs 3.3.7 Hi I have installed and configured OTRS 3.3.7 in CentOS6.5, Where I need some help how to setup a Helpdesk ITIL process . Help me to setup the process accordingly. Regards Chandrasekar.M
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