type: Content of: <chapter><sect1><sect2><para>
Configuration management &amp; integrated CMDB:
Context English German State
Average resolution time in a defined period per ticket-type and priority (queue, service).
Added print function for CIs, Services, SLAs, Locations.
OTRS::ITSM 1.0 features
OTRS::ITSM 1.0 Funktionen
OTRS::ITSM 1.0 offers:
OTRS::ITSM 1.0 bringt:
ITIL compliant representation of &quot;service support&quot; processes
incident management
problem management
configuration management
an integrated, individually extensible configuration management database (CMDB)
ITIL compliant names for new functions
ITIL konforme Namen für neue Funktionen
ITIL compliant role, responsibility, and permission model
ITIL konforme Rollen, Verantwortlichkeiten und Berechtigungskonzepte
cross-process communication management: within the IT service organization, with customers/users/management and suppliers/providers
flexible stats functions for (trend) analyses; reporting, planning, and controlling based on performance figures
flexible configuration, customization, and upgrade to meet individual requirements
native ticket types are supported (integrated in OTRS): Various ticket types can be managed in the admin interface. Free-text fields are therefore no longer needed to specify ticket types. Installations using free-text fields for ticket type classification do not have to be migrated. The new feature is also shown in the ticket content and in the print view for agents and customers and can be adjusted in the agent interface.
Configuration management &amp; integrated CMDB:
Konfigurationsmanagement &amp; integrierte CMDB
OTRS::ITSM is based on an integrated configuration management data base (CMDB), which serves as the foundation for the comprehensive control of the service management processes. It represents the configuration items (CI), their complex relationships, and interdependencies with each other and with other components of the service chain.
Comprehensive recording and management of ITSM relevant configuration items (CIs) such as computers, hardware, software, networks, documents and services, SLAs, and organizational structures
Illustration of the IT service catalog and agreements in force (SLA, OLA, UC)
Recording, management, and illustration of technical and service related relationships and interdependencies among CMDB data, e.g. a service with all necessary, alternative or relevant CIs
Management of historic, current, and future CI states, e.g. for problem diagnosis, server maintenance or planned changes
Analysis of the potential impact of service failures or configuration changes
Display of virtualized IT infrastructures, e.g. server / memory virtualization
Software license management, e.g. licenses available / in use (third party products required)
Chronological life cycle management for CIs, from acquisition to disposal
Reporting of all configuration changes performed on CMDB data
Interface to company directories (e.g. LDAP, eDirectory, Active Directory)
Incident management:
Services and SLAs (integrated in OTRS): The new attributes "service" and "service level agreements (SLA)" were integrated in OTRS 2.2 on its way to becoming an IT service management tool. When creating a ticket, the customer can select a service (e.g. e-mail service) and a corresponding SLA. SLA attributes are &quot;response time&quot;, &quot;update time&quot; and &quot;solution time&quot;. IT service can use these attributes for notifications or ticket escalation in order to meet existing SLAs. Service and SLA specific information in the header of new e-mails can be analyzed as usual with the PostMaster filter module.
Comprehensive support of IT service support organization processes with incident recording, classification, prioritization, direct help (1st level support), diagnosis, coordination (2nd/3rd level support, external partners etc.), service recovery, resolution, closure and documentation
Incidents and service requests can be recorded quickly and intuitively by service desk staff and users (web self-service)


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9 months ago
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i18n/, string 174