Support for OTRS ITSM

Support for OTRS ITSM serves as an extension to the regular version of OTRS Help Desk and deals with requirements and good practices included in the IInfrastructure LibraryIt is based on solutions from the third generation of ITIL, which is the latest version. ITIL is a library for recommendations of providing IT services with the highest efficiency. 

ITIL resolves problems such as




Aims at developing and using a market-driven approach. Beginning with an assessment of customer needs and the marketplace, the Service Strategy lifecycle stage determines the services that the IT organization ought to offer and what capabilities need to be developed. The ultimate goal of ITIL Service Strategy is to make the IT organization think and act in a strategic manner. 



Covers the fundamentals of designing services and processes. Based on a holistic design approach, ITIL Service Design covers five key aspects: designing the service solution, management information systems and tools, technology, processes, and measurements and metrics.  



The primary focus of the transition stage is help stakeholders make informed decisions, plan and manage changes efficiently as well as effectively and to control risks and deliver service knowledge. 



The Service Operation lifecycle ensures maintaining day-to-day services to the point that there are no issues. It includes fulfilling of user requests, resolving service failures, fixing problems, and carrying out routine operational tasks. 



The main goal of the process is to assess and improve the quality of IT services, the overall maturity of the service lifecycle and related processes. It is responsible for diagnostics, analysis and recommendations for improvement opportunities at every stage of the lifecycle. Continual Service Improvement is based on the PDCA model – Plan, Do, Check, Act.

Support for OTRS ITSM features to enhance your service delivery 

  • Incident Management 
  • Problem Management 
  • Event Management 
  • Supplier Management 
  • Service Level Management 
  • Service Catalogue Management 
  • Availability Management 
  • Configuration Management System 
  • System & Testing Validation 
  • Release & Deployment Management 
  • Knowledge Management 
  • Change Management 

Support for OTRS ITSM is a service founded on a premise that, apart from a properly established IT infrastructure and internal company organization, continuous monitoring and improvement of provided services are crucial to ensure company’s stable progress. ITSM prioritizes individual approach to each customer separately. ITSM allows managing knowledge and data, helps improve reaction time and promotes increased efficiency of employees. Through ITSM module, you can monitor tickets, keep track and analyze statistics and build a knowledge base library.

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