[otrs-cvs] doc-itsm/en itsm.xml,1.3,1.4
CVS commits notifications of OTRS.org
cvs-log at otrs.org
Sat May 3 09:14:58 GMT 2008
Comments:
Update of /home/cvs/doc-itsm/en
In directory lancelot:/tmp/cvs-serv4693
Modified Files:
itsm.xml
Log Message:
Abbreviations were marked as such with tag <abbrev></abbrev>.
Author: cep
Index: itsm.xml
===================================================================
RCS file: /home/cvs/doc-itsm/en/itsm.xml,v
retrieving revision 1.3
retrieving revision 1.4
diff -C2 -d -r1.3 -r1.4
*** itsm.xml 3 May 2008 08:51:53 -0000 1.3
--- itsm.xml 3 May 2008 09:14:53 -0000 1.4
***************
*** 2,19 ****
<!DOCTYPE chapter PUBLIC "-//OASIS//DTD DocBook XML V4.4//EN" "http://www.oasis-open.org/docbook/xml/4.4/docbookx.dtd">
<!-- $Id$ --><chapter>
! <title>OTRS::ITSM - The OTRS for IT service management</title>
! <para>IT is expected to deliver consistently high service quality in an increasingly complex field. In this context, effective and efficient incident and problem management are indispensable. However, IT service management remains a task almost impossible if there is no consistent and up-to-date database with information about the state and configuration of the IT infrastructure. </para>
! <para>The IT Infrastructure Library®, short ITIL®, is a series of books published by the United Kingdom's Office of Government Commerce (OGC), which generically combine best practice approaches to designing, providing, operating and managing IT services. ITIL does not center the technology but the services provided by the IT and comprises information on processes, roles, responsibilities, potential problem fields/resolutions and definitions of terms.</para>
! <para>ITIL has established itself as de facto standard over the past years and its circulation in IT organizations contributed considerably to the development of a collective awareness and consistent terminology for IT service management. However, ITIL only describes "who should do what" and what should be considered along the way. In order to cover as wide a user group as possible, it does not or only rudimentarily address the issue of how to do things. Therefore, no implementable information is given for particular industries, companies or manufacturers. </para>
! <para>In December 2005, the ITIL based ISO/IEC 20000 industry standard for IT service management was published. IT organizations can apply for ISO/IEC 20000 certification and prove their conformity. </para>
! <para>The continuing boom caused demand for IT service management tools, which could represent the ITIL-based processes. So far, only proprietary solutions existed. Because of their considerable complexity, most of these tools are only affordable for large companies and effective in large IT departments.</para>
! <para>The development of OTRS::ITSM was initiated as a logical consequence of the great success of the Open Ticket Request System OTRS in order to combine the globally accepted, public ITIL recommendations with the benefits of open-source software. </para>
! <para>OTRS::ITSM 1.0 is the first real-world ITIL compliant IT service management solution on open-source basis, built on the solid fundament of over 45,000 known OTRS installations and the related active community (information dating from April 2007).</para>
! <para>Core objective of the development of OTRS::ITSM is a strong praxis orientation. This aim can be accomplished by the close development collaboration with Enterprise Consulting GmbH from Bad Homburg, which is very experienced in the practical application of ITIL. Additionally to providing ITSM consulting services and solutions, Enterprise operates complete ITIL compliant IT organizations for renowned customers. </para>
! <para>The OTRS 2.2.0 beta version was released parallelly to OTRS::ITSM 1.0 beta. The new release of the service-desk and ticket system solution OTRS forms the basis for the operation of the ITIL compliant IT service management solution OTRS::ITSM, its incident management, problem management and configuration management modules and the integrated CMDB.</para>
<para>OTRS::ITSM and OTRS are freely available (no license fees apply) and are subject to GNU General Public License (GPL).</para>
<sect1>
<title>Features</title>
! <para>OTRS::ITSM 1.0 is based on the Open Ticket Request System OTRS version 2.2 and later. All functionalities known from OTRS continue to be available and the functionalities representing ITIL processes can be installed as packages.
</para>
<para>Several improvements were effected on the core product OTRS in the course of the OTRS::ITSM development. </para>
--- 2,19 ----
<!DOCTYPE chapter PUBLIC "-//OASIS//DTD DocBook XML V4.4//EN" "http://www.oasis-open.org/docbook/xml/4.4/docbookx.dtd">
<!-- $Id$ --><chapter>
! <title>OTRS::ITSM - The OTRS for <abbrev>IT</abbrev> service management</title>
! <para>IT is expected to deliver consistently high service quality in an increasingly complex field. In this context, effective and efficient incident and problem management are indispensable. However, <abbrev>IT</abbrev> service management remains a task almost impossible if there is no consistent and up-to-date database with information about the state and configuration of the <abbrev>IT</abbrev> infrastructure. </para>
! <para>The <abbrev>IT</abbrev> Infrastructure Library®, short <abbrev>ITIL</abbrev>®, is a series of books published by the United Kingdom's Office of Government Commerce (OGC), which generically combine best practice approaches to designing, providing, operating and managing <abbrev>IT</abbrev> services. <abbrev>ITIL</abbrev> does not center the technology but the services provided by the <abbrev>IT</abbrev> and comprises information on processes, roles, responsibilities, potential problem fields/resolutions and definitions of terms.</para>
! <para><abbrev>ITIL</abbrev> has established itself as de facto standard over the past years and its circulation in <abbrev>IT</abbrev> organizations contributed considerably to the development of a collective awareness and consistent terminology for <abbrev>IT</abbrev> service management. However, <abbrev>ITIL</abbrev> only describes "who should do what" and what should be considered along the way. In order to cover as wide a user group as possible, it does not or only rudimentarily address the issue of how to do things. Therefore, no implementable information is given for particular industries, companies or manufacturers. </para>
! <para>In December 2005, the <abbrev>ITIL</abbrev> based ISO/IEC 20000 industry standard for <abbrev>IT</abbrev> service management was published. <abbrev>IT</abbrev> organizations can apply for ISO/IEC 20000 certification and prove their conformity. </para>
! <para>The continuing boom caused demand for <abbrev>IT</abbrev> service management tools, which could represent the <abbrev>ITIL</abbrev>-based processes. So far, only proprietary solutions existed. Because of their considerable complexity, most of these tools are only affordable for large companies and effective in large <abbrev>IT</abbrev> departments.</para>
! <para>The development of OTRS::ITSM was initiated as a logical consequence of the great success of the Open Ticket Request System OTRS in order to combine the globally accepted, public <abbrev>ITIL</abbrev> recommendations with the benefits of open-source software. </para>
! <para>OTRS::ITSM 1.0 is the first real-world <abbrev>ITIL</abbrev> compliant <abbrev>IT</abbrev> service management solution on open-source basis, built on the solid fundament of over 45,000 known OTRS installations and the related active community (information dating from April 2007).</para>
! <para>Core objective of the development of OTRS::ITSM is a strong praxis orientation. This aim can be accomplished by the close development collaboration with Enterprise Consulting GmbH from Bad Homburg, which is very experienced in the practical application of <abbrev>ITIL</abbrev>. Additionally to providing ITSM consulting services and solutions, Enterprise operates complete <abbrev>ITIL</abbrev> compliant <abbrev>IT</abbrev> organizations for renowned customers. </para>
! <para>The OTRS 2.2.0 beta version was released parallelly to OTRS::ITSM 1.0 beta. The new release of the service-desk and ticket system solution OTRS forms the basis for the operation of the <abbrev>ITIL</abbrev> compliant <abbrev>IT</abbrev> service management solution OTRS::ITSM, its incident management, problem management and configuration management modules and the integrated CMDB.</para>
<para>OTRS::ITSM and OTRS are freely available (no license fees apply) and are subject to GNU General Public License (GPL).</para>
<sect1>
<title>Features</title>
! <para>OTRS::ITSM 1.0 is based on the Open Ticket Request System OTRS version 2.2 and later. All functionalities known from OTRS continue to be available and the functionalities representing <abbrev>ITIL</abbrev> processes can be installed as packages.
</para>
<para>Several improvements were effected on the core product OTRS in the course of the OTRS::ITSM development. </para>
***************
*** 23,27 ****
<title>The The OTRS framework features relevant for OTRS::ITSM are:</title>
<listitem>
! <para>Services and SLAs: The new attributes <quote>service</quote> and <quote>service level agreements (SLA)</quote> 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 "response time", "update time" and "solution time". 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.</para>
</listitem>
<listitem>
--- 23,27 ----
<title>The The OTRS framework features relevant for OTRS::ITSM are:</title>
<listitem>
! <para>Services and <abbrev>SLA</abbrev>s: The new attributes <quote>service</quote> and <quote>service level agreements (<abbrev>SLA</abbrev>)</quote> were integrated in OTRS 2.2 on its way to becoming an <abbrev>IT</abbrev> service management tool. When creating a ticket, the customer can select a service (e.g. e-mail service) and a corresponding <abbrev>SLA</abbrev>. <abbrev>SLA</abbrev> attributes are "response time", "update time" and "solution time". <abbrev>IT</abbrev> service can use these attributes for notifications or ticket escalation in order to meet existing <abbrev>SLA</abbrev>s. Service and <abbrev>SLA</abbrev> specific information in the header of new e-mails can be analyzed as usual with the PostMaster filter module.</para>
</listitem>
<listitem>
***************
*** 38,42 ****
<title>OTRS::ITSM 1.0 offers:</title>
<listitem>
! <para>ITIL compliant representation of "service support" processes</para>
<itemizedlist>
<listitem>
--- 38,42 ----
<title>OTRS::ITSM 1.0 offers:</title>
<listitem>
! <para><abbrev>ITIL</abbrev> compliant representation of "service support" processes</para>
<itemizedlist>
<listitem>
***************
*** 55,65 ****
</listitem>
<listitem>
! <para>ITIL compliant names for new functions and functions contained in previous OTRS versions</para>
</listitem>
<listitem>
! <para>ITIL compliant role, responsibility and permission model</para>
</listitem>
<listitem>
! <para>cross-process communication management: within the IT service organization, with customers/users/management and suppliers/providers</para>
</listitem>
<listitem>
--- 55,65 ----
</listitem>
<listitem>
! <para><abbrev>ITIL</abbrev> compliant names for new functions and functions contained in previous OTRS versions</para>
</listitem>
<listitem>
! <para><abbrev>ITIL</abbrev> compliant role, responsibility and permission model</para>
</listitem>
<listitem>
! <para>cross-process communication management: within the <abbrev>IT</abbrev> service organization, with customers/users/management and suppliers/providers</para>
</listitem>
<listitem>
***************
*** 71,87 ****
</itemizedlist>
<para>Configuration management & integrated CMDB:</para>
! <para>OTRS::ITSM is based on an integrated configuration management data base (CMDB), which serves as the fundament 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. </para>
<itemizedlist>
<listitem>
! <para>Comprehensive recording and management of ITSM relevant configuration items (CIs) such as computers, hardware, software, networks, documents and services, SLAs and organizational structures. </para>
</listitem>
<listitem>
! <para>Illustration of the IT service catalog and agreements in force (SLA, OLA, UC)</para>
</listitem>
<listitem>
! <para>Recording, management and illustration of technical and service related relationships and interdependences among CMDB data, e.g. a service with all necessary, alternative or relevant CIs </para>
</listitem>
<listitem>
! <para>Management of historic, current and future CI states, e.g. for problem diagnosis, server maintenance or planned changes</para>
</listitem>
<listitem>
--- 71,87 ----
</itemizedlist>
<para>Configuration management & integrated CMDB:</para>
! <para>OTRS::ITSM is based on an integrated configuration management data base (CMDB), which serves as the fundament for the comprehensive control of the service management processes. It represents the configuration items (<abbrev>CI</abbrev>), their complex relationships and interdependencies with each other and with other components of the service chain. </para>
<itemizedlist>
<listitem>
! <para>Comprehensive recording and management of ITSM relevant configuration items (<abbrev>CI</abbrev>s) such as computers, hardware, software, networks, documents and services, <abbrev>SLA</abbrev>s and organizational structures. </para>
</listitem>
<listitem>
! <para>Illustration of the <abbrev>IT</abbrev> service catalog and agreements in force (<abbrev>SLA</abbrev>, <abbrev>OLA</abbrev>, <abbrev>UC</abbrev>)</para>
</listitem>
<listitem>
! <para>Recording, management and illustration of technical and service related relationships and interdependences among CMDB data, e.g. a service with all necessary, alternative or relevant <abbrev>CI</abbrev>s </para>
</listitem>
<listitem>
! <para>Management of historic, current and future <abbrev>CI</abbrev> states, e.g. for problem diagnosis, server maintenance or planned changes</para>
</listitem>
<listitem>
***************
*** 89,93 ****
</listitem>
<listitem>
! <para>Display of virtualized IT infrastructures, e.g. server / memory virtualization</para>
</listitem>
<listitem>
--- 89,93 ----
</listitem>
<listitem>
! <para>Display of virtualized <abbrev>IT</abbrev> infrastructures, e.g. server / memory virtualization</para>
</listitem>
<listitem>
***************
*** 95,99 ****
</listitem>
<listitem>
! <para>Chronological life cycle management for CIs, from acquisition to disposal</para>
</listitem>
<listitem>
--- 95,99 ----
</listitem>
<listitem>
! <para>Chronological life cycle management for <abbrev>CI</abbrev>s, from acquisition to disposal</para>
</listitem>
<listitem>
***************
*** 107,111 ****
<itemizedlist>
<listitem>
! <para>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</para>
</listitem>
<listitem>
--- 107,111 ----
<itemizedlist>
<listitem>
! <para>Comprehensive support of <abbrev>IT</abbrev> 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</para>
</listitem>
<listitem>
***************
*** 113,117 ****
</listitem>
<listitem>
! <para>Rule-based ticket generation and/or notification, e.g. in interaction with IT monitoring systems</para>
</listitem>
<listitem>
--- 113,117 ----
</listitem>
<listitem>
! <para>Rule-based ticket generation and/or notification, e.g. in interaction with <abbrev>IT</abbrev> monitoring systems</para>
</listitem>
<listitem>
***************
*** 119,123 ****
</listitem>
<listitem>
! <para>Complete CMDB coverage, e.g. services affected by the incident, configuration items concerned, FAQ database, link-up between tickets and CIs for analyses and reporting</para>
</listitem>
<listitem>
--- 119,123 ----
</listitem>
<listitem>
! <para>Complete CMDB coverage, e.g. services affected by the incident, configuration items concerned, FAQ database, link-up between tickets and <abbrev>CI</abbrev>s for analyses and reporting</para>
</listitem>
<listitem>
***************
*** 146,150 ****
<itemizedlist>
<listitem>
! <para>comprehensive support of IT organization processes in problem identification, recording, classification, prioritization, problem origin diagnosis, resolution coordination, e.g. workaround or request for change, closure and documentation</para>
</listitem>
<listitem>
--- 146,150 ----
<itemizedlist>
<listitem>
! <para>comprehensive support of <abbrev>IT</abbrev> organization processes in problem identification, recording, classification, prioritization, problem origin diagnosis, resolution coordination, e.g. workaround or request for change, closure and documentation</para>
</listitem>
<listitem>
***************
*** 178,182 ****
</listitem>
</itemizedlist>
! <para>Tickets are central information containers for IT service process management: They transport multiple possible underlying data such as:</para>
<itemizedlist>
<listitem>
--- 178,182 ----
</listitem>
</itemizedlist>
! <para>Tickets are central information containers for <abbrev>IT</abbrev> service process management: They transport multiple possible underlying data such as:</para>
<itemizedlist>
<listitem>
***************
*** 190,194 ****
</listitem>
<listitem>
! <para>associations to IT service catalog and projects</para>
</listitem>
<listitem>
--- 190,194 ----
</listitem>
<listitem>
! <para>associations to <abbrev>IT</abbrev> service catalog and projects</para>
</listitem>
<listitem>
***************
*** 196,200 ****
</listitem>
<listitem>
! <para>objects, e.g. CIs, including relations</para>
</listitem>
<listitem>
--- 196,200 ----
</listitem>
<listitem>
! <para>objects, e.g. <abbrev>CI</abbrev>s, including relations</para>
</listitem>
<listitem>
***************
*** 208,212 ****
</listitem>
<listitem>
! <para>SLA information</para>
</listitem>
<listitem>
--- 208,212 ----
</listitem>
<listitem>
! <para><abbrev>SLA</abbrev> information</para>
</listitem>
<listitem>
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