[otrs-cvs] doc-itsm/en itsm.xml,1.5,1.6
CVS commits notifications of OTRS.org
cvs-log at otrs.org
Sun May 4 16:16:10 GMT 2008
Comments:
Update of /home/cvs/doc-itsm/en
In directory lancelot:/tmp/cvs-serv10545
Modified Files:
itsm.xml
Log Message:
Adapted to version 1.1.
Author: cep
Index: itsm.xml
===================================================================
RCS file: /home/cvs/doc-itsm/en/itsm.xml,v
retrieving revision 1.5
retrieving revision 1.6
diff -C2 -d -r1.5 -r1.6
*** itsm.xml 3 May 2008 10:38:11 -0000 1.5
--- itsm.xml 4 May 2008 16:16:05 -0000 1.6
***************
*** 9,15 ****
<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>
--- 9,15 ----
<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 55,000 known OTRS installations and the related active community (information dating from April 2008).</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 version was released parallelly to OTRS::ITSM 1.0. 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>
***************
*** 19,23 ****
<para>Several improvements were effected on the core product OTRS in the course of the OTRS::ITSM development. </para>
<sect2>
! <title>New features in OTRS framework 2.2</title>
<itemizedlist>
<title>The The OTRS framework features relevant for OTRS::ITSM are:</title>
--- 19,23 ----
<para>Several improvements were effected on the core product OTRS in the course of the OTRS::ITSM development. </para>
<sect2>
! <title>Features in OTRS framework 2.2</title>
<itemizedlist>
<title>The The OTRS framework features relevant for OTRS::ITSM are:</title>
***************
*** 221,224 ****
--- 221,378 ----
</itemizedlist>
</sect2>
+ <sect2>
+ <title>OTRS::ITSM 1.1 features:</title>
+ <para>OTRS::ITSM 1.1 offers:</para>
+ <para>
+ <itemizedlist>
+ <listitem><para>Print function for <abbrev>CI</abbrev>s, service, <abbrev>SLA</abbrev>s, locations</para>
+ <itemizedlist>
+ <listitem><para>Services (for example Service)</para>
+ <itemizedlist>
+ <listitem><para>All information relevant for the Service (like in Zoom) are printed</para></listitem>
+ <listitem><para>Linked <abbrev>SLA</abbrev>s are printed as list</para></listitem>
+ </itemizedlist></listitem>
+ <listitem><para><abbrev>SLA</abbrev> (for example <abbrev>SLA</abbrev>)</para>
+ <itemizedlist>
+ <listitem><para>Detailed informations about <abbrev>SLA</abbrev> (like in Zoom)</para></listitem>
+ <listitem><para>and one line about the connected Service </para></listitem>
+ </itemizedlist></listitem>
+ <listitem><para><abbrev>CI</abbrev>s (for example <abbrev>CI</abbrev>)</para>
+ <itemizedlist>
+ <listitem><para>Detailed informations about the displayed <abbrev>CI</abbrev> version </para></listitem>
+ </itemizedlist></listitem>
+ <listitem><para>Locations (for example Location)</para>
+ <itemizedlist>
+ <listitem><para>Detailed informations about the location (like in Zoom) </para></listitem>
+ </itemizedlist></listitem>
+ <listitem><para>Printing of tickets (for example Ticket) has been adapted, too. <abbrev>ITIL</abbrev> specific data like criticality and impact are printed in unison</para></listitem>
+ </itemizedlist></listitem>
+ <listitem><para>Granular authorisation</para>
+ <para>Every ITSM package creates a corresponding group: Service/<abbrev>SLA</abbrev>, location, <abbrev>CI</abbrev>, link object. Every group can inherit the traditional OTRS access authorisation, including roll capability. This authorisationn, or roll affiliation determines the access options of an agent.</para></listitem>
+ <listitem><para>Customer/Service correlation</para>
+ <para>Every customer is offered a seledtion of available services. Services may marked as <quote>default service</quote> .</para></listitem>
+ <listitem><para>Basic statistics for tickets</para>
+ <para>This exemplary statistics are predefined:</para>
+ <itemizedlist>
+ <listitem><para>Total number of all tickets, regardless their creation date, diversified by ticket type and priority.</para></listitem>
+ <listitem><para>Total number of tickets by ticket type and state.</para></listitem>
+ <listitem><para>Total number of tickets by ticket type and queue.</para></listitem>
+ <listitem><para>Total number of tickets by ticket type and service.</para></listitem>
+ <listitem><para>Monthly review of all tickets by ticket type.</para></listitem>
+ <listitem><para>Monthly review of all tickets by ticket priority.</para></listitem>
+ <listitem><para>Monthly review of all tickets by ticket status.</para></listitem>
+ <listitem><para>Monthly review of all tickets by ticket queue.</para></listitem>
+ <listitem><para>Monthly review of all tickets by service.</para></listitem>
+ <listitem><para>Number of newly created tickets by ticket type and priority in a defined time frame.</para></listitem>
+ <listitem><para>Number of newly created tickets by ticket type and status in a defined time frame.</para></listitem>
+ <listitem><para>Number of newly created tickets by ticket type and queue in a defined time frame.</para></listitem>
+ <listitem><para>Number of newly created tickets by ticket type and service in a defined time frame.</para></listitem>
+ <listitem><para>Number of currently not solved tickets by ticket type and priority.</para></listitem>
+ <listitem><para>Number of currently not solved tickets by ticket type and queue.</para></listitem>
+ <listitem><para>Number of currently not solved tickets by ticket type and priority.</para></listitem></itemizedlist></listitem>
+ <listitem><para>Statistics of configuration items (<abbrev>CI</abbrev>)(statistic framework)</para>
+ <para>A dynamic configuration item (<abbrev>CI</abbrev>) statistic objekt is delivered, providing all data of a individual configuration items.</para>
+ <para>These exemplary statistics are provided:</para>
+ <itemizedlist>
+ <listitem><para>Total number of all configuration items by class and status, irrespective their creation date.</para></listitem>
+ <listitem><para>Monthly review of all newly created configuration items by class.</para></listitem>
+ <listitem><para>Monthly review of all newly created configuration items by status.</para></listitem>
+ <listitem><para>Number of newly created configuration items by class and status in defined time frame. </para></listitem>
+ </itemizedlist>
+ <para>The customer may define <abbrev>CI</abbrev> dynamically. This circumvents the delivery of more predefined statistics.</para></listitem>
+ <listitem><para>Statistics to evaluate ad hoc solution rate</para>
+ <para>A dynamic ticket statistic object, which calculates the number of tickets solved during first contact with customer</para>
+ <para>These predefined statistics are provided:</para>
+ <itemizedlist>
+ <listitem><para>Ratio of ad hoc solution by ticket type and priority for all tickets created anytime.</para></listitem>
+ <listitem><para>Ratio of ad hoc solution by ticket type and queue for all tickets created anytime.</para></listitem>
+ <listitem><para>Ratio of ad hoc solution by ticket type and service for all tickets created anytime.</para></listitem>
+ <listitem><para>Monthly review of ad hoc solutions by ticket type.</para></listitem>
+ <listitem><para>Monthly review of ad hoc solutions by priority.</para></listitem>
+ <listitem><para>Monthly review of ad hoc solutions by queue.</para></listitem>
+ <listitem><para>Monthly review of ad hoc solutions by service.</para></listitem>
+ <listitem><para>Ratio of ad hoc solution by ticket type and priority in defined time frame.</para></listitem>
+ <listitem><para>Ratio of ad hoc solution by ticket type and queue in defined time frame.</para></listitem>
+ <listitem><para>Ratio of ad hoc solution by ticket type and service in defined time frame.</para></listitem>
+ </itemizedlist>
+ <para>A ticket counts as ad hoc solution, if one of the following conditions is fulfilled:</para>
+ <itemizedlist>
+ <listitem><para>The agent opens a ticket by telephone call and closes it immediately within the ticket creation form.</para></listitem>
+ <listitem><para>The agent opens a ticket by email and closes it immediately within the ticket creation form.</para></listitem>
+ <listitem><para>The customer creates a ticket by email (or within the customer interface) and the agent answers (by email) and closes it immediately.</para></listitem>
+ <listitem><para>The customer creates a ticket by email (or within the customer interface) and the agent calls back, creates it and closes it immediately.</para></listitem>
+ </itemizedlist></listitem>
+ <listitem><para>Statistics about mean solution time by service and ticket type</para>
+ <para>A dynamic ticket statistic objekt, computing the average solution time of tickets is available.</para>
+ <para>These exemplary statistics are available:</para>
+ <itemizedlist>
+ <listitem><para>Average solution time by ticket type and priority spanning all tickets created whenever.</para></listitem>
+ <listitem><para>Average solution time by ticket type and queue spanning all tickets created whenever.</para></listitem>
+ <listitem><para>Average solution time by ticket type and service spanning all tickets created whenever.</para></listitem>
+ <listitem><para>Monthly review of average solution time by ticket-Typ.</para></listitem>
+ <listitem><para>Monthly review of average solution time by priority.</para></listitem>
+ <listitem><para>Monthly review of average solution time by queue.</para></listitem>
+ <listitem><para>Monthly review of average solution time by service.</para></listitem>
+ <listitem><para>Average time for solution by ticket type and priorität in defined time frame.</para></listitem>
+ <listitem><para>Average time for solution by ticket type and queue in defined time frame.</para></listitem>
+ <listitem><para>Average time for solution by ticket type and service in defined time frame. </para></listitem>
+ </itemizedlist>
+ <para>The computation of the time for the solution regards feasts. Closing and re-opening of a ticket is born in mind. A forgery of the statistic by immediate closing and re-opening of a ticket is excluded thereby.</para></listitem>
+ <listitem><para><abbrev>CI</abbrev> Search and affiliation out of ticket creation form:</para>
+ <para>Out of the ticket creation form (interface of the agent) a pop up window can be invoked, which allows the direct affiliation of the new ticket with specific <abbrev>CI</abbrev>s or existing tickets.</para>
+ <para>This form allows the selection of an object (ticket or <abbrev>CI</abbrev>) and depending on this selection an appropriate link type is selected. In the search for the object is displayed and a search action initiated. Within the search results those tickets or <abbrev>CI</abbrev>s can be marked to be connected with the new ticket. After the closing of the pop up window, the ticket processing will be done as usual.</para>
+ <para>The related objects are listed in the lower part of the ticket, sorted by object type.</para></listitem>
+ <listitem><para><abbrev>CMDB</abbrev> Import/Export (<abbrev>CSV</abbrev> and <abbrev>API</abbrev>)</para>
+ <para>The <abbrev>CMDB</abbrev> of OTRS can import initial data from <abbrev>CSV</abbrev> files, or refresh them and <abbrev>CMDB</abbrev> data can be exported to <abbrev>CSV</abbrev> files.</para>
+ <para>Every line of the <abbrev>CSV</abbrev> contains one specific <abbrev>CI</abbrev> object, and the associated data to this <abbrev>CI</abbrev> are in the corresponding columns.</para>
+ <para>Import and export are governed by <abbrev>ImEx</abbrev> definitions. These defintions define the affiliation of <abbrev>CSV</abbrev> columns with the elements of the <abbrev>CMDB</abbrev>. The creation of an <abbrev>ImEx</abbrev> definition takes place within the admin interface of OTRS. Every available element of the <abbrev>CMDB</abbrev> is associated to a column of the <abbrev>CSV</abbrev> file. The available elements of the <abbrev>CMDB</abbrev> are presented in a form, corresponding to the current <abbrev>CI</abbrev> definition. Additionally, a filter may be defined, restricting the <abbrev>CI</abbrev>s to be exported.</para>
+ <para>An arbitrary number of <abbrev>ImEx</abbrev> definitions may be stored in the system, every definition may serve as well for import as for export.</para>
+ <para>The implementation of an import (export is handled similarly) can be done interactively from the Web interface, or by a skript automatically.</para>
+ <para>In the interactive variant of the import the designated <abbrev>ImEx</abbrev> definition is selected and then the <abbrev>CSV</abbrev> file is commited. The interactive export offers the <abbrev>CSV</abbrev> file for download.</para>
+ <para>The automated import is done by invocation of a skript, with the name of the <abbrev>ImEx</abbrev> definition as parameter, and the name of the <abbrev>CSV</abbrev> file. During script based export the <abbrev>CI</abbrev> data is stored in a file, its name passed to the script.</para>
+ <para>In advance of an import or export the selected definition is checked against the current <abbrev>CI</abbrev> definition and the processing is terminated, if inconsistancies are diagnosed. During import the compatibility with restrictions of the <abbrev>CI</abbrev> definition is checked, like mandatory elements. If necessary the affected <abbrev>CI</abbrev> data set refused, the import processing as such carried on. A protocol of the import goes to the SysLog.</para>
+ <para>The <abbrev>API</abbrev> allows variants to the standardised <abbrev>CSV</abbrev> based import and export by different formats and transportation methods, like direct data base access or XML. The implementation of the <abbrev>CSV</abbrev> should be used as reference.</para>
+ <itemizedlist>
+ <listitem><para>Screenshots of import and export function:</para></listitem>
+ <listitem><para>Import/Export - administration</para></listitem>
+ <listitem><para>Import/Export - general informations</para></listitem>
+ <listitem><para>Import/Export - object informationn</para></listitem>
+ <listitem><para>Import/Export - format informations</para></listitem>
+ <listitem><para>Import/Export - mapping informations</para></listitem>
+ <listitem><para>Import/Export - search informations</para></listitem>
+ </itemizedlist></listitem>
+ <listitem><para>Structurered service <abbrev>CI</abbrev> view</para>
+ <para>An existing service view may be extended by <abbrev>SLA</abbrev>s and the linked <abbrev>CI</abbrev>s. The incident status of <abbrev>CI</abbrev>s can be displayed. The status, derived by dependencies, of services or <abbrev>CI</abbrev>s propagates appropriately.</para>
+ <para>The primary view is the existing service view (Button Service). If a service is selected by a mouse click, details of the service are displayed. This view is aumented by the line <quote>Current Incident State</quote>. This incident status s derived from the incident status dependent services and <abbrev>CI</abbrev>s.</para>
+ <para>The <quote>Current Incident State</quote> is adhered to the <abbrev>CI</abbrev>, supplying two status types:</para>
+ <itemizedlist>
+ <listitem><para>Operational</para></listitem>
+ <listitem><para>Incident </para></listitem>
+ </itemizedlist>
+ <para>Each status type can sum up an arbitrary number of stati.</para>
+ <para>The status of a <abbrev>CI</abbrev> determines the service status, processed dynamically, with one of the values:</para>
+ <itemizedlist>
+ <listitem><para>Operational (green)</para></listitem>
+ <listitem><para>Warning (yellow)</para></listitem>
+ <listitem><para>Incident (red) </para></listitem>
+ </itemizedlist>
+ <para>The Propagation of the incident state is mandated by the link type <quote>depend on</quote> of the <abbrev>CI</abbrev>s by those rules:</para>
+ <itemizedlist>
+ <listitem><para>If a <abbrev>CI</abbrev> depends on other <abbrev>CI</abbrev>s, and one of this <abbrev>CI</abbrev>s is in state <quote>Incident</quote>, the dependent <abbrev>CI</abbrev> is in state <quote>Warning</quote>.</para></listitem>
+ <listitem><para>If a service depends on <abbrev>CI</abbrev>s, and one of these <abbrev>CI</abbrev>s is in state <quote>Incident</quote>, the dependent service is in state <quote>Incident</quote>.</para></listitem>
+ <listitem><para>If a service depends on <abbrev>CI</abbrev>s, and one of these <abbrev>CI</abbrev>s are in state <quote>Warning</quote>, the dependent service is in state <quote>Warning</quote>.</para></listitem>
+ <listitem><para>If a service has subservices, and one of this child services is in state <quote>Incident</quote>, the parent service is in state <quote>Warning</quote>.</para></listitem>
+ <listitem><para>If a service has subservices, and one of these child services is in state <quote>Warning</quote>, the parent service is in state <quote>Warning</quote>. </para></listitem>
+ </itemizedlist>
+ <para>The display shows the current, corresponding status of services, subservices and <abbrev>CI</abbrev>s, respectively.</para>
+ <para>Screenshots of the service <abbrev>CI</abbrev> view:</para>
+ <itemizedlist>
+ <listitem><para><abbrev>CI</abbrev> view - direktly at the <abbrev>CI</abbrev>, its incident state is set and displayed. (green corresponds to operational, red corresponds to incident).</para></listitem>
+ <listitem><para><abbrev>CI</abbrev> list view - for each <abbrev>CI</abbrev>, its incident state is diplayed.</para></listitem>
+ <listitem><para>Service view - within the display of the services, the incident state is displayed, propagated conforming to the rules mentioned above.</para></listitem>
+ </itemizedlist></listitem>
+ </itemizedlist>
+ </para>
+ </sect2>
</sect1>
<sect1>
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