[itsm] Concepts of Queues vs. Services

Henning Oschwald henning.oschwald at otrs.com
Mon Sep 17 14:08:29 GMT 2007


On Thu, Sep 13, 2007 at 02:27:22PM +0200, Marc Gumbold wrote:
>    from an ITSM perspective the concept of Queues within OTRS has been
> used formerly to represent something like "IT Services".
> Now that we have real "IT Services" within OTRS:ITSM, what would you
> use the Queues for?

1) OTRS::ITSM is based on OTRS, which still uses queues, (yes, plain
   OTRS also supports services.)
2) Scenarios are imaginable where queues are needed for non-services
   (e.g. in companies which aren't completely ITIL-oriented.)

cheers

  Henning

-- 
Henning Oschwald
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