Dear Community Members, +++++++++++++++++++++++++ Release Note ++++++++++++++++++++++++ We are proud to present to you the first Open Source, ITIL compliant IT service management solution - OTRS::ITSM 1.0 beta2 (Whitehaven Beach). IT today is being asked to manage an increasingly complex environment with higher levels of service and quality. To keep critical IT services available to their users or at least reduce the downtime in case of an incident an effective incident and problem management is neccessary. But even then the complexity and continious change of todays IT Infrastructure compoments are hard to manage. That is, where configuration management and the configuration management data base (CMDB) comes into play. The CMDBs main objectives are to provide a solid data basis for all following service management processes as well as providing accurate and up-to-date infrastructure information. This major key success factor is provided by OTRS::ITSM right from the beginning. In addition to all relevant configuration items (CI) the CMDB will also provide informations regarding their relations and interdependencies amongst each other and within the service chains. The new OTRS::ITSM modules are capable to run under OTRS 2.2.0 which has been released in a first beta Apr.5th. Due to this fact, you will benefit from all yet known, well tested and powerful features of OTRS. New Features added: =================== - ITIL® compliant incident management-, problem management- and configuration management-processes - Integrated configuration management data base (CMDB) - Configuration Item Life-Cycle-Management - IT-Service-Catalog including a view on all current Agreements (SLA, OLA, UC) - Management of CIs technical and service-related relations and interdependencies - Proactive impact-, problem- and trend analysis respectively in advance to configurational changes - Software-Licensemanagement - Logging of all configurational changes to datas stored in the CMDB - ITIL® compliant use of roles according to the authorization concept - Recording, classification and priorization of Incidents - Assistance for identification and diagnosis, as well as service-recovery, closing and incident documentation - Activity logging and continuous monitoring and analysis of a tickets workprogress - Provision of relevant time datas, e. g. for Service-Level-Management - Support for Problem-identification, recording, classification, priorization - Assistance for Problem-diagnosis, coordination of a solution (e. g. Workaround or Request for Change), closing and documentation as a Known Error. - Provision of relevant informations to sub-processes: problem control, error control and proactive problem management - Provision of Management Information (regarding Incidents, Problems and Known Errors) - Constant view on current/historical Incidents based on Knowledge Base (FAQs) and datas stored in the CMDB - Pointed, automatic notifications to User(- groups) or the management regarding the progress of problem solution - and much more. About Whitehaven Beach: ======================= Traditionally our new releases bear the name of a famous beach. According to its unique role in the segment of IT service management solutions, OTRS::ITSM was given the name of one of the worlds most famous places to be 'Whitehaven Beach'. With a percentage of 99.7% of quartz crystal, the magnificent pure-white sand of Whitehaven Beach is what one would call 'paradise on earth'. It is located at the east coast of Whitsunday Island (Queensland, Australia) and extends to a lenght of 8 kilometers - Cool ! Download: ========= o ftp://ftp.otrs.org/pub/otrs/itsm (a full list of all download mirrors (ftp/http/rsync) is available at http://otrs.org/download/) MD5 message digest (128-bit) checksums: ======================================= 55ca6b94d367f95782bf0cf96bf5df76 otrs-itsm-1.0-beta2.tar.gz Important for Installation: =========================== An installation guide has been added. Please read the file: INSTALL.ITSM and follow the given instructions. Bug Reporting: ============== Although OTRS::ITSM 1.0 beta2 has been tested before, we appreciate your contributions and bug reports. You, the OTRS Community, has always been an invaluable source of helpful suggestions, fair comments and well skilled testers to us. Therefore a great "THX!" goes out to you! o http://bugs.otrs.org/ ((enjoy)) Hauke Jan Boettcher Sales & Marketing Director ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: D - 61352 Bad Homburg Fon: +49 (0) 6172 681988 10 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success!