Oh and to be more specific...
We're an IT services and consulting organization that does both break/fix and managed services. What I'm trying to achieve is fairly broad at this point. I'm working to build a more formal structure and workflow around how we handle incoming service and problem requests as well as change management. It's basically a blank slate at this point. The all-knowing Google provides many answers to many questions but I'm wondering if anyone has filtered through some of the massive amounts of information out there and successfully applied to a SMB IT services company.
Thank you,
Jason Loven
Manager - Technical Services
Computer Associates, Inc.
36 Thurber Blvd, Smithfield RI 02917
Phone: (401)232-2600, Fax: (401)232-7778
Email: jloven@caisoft.commailto:jloven@caisoft.com
Web: http://www.caisoft.com/blocked::http://www.cainetserv.com/
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Vannini
Sent: Friday, May 28, 2010 8:59 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] ITSM configuration and best practices
Curious that a CA is using OTRS instead of its HelpDesk :D
BTW, lovja01, is quite faster to know what do you wanna achieve.
C U
MV
On Fri, May 28, 2010 at 2:50 PM, Jason B. Loven