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.com
Web: http://www.caisoft.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 <jloven@caisoft.com> wrote:
So
we’ve been using OTRS for several years for our ticketing system. It’s been
working very well for us and thank you to all the hard work by the developers!
Is
there a good resource for learning how to get started in setting up ITSM in
general? I’ve read through the OTRS docs and have it installed but now I’m
trying to determine how best to implement it as far as setting up the service
catalog and various other components.
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.com
Web: http://www.caisoft.com/
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/