Re: [otrs] ITIL Process Evaluation

I've working with Zabbix for 2 years and it is able to address SLM and SACM ITIL processes too. 2010/12/16 Sudhir Garg

please find the tables in attachment.

------------------------------ *From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Yuan Yudistira *Sent:* 16 December 2010 15:20 *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] ITIL Process Evaluation

table format is not clear, probablt html or image

Thanks

YY ------------

On Thu, Dec 16, 2010 at 6:16 PM, Sudhir Garg wrote:

...

Dear All,

I came up with the quick search of some of the open source software's around ITIL processes.

OTRS is natural choice and top leader among the open source category as you can see this supports most of the ITIL processes.

Please let me know your feedback and alert me if you think there are more tools which I can add to this table or there are some more processes any listed open source here can support.

I also wanted to know if anyone aware about the tool which can support the Financial Management and Release Management processes of ITIL.

Please respond!!

Processes

Open Source Solution IM PM CHG SLM SACM RF KM EM CAP AVM FM OTRS þ þ þ þ þ þ þ

RT þ þ

dotProject þ þ

Savane þ þ

Liberum HelpDesk þ þ

Double Choco Latte þ þ

Zenoss þ þ þ þ þ þ OneCMDB þ

CMDBuild þ

Bcfg2 þ

Webmin þ

GroundWork Foundation þ þ þ ZABBIX þ þ þ Hyperic HQ þ þ þ Cacti þ

Nagios þ þ þ

Below is details on the abbreberiation of each processes listed in above table:

AVM = Availability Management PM = Problem Management CAP = Capacity Management CHG = Change Management RF = Request Fulfillment Management EV = Event Management SACM = Service Asset & Configuration Management FM = Financial Management IM = Incident Management SLM = Service Level Management KM = Knowledge Management

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