No harm, no foul whatsoever Marco. I was not even slightly offended.

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 9:29 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] ITSM configuration and best practices

I Apologize again for the mistake, I didn't want to be offensive. I was trying to joke with a (I was thinking) an ex colleague.

For the rest, then, there will be many other people, including OTRS guys here that could well answer at your request but it is a little bit hard to start this without some fixed point such as: we need to use SLA, I need a CMDB or how states are changed in change management and so on without print a new ITSM manual or some ITIL best practice.

Having just done much damage (I hope not so much) then I leave word to other specialists and people that speak a better English :D

Thank you for your patient.

On Fri, May 28, 2010 at 3:15 PM, Jason B. Loven <jloven@caisoft.com> wrote:

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

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/

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