On 28.05.2010, at 05:50, Jason B. Loven wrote:
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.
As Marco said already this is very hard to answer, I am afraid there is no answer :-)
If do not try to become an ISO 20000 or 20001 certified ITIL audited company I recommend to start with drawing your Service List (not catalogue :-) and the related SLAs in terms of escalation thresholds. Otherwise please consider to request Professional Services as on
www.otrs.com
In some cases you do not need a special Module to support the ITIL-Based process, right?
Basically, what are the processes that you want to have supported by the OTRS::ITSM modules?
Freundliche Grüße / Kind regards
Nils Leideck
--
Nils Leideck
Senior Consultant
nils.leideck@leidex.net
nils.leideck@otrs.com