[otrs] HOWTO: Managing complex workflows ?

Hi there, Reading the OTRS::ITSM brochure published at http://www.otrs.com/fileadmin/mediafiles/Produkt/OTRS-ITSM/OTRS-ITSM-EN/Prod... found the following info: Managing complex workflows - Defined processes, guidelines and hierarchical structures have to be managed. OTRS::ITSM supports complex workflows, change and release processes and the global operation of IT infrastructure, including the secure management of business critical services. Besides the workflows available after installing ITSM packages, is there any way to actually "support complex workflows" user-defined? Any information regarding this topic is much appreciated, Leonardo Certuche