[otrs] Documentation on Services and Service Level Agreements?

On Jun 14, 2012, at 8:00 AM, otrs-request@otrs.org wrote:

Message: 2 Date: Thu, 14 Jun 2012 10:25:04 +0200 From: Isaac Hailperin Subject: [otrs] Documentation on Services and Service Level Agreements? To: otrs@otrs.org Message-ID: <4FD99FE0.4070000@heinlein-support.de> Content-Type: text/plain; charset=ISO-8859-1; format=flowed

Hi,

I am looking for documentation for "Services" and "Service Level Agrements". They are located under "Ticket Settings", as can be seen in http://doc.otrs.org/3.1/en/html/adminarea.html#adminarea-general

I have browsed the admin manual, but could not find any hint on what a "Service" or SLA is good for (I have an idea based on common usage of these words, but that did not quite work out in my install).

Could someone please point me at documentation on these topics? If it really does not exist, could someone give a short description?

Cheers, Isaac

I believe you want the ITSM manual: http://doc.otrs.org/itsm/2.0/en/html/ ITSM being an over-engineered, though useful, way of defining what services your IT organization/department provides and in what time-frame those services will be provided to your customers/users. My assumption has always been (and I may be way off base here as I don’t care enough to research the subject in-depth), that ITSM is intended to clarify exactly what those misunderstood and geeky IT Dudes do -- as well as being an immodest attempt by upper-management-suits to hold the IT-dudes to a certain level of accountability. You might find something useful here: http://en.wikipedia.org/wiki/IT_service_management kindest regards, Dominic