Is OTRS Helpdesk ITIL Compliant?

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Jignesh Kakka (jkakka)

13 Mar 2013 13 Mar '13

11:53 a.m.

AS per documents , I only see OTRS ITSM as ITIL Compliant. Is OTRS Helpdesk 3.1.7 also ITIL compliant ? Thanks, JIgnesh

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Steven Carr

13 Mar 13 Mar

12:02 p.m.

No, you need the ITSM components to make it ITIL compliant. On 13 March 2013 11:53, Jignesh Kakka (jkakka) wrote:

...

AS per documents , I only see OTRS ITSM as ITIL Compliant.

Is OTRS Helpdesk 3.1.7 also ITIL compliant ?

Thanks,

JIgnesh

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Leonardo Certuche

3:46 p.m.

Hello, Take a look at this link: http://www.pinkelephant.com/Templates/PinkVERIFY.aspx?id=1702&terms=otrs there you'll find only *OTRS::ITSM 2.0* On 13 March 2013 06:53, Jignesh Kakka (jkakka) wrote:

...

AS per documents , I only see OTRS ITSM as ITIL Compliant. ****

** **

Is OTRS Helpdesk 3.1.7 also ITIL compliant ?****

** **

** **

Thanks,****

JIgnesh****

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Hello, as per our research, it was certified but according to information directly from Pink Elephant the certification expired and from OTRS they informed to us that there was no interest on renewing it. Check link below http://blog.kuhn-kt.de/?p=357&cpage=1#comment-4285 Off course that doesn't mean OTRS is or will not continue being as good as it has been, just there was no renewal process of the certification. Best Regards. 2013/3/13 Leonardo Certuche

...

Hello,

Take a look at this link:

http://www.pinkelephant.com/Templates/PinkVERIFY.aspx?id=1702&terms=otrs there you'll find only *OTRS::ITSM 2.0*

On 13 March 2013 06:53, Jignesh Kakka (jkakka) wrote:

...
AS per documents , I only see OTRS ITSM as ITIL Compliant. ****

** **

Is OTRS Helpdesk 3.1.7 also ITIL compliant ?****

** **

** **

Thanks,****

JIgnesh****

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-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net

Steven Carr

8:24 p.m.

On 13 March 2013 20:07, Alvaro Cordero wrote:

...

Hello, as per our research, it was certified but according to information directly from Pink Elephant the certification expired and from OTRS they informed to us that there was no interest on renewing it.

Check link below

http://blog.kuhn-kt.de/?p=357&cpage=1#comment-4285

Off course that doesn't mean OTRS is or will not continue being as good as it has been, just there was no renewal process of the certification.

Best Regards.

Jignesh Kakka (jkakka)

14 Mar 14 Mar

8:07 p.m.

Actually till now we were using OTRS 3.1.7 which is not ITIL compliant. Since we have a new requirement to use ITIL compliant TroubleTicket System, we may need to install the ITSM package. But I am not sure if existing functionalities may work smoothly. We are using generic interface for webservices for ticket creation and using some method like creating services or customers using rpc.pl. So what would be the impact of adding this new package? Thanks, Jignesh -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Carr Sent: Thursday, March 14, 2013 1:54 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is OTRS Helpdesk ITIL Compliant? On 13 March 2013 20:07, Alvaro Cordero wrote:

...

Hello, as per our research, it was certified but according to information directly from Pink Elephant the certification expired and from OTRS they informed to us that there was no interest on renewing it.

Check link below

http://blog.kuhn-kt.de/?p=357&cpage=1#comment-4285

Off course that doesn't mean OTRS is or will not continue being as good as it has been, just there was no renewal process of the certification.

Best Regards.

Can't say I've ever head of Pink Elephant (from looking at their website they are nothing but consultants who happen to specialise in ITIL, they may have assisted with ITIL in the beginning but ITIL itself is now governed/registered/trademarked by APMG/Cabinet Office/TSO) so it's no wonder their certification did absolutely nothing for OTRS. Steve --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Steven Carr

8:46 p.m.

I would suggest for something like that you are going to need the paid expertise of OTRS to look at your existing system and work out the best way forward for you. If you have the requirement for ITIL compliance then the business will have to accept that it's going to cost them to implement it successfully. Steve On 14 March 2013 20:07, Jignesh Kakka (jkakka) wrote:

...

Actually till now we were using OTRS 3.1.7 which is not ITIL compliant. Since we have a new requirement to use ITIL compliant TroubleTicket System, we may need to install the ITSM package.

But I am not sure if existing functionalities may work smoothly. We are using generic interface for webservices for ticket creation and using some method like creating services or customers using rpc.pl. So what would be the impact of adding this new package?

Thanks, Jignesh -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Carr Sent: Thursday, March 14, 2013 1:54 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is OTRS Helpdesk ITIL Compliant?

On 13 March 2013 20:07, Alvaro Cordero wrote:

...
Hello, as per our research, it was certified but according to information directly from Pink Elephant the certification expired and from OTRS they informed to us that there was no interest on renewing it.

Check link below

http://blog.kuhn-kt.de/?p=357&cpage=1#comment-4285

Off course that doesn't mean OTRS is or will not continue being as good as it has been, just there was no renewal process of the certification.

Best Regards.

Can't say I've ever head of Pink Elephant (from looking at their website they are nothing but consultants who happen to specialise in ITIL, they may have assisted with ITIL in the beginning but ITIL itself is now governed/registered/trademarked by APMG/Cabinet Office/TSO) so it's no wonder their certification did absolutely nothing for OTRS.

Steve --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Jignesh Kakka (jkakka)

19 Mar 19 Mar

4:56 a.m.

Thanks to all for your reply. My question was only regarding ITIL compliant, meaning features that can be used for ITIL process. I was not looking for an certification. I saw ITSM providing these features , so just wanted to check how easy it would be to migrate and what would be impact of functionalities I have implemented I will try to migrate to OTRS 3.2 and will install ITSM package and record the problems if I face any Thanks, Jignesh -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Carr Sent: Friday, March 15, 2013 2:17 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is OTRS Helpdesk ITIL Compliant? I would suggest for something like that you are going to need the paid expertise of OTRS to look at your existing system and work out the best way forward for you. If you have the requirement for ITIL compliance then the business will have to accept that it's going to cost them to implement it successfully. Steve On 14 March 2013 20:07, Jignesh Kakka (jkakka) wrote:

...

Actually till now we were using OTRS 3.1.7 which is not ITIL compliant. Since we have a new requirement to use ITIL compliant TroubleTicket System, we may need to install the ITSM package.

But I am not sure if existing functionalities may work smoothly. We are using generic interface for webservices for ticket creation and using some method like creating services or customers using rpc.pl. So what would be the impact of adding this new package?

Thanks, Jignesh -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Carr Sent: Thursday, March 14, 2013 1:54 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is OTRS Helpdesk ITIL Compliant?

On 13 March 2013 20:07, Alvaro Cordero wrote:

...
Hello, as per our research, it was certified but according to information directly from Pink Elephant the certification expired and from OTRS they informed to us that there was no interest on renewing it.

Check link below

http://blog.kuhn-kt.de/?p=357&cpage=1#comment-4285

Off course that doesn't mean OTRS is or will not continue being as good as it has been, just there was no renewal process of the certification.

Best Regards.

Can't say I've ever head of Pink Elephant (from looking at their website they are nothing but consultants who happen to specialise in ITIL, they may have assisted with ITIL in the beginning but ITIL itself is now governed/registered/trademarked by APMG/Cabinet Office/TSO) so it's no wonder their certification did absolutely nothing for OTRS.

Steve --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Cyrille Bollu

15 Mar 15 Mar

8:16 a.m.

The ITSM plugin is an additional layer above OTRS; It doesn't change OTRS in great ways, but rather extends it. So, I don't believe there will be much impact on your existing setup. Sure enough, you don't have to change anything to your current setup to be able to install the ITSM package. Though, you'll probably want to change it to take advantages of the ITSM package's features. Please, also try to explain to your colleagues that there isn't such a thing as an "ITIL compliant" software. Some software, in some version, have been certified to be ITIL compliant for certain aspects of ITIL but *none of them* has ever been certified for all the ITIL aspects. BR, Cyrille Le 14/03/2013 21:07, Jignesh Kakka (jkakka) a écrit :

...

Actually till now we were using OTRS 3.1.7 which is not ITIL compliant. Since we have a new requirement to use ITIL compliant TroubleTicket System, we may need to install the ITSM package.

But I am not sure if existing functionalities may work smoothly. We are using generic interface for webservices for ticket creation and using some method like creating services or customers using rpc.pl. So what would be the impact of adding this new package?

Thanks, Jignesh -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Carr Sent: Thursday, March 14, 2013 1:54 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is OTRS Helpdesk ITIL Compliant?

On 13 March 2013 20:07, Alvaro Cordero wrote:

...
Hello, as per our research, it was certified but according to information directly from Pink Elephant the certification expired and from OTRS they informed to us that there was no interest on renewing it.

Check link below

http://blog.kuhn-kt.de/?p=357&cpage=1#comment-4285

Off course that doesn't mean OTRS is or will not continue being as good as it has been, just there was no renewal process of the certification.

Best Regards. Can't say I've ever head of Pink Elephant (from looking at their website they are nothing but consultants who happen to specialise in ITIL, they may have assisted with ITIL in the beginning but ITIL itself is now governed/registered/trademarked by APMG/Cabinet Office/TSO) so it's no wonder their certification did absolutely nothing for OTRS.

Steve --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

David Boyes

1 p.m.

...

...
Actually till now we were using OTRS 3.1.7 which is not ITIL compliant.

Remember that ITIL is not a product, it's a description of a process for handling IT-related activities. There's no such thing as a ITIL-compliant product; there's just a product that makes it easier for you to implement ITIL-described process in your organization.

...

...
But I am not sure if existing functionalities may work smoothly. We are using generic interface for webservices for ticket creation and using some method like creating services or customers using rpc.pl. So what would be the impact of adding this new package?

Adding the packages will have zero impact on the existing functions if you do not have the relevant processes implemented.

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Alvaro Cordero
Cyrille Bollu
David Boyes
Jignesh Kakka (jkakka)
Leonardo Certuche
Steven Carr