Hello everyone. I know this may be a stupid question, but I didn't find any specific answer, so... I have now a standard OTRS without the ITSM features, my employees use it for our Customer Service. Since we also have an IT Department who (i think) would benefit from the structure of OTRS, i was wondering about installing the ITSM module on the same installation of Customer Service OTRS (in order to share customer database, and configurations). Can OTRS still be used as "normal" after ITSM module installations? Or the usage will be affected even for queues and services that are not IT related? Thanks in advance -- *Lynx International Srl* *Stefano Finetti* *Customer Service Manager* *http://www.lynx-international.com http://www.lynx-international.com* *Lynx International Srl is a part of AXED Group* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina Skype: *ssfinetti* Mobile: +39 348.38.58.165 -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.
Hi, 19/11/2014 12:39 - Finetti Stefano wrote:
I know this may be a stupid question, but I didn't find any specific answer, so... there are no stupid questions :)
I have now a standard OTRS without the ITSM features, my employees use it for our Customer Service.
very good.
Since we also have an IT Department who (i think) would benefit from the structure of OTRS,
usually they do benefit :)
i was wondering about installing the ITSM module on the same installation of Customer Service OTRS (in order to share customer database, and configurations).
The use of one system is mostly the best idea. But you need to think about global system settings. They are all shared. You may use some ACLs or additional add ons, which you don't use for now. For the ITSM part: ITSM does not change the queue structure or standard OTRS features. It will work fine with the modules installed. But: it makes no sense, if you do not have "IT Service Management" in your company. Some things like "Service Catalogue" "Criticality and Impact" is something you should have right now. The ITSM part (for example ITSMIncidentProblemManagement) enables the ticket type mandatory and creates Impact/Criticality and Priority Matrix (calculated priorities) and that will affect your existing system, because these settings are globally. If you can answer the following questions with yes, you may install it, if you answer these with "no" you don't need it: - I have a service catalogue (it is covered with OTRS Heldpesk without ITSM) - I need ticket types (it is covered with OTRS Heldpesk without ITSM) - I need calculated priorities - I have a definiton of priorities, impacts, criticality - I know the terms "impact" and "criticality" - I want to use CMDB - I need a change management software - I have a change management established in my company - I need reports about SLAs - ... may be more? ;) I would test the ITSM modules on a UAT or testing machine first. Then you can have a look at it, what is changed and so on. But I would not recommend to install it "just to have it" or if you say "perhaps it might be useful." If you can for sure say: "Yes, it is a must in my company" then do it. cheers -- Florian
19/11/2014 12:35 - Finetti Stefano wrote: Hello everyone. I know this may be a stupid question, but I didn't find any specific answer, so... I have now a standard OTRS without the ITSM features, my employees use it for our Customer Service. Since we also have an IT Department who (i think) would benefit from the structure of OTRS, i was wondering about installing the ITSM module on the same installation of Customer Service OTRS (in order to share customer database, and configurations). Can OTRS still be used as "normal" after ITSM module installations? Or the usage will be affected even for queues and services that are not IT related? Thanks in advance Hi, it depends on which parts of ITSM you install (you can also choose to install only individual parts, e.g. install service management but do not install CMDB). It will effect parts of the usage of OTRS. E.g. installing ITSM modules will activate type and service if they have not been activated so far and the Incident Problem Management will e.g. prepopulate ticket types. It will also create categories for SLAs and a number of other things. So in short: It will change OTRS in some ways, but depending on your configuration it does not have to influence the usage of the customer service department a lot. Another thought: Why do you want to install ITSM modules for your IT department? Did you have a close look at their functionalities? It might be, that you want to do normal request/incident/problem handling in your IT department and could also do this without the ITSM modules. --Mathias
Hi,
it depends on which parts of ITSM you install (you can also choose to install only individual parts, e.g. install service management but do not install CMDB).
It will effect parts of the usage of OTRS. E.g. installing ITSM modules will activate type and service if they have not been activated so far and the Incident Problem Management will e.g. prepopulate ticket types. It will also create categories for SLAs and a number of other things.
So in short: It will change OTRS in some ways, but depending on your configuration it does not have to influence the usage of the customer service department a lot.
Another thought: Why do you want to install ITSM modules for your IT department? Did you have a close look at their functionalities? It might be, that you want to do normal request/incident/problem handling in your IT department and could also do this without the ITSM modules.
First of all, thanks for the anwer The fact is, I'll be the IT manager of our company in a short time. Since I am the person who decided to implement OTRS into our company, I was looking for a solution that can help us not only tracking our customer problems (they are not all IT related, but also software and management related issues), but also tracking computers sold to customers AND computers and servers used by us for internal help desk reasons. I need an instrument (there is none at the moment, and this is a big issue here) to manage the hundreds of hardware items we have and the problems they can have during a normal day. Since I'll also be the person (actually, my staff) who will maintain also Helpdesk OTRS, I was wondering to put all those thing togheter and spare some time and effort, avoid data duplication. What I'll surely need on IT perspective is: - Hardware database - License Database - Incident Management (hardware replacement, internet failures, and so) - 2nd level tickets (the help desk will try to solve the problem, then will pass to my staff where they can't reach the solution) The last one could be or not related to hardware issued by us and thus present on the database. -- *Lynx International Srl* *Stefano Finetti* *Customer Service Manager* *http://www.lynx-international.com http://www.lynx-international.com* *Lynx International Srl is a part of AXED Group* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina Skype: *ssfinetti* Mobile: +39 348.38.58.165 -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.
participants (3)
-
Finetti, Stefano -
Florian Edlhuber -
Mathias Bräunling