Blog Entries

22. 12. 2017 Gabriele Cecco EriZone & OTRS

An Underestimated Indicator: AccountedTime

The realization of an effective Service Desk should be considered a success.  On the other hand, the possibility of increasing efficiency is a necessary benefit for containing infrastructure costs, or for invoicing them to users with a pay-per-use model. The metrics and KPIs that we already use help us to measure service desk tasks, user… Read More

20. 12. 2017 Gabriele Cecco EriZone & OTRS

How to Integrate the EriZone Customer Database with Web Services

One of the key points in the EriZone configuration is the connection to the database that contains information on the users of the system. A database without information on users has a negative effect on the incident management process. Let’s imagine that you are a Service Desk operator who has to work on an urgent… Read More

10. 07. 2017 Gabriele Cecco EriZone & OTRS

Keeping an eye on your EriZone process tickets

Usually, during a new EriZone implementation, we are not just implementing “simple” Incident Management, but also defining processes to standardize existing procedures within the company. Investing time now in the implementation of a standardized process will pay dividends later, especially in the case of multilevel authorizations or other workflows where the ticket needs to follow… Read More

29. 06. 2017 Gabriele Cecco EriZone & OTRS

Quick Ticket Template

“Is there any way to speed up opening new tickets?” This is a typical question new EriZone customers ask during project implementation. The reason is quite obvious: If you have a large Service Desk team that is opening several hundred tickets each day, every second counts. Especially in situations where the resolution time is critical,… Read More

05. 08. 2016 Gabriele Cecco EriZone & OTRS

Process Automation with EriZone

As an EriZone consultant I stand at our customers’ side during phases of process changes. Mostly, it is not to change the fundamentals of the workflows, since the companies usually have them already clearly defined and well described in many documents. The challenge is to translate the processes by using a tool that allows to… Read More

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