Blog entries by technology: otrs

08. 09. 2014 NetEye Blog Admin EriZone & OTRS

EriZone meets OTRS

Giovedì scorso avevamo la possibilità di visitare il nostro partner OTRS presso la sua sede a Bad Homburg in Germania. Una ottima occasione per scambiarsi relativamente alle nuove funzionalità di WÜRTHPHOENIX EriZone e OTRS. Grazie per la vostra ospitalità e speriamo di rivedervi presto!

Read More
08. 09. 2014 NetEye Blog Admin Uncategorized, Service Management, Uncategorized, Uncategorized

EriZone meets OTRS

Last Thursday we had the possibility to visit our partner OTRS with headquarter in Bad Homburg. A great occasion to talk about new functionalities of WÜRTHPHOENIX EriZone and OTRS. In this way: Thanks for the hospitality and see you again soon!

Read More
08. 09. 2014 NetEye Blog Admin EriZone & OTRS

EriZone meets OTRS

Am Mittwoch waren wir bei unserem Partner OTRS in Bad Homburg zu Besuch. Eine perfekte Gelegenheit um uns über die Situation am Markt und neue Funktionen von WÜRTHPHOENIX EriZone und OTRS auszutauschen. Auf diesem Weg vielen Dank für die Gastfreundschaft und die tollen Gespräche =)

Read More
02. 07. 2014 MarinovMihail Uncategorized

Incident Management und funktionelles Eskalieren mit EriZone powered by OTRS

Unternehmen welche nach ITIL Standards arbeiten, also über einen gut organisierten Service Desk mit 1st, 2nd und 3rd-Level-Support verfügen, benötigen die Möglichkeit Tickets an Spezialisten eines jeweils höheren Service-Levels weiterzuleiten (zu eskalieren). Siehe dazu Img 1

Read More
02. 07. 2014 MarinovMihail Uncategorized, Service Management, Uncategorized, Uncategorized

Incident Management and Functional Escalation with EriZone powered by OTRS

Within organizations that implement ITIL processes and have a well-defined Service Desk, second and third level support, functional escalations are required when support of a higher-level specialist is requested. (Img 1)

Read More
02. 07. 2014 MarinovMihail Uncategorized

Incident Management ed escalation funzionale con EriZone powered by OTRS

Le organizzazioni che seguono gli standard ITIL e quindi gestiscono un Service Desk che permette supporto di primo, secondo e terzo livello, devono avere la possibilità di inoltrare (escalare) un ticket ad un specialista di un livello superiore. (Img 1)

Read More
14. 05. 2014 MarinovMihail Uncategorized

Integrazione tra OTRS e OCS Inventory

OTRS è un configuration management system (CSM), compatibile con gli standard descritti in ITIL© v3, che possiede un proprio CMDB per la gestione dei configuration Items (CI) coinvolti nei processi ITIL. OTRS implementa i processi di Service Asset e Configuration Management per garantire che gli asset necessari per erogare i servizi vengano propriamente controllati e…

Read More
14. 05. 2014 MarinovMihail Asset Management, Asset Management, Asset Management, Service Management

CMDB integration between OTRS and OCS Inventory

OTRS is a configuration management system (CSM), ITIL© v3 compliant that has its own CMDB in order to manage configuration Items (CI) involved in ITIL processes. It implements the Service Asset & Configuration Management process to ensure that the assets required to deliver services are properly controlled, and that reliable information about those assets is…

Read More
14. 05. 2014 MarinovMihail Uncategorized

CMDB integration between OTRS and OCS Inventory

OTRS is a configuration management system (CSM), ITIL© v3 compliant that has its own CMDB in order to manage configuration Items (CI) involved in ITIL processes. It implements the Service Asset & Configuration Management process to ensure that the assets required to deliver services are properly controlled, and that reliable information about those assets is…

Read More
26. 02. 2014 MarinovMihail Service Management

Incident Management with EriZone/OTRS

Incident Management Process in accordance with ITIL® v3 deals with  restoring unexpectedly degraded or disrupted services (incidents) to users as quickly as possible, in order to minimize business impact. EriZone, based on OTRS, is ITIL compliant and supports fully the Incident Management process. An incident can be registered by the customers using the Self Service portal,…

Read More
26. 02. 2014 MarinovMihail Uncategorized

Incident Management with EriZone/OTRS

Incident Management Process in accordance with ITIL® v3 deals with  restoring unexpectedly degraded or disrupted services (incidents) to users as quickly as possible, in order to minimize business impact. EriZone, based on OTRS, is ITIL compliant and supports fully the Incident Management process. An incident can be registered by the customers using the Self Service portal,…

Read More
26. 02. 2014 MarinovMihail Uncategorized

Incident Management with EriZone/OTRS

Incident Management Process in accordance with ITIL® v3 deals with  restoring unexpectedly degraded or disrupted services (incidents) to users as quickly as possible, in order to minimize business impact. EriZone, based on OTRS, is ITIL compliant and supports fully the Incident Management process. An incident can be registered by the customers using the Self Service portal,…

Read More
20. 12. 2013 MarinovMihail Service Management

Request fullfilment with OTRS

OTRS is a Help Desk and ITSM system, ITIL v3 certified by Pink Elephant.   Indeed it makes available the basics for most of the ITIL Service Operation (and Transition) processes  and  combines them with a customer centric communication model.  All ITSM features are described by OTRS except how processes are defined. For this reason I…

Read More
20. 12. 2013 MarinovMihail Uncategorized

Request fullfilment with OTRS

OTRS is a Help Desk and ITSM system, ITIL v3 certified by Pink Elephant.   Indeed it makes available the basics for most of the ITIL Service Operation (and Transition) processes  and  combines them with a customer centric communication model.  All ITSM features are described by OTRS except how processes are defined. For this reason I…

Read More
20. 12. 2013 MarinovMihail Uncategorized

Request fullfilment with OTRS

OTRS is a Help Desk and ITSM system, ITIL v3 certified by Pink Elephant.   Indeed it makes available the basics for most of the ITIL Service Operation (and Transition) processes  and  combines them with a customer centric communication model.  All ITSM features are described by OTRS except how processes are defined. For this reason I…

Read More

Archive