Blog Entries

02. 10. 2019 Mirko Morandini EriZone & OTRS

Integrating EriZone with Monitoring Tools

Two screens for monitoring, ticketing, event management, CRM, project management and Outlook, and at least another two screens for all the applications that you need to manage… that often seems to be the minimum for working efficiently. However, you probably don’t want your office to look like a NASA flight control room… To organize the…

Read More
25. 06. 2019 Mirko Morandini EriZone & OTRS

Kanban Boards 看板 in EriZone

These whiteboards with handdrawn swimlanes and lots of apparently randomly placed sticky notes are present nowadays in most developers’ offices. Kanban (Japanese for “signboard”) is however not just a visualization strategy. It originated as a method for production planning, first used at Toyota, and its ideas were adopted for software development 15 years ago. A…

Read More
29. 03. 2019 Mirko Morandini EriZone & OTRS

Importing and Exporting Data

A service management system collects an enormous amount of ticketing data, which often needs to be used for statistical evaluation, accounting purposes, monitoring the involvement of 3rd party companies, etc.  EriZone provides several different means to extract this data: On the web interface, you can save search results as CSV or Excel files, and then run…

Read More
28. 12. 2018 Mirko Morandini EriZone & OTRS

Tickets, Tickets, Tickets, Tickets! (or, How to Create “Good” Tickets)

Tickets, ticket tickets. Tickets tickets ticket (tickets), tickets tickets. Stop! I don’t want to paraphrase Doug Zongker’s celebrated “Chicken” paper and speech (you can find it here https://www.youtube.com/watch?v=yL_-1d9OSdk) that probably had a bigger influence to science than Hugo Ball’s Dadaism poems to culture… Ok, let’s come back to our topic! …Tickets, tickets, tickets! Of course,…

Read More
17. 12. 2018 Mirko Morandini EriZone & OTRS

I’ll show you “my Assets”!

“Alexa, please tell me all the devices assigned to me!” – This may not be a frequent request in the life of a service manager (yet). However, giving your customers visibility of the assets registered in their name is a sign of transparency, trust and good organization. But let’s start from the beginning of the…

Read More
27. 09. 2018 Mirko Morandini EriZone & OTRS

Creating Tickets from QR-Codes and Asset Numbers

You need to print some training material, but after a few pages the color printer stops and just shows some error code… so what happens next? You phone the IT department, telling them who you are and where you are, guessing which printer it is… possibly the color printer on 3rd floor of the North…

Read More
20. 06. 2018 Mirko Morandini EriZone & OTRS

Managing 3rd Level Support with EriZone

I often get asked to explain the “best way” to involve partners that provide external (3rd level) support. In IT service management, 3rd level support is commonly defined as the external providers that need to be involved when the first level support and the specialists in 2nd level support cannot provide, or are not able…

Read More
07. 02. 2018 Mirko Morandini EriZone & OTRS

Reporting, Document Management and Risk Evaluation with EriZone

EriZone is mainly used as an (IT) SM tool to manage incidents, service requests and changes, and to document the assignment and return of devices. However, a ticket system like EriZone can also support other processes – for example, those that need to provide structured documentation. In fact, many standards require reporting risks or other…

Read More
08. 01. 2018 Mirko Morandini EriZone & OTRS

Enhanced Statistics in EriZone

A service desk system such as EriZone leads users to pursue recommended processes and is thus able to gather a large amount of structured data. In addition to EriZone’s standard dynamic statistics, which can be assembled and configured by the agents themselves on the web interface by combining the data sets provided by the API,…

Read More
29. 12. 2017 Mirko Morandini EriZone & OTRS

Efficient Service Desk Configurations with EriZone

In a previous blog post, Towards Self-Adaptive Service Desk Systems, I identified three basic service desk configurations for the practical management of service requests and incidents. In this article, you will find an overview and further details about these service desk configurations, including recommendations on how to work effectively with them in EriZone. I also…

Read More
07. 07. 2017 Mirko Morandini Uncategorized

Ticket-Imports in EriZone

Servicedesk-Systeme sind in vielen IT-Abteilungen von zentraler Bedeutung für viele Arbeitsabläufe, von der Incident- und Serviceanfrage bis zu Autorisierungen und der Verwaltung interner Projekte. Daten aus diesen Systemen werden für die Fakturierung, Zeiterfassung und Kostenschätzung in ERP-Systeme eingepflegt und werden für kurz- und langfristige Statistiken benötigt. Die Tickets mit ihren Metadaten bilden zudem eine strukturierte,…

Read More
07. 07. 2017 Mirko Morandini EriZone & OTRS, EriZone & OTRS, EriZone & OTRS

Importing Tickets in EriZone

Service desk systems are of great importance to most IT departments. They are used to manage not only incidents and service requests, but also for authorizations and the management of internal projects. Moreover, data obtained from an ITSM system can be used for time accounting, invoicing and cost estimates. Finally, yet importantly, tickets and their…

Read More
07. 07. 2017 Mirko Morandini Uncategorized

Importare ticket in EriZone

I sistemi di service desk sono molto importanti per le aziende, in quanto possono essere adattabili alle richieste di qualsiasi dipartimento, dall’IT all’amministrazione, e snelliscono la gestione non solo di incident e service request ma anche il processo delle autorizzazioni e la gestione dei progetti interni. I dati forniti dal sistema ITSM possono essere utilizzati…

Read More
05. 07. 2017 Mirko Morandini Uncategorized

Towards Self-Adaptive Service Desk Systems

If you don’t work in the field of IT service management, you might suppose that a service desk, and especially an IT service desk, is something quite standard… having similar services and a similarly structured support staff structures across all companies. However, despite having (apparently) a very similar goal and trying to follow a common…

Read More
05. 07. 2017 Mirko Morandini EriZone & OTRS, EriZone & OTRS

Towards Self-Adaptive Service Desk Systems

If you don’t work in the field of IT service management, you might suppose that a service desk, and especially an IT service desk, is something quite standard… having similar services and a similarly structured support staff structures across all companies. However, despite having (apparently) a very similar goal and trying to follow a common…

Read More

Archive