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-boun...@otrs.org [mailto:otrs-boun...@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) <jka...@cisco.com> 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-boun...@otrs.org [mailto:otrs-boun...@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 <alv...@gridshield.net> 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 --------------------------------------------------------------------- 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
