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.
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