[otrs] Is OTRS Helpdesk ITIL Compliant?

[Jignesh Kakka (jkakka)]

AS per documents , I only see OTRS ITSM as ITIL Compliant.

 

Is OTRS Helpdesk 3.1.7 also ITIL compliant ?

 

 

Thanks,

JIgnesh

[Steven Carr]

No, you need the ITSM components to make it ITIL compliant.

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[Leonardo Certuche]

Hello,

Take a look at this link:

http://www.pinkelephant.com/Templates/PinkVERIFY.aspx?id=1702&terms=otrs there you'll find only OTRS::ITSM 2.0

[Alvaro Cordero]

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.

2013/3/13 Leonardo Certuche <leonardo...@itconsultores.com.co>

--
___________________________
Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alv...@gridshield.net
www.gridshield.net

[Steven Carr]

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

[Jignesh Kakka (jkakka)]

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

[Steven Carr]

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

[Cyrille Bollu]

The ITSM plugin is an additional layer above OTRS; It doesn't change
OTRS in great ways, but rather extends it.

So, I don't believe there will be much impact on your existing setup.

Sure enough, you don't have to change anything to your current setup to
be able to install the ITSM package. Though, you'll probably want to
change it to take advantages of the ITSM package's features.

Please, also try to explain to your colleagues that there isn't such a
thing as an "ITIL compliant" software. Some software, in some version,
have been certified to be ITIL compliant for certain aspects of ITIL but
*none of them* has ever been certified for all the ITIL aspects.

BR,

Cyrille

[David Boyes]

> > Actually till now we were using OTRS 3.1.7 which is not ITIL compliant.

Remember that ITIL is not a product, it's a description of a process for handling IT-related activities. There's no such thing as a ITIL-compliant product; there's just a product that makes it easier for you to implement ITIL-described process in your organization.

> > 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?

Adding the packages will have zero impact on the existing functions if you do not have the relevant processes implemented.

[Jignesh Kakka (jkakka)]

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