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OTRS::ITSM

OTRS::ITSM is worldwide the first open source ITIL® compliant IT service management (ITSM) solution on the market.

It is far more than a solution just supporting the service desk: With OTRS::ITSM the whole IT service organization can be adapted to match the requirements of your business processes and your IT organization can thus make an important contribution to the business success of your company. At present, OTRS::ITSM supports the ITIL processes incident management, problem management and configuration management, which are usually the first processes to be introduced in the course of ITIL initiatives. Also, OTRS::ITSM offers an integrated configuration management database (CMDB). In the CMDB, your IT infrastructure is mapped and administrated. A big advantage of the CMDB compared to simple inventory solutions is that the CMDB records relationships and interdependencies between the configuration items (CIs). Such CIs are the components of your IT infrastructure, services, SLAs, documents, organizational units, users, etc. Hence it is the central fundament of IT service management as only the CMDB provides all information about the current state of your IT infrastructure that is necessary to provide the IT services agreed upon.

http://www.otrs.com/en/tools/faq/

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