OTRS-ITSM 2.0 Moves Further to ITIL

Apr 29, 2010

The IT Service management module of the Open Ticket Request System (OTRS) adopts another ITIL process in version 2.0: change management.

Up to now, the OTRS-ITSM software collection supported the IT Infrastructure Library (ITIL) processes incident management, problem management, service asset and configuration management (CMDB/CMS), request fulfillment management, knowledge management and service level management. In the new version 2.0, change management was also added. The ITSM module, which requires an OTRS installation, is available for download along with the other OTRS packages as an OPM file on the OTRS AG website.

OTRS is free software under the GNU Affero General Public License that stipulates that even service programs must provide their users open source even if they aren't specifically used on the desktop. Since 2007, OTRS has made its service management via ticketing available to firms that conform with ITIL.

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