Source string Read only

type: Content of: <chapter><sect1><title>
Context English State
We want to thank you, the users and OTRS::ITSM community, in advance for any kind of aid and feedback and hope you will have fun using OTRS::ITSM.
André Mindermann, Managing Partner OTRS AG
Bad Homburg, May 2007
OTRS::ITSM - OTRS for IT service management
IT is expected to consistently deliver high service quality in an increasingly complex field. In this context, effective and efficient incident and problem management are indispensable. However, IT service management remains a task almost impossible if there is no consistent and up-to-date database with information about the state and configuration of the IT infrastructure.
The IT Infrastructure Library®, short ITIL®, is a series of books published by the United Kingdom's Office of Government Commerce (OGC), which generically combine best practice approaches to designing, providing, operating and managing IT services. ITIL does not focus on the technology but the services provided by the IT and comprises information on processes, roles, responsibilities, potential problem fields/resolutions, and definitions of terms.
ITIL has established itself as de facto standard over the past years and its circulation in IT organizations has contributed considerably to the development of a collective awareness and consistent terminology for IT service management. However, ITIL only describes &quot;who should do what&quot; and what should be considered along the way. In order to cover as wide a user group as possible, it does not or to a little extent address the issue of how to do things. Therefore, no implementable information is given for particular industries, companies, or manufacturers.
In December 2005, the ITIL based ISO/IEC 20000 industry standard for IT service management was published. IT organizations can apply for ISO/IEC 20000 certification and prove their conformity.
The continuing boom caused demand for IT service management tools, which could represent the ITIL-based processes. So far, only proprietary solutions existed. Because of their considerable complexity, most of these tools are only affordable for large companies and effective in large IT departments.
The development of OTRS::ITSM was started as a result of the great success of the OTRS framework in order to combine the globally accepted, public ITIL recommendations with the benefits of open-source software.
OTRS::ITSM 1.0 was the first real-world ITIL compliant IT service management solution on open-source basis, built on the solid basis of OTRS with its over 55,000 known OTRS installations and its community (information dating from April 2007). OTRS::ITSM is under active development and new features are added continuously.
OTRS::ITSM is practically-oriented. This was accomplished by developing it in collaboration with ITIL consultants and with some of OTRS Groups' customers.
The service-desk and ticket system solution OTRS is the basis for the ITIL compliant IT service management solution OTRS::ITSM, its incident management, problem management, service level management, change and configuration management modules, and integrated CMDB.
OTRS::ITSM and OTRS are freely available (no license fees apply) and are subject to GNU GNU GENERAL PUBLIC LICENSE (GPL).
OTRS::ITSM 6 is based on OTRS 6. All functionalities known from OTRS continue to be available and the functionalities representing ITIL processes can be installed as packages.
New OTRS::ITSM 6 features
OTRS::ITSM 6 offers:
Ported code to the OTRS 6 framework.
Added new feature for ITSMConfigurationManagement to suppress adding a new config item version for special attributes.
OTRS::ITSM 6 includes many other small bug fixes and improvements.
New OTRS::ITSM 5 features
OTRS::ITSM 5 offers:
Ported code to the OTRS 5 framework.
OTRS::ITSM 5 includes many other small bug fixes and improvements.
New OTRS::ITSM 4 features
OTRS::ITSM 4 offers:
Ported code to the OTRS 4 framework.
New powerful template engine based on <ulink url="">Template::Toolkit</ulink>
A central object manager makes creating and using global objects much easier.
This translation Translated OTRS 6/OTRS::ITSM Manual Features
The following string has the same context and source.
Translated OTRS 6/Administration Manual Features


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Source string comment
type: Content of: <chapter><sect1><title>
Source string location
String age
a year ago
Source string age
a year ago
Translation file
i18n/doc-itsm.pot, string 30