OTRS OTRS::ITSM 1.0 beta2 (Whitehaven Beach) Released!

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Andre Bauer
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OTRS OTRS::ITSM 1.0 beta2 (Whitehaven Beach) Released!

Post by Andre Bauer »

Dear Community Members,

+++++++++++++++++++++++++ Release Note ++++++++++++++++++++++++

We are proud to present to you the first Open Source, ITIL compliant IT service management solution - OTRS::ITSM 1.0 beta2 (Whitehaven Beach).

IT today is being asked to manage an increasingly complex environment with higher levels of service and quality. To keep critical IT services available to their users or at least reduce the downtime in case of an incident an effective incident and problem management is neccessary. But even then the complexity and continious change of todays IT Infrastructure compoments are hard to manage. That is, where configuration management and the configuration management data base (CMDB) comes into play.

The CMDBs main objectives are to provide a solid data basis for all following service management processes as well as providing accurate and up-to-date infrastructure information. This major key success factor is provided by OTRS::ITSM right from the beginning. In addition to all relevant configuration items (CI) the CMDB will also provide informations regarding their relations and interdependencies amongst each other and within the service chains.

The new OTRS::ITSM modules are capable to run under OTRS 2.2.0 which has been released in a first beta Apr.5th. Due to this fact, you will benefit from all yet known, well tested and powerful features of OTRS.


New Features added:
===================

- ITIL® compliant incident management-, problem management- and configuration
management-processes
- Integrated configuration management data base (CMDB)
- Configuration Item Life-Cycle-Management
- IT-Service-Catalog including a view on all current Agreements (SLA, OLA, UC)
- Management of CIs technical and service-related relations and interdependencies
- Proactive impact-, problem- and trend analysis respectively in advance to
configurational changes
- Software-Licensemanagement
- Logging of all configurational changes to datas stored in the CMDB
- ITIL® compliant use of roles according to the authorization concept
- Recording, classification and priorization of Incidents
- Assistance for identification and diagnosis, as well as service-recovery,
closing and incident documentation
- Activity logging and continuous monitoring and analysis of a tickets
workprogress
- Provision of relevant time datas, e. g. for Service-Level-Management
- Support for Problem-identification, recording, classification, priorization
- Assistance for Problem-diagnosis, coordination of a solution (e. g. Workaround
or Request for Change), closing and documentation as a Known Error.
- Provision of relevant informations to sub-processes: problem control, error
control and proactive problem management
- Provision of Management Information (regarding Incidents, Problems and Known
Errors)
- Constant view on current/historical Incidents based on Knowledge Base (FAQs) and
datas stored in the CMDB
- Pointed, automatic notifications to User(- groups) or the management regarding
the progress of problem solution
- and much more.

About Whitehaven Beach:
=======================

Traditionally our new releases bear the name of a famous beach. According to its unique role in the segment of IT service management solutions, OTRS::ITSM was given the name of one of the worlds most famous places to be 'Whitehaven Beach'. With a percentage of 99.7% of quartz crystal, the magnificent pure-white sand of Whitehaven Beach is what one would call 'paradise on earth'. It is located at the east coast of Whitsunday Island (Queensland, Australia) and extends to a lenght of 8 kilometers - Cool !

Download:
=========

o ftp://ftp.otrs.org/pub/otrs/itsm

(a full list of all download mirrors (ftp/http/rsync) is available at
http://otrs.org/download/)

MD5 message digest (128-bit) checksums:
=======================================

55ca6b94d367f95782bf0cf96bf5df76 otrs-itsm-1.0-beta2.tar.gz

Important for Installation:
===========================

An installation guide has been added. Please read the file: INSTALL.ITSM and follow the given instructions.

Bug Reporting:
==============
Although OTRS::ITSM 1.0 beta2 has been tested before, we appreciate your
contributions and bug reports. You, the OTRS Community, has always been an
invaluable source of helpful suggestions, fair comments and well skilled
testers to us.

Therefore a great "THX!" goes out to you!

o http://bugs.otrs.org/

((enjoy))

Hauke Jan Boettcher
Sales & Marketing Director
Prod: Ubuntu Server 16.04 / Zammad 1.2

DO NOT PM ME WITH OTRS RELATED QUESTIONS! ASK IN THE FORUMS!

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Dennis
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Joined: 16 Dec 2005, 14:40
Location: Schömberg
Contact:

Post by Dennis »

So auf dem Testsystem läuft das ganze.

1. Gibt es eine Beschreibung der neuen Funktionen? Und eine Grafik wie da was zusammenspielt?

2. Kann ich Config Items einer Location Zuordnen? Kann man Benutzer einer Location zuordnen?

3. Es war mal eine Schnittstelle zwischen Nagios 3 und OTRS angekündigt. Gibt es da schon was (alpha), wurde das Thema begraben?

Installation über den Paktemanager war jedenfalls easy, die Config Item Datenbank gefällt mir auch, vor allem ist sie gut anpassbar.

Gruß Dennis
Produktiv:
SuSE 11.2 - OTRS 2.4.7
Andre Bauer
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Posts: 2189
Joined: 08 Dec 2005, 17:01
Znuny Version: 5.0.x
Real Name: André Bauer
Company: Magix Software GmbH
Location: Dresden
Contact:

Post by Andre Bauer »

Hab selbst noch nicht ausprobiert und kann daher noch nichts dazu sagen.

Die Nagios Schnittstelle gibts im CVS aber schon...

http://cvs.otrs.org/viewcvs.cgi/Nagios/
Prod: Ubuntu Server 16.04 / Zammad 1.2

DO NOT PM ME WITH OTRS RELATED QUESTIONS! ASK IN THE FORUMS!

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