otrs help desk-solutions-linux-2012
DESCRIPTION
OTRS presentation during Solutions Linux 2012 meeting in Paris, France.TRANSCRIPT
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OTRS Help Desk and Asset Management
Goneri Le Bouder
June 2012
Solutions Linux 2012
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Goneri Le Bouder
About myself
I FusionInventory project co-leaderI Debian DeveloperI Work at TECLIB’, Paris, France
Asset management and Help Desk consulting(FusionInventory, GLPI, OTRS)
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Outline
Help Desk?
System requirements
The Help Desk solution
Request processing
Deeper integration
Service Asset and Configuration Management (ITSM)
Change Management (ITSM)
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Why an Help Desk software matter?
the Benefits
I central point of contact for the usersI associate request depending on the agent skillI ensure request are resolved in time (SLA)I reportingI much more
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History
2001 Created by Martin Edenhofer2002 OTRS 0.52003 OTRS GmbH2007 OTRS 2.02010 OTRS 3.0 and OTRS::ITSM 2.0
today OTRS 3.1
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OTRS
the big picture (1/2)
I an Help Desk softwarenot to confuse with a bug tracker
I an IT Service Management solution (ITSM)I ITIL V3 Best Practices
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The big picture
the big picture (2/2)
I Free Software: GNU Affero General Public License 3I Available in 33 languagesI A powerful underlying framework
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Who is behind the software (1/2)
OTRS Company
I Drives the projectI Offices in Germany, Netherlands, USA, Mexico, Hong
Kong, MalaysiaI 70 employeesI Provides consulting, software development, Support,
etc
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Who is behind the software (2/2)
The community
I QAI Specific platform supportI LocalizationsI Provides Add-On and integrationI Free support (mailing list, forums, etc)I Promotion
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OTRS
Who use OTRS?
I Used World-Wide!I 100 000+ corporate installationI Certified partners on 3 continents
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OTRS
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Outline
Help Desk?
System requirements
The Help Desk solution
Request processing
Deeper integration
Service Asset and Configuration Management (ITSM)
Change Management (ITSM)
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Supported OS
OTRS can be used on any Operating System
I LinuxI SolarisI AIXI FreeBSDI MacOSXI WindowsI ...
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Supported Database
Supported databases
I MySQL 4.1+I PostgreSQL 8.2+I Oracle 10g+I MS SQL 2005+
OTRS also has unsupprted drivers for
I IngresI IBM DB2
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Authentification backend (1/3)
Database
I the default configuration
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Authentification backend (2/3)
Great LDAP integration
I Large collection of supported serversI Advanced native LDAP interfaceI Ability to deal with exotic configuration
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Authentification backend (3/3)
But also
I HTTPAuthI RadiusI Access Control List based on Email domainI Easy to write or extend Auth moduleI ...
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Conclusion
OTRS isI versatil
use the OS, DB, Auth mechanism you need
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Outline
Help Desk?
System requirements
The Help Desk solution
Request processing
Deeper integration
Service Asset and Configuration Management (ITSM)
Change Management (ITSM)
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Public interfaces
OTRS for end-users
I Customer interfaceoptimized end-user interface: Show up just what matters
I EmailI Phone call
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Public interfaces
OTRS for agent
I Agent interfaceI EmailI Phone callI iPhone and Android apps
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Other system (1/2)
How to deal with
I the monitoring AlertsI notifications from other systemI other Tracking systems
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Other system (2/2)
OTRS offers various interfaces
I works out of the box for most of the monitoringsolutions
I Emailwith or without meta informations (X-OTRS-*)
I SOAPI REST/JSONI Internal modules
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Conclusion
OTRS isI much more than a random web application
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Outline
Help Desk?
System requirements
The Help Desk solution
Request processing
Deeper integration
Service Asset and Configuration Management (ITSM)
Change Management (ITSM)
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Ticket life cycle
Common request
1. Customer input2. Queue assignment3. Agent process the request
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the “Customer”
Customer has
1. A company and common informationphone number, etc
2. No need to know him/her, an email is enoughhelpful for a [email protected] like address
3. Some settingsLanguage, ...
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the “Agent”
Agent has
1. Subscribed to one or more Queue2. Some advanced privilege (Group and Role)
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a “Queue”
Queue can have
1. some email templates2. a specific email address3. it’s own signature4. sub-Queue
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Also
OTRS offerts
1. a well desgined tool to do the jobSimple enough for new comers
2. a lot of action can be automatede.g: All request from @foobar.com to the same agent
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Conclusion
OTRS isI powerful and can deal with all the common Helpdesk
configuration
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Outline
Help Desk?
System requirements
The Help Desk solution
Request processing
Deeper integration
Service Asset and Configuration Management (ITSM)
Change Management (ITSM)
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deeper integration
Advanced configuration (1/4)
1. A lot of advanced settings are available2. Dynamics Fields3. Template tweaking
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deeper integration (2/4)
OTRS Framework allow to do more or less anything
1. Filter some ticket based on criteria2. Collect information from another software3. etc
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deeper integration (3/4)
Not to forget
1. SMIME and GnuPG support2. define your own signature / language / template /
etc3. basic Service and SLA support at this stage
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deeper integration (4/4)
Addons
1. OTRS Corp repository: only available for OTRScustomers
2. OPAR repository: OTRS Package Archive more than 50public packages already available
Documentation and API reference to write addons isavailable.
Addons can be harmfulAn Addon changes the DB structure and existing files.
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Conclusion
OTRSI offers various ways to address very specific needs
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ITSM
6 certified processes (Pink Elephant)
I Incident ManagementI Request FulfillmentI Problem ManagementI Knowledge ManagementI Service Asset and Configuration ManagementI Change Management
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ITSM
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Outline
Help Desk?
System requirements
The Help Desk solution
Request processing
Deeper integration
Service Asset and Configuration Management (ITSM)
Change Management (ITSM)
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OTRS::ITSM import computer informations (1/4)
The CMDB
I ITIL compatibleI Ability to edit quickly Configuration Item Class
DefinitionI Connector Generic Interface, FusionInventory
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OTRS::ITSM SLA
based on ITIL incident lifecycle
Advanced SLA:various time spans
I up to 99 different calendarsI Response Time: reaction time with incidentsI Update Time: notification timeI Solution Time: time elapsed until incidents are
resolved or delivery time for service requestsI Min. Time Between Incidents
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OTRS::ITSM import computer informations (2/4)
FusionInventory Integration
I Runs on most the Operating SystemWindows, MacOSX, Linux, Solaris, AIX, BSD, HP-UX, etc
I Simple deployment with predefined configuration files
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OTRS::ITSM import computer informations (3/4)
FusionInventory Integration
I REST/JSON communicationI OTRS acts as a FusionInventory serverI Import software, network, computer CIs
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OTRS::ITSM import computer informations (4/4)
FusionInventory Integration
I In developement since decemberI Mostly ready, beta open to OTRS CustomersI Will be freely available in the future
For now, only for OTRS Customers
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Conclusion
OTRSI has an ITIL compliant CMDBI can act as a FusionInventory server to collect
information from the assets
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Outline
Help Desk?
System requirements
The Help Desk solution
Request processing
Deeper integration
Service Asset and Configuration Management (ITSM)
Change Management (ITSM)
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ITSM: Change Management (1/5)
A lot of small changes
A common SI change requires action from different team,sometime in different departement, country or company.
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ITSM: Change Management (2/5)
Various level of “acknowledgement”
Each step has to be validated by the related manager.
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ITSM: Change Management (3/5)
Getting things done “in time”
The planning matters a lot.
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ITSM: Change Management (4/5)
Example
IT Changes: new Help Desk softwareI A new server must be deployed
(heat, outlet, power, etc)I A OS must be installedI Documenation needs to be validatedI Software has to be configuredI DNS configuration changes must be operated in timeI Service has to be monitoredI Help Desk people need to get readyI ...
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ITSM: Change Management (5/5)
Drive you infrastructure changes with OTRS
I understand impact, cost, benefit and risk of proposedchanges
I Keep in touch with the teams in a global strategyReduce the background noise, give only the informationthat matters
I Split operation as work ordersI CMDB: Identify affected CII Follow step by step what has been doneI Schedule the actionsI Statistic
Changes Within a Defined Period, Changes by Category,Rejected Changes, ...
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Conclusion
OTRS Change Management will help toI understand impact and cost of changesI secure your incoming SI changesI improve communication between teamI ...
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Question?
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Thanks
Thanks!
I OTRS team