{"id":3272,"date":"2010-01-21T00:51:12","date_gmt":"2010-01-20T16:51:12","guid":{"rendered":"http:\/\/www.softwareforenterprise.us\/?p=3272"},"modified":"2022-07-20T20:33:31","modified_gmt":"2022-07-20T12:33:31","slug":"free-and-open-source-web-based-service-level-management-software-to-manage-service-catalog","status":"publish","type":"post","link":"https:\/\/www.softwareforenterprise.us\/hub\/free-and-open-source-web-based-service-level-management-software-to-manage-service-catalog\/","title":{"rendered":"Open source web based service level management software"},"content":{"rendered":"

In the previous article, I briefly mentioned why and how IT departments within organizations<\/a> should implement an IT services chargeback model.<\/p>\n

In today’s post, I’ll walk you through the implementation with the help of an open-source Service Level Management software called OTRS<\/a>.<\/p>\n

OTRS stands for Open-source Ticket Request System – an ITIL-compatible Service Desk for you to manage sales, pre-sales inquiries, IT management, help desk, and many other support services.<\/p>\n

I found out that OTRS is not just a simple Ticket Request System but rather a comprehensive solution that focuses on the entire service level management offerings.<\/p>\n

What I mean by the service level management offerings include abilities to:<\/p>\n

    \n
  1. Create an IT service catalog.<\/li>\n
  2. Attach service level agreements (SLA) to each service.<\/li>\n
  3. Allow service offerings to be transparent and made known to all users.<\/li>\n
  4. Allow users to request or respond to a particular service.<\/li>\n
  5. Allow service desk personnel to respond or escalate a service.<\/li>\n
  6. Allow a service manager to monitor all tickets from an overall perspective.<\/li>\n<\/ol>\n

    OTRS has an online demo and it is from this demo that I will attempt to show you how OTRS can fulfill the offerings stated above.<\/p>\n

    \n