OTRS implementation & migration in the SAP team

At the start of the project, the requirements are recorded in the SAP team and the tool is adjusted on the basis of the requirements. To ensure a constantly high level of quality, a workflow is defined on the basis of the ITIL processes: Change Management, Problem Management, Incident Management, Request Fulfilment and Event Management. This workflow is mapped in OTRS. After completion, the current tickets are migrated from the legacy systems to the new system. Employees are also trained in how to use the new ticket system and the ITIL processes. After the transition phase, regular support is provided for agents. Furthermore, the process and ticket tool are continuously improved as part of continual service improvement.