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OTRS/CITS – Customer Issue Tracking System
Project duration: 2 years, 10 months
Brief description
Introducing/operating a ticket system for processing support services for requests from internal and external customers, using components of the ITIL framework
Subject description
All requests from internal employees and employees of external customers regarding the processing of a service are handled using a ticket system. The processes implemented in the ticket system are based on the ITIL framework. The service processing is organized by support employees assigned to the services.
Overview
- Industries services
- Specialist tasks authorization management, Change Management, ITIL (IT Infrastructure Library), process organization, Shared Services, team organization
- DV tasks Support
- System environment organizational consulting
- Procedure model PTA project manual
- Standard software OTRS
Project period10.08.2015 - 31.05.2018
Contact
PTA GmbH Head Office
Weberstraße 2-4
D-68165 Mannheim
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