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OTRS implementation & migration in the SAP team
Project duration: 10 months
Brief description
A new ticket tool (OTRS) is developed in the SAP team for an IT service provider. The new tool is implemented in coordination with the SAP team, a workflow is developed on the basis of ITIL and this is then mapped in OTRS. Employees are trained to handle the new tool and process. In addition, five customers are migrated from legacy systems to the new ticket tool.
Supplement
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.
Subject description
The customer currently uses different ticket systems. Employees therefore have to be trained in multiple systems. Additionally, it is not possible to create detailed reporting as there is no standardized set of data. The new ticket system (OTRS) is administered centrally for the company from another location. In order to create a homogeneous system landscape, the old ticket tools are to be replaced. The tool is implemented and the tickets are migrated in close coordination with the central administration.
Overview
- Industries media
- Specialist tasks Incident Management, ITIL (IT Infrastructure Library)
- DV tasks standard software launch
- System environment Internet/Intranet
- Procedure model customer standard
- Standard software OTRS
Project period01.10.2013 - 30.07.2014
Contact
PTA GmbH Head Office
Weberstraße 2-4
D-68165 Mannheim
Service
Industries
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