This IT project is part of our digitalization and optimization of our customers’ IT landscape. Through targeted measures, we promote technological progress, optimize cross-system processes and create a sustainable basis for future developments. Our IT reference projects serve as a basis for orientation. They support the reusability of tried and tested concepts as part of project implementation.
This is one of 4813 IT projects that we have successfully completed with our customers.How can we support you?
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.
IT project data
- Industries services
- Specialist tasks authorization management, Change Management, ITIL (IT Infrastructure Library), process organization, Shared Services, team organization
- DP tasks Support
- System environments organizational consulting
- Procedure model PTA project manual
- Standard software and BI OTRS
Project period10.08.2015 - 31.05.2018
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