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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
- Branchen services
- Fachaufgaben authorization management, Change Management, ITIL (IT Infrastructure Library), process organization, Shared Services, team organization
- DV-Aufgaben Support
- Systemumgebungen organizational consulting
- Vorgehensmodell PTA project manual
- Standardsoftware und BI OTRS
Project periodProjektzeitraum10.08.2015 - 31.05.2018
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