OTRS is a IT service management tool and thus it comes up very quickly that bigger companies as for compliance to some standards. One of the common service management standards is ITIL. We have to separate OTRS commercial and OTRS community edition.
Is OTRS commercial version ITIL compliant?
Yes it is but as in all cases which are depending on laws/rules also here it depends. You should contact a commercial support who is able to manage ITIL processes, to get more details on this
Is OTRS community edition ITIL compliant?
As of end 2020 OTRS is only available in the community edition as version 6.x. And as of Serview the version 6.0.4 is compliant to ITIL to this processes and practices:
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management
- Change Management
- Service Asset and Configuration Management
- Knowledge Management
- Service Catalogue Management
- Service Level Management
- IT Service Continuity Management
- Information Security Management
- Service Reporting
This implies, that the commercial v6.0.4 is also ITIL compliant and thus all later versions too.
Do you need help with Znuny / OTRS?
We have lot of experiences with OTRS and Znuny.
We can help you with your issues to solve them.
From giving you support up to implementing integrations to your existing systems.
Get in touch with us and we will check if and how we can help you.