希望大家能进一步了解OTRS
ToolList ofRequirements not met/ or partially met/ or met with restrictionsStrongestpointsMost CriticalPointsFunctionalEvaluationTechnicalevaluationIntegrationwith 3rd party toolsTool RoadmapLegacy/continuityLook&FeelEstimated Cost*Travel Expenses excludedRecommendation/ Scope of ProjectComments OTRS#No Change Management
# No Request Fulfillment
# Not easy to create/ manage workflows
# No import/ Export functions
# Cannot put tickets on hold to stop SLA clocks
# No nested Structure for Support Groups
# Status changes for incidents do not follow pre-determined workflow
# Very difficult to make modifications to the Tool code due to PERL.
# Tool does not run on Windows Server
# Tool does not run on SQL server
#Freeware
# Expertise stay in Barcelona with the tool Expert
# Low training cost: Application is very easy to use
# Consistent with ITIL#Tool has never been used in MEV environment
# No Change Management
# Not possible to create/manage workflows
# No import/ Export functions
# Very difficult to make modifications to the Tool code in PERL.
# Tool does not run on Windows Server and SQL server
# Look&Feel is minimal and Tool looks very basic
# OTRS AG did not prove very supportive so far, and are not answering anymore questions if not paid
# The modifications and support will have a big impact in term of workloadfor MEV tool expertAlthoughOTRS is ITIL compliant, the functionalities OTRS offers are very basic, andnot well adapted to MEV specific needs, therefore a lot of customizationswould be necessary to adapt the tool. Customizations are not easy toperformed, as there are four major concerns: Some reverse engineering wouldbe required, PERL coding makes modifications difficult to perform andmaintain, and any modification made on Tool code will also void the supportfrom OTRS AG, and any change in the tool code will have to be recoded andretested in the future, if we decide to migrate to a newer version of theproduct.
OTRS currently does not cover Change Management Process, which is acritical standard operational Requirements. Therefore, either ChangeManagement will have to be performed from another tool or it would have to bedeveloped in OTRS by our tool expert.
Performancetest pointed out some performance issues with number of concurrent users andstability problems. One server with 2 CPU and 2GB RAM can support 50concurrent users.
OTRS is based on Linux and MySQL, and there is no possibility to use thetool under Windows or SQL Server, which would require to staff the TOC withLinux and MySQL expert.
OTRS supports distributed architecture, with AD user validation, and MySQLdatabase (N web servers with 1 DB server, using from 1 to N+1 computers)MonitoringTools: Nagios2009:ITIL Compliant with Change Management.
No information on roadmap at mid-term, long-term.Theownership will remain in MEV Barcelona, but the knowledge will beconcentrated in one unique person.
There is absolutely no guarantee that the changes and customizations MEVwill make in the tool will be compatible with newer version of OTRS.
This product was GNU GPL v2 till 19-4-2009. From 20-4-2009 the license ofthis product was changed to AGPLv3. Meanwhile with GNU GPL v2 it was possibleto not share the code modified with other parties, with AGPLv3 the code MUSTbe distributed to everyone who uses the service, including OVR/T&Sprovider.Thetool has a very basic interface and look&feel, which does not match thestandard of professional solutions. It is not very suitable to commercialpresentation.OTRS Basic withfew customizations = 37840 Euros
Tool Expert (140 days)
OTRS AG (8 days)
OTRS AG Support (2 years PLATINUM)
OTRS with ZERO modification =17912Euros
Tool Expert (52 days)
OTRS AG (8 days)
OTRS AG Support (1 year GOLD)OTRStool has the advantage to cover basic ITIL functions, but those functions arevery basic, and not completely adapted to MEV specific needs. ChangeManagement function is critical gap to ensure smooth Operations and duringthe project itself.
Modifying OTRS to adapt it to our needs will induce risks for the projectthat shall be properly assessed. Despite being freeware, there is a costassociated to the support and implementation of this tool that should not beunderestimated.
The tool although simple in terms of functionality is too complex in termsof coding to afford going to Operations without OTRS AG support.
Support only include Response Time 1 hour and Resolution time 12 hours, anda maximum of 50 issues (each request or question to OTRS AG is accounted asan issue). Customizations or modifications to the tool by will not besupported by OTRS AG and could void incident resolution from OTRS AG.
Extra hours are charged at a very high rate (1250 Euros/ day).
OTRS tool could be suitable for:
- Very small to small projects where we can guarantee that there will be nomodifications to make on the tool, where we would not be required to makecustomizations, MEV would just perform tool configurations (the added valuefrom MEV would be quite limited then).
- If we can limit the number of users for instance, if the users areService Desk Associates only, it is not suitable for full Operational Supportin TOC and Venues.
安装试玩过，功能上感觉还不错，可以扩展插件，只是perl开发的，国内这种环境用的比较少 由ITIL培训基地发起先搭建一个平台吧, 把然后由几个核心人员先把框架搭建起来, 其他人进入测试细节流程. 大家定期提供测试报告.
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