Tweet

New OTRS modules for IT security, Instant Messaging and integration with wiki – Service management grows

Chemnitz, 10.03.2015 – Modern Service-Management with KIX4OTRS by capeIT and the security management system verinice by sernet GmbH have a common basis: the IT inventory. The first solution organises IT workflows and the other solution organises relationships between IT assets relating to security issues, risks and remedies. Even if the basis is the same, service management and security management go mostly separate ways. During the CeBIT, capeIT presents a prototype of integration between OTRS and verinice. Rico Barth, the managing director of the capeIT, says: „The integration module should bring both systems together and increase transparency. At the heart, the CMDB and assets are placed.” The solution allows a complete documentation among all for security audits of critical infrastructures according to ISO and VDA guidelines as well as creates a compliant basis for the requirements set by Federal Office for Information Security within baseline security [IT risk management].
In this context, Rico Barth presents lecture „The OTRS-CMDB in perspective of critical infrastructures” with emphasis on initiative of the German government KRITIS. The lecture takes place on Monday, 16th March 2015, 16:15 in Open Source Forum of the CeBIT. Through the intelligent use of IT, the maintenance cycles can get shorter, the documentation including logbooks of assets can be kept up to date, the introduction for new employees can be guaranteed, audits can be supported. Therefore, all relevant security issues and remedies can be handled and controlled.
More over, capeIT presents integration of Instant Messaging Apps and OTRS, which allow end users to contact Servicedesk without use of self-service-portal. Instead, end users send messages from their mobile devices and create their tickets and can check the processing state of already created tickets. Service agents can additionally check information about configuration items related for existing incidents. They can scan a QR code or via message. „It makes field or mobile service easier and increases the flexibility and speed of communication with and by servicedesk.“ explains Rico Barth.
The third module integrates Wikis and KIX4OTRS. In service management system, it–s important to process incidents or requests quickly – including documentation of working steps. In Wikis, the collected knowledge is in focus. The integration modules combines both advantages and supports knowledge from the Wiki in the servicedesk KIX4OTRS. In Wiki, you can collect quickly and structured knowledge such as instructions, check lists, project and organisation documentation as well as contract data. „The integration module combines both systems so that service agents can use context-related information directly from Wiki during ticket creating and processing. Therefore, service agents get quickly solutions to reported incidents or requests without switching between the systems.“ summarizes Rico Barth.