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New Packages for Help Desk and ITSM/ITIL - RCCSP Can Provide the Training

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TMCnews Featured Article


November 12, 2010

New Packages for Help Desk and ITSM/ITIL - RCCSP Can Provide the Training

By Brendan B. Read, Senior Contributing Editor


ITIL-compatible IT Service Management (ITSM) solutions are becoming much more versatile and useful. To take full advantage of them requires effective and timely training.

OTRS which provides open source help desk and ITSM solutions recently launched turnkey packages for OTRS Help Desk and OTRS ITSM.  The new service and support editions enables it says customers of all sizes, from SMBs to enterprises, to get up and running in a matter of days with complete help desk and ITSM solutions.


The new editions provide a mix of consulting, training, and support based on an organization’s size and complexity. The Basic Edition, reports OTRS (News - Alert) is suited to small organizations or single locations that need fast quick implementation of a simple solution. The Professional Edition has been tailored for mid-sized organizations with two to three departments or locations that need additional features plus training. The Enterprise Edition is for large organizations that require custom deployments for multiple departments or locations, on a scale of OTRS clients such as NASA, Nokia, Siemens, and Toshiba (News - Alert).

“We just made open source customer interfaces more efficient than ever before, now we made them easier than ever to implement,” said Paul Salazar, general manager of OTRS USA. “Our new turnkey Editions embody years of experience working with countless organizations, and are designed to get you to get up and running with a complete help desk or ITSM solution in three-16 days, depending on the complexity of your requirements. This move complements our just-announced launch of OTRS 3.0 with an all-new GUI for 30 percent quicker ticket turnaround, and will enable us to take our 80,000 plus customer base to the next level.”

The RCCSP Professional Education Alliance offers a full range of ITIL/ITSM training and certification for IT professionals.

The ITIL program covers:

Foundation (v3 except where noted)

--Certification and training

--v2 to v3 bridge certification

--Service Manager bridge certification

--Service Catalog certification

Capability (v3)

--Release, control and validation

--Operational support and analysis

--Service offerings and agreements

--Planning, protection and optimization

Lifecycle (v3)

--Service strategy

--Service design

--Service transition

--Service operation

--Continual service improvement

--Managing across the lifecycle

The ITSM courses and certifications include:

--Support Management Certification

--Managing A Successful Virtual Support Center

--Field Support Manager Certification

--Support Supervisor Certification

--Support Specialist Certification

Listings and details on the courses and registration can be found at www.the-resource-center.com/index.HTM). For more information please call: (708) 246-0320.


Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Patrick Barnard







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