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摘要:IT服务管理以流程为导向、以客户为中心,而ITIL是其最佳实践。OTRS是帮助台软件和IT服务管理领域里优秀的开源软件。OTRS安装配置简单,通过安装OTRS::ITSM模块,可以提供符合ITIL规范的管理功能。OTRS还支持多个不同认证后端。通过OTRS建立起帮助台系统,可以有效地提升IT运维质量,提高客户的满意度。
关键词:IT服务管理;OTRS;ITIL;开源软件;职业教育信息化
中图分类号:TP311.5 文献标识码:A 文章编号:1009-3044(2017)28-0110-03
Abstract: IT service management is process oriented and customer centric, and ITIL is its best practice. OTRS is excellent open-source software in the field of helpdesk software and IT services management. The OTRS installation
关键词:IT服务管理;OTRS;ITIL;开源软件;职业教育信息化
中图分类号:TP311.5 文献标识码:A 文章编号:1009-3044(2017)28-0110-03
Abstract: IT service management is process oriented and customer centric, and ITIL is its best practice. OTRS is excellent open-source software in the field of helpdesk software and IT services management. The OTRS installation