April 28, 2010 01:00 ET

IT Service Management Solution OTRS::ITSM 2.0 Released to General Public

New OTRS::ITSM 2.0 Provides the First Open Source ITIL-Compatible Change Management

CUPERTINO, CA--(Marketwire - April 28, 2010) -  OTRS (, the world's leading provider of open source IT service management (ITSM) solutions, today announced the general availability of OTRS::ITSM 2.0 ( The latest open source ITSM system is immediately available for download at The new software, released under the GNU Affero General Public License v3, provides the first open source, ITIL-compatible change management solution. It also has earned Pink Elephant's PinkVERIFY certification of compatibility with six ITSM processes.

OTRS::ITSM 2.0 ( implements advanced concepts and practices for managing information technology elaborated in the IT Infrastructure Library (ITIL), including change management processes and roles. Additional ITIL processes implemented in prior OTRS::ITSM releases include Incident Management, Problem Management, Service Asset & Configuration Management, Request Fulfillment Management, Knowledge Management, and Service Level Management. The software was sponsored and developed in collaboration with major partner companies.

By following 'good practices' as defined in ITIL V3, OTRS::ITSM 2.0 reduces the costs and risks associated with changes to a company's IT landscape. The new Change Management module provides efficient and reliable changes to various configuration items, such as setting up new employees with a laptop, telephone, and network access, implementing new systems and equipment, upgrading licensed software, and complying with new government regulations. It covers the entire change management process from the initial Request for Change (RFC), to change preparation and planning, through implementation, monitoring, and review. The module includes all ITIL-compatible change management roles including the overall responsibility of the Change Manager, Change Advisory Board, the Change Builder, and change initiating through exporting by the Work Order Agent. For more information please go to: OTRS and see our FAQ at

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About OTRS
OTRS is the world's leading provider of open source Help Desk solutions, available in 27 languages and used by over 80,000 corporate groups worldwide. The company grew out of the community project ( Founded in Germany in 2003, OTRS North America is headquartered in Cupertino, California with offices in Europe and South America. OTRS enterprise support includes process design, application support, implementation, integration, customization, training, and OTRS managed services. The core OTRS product is a help desk system that supports efficient and intuitive logging, processing, and communicating of incidents & service requests by customers and service staff. OTRS::ITSM 2.0 provides the first open source ITIL V3-compatible enterprise IT service management (ITSM) solution. For more information on OTRS products and services, or to become a software contributor or development sponsor, please visit

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