Open Source IT Service Management Solution Provider OTRS Inc., actually one of the top providers of open source Service Desk and ITIL-compatible IT service management (ITSM) solutions around, just launched OTRS::ITSM 2.0, bringing affordable ITIL-compatible change management to companies worldwide. ITIL is the only consistent and comprehensive documentation of best practice for IT Service Management. Used by thousands of organisations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books and the supporting professional qualification scheme.

ITIL consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT. ITIL has been developed in recognition of organisations' growing dependency on IT and embodies best practices for IT Service Management.

The ethos behind the development of ITIL is the recognition that organisations are becoming increasingly dependent on IT in order to satisfy their corporate aims and meet their business needs. This leads to an increased requirement for high quality IT services.

OTRS::ITSM 2.0 makes OTRS the first open source software to track and support change management processes and roles as defined by ITIL. The OTRS::ITSM 2.0 release provides the first Change Management module to track change management processes and roles as defined by ITIL V3 for IT Services and IT infrastructure components (Configuration Items = CIs). It supports ITIL processes, specially: Incident Management, Problem Management, Service Asset and Configuration Management (CMDB / CMS), Request Fulfillment Management, Knowledge Management and Change Management. Additional ITIL processes that are also supported : Event Management, Service Catalogue Management, Release and Deployment Management as well as Service Portfolio Management.

OTRS::ITSM 2.0 with the new Change Management module will be readily available under the GNU Affero General Public License version 3 by the end of March.

For more information please go to: http://www.otrs.com/en/products/