ITIL Standards and OTRS:

ITIL is a set of important practices and concepts for ITSM, IT development, and operations. OTRS is an ITIL-compliant framework. The ITIL-compliant features of OTRS are:

• Representation of service support processes such as incidence management, problem management , and configuration management as per the standards
• Availability of a CMDB which can be fully integrated and individually extensible
• ITIL-compliant naming for new functions
• ITIL-compliant permission, role, and responsibility model
• ITIL v2-based implementation of OTRS
• ITIL incident lifecycle-based time cycles
• ITIL-suggested classification of tickets for sub-processes which can be structured in queues
  Naming of the incidence management and problem management processes as per ITIL terminology and recommendations
• Workaround as per ITIL standards for ticket closure

The application service provider ensures that the system, software, and the IT infrastructure are operated in an ITIL-compliant manner and promises service quality according to the agreed service levels. The consultant maintains the application by taking care of various aspects such as backup, monitoring, and patches. The service provider also supports the customer with incidences and service requests like configuration requests, consultation requests, or software extensions.