CIO Symmetry

Mar 3 2010   5:17PM GMT

First open source, ITIL-aligned IT change management tool coming soon

Kristen Caretta Kristen Caretta Profile: Kristen Caretta

The open source community has a new addition: an enterprise-level, ITIL-aligned change management tool.

Recently unveiled at the Pink Elephant IT Service Management Conference & Expo, OTRS::ITSM2.0 is the first open source, ITIL v3-compliant tool to track and support change management processes.

The OTRS community began with its core product, the Open Ticket Request System — a service desk management system. It later expanded to include more IT Service Management tasks, as described in ITIL v3, such as a configuration management database and incident, problem and configuration management.

But according to Christopher Kuhn, vice president of OTRS Inc., the open source code owner of the OTRS community, customers were specifically asking for an inexpensive IT change management tool.

IT change management tools and strategies can help organizations avoid project failure by standardizing change processes and laying out a timeline addressing specific changes (which helps eliminate any project surprises). Many IT change management tools are often included in pricier project management or IT service management suites. But for smaller organizations or organizations on a budget, these suites may be too expensive or include too many unnecessary tools.

That’s why, Kuhn said, it was time to develop an open source ITSM tool that was both free and ITIL-certified, “for the organizations that could not afford [tools such as] BMC Remedy.”

What do you pay for? Kuhn said that organizations without a change management strategy already in place should consider the OTRS consulting services to help map out processes and define roles.

Kuhn added that ITSM:2.0, which will be widely available at the end of March under general public license, will also meet the PinkVERIFY ITIL v3 suitability requirements for six processes — something he said will be big for his U.S. clients “who look for certifications.”

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