I have been playing around with OTRS 3 a couple of weeks. And planning to go live in a couple of weeks.
I now realize that workorder handling is included in ITSM along with other ITIL support. I now see that ITSM 3 beta 1 is released
My new team has never used such a system. I am quite familiar with these kind of commercial systems. My original plan was to go live with OTRS 3. Now I'm considering ITSM also.
I would like ITSM from the start because we're changing our business processes and I'd like to have workflow / workorder support from the start.
But I'm not familiar with the complexity of setting up ITSM.
I need recommendations from experienced ITSM users. I'm not sure what to do, my alternatives are:
1. Install OTRS 3 + ITSM 3 beta
2. Install OTRS 2.4 + ITSM 2.1
3. Install OTRS 3, configure as planned and install stable version of ITSM 3 in a couple of months.
Alt. 1 is tempting, main risks - complex configuration of ITSM? beta version unstable? Too much functionality for new users?
Alt. 2 Stable versions, but probably a need to upgrade again shortly and even more time spent on system management and staff training
Alt. 3 is obviously the safe choice. Configuration that I am familiar with, but there might be a risk that my configuration will conflict with a later ITSM install.
Please let me know what you think.
Thanks
