Roadmap

  • Platform

    The "Platform" provides a flexible infrastructure that can be configured to support a wide range of solutions and use cases. It is a scalable, generic solution that meets the need of any business use case. The platform supports multi-tenancy, namespaces for use-case separation, a use-case agnostic frontend, and can operate in multiple geolocated data centers or on-premises. It also offers centralized tenant management, licensing, reporting, and IAM. Moreover, it provides translation in multiple stages, automated deployment for both managed and on-premises environments, and automated release for efficient software distribution.

    • This use case focuses on developing a sophisticated Central Reporting system within the "Strategic" platform, designed to aggregate and analyze data related to tenant usage and on-premises activities. This innovative approach aims to provide comprehensive insights into customer interactions and system performance, driving strategic decisions and enhancing operational efficiencies.

      • FUTURE
        Telemetry Data Collection and Analysis
      Benefits for business
      • Strategic decision
      • making based on comprehensive data analysis.
      • Improved understanding of customer behavior and system usage patterns.
      Benefits for customers
      • Enhanced visibility into user behavior and system performance.
      • Data
      • driven insights to improve user experience and operational efficiency.
      Stakeholders
      • Platform Administrators
      • Data Analysts
      • IT Teams
      • Business Strategy Teams
    • The "Centralized Authentication" use case involves implementing a centralized authentication mechanism to provide secure access to various components and services within the system. It aims to enhance security, streamline user access management, and provide a seamless authentication experience for end users.

      • NOW
        Development of Centralized Authentication Service
      • NOW
        Integration of Central Authentication into OTRS
      Benefits for business
      • Improved security posture through standardized authentication practices.
      • Reduced complexity in managing user access across various components.
      • Enhanced user experience through seamless authentication processes.
      Benefits for customers
      • Single sign
      • on experience across different system components.
      • Enhanced security through centralized and standardized authentication.
      Stakeholders
      • End Users
      • System Administrators
    • The Centralized Licensing Management is a core component of the platform's infrastructure, responsible for efficiently managing multiple licenses.

      • FUTURE
        Licensing Mechanism Enhancement for Centralized Tenant Management
      Benefits for business
      • Efficient tenant and licensing management.
      • Market value enhancement through modern and legacy system integration.
      • Competitive edge through optimized operations and strategic insights.
      Benefits for customers
      • Seamless licensing process with online and offline options.
      • Accurate and consistent tenant data across instances.
      Stakeholders
      • System Administrators
      • IT Managers
      • Development Teams
    • The Centralized Tenant Management solution is a core component of the platform's infrastructure, responsible for efficiently managing multiple tenants on the same platform.

      • FUTURE
        Basic Multitenancy Management Functions with Tenant Service
      Benefits for business
      • Efficient tenant and licensing management.
      • Market value enhancement through modern and legacy system integration.
      • Competitive edge through optimized operations and strategic insights.
      Benefits for customers
      • Accurate and consistent tenant data across instances.
      Stakeholders
      • System Administrators
      • IT Managers
      • Development Teams
    • The "Scaling Platform" use case focuses on designing and implementing a platform architecture that can accommodate increasing workloads and growing user bases. The goal is to ensure that the platform remains performant, reliable, and responsive as the demand for its services expands.

      • DONE
        Node.js Upgrade
      • DONE
        Article Storage Backend for S3
      • DONE
        Redis Cache Backend
      • NOW
        enhance translation mechanism
      • NOW
        Sysconfig/ACL/Process Deployment in Container
      • NOW
        Enhanced Logging Mechanism in OTRS
      Benefits for business
      • Enhanced user satisfaction and retention due to uninterrupted services.
      • Accommodation of growing user bases and workloads without compromising performance.
      Benefits for customers
      • Consistently responsive platform performance, even during high traffic periods.
      Stakeholders
      • Platform Administrators
      • DevOps Engineers
      • End Users
    • The "Use-Case Agnostic Frontend" use case involves the development and deployment of a frontend interface that is independent of specific use cases. This frontend provides a consistent and customizable user experience across various solutions and use cases.

      • NOW
        Client Library
      Benefits for business
      • Reduced development effort for frontend interfaces across multiple solutions.
      • Enhanced user satisfaction and retention due to consistent design.
      Benefits for customers
      • Consistent and familiar user experience across different solutions.
      • Streamlined user interactions due to a unified interface.
      Stakeholders
      • Frontend Developers
      • UI/UX Designers
      • Solution Providers
      • End Users
  • IT Service Management

    ITSM is a structured approach to designing, delivering, managing, and improving IT services. The purpose is to align IT services with business needs and deliver value. ITIL v3 and ITIL 4 provide comprehensive frameworks for implementing ITSM.

    • This use case outlines the integration of AI-powered summarization tools into the IT Service Management solution to automatically generate concise summaries of lengthy support tickets, enabling faster understanding and resolution of customer issues.

      • NOW
        AI-Driven Communication Summarization in OTRS
      Benefits for business
      • Enhanced efficiency and throughput of support teams.
      • Reduction in time spent per ticket, allowing for more customer issues to be addressed.
      Benefits for customers
      • Quicker understanding of issue context leading to faster resolutions.
      • Improved customer satisfaction due to expedited support responses.
      Stakeholders
      • Support Agents
      • IT Managers
      • Customers (indirectly)
    • Implementing a Kanban View in the IT Service Management solution to streamline incident management processes, enhancing visual clarity, prioritization, workflow efficiency, collaboration, and overall response times to incidents.

      • NOW
        Kanban View for OTRS
      Benefits for business
      • Improved operational efficiency in managing incidents.
      • Enhanced team collaboration and accountability.
      Benefits for customers
      • Enhanced visibility and clarity on incident statuses.
      • Reduced response times to critical incidents.
      Stakeholders
      • IT Support Staff
      • Incident Managers
      • Operations Teams
    • The "Incident Management" use case in the "IT Service Management" solution aims to handle and resolve incidents related to IT services, ensuring minimal disruption and prompt restoration of normal service operations.

      • NOW
        Document Search for Incident Management
      Benefits for business
      • Improved service quality
      • Efficient incident resolution
      Benefits for customers
      • Reduced service downtime
      • Enhanced communication during incidents
      Stakeholders
      • Service desk agents
      • Incident responders
      • Service users
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