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Rexpondo is the new ticketing system adopted by AIFA, the Italian Medicines Agency.
We are pleased to welcome AIFA (Italian Medicines Agency) on board. Starting from October 1, 2024, Rexpondo has been integrated into the agency’s digital infrastructure, becoming the primary ticketing system for managing internal and external support requests. It ensures assistance and provides useful information for resolving any user-related issues (more details in this article).
For users already registered with AIFA’s Online Services, a helpdesk service will be available, allowing them to manage their tickets. Users will be able to submit new reports or review existing ones.
The new Rexpondo Customer Portal represents a significant step forward in handling support requests for professionals working with AIFA. It offers a more intuitive and accessible platform that is continuously updated.
Why Rexpondo is the ITSM solution you’re looking for
Rexpondo is not only a ticketing system but it is an IT Service Management solution structured on standardized ITIL processes, ITIL v3 compliant, based on Open source software ((OTRS)) Community edition.
The IT department has become the key department in every company that wants to improve each element involved in the management of products and services. Managing and regualting the IT deparment is neccessary in order to create automated processes improving response times. It is precisely on process and quality automation processes that the game is played.
In fact, it is no coincidence that ITIL is a discipline focused on the quality of service perceived by customers, and Rexpondo supports the entire infrastructure, from requirements to best practices.
Core books ITIL
I “core books” of ITIL v3, are as follows:
- SERVICE STRATEGY: includes organizational goals and customer needs and describes the following processes: Strategy Generation, Service Portfolio Management, Demand Management, Financial Management
- SERVICE DESIGN: transforms the strategy of a service into a plan for the realization of business objectives and describes the following processes: Service Catalogue Management, Service Level Management, Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, Supplier Management
- SERVICE TRANSITION: develops and improves the capabilities for the introduction of new services in the supported environments and describes the following processes: Transition Planning and Support, Change Management, Service Asset and Configuration Management, Release and Deployment Management, Service Validation and Testing, Evaluation, Knowledge Management
- SERVICE OPERATION: manages services in the supported environments and describes the following processes: Event Management, Incident Management, Request Fulfillment, Problem Management, Access Management. The following functions are also defined in this book: Service Desk, Technical Management, IT Operations Management, Applications Management.
- CONTINUAL SERVICE IMPROVEMENT: Achieves incremental service and large-scale improvements. The improvement process described is unique and organized into seven steps.
Processes supported by Rexpondo
Rexpondo is a Service Desk system and therefore by definition acts as a point of contact between users and the ITSM. Rexpondo provides an interface to other processes such as:
- Incident Management
- Problem management
- Request Fulfilment
- Service Asset and Configuration Management
- Change management
- Knowledge Management
- Service Catalogue and Service Level Management
For further information about Rexpondo, please go to: Rexpondo e ITIL.
From ((OTRS)) Community edition to Rexpondo
OTRS: Let's take stock
Following OTRS AG’s announcement to no longer support OTRS 6 and ((OTRS)) Community edition 6 and with them the related security updates, we have chosen to transform our dedicated Rexpondo area into a real product, an open source ticketing and ITSM system based on ((OTRS)) Community edition.
We have formed a partnership with the German company OTOBO, with whom we have already collaborated on the security update of the latest version of OTRS CE and we will collaborate on further developments of the platform.
The future
With the experience gained by the Rexpondo team in ticketing and ITSM, today we are able to coordinate a roadmap of implementations, with short and medium term goals.
We can guarantee continuity in the support and maintenance of the current platform (including security patches and bug fixing) for all those companies that have invested in OTRS up to now, evolving at the same time, the Rexpondo platform.
Below are the developments already implemented:
- Data protection
- Dynamic fields management
- GDPR consent on customer side
- Elastic search
- New Customer graphic interface
- Native SLA stop
- Maps integration with OpenStreetMap
and upcoming developments:
- Mobile app
- BI (Business Intelligence)
- API rest
- Chatbot integration
- Graphics overhaul
