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New Generic Search Dialogs. New Search result types (Print, PDF and CSV). New OTRS::ITSM 2.1 features. The IT Manager's Guide to ITIL v3, an Internet.com IT Management eBook. © 2008, Jupitermedia Corp. 2 ITIL Version 3 is All Business. Drew Robb.OTRS::ITSM - OTRS for IT service management The OTRS::ITSM database model Admin-Manual; 6.1. agent-phoneticket; 6.2. admin-service-managment- Access to the IT Service Manager is NetID authenticated and accessible at the following URL: itsm-?fp.northwestern.edu/footprints on Remedy ITSM Data Access Model. What happened to all the PDFs for this product? Where to find information previously provided in a PDF guide or manual