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OTRS
OTRS is a flexible and customizable service management platform
Solution
Service Desk Solutions
Purpose-built solutions apply this system to specific service use cases.
Help Desk
Keep service running at the center.
Customer Service & Support
Ignite your customer connections.
IT Service Management
Shape your IT landscape.
Office Management
Keep your operations in motion.
HR Management
Keep your organization alive.
Cyber Defense – STORM
Defend your digital world.
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Events
  • 27/10/2026
it-sa

it-sa is one of the largest dialog platforms for industry-specific IT security solutions. It will take place from October 27 to 29, 2026 in Nuremberg.
  • Trade Fair
OTRS Events
Recent Articles
AI and IT Security: Between Opportunities and Risks
Artificial intelligence (AI) has gained significant relevance – and benefits...
  • AI & Automation, Security & Compliance
Automatic Ticket Routing: Background, Benefits, Best Practices
In customer service, fast responses and reactions are required ones...
  • AI & Automation
View OTRS Blog
Case Studies with OTRS

OTRS success stories highlight how real customers use OTRS to improve service & automate business processes to achieve operational success.

Success Stories

ESM

Enterprise Service Management (ESM) aims to transfer the principles, processes, and technologies of ITSM to other departments within a company, such as HR, customer service, finance or facility management. This allows companies as a whole to benefit from standardization, automation, and increased efficiency. This category offers best practices, tips, advantages, and other useful content.

AI and IT Security: Between Opportunities and Risks
Artificial intelligence (AI) has gained significant relevance – and benefits companies in many ways....
Automatic Ticket Routing: Background, Benefits, Best Practices
In customer service, fast responses and reactions are required ones that truly help and resolve the respective...
((OTRS)) Community Edition vs. Forks vs. OTRS
TOC    The ((OTRS)) Community Edition, the current forks that have inherited its...
How Enterprise Service Management Improves Service Quality Beyond IT
Internal services should be easy to use. In practice, they often are not. Requests move through emails,...
The Path to Effective Ticket Management
Backlogged tickets, long response times, frustrated customers: without effective ticket management, things...

How Enterprise Service Management Improves Service Quality Beyond IT

Using AI-Powered Solutions for ITSM and ESM

Enterprise Service Management: Definition and Solutions

Total Cost of Ownership (TCO): Reducing IT Costs in a Sustainable Way

ESM vs. ITSM: Differences and Similarities

The Benefits of Enterprise Service Management

Enterprise Service Management Software: Best Practices