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OTRS
OTRS is a flexible and customizable service management platform
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Purpose-built solutions apply this system to specific service use cases.
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  • 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.
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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
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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

IT Budget

When investing in software solutions, budget issues are a high priority. One of the key considerations is achieving an adequate return on investment (ROI). This can be achieved, for example, through productivity gains, improved service quality, and optimized IT configuration. The decisive factor is not simply the pure acquisition costs, but rather the total cost of ownership (TCO).

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...

The most important ITSM Metrics and Best Practices

How to Achieve 2026 Budget Targets with Data-Driven ITSM

Self-Service Portal: ROI and Benefits

IT Budget: Status Quo for Companies and Outlook

How to Achieve a Positive ROI in ITSM/ESM

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