Gain greater transparency
Because OTRS customizes your service catalog according to your unique service and infrastructure needs, you can quickly assess the impact of planned projects and deliver rapid-fire responses during emergencies.
Streamlined ITSM powers the evolution of your business.
Cutting-edge businesses know that keeping up with constant transformation – whether in the form of customer needs, digital solutions or industry practices – is the key to success.
In today’s modern world it is effective, data-driven ITSM that makes this happen. That’s why working with our consultants to transparently link OTRS to existing processes and structures is so powerful. It lets you evolve your business as the world changes without huge expenditures or drastic change management efforts.
Boost ITSM Results
with Key OTRS Features.
Easily integrate third-party solutions
OTRS lets you easily connect to external applications such as project management tools, document management systems or CRM platforms via a generic interface. You can even implement multiple OTRS Instances within your company.
Deliver quicker responses
Common sense, automated processes and integrated knowledge management tools ensure quick, high-quality results. Your customers need answers fast, so rapid service management makes all the difference when it comes to customer satisfaction.
Modernize customer support
The easy-to-use OTRS Customer Portal lets your customers accurately categorize and describe incidents and service requests with predefined input tags. It’s fast, easy and reliable, which makes for happy customers.
Simplify ITSM ticket management
Take the guesswork out of case management. With the OTRS ITSM Ticket System, the right agents automatically receive the information they need to tackle any task.
Use actionable reporting tools
Dynamic reporting tools make data-driven decisions easier. From agent performance to profitability KPIs, you’ll have all of the answers you need at your fingertips.
The very efficient, stable and adaptable OTRS Ticket System convinced us. Our company uses OTRS GOLD with the OTRS::ITSM features and we were pleasantly surprised by the reliability and speed of the software.Stefan Goerke, IT infrastructure manager at Excelitas
Feature
OTRS Supports ITIL® Best Practices
With OTRS you can establish ITIL® processes today and then adjust them to your liking without any major software replacement needs. Certified, established processes give you the security you need. OTRS gives you the flexibility you crave.
Service processes that support to ITIL® include:
- Service Design::Availability Management (proactive)
- Service Design::Availability Management (reactive)
- Service Design::Catalog Management
- Service Design::Continuity Management
- Service Design::Service Design Coordination
- Service Design::Service Level Management
- Service Design::Supplier Management
- Service Operation::Access Management
- Service Operation::Event Management
- Service Operation::Incident Management
- Service Operation::Problem Management
- Service Operation::Request Fulfillment Management
- Service Operation::Service Validation und Testing
- Service Transition::Change Evaluation
- Service Transition::Knowledge Management
- Service Transition::Release and Deployment Management
- Service Transition::Service Asset and Configuration Management
- Service Transition::Service Transition Planning and Support
OTRS is more than just software – it's all-around intelligent service.
ITIL-oriented consulting is all part of the package.
OTRS Consultants are experienced with ITIL best practices and IT industry standards. Whether your goal is simply better management of people, products, processes and partners, or you want to build a workflow that is 100% ITIL-compliant, our consultants can answer all your questions. They will guide you through workflow development and ensure successful automation. And, since OTRS is a fully-managed solution, they are always available post-implementation to help with operations, system changes and OTRS Updates.
The OTRS Consultants not only know the system inside and out! They are great at understanding other IT landscapes and responding competently and in detail to the needs of later users.Anne Grünkorn, Head of Mobility at LogPay Financial Services GmbH