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OTRS

OTRS is flexible and customizable software with out-of-the-box solutions for all service management needs.

Features

Service Levels

How To Buy

OTRS On-Premise & Managed Comparison

((OTRS)) Community Edition

OTRS App

Solutions for

Customer Service & Support

Boost customer satisfaction very rapidly – never miss requests, lower the response time (MTTR)

IT Service Management

Support for your IT department with automated, ITIL4-compliant processes

Office Management

Automate office management processes with our software solution

HR Management

Support your HR team with numerous processes, such as application or leave management

Cyber Defense & Security Incidents – STORM

The solution for fast security orchestration, automation, and incident response

Roadmap & Release Cycle

Release Notes

Security Advisories
Use Cases
Service Management
Customer Service Software
Help Desk
Enterprise Service Management
ITSM – IT Service Management

Security Management
Corporate Security
Security Incident Management
Vulnerability Management
ISMS
ISO 27001 Certification

Task Management
Ticketing System
Issue Tracking System
Asset Management
CMDB

Technology Management
BPMS – Business Process Management Software

Knowledge Management
Knowledge Management in Customer Service
Services

Services

Services

Consulting, training, customer service: Find official OTRS services

FAQ

OTRS Trainings

Webinars about OTRS

Get useful information about the latest OTRS version. Watch how OTRS works.

Public Trainings

Customer Portal

Contact Sales

Contact Consulting

Contact Customer Service
Success Stories
OTRSmag
Contact

The Authors

Enrico Schwenke

Enrico Schwenke has been working as Senior Marketing Manager at OTRS Group since 2017. His work focuses on content conception and creation.

View expertise

Enrico has a professional background and career in the financial industry. He worked for the American investment bank Goldman Sachs in the securities processing department for four years. He worked for more than 10 years at Deutsche Börse AG; there, he worked in various areas such as market supervision and sales.

A particularly important milestone in his professional development was his time as a Marketing Manager for Xetra and Börse Frankfurt. He was responsible for marketing activities and communication to private investors and was also in charge of planning, budgeting and implementation of all channel activities.

Enrico lives in the beautiful Hochtaunus near Frankfurt am Main and loves nature and animals. Besides his professional interests, he is passionate about performing arts and is especially interested in opera and musical theatre.

Fields of expertise:

Conceptualization and writing
Communication
Brand strategy

Posts by
Enrico Schwenke

22/02/2023 | Enrico Schwenke

What is an IT Service Desk?

What is a service desk and how does it differ from a help desk? What advantages does it offer, what tasks does it have, and how does service desk software provide support?

14/12/2022 | Enrico Schwenke

HR Processes – Digitization and Automation as the Key to Success

Today more than ever, HR management must be future-oriented. HR departments that are adapted to the times no longer have only administrative activities, but also contribute to the success of the company. Well-functioning and automated processes are prerequisites for this.

24/10/2022 | Enrico Schwenke

HR Transformation – For Future-Oriented Personnel Management

Finding and retaining suitable employees is becoming increasingly difficult. Today more than ever, HR management must be fit for the future. To achieve this, HR transformation is essential. We take a look at why.

21/09/2022 | Enrico Schwenke

What is CRM? How does it support customers and help the business?

More than ever, differentiation from the competition is based on customer service and the customer experience. In this context, the term CRM is heard more and more often. What exactly does it mean?

14/04/2022 | Enrico Schwenke

Professional HR Processes With Movement in the Job Market

The current movement in the labor market increases the opportunity for companies to recruit new skilled workers. Professional HR processes support this and ensure that they stay.

11/03/2022 | Enrico Schwenke

Cloud solutions for enterprises – loss of control or blessing?

Companies are increasingly opting for cloud solutions, and manufacturer portfolios reflect this. What does this trend mean, and why are there still on-premise solutions?

13/12/2021 | Enrico Schwenke

Business Process Automation Trends: Where Do Companies Stand?

What is the state of workflows and business process automation in companies? The latest OTRS Spotlight looks at obstacles and BPM trends.

13/04/2021 | Enrico Schwenke

Weaknesses and Vulnerabilities: Why They Should Not Be Ignored

Are vulnerabilities only limited to IT, or do they also have something to do with us? And when do we have to counter them and, above all, how?

24/02/2021 | Enrico Schwenke

What does agile working mean? What are the benefits? Can tools help?

More and more companies are opting for agile working. But what exactly does it mean, how can it be implemented successfully, and what are the difficulties?

21/09/2020 | Enrico Schwenke

Change – Success Depends On You

Changes are part of life. But what do you need to keep in mind when things change, especially when they come unexpectedly?

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The Authors