OTRS is now part of Easyvista. Stronger together!
OTRS is now part of Easyvista. Stronger together!
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"OTRS offered us compliance, transparency in handling of customer inquiries and a user friendly interface. The benefit for our agent was immediate."
Massino Manara, SAP Security & GRC Consultant
Aglea s.r.l., Milan
Agents: 34
Tickets/Month: 3.000+
Web
Aglea s.r.l., Milan

Why OTRS?

OTRS was very easy-to-use and adaptable compared to other tools in the field.
Aglea does not have its own internal IT department. Managed OTRS enabled them to stay flexible and scalable while also meeting their compliance requirements. For example, managed OTRS is hosted in ISO/IEC 27001 certified data centers. Many security features protect customer processes and information. In fact, the biggest overall benefit for Aglea was that compliance was more easily addressed.

However, compared to other tools in the field, Aglea also found OTRS to be easy to use. Having worked with customers who use a variety of other service and support solutions, such as ServiceNow, JIRA or EasyVista, Aglea had a basis for comparison. They thought that OTRS offered a user-friendly interface and was easily adapted to their needs.

Additionally, even though Aglea found their use case to be fairly straight-forward and the solution easy to implement, they appreciated working with the OTRS Group support team during its implementation. Said Massino Manara, SAP Security & GRC Consultant at Aglea, "The OTRS support [team] drove us to the correct way in order to avoid pitfalls or lose time during implementation. We did not encounter any difficulties during the implementation of OTRS."

Impact of OTRS

Improved compliance
Transparent request handling
Better customer support

Features Used

Ticketing
Dashboards
Roles and access control

Requirements

Managed services
Compliant with ISO 27001
User-friendly interface

The challenge

Aglea had been using mailboxes to handle incoming customer requests. This caused compliance concerns, a lack of traceability and operational challenges between agents.
Agents within Aglea's security application maintenance service support organization were using traditional email boxes to communicate with customers. This created two primary problems for Aglea.

First, as a company that works within the security space, it is important for the company to comply with various industry standards. Specifically, in this case, they were looking to comply with ISO 27001, 9001 and 20000. Email boxes do not comply with these standards.

Second, there were operational issues. When more than one agent was working with a customer, it could be challenging to know what the current status was or what next steps were needed because the communication of both agents was not captured within a single case.

The solution

Aglea implemented managed OTRS to align with ISO 27001 standards.
Initially, Aglea started to use the ((OTRS)) Community Edition, an open source option. Once they decided that this tool was the right fit for their use case, they transitioned to the managed version of OTRS. The decision to do this was to ensure ISO 27001 compliance as they sought certification.
Aglea s.r.l., Milan

Aglea is a security consultancy that is specifically focused on helping other businesses with SAP Security and Governance. The company is located in Italy and has customers worldwide.