The Ahfad University for Women provides professional IT support to staff members via OTRS.
The Ahfad University for Women (AUW) is a private women’s university whose stated mission is to prepare women for assuming leadership roles in both family and society through a combination of well-articulated academic courses, on-the-job training, individual research and community extension activities. The AUW is one of the first tertiary institutes in Sudan to actively seek out students from rural areas in its efforts to promote equal rights for women.
Ahfad University of Women
200
10
Low costs
- Usability for different areas and departments
- Quick support possibilities
- Software based on ITIL v3
Reduction of complaints rate to 35%
- OTRS Software can also be used by other AUW departments such as facilities management
- Easy to use, thus reducing staff’s daily workload
Flexible reporting possibilities based on customized criteria
- Multi-language support
- Integration of third party applications
The Challenge
Slow response times and system failures caused by a high amount of staff requests for internal IT support
The Solution
OTRS provides IT department with an integrated IT services solution — from strategy to operation
Why OTRS?
OTRS is easy to use for all staff members and enables flexible integration with third party systems
After the OTRS Team successfully implemented the project, we saw immediate results, as the rate of complaints went down to 35% in only 2 months.Hozifa Hussein, Data Center Manager of AUW
Additional
Success Stories



Europe-wide use of OTRS in IT service makes it easier for employees to make and process requests.


More flexible configuration options allow for faster customization to address new requirements.