Managed OTRS enables GÉANT to meet formerly hard-to-fulfill SLAs, relying on the internal operation of the system
GÉANT is the pan-European research and education network that interconnects Europe’s National Research and Education Networks (NRENs). Together they link over 50 million users at 10,000 institutions across Europe, supporting research in areas such as energy, the environment, space and medicine.
- Software based on ITIL®
- A system, fully supported by Experts 24/7/365
Better tracking of IT issues in just one place using standard, industry-accepted terms
- Significant time savings thanks to automated features
- Consistent problem approach and standardized output
- Customizing for workflows
- Email functionality
Previous ticket system did not include email functionality or permit the tracking of IT issues using standard, industry-accepted terms
Workflow and SLA capabilities permit standardized output
Providing a bespoke authentication solution on a cloud-based product
How could this be achieved on a system that was not managed by a GÉANT community member?
Bespoke hosted solution in conjunction with OTRS Group’s operations team
OTRS explicitly focuses on the development of ticketing software and on optimizing communication workflows. That’s why they are experts for unique businesses.
With OTRS Group we have real experts on our side, supporting our organization 24 hours a day with a highly flexible and reliable service at a competitive price.Tony Barber, Head of GÉANT Operations Centre
More flexible configuration options allow for faster customization to address new requirements.
Europe-wide use of OTRS in IT service makes it easier for employees to make and process requests.