Success Story


OTRS Process Management
enables user-friendly request processing.

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

Olympus is one of the world’s leading producers of optical and digital products in the areas of medical technology and audio and video systems. Their products include endoscopic and microscopic equipment for medical and industrial use as well as cameras and audio devices. Founded in Japan in 1919, Olympus currently has subsidiaries at 36 locations in the EMEA region.

Olympus Europe SE & Co.KG




  • Integrated email functionality

  • A single IT ticketing system for all IT processes
  • Optimal usability
  • Centralized and clearly structured communication system

  • End users can send requests more quickly and easily

  • Agents can see the status of their processes in the dashboard at one glance
  • Easy-to-handle and unambiguous assignment of requests

  • OTRS Process Management

  • OTRS Advanced Escalations
  • SLA Management

The Challenge

The assignment of emails to tickets across systems was not possible and the configuration of request-templates was limited

In the past, Olympus used two different systems: one for incident tickets (TrackIT) and another for the service desk (LotusNotes). However, e-mail communication between these tools often failed to work correctly, and the connection between incoming e-mails and tickets was flawed. It was also not possible for end-users to adapt templates for creating requests, which often lead to unclear enquiries or phone calls and more questions. “There was only one single entry form for all requirements for service enquiries, and we couldn’t divide it into different sections. Our requesters were confused by all the irrelevant information and this often meant additional work for our IT department,” explains Christina Wartisch, Total Quality Manager at Olympus.

The Solution

OTRS replaces legacy system and creates clear, individually configurable processes

“Now that the process-type for enquiries is generic, requests can be created much more easily because they are self-explanatory. Before, there was only one process for all types of enquiries, but now every process is defined separately. Now, every connection to a different system has its own process, e.g. the SAP system. The entry form has thus been streamlined significantly, as before it was necessary to list the selection possibilities for every single process. Workflows have become faster and less complicated since OTRS. We now have process management and incident and ticket handling all in one system!” summarizes Wartisch happily. Incompatibilities and difficulties when communicating between different systems has long become a thing of the past.


Employees throughout Europe benefit from access rights management, simple request-templates and a fast overview of process statuses

“We wanted to move away from our legacy systems towards a single system for managing access rights as well. With OTRS, we can now individually define different rights for our ‘IT agents’ according to queue, role, group, etc. We were slightly in awe at the beginning because of how comprehensive the system is, but this quickly gave way to positive surprise thanks to OTRS’ configurability and usability,” states Wartisch regarding the first steps with OTRS. “Even our employees are extremely enthusiastic! They dealt with the first IT requests with IT.ServiceNet from our intranet quite easily and now they can check on the status of their enquiries on their own with the OTRS Customer Portal.” Furthermore, a complex interface to the system of the external services provider for Olympus Europe level 1 support is currently in the works. This will definitely be another interesting step for our employees, who are looking forward to an increasing simplification of the communication involved in their working processes.
The free configuration possibilities are especially great and allow OTRS to be used very flexibly. This really convinced us and it works perfectly! The ticketing system provides us with a solid basis, is easy to handle and can be adjusted easily to our needs thanks to its modular system.
Christina Wartisch, Total Quality Manager at Olympus Europe

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