Business Process Management Software

If you want to grow, you need the perfect flow.
Business Process Management Software (BPMS) by OTRS defines & automates processes.

Manage and automate processes with OTRS

OTRS is a powerful and flexible business process management software.

It allows companies to create BPMN-specific diagrams. There exist a variety of OTRS components to facilitate the process steps through ticketing, knowledge management, CMDB and other 3rd party integrations.

What is BPMS?

Business process management software (BPMS) helps companies document tasks and activities that make their operation run smoothly by using diagramming and process automation tools.

Document and Diagram Processes

Documentation usually happens in the form of a process diagram – a visual representation of all the steps that go into completing a specified process. Creating such a diagram allows businesses to identify areas for improvement and make sure that no process steps are skipped. Businesses then have a roadmap that shows who needs to do what, when: it also optimizes the use of tools that are required to make the processes flow smoothly and ensures information is captured for compliance reasons.

Automate Business Processes

Automated processes make everything quicker, easier and more efficient. Requests move from one step to another smoothly. Task handover and vacation replacements are seamless. Recurring tasks are never missed. Time is saved since everyone knows what happens next. And, new colleagues can get started more quickly without extensive training. 

Example BPMS Use Case

Make Your Onboarding Process Easier with OTRS.

Benefits of a BPMS

Using a business process management solution means significant performance impacts.

Steps aren’t skipped and shortcuts aren’t taken.

Steps can be tracked and measured more easily.

Work moves faster because there’s less need to think about “what’s next” each time.

Tools are used in an optimized way.

Security checks and breach notifications can be planned right into the processes.

People are free from focusing on small process steps.

They can focus on big picture ideas instead.

Everyone understands their role.

Due to optimal task documentation.

You can clearly see what the impacts will be, and sometimes make them happen “behind-the-scenes.”

What is a process diagram?

Process diagrams are standardized graphical representations of all of the steps that must be completed between the start and end of a process. They use a specific set of symbols to represent things like:

  • Activities
  • Events
  • Where and when processes split
  • How events and activities are connected

Process diagrams are used in OTRS business process management software. This makes it easier for people to document and communicate processes that are important for their business. They support communication and workflows between all business units, including specialists and your IT departments. A simple process document looks like this:

Business Process Management diagramm

Business Process Automation

Reduce errors and increase the quality of your processes.

Get your processes automated and benefit from:

  • Tasks are automatically forwarded to the right department and the right employee, or transferred to another system.
  • Approvals can be integrated as mandatory part of the process 
  • Recurring tasks are no longer overlooked:
    The Feature Add-on Automatic Start of Processes even supports the automatic creation of a new process ticket for recurring tasks via timed events (Timer Start Event). By creating scheduled process tickets, your agent — and even your customer — won’t have to think about these tasks.

Ready2Adopt Business Processes

Get up and running even more quickly!

In this case, you can use pre-defined processes. The OTRS business process management software solution calls these Ready2Adopt processes:

Even though these are already built for you, they can still be customized to best support the needs of your business.

That’s the beauty of business process management software by OTRS – you can change things quickly at any time!


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