OTRS

OTRS is a service management solution that powers process and communication management for service teams in any industry.

The solution offers a variety of functionalities that help teams work more efficiently and effectively with their customers, whether these are internal or external customers. For instance, customers may contact the team through many channels, such as a portal, email or phone. Standardized workflows can be automated within the tool, so approvals are swift and all necessary information is captured. It even has reporting, a knowledge base, ticketing and more.

IT service teams particularly like the ITIL-compliant processes. With 17 preconfigured processes, such as incident management and change management, OTRS enables teams to quickly apply ITIL practices.

Of course, as with all processes, these may be easily adapted and customized to fit the company’s workflows. OTRS gives its users the freedom to configure the software according to their individual requirements. It is highly scalable and can be quickly adapted.

OTRS also offers its own CMDB and connections to inventory software such as Baramundi. Further connection options are available via Web Services or connectors. Popular options include SAP, BMC Remedy, Salesforce and others.

The solution can be used as either fully managed in ISO/IEC 27001 certified data centers or as an on-premise solution in your own data centers.

OTRS has customers in various industries such as telecommunications, call centers, healthcare, industry, government and education. Due to the clear structuring and transparency of communication processes and their audit-proof storage, OTRS is also ideally suited for internal teams such as sales, marketing, human resources, purchasing, finance and partner management. A flexible role and rights system ensures the necessary access restrictions and increased transparency.

OTRS AG, the manufacturer and source code owner, offers OTRS users professional introductory support with conception, installation, configuration and internal training as well as service contracts for any company size. Users worldwide appreciate the speed at which it can be implemented.

Once up and running, experienced experts help you to adapt OTRS to your special requirements and evaluate at regular intervals how you can further optimize OTRS. With the cloud-based and fully managed solution, you save your own IT resources and benefit from consulting, operation and maintenance as well as a reliable user helpdesk of OTRS experts. For more than 170,000 companies, flexible growth, innovation and internationality have a name: OTRS.

The Service Desk Platform by EasyVista is a modular service management platform for SMB and midmarket organizations. Built on ITIL practices and designed for rapid deployment, it enables teams to quickly establish and scale service operations. As part of EasyVista, OTRS integrates into a unified service desk ecosystem spanning ticketing, remote support, monitoring, and automation, supporting organizations such as Lufthansa, Porsche, Haribo, and BSI. 

For more information, see www.otrs.com.