Are you looking for a helpdesk solution for your IT support department or service desk? OTRS is a helpdesk solution that ensures that your employees can work efficiently.
OTRS is ITIL compliant and offers the following ITSM modules:
- Incident & Problem Management
- Change Management
- Configuration Management
- Service Level Management
More than 100,000 organizations in many industries worldwide use OTRS.
A ticket has an interaction with a customer about a specific question/incident. Tickets can arrive by email, customer interface (customer portal) or phone.
Why OTRS ITSM?
- ITIL compliant
-
Always ensure that tickets are properly handled
- Use of queues: expertise in place
- (Auto) Locking tickets (prevents multiple answers)
- Escalation of tickets
-
Work more efficiently
- Ability to automate actions on tickets
- (Automatic) standard responses
- Reporting
- Open source: no license and very flexible (modular and configurable)
- Web-based and platform independent
- Well integrated with mail
- Per user settings like my queues, theme, language, notification options, etc. ..
Some functionalities of OTRS ITSM:
- Incident & Problem Management
- Change Management
- Configuration Management (CMDB)
- Configuration Items (CIs) are easily defined and imported into the CMDB
- CIs can be linked according to the type of relationship you need
- Service Level Management with notification options
- Optional integration with monitoring solutions such as Nagios
- Dashboard with a complete real-time overview
Configuration Management
Overview and insight into the relation between problems and your IT landscape. The Configuration Management Database (CMDB) is filled with Configuration Items (CIs) such as computers. You can link tickets to CI's.
Change Management
This ensures that the introduction of changes will be handled more carefully. It is important that the organization considers how the desired process should run around Change Management. You can for example enforce communication, documentation and a backout plan or ensure that a change must be first approved by certain people. This process can first be captured in diagrams (e.g. Visio).
Incident & Problem Management
Registration if something is a single incident, a structural problem, or (what is most important) a disaster.
Service Level Management
If you have Service Level Agreements (SLAs) with your customers then you need to enforce these SLA guidelines so you avoid paying any fines. The Service Level Management functionality can also be useful for internal use. Imagine for example that some tickets need to be handled within 1 hour and other ones within 2 weeks.
Integration with monitoring software
Monitoring software (such as Nagios) can be combined with OTRS by creating tickets within OTRS automatically when Nagios detects a potential problem.
Industrial TSI has extensive experience in the implementation of OTRS in various environments, whether it is a basic system with a few people handling the tickets or a complex helpdesk implementation used by multiple departments and great number of users. Please contact us to discuss your requirements for a robust and flexible helpdesk.
