The preconfigured OTRS to support your teams in delivering efficient IT service management

Efficient request management

OTRS makes it easy for customers to submit correct and complete requests to the IT service desk or to report faults. The integrated service catalog offers predefined processes with dynamic input fields for this purpose.

The integrated CMDB provides support here, as it contains all assets with their relevant information. Thus, the so-called configuration item (CI), i.e., the affected device or software component, can be immediately linked, and the agent has all the details he needs at his fingertips. This avoids questions and significantly shortens the resolution time.

Clear self-management

There is a lot of information that needs to be monitored, considered or viewed in the daily task planning of an IT service team to ensure smooth operations.

InOTRS, agents can fully customize their dashboard by creating widgets such as scheduled service calls, the resource calendar or devices that have a fault, making all relevant information available at a glance. The ITSM Solution scenario offers a lot of preconfigured typical widgets and other objects for IT teams to get started.

Easy and precise classification

Also, incident tickets can only be processed efficiently if they are structured. For this purpose, they are classified and prioritized, as required by compliant incident process integrated inOTRS. Prioritization makes it easier to adhere to escalation and resolution times. Times are based on the underlying service level agreement (SLA) or, more precisely, the contract. InOTRS, the SLA is determined precisely by the contract, and the correct times are determined in this way. The type of underlying contract is automatically assigned to the customer.

Smart interaction between objects

Dependencies are particularly important for an IT service desk. For example, the availability status of IT equipment is important for the loan of IT equipment; the readiness of the service employee is important for the agreement of service calls; or contract details of customers or licenses for software are important.

InOTRS, many objects interact, such as the ticket itself, knowledge databases, hardware or software components, contracts, or appointments. Automated linking of tickets and CIs creates an intelligent interaction, which speeds up workflows and increases efficiency.

Structured change management

Many things can trigger a change process that IT service teams have to manage.

For this important area, too, our ITSM solution offers preconfigured processes that take all common relations into account. In this way, change managers can be defined; a categorization or even any foreseeable effects or risks can be documented; and approvals can be made. In addition,OTRS offers a change calendar with clear identification of changes by status and corresponding color coding.

Live reports at hand immediately

Our preconfigured solution analyzes the data of your IT service desk and provides continuous reporting. An hourly update gives you a perfect overview of all requests in all relevant queues in real time. Every request status is taken into account, so statistics can be generated in a variety of ways. 

In addition, the OTRS ITSM solution offers preconfigured, customizable surveys that can be used to find out how satisfied a customer is with the offered service. WithOTRS, you also know exactly what condition the end devices are in and whether they need to be replaced.

Our service packages of the OTRS ITSM solution