WSU provides a world-class education to more than 25,000 students on several campuses, with 5,600 faculty and staff. The university's central IT Services had several ad-hoc systems for tracking support requests, using everything from notebooks, to spreadsheets, to a phone call log, to a cumbersome homegrown system with little in the way of statistics and reporting. There was also no structured way to track inter-departmental inquiries. As a result, IT staff was overwhelmed by the thousands of help desk requests that came in at beginning of each school year.

"We were very impressed with the OTRS consultation and training for setup. During the consultation, we were pleased with OTRS' efficiencies in escalating issues to upper tier staff, and the sharing of knowledge across areas," said Jeff Snook, WSU Help Desk Manager.

The WSU case study is available for immediate viewing and download at www.otrs.com/customers/case-studies/washington-state-university/.

To sign up for the webinar: Cut Costs and Boost Productivity with an Open Source Solution, please go to http://www.otrs.com/company/events/webinar-edu-on-a-budget-cut-costs-and-boost-productivity-with-an-open-source-solution/.

OTRS is the leading open-source service innovation suite. The OTRS product suite comprises a Help Desk, an ITIL V3-compatible IT service management (ITSM) solution, an associated iPhone App and an underlying technology platform. Over 80,000 corporate groups worldwide use OTRS to improve service, increase customer satisfaction and lower costs. OTRS is available in 27 languages, enabling multi-national corporations to consolidate their service operations onto a single, unified solution. OTRS Group provides world-wide enterprise support, consulting and engineering including process design, implementation, customization, application support, and fully managed hosting. Key customers include industry leaders such as NASA, Siemens, Nokia, Toshiba. For more information on OTRS products and services, please visit www.otrs.com.