Portuguese Ministry of Foreign Affairs

A worldwide reliable and professional IT-Service Desk

A year ago the Portuguese Ministry of Foreign Affairs started to use OTRS Help Desk for their worldwide IT Service Desk and replaced their old and confusing e-mail system. Being impressed by the Pink Elephant certification and the ITIL V3 Certification for OTRS ITSM, they are convinced that OTRS is the best Open Source Service Desk available right now – with no licence costs to pay. They recently made an upgrade to OTRS ITSM and no IT request is forgotten anymore.

The Portuguese Ministry of Foreign Affairs implements foreign policy, development cooperation policy and the policy for connecting Portugal to the Portuguese communities around the world. It is also responsible for coordinating the other ministries' external actions.

 

Quick Facts

Customer

Portuguese Ministry of Foreign Affairs

Website

http://www.portugal.gov.pt/en/the-ministries/ministry-of-foreign-affairs.aspx

Locations

140

End Customers

1500

OTRS in Service

Since 2011

OTRS Product

OTRS Help Desk

 
 
 
 

Solution

  • Firstly OTRS Help Desk then Upgrade to OTRS ITSM
  • Light web based platform to be accessed through VPN
  • Expansions to other IT teams and non-IT departments

Added Value

  • Certified by Pink Elephant and ITIL V3 (OTRS ITSM)
  • Increased service quality and transparency
  • Saving of licence costs
  • Cost efficient official support by OTRS Group and Community