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Solutions

OTRS

OTRS Open Ticket Request System

  • Web application

  • 100% open-source

  • Unrestricted use

  • Simple realization of enhancements

  • Comprehensive Business-support

You remain independant and may respond flexibly to changes.

Efficient IT-support to your Service Center

  • Automatic ticket creation

  • (Auto-)routing of incoming e-mails

  • CTI integration

  • Template-based incident recording

  • Personal watchlists

Constant high service quality

  • Management of services & SLAs

  • Flexibly configurable escalation times

  • Intelligent notification-functions

  • Comprehensive service level reporting

Customer Self-Service

  • Own Customer Webfrontend

  • Individual incident recording & tracking

  • High level of transparency and status at any time

  • Reduced amounts of calls due to public FAQs

Flexibility & platform independence

As a web-application OTRS may be deployed on any

  • common operating system & data base

  • XHTML browsers

  • Mobile devices

Econimic Service Management

 

Benefits to your IT budget

 

  • No license fees

  • Reduced maintenance costs

  • Reduced time for implementation or adoption

Implementation of OTRS amortize within a few months.

 

Benefits to your Service Management

 

  • Reduced lead time

  • Constant service quality

  • Higher customer- & employee satisfaction

 

Focus valuable resources on value added activities.

 

Comprehensive Business Support

Count on our know-how.

Product evaluation ? implementation support ? adopt a solution to your needs ? application support ? benefit from our sound expertise


OTRS::ITSM

  • ITIL® compliant support of processes: incident management - problem management - configuration management

  • Integrated configuration management dData base CMDB

  • 100% open-source

  • comprehensive business support

 

Bridging the gap between your business processes, IT services and IT infrastructure

 

Service desk & incident management

  • ITIL compliant incident management

  • Relieve from routine tasks

  • Company-/process-Spanning incident handling

  • Proactive incident notifications

  • Comprehensive CMDB support

  • Access to documented known errors and workarounds

Problem management

  • ITIL compliant problem management

  • Reactive und proactive Impact-analysis

  • Impact-based resource allocation

  • Documentation of known errors & workarounds

Configuration management & CMDB

  • Manage historic an current configuration items their relations

  • Process-spanning configurational snap-shot on IT infrastructure

Constant high service quality

  • Management of services & SLAs

  • Flexibly configurable escalation times

  • Intelligent notification-functions

  • Comprehensive service level reporting

A sound fundament

Running OTRS::ITSM requires the well known framework of OTRS 2.2 or higher.

Economic Service Management

Benefits to your IT budget

 

  • No license fees

  • Reduced maintenance costs

  • Reduced time for implementation or adoption

 

Implementation of OTRS amortize within a few months.

 

Benefits to your Service Management

 

  • Reduced lead & service down times

  • Constant service quality

  • Higher customer- & employee satisfaction

 

Focus valuable resources on value added activities.

Comprehensive Business Support

 

Count on our know-how.

ITIL & ITSM process design - product evaluation ? implementation support ? adopt a solution to your needs ? application support ? benefit from our sound expertise


SIRIOS

Focus on IT security

  • Efficient IT-incident handling & tracking

  • Vulnerability & artifact database

  • Authoring tool for IT security advisories

  • audit proof logging of all systems events

Integrated communication

  • Standard-based exchange of informations between CERTs

  • CERT-specific worksflow design

  • Integrated contact adminsitration

Support of open standards

 

  • IODEF-/ EISPP-compliant incident recording

  • Easy import/export of IODEF-standardized documents

  • PGP- and S/MIME-support

 

A sound fundament

Running SIRIOS requires the well known framework of OTRS.

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