Features

OTRS ITSM is a scalable, high-performance, enterprise-grade IT Service Management (ITSM) solution that couples the best practices of the IT Infrastructure Library (ITIL v3) with the proven power of OTRS. ITSM is a powerful set of tools for managing complex IT administration processes, reducing business risk and ensuring high service quality.

ITIL Functionality

OTRS ITSM implements the best practices of the IT Infrastructure Library (ITIL) version 3, enabling your business to quickly realize the benefits of enterprise-grade, standards-compliant IT processes. OTRS ITSM offers ready-made functionality for key ITIL processes such as incident management, problem management and change management.

Service Desk

Use OTRS ITSM's comprehensive toolkit to quickly set up an efficient and responsive service desk. With support for all common service request management functions, OTRS ITSM gives agents and managers a birds-eye view of current system status, improving communication, transparency and customer satisfaction.

Integrated CMDB

OTRS ITSM includes an integrated CMDB/CMS that simplifies the task of assessing IT infrastructure service status and relationships. The CMDB also facilitates recording and management of individual Configuration Items (CIs), predicting the impact of configuration changes, and assisting in Service Level Agreement (SLA) management

Self Service

Save time and effort with a fully configurable self-service portal which allows customers to create their own accounts, record and manage tickets, access ticket history and view previous service desk interactions.

Easy Integration

OTRS ITSM offers a high degree of connectivity with legacy IT systems and proprietary applications. OTRS ITSM works with all available email messaging formats, simplifying deployment into an organization's existing communications infrastructure, and has been successfully integrated with network monitoring systems and Web services.

Workflow Management

OTRS ITSM offers a powerful, ready-made toolkit for organizations to enhance their existing IT service management systems with industry-standard, ITIL-compatible processes. It is a sophisticated toolkit for business-level workflow modeling, and can reliably and securely automate high-risk IT administration processes.

Simple Administration

A menu-based administration panel allows quick and easy system changes, without needing a programmer or software developer. Advanced features such as SLAs, custom workflows and business rule creation are simple customizations that require no ongoing management.