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.

OTRS ITSM Certified ITIL Process Support

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Incident Management

OTRS ITSM facilitates efficient processing and management of IT service incidents to minimize the impact of IT incidents and provide customers detailed information on incident resolution.

Problem Management

Use ITIL-compatible problem management tools and processes for root cause analysis, business impact assessment and problem resolution. It includes trend analysis and knowledge sharing tools, allowing IT administrators to proactively identify problem areas and reduce repeat incidents.

Request Fulfilment

OTRS ITSM supports ITIL-compliant request fulfillment management processes, allowing IT administrators to define and populate a service catalog, fulfill service requests and resolve related incidents. It facilitate request management and processing through flexible modeling of service hierarchies & classification, auto escalation and unlocking mechanisms.

Change Management

OTRS ITSM offers a complete set of ITIL-compatible change management processes to ensure all IT infrastructure changes are handled in compliance with existing Service Level Agreements (SLAs). All common functions, including request registration, analysis, approval, monitoring and reporting are supported.

Service Asset and Configuration Management

OTRS ITSM enables enterprise-wide service asset and configuration management, making it possible to formally record and manage configuration items (CIs), their relations and inter-dependencies. A powerful workflow engine ensures that changes are executed only with proper authorizations and approvals, and the system maintains a complete record of all configuration changes for audit or analysis.

Knowledge Management

Capture service resolution and history in OTRS ITSM's easy-to-access knowledge base. The knowledge base serves as a tool for faster problem resolution and allows reduced training time for new and existing employees. It also prevents knowledge from leaving the organization when an employee departs.

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Integration

Integrate OTRS ITSM with your existing IT Service Management environment to guarantee a seamless and cross-process management of your customers' requests.

OTRS Feature Add-Ons

OTRS Subscription customers can extend their OTRS ITSM with a set of powerful new features to optimize the systems support of their IT service management processes.

System Requirements

OTRS ITSM is a platform independent web-based IT Service Management solution. Check the recommended hardware and software requirements to ensure a proper setup.