OTRS-

otrs AG

• Consistent communication processes by a single point of contact (SPOC)
• Standardized recording of service requests and incidents
• Self Service reduces the number of incidents to be processed
• Minimized impact & incident volume
• implementation of proactive failure prevention
• Speed response and recovery times
• Improve ability to identify IT infrastructure problems
• Effective resource management based on business impact
• Process spanning service management
• Compliance to Service Level Agreements
• Improvement and long-term maintenance of service quality
• Provision of management information for the management of IT service quality

Your service desk is the single point of contact (SPOC) between your customers and the IT service organization. It is therefore responsible for the quality and availability of the IT services agreed upon. Its efficiency in quickly and economically restoring service availability and the perceived service quality affect the image of your IT organization as a whole.

Due to the intelligent automation of the activities and processes of your service desk, OTRS::ITSM facilitates an efficient processing of incidents reported. Your service staff is backed of with routine tasks, so valuable resources can be focused on value adding tasks instead while short reaction times can be guaranteed as well.

• Automated and rule-based ticket generation at incident receipt via e-mail, Fax, SMS, SNTP alert (e.g. by monitoring systems)
• Quick and intuitive logging of incidents in pre-structured web templates
• Customer Self-Service via the customer frontend enables:
  
  • Search for articles and workarounds within the knowledge base
  • Incident recording
  • Incident tracking
  • Status modifications
• Reduce response- & resolution times and process support in:
  
  • Flexible classification and use of individual classification trees
  • ITIL V3 compatible prioritization
  • Quick first resolutions
  • Merging to combine similar incidents and/or splitting of more complex ones
  • Root cause diagnosis
  • Master-Slave function
  • Event-based notification
  • Representation of tasks
  • Full-text search
  • Multi-client customer service capability
  • WYSIWYG editor for formatting and integrating pictures
  • Collective processing of multiple tasks
  • Adjustable overviews and reliable reporting
  • Service recovery
  • Documentation of the resolution approach
  • Cross-process access to existing resolution knowledge, known errors and workarounds
• Full CMDB/CMS support facilitates the analysis of services concerned, configuration items (CI) involved, and the connection between CIs, users, current and historical tickets and the services
• Planning, proactive management, monitoring and recording of activities
• Process Automation & Workflow Management
  • Flexible display of workflows and service & release processes
  • Automatic & manual routing of tasks by the service organization
  • Integration of external service providers
  • Automatic follow up mechanism in existing tasks
  • Noise reduction of NMS alerts
• Service Lifecycle-Management
  • Integrated Service Catalogue
  • Service-/SLA-Lifecycle-Management
  • Depositing of working hour calendars
  • Linking of services, tickets, contacts, Knowledge base artiticles
  • Support of impact analysis
  • Extensive reporting to services, SLAs, OLAs, UCs
• Complete integration of the ITIL V3 compatible and role-based permissions concept
• Provision and saving of relevant time data, e.g. for service level management