Service Catalog

OTRS Help Desk comes with an out-of-the-box Service Catalog, that allows you to map your service offering to the system as well as deliver, measure, and tune your services to meet the changing needs of your business. Save valuable time and costs due to a higher efficiency in service delivery and improve customer satisfaction.

Feature	Description
Service Catalog Management	Saves valuable time and costs due to a higher efficiency in service delivery and improves customer satisfaction Provides a holistic picture of all well defined services including their quality and price by providing a flat or hierarchical structure of all active services Supports visibility, provisioning and sale of services to your customers Assigning services including SLAs for classification while creating new tickets Drive escalations based on SLAs instead of queue-based escalations Avoiding SLA breaches to keep costs low and image high
Service overview	Display of all services regardless of their current status for maintenance Drilling down to edit and manage specific services
SLA overview	Display of all SLAs regardless of their current status Drilling down to edit and manage specific SLAs Display relations to services
Service creation	Creation of new services via the OTRS administrator webfrontend Defining hierarchical structures of leading services and subservices Maintaining status information Adding descriptive comments
SLA creation	Creation of new SLAs via the OTRS administrator webfrontend Assigning a working time calendar to define Service Level Windows and availability Define time spans like escalation time, response time, resolution time, update time and minimum time between incidents to allow OTRS to automatically track your SLAs Assigning SLAs to one or multiple services Add comments to describe your SLA
Automatic SLA tracking	Display of Service and SLA related information in the global ticket data OTRS automatically tracks SLAs according to assigned working time calendars and preset time spans Display critical tickets in the escalation overview based on defined SLAs Defined time spans and configurable thresholds automatically drive notifications
SLA Reporting	Empowers business owners to track service consumption Ensure high performance and cost transparency for providers and users On-Demand reporting and metrics Manage service quality, service costs and resource allocation based on reliable information Report on SLA breaches to allow more detailed analysis and manage service quality
Audit trail	Reduced administrative effort due to lean, audit-proof processes Documentation of services and respective service level agreements (SLA) for auditing purposes