OTRS Consulting & Services – Discover Possibilities

OTRS Group’s comprehensive OTRS consulting and service offering allows you to select implementation and operational support services tailored to your specific needs. OTRS Services are part of our attractive OTRS Business Solution™ offering.

Evaluation

Evaluation

Conceptional Design

Conceptional Design

Installation

Installation & Configuration

Training

Training

Migration

Migration

Review

Review & Optimization

Custom_Development

Customization

Services_grey

Professional Support


 

Evaluation

The evaluation process is the first step in implementing an OTRS solution. Full confidence in both the software and service provider is critical when deciding to invest in any solution. The objective of the evaluation is to provide you with insight into the software’s range of functions and capabilities to understand how it may be used to meet your business requirements.

  • Evaluation workshops tailored to your professional and technical requirements
  • Identifying technical requirements and relationship with OTRS capabilities
  • Project progression, budget, timeline and rough specification of additional OTRS features
  • Platform and hardware recommendation
  • Advice on application support or the OTRS Business SolutionManaged

Conceptional Design

During the conceptual design, organizations work collaboratively with OTRS Consulting to design the exact specifications for their OTRS implementation. The consultant offers best practice recommendations when designing model structures, processes, and workflows and develops all technical specifications for the production environment.

  • Mapping your service organization by developing queue structures that reflect a hierarchical, regional, vertical or by topic design
  • Definition of roles and authorization structures
  • Mapping and defining service processes and workflows
  • Service Catalog design
  • Integration and infrastructure design
  • Security management
  • also for the OTRS::ITSM Module

Installation & Configuration

Leverage our OTRS consulting expertise for successful deployment of mission-critical service solutions. Our Consultants help configure OTRS to integrate with various IT infrastructure elements, eliminating the need to administer redundant data in various systems.

  • Installation of OTRS test/production servers including available updates and optional packages (OPMs)
  • Application integration
  • Testing
  • Roll out

Training

Take advantage of OTRS Group’s in-house training to learn from the experts about the product, customizing solutions, building innovative and individual applications and much more. Administrators, Change Builders and End Users can all enhance their skills and fully optimize OTRS products.

  • Increase user acceptance
  • Facilitate productivity and increase efficiency
  • Reduce consulting costs by increasing “do it yourself” capabilities

Migration

Our highly qualified Consultants assist with migrating legacy systems, upgrading to the latest OTRS release, or migrating to another hardware or software platform. Their experience and knowledge transfer ensure a smooth migration with minimal to no service disruption.

  • Migrate from legacy systems to OTRS, update an OTRS solution, replace the OTRS server environment
  • Collaborative planning of migration and potential solution scenarios
  • Migration of customer and transaction related data and processes
  • Mapping to the OTRS data structure
  • Specification and realization of solution scenarios for an integrative, parallel operation of third party solutions with OTRS

Review & Optimization

As your business needs to evolve, OTRS Consultants assist with re-evaluating and assessing your requirements to uncover unrealized potential within your OTRS solution. If further customization or specialization is required, you have our on-going support and dedication to ensure your organization remains highly adaptable and always competitive.

  • Identifying the potential
  • Integration with third-party solutions
  • Identification and specification of extensions
  • Implementation of new process-related and structural requirements
  • Performance optimization

Customization

Work with the OTRS development team to build highly custom and innovative service solutions on OTRS. OTRS developed solutions provide the flexibility and performance businesses require to meet their customer demands.

  • Identify and create technical specifications
  • Provide cost-benefit estimates and establish development timelines
  • Develop new functionality to meet business requirements
  • Adapt standard functionality to departmental needs
  • Develop solution interfaces between OTRS and other third party products

Professional Support

Within the framework of our professional support services, we offer you direct assistance with any questions or problems related to your OTRS Help Desk System. Thanks to our experts we can offer you comprehensive and reliable support. If desirable, support can be provided 24/7, 365 days a year.

  • Minimization of risks in the use of your OTRS solution
  • Direct support in case of problems or questions
  • Identification of solution strategies
  • Integration of solutions

Availability of OTRS Services sorted by OTRS Releases

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