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OTRS AG
Open Source Help Desk and IT Service Management Solutions
Christopher Kuhn, Chief Operations Officer OTRS Group
February 2014
Enjoy your Service Management
2 © OTRS Group
Agenda
Facts and Figures................................. 3
Convinced OTRS Customers.............10
Case Studies........................................11
Contact.................................................20
3 © OTRS Group
Facts and Figures OTRS Group
The Company
Vendor, source code owner and world’s leading provider of the OTRS
Service Management software.
Founded: 2003
Employees: 70
Locations:
Germany, The Netherlands
USA, Mexico, Hong Kong, Malaysia
Services comprise implementation,
customization and operation of
OTRS including:
- Managed OTRS
- Service Contracts
- Consulting
- Training
- Software Development
4 © OTRS Group
Facts and Figures Location and Partners
5 © OTRS Group
Facts and Figures OTRS Solutions
Services
Basic
Professional
Enterprise
MA
NA
GE
D O
TR
S
Basic
Professional
Enterprise
Basic
Professional
Enterprise
Solutions
Evaluation
Conceptual Design
Installation
Configuration
Training
Review
Migration
Handover to Operation Silver
Gold
Platinum
ON
PR
EM
ISE
OTRS Help Desk
Best Practice Editions
OTRS ITSM
Best Practice Editions
Service
Contracts
6 © OTRS Group
Facts and Figures OTRS Software
The Software
OTRS is the leading open-source service management software
The OTRS product suite comprises: - A powerful and highly scalable helpdesk software
- An ITIL® V3 compatible IT service management software
- An associated iPhone App
- Exclusive Feature Add-Ons
• Web-based and modular
• 33 languages
• Free of licensing costs
7 © OTRS Group
Facts and Figures OTRS Software
OTRS Help Desk
Standard Features are:
- Efficient workflow management
- Graphical Process Designer
- Self-service customer portal & Knowledge Base
- Service Catalog and SLAs
- Management Dashboard for Reporting
- Survey Module
- Time Accounting Module
- Ticket Templates
- Customer Database
- And many more ...
8 © OTRS Group
Facts and Figures OTRS Software
OTRS::ITSM
Standard Features are:
- Configuration Management Database (CMDB)
- ITIL compliant roles and group-based structure of specific groups
- Knowledge Management
- Change Management
- Mapping Change Advisory Boards (CAB)
- Graphical overview of changes and related work orders
9 © OTRS Group
Facts and Figures OTRS Software 2013
Top Countries 2013 Downloads: 2.2 Mio worldwide
Installations: 150 000
Germany 20%
United States 9%
Russian Federation 6%
China 8%
Brazil 5%
Italy 2%
India 2%
United Kingdom 2%
Spain 2%
Netherlands 2%
Other 42%
10 © OTRS Group
Convinced OTRS Customers
11 © OTRS Group
Case Studies Federal Office for Information Security (CERT)
Federal Office for Information Security(CERT)
Background Information: Agents: 15
End Customers: 350
Tickets: 70 per Month
OTRS in Service: Since 2010
OTRS Products: OTRS Help Desk
OTRS::ITSM
12 © OTRS Group
Case Studies Federal Office for Information Security (CERT)
Federal Office for Information Security (CERT)
Requirements: • Solution for internal and external message processing for
security leaks, virus warnings and security advisories
• Documentation of relevant security occurrences
• Notification of appropriate user groups of each event
13 © OTRS Group
Case Studies Federal Office for Information Security (CERT)
Federal Office for Information Security
(CERT)
Solution: • Replacement of a proprietary solution
• Development of a customized protocol (WID-protocol)
for asynchronous communication between
participating systems via e-mail
• Installation of a high-performance environment with
compliance to the highest security standards
14 © OTRS Group
Case Studies Federal Office for Information Security (CERT)
Federal Office for Information Security (CERT)
Benefits: • Quick and easy notification of various user groups
according to individual user rights profiles
• Faster reaction to comparable threat scenarios through
documented processes
• Increased notification quality & reliability with standardized
workflows
15 © OTRS Group
Case Studies City of Stuttgart
City of Stuttgart
Background Information: Agents: 150
End Customers: 4.000 Tickets: 4.000 per Month
OTRS in Service: Since 2008
OTRS Products: OTRS Help Desk
OTRS::ITSM
16 © OTRS Group
Case Studies City of Stuttgart
City of Stuttgart
Requirements: • IT service management solution consistent with their
ITIL® initiative
• Primary ITIL®-processes: Incident management,
problem management and configuration management
17 © OTRS Group
Case Studies City of Stuttgart
City of Stuttgart
Solution: • OTRS::ITSM
• CTI integration
• Customized workflow
• Adoption of CI from legacy system
• Immediate overview in the ticket view of all CI’s that
have been assigned to an end customer
18 © OTRS Group
Case Studies City of Stuttgart
City of Stuttgart
Benefits: • Standardized detection of incidents across the
administration for optimized life-cycle of tickets
• Increased transparency for end users by introducing the
OTRS customer self-service portals
• Reduced workload for specialists by introducing a
central dispatch group
19 © OTRS Group
Obviously This’ Really Smart
Thank You !!!
20 © OTRS Group
Contact
EUROPA
OTRS AG
Norsk-Data-Str. 1
61352 Bad Homburg
GERMANY
T: +49 6172 681988 0
F: +49 6172 18076 90
OTRS B.V.
Schipholweg 103
2316 XC Leiden
THE NETHERLANDS
T: +31 71 8200255
F: +31 71 8200254
NORTH AMERICA
OTRS Inc.
19925 Stevens Creek Blvd.
Cupertino, CA 95014-2358
USA
T: +1 415 3669684
F: +1 415 3660179
LATIN- / SOUTH AMERICA
OTRS, S.A. de C.V.
Av. Insurgentes Sur 1377 Piso 7
Col. Insurgentes Mixcoac
03920 Mexico City
MEXICO
T: +52 55 5524 3171
OTRS Lab, S.A. de C.V.
Parque de Software, Módulo A1, Circuito
Norte 100
Parque Industrial Zapotlan 2000
49000 Ciudad Guzmán, Jalisco
MEXICO
ASIA PACIFIC
OTRS Sdn. Bhd.
A-32 Menara NU,
203 Jalan Tun Sambanthan,
50470 Kuala Lumpur,
MalaysiaMALAYSIA
Tel: +603-9236-1118
OTRS Ltd.
Rm 406, 4/F
Boss Commercial Centre
28 Ferry Street, Jordon
Kowloon
HONG KONG
Tel: + 852 3690 1503
