Why switch to OTRS. Rapid setup, cost savings, high flexibility, and data portability. Plus, OTRS services and training.

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1 to OTRS Rapid setup, cost savings, high flexibility, and data portability. Plus, OTRS services and training.

2 Executive Summary OTRS has been the leading open source Service Management solution for over a decade, with growing worldwide adoption by leading companies across all industries. Known for rapid setup, cost savings and high flexibility, many enterprises also choose OTRS for data portability and assurance of no vendor lock-in. In addition, OTRS services and training empower adopters to quickly become experts at creating unique solutions to make their operations more efficient. A Quick Note on Terminology Handling two-way communications is a key IT Service Management (ITSM) function. It is typically focused around support, but often encompasses a much wider scope. The robust capabilities of systems can include, for example, Incident Management, Problem Management, Configuration and Asset Management. This is because ITSM provides a single point of contact for users to gain troubleshooting help, get answers to questions and solve known problems in infinite variations. Value is derived not only from reacting to user questions, but also from the Service Management s unique position of communicating regularly with a wide array of customers or employees. Information gained in areas such as technical problems, user preferences, and satisfaction can be integrated back into business processes and be extremely valuable. Terms for this function range from Help Desk to Service Management to Ticket System software and more. Some well-known solutions are Remedy (BMC), HP Service Manager (HP), and Altiris (Symantec). Fundamentally, however, it refers to the ability to handle and integrate two-way communications and to turn that into an enterprise strength and asset.

3 Some Big Issues with Big Solutions? Large enterprises depend on comprehensive, dependable Service Management software, but often encounter issues with the cost of user licenses, upgrades, integrations, scalability, data portability and so on. OTRS was designed specifically to be an open technology without these issues. Solutions like Remedy (BMC), HP Service Manager (HP), and Altiris (Symantec) are well-known. While well-known and comprehensive in many areas, these large solutions also have some large issues. Enterprise Service Management solutions require a continued investment in updates, but many enterprises stick with older versions of the system. Since they do not want to reinvest in upgrades, when large solutions come out with a new version, you either upgrade at considerable investment or lose support but continue paying license fees. There is also limited freedom to create necessary integrations. Your computing environment is unique; you know it best. But the big software packages often control creation of new modules and limit full access to the underlying database and which Business Intelligence (BI) tools you can use. This limited freedom includes a lack of choices for On Premise solutions. Most Service Management solutions are in the cloud, very few solutions allow for On Premise installs, even though there are still many important use-cases that require On Premise. Scalability is also key. Annual licensing expenses and requiring new licenses as you add agents, all of these types of issues can inhibit an aggressive growth strategy but may not be obvious during early implementation.

4 First Steps OTRS avoids the first steps obstacle because its smooth pathway to adoption means administrators can quickly get it running and configured. Finding a solution that addresses the urgency and complexity involved with large implementations is essential. OTRS knows integration because the OTRS support team has deep experience helping internal teams with scoping, communicating and implementing on a clear schedule. Worries about implementation are often a major reason why enterprises do not switch. But while big packages may be on-site for 6 to 12 months for implementation, OTRS can typically have enterprise customers up and running in less than 30 days. Wide Adoption and Worldwide Coverage Many enterprises switch because OTRS is ready to help anywhere in the world. This gives companies considering the switch the confidence to move forward. OTRS worldwide coverage means we probably already support your customers languages and localization issues. OTRS is installed in over 150,000 locations in 36 languages worldwide. The expertise needed to execute efficient implementations is based on extensive experience of 1000s of instances across multiple verticals. Below is a partial list of successful OTRS implementations. Successful OTRS implementations Airline/Space/defense: Boeing, Cassidian, Lufthansa, NASA, Virgin Australia Automotive: Hella, General Electric, Porsche Consultancy: Accenture, CSC, Bull Education: MIT, Western University of Health Sciences Food & Beverages: Heineken (Switzerland), KFC, Burger King II: Acer, HP, Huawei Government: New York State, North Carolina Department of Transportation, Privy Council Canada Healthcare: ERT, HDMS, Innovalon Other: Mobile Mini, Phillips, Ericsson Easy Customization Customizing and connecting to existing infrastructure is a major strength of OTRS, and that benefit is a deciding factor in customers adopting our software. We probably already integrate with your middleware. SAP, Salesforce, SugarCRM, Nagios and many more are all covered. If we do not, integration projects can be scoped out and completed quickly. Databases are a key component of customization. OTRS is one of the rare solutions running on MySQL, PostgreSQL, Oracle, and Maria DB. This wide list including the popular open source databases gives great advantage to customers running OTRS on their preferred DBMS. No additional knowledge needed.

5 Data Portability No Vendor Lock-in Unlike the walled garden big solutions, OTRS provides full access to all the data in your database. OTRS understands that real flexibility sometimes comes later. Data portability is important. If you want to switch from OTRS to other solutions, OTRS provides all data and configurations to allow you to do so. Modern Interface Attuned to Enterprise Environments With over a decade of development behind it, the OTRS GUI was developed with the modern enterprise computing environments in mind. OTRS is a web-based system which runs in your preferred browser and can also be used on mobile devices. Your Service Management interface will be completely familiar to your users. Reporting is also a key function. OTRS provides a Management Dashboard with excellent visual line and bar charts for quick access to important Key Performance Indicators (KPIs). The integrated reporting wizard allows non-it staff to design reports and export them via CSV, PDF and . OTRS also provides detailed documentation of the database scheme, which allows analysts to create more complex reports via SQL. Open Source Benefits Without Open Source Worries Open source software benefits are well-known and apply to OTRS: Great pricing model, open development roadmap, access to the source code, worldwide community participation and support. However, OTRS is also a well-established software company that was founded over a decade ago and is publicly traded in Europe. At times, open source means that while the core concept is solid, support is lacking, documentation is fragmented, and enterprise-grade features are missing. That is not the case with OTRS, which wraps the core open source software with enterprise class support and documentation that fits enterprise needs exactly. You always have one contact point, clear support agreements with guaranteed response times, and easy communications and escalation paths.

6 Pricing Flexibility and Simplicity Unlike many alternative Service Management solutions, there is less paperwork and less hassle in training and service contracts with OTRS. The OTRS Business Solution offers everything in one contract: implementation, service contract and features. OTRS has no separate contracts for modules: Free core modules such as Time Accounting, Surveys, Master/Slave, System Monitoring, FAQ, and more can be installed or uninstalled over and over again according to your needs. Furthermore, if you want to add new agents, there are no licensing considerations and it is quite simple to add new users with the Admin interface. In fact, depending on your OTRS Business Solution contract level, you can opt for unlimited agents and will receive a certain number of exclusive Business Features and additional, freely selectable Features. Conclusion You are already familiar with Service Management software and the incredible value it provides tracking and leveraging enterprise communications. Big Service Management packages, however, can become a box canyon: no way out. It is easier to switch than you thought. OTRS is the leading open source Service Management solution, with growing worldwide adoption by leading corporations across all industries. OTRS has rapid setup and high flexibility, and many enterprises also choose OTRS for data portability and assurance of no vendor lock-in. Furthermore, OTRS services and training empowers adopters to quickly become experts at making their operations more efficient. OTRS will take less time, less effort, and be more flexible and easier to use than the system you are using now. So, Obviously This s Really Smart.

7 Contact us Website: North America OTRS Inc Stevens Creek Blvd. Cupertino, CA USA T: F: Latin America OTRS S.A. de C.V. Av. Insurgentes Sur 863, Piso 7 Ofi cina 1 Col. Nápoles Mexico City Mexico T: OTRS Do Brasil Soluções Ltda. Av. Paulista, 37 4 Andar Bela Vista São Paulo Brazil T: F: Europe OTRS AG Zimmersmühlenweg Oberursel Germany OTRS AG Bahnhofplatz 1A Straubing Germany T: F: Asia Pacific OTRS Sdn. Bhd. A-32, Menara Allianz Sentral 203 Jalan Tun Sambanthan Kuala Lumpur Malaysia T: F: OTRS Ltd. Level 6 28 Hennessy Road Admiralty Hong Kong T: