Open Technology Real Services

Transcription

1 Open Technology Real Services OTRS Help Desk 3.2 The leading Help Desk solution for efficient and extensive Service Management with over 110,000 installations in 32 languages worldwide. Service Meets Business Customers today expect timely, efficient and high quality service whether in product support, IT service, or a call center. However, this often poses a problem for service organizations as they lack the transparency and IT support to actively control the quality of service they provide. Consequently, efficient, high quality, low cost service is in increasingly high demand across all industry sectors. Efficient and extensive service management can only be achieved when technical and IT departments work together to secure or in the case of a malfunction, quickly reconstruct the quality of service level agreed upon with the customer. Moreover, service and business processes also need to be defined or adjusted. It is the responsibility of IT to continuously align its services, service processes and infrastructure for service delivery with the requirements of the business. Information, input and service requests from customers must be chronologically recorded, classified and cross-processed within the time and cost limits set by management or the customer. OTRS Help Desk manages and monitors these values and thus, the quality of service. Over 110,000 organizations worldwide rely on OTRS Help Desk as their solution for efficient IT Service Management. Benefits Reduce total cost of ownership with zero license fees Save time with streamlined Service and Business processes Increase efficiency with mapped and automated processes Receive support for decentralized Service- Organizations Avoid SLA breaches and penalties Receive automated surveillance of ser- vice quality Have process integrated issue tracking Reduced request volume via Self Services See a real-time Management Dashboard Have meaningful Performance reporting Have revision secure history Be web-based and platform-independent Be modularly extensible for ITSM Suite (ITIL) 2013 OTRS AG 1

2 What s New in OTRS Help Desk 3.2 The Process Management Module - Service Meets Business To extensively optimize customer service, service and business processes and logics must be analized, defined or revised. The Process Management Module in OTRS Help Desk 3.2 enables the mapping, creation and administration of these. Thereby, tickets are routed through free, configurable workflows and with the help of individual decision dialogues created by Dynamic Fields, the agent or customer is guided perfectly through the process. Furthermore, conditions can be defined for transitions from one process status to another, for example, an automatic change of queues or the closing of tickets. Mapping, creation and administration of processes Routing tickets through defined workflows Creation of decision dialogue forms as a perfect guide through the process Process automatization through defined conditions Usable in agent and customer interfaces The Customer Information Center - Get a Better Overview OTRS Help Desk 3.2 has a better overview of customers. The new Customer Information Center offers a dashboard-like view on all escalated, reminder, new and open tickets of a specific customer company. All customer users and their individual ticket count are also displayed. All tickets from a specific customer company at one glance A perfect overview of all customer users and their tickets Faster ticket creation with shortcuts Direct access to the customer panel with the new Switch to Customer feature Increased scalability Improved performance of up to 40 percent Doubled scalability Session Management is 10 times faster Improved ticket archiving Number of simultaneously working agents or users can be restricted Improved performance within LDAP-User- Synchronization 2013 OTRS AG 2

3 Transparency for the Customer: Service Request and Incident Management The service desk, also known as SPOC (Single Point of Contact), registers, classifies, and according to importance, forwards all requests, that cannot be handled by the Service Desk itself to the respective units within the service organization. The primary objective of the incident management process, combined with the goal to reduce the resulting, potentially negative impact on the business, is to restore any impaired service performance. The service desk is responsible for a request throughout the entire process. Accordingly, the service desk employees and their provided quality of service determine the level of customer satisfaction. OTRS offers cross-process IT support in order to ensure the best quality of service. Ticket search jumps directly into the TicketZoomView when only one result is found Inclusion of the additional time scale weeks for the creation of reports Event-based notifications can now be sent out only for specific Article Sender Types. Classical Quick incident tracking via web front-end , phone, fax, PDA, SMS, SOAP/XML Automatic issuing and follow-up with NMS-Alerts Templates for standard incidents Request Fulfillment and Incident Management New in OTRS 3.2 Move tickets dirctly into other queues from within the TicketAction dialogues (TicketNote, TicketClose) Search for tickets based on escalation time or defined dynamic fields Exclude articles of certain sender types from being displayed in the overview preview Integration of the PBX system (CTI) for pre-filling of input mask and direct selection Incident classification via services and flexible category trees Integration of content from a knowledge base (Auto) Canned responses for recurring requests Linking, merging and splitting of incidents Master-slave functionality Event-based notification Resubmission of incidents 2013 OTRS AG 3

4 Full-text search Multi-client customer service capability WYSIWYG editor for formatting and integrating pictures Bulk actions of multiple incidents Adaptable overviews User Interface New in OTRS 3.2 Manual configuration of size of the Rich Text Editor in each ticket screen Full support for AJAX and ACLs in the Customer web interface, but this requires JavaScript, which excludes the use of Internet Explorer 6 and earlier Out-of-Office Dashboard Widget shows all colleagues that are away Human-readable certificate contents can now be displayed in AdminSMIME Support of asynchronous event handling Built-in graphical debugger to check the configuration and flow of information Configurable data mapping GUI for key/value transformations Network transports: SOAP/HTTP Database Support Added PostgreSQL 9.1 support A new legacy driver is now available for PostgreSQL 8.1 or earlier versions The MS SQL driver now stores binary data in VARBINARY rather than deprecated type TEXT and uses NVARCHAR to store text strings rather than VARCHAR (improved Unicode support). Integration Integration of Third Party Systems New in OTRS 3.2 Access the FAQ Module via Web Services of the Generic Interface with the included FAQ Connector and for display FAQ articles on the company website Classical The OTRS ticket connector allows the creation, updating and searching of tickets, via Web Services from a third party application Easy creation of new Web Service connections without programming Create new Web Services by leveraging existing ones Build complex scenarios by plugging in custom OTRS extensions Can handle s from a specific folder instead of just from the Inbox folder when connecting to IMAP mail accounts OTRS can connect to IMAP servers using Transport Layer Security (TLS), which is useful for modern restricted environments Self Service for the End-User Structured collection and tracking of incidents via customer web front-end Transparent process progress and status of incidents Listing of all incidents in a client s organization End-user access to select content from the knowledge base 2013 OTRS AG 4

5 Process Automation and Workflow Management Flexible display of workflows and service and release processes Automatic and manual routing of incidents by the service organization Access control via role- and group-based authorization Integration of external service provider Automatic follow up mechanism in exiting incidents Noise reduction of NMS alerts Cross-process access to knowledge base Service Lifecycle Management Integrated service catalog Service/SLA lifecycle management Depositing of working hour calendars Linking of services, tickets, contacts and FAQ articles Support of impact analyses Extensive reporting for services and SLAs Monitoring Quality of Service and Performance Reporting Automatic monitoring of quality of service via SLA-based escalations Alert function via thresholds Dashboard Incident monitoring via watch lists Menu-driven issuing of reports Accounting for compliance requests (revision security) Time Recording Out-of-Office function Time-controlled execution, export and sending of reports OTRS Help Desk - Fields of Application Internal and external IT Service (ITSM) Customer service and product support Civil-citizen service Call Center Complaint Management Procurement Project Management Sales Support HR Management Facility Management And more... System Requirements Client All common and current HTML browsers except for: Microsoft Internet Explorer versions 8 and earlier Firefox versions 3 and earlier Netscape Operating System Windows, Linux, Unix, MacOS, Fedora Core, OpenBSD, FreeBSD, AIX Webserver Apache2, Microsoft IIS Database MySQL, Microsoft SQL Server, PostgreSQL, Oracle Directory Services Microsoft Active Directory, Novell edirectory, OpenLDAP, Oracle Internet Directory, Sun ONE Directory, Fedora Directory Server 2013 OTRS AG 5

6 International Office Locations Regions North America OTRS Inc Stevens Creek Blvd. Cupertino, CA USA T: F: Europe OTRS AG Norsk-Data-Strasse Bad Homburg Germany T: F: OTRS AG Europaring Straubing Germany OTRS B.V. Schipholweg XC Leiden The Netherlands T: F: Latin America OTRS S.A.de C.V. Av. Insurgentes Sur 1377 Piso 7 Col. Insurgentes Mixcoac Mexico City Mexico Tel.: OTRS Lab, S.A. de C.V. Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan Ciudad Guzmán, Jalisco Mexico Asia Pacific OTRS Sdn. Bhd. A06, Block 1B, Level 15, Plaza Sentral, Jalan Stesen Sentral 5, Kuala Lumpur, Malaysia T: F: OTRS Ltd. Rm 406, 4/F Boss Commercial Centre 28 Ferry Street, Jordon Kowloon Hong Kong T: Contact Website: sales@otrs.com OTRS AG 6