OTRS AG Enjoy your Service Management

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1 OTRS AG Enjoy your Service Management Open Source Help Desk and IT Service Management Solutions Christopher Kuhn, Chief Operations Officer OTRS Group February 2014

2 Agenda Facts and Figures... 3 Convinced OTRS Customers...10 Case Studies...11 Contact

3 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 3

4 Facts and Figures Location and Partners 4

5 Facts and Figures OTRS Solutions Solutions Service Contracts OTRS Help Desk Best Practice Editions OTRS ITSM Best Practice Editions Services ON PREMISE Basic Professional Enterprise Basic Professional Enterprise Basic Professional Enterprise Evaluation Conceptual Design Installation Configuration MANAGED OTRS Silver Gold Platinum Training Handover to Operation Review Migration 5

6 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 6

7 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... 7

8 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 8

9 Facts and Figures OTRS Software 2013 Top Countries 2013 Downloads: 2.2 Mio worldwide Installations: Other 42% Germany 20% United States 9% Brazil 5% China 8% Russian Federation 6% Netherlands 2% Spain 2% United Kingdom 2% India 2% Italy 2% 9

10 Convinced OTRS Customers 10

11 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 11

12 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 12

13 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 Installation of a high-performance environment with compliance to the highest security standards 13

14 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 14

15 Case Studies City of Stuttgart City of Stuttgart Background Information: Agents: 150 End Customers: Tickets: per Month OTRS in Service: Since 2008 OTRS Products: OTRS Help Desk OTRS::ITSM 15

16 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 16

17 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 17

18 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 18

19 Obviously This Really Smart Thank You!!! 19

20 Contact EUROPA OTRS AG Norsk-Data-Str Bad Homburg GERMANY T: F: OTRS B.V. Schipholweg XC Leiden THE NETHERLANDS T: F: NORTH AMERICA OTRS Inc Stevens Creek Blvd. Cupertino, CA USA T: F: LATIN- / SOUTH AMERICA OTRS, S.A. de C.V. Av. Insurgentes Sur 1377 Piso 7 Col. Insurgentes Mixcoac Mexico City MEXICO T: 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. A-32 Menara NU, 203 Jalan Tun Sambanthan, Kuala Lumpur, MalaysiaMALAYSIA Tel: OTRS Ltd. Rm 406, 4/F Boss Commercial Centre 28 Ferry Street, Jordon Kowloon HONG KONG Tel: