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 Why OTRS?
Maybe you know this: You work in the area of customer support or technical support in a company and you are responsible for correspondence. With OTRS you can consistently document this correspondence (for example, e-mails, telephone calls, activities) and make it available to all team members or other working groups, so that the customer always receives consistent information. Besides, OTRS monitors the compliance with your service level agreements (SLA) for you. With over 80,000 installations worldwide in 27 different languages, OTRS is one of the most widely used ticket tracking tools.
What does XPRON provide around OTRS:
How does OTRS support me?
OTRS serves the intuitive capture of incidents & service requests by customers or by your service staff, as well as their handling within your service organization and the communication about joint processes with customers, the service management and external service providers.
The aim of the application of the services management software OTRS is to improve the service quality, to lower response times and to reduce service costs through more efficient IT support.
OTRS Help Desk offers you complete traceability of your entire workflow and has a completely individually changeable, platform-independent web surface.
If you want to implement the best practice recommendations of the IT Infrastructure Library (ITIL®) economically and at a reasonable price, OTRS:: ITSM is the right software product for you. With OTRS:: ITSM you receive far more than a solution for the support of your service desk, because it supports the alignment of the entire IT service organization and thus enables your organization to make a decisive contribution to the commercial success of your company. Currently, OTRS:: ITSM supports the ITIL® processes Incident-, Problem- and Change management.
In addition, OTRS:: ITSM offers an integrated configuration management database (CMDB). The CMDB serves to map and manage your IT infrastructure. The main advantage of the CMDB compared with simple inventory solutions is the mapping of the relations and dependencies between the different configuration elements. This not only includes the components of your IT infrastructure but also, among other things, services, SLAs, documents, organizational units and users. Thus, the CMDB is the central foundation of the IT service management, because it offers the necessary transparency about the current state of your IT infrastructure in connection with the provision of the agreed IT services.
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