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OTRS Heralds a New Era in ITSM Solutions

By Mini Swamy
TMCnet Contributor

OTRS, provider of innovative and open-source Help Desk and ITIL-compatible IT Service Management Solutions, has launched turnkey packages for OTRS (News - Alert) Help Desk and OTRS ITSM for SMBs and enterprises.

The complete help desk and ITSM solutions comes in three different editions that cater to customers of all sizes, helping them to get started and actually functioning within a few days.

Providing a mix of consulting, training, and support depending on the size of the organization, the new turnkey editions are customized according to the needs of the company.

Small organizations or single locations that need quick implementation of a simple solution will find that the Basic Edition is well suited for their needs. The Professional Edition is for mid-sized organizations with two to three departments or locations that need additional features plus training, while the Enterprise Edition is for large organizations that require custom deployments for multiple departments or locations on a larger scale. 

"The cooperation with OTRS has been perfect," Uwe Feil, Toshiba (News - Alert) Europe's GM of Technical Services & Support, said, and added that the project came in on time and was in budget, and this was a tremendous achievement for an undertaking of that size. The ROI that had been projected had already been realized.

Commenting on OTRS' capabilities, Paul Hill of the Sitka, AK school district, claimed to have already generated over 300 tickets in the new OTRS system in the first week of the new school year. He also added that new hires were easily set up with e-mail accounts, and given access to building and the grading system. All operational requirements had been met and all issues, including unexpected ones, had been resolved adequately.

Paul Salazar, GM, OTRS USA, said that open source customer interfaces were not only more efficient than before, but also more easier to implement. The new turnkey editions, an offshoot of years of experience with countless organizations, complete with a help desk or ITSM solutions, helped organizations to get up and start running in a very short span of time. This move complemented the recently announced launch of OTRS 3.0 with an all-new GUI for 30 percent quicker ticket turnaround, and would enable the company to take its 80,000 plus customer base to the next level.

Complete information on OTRS turnkey help desk packages, and details and pricing on best practices for implementing and maintaining help desk solutions, and other general information is available at the   company's Web site.

The OTRS Group provides world-wide enterprise support, consulting and engineering, including process design, implementation, customization, application support, and fully managed hosting. Key customers include industry leaders such as NASA, Siemens (News - Alert), Nokia, and Toshiba.

In a related news release, OTRS announced its partnership with Autonomic Resources, a leading supplier of open IT solutions to the civilian, intelligence, and defense agencies of the federal government since 2001. Under the OTRS Worldwide Partner Program, Autonomic Resources will lead the way to governmental deployment of open source, GSA (News - Alert)-available help desk and ITSM solutions.