Outbound Call Center Featured Article

OTRS and GWOS Become Partners in Enterprise Monitoring Solutions

By Rahul Arora
TMCnet Contributor

OTRS, the world's leading provider of open source Help Desk and ITIL-compatible IT Service Management (ITSM) solutions, and GroundWork Open Source (GWOS), the leader in commercial open source systems and network management software, have entered into a strategic partnership, which will allow the companies to create a combined enterprise monitoring and two-way ticketing solution. The solution will enable IT managers to submit tickets directly to OTRS (News - Alert) via GroundWork Monitor and track relevant ticket information.

Both the organizations are quite pleased with the partnership and accept great results out of it. The top officials from the companies think the partnership will be of benefit for both the parties. 

"The combination of enterprise monitoring with two-way ticketing provides a powerful new way to reduce costs and enhance customer service," said David Dennis, GroundWork senior director of Marketing and Business Development, in a press release. "We are excited to showcase our OTRS integration at the upcoming webinar."

"Integration between core IT Service Management systems means that customers can reap the benefits of structured notifications and issue management with OTRS without leaving their monitoring environment in GroundWork Open Source (News - Alert)," said Paul Salazar, general manager of OTRS, Inc., in a statement. "Our partnership means higher performance solutions for customers using open source software in their IT infrastructure."

The companies are also organizing a free webcast that will provide an overview of both products as well as a demo of the integration in action. During the one-hour event, IT managers will learn how to monitor help desk ticketing with real-time reliability.

The top officials from both the companies will participate in the event. David Dennis, senior director of Marketing and Business Development for GWOS; Dr. Dave Blunt, VP of Services for GWOS; and Paul Salazar, general manager of OTRS USA will take the charge of the webcast on Wednesday, Nov. 17 at 8 AM PST.

Rahul Arora is a TMCnet contributor. He has worked as an editor and freelance writer for several reputed organizations in India. To read more of his articles, please visit his columnist page.

Edited by Jaclyn Allard