OTRS presentation to clients

2. Member of the TREND CAPITAL CONSULTING Group.
Started in 2001 Operating in MENA from Dubai
Providing professional service solutions and
consulting solutions around ITSM and ISO
Now offering OTRS software suite. Local
Partners with OTRS
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3. Our Services
I.T. Outsourcing Consultancy
I.T. Service Management Consultancy
SLAs Implementation
IT Service Management & DMS Tools Implementations
and support
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4. • Why do we use the term “ticket”?
• In order to resolve a problem...
Who wants what?
Who's going to work on this?
When did they ask, when was it done?
How much time did it take (billing, hours)?
What's left to do?
Everything is summarized and presented in a simple and
intuitive manner.

5. Difficult & expensive implementation and customization
Costly licensing and maintenance
Little/no dashboards & reporting metrics
Difficulty in integrating and implementing with other business apps
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6. OTRS Software ITSM suite
This suite has full collection of ITSM modules & CMDB
In-depth reporting - dashboards & reports are designed using
‘drag and drop’
Simple wizard driven implementation and upgrades
Available as self-hosted or SAAS
Licensing: concurrency available
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7. While HITISEM/OTRS Software is a lesser known company, it is a very
viable ITSM suite option
They have stock (but customizable) management processes (incident,
problem, change, request, event, deployment, service asset, service
level, service catalog, service portfolio, and knowledge)
Price can be substantially less than Remedy and other competitive
solutions
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8. Open Source: no license fees, no user limitations, heavily used and tested, active user and
developer community. It is multi-lingual. Web-based and available on mobile.
ITSM and ITIL V3 compliant.
State of the art Software being demonstrated in a lot of places all around the world.
Easy to adapt to the organization environment.
Clear price policy.
Every ticket generated by the system has persistence or "history" showing what happened to the
ticket within its life cycle
OTRS has the ability to merge multiple requests about the same incident, thus making it possible to
work on an incident rather than on singular requests
OTRS is highly scalable, capable of handling thousands of tickets per day and a nearly unlimited
number of simultaneously working agents
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9. Facts and Figures Convinced OTRS Customers
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10. Flexible Service Management-Software Solution Extension
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11. What Does This Mean to
Us?
Typical Application Suite Issues

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