OTRS

June 19, 2016

eStomi Technologies is India’s first and the only certified System Integration Partner for OTRS AG, Germany since 2010. We have certified OTRS and ITSM Practitioners, who have an excellent track record of OTRS implementations. Being an OTRS Partner, our experts provide an extensive help in implementing Helpdesk and ITSM leveraging ITIL guidelines.

OTRS has over 170000 Production instances currently and millions of users worldwide. It is a leading OpenSource ITSM product with a sharp focus on ITIL and an ear towards its customer. Porsche, NASA, Lufthansa, Philips, Toshiba etc are some of prestigious organizations where OTRS has been implemented.

eStomi has reworked on the interface to make it more user-friendly. The dashboard has been made more meaningful by introducing charts/graphs and to help agents being more productive. eStomi team has developed a very effective Reporting dashboard that has been used by most of the senior leaders of our customers. eStomi prides itself for developing a solution to provide encrypted and encoded data – thus securing customer critical details. More case studies can be shared over a call. eStomi team has also integrated with many other products/tools to achieve more efficient ITSM solutions.

eStomi leverages the OTRS architecture displayed below.

OTRS Architecture

eStomi offers OTRS services in the following areas :

  • Greenfield Helpdesk / ITSM implementation
  • Upgrading to latest version
  • Helpdesk / ITSM on cloud
  • Consulting
  • Providing onsite / remote OTRS Support
  • Value additions for senior management, like NPV and ROI based on tickets
  • Providing onsite / remote OTRS Administration
  • CUSTOMIZATIONS

  • Adding or modifying workflows
  • Adding dynamically dependent fields
  • Providing multiple level escalations
  • Customizing SLAs based on different criteria including timezones
  • Suspending/pausing SLAs based on different ticket states
  • Changing the user interface / login screens to suit organizational standards
  • Graph / Reporting features as per the requirements
  • Multiple surveys for different teams/processes
  • Customizing CMDB
  • OTRS INTEGRATIONS WITH

  • Asset Inventory
  • Twitter
  • Facebook (Page and/or account)
  • SMS
  • Active Directory or LDAP
  • Nagios
  • Cacti
  • OSSIM
  • Open NMS
  • Zabbix
  • BMC Remedy
  • Voice
  • HRMS
  • Procurement
  • MIGRATION

  • From BMC Remedy to OTRS
  • From Manage Engine to OTRS
  • From Sapphire to OTRS
  • From any ITSM or homegrown tool to OTRS

 

The value added features and key solutions that eStomi offers compared to community edition can be found here.