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OTRS Comparison
OTRS ComparisonOTRS offers you a sea of possibilities to bring your service management up to speed. In addition to the reliable and proven basis that is the OTRS framework, it is essential to choose the right equipment for your ship. These are the OTRS features, and they will determine whether your journey will be adventurous and on-the-edge, or swift and relaxed. On the next pages you will find an overview of our solutions with their different features, services and requirements.
Contract level: BASIC I PROFESSIONAL I ENTERPRISE
Contract level: SILVER I GOLD I PLATINUM
2. Services 3. Requirements1. Features
Compare:
OTRS Comparison
1. Features
OTRS Free
Freely selectable Features
Basic Features
Business FeaturesFeatures not available
OTRS Business Solution™
Freely selectable Features
Basic Features
Business Features
OTRS Business Solution™ Managed
Freely selectable Features
Basic Features
Business Features
Features not available
OTRS Comparison
OTRS Free, OTRS Business Solution™ and OTRS Business Solution™ Managed consists of a broad and varied set of basic features and offers more than 1,441 configuration possibilities. Here are the most important ones:
1 For optional services or more agents please contact sales@otrs.com for a separate proposal.
Basic Features
Ticket Creation via
§ Customer Portal § Email § Phone § Fax
Team Postboxes (Queues)
in
Ticket Management
§ Ticket Priorization & Assignment § Ticket Transmission & Follow-up § Service Catalog § OTRS::ITSM CMDB § OTRS::ITSM Configuration Management § Split Tickets & Ticket Bulk Action § Templates & Text Templates § Signatures § Configurable Notifications NEW
§ Notes § Attachments
Security & Permissions
§ Role & Permission Management § Owner & Responsible Assignment § 2-Factor Authentication NEW
§ Data Transmission via SSL § Encoding via S/MIME & PGP
Time Management
§ Calendar & Business Hours § Time Accounting § Solution & Reminder Times § Service Level Management with SLAs § OTRS::ITSM Service Level Management § Escalations
Knowledge Management & Self Service
§ FAQ/Knowledge Database § OTRS Customer Portal § Surveys § Customer Information Center
Performance
§ Multiple Instances1
Reporting
§ Generate Statistics with Previews NEW
§ CSV/PDF Export § Display in Dashboard
Automation & Processes
§ Automatic Notifications § Individual Ticket Fields § Master/Slave Function § OTRS Process Management § OTRS::ITSM Change Management
Look & Feel
§ Usable for Smartphones & Tablets NEW
§ Theme Individualization § Different Ticket Views § Dashboard with Filter Options § Multiselect Input Fields NEW
§ Copy & Paste Images NEW
§ OTRS::ITSM Module
Integration
§ Generic Interface via SOAP+REST § System Monitoring e.g. to Nagios § SAP, baramundi, BMC & CTI Connectors1 § XSLT Mapping NEW
OTRS Comparison
We offer you a series of exclusive Business Features that allow you to work faster, connect better with other systems and take your customer services to the next level.
§ Chat with Chat Channels NEW
Offer your customers an additional, interactive communication channel: In the agent frontend open chats can be answered directly and saved audit-proof in the ticket. Watch and reply to several chats at the same time with the useful multiple chat view and carry out group chats efficiently.
§ Notification Web View NEW
Use the OTRS Business Solution™ and OTRS Business Solution™ Managed without your email client, as this view gives you a structured overview of all ticket notifications which have been sent to you from the system. New notifications are marked with an asterisk and can be tagged and displayed after viewing with ‘read’.
§ SMS Notification System NEW Inform your agents and your customer reliably and attract their attention with SMS. This way, service employees on call or in the field can solve problems faster and customers can receive delivery dates, order statuses, passwords or travel details at all times directly on their mobile phone.
§ Contact with Data Improve and individualize basic customer contact information by adding additional data such as bank account details in a specific dynamic field directly in the ticket.
§ Field Selection DialogSupport your customers when choosing the right SLAs and inform them about the expected time for request resolution through a notification dialog. A smooth translation of the dialogue is also possible.
§ Process templates for incidents, orders & requests for leave NEW
Process templates ready for importing help you create processes for solving incidents, ordering material required for work and dealing with applications for leave more quickly and easily with a proven basis.
§ Ticket Timeline ViewView more details at a glance! The Ticket Timeline View not only shows tickets in chronological order according to creation time, but also organizes incoming messages onto the right and outgoing messages onto the left side. Searching for specific ticket information is now much easier, especially in long threads.
§ Article Attachment OverviewCarry out searches more efficiently with a perfect overview of all ticket attachments in your OTRS system – no matter how many!
§ Report Generator NEW
Generate convincing PDF reports with selected statistics that you can compile and combine with a click.
§ Dynamic Field DatabaseIntegrate external data from any number of external databases, e.g. ERP, CRM, Tracking or other ticket systems, and view it in specific dynamic fields.
Business Features
OTRS Comparison
Equip your OTRS Business Solution™ or your OTRS Business Solution™ Managed with additional, freely selectable features according to your individual requirements and thus adapt it perfectly to your unique operating scenario. Features do not require customizing, can be easily added and removed and come with guaranteed updates! According to your contract level the following freely selectable features are available:
2 Requires OTRS::ITSM.Please note: not all Features are compatible. For any questions regarding compatibility, do not hesitate to contact our sales team at sales@otrs.com.
Freely selectable Features (Porting incl.)
ENTERPRISE / PLATINUM Unlimited: 44 of 44
PROFESSIONAL / GOLD 7 of 40
BASIC / SILVER 3 of 17
§ Advanced Ticket Split § Custom Contact Fields § Customer Activity Widget § Customer Interface Link Object § Customer-specific Services § Dashboard News Widget § Delete Attachements § Restore Pending Information § Service Categories § Service-based Queue Routing
§ State Preselection based on Response Templates
§ Tag Cloud § Ticket Time Unit Dropdown NEW
§ Ticket Watchlist § Ticket Workflow (auch für OTRS::ITSM2)
§ Time Accounting Quota § VIP Customer
§ Adjust Sort Ticket Overview NEW
§ Advanced Editor § Advanced Generic Agent § Agent Email Interface NEW
§ Categories for Text Modules § Change Write Protection NEW
§ CI Assignment Attribute Dynamic Field Map2 NEW
§ CI Custom Search2 § CIs in Customer Frontend2 § Dynamic Field Attachment NEW
§ Dynamic Field Config Item NEW
§ Dynamic Sender Addresses § Escalation Suspend § Hide/Show Dynamic Fields § ITSM Config Item Reference2 NEW
§ Openbook Customer Backend NEW
§ Process Management Article Email NEW
§ Queue Responsible § Restrict Customer Data View § Specific Ticket Notifications § Ticket Allocation § Ticket Forms § Ticket Queue Selection
§ Advanced Escalations § Cache Memcached Fast
§ Extended Ticket Stats § Resource Allocation NEW
OTRS Comparison
2. Services
Training Seminars3
Optional: Custom Development4Custom Development
Professional UpdatesProfessional UpdatesService not available
Professional Updates3
3 Depends on your contract level.4 For optional services or more agents please contact sales@otrs.com for a separate proposal.
OTRS Free OTRS Business Solution™ OTRS Business Solution™ Managed
Initial Assessment &Consulting
Initial Assessment &Consulting
Initial Assessment &Consulting
Service not available
Professional Support Professional SupportProfessional SupportService not available
Optional: Integration of third party applications4
Optional: Integration of third party applications4
Integration of thirdparty applications
Service not available
Optional: Training Seminars4
Service not available
Optional: Custom Development4
Optional: Training Seminars4
OTRS Comparison
Let us map your organization and implement the solution, or extend your existing system by optimizing its configuration, migrating to a higher release or adding a customized set of powerful features.
Initial Assessment & Consulting
Evaluation
§ Evaluation workshops tailored to your professional and technical requirements
§ Identifying technical requirements and relationship with OTRS capabilities
§ Project progression, budget, timeline and rough specification of additional OTRS features
§ Platform and hardware recommendation § Advice on application support or hosting services
Conceptional Design
§ Mapping your service organization by developing queue structures that reflect a hierarchical, regional, vertical or by topic design
§ Definition of roles and authorization structures § Mapping and defining service processes and workflows
§ Service Catalog design § Integration and infrastructure design § Security management § also for the OTRS::ITSM Module
Installation & Configuration
§ Installation of OTRS test/production servers including available updates and optional packages (OPMs)
§ Application integration § Testing & Roll out
Migration
§ Migrate from legacy systems to OTRS, update an OTRS solution, replace the OTRS server environment
§ Collaborative planning of migration and potential solution scenarios
§ Migration of customer and transaction related data and processes
§ Mapping to the OTRS data structure § Specification and realization of solution scenarios for an integrative, parallel operation of third party solutions with OTRS
Review & Optimization
§ Identifying the potential § Integration with third-party solutions § Identification and specification of extensions § Implementation of process-related and structural requirements
§ Performance optimization
OTRS Comparison
Stay on the safe side with us! We equip your OTRS Business Solution™ or OTRS Business Solution™ Managed with (security) updates – without hidden costs, of course.
3 Depends on your contract level.
Professional Support & Updates
Qualified Bug Reviews Included Service Requests
Support for OTRS Generic Interface
Optional: Service Manager3
Max. response and resolution time for incidents
Exclusive customerphone support
Support in contractual Service Level Window
Remote MinorRelease Updates
Remote MajorRelease Updates
Remote SecurityUpdates
Remote PatchLevel Updates
Professional Support
Professional Updates3
OTRS Comparison
We provide you with the know-how you need for the professional use of OTRS! Our training seminars are a crucial component of an OTRS implementation project. You can also book it as in-house course tailored to your needs. Dates for public OTRS training seminars can be found in our training calendar: www.otrs-academy.com.
Training Seminars
§ Basic knowledge of web based software architec-ture
§ Practical knowledge about functions and structure of directory services
§ Practical knowledge of protocols e.g SMTP, POP3, HTTP, FTP
§ Basic knowledge of SQL § Good knowledge of Best Practice Standards of the IT Infrastructure Library (ITIL)
Prerequisites
OTRS Administrator Training OTRS Process Management+ § Installation, Backup and Restore of OTRS § User administration and authority management § Design of queue and authority structures to map a service organization
§ Administrating frontend modules
§ Wording and elements § Creation of process example § Import/Export § SysConfig (Process Management)
§ Manual Migration § Access Control Lists § Enhancements of LDAP configs § Adjustment of Postmaster Filters § Advanced sysconfig, creation of additional dashlets and calendars
§ Webservice configuration and creation and update of tickets via simple Perl Scripts
§ Ticket Automation
OTRS Expert Training + OTRS Expert Process Management Training
§ Create an example process with loops and branches
§ Dynamic Fields § Activity + Activity-Dialog § Transition + Transitions-Action § Process Design § SysConfig settings § Import/export of processes
OTRS Key User Training § Basics of using OTRS § Introduction to agent and customer frontend, using various ticket interfaces
§ Typical life cycle of a ticket § Using templates and automated text modules § Deploying text modules and data § Working with queues and workflows § Using the knowledge database
For Administrators
For Experts
For Key User
§ Practical knowledge of text editors z. B. UltraEdit, VI, VIM
§ Good knowledge about configuration of Apache and mail servers
Additionally for OTRS Expert Training: § OTRS Administrator Training (Unix/Linux) § 6 months experience in using OTRS as administrator
OTRS Comparison
OTRS Generic Interface
An efficient and cross-process Service Management requires OTRS software solutions to be highly integrative to third party components like SAP, Salesforce, SugarCRM, Nagios or further ITSM solutions as ARS Remedy or HP Service Center. The Generic Interface boosts OTRS’ capability to be easily integrated with the existing IT environment based on web services and allows customization while reducing risks, time spent and costs to build and maintain interfaces. It is also possible to connect data-base connections via Generic Interface.
OTRS ConnectorsBased on the GI framework the way to connect third party business applications is defined by designing connectors to manage all objects involved while taking the systems specific data structures into account. Existing Connectors are exclusively available for OTRS Business Solution™ and OTRS Business Solution™ Managed customers.
TicketConnector
SolMan -Connector
OTRS Generic
Interface
Integration of third party applications
Monitoring
Open LDAP
eDirectory
LDAP
MySQL
Banco de dados LDAP Monitoring Database
OTRS Comparison
Work with the OTRS development team to build highly custom and innovative service solutions on OTRS. OTRS developed solutions provide the flexibility and performance businesses require to meet their customer demands.
Identify and create technical specifications
Provide cost-benefit estimates and establish development timelines
Develop new functionality to meet business requirements
Adapt standard functionality to departmental needs
Custom Development
TicketConnector
SolMan -Connector
OTRS Generic
Interface
OTRS Comparison
3. Requirements
Provision of technical prerequisites and skills for a smooth operation of OTRS.
Technical OTRS Know-how
Technical know-how must be
provided by the user
Technical OTRS Know-how
OTRS IT Resources
IT resources must be
provided by the user
OTRS Free OTRS Business Solution™ OTRS Business Solution™ Managed
OTRS IT ResourcesOptional: OTRS IT Resources4
Technical OTRS Know-how
4 For optional services or more agents please contact sales@otrs.com for a separate proposal.
OTRS Comparison
For using your OTRS solution successfully it is crucial to fall back on detailed know-how about the environment in which OTRS should run. We support your IT department in administration of necessary third party systems and connections, so that the software works smoothly in your organisation. Within the OTRS Business Solution™ Managed our experts will take care about the full software operation, administration and adjustments, hardware and software maintainance as well as a data backup in an ISO 27001 certified data center. No matter which solution you prefer, stay flexible with OTRS.
Sound knowledge, among other things, in:
§ Network administration § VPN administration § Firewall administration § Database management § Server management § Timeserver monitoring § Mailserver administration § Physical facilities management/ Server hardware maintainance
Operation of Implementation of § Regular updates through OTRS experts § Closing of vulnerabilities with security patches
Additionally for OTRS Business Solution™ Managed systems § Serverhosting & operation in ISO 27001 certified data centers
§ SSL encryption § Full daily backup
Necessary Technical OTRS Know-how
§ Administration Linux/Unix based operating systems (LPIC 1 level) § Apache + NGINX administration § Protocols (SMTP, POP3, IMAP) § Perl knowledge § Unix-based Mailserver (e.g. Posfix) § Linux/Unix-based Jobschedule management
§ Database administration (Oracle, Posgres, MySQL) § OTRS administration (expert level)
Required OTRS IT Resources
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