BestPracticePackage ITSM on Premise

7/23/2019 BestPracticePackage ITSM on Premise

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2013 OTRS AG www.otrs.com 1

OTRS ITSM Best Practice EditionOn Premise

Open TechnologyReal Services

Our Best Practices are the right way for an organization to get startedusing OTRS ITSM.

Leverage our expertise for a successful and ready to use implementation of our ITIL V3

compliant IT Service Management solution OTRS ITSM on your own infrastructure. The

solution includes a Service Contract which guarantees a seamless business operation and

grants access to expert know-how at any time. Choose the service plan that ts best to

your business.

Features

Implementation Services

Patch Level and Minor Release Updates ITILcompatible service operation

Measurable SLAs

Benefts

Short implementation cycle due to best

practice services

Individual setup according to your specic

needs

Exclusive access to OTRS Feature Add-Ons

OTRS ITSM

Is the leading IT-Service ManagementPlatform

Is 100% open source with zero software

license fees

Is a highly exible solution that allows you to

increase the efciency and quality of your

service management

110,000 installations in 32 languages

OTRS Group

Is the creator and source code owner of OTRS

Provides global implementation and

consulting capabilities

Offers custom solution development

services

Delivers global support services


2/5


Basic Professional Enterprise

Implementation ServicesIncluded best practice services remote or on-site* guarantee for a solution that is tailored toyour specifc needs.

Conceptual DesignWork collaboratively with the Consultant to

design the exact specications for your OTRS

implementation.

3 days 3 days 4 days

CMDB Design

Analysis of existing conguration management

and working collaboratively to employ various

options that t the business.

-- -- 4 days

Installation & Configuration

A consultant installs and congures OTRS

on your platform according to your specic

needs.

1 day 2 days 4 days

OTRS Administrator Training

Gives administrators in-depth knowledge on

the skills to install, congure, customize, and

maintain your OTRS solution.

-- 3 days 4 days

ITSM Administrator Training

Provides in-depth knowledge needed to install,

congure, customize, and maintain the OTRS

ITSM modules.

-- 1 day 1 day

OTRS Key User Training

Get your OTRS Agent level users up to speed

quickly with OTRS Key User Training.

-- -- 1 day

Change Builder Training

Enables efciency in creating, managing and

supervising upcoming process, service and

infrastructure changes.

-- -- 1 day

Review & Optimization

Re-evaluating and uncover unrealized potential

within your OTRS solution

-- 1 day 1 day

OTRS ITSM: Best Practice Edition- On Premise

Service Plans

As a service organization with individual requirements you benet from service plans that

have been tailored for your specic needs. Our Professional Edition covers the typical requi-

rements prole of most of our clients and therefore we recommend this edition.

Basic EditionBusiness size: small

Service criticality: low

Service level: low

Professional EditionBusiness size: medium

Service criticality: medium

Service level: medium

Enterprise EditionBusiness size: large

Service criticality: highService level: high


3/5




Service ContractGet full ITILcompliant application support and reliable SLAs during operation.

Resolution and Support Services

Service Level Window (SLW) **Mon - Fr

9am - 5pm

Mon - Fr

8am - 8pm24/7/365

Service requests ***(per contract term)

20 50 unlimited

Maximum Response Timefor Incidents/Service Requests with

Within SLW Within SLW Within SLW

Critical Impact 4 hrs 2 hrs 0,5 hrs

Medium Impact 1 day 4 hrs 2 hrs

Low Impact 2 days 1 day 1 day

Maximum Resolution Time

for service requests with critical impact-- -- 1 day

Emergency Phone Support -- Business hours P

OTRS Feature Add-Ons

extend your standard OTRS with powerful features

Exclusive Access P P P

Included 2 5 10

Porting P P P

Included release updates and bug escalations per contract term

Remote Minor Release Updates * -- P P

Remote Patch Level Updates * -- P P

Remote Security Patch Updates * -- P P

Bug Escalations 1 3 5

OTRS Service Portal P P P


4/5



* Travel costs for on-site consulting are reimbursed by the customer. Remote implementation and update

services require remote access to your systems.

** US Pacic Time (PST), Hong Kong Time (HKT) or Central European Time (CET), excluding public holidays

*** Service requests determined to be caused by an issue in the OTRS standard are not counted as a permit-

ted request.


Discount on custom OTRS developments

Initial development -- 5% 10%

Feature migration 5% 10% 15%

PricingContract term 12 months, auto renewing

Implementation Services (one-time)$5,600

3.960 EUR$14,000

9.900 EUR$28,000

19.800 EUR

Service Contract (per year)$4,995

3.995 EUR$9,995

7.995 EUR$29,995

23.995 EUR

Total (1st year)$10,595

7.955 EUR$23,995

17.895 EUR$57,995

43.795 EUR

Total (subsequent years)$4,995

3.995 EUR$9,995

7.995 EUR$29,995

23.995 EUR


5/5

Documents

BestPracticePackage ITSM on Premise