Free. Managed. The OTRS Comparison. Features. Services. Requirements.

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1 Free Managed The OTRS Comparison. Features. Services. Requirements.

2 OTRS Comparison OTRS 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. Compare: 1. Features 2. Services 3. Requirements from p. 4 from p. 9 from p. 15 Free Contract Level: BASIC I PROFESSIONAL I ENTERPRISE Managed Contract Level: SILVER I GOLD I PLATINUM 2

1. Features OTRS Free OTRS Business Solution OTRS Business Solution Managed Basic Features Basic Features Basic Features Features not available

3 1. Features OTRS Free OTRS Business Solution OTRS Business Solution Managed Basic Features Basic Features Basic Features Features not available Business Features Business Features Business Features Features not available Freely selectable Features Freely selectable Features Freely selectable Features 3

Basic Features OTRS Free, OTRS Business Solution and OTRS Business Solution Managed offers a stable and individually configurable basis of features.

4 Basic Features OTRS Free, OTRS Business Solution and OTRS Business Solution Managed offers a stable and individually configurable basis of features. The most important ones are: Ticket Creation via Customer Portal in Phone Team Postboxes (Queues) Fax Security & Permissions Role & Permission Management Owner & Responsible Assignment 2-Factor Authentication Data Transmission via SSL Encoding via S/MIME or PGP The use of public S/MIME Certificates from the LDAP Encryption & Signing of Ticket Notifications Decryption of encrypted s Postmaster Filter for incoming encrypted s Link Layer Columns Information Floater Time Management Appointment calendar management Definition of Business Hours Time Accounting Time zone support 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 Reporting Generate Statistics with Previews CSV/PDF Export Display in Dashboard Ticket Management Ticket Priorization & Assignment Ticket Transmission & Follow-up Service Catalog OTRS::ITSM CMDB OTRS::ITSM Configuration Management Ticket Splitting & Merging Ticket Bulk Action Ticket Links Configurable Ticket Notifications Templates & Text Templates Signatures Notes Attachments Drag and drop file upload Draft mode for notes & s Automation & Processes Automatic Notifications Individual Ticket Fields Master/Slave Function OTRS Process Management OTRS::ITSM Change Management Process Template: Vacation requests Look & Feel Usable for Smartphones & Tablets Theme Individualization Different Ticket Views Dashboard with Filter Options Multiselect Input Fields Copy & Paste Images OTRS::ITSM Module High-contrast skin for full accessibility Avatar for agents Integration Generic Interface via SOAP+REST System Monitoring e.g. to Nagios SAP, baramundi, BMC & CTI Connectors 1 XSLT Mapping Performance Multiple Instances 1 1 For optional services or more agents please contact sales@otrs.com for a separate proposal. 4

Business Features These exclusive Business Features are pre-installed in OTRS Business Solution and OTRS Business Solution Managed and are immediately available.

Customers can receive delivery dates, order states, passwords and travel information anywhere and anytime directly on their phones.

5 Business Features These exclusive Business Features are pre-installed in OTRS Business Solution and OTRS Business Solution Managed and are immediately available. SMS text messages Communicate via SMS to get the most possible attention. Customers can receive delivery dates, order states, passwords and travel information anywhere and anytime directly on their phones. Your service employees on on-call duty can be informed more quickly about incidents. Chat with Chat Channels 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. Audio-Video-Contact Use a service based on WebRTC that establishes audio-visual contact via browser. Notification Web View Use the OTRS Business Solution and OTRS Business Solution Managed without your 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. 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 Dialog Support 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. Templates for Service Processes according to ITIL Use predefined processes of the IT service management disciplines service design, service operation and service transition. Process templates for daily tasks Use process templates for processing standardized or repetitive processes such as: vacation requests, room bookings, travel expenses, material requirements, office supplies and equipment. Web Services With the following integrated web services 2 you can exchange information and data between tools completely free of complex adjustments: JIRA Connector, Bugzilla Connector, and OTRS OTRS Connector. 2 Please note: The web services are only available for OTRS Business Solution PROFESSIONAL/ENTERPRISE customers as well as OTRS Business Solution Managed GOLD/PLATINUM customers and require invoker packages that will be provided via service request by our support team. 5

6 Dynamic Field Web Service This dynamic field makes it possible to show data from third party systems without any extra development. Dynamic Field Database Integrate external data from any number of external databases, e.g. ERP, CRM, Tracking or other ticket systems, and view it in specific dynamic fields. Report Generator Generate convincing PDF reports with selected statistics that you can compile and combine with a click. Ticket Timeline View View 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 Overview Carry out searches more efficiently with a perfect overview of all ticket attachments in your OTRS system no matter how many! Resource Management Meetings, appointments and project planning can be planned and displayed centrally in OTRS for you and your whole department. 6

Freely selectable Features Choose from up to 47 Freely selectable Features of the OTRS Business Solution and the OTRS Business Solution Managed for your specific operational scenario.

7 Freely selectable Features Choose from up to 47 Freely selectable Features of the OTRS Business Solution and the OTRS Business Solution Managed for your specific operational scenario. The Freely selectable Features can be uninstalled/installed at any time. ENTERPRISE / PLATINUM Unlimited: 47 of 47 PROFESSIONAL / GOLD 7 of 43 BASIC / SILVER 3 of 18 Advanced Ticket Split Credit Card Filter Custom Contact Fields Customer Activity Widget Customer Interface Link Object Customer-specific Services Dashboard News Widget Delete Attachments Restore Pending Information Service Categories Adjust Sort Ticket Overview Advanced Editor Advanced Generic Agent Agent Interface Categories for Text Modules Change Write Protection CI Assignment Attribute Dynamic Field Map 3 CI Custom Search 3 CIs in Customer Frontend 3 Dynamic Field Attachment Dynamic Field Config Item Dynamic Field Value Import Service-based Queue Routing State Preselection based on Response Templates Tag Cloud Ticket Time Unit Dropdown Ticket Watchlist Ticket Workflow (auch für OTRS::ITSM 3 ) Time Accounting Quota VIP Customer Dynamic Sender Addresses Escalation Suspend Hide/Show Dynamic Fields ITSM Config Item Reference 3 Multiple Recipient Encryption Openbook Customer Backend Process Management Article Queue Responsible Restrict Customer Data View Specific Ticket Notifications Ticket Allocation Ticket Forms Ticket Queue Selection Advanced Escalations Cache Memcached Fast Dynamic Field Search Booster Extended Ticket Stats 3 Requires OTRS::ITSM. Not all Features are compatible. For any questions regarding compatibility, do not hesitate to contact our sales team at sales@otrs.com. 7

2. Services OTRS Free OTRS Business Solution OTRS Business Solution Managed Service not available Initial

available Professional Customer Service Service not available Professional Updates Professional Customer

Seminars 1 Training Seminars 4 Optional: Training Seminars 1 Service not available Integration of third

applications 1 Service not available Custom Development Optional: Custom Development 1 Optional: Custom

8 2. Services OTRS Free OTRS Business Solution OTRS Business Solution Managed Service not available Initial Assessment & Consulting Initial Assessment & Consulting Initial Assessment & Consulting Service not available Professional Customer Service Service not available Professional Updates Professional Customer Service Professional Updates 4 Professional Customer Service Professional Updates Optional: Training Seminars 1 Training Seminars 4 Optional: Training Seminars 1 Service not available Integration of third party applications Optional: Integration of third party applications 1 Optional: Integration of third party applications 1 Service not available Custom Development Optional: Custom Development 1 Optional: Custom Development 1 1 For optional services or more agents please contact sales@otrs.com for a separate proposal. 4 Depends on your contract level. 8

Initial Assessment & Consulting 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

Evaluation Evaluation workshops tailored to your professional and technical requirements Identifying technical requirements and relationship with OTRS capabilities Project progression, budget,

9 Initial Assessment & Consulting 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. 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 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 Installation & Configuration Installation of OTRS test/production servers including available updates and optional packages (OPMs) Application integration Testing & Roll out 9

Professional Customer Service Qualified Bug Reviews Support for OTRS Generic Interface Support in contractual Service Level Window Included Service Requests Optional: Service

10 Professional Customer Service & Updates 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. Professional Customer Service Qualified Bug Reviews Support for OTRS Generic Interface Support in contractual Service Level Window Included Service Requests Optional: Service Manager 1 Exclusive customer phone support Max. response and resolution time for incidents Professional Updates 4 Remote Minor Release Updates Remote Patch Level Updates Remote Major Release Updates Remote Security Updates 1 For optional services or more agents please contact sales@otrs.com for a separate proposal. 4 Depends on your contract level. 10

Training Seminars 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.

For Administrators OTRS Administrator Training Installation, Backup and Restore of OTRS User administration and authority management Design of queue and authority structures to map a service

11 Training Seminars 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: For Administrators OTRS Administrator Training 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 + OTRS Process Management Wording and elements Creation of process example Import/Export SysConfig (Process Management) For Experts OTRS Expert Training + OTRS Expert Process Management Training 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 Create an example process with loops and branches Dynamic Fields Activity + Activity-Dialog Transition + Transitions-Action Process Design SysConfig settings Import/export of processes Prerequisites Basic knowledge of web based software architecture 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) 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 For Key User 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 11

Integration of third party applications OTRS Generic Interface An efficient and

to third party components like SAP, Salesforce, SugarCRM, Nagios or further ITSM solutions

The Generic Interface boosts OTRS capability to be easily integrated with the existing IT

spent and costs to build and maintain interfaces.

LDAP Monitoring Database Open LDAP MySQL edirectory OTRS Connectors The linking of

to both manage the objects and functionalities to be accessed in both applications and

For the first time, in OTRS Business Solution and OTRS Business Solution Managed, three

used immediately without any additional development.

available for our OTRS Business Solution and OTRS Business Solution Managed.

12 Integration of third party applications 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 database connections via Generic Interface. LDAP Monitoring Database Open LDAP MySQL edirectory OTRS Connectors The linking of third-party applications via the Generic Interface framework requires a connector designed to both manage the objects and functionalities to be accessed in both applications and take into account their specific data structure at the same time. For the first time, in OTRS Business Solution and OTRS Business Solution Managed, three selected connectors 2 will be fully integrated in OTRS, and will therefore be ready to be used immediately without any additional development. JIRA Connector Bugzilla Connector OTRS OTRS Connector Additional connectors are optionally available for our OTRS Business Solution and OTRS Business Solution Managed. Moby Dick OTRS Connector Baramundi Connector SAP SolMan Connector 2 All web services will need invoker packages, which are only available for OTRS Business Solution PROFESSIONAL/ENTERPRISE and OTRS Business Solution Managed GOLD/PLATINUM customers and will be provided via service request by our support team 12

13 Custom Development 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 OTRS Generic Interface Develop new functionality to meet business requirements Adapt standard functionality to departmental needs 13

14 3. Requirements Provision of technical prerequisites and skills for a smooth operation of OTRS. OTRS Free OTRS Business Solution OTRS Business Solution Managed IT resources must be provided by the user OTRS IT Resources Optional: OTRS IT Resources 1 OTRS IT Resources Technical know-how must be provided by the user Technical OTRS Know-how Technical OTRS Know-how Technical OTRS Know-how 1 For optional services or more agents please contact sales@otrs.com for a separate proposal. 14

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

15 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 certified data center. No matter which solution you prefer, stay flexible with OTRS. Required OTRS IT Resources Operation of Network administration VPN administration Firewall administration Database management Server management Timeserver monitoring Mailserver administration Physical facilities management/ Server hardware maintainance Implementation of Regular updates through OTRS experts Closing of vulnerabilities with security patches Additionally for OTRS Business Solution Managed systems Serverhosting & operation in ISO certified data centers SSL encryption Full daily backup Necessary Technical OTRS Know-how Sound knowledge, among other things, in: 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) 15

16 Website:

Managed. Organization. Security. Communication. Structure. Managed by OTRS Experts. Obviously This s Really Smart.

Managed. Organization. Security. Communication. Structure. Managed by OTRS Experts. Obviously This s Really Smart. Organization. Security. Communication. Structure. Managed by OTRS Experts. Obviously This s Really Smart. The OTRS Business Solution Managed contains: Basic Features p. 8 Features Freely selectable Features