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

Transcription

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

2 The OTRS Business Solution Managed contains: Basic Features p. 8 Features Freely selectable Features p. 13 Operation: Through our team! Business Features p. 10 Services Implementation & Administration & Managed Services Customer Service p. 7 p. 14 Optional: Consulting Training Certification 2

3 IT Service Management and customer service in an incredibly attractive package! Maximum service minimal effort Expert implementation Secure operation Professional administration Implementation, operation and administration by the OTRS Group Working with the OTRS Business Solution Managed will give you more time to fully focus on your customers. Don t worry about software implementation, or software updates and security issues. Our experts will take care of it all! Enjoy a smooth and perfectly adjusted system that will help you work more efficiently and meet your customer needs. Play it safe! Full daily backup Operation in a ISO certified data center SSL encryption Highest security standards OTRS Business Solution Managed runs safely in a data center certified by ISO and with SSL encryption. A full daily backup reduces the expensive risk of data loss. Upon your request we will execute a safe transition-out and hand over the application including your configuration and database to you. No matter which solution you prefer, stay flexible with OTRS. 3

4 A win-win situation for you and your customers! Discover mobility Responsive Design Text messages directly to your mobile phone Responsive Design Work with OTRS Business Solution Managed on all your mobile devices. The new responsive design will always adjust perfectly to your screen resolution, no matter what operating system you are using. 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. You re in safe hands with us, because we know-how to get the best out of OTRS. Consulting Training Our recommendation: Consulting services and Training seminars (optional) Our experienced consultants will recognize your needs and design and configure your OTRS Business Solution Managed to perfectly suit your requirements. The advantage: Start working quickly and without hassle with a system that fits your needs. Individual consultations requires an individual quote, so our consulting services are calculated separately. You can also benefit from our training seminars to help you work more effectively with OTRS. 4

5 Unlimited application possibilities 170,000 companies use OTRS worldwide in small-sized companies, at hidden champions & world-famous corporations In action in all fields Usable in all departments Customer service Have a better overview of your customer enquiries with ticket numbers and consistent documentation. External IT services Record the time spent working on an incident directly in the ticket and automatically subtract it from the customer s time quota. Marketing & sales OTRS is also a powerful tool for sales & marketing. Coordinate your customer and partner requests and save time with response templates. Internal IT services Notify your IT staff members immediately via and minimize the impact of incidents. Human resources Easily organize recruiting processes or manage requests for leave or sick notes! Finance Accurate accounting processes and documentation in your financial department can be mapped with OTRS without problems. And many more! Some successful OTRS implementations 5

6 Implementation and Managed Services With OTRS Business Solution Managed you can start your journey quickly and with ease. Our experienced crew will carry out an installation and configuration perfectly tailored to your needs and operate your system efficiently and smoothly. SILVER Max. 10 concurrent agents GOLD Max. 50 concurrent agents PLATINUM Max. 200 concurrent agents 1 Setup & Configuration Configuration Remote or On-site System Provisioning (1 Instance) OTRS::ITSM Module P P P VPN, multiple LDAP support P P Initial Best-Practice Consulting & Trainings Optional 1 Operation Server Virtual Dedicated Dedicated Daily full backup (On demand restore) P P P Firewall & Security Management P P P SSL Encryption (OTRS & DBMS) P P P High-Availability Environement Optional 1 ISO/IEC certified data center P P P Test System Optional 1 Integration of external backends via VPN Optional 1 P 1 For optional services or more agents please contact sales@otrs.com for a separate proposal. 6

7 Basic Features The stable and configurable basis for your success OTRS Business Solution Managed offers a stable and individually configurable basis of features. The most important ones are: Ticket Creation via Customer Portal Phone Fax in Security & Permissions Team Postboxes (Queues) Role & Permission Management Owner & Responsible Assignment 2-Factor Authentication Data Transmission via SSL Encoding via S/MIME & 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 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 request 7

8 Time Management Appointment calendar management Definition of Business Hours Time Accounting Time zone support Solution & Reminder Times Escalations Service Level Management with SLAs OTRS::ITSM Service Level Management Reporting Generate Statistics with Previews CSV/PDF Export Display in Dashboard Knowledge Management & Self Service FAQ/Knowledge Database OTRS Customer Portal Surveys Customer Information Center Integration Generic Interface via SOAP+REST System Monitoring e.g. to Nagios SAP, baramundi, BMC & CTI Connectors 1 XSLT Mapping 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 Performance Multiple Instances 1 1 For optional services or more agents please contact sales@otrs.com for a separate proposal. 8

9 Exclusive Business Features These exclusive Business Features are pre-installed in OTRS Business Solution Managed and are immediately available. Communication Chat 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 audiovisual contact via browser without switching devices. A simple click-to-call button creates a faster way of making visual contact. Only one click in the browser and the customer is connected with the right contact person immediately and completely free of charge, without the usual service charges collected by service hotlines. Ticket Management Notification Web View Use the 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. 9

10 Knowledge Base & Self Service 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 dialog is also possible. Automation & Processes Templates for Service Processes according to ITIL Use the following predefined processes of the IT service management disciplines service design, service operation and service transition: Service Design::Availability Management (proactive) Service Design::Availability Management (reactive) Service Design::Catalogue Management Service Design::Continuity Management Service Design::Service Design Coordination (individual design) Service Design::Service Level Management Service Design::Supplier Management Service Operation::Access Management Service Operation::Event Management Service Operation::Incident Management Service Operation::Problem Management Service Operation::Request Fulfillment Management Service Operation::Service Validation and Testing Service Transition::Change Evaluation Service Transition::Knowledge Management Service Transition::Release and Deployment Management Service Transition::Service Asset and Configuration Management Service Transition::Service Transition Planning and Support Process templates for daily tasks A lot of processes in our daily work are standardized and recurring. So what better to deal with them than standardized process templates? These help avoid mistakes and complete tasks much faster. The result can only be increased quality and efficiency! The following process templates are integrated in OTRS Business Solution Managed: Vacation requests Room bookings Office supplies and equipment Travel expenses Complaints and returns 10

11 Integration Dynamic Field Web Service This dynamic field makes it possible to show data from third party systems without any extra development. Web Services Do you use other tools besides OTRS and would like to access information and data between them? The following web service 2 definitions helps you out: JIRA Connector Bugzilla Connector OTRS OTRS Connector 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. Reporting Report Generator Generate convincing PDF reports with selected statistics that you can compile and combine with a click. Look & Feel 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! 2 Please note: The web services are only available for OTRS Business Solution Managed GOLD and PLATINUM customers and require invoker packages that will be provided via service request by our support team. 11

12 Time Management Resource Management The Resource Management provides a detailed overview over the assignments of the whole team. Benefit from the innovative linkage between calendar entries and ticket appointments. Configurate authorization groups and therefore specifically create team calendars for selected teams thus making information and appointments available for all relevant agents at once. Determine which agent has to fulfill which tasks and how much time it will require. Meetings, appointments and simple project planning are now all centrally mapped and visible for the whole department in OTRS. 12

13 Freely selectable Features Special features for your operating scenario Choose from up to 47 Freely selectable Features of the OTRS Business Solution Managed for your specific operational scenario. The Freely selectable Features can be uninstalled/installed at any time. SILVER max. 3 GOLD max. 7 PLATINUM Unlimited 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 Service-based Queue Routing State Preselection based on Response Templates Tag Cloud Ticket Time Unit Dropdown Ticket Watchlist Ticket Workflow (also for OTRS::ITSM 3 ) Time Accounting Quota VIP Customer 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 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 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 Service-based Queue Routing State Preselection based on Response Templates Tag Cloud Ticket Time Unit Dropdown Ticket Watchlist Ticket Workflow (also for OTRS::ITSM 3 ) Time Accounting Quota VIP Customer 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 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 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 Service-based Queue Routing State Preselection based on Response Templates Tag Cloud Ticket Time Unit Dropdown Ticket Watchlist Ticket Workflow (also for OTRS::ITSM 3 ) Time Accounting Quota VIP Customer 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 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. 13

14 Reliable Customer Service SILVER Max. 10 concurrent agents Application Administration GOLD Max. 50 concurrent agents PLATINUM Max. 200 concurrent agents 1 OTRS Application Administration Service 8 hours/month 10 hours/month 12 hours/month Support Qualified Bug Reviews (per contract period) Remote Updates (in SLW) 4 P P P Support for OTRS Generic Interface 3 requests per period 5 requests per period OTRS Service Portal P P P Service Manager Optional 1 P Exclusive access to webinars P P P Service Level Service Level Window (SLW) 4 Mon Fri 9 am 5 pm excluding holidays Mon Fri 8 am 8 pm excluding holidays 24/7/365 Service Requests (per contract period) Max. Response Time for Unlimited In service level window...critical Impact Incidents 4 hours 2 hours 0,5 hours...medium Impact Incidents 1 business day 4 hours 2 hours...low Impact Incidents 2 business days 1 business day 1 business day Max. Resolution Time for Incidents with Critical Impact Max. Resolution Time for Critical Infrastructure Incidents 1 business day 8 hours 8 hours 4 hours Exclusive Customer Phone Support During business hours 24/7/365 Save Transition Out Handover of Application P P P Handover of Configuration P P P Handover of Database P P P 1 For optional services or more agents please contact sales@otrs.com for a separate proposal. 4 US Pacific Time (PST), Hong Kong Time (HKT) or Central European Time (CET), excluding public holidays. 14

15 Website: