OTRS Consulting, Implementation, Customization and AMC

Altnix © Confidential 2016

OTRS Consulting Services

www.altnix.com

An Altech Brand Initiative

http://www.altnix.com/


Company Background

USA | India | Middle East

• Headquarters in US

• International Customer

Base

• IT Managed Services

• Contact

– [email protected]

– 1-800-913-9553

mailto:[email protected]


Altnix Portfolio

Managed

Hosting

Monitoring

Solutions

Open

Source

Business

Solutions


Managed Hosting Services

Managed Application Hosting

Managed Dedicated Servers

Managed Cloud Infrastructure

Disaster Recovery Solutions

Custom Hosting Solutions

Focus in Valued Added Services and not Bare Metal Server Hosting


Value Added Services

Consultation Implementation Management

• Architecture

• Open Source

• Cloud Platform

• Scalability

• Deployment

• POC

• Optimization

• Production

• Uptime SLA

• Monitoring

• 24x7 Support

• Daily Mgmt


Database

Web Server

Application

ERP

Platforms

CMS

Mail

Managed Hosting Applications


Virtualization Platforms


Cloud Platforms


Monitoring Solutions

On-Premise Monitoring

Monitoring as Service (MaaS)

Cloud Monitoring

Consulting

Implementations

Customizations

24x7 Monitoring Desk


Monitoring Platform Expertise


Open Source Solutions

All Linux Variants

Zimbra Email Solutions

OTRS Ticketing System

Alfresco Content Management

OpenERP Products


OTRS Snapshot

• Enterprise Grade Tool

• Leader in Open Source

Ticketing System

• Robust Platform

• Wide Customer Base

• Strong Community

• Customizable


IT Service Management (ITSM)

IT Service Management

Service Desk

Incident Mgmt

Problem Mgmt

Service Catalogue

Service SLA

Mgmt

Process Mgmt

Asset and

CMDB

FAQ

Change Mgmt

Reports

ITIL

compliant

Framework


OTRS – Feature List Help Desk (Tickets)

Service Catalog, Queues and Agents

SLA Based Ticket Handling

Dashboards and Reports

Multi-Tenancy (multiple customers support)

Customer Branding

IT Service Management (ITSM)

Asset Management and CMDB

Change Management

Incident Management and Problem Management

FAQ and Knowledge Management

ITIL Compliant Process Definition

Enterprise

Grade and

Open Source !


OTRS – HELP DESK

www.altnix.com



Ticket Management

• Ticket creation via web, email, phone, fax, PDA, SMS or

SOAP/XML.

• Templates for ticket and auto responses

• Queue-based definition of recipient and sender

addresses, signatures and text elements

• Email, Phone and Web Tickets

• Optimized fulltext search of all tickets


Self Service Approach

• Creation and Management of own service requests via

web access

• Browser based access to your own customer web

frontend

• Real-time information on ticket status and progress as

well as history

• Individual, pre-structured templates for easy data logging

and further classification


Service Management

• Hierarchical structure of all active services including their

quality and price

• Drive escalations based on SLAs instead of queue-

based escalations

• Assign a working time calendar to define Service Level

Windows and availability

• Define escalation time, response time, resolution time,

update time etc

• SLA reporting


Access Management

• Separate web front-ends for service staff, customers,

administrators and public users

• Roles and group-based access management for all web

front-ends

• ITIL® compliant roles and authorization system

• Access Control Lists

• Single Sign-On


Reporting

• Sanity check to make sure that the entered input is

correct and complete

• Save frequently-used reports

• Auto-generation and dispatch of reports to predefined

recipients

• Unalterable, automated logging of all events, time

stamps, and activities

• Export reports, graphics and analysis data to printer,

PDF or CSV


Knowledge Management

• Define categories according to your needs and – for a

cross-departmental usage – restrict access to certain

user groups

• Integrated approval process

• Multi language support

• Link one or more tickets to a KB article


OTRS – ITSM

www.altnix.com



Incident Management

• Flexible mapping of Incident-Management workflows,

service processes and structures

• ITIL compliant roles and group-based structure of

specific groups (L1, L2, L3 Support)

• Cross Linkages to CMDB

• Link incidents with CIs, services, FAQ articles or other

incident and problem tickets

• Split incidents for parallel task management


Change Management

• Provisioning of change templates and guidelines for

processing

• Management of changes, work orders, tickets, services,

configuration items and knowledge base articles

• Tracking and monitoring of current and historic changes

and work orders

• Mapping Change Advisory Boards (CAB)

• Graphical view of changes and related work orders

• Supporting parallel work order processing


Asset Management

• Creation of variable CI classes, e.g. Computer,

Hardware, Software, Networks etc.

• Creation of dependencies between CIs and other CI’s,

Services, SLAs, Users usw.

• Mapping hierarchical CI structures

• Comprehensive CI lifecycle management

• Real-time CI monitoring to evaluate the status of

changes and request for changes


Process Management

• Definition of processes and workflows

• Activities in a process and related approvals

• Conditional process flows

• Cross Linkage to Incidents, Tickets and Assets

• Graphical widget for process design and

definition


Altnix Services

• OTRS Consulting

• OTRS Configuration

• OTRS Customization

• OTRS AMC Based Support

• OTRS On-Premise Support (Mumbai)

• OTRS Remote Support

• Managed OTRS Offering !


MANAGED OTRS

www.altnix.com



Managed

• Pro-Active Management

• On-Going Optimization

What is Managed OTRS?

Hosted

• Cost Optimized Hosting

• Cloud and Dedicated Option

Monitored

• 24x7 Monitoring

• Disaster Prevention

Guaranteed

• Uptime Guarantee SLA

• Application Continuity


Managed OTRS Features

• Hosted Offering

• Operating System Mgmt

• Server Mgmt

• OTRS App Mgmt

• Data Backup Mgmt

• Security Mgmt

• 24x7 Monitoring

• Phone and Email Support

• Ready to Use OTRS

Login

• Help Desk Features

• ITSM Features

• Upgrades on OTRS

• Configuration of OTRS*

• Customization for OTRS*

• Training Services*


Manage OTRS ComparisonOther Offerings Altnix

Hosted Services Purchased by

Customer

Provided by Altnix

Infrastructure Guarantee Purchased by

Customer

Provided by Altnix

OTRS App Mgmt Yes

Server Mgmt Yes

Data Backup Mgmt Yes

Security Mgmt Yes

24x7 Monitoring Yes

Phone / Email Support Yes


Customer Sample


THANK YOU

www.altnix.com

Contact

[email protected]

1-800-913-5553


mailto:[email protected]

OTRS Consulting, Implementation, Customization and AMC

Technology

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