CASE STUDY | IT SERVICE MANAGEMENT
From paperwork to digital IT workflows: how the City of Cham streamlined its IT support
- Implementation: 2021
- Users: currently 250-300 users, 4 admins
- Ticket volume: several 1.000 tickets per year
- Use case: IT support, onboarding and offboarding processes, plus software and hardware procurement
The City of Cham shows how OTOBO turns paperwork into digital workflows. Requests now take hours instead of days, and all support runs in one place.
OTOBO—open, free, and backed by real support
In the public sector, cost efficiency is a top priority. For many years, the city administration had relied on the ((OTRS)) Community Edition to manage its IT support. When the solution was discontinued, the team began looking for an open, reliable alternative for the future.
The new system needed to deliver not only technically and with regular updates, but also align with the city’s principles of efficiency and independence.
It was clear from the start that the solution had to be open source. “We’ve been running Linux and Docker servers for years, have the expertise in-house, and always act with efficiency in mind. Open source simply fits us.” explains Stefan Dengscherz, Head of IT at the City of Cham.
From free alternatives to commercial tools, various options were evaluated—but none met the city’s requirements. With OTOBO, the team found exactly what they were looking for: a license-free open-source software based on OTRS, backed by professional vendor support.
“The combination of free software and professional support immediately appealed to me. I was eager to contribute.” says Dengscherz. “We stay independent—and still have the assurance of quick help when needed. Plus, given the technical similarities, I had no doubt the migration would be smooth.”
“The combination of free software and professional support immediately appealed to me. We stay independent—and still have the assurance of quick help when needed.”
Rapid migration—ready to go within hours
The migration was effortless: with support from the OTOBO team, the switch was completed within just a few hours—thousands of tickets and the entire knowledge base from previous years were fully transferred.
“The migration went completely smoothly—that really surprised me. The entire ticket history was preserved 1:1 and remains fully searchable. What truly stands out is the new, lightning-fast search—it’s absolutely premium and a real game changer in daily work,” says Dengscherz.
Thanks to the new full-text search, information on recurring requests can now be found within seconds.
“The migration went completely smoothly—that really surprised me. The entire ticket history was preserved 1:1 and remains fully searchable as before.”
One system for all—clear, stable, intuitive
OTOBO centralizes IT support requests from across the entire city administration—including municipal schools, the public works department, and swimming facilities. Requests range from user account creation and password resets to software and hardware orders, as well as access rights management.
The service management platform serves as the central point of contact. Most tickets are submitted easily via email, and even issues resolved through the hotline are documented in the system.
In everyday use, OTOBO proves to be stable and seamless. The interface is intuitive, and functions are logically arranged. “Even if I didn’t know where to click, I’d still find my way around,” says the IT manager.
And when it comes to collaboration?
“A full 10 out of 10. I have nothing but positive things to say about the product and the support—and I’m not easy to impress.”
Digital workflows that reflect each process exactly
Internally, the City also makes targeted use of the service portal—for example, to manage well-defined processes such as digital onboarding and offboarding, or when requesting company mobile phones.
Previously, such requests would circulate entirely on paper throughout the departments. Today, OTOBO manages the entire process digitally—from request submission and approval to delivery.
With support from the OTOBO team, the existing workflows were not only replicated 1:1 but also simplified at key points. The result: processes that feel familiar, yet run significantly faster and more efficiently.
“In the past, requesting a company mobile phone could take up to three weeks—today, the device is ready within two to three days. That’s been very well received.”
Similar efficiency for onboarding and staff changes. It’s the same for onboarding new employees, departmental changes, or staff departures: the HR department initiates the process, and approvers receive an email with a link to approve directly in OTOBO.
These workflows are designed to guide even less tech-savvy colleagues with ease. They’re reliable, efficient, and far faster than before—fully transparent, with no paper trails or media breaks.
A system that delivers on its promise
OTOBO has long become an integral part of everyday IT operations—stable, efficient, and built on clear processes. Collaboration with the OTOBO team has been consistently positive:
“Working together was a real pleasure—open, uncomplicated, and always as equals.”
Looking ahead, the IT team of the City of Cham is particularly interested in linking the CMDB with client and mobile device management—“that would be a real treat.” says Stefan Dengscherz.
Right now, timing isn’t quite right, but OTOBO is ready to go as soon as the project comes up.
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