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Enterprise Service Management (ESM)

Service management for IT and beyond.

Your service organization is expanding – OTOBO scales with it. Internal and external service providers, employees, and partners collaborate on a unified platform. You centrally monitor performance and service quality, enhance collaboration between teams, increase productivity, and employee satisfaction.

ENTERPRISE SERVICE MANAGEMENT

Benefits

Promote collaboration
Foster collaboration between internal departments and external service providers for increased productivity.
Services for all employees
IT, HR, facility management, customer support, citizen service – serve each of your customers efficiently and personally.
Improve service quality
Capture, prioritize, process, and resolve service requests faster – company-wide.

Scalable and user-friendly
OTOBO grows with your service organization and is easy to use for all employees.
Increase employee satisfaction
A single point of contact to report issues and receive support. With better user experiences, you ensure happier employees.
Centrally orchestrated
Put an end to internal process and data silos, efficiently orchestrate all processes in one central location, and maintain full control.

CAPABILITIES

Featured Enterprise Service Management capabilities

Outstanding services in IT and beyond – your employees benefit from a unified platform for all enterprise services, rapid issue resolution, and full transparency on the progress of their requests.

Enterprise Service Portal

Provide employees with a unified user experience and straightforward access to all enterprise services. Easily accessible through the Enterprise Service Catalog via the self-service portal.

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Enterprise Service Catalog

Enterprise-wide services from IT, HR, Finance, Facility Management, Fleet Management, Logistics in a user-friendly service catalog. Each employee only sees the services that are relevant and approved for them.

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360° Service Quality

Monitor your own Service Level Agreements (SLAs), Operational Level Agreements (OLA) with other departments, and Underpinning Contracts (UC) with external service providers. All in one unified platform.

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Multi-Channel Communication

Respond flexibly to the different requirements, needs and communication preferences of your employees. Offer them the freedom to contact your service organization by email, phone or web.

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Share knowledge and optimize collaboration

Accelerate service delivery and provide relevant product know-how, solutions, documents, and templates centrally through the knowledge base — enterprise-wide, easily accessible via the self-service portal.

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Workflow Automation

Integrate additional solutions via web services, define conditions, rules for status transitions, and automate the entire service management. Easily done through drag and drop.

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Multi-Source CMDB

Put an end to data silos and ensure a central database for all service processes with the Multi-Source Configuration Management Database (CMDB). Increase transparency for your teams and manage the lifecycle of all enterprise assets in the CMDB.

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EXTENSIBLE PLATFORM

Create your own best-of-breed service management platform

Webservices – REST and SOAP API

Integrate HR systems, SAP or alternative ERP, CRM, and finance systems with service management. Use web services and the generic REST & SOAP API to initiate processes, transfer data to external systems, or retrieve information from external data sources.

➞ More on Webservice-based Integration

Integrate a universe of databases

Through a database layer enabling parallel access to different databases, you can connect any data sources to OTOBO to make the data available within the service processes. Whether it’s for authenticating employees or providing product data in customer support.

➞ More on integrating multiple data bases

Integrated Multi-Source CMDB

Integrate external data sources with OTOBO’s Multi-Source CMDB to make the organization’s asset data available to all service processes. With detailed insights into the relationships between their assets, you can assess the impacts of incidents or changes early, minimize risks, and expedite solutions.

➞ More on Multi-Source CMDB integration

What our customers say

“The OTOBO team smoothly migrated our system from OTRS 7 to OTOBO. Prompted by the review, we subsequently introduced services and digitized our processes. The self-service offerings in the new customer portal are well-received, and the helpdesk and first-level support are noticeably relieved. OTOBO is a real game-changer for us.”

Ralf GronauIT, HAWK - Hochschule für angewandte Wissenschaft und Kunst

SERVICE EXCELLENCE

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Enterprise Service Management (ESM)

Benefits

Promote collaboration

Services for all employees

Improve service quality

Scalable and user-friendly

Increase employee satisfaction

Centrally orchestrated