OTOBO | MAKE PEOPLE SMILE. IT’S EASY.

Enterprise Service Management (ESM)

Streamlined Service Management for the Entire Organization.

New: OTOBO 11.0 | CMDB 11.0 Demo

As your service organization expands, OTOBO scales with you. Our unified Enterprise Service Management platform connects internal and external teams, enabling centralized performance monitoring, enhanced collaboration, increased productivity, and higher 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

Enterprise Service Management – Best Practices for IT and Line of Business

Apply battle-tested best practices across all business departments to simplify employee workflows. A single, unified Enterprise Service Management platform delivers fast solutions, end-to-end visibility, and a better overall experience for your employees.

Enterprise Service Portal

One-stop shopping for all enterprise services via a self-service portal – your employees will appreciate the convenience and simplicity.

Enterprise Service Catalog

Deliver a one-stop shop for all employee-facing services, including IT, HR, Finance, Facility Management, Fleet Management, Logistics and more, in a single, intuitive enterprise service catalog.

→ More on Enterprise Service Catalog

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.

→ More on Service Level Management

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.

→ More on Multi-Channel Communication

Foster knowledge sharing and seamless collaboration

Streamline service delivery by offering a centralized knowledge base with product expertise, solutions, documents, and templates through a self-service portal, accessible across the organization or tailored to specific user groups.

→ More on Knowledge Management

Workflow Automation

Easily integrate external service management solutions using web services. Configure business rules, conditional logic, and automate end-to-end enterprise service management – all with intuitive drag-and-drop functionality.

→ More on Workflow Automation

Multi-Source CMDB

Ditch data silos and unify your asset data with our multi-source CMDB, providing a single source of truth for all relevant IT and non-IT assets across your organization.

→ More on Multi-Source CMDB

OTOBO Add-On Feature Rocket.Chat | Chatbot | IT Service Management | Service Management

EXTENSIBLE PLATFORM

Create your own best-of-breed service management platform

Enterprise Service Management | OTOBO 1

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

Enterprise Service Management | OTOBO 2

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

Enterprise Service Management | OTOBO 3

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.”

Enterprise Service Management | OTOBO 4
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OTOBO Demo - experience in action | Service Management-Plattform | IT Service Management (ITSM) | Customer Service Management (CSM) | Enterprise Service Management (ESM)

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