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IT Service Management (ITSM)
Plan, deploy, and manage IT services more easily and efficiently.
Increased productivity
Relieve the ITSM team, automate recurring tasks, and reduce process lead times.
CAPABILITIES
Featured IT Service Management (ITSM) capabilities
Standardize and automate ITSM processes with ITILⓇ Best Practices. As a Service Management platform, OTOBO is flexibly scalable and grows with your IT service organization. You avoid overburdening the service team and utilize only the functions you truly need.
Ticket (Case) Management made easy
Create, prioritize, categorize, and automatically assign incidents and service requests to the appropriate service teams to ensure employee and customer satisfaction.
Service Desk
Orchestrate IT support with an easily accessible and high-performing IT Service Desk. Automate service delivery, ensure consistently high service quality, and guarantee customer satisfaction.
Incident Management
Process and resolve incident reports more quickly. Reduce service downtime, optimize the productivity of your service teams, meet SLAs, and manage the entire IT ticket lifecycle.
Problem Management
Improve employee and customer satisfaction by identifying and eliminating the root causes of recurring issues to prevent the recurrence of disrupting incidents.
Request Management
Quickly capture requests for IT and non-IT services from customers and employees through the self-service portal, automatically route them to the appropriate teams, and process them efficiently.
Knowledge Management
Provide employees, customers, service teams, or technicians with quick and easy access to documented solution knowledge and relevant information to expedite the handling of incidents and service requests and improve collaboration.
Change Management
Plan, approve, and implement changes faster and more efficiently. Reduce the risk of failures and relieve the service team by reducing the volume of incident reports.
Self-Service
Enable employees, customers, field service, or partners to easily create service requests, select services, search for information in the knowledge base, or access additional tools and processes.
Service-Katalog
Provide IT and non-IT services in a structured and clear manner for employees and customers through a user-friendly service catalog.
Service Level Management
Monitor Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Underpinning Contracts (UC) with customers and service providers to maintain the agreed-upon service quality. All in real-time.
Workflow Automation
Create, automate, and orchestrate IT workflows easily with drag & drop, to relieve expensive resources from routine tasks and deliver solutions faster.
Performance Analytics
Keep track of the performance of the service team and your IT Service Desk at all times. React and make decisions based on transparent data – in real-time.
Configuration Management (CMDB)
Gain transparent insights into IT and non-IT assets that are components of your services. Analyze the relationships between CIs and the resulting business impacts of failures or changes.
Security
Maintain control over all sensitive corporate data, ensure compliance with legal regulations such as GDPR, and guarantee the privacy of employees and customers.
SCALABLE PLATFORM
Extend the scope of your IT service management with beneficial integrations
TSM and ITOM are converging – integrate additional IT systems, safeguarding investments and shaping your customized Service Management platform.
Webservices, REST and SOAP API
Using the Generic Interface and the REST & SOAP API, you can create web services to trigger activities in third-party systems or retrieve information from them. No programming knowledge required.
Integrate multiple databases
OTOBO has a database layer that allows parallel access to different data sources such as customer, product, and asset databases.
CMDB and IT Asset Management (ITAM)
Integrate distributed IT asset data sources into the integrated multi-source CMDB to provide information on Configuration Items (CIs) and their relationships for all ITSM processes.
System Monitoring integration
Integrate ITSM and ITOM – let your system monitoring automatically create tickets for selected system events.
What our customers say
SERVICE EXCELLENCE