WORKFLOW AUTOMATION
The OTOBO Process Management guides customers and service agents through the entire ticket lifecycle, ensuring that tickets pass through all predefined process steps.
Define conditional logic using activities, associated activity dialogs, transitions, transition actions, and process paths to map complex processes in the canvas – simply by drag and drop, without requiring programming knowledge.
Automate everyday and repetitive routine tasks. Requests such as password resets, access rights requests, approval processes, or employee onboarding/offboarding become standardized and easily repeatable processes.
Handle recurring tasks by performing a series of ticket updates with a single click. Save valuable time and minimize the risk of failures.
Enhance traditional ticket management features with the ability to initiate workflows directly from a ticket.
You can create templates for automatic responses to specific incidents, configure alert rules and escalation emails, and take countermeasures to resolve issues faster and minimize downtime.
When ad-hoc change processes fail, the service desk alarm turns red, and ticket volume rapidly increases. Reduce the risks of failed change management processes, for example, through the automation of request and multi-stage CAB approval processes.
Design specific IT and non-IT changes and automate their execution through process tickets. With the integrated Configuration Management Database (CMDB), you have up-to-date data at your fingertips to manage processes and ensure that the data foundation is current after the change.
The integrated process management of OTOBO allows you to initiate processes directly from the agent interface. Similarly, you can make processes available to employees or customers through the self-service portal or provide for the initiation of processes for both interfaces. You stay flexible and retain full control at all times.
Capture relevant process information concisely and flexibly at runtime. Design individual yet compact process ticket forms for each activity dialog to capture relevant process information. Dynamic fields offer a variety of options to provide context-dependent form flows at runtime and present them in an appealing and concise manner.
In your evolving IT infrastructure, OTOBO must not only be able to respond to requests from third-party systems but also provide information to third-party systems – and OTOBO can do just that.
With the Generic Interface, you can create web services for a specific task without needing knowledge of a scripting language. OTOBO responds to incoming REST or SOAP requests and transparently creates objects or provides object data for other systems.
SCALABLE PLATFORM
The integrated process management seamlessly coordinates additional ITSM disciplines such as Incident, Change, and Problem Management. It automates workflows, streamlines processes, and enhances service quality. Through integration, teams can work more efficiently across departmental boundaries while simultaneously improving customer satisfaction.
The integrated process management optimizes handling of customer inquiries, escalations, and Service Level Agreements (SLAs). It automates workflows, enhances service quality, and boosts customer satisfaction through efficient and consistent customer service and support.
The integrated process management automates all services – both IT and departmental ones like HR, Sales, or Procurement – all on a unified platform. It automates workflows, streamlines processes, and enhances service quality across all departments. This boosts employee productivity and ensures higher customer satisfaction.
SERVICE EXCELLENCE