Service Desk Management

A Service Desk is a primary IT service within the discipline of IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact ("SPOC") to meet the communication needs of both Users and IT employees. But also to satisfy both Customer and IT Provider objectives. "User" refers to the actual user of the service, while "Customer" refers to the entity that is paying for service.

Help Desk

Get the tools to deliver services to your customers. Build stronger, longer lasting relationships and gain a solid competitive edge with the flexibility of OTRS Help Desk software.


  • Ticket Management
  • Self Service
  • Knowledge Management
  • Time Accounting
  • Service Catalog
  • Reporting
  • Survey
  • Access Management

Change Management System (ITIL)

OTRS is a scalable, high- performance, enterprise-grade IT Service Management (ITSM) software that couples the best practices of the IT Infrastructure Library (ITIL v3) with the proven power of OTRS. The OTRS IT Service Management software is a powerful set of tools for managing complex IT administration processes, reducing business risk and ensuring high service quality.

  • Incident Management
  • Problem Management
  • Request Fulfilment
  • Change Management
  • Service Asset & Configuration Management
  • Knowledge Management