OTRS Consulting, Implementation, Customization and AMC
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Altnix is an IT managed services company with a focus on managed hosting, monitoring solutions, and open-source business solutions. They offer a wide range of services, including IT service management (ITSM) tools, 24/7 support, and managed OTRS offerings. Their solutions include incident and change management, asset management, and customizable ticketing systems designed to enhance customer service and operational efficiency.
OTRS Consulting, Implementation, Customization and AMC
- 1. Page 1Altnix © Confidential 2016 OTRS Consulting Services www.altnix.com An Altech Brand Initiative
- 2. Page 2Altnix © Confidential 2016 Company Background USA | India | Middle East • Headquarters in US • International Customer Base • IT Managed Services • Contact – sales@altnix.com – 1-800-913-9553
- 3. Page 3Altnix © Confidential 2016 Altnix Portfolio Managed Hosting Monitoring Solutions Open Source Business Solutions
- 4. Page 4Altnix © Confidential 2016 Managed Hosting Services Managed Application Hosting Managed Dedicated Servers Managed Cloud Infrastructure Disaster Recovery Solutions Custom Hosting Solutions Focus in Valued Added Services and not Bare Metal Server Hosting
- 5. Page 5Altnix © Confidential 2016 Value Added Services Consultation Implementation Management • Architecture • Open Source • Cloud Platform • Scalability • Deployment • POC • Optimization • Production • Uptime SLA • Monitoring • 24x7 Support • Daily Mgmt
- 6. Page 6Altnix © Confidential 2016 Database Web Server Application ERP Platforms CMS Mail Managed Hosting Applications
- 7. Page 7Altnix © Confidential 2016 Virtualization Platforms
- 8. Page 8Altnix © Confidential 2016 Cloud Platforms
- 9. Page 9Altnix © Confidential 2016 Monitoring Solutions On-Premise Monitoring Monitoring as Service (MaaS) Cloud Monitoring Consulting Implementations Customizations 24x7 Monitoring Desk
- 10. Page 10Altnix © Confidential 2016 Monitoring Platform Expertise
- 11. Page 11Altnix © Confidential 2016 Open Source Solutions All Linux Variants Zimbra Email Solutions OTRS Ticketing System Alfresco Content Management OpenERP Products
- 12. Page 12Altnix © Confidential 2016 OTRS Snapshot • Enterprise Grade Tool • Leader in Open Source Ticketing System • Robust Platform • Wide Customer Base • Strong Community • Customizable
- 13. Page 13Altnix © Confidential 2016 IT Service Management (ITSM) IT Service Management Service Desk Incident Mgmt Problem Mgmt Service Catalogue Service SLA Mgmt Process Mgmt Asset and CMDB FAQ Change Mgmt Reports ITIL compliant Framework
- 14. Page 14Altnix © Confidential 2016 OTRS – Feature List Help Desk (Tickets) Service Catalog, Queues and Agents SLA Based Ticket Handling Dashboards and Reports Multi-Tenancy (multiple customers support) Customer Branding IT Service Management (ITSM) Asset Management and CMDB Change Management Incident Management and Problem Management FAQ and Knowledge Management ITIL Compliant Process Definition Enterprise Grade and Open Source !
- 15. Page 15Altnix © Confidential 2016 OTRS – HELP DESK www.altnix.com
- 16. Page 16Altnix © Confidential 2016 Ticket Management • Ticket creation via web, email, phone, fax, PDA, SMS or SOAP/XML. • Templates for ticket and auto responses • Queue-based definition of recipient and sender addresses, signatures and text elements • Email, Phone and Web Tickets • Optimized fulltext search of all tickets
- 17. Page 17Altnix © Confidential 2016 Self Service Approach • Creation and Management of own service requests via web access • Browser based access to your own customer web frontend • Real-time information on ticket status and progress as well as history • Individual, pre-structured templates for easy data logging and further classification
- 18. Page 18Altnix © Confidential 2016 Service Management • Hierarchical structure of all active services including their quality and price • Drive escalations based on SLAs instead of queue- based escalations • Assign a working time calendar to define Service Level Windows and availability • Define escalation time, response time, resolution time, update time etc • SLA reporting
- 19. Page 19Altnix © Confidential 2016 Access Management • Separate web front-ends for service staff, customers, administrators and public users • Roles and group-based access management for all web front-ends • ITIL® compliant roles and authorization system • Access Control Lists • Single Sign-On
- 20. Page 20Altnix © Confidential 2016 Reporting • Sanity check to make sure that the entered input is correct and complete • Save frequently-used reports • Auto-generation and dispatch of reports to predefined recipients • Unalterable, automated logging of all events, time stamps, and activities • Export reports, graphics and analysis data to printer, PDF or CSV
- 21. Page 21Altnix © Confidential 2016 Knowledge Management • Define categories according to your needs and – for a cross-departmental usage – restrict access to certain user groups • Integrated approval process • Multi language support • Link one or more tickets to a KB article
- 22. Page 22Altnix © Confidential 2016 OTRS – ITSM www.altnix.com
- 23. Page 23Altnix © Confidential 2016 Incident Management • Flexible mapping of Incident-Management workflows, service processes and structures • ITIL compliant roles and group-based structure of specific groups (L1, L2, L3 Support) • Cross Linkages to CMDB • Link incidents with CIs, services, FAQ articles or other incident and problem tickets • Split incidents for parallel task management
- 24. Page 24Altnix © Confidential 2016 Change Management • Provisioning of change templates and guidelines for processing • Management of changes, work orders, tickets, services, configuration items and knowledge base articles • Tracking and monitoring of current and historic changes and work orders • Mapping Change Advisory Boards (CAB) • Graphical view of changes and related work orders • Supporting parallel work order processing
- 25. Page 25Altnix © Confidential 2016 Asset Management • Creation of variable CI classes, e.g. Computer, Hardware, Software, Networks etc. • Creation of dependencies between CIs and other CI’s, Services, SLAs, Users usw. • Mapping hierarchical CI structures • Comprehensive CI lifecycle management • Real-time CI monitoring to evaluate the status of changes and request for changes
- 26. Page 26Altnix © Confidential 2016 Process Management • Definition of processes and workflows • Activities in a process and related approvals • Conditional process flows • Cross Linkage to Incidents, Tickets and Assets • Graphical widget for process design and definition
- 27. Page 27Altnix © Confidential 2016 Altnix Services • OTRS Consulting • OTRS Configuration • OTRS Customization • OTRS AMC Based Support • OTRS On-Premise Support (Mumbai) • OTRS Remote Support • Managed OTRS Offering !
- 28. Page 28Altnix © Confidential 2016 MANAGED OTRS www.altnix.com
- 29. Page 29Altnix © Confidential 2016 Managed • Pro-Active Management • On-Going Optimization What is Managed OTRS? Hosted • Cost Optimized Hosting • Cloud and Dedicated Option Monitored • 24x7 Monitoring • Disaster Prevention Guaranteed • Uptime Guarantee SLA • Application Continuity
- 30. Page 30Altnix © Confidential 2016 Managed OTRS Features • Hosted Offering • Operating System Mgmt • Server Mgmt • OTRS App Mgmt • Data Backup Mgmt • Security Mgmt • 24x7 Monitoring • Phone and Email Support • Ready to Use OTRS Login • Help Desk Features • ITSM Features • Upgrades on OTRS • Configuration of OTRS* • Customization for OTRS* • Training Services*
- 31. Page 31Altnix © Confidential 2016 Manage OTRS Comparison Other Offerings Altnix Hosted Services Purchased by Customer Provided by Altnix Infrastructure Guarantee Purchased by Customer Provided by Altnix OTRS App Mgmt Yes Server Mgmt Yes Data Backup Mgmt Yes Security Mgmt Yes 24x7 Monitoring Yes Phone / Email Support Yes
- 32. Page 32Altnix © Confidential 2016 Customer Sample
- 33. Page 33Altnix © Confidential 2016 THANK YOU www.altnix.com Contact sales@altnix.com 1-800-913-5553