Altnix provides consulting, implementation, customization and 24x7 Support services for OTRS based Help Desk and IT Service Management (ITSM). Altnix can implement ITIL compliant ITSM processes and support process using OTRS. Altnix can customize OTRS and integrate OTRS with other third party tools

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OTRS Consulting Services
www.altnix.com
An Altech Brand Initiative

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Company Background
USA | India | Middle East
• Headquarters in US
• International Customer
Base
• IT Managed Services
• Contact
– sales@altnix.com
– 1-800-913-9553

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Altnix Portfolio
Managed
Hosting
Monitoring
Solutions
Open
Source
Business
Solutions

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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

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Value Added Services
Consultation Implementation Management
• Architecture
• Open Source
• Cloud Platform
• Scalability
• Deployment
• POC
• Optimization
• Production
• Uptime SLA
• Monitoring
• 24x7 Support
• Daily Mgmt

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Database
Web
Server
Application
ERP
Platforms
CMS
Mail
Managed Hosting Applications

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Virtualization Platforms

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Cloud Platforms

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Monitoring Solutions
On-Premise Monitoring
Monitoring as Service (MaaS)
Cloud Monitoring
Consulting
Implementations
Customizations
24x7 Monitoring Desk

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Monitoring Platform Expertise

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Open Source Solutions
All Linux Variants
Zimbra Email Solutions
OTRS Ticketing System
Alfresco Content Management
OpenERP Products

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OTRS Snapshot
• Enterprise Grade Tool
• Leader in Open Source
Ticketing System
• Robust Platform
• Wide Customer Base
• Strong Community
• Customizable

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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

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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 !

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OTRS – HELP DESK
www.altnix.com

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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

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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

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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

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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

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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

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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

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OTRS – ITSM
www.altnix.com

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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

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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

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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

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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

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Altnix Services
• OTRS Consulting
• OTRS Configuration
• OTRS Customization
• OTRS AMC Based Support
• OTRS On-Premise Support (Mumbai)
• OTRS Remote Support
• Managed OTRS Offering !

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MANAGED OTRS
www.altnix.com

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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

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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*

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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

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Customer Sample

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THANK YOU
www.altnix.com
Contact
sales@altnix.com
1-800-913-5553