Enhanced OTRS ticketing software helps IT service desk teams to keep cool during latest BYOD movement

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Latest enhancements to OTRS cloud based service management software ensures that with the challenges Bring Your Own Device (BYOD) can create, IT managers and directors can still efficiently control their IT infrastructure as well as handle increased service desk requests, without the added hassle of individual device support.

Progressive companies’ trialling the use of tablets and BYOD still have concerns over how this is possible, and may have helpdesk systems in place which cannot support multiple devices, thus potentially creating unmanageable for IT support teams.

In order to improve services to business with a Bring Your Own Device policy (BYOD), OTRS IT Service Management solutions offer a range of OTRS Feature Add-Ons to enhance the cloud based ticketing system, for example with easy integration of external databases, assignment of SLAs to Configuration Items or an advanced search for an owner of ConfigItems in all classes. These enhancements support CIOs and IT Service Desk teams to manage complex IT administration processes, as well as reducing business risk and ensuring a seamless service for internal clients. The OTRS software gathers all incoming requests and makes it possible for even a small team to respond to queries efficiently. An additional feature that will help ease the transition from fully serviced business owned devices to a more fluid BYOD structure is a Configuration Management Database (CMDB). The CMDB will be essential for managing device enquiries, storing device specific information and easing the management change process. Employees also benefit as the software is cloud based and iPhone accessible.

Christopher Kuhn, COO at OTRS Group says: “At OTRS Group we know how important it is for businesses to seamlessly integrate and support devices across the network. Progressive companies’ trialling the use of tablets and BYOD still have concerns over how this is possible, and may have helpdesk systems in place which cannot support multiple devices, thus potentially creating unmanageable for IT support teams. Our latest features aim to enable these companies more flexibility whilst adapting to the change BYOD brings.”

In March last year, CIO wrote “Killing the HelpDesk Softly – or blowing it up” which discussed the merits and pitfalls of the BYOD movement. Employees bringing their own device have actually started to prove a significant drop in helpdesk enquiries.

But Kuhn continues: “IT Directors need a reliable cloud based software which can help support IT teams duties at the same time as offering employees an easy-to-access and flexible system for getting the assistance and advice they require. The industry may be seeing a slight drop in queries during the early stages, but demand is still high for effective network management solutions.”

Each device will come with its own specifications, as will each employee have a mixture of concerns. Having a robust system in place to match the two is essential. Kuhn concludes: “IT teams need to be flexible, and as workforces grow – so does the knowledge within IT. Having a broad range of devices to serve will mean an increased skills base; retaining HelpDesk demand. Choosing a software like OTRS IT Service Management will not only ensure teams are prepared, but will reduce TCO as well.”

OTRS managed customer service solutions are available on monthly subscription at three levels; Silver, Gold and Platinum. For more information about how OTRS could aid your internal customer support process visit: https://www.otrs.com/solutions/managed-otrs/.

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Josephine Günther
OTRS AG
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