OTRS Customer Excelitas Confirms the Success of Their Shift to Cloud-Based Ticketing Solution Managed OTRS

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Leading optoelectronics firm Excelitas is a longtime user of service management and ticketing solution OTRS. In 2012, Excelitas chose the cloud-based solution, Managed OTRS, and has recently confirmed the advantages of shifting all service management resources to OTRS’ cloud technology.

Excelitas was convinced by Cloud-Based Ticketing Solution Managed OTRS

Stefan Goerke, IT Infrastructure Manager at Excelitas

OTRS convinced us as an extremely efficient, stable and adaptable ticketing system. We are using the cloud version OTRS::ITSM Gold and are surprised by the reliability and speed of the software time and time again.

OTRS Group, leading provider of open source and cloud-based service management software solutions, today announces that longtime customer Excelitas confirms the benefits of Managed OTRS as their service management platform. Excelitas, a leading optoelectronics firm and longtime OTRS customer, has now completely realized the outcome of their shifting IT Service Management to a fully cloud-based solution, and has collaborated with OTRS Group on a case study detailing their use of the software.

Excelitas is an industry leader in optoelectronics, which includes customized lighting technology solutions for medical lighting, analytical instrumentation, aerospace and defense, and many other industries. Based in the United States, the global firm has subsidiaries in Europe, North and South America, and Asia. The company has been an OTRS customer since 2012, and uses OTRS as an IT service management tool across multiple locations.

Before implementing Managed OTRS, Excelitas used a desktop-based ticketing and service management software to manage their IT processes. Cloud-based solutions became more important to Excelitas as their global locations continued to grow, and they needed a solution that could be shared across a global IT network.

After evaluating several solutions, including Service Now and other cloud-based solutions, Excelitas chose Managed OTRS as the future of their IT service management. Managed OTRS was already available in 32 languages, which was crucial to Excelitas’ global locations. A low cost of entry, fast implementation, and flexible adaptation to the specific needs of Excelitas were also contributing factors to their decision.

“OTRS convinced us as an extremely efficient, stable and adaptable ticketing system. We are using the cloud version OTRS::ITSM Gold and are surprised by the reliability and speed of the software time and time again,” said Stefan Goerke, IT Infrastructure Manager at Excelitas. “It would be very hard to keep pace with OTRS using an in-house solution,” he added.

Managed OTRS has now been implemented in multiple Excelitas locations, and after two years of continuous testing, has been found to work faster than every tested in-house solution. At OTRS, this is viewed as a validation and confirmation that cloud-based service management solutions are every bit as effective as in-house technology. Their satisfaction led them to collaborate with OTRS on a brand new case study on their use of OTRS.

“Customers like Excelitas show that Managed OTRS is a true all-around solution and can be used and implemented by IT departments, as well as other departments, such as Facility Management or Finance,” said Christopher Kuhn, COO at OTRS Group. “And, it shows that a cloud-based solution can be faster and more reliable than an in-house solution, without neglecting data security.”

For more information on Managed OTRS, visit the product page here: https://www.otrs.com/homepage/solutions/managed-otrs/

To read the case study, visit the link: https://www.otrs.com/wp-uploads/2014/11/Success_Story_Excelitas_EN.pdf

About OTRS Group

OTRS Group is the vendor and world’s leading provider of the open source OTRS Service Management suite, including the cloudbased Managed OTRS solution as well as the OTRS Help Desk software and the ITIL® V3 compliant IT Service Management software OTRS::ITSM. With subsidiaries in the US, the Netherlands, Hong Kong, Malaysia, and Mexico, OTRS Group offers Managed Services as well as trainings, service support, consulting, and software development to businesses that want to increase the efficiency of their service management while saving costs and resources. Key customers include industry leaders such as NASA, IBM, Siemens, and Kentucky Fried Chicken as well as 130,000 other organizations worldwide. OTRS is available in 34 languages, offers an associated iPhone App, and is used by 60 percent of DAX 30 companies. Find out more about OTRS and our services at http://www.otrs.com.

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