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ManageEngine vs OTRS
June 03, 2023 | Author: Michael Stromann
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ManageEngine crafts comprehensive IT management software for all your business needs. We have complete and easy solutions for even your most difficult IT management problems, from keeping your business safe, to ensuring high availability, to making your users happy. We’re bringing IT together so you don’t have to.
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OTRS is a free and open-source trouble ticket system software package that a company, organization, or other entity can use to assign tickets to incoming queries and track further communications about them. Like alternative solutions it is a means of managing incoming inquiries, complaints, support requests, defect reports, and other communications.
ManageEngine and OTRS are both popular IT service management (ITSM) solutions that provide organizations with tools and functionalities to streamline their IT operations and improve customer support.
ManageEngine offers a comprehensive suite of IT management software, including a service desk module, that covers various aspects of ITSM. It provides features for incident management, problem management, change management, asset management, and more. ManageEngine is known for its user-friendly interface, customizable workflows, and extensive integration capabilities with other IT management tools.
OTRS, on the other hand, is an open-source ITSM platform that offers a range of features for ticket management, knowledge base management, and customer support. It focuses on delivering efficient and transparent service desk operations with capabilities such as ticket routing, SLA management, and self-service portals. OTRS allows users to customize their workflows and adapt the system to their specific requirements.
See also: Top 10 IT Service Desk software
ManageEngine offers a comprehensive suite of IT management software, including a service desk module, that covers various aspects of ITSM. It provides features for incident management, problem management, change management, asset management, and more. ManageEngine is known for its user-friendly interface, customizable workflows, and extensive integration capabilities with other IT management tools.
OTRS, on the other hand, is an open-source ITSM platform that offers a range of features for ticket management, knowledge base management, and customer support. It focuses on delivering efficient and transparent service desk operations with capabilities such as ticket routing, SLA management, and self-service portals. OTRS allows users to customize their workflows and adapt the system to their specific requirements.
See also: Top 10 IT Service Desk software
ManageEngine vs OTRS in our news:
2010. OTRS ITSM 2.0 - the first open-source ITIL certified solution
Many companies opt to use OTRS as their helpdesk system for two main reasons: it is both free and highly compatible with website and email integration. Recently, OTRS has expanded its reach to include sysadmins and IT departments, even within larger organizations. The latest release, OTRS ITSM 2.0, has received official certification from PinkVERIFY, an expert company, for its compatibility with six ITIL v3 processes. ITIL serves as a repository of recommendations and best practices for effective IT infrastructure management. OTRS ITSM has been available for approximately three years, offering features such as incident management, problem management, configuration management, SLA management, and knowledge management. The new version, 2.0, introduces change management capabilities, allowing users to oversee processes like setting up new employees with laptops, implementing new systems and equipment, and upgrading licensed software through OTRS ITSM.
2009. Zoho launches cloud version of ManageEngine
Zoho is introducing ManageEngine (its suite of network, systems, and security management software solutions) in a Software-as-a-Service (SaaS) model, starting with OpManager On-Demand, an integrated network and systems management suite. Throughout the year, ManageEngine will continue to release SaaS versions of its entire collection of popular management applications, currently utilized by over 35,000 companies worldwide. ManageEngine OpManager On-Demand captures fault and performance data from servers, desktops, and applications, and presents this information in a business-centric management view that highlights the impact of infrastructure disruptions on business services. The application being offered as a service eliminates the need for administrators to purchase and provision servers, saves time on software installation and configuration, and offers licensing fees based on a pay-as-you-go model. These benefits significantly reduce costs, effort, and time-to-value.
