BMC Remedy replacement with ((OTRS)) CE
We have been commissioned by an important Italian banking group to find a solution that would lead to
to replace the existing ticketing system with another system able to reduce costs and maintain the functions of the old
at the same time maintaining the functions of the old help desk and ticketing system.
The customer’s second-level support world was divided into several areas, each with
different needs. Within the same area, very different support activities were performed. Within the same area, very different support activities were performed: some required a simple intervention by the support operator; others, more complex, to be completed required several steps, the intervention of several operators and in some cases of more
in some cases of more structures.
The aim of the project was to replace Remedy with a new platform that could offer new features and reduce costs.
new functionalities and reduce costs. The choice fell on the Open Source platform of Help desk and ticket system ((OTRS)) Community edition.
The previous system
- There are no license costs
- The degree of customization is maximum
- Lower maintenance costs
- immediate configuration