E-time | the software company
Facebook-f Linkedin-in Youtube
  • Home
  • Chi siamo
    • Chi siamo
    • Consulenza Informatica
    • Lavora con noi
  • Servizi e Soluzioni
    • System Integration
      • Data pipeline
      • Business Intelligence (BI)
      • Cloud Integration
      • Data migration
    • Service Desk IT
    • Identity management
    • Application maintenance
    • ERP & CRM
    • E-learning
    • Sviluppo mobile
    • Sicurezza sul lavoro
    • Team collaboration
    • IT Services
    • SOLUZIONI
      • Rexpondo – Ticketing e ITSM
      • Odoo
      • E-auth – based on Keycloak
      • E-box – based on Passbolt
      • Apache Airflow
      • AWS Quicksight – BI software
      • E-vox – Asterisk
      • Docebo®
      • 4HSE
      • Team collaboration
        • E-board – based on Wiki.js
        • E-cloud – Condivisione e archiviazione file
        • E-cal – pianificazione eventi
        • E-chat – Mattermost
      FOCUS AREA
      SOLUZIONI
      SYSTEM INTEGRATION
      System Integration
      Data pipeline
      Business Intelligence
      Cloud integration
      Data migration
      FACTORY
      Sviluppo software
      Sviluppo mobile
      IT SERVICES
      Identity management
      IT Service desk
      Application Maintenance
      ERP & CRM
      E-learning
      Sicurezza sul lavoro
      Web & E-commerce
      Team collaboration
      PRODOTTI
      Rexpondo

      Service desk software

      Odoo

      ERP software

      E-auth

      IAM software

      Docebo®

      E-learning software

      4HSE

      HSE software

      Tutti i prodotti
  • Risorse
    • News
    • Case Study
    • R&D
    • Partner
  • Contatti
  • IT
    • EN
    • IT

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.

Project name
BMC Remedy replacement with ((OTRS)) CE
Client
Banco BPM
Area
Service desk & ITSM

Project purpose

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.

OTRS stands for Open-source Ticket Request System. tickets). ((OTRS)) CE is a software package that can be easily used for creating, distributing, tracking and archiving of tickets received from users via web, phone or email. The web interface is fully customizable and all activities are maintained in the history.
Tickets can have different status characteristics different status characteristics, different escalation times and associated email addresses depending on the queue in which they reside.
((OTRS)) CE also provides for the setting of predetermined responses predetermined answers to tickets also through the use of attachments and is equipped with a system of personalized that allows the creation of statistical analysis statistics on single tickets, exportable in different formats different formats.

The previous system

The collection of tickets took place mainly via web or via telephone (IVR), from the first level help desk the first level help desk to the second level help desk on the BMC Remedy help desk system, chosen by the group chosen by the group as the first and most important system of all support requests coming from users.
The functionalities of the two systems are very similar to each other, however with OTRS, being the latter an Open source system there are several advantages that can be summarized as follows:
  • There are no license costs
  • The degree of customization is maximum
  • Lower maintenance costs
  • immediate configuration
Prev
Next

E-time is a Software House and System Integrator specialized in IT consulting web based and mobile software development for companies, banks and insurance companies.

   

Services

  • System Integration
  • Identity management
  • IT Service Desk
  • All services

Solutions

  • Rexpondo
  • Odoo
  • Docebo®
  • 4HSE
  • Other solutions

Quick Links

  • IT Services
  • E-time solutions
  • Contacts
Facebook-f Linkedin-in Youtube

© 2022 E-time Srl. All Rights Reserved | P.IVA IT03256040233

Utilizziamo i cookie per essere sicuri che tu possa avere la migliore esperienza sul nostro sito. Se continui ad utilizzare questo sito noi assumiamo che tu ne sia felice. Cliccando su “Accept All”, acconsenti all'utilizzo dei cookie sul nostro sito. In alternativa, fai click su "Cookie Settings" per scegliere quali cookie abilitare.
Cookie SettingsAccept All
Manage consent

Privacy Overview

This website uses cookies to improve your experience while you navigate through the website. Out of these, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may affect your browsing experience.
Necessary
Sempre abilitato
Necessary cookies are absolutely essential for the website to function properly. These cookies ensure basic functionalities and security features of the website, anonymously.
CookieDurataDescrizione
cookielawinfo-checkbox-analytics11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics".
cookielawinfo-checkbox-functional11 monthsThe cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional".
cookielawinfo-checkbox-necessary11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category "Necessary".
cookielawinfo-checkbox-others11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Other.
cookielawinfo-checkbox-performance11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Performance".
viewed_cookie_policy11 monthsThe cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. It does not store any personal data.
Functional
Functional cookies help to perform certain functionalities like sharing the content of the website on social media platforms, collect feedbacks, and other third-party features.
Performance
Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.
Analytics
Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.
Advertisement
Advertisement cookies are used to provide visitors with relevant ads and marketing campaigns. These cookies track visitors across websites and collect information to provide customized ads.
Others
Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet.
ACCETTA E SALVA