The leading software solution for helpdesk & ticketing systems

Pure Workflow. No Limits. The flexible, ITIL®-certified helpdesk software for IT processes—optimize your processes, lower your costs.

What is ITSM?

“Information Technology Service Management” (ITSM) refers to the structured approach to managing IT services. The primary objective of a good service management system is to improve customer satisfaction and reduce IT system downtime. Well thought-out IT workflows are the be-all and end-all when it comes to digitalizing your business processes. For optimal performance of your IT infrastructure, less is sometimes more. Only use the functions of our service management platform that you really need. Opt for our individually adaptable ITSM software, whose range of functions you can easily extend, if required. The Business Process Ecosystem OMNITRACKER grows dynamically with your requirements. Rely on a highly effective ticketing tool that supports your IT architecture and automates your routine tasks. With the OMNITRACKER ITSM Center you can systematically categorize incoming tickets (service requests, incidents), automatically assign them to the appropriate service employee and thus process them more cost-efficiently. Our ticket software has various communication channels such as web gateway, e-mail, telephone and a self-service portal. The OMNITRACKER IT Service Management Center helps you to minimize the impact of incidents and to standardize the organization of service requests company-wide. This improves the quality and speed of your customer support and revolutionizes your internal IT management - regardless of your industry or company size.

Advantages at a glance:

• Efficient IT support
• Higher customer satisfaction
• Flexible customizing
• Easy automation
• Transparent performance measurement
• Fast ROI and long-term security

ITSM software: ready to use and flexibly configurable

Our out-of-the-box variant consists of the best from our many years of experience that we gained through customer projects. Whether you are a global player with a highly specialized software solution or rather of a business with a manageable IT department—the size or industry of your company does not matter. With our ITSM tool, you rely on a highly flexible ticketing software that grows dynamically with you, so that your service desk is always up-to-date, and you can offer both your customers and employees excellent services.

• We support you in your requirements analysis.
• Together with you, we design a perfectly coordinated helpdesk concept.
• We configure your ITSM tool according to your ideas.
• We show you how you can further develop your ITSM environment by yourself.
• We are there for you if the communication structures of your IT support change and you want to adapt your IT environment.

OMNITRACKER IT Service Management Center | Ticketing functionality and ITSM process

The OMNITRACKER IT Service Management Center ITSM software is the central point of contact for internal and external support concerns of all kinds. The main goal of the service desk is to keep the impact of technical problems as low as possible and to continuously improve the efficiency and quality of service requests. To ensure this, our ITSM software has numerous functions that can be flexibly adapted and extended as required. Most of the listed terms follow the ITIL® standards. ITIL® is a globally recognized best practice standard in the environment of IT service management software (ITSM). A self-service portal enables you to manage your services centrally via predefined workflows. By using the self-service portal, your staff as well as your customers gain access to your company's services. A web store integration expands the functional scope of the self-service portal so that both services can be requested and products ordered.

• Call Ticket
• Incident Management
• Parent/Child Incidents
• Service Request Management
• Problem Management
• Change Enablement
• Service Asset & Configuration Management (CMDB)
• Release & Deployment Management
• Monitoring and Event Management
• Availability & Capacity Management
• Single Point of Contact (SPOC)
• Knowledge Management
• Service Level Management
• Service Catalog
• Integrated time recording
• Reporting Dashboards (Business Intelligence)
• Interfaces
• Communication Channels
• Client Capability
• Feedback Management