Znuny
IT Service Management with Znuny LTS
Znuny is the successor of the widely used ((OTRS)) Community Edition, which is no longer supported by the manufacturer since the beginning of 2021.
Use cases for this ITIL-compliant IT service management platform are:
- Establishing support structures
- Illustrating customer and service information
- Upgrading and expanding existing problem and change management
- Identifying and optimising internal processes and defined workflows
- Reporting for customers
- Substantiating service level agreements (SLAs) for customers
- Ensuring companies work in a more service-oriented manner
End-of-Life:
Version 6 of OTRS is no longer supported by the manufacturer
On 12/23/2020 OTRS AG had informed that support for version 6, both OTRS 6 and ((OTRS)) Community Edition 6 will be discontinued as of 01.01.2021. This came as a surprise to many of us.
Because of this decision on the part of OTRS, we have decided to become a member of the OTTER Alliance, an association of leading services providers for the ((OTRS)) Community Edition in Germany, so that OTRS 6 users won’t be left in the lurch. All members of the OTTER Alliance recognise Znuny LTS as the designated successor to ((OTRS)) Community Edition and will therefore offer their support and services on a permanent basis.
This mean we can offer all ((OTRS)) Community Edition 6 users the following:
- 24 months of additional support, updates and security fixes
- Guaranteed compatibility with Version 6
- Switch to the Znuny by simple update
If you are one of those affected by this change and have questions about how things will continue in future, please get in touch.
"At Felss, we have been manufacturing systems of the highest quality for over 100 years. it-novum implemented an IT service management tool based on OTRS for us in a very short space of time, which provides our employees in Europe, Asia and North America with professional support in their day-to-day business. As a result, we are also equipped when the topic of ITIL comes our way."
Carsten Ackermann, IT Director, Felss Group
Profit from a project with it-novum and Znuny
As a Znuny specialist with fifteen years of ITIL experience, it-novum advises, implements and parameterizes Znuny and offers corresponding support contracts to ensure trouble-free operation.
Migrating from OTRS to Znuny LTS
Upgrading to Znuny LTS
Integration of Znuny
in i-doit, openITCOCKPIT
or SAP
Developing Znuny LTS modules and interfaces
Conceptual design, configuration and training for Znuny LTS
Review and optimisation of Znuny LTS
Our complete service offer
Stephan Kraus
Director IT Service Management
We help with the introduction of the ticket system
Product features and benefits
Creating Tickets
Ticket creation via customer portal, email, phone or fax
Security and Permissions
Role and permission management, owner and responsibility allocation, 2-factor authentication, data transmission via SSL, encryption with S/MIME and PGP
Automation and Processes
Automatic notifications, individual ticket fields, master/slave function, process management
Look & Feel
Usage via smartphones and tablets, customisable themes, different ticket views, dashboard with filter options, multi-select input fields, copy and paste images
Integration
Generic interface via SOAP+REST, system monitoring e.g. Nagios, connectors SAP, BMC, CTI, XSLT mapping
Ticket Management
Ticket prioritisation, allocation, assignment and tracking, service catalogue, ticket sharing and collection campaign jobs, templates and boilerplate texts, signatures, configurable notifications, notes, attachments
Time Management
Calendar and business hours, time tracking, resolution and reminder times, SLAs, escalations
Reporting
Generate statistics with previews, CSV/PDF exports, dashboard notifications
No Installation of Local Clients
The system is completely managed via your web browser and email. Thanks to our responsive design, you can even use it via a smartphone and tablet.
How does Znuny fit into my business?
((OTRS)) Community Edition for Banks / Compliance Management
When problems arise, customers can report their issues or complaints about processes or products using a web form, by telephone or via letter or fax. All these channels are then merged into a single platform where customer communications are automatically displayed in chronological order in the form of support tickets Thus, in its broadest sense, the ticket acts as a customer record that can be expanded to include time-related functions such as configurable response and resolution times and an automated transfer function so that when individuals are not available, other members of staff can take on issues ensuring statutory deadlines are still met.
((OTRS)) Community Edition and Security Incident Handling
The requirements for documenting and processing security-related incidents have particularly risen since the IT Security Act of July 25, 2015 came into effect. Znuny process management can be used to map standardized processes for documentation, evaluation and approval.
((OTRS)) Community Edition as an IT Service Management Platform
Many companies start with Znuny as a helpdesk, but plan to gradually map other IT processes in the future. The ((OTRS)) Community Edition process management system enables users to create forms that trigger predefined workflows. These can include, for example, approval processes, orders or even leave requests. In doing this, ((OTRS)) Community Edition offers companies a powerful framework for the structured processing and secure documentation of IT operations.
Customer Service / Call Centre / CRM
Znuny is an ideal tool for customer communication. 35 supported languages, an easy-to-use interface, connections for up to 10 external databases and a pre-existing customer portal with FAQs and predefined, standard boilerplate texts support agents in providing efficient communications. KPI statistics and customer satisfaction surveys can also be created.
Integrating External Companies
Znuny allows to communicate with external service providers from a ticket or to place an order directly from SAP in Znuny. Answers are automatically written into the relevant tickets as articles and the ticket status is also automatically updated. We can also tailor our connection to SAP (order tickets via web services, time tracking) or i-doit (CMDB) to suit the needs of your particular environment.
