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SDN Journal Authors: Stefan Bernbo, Michel Courtoy, Amitabh Sinha, Mike Wood, Liz McMillan

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Faster and Process Focused: Service Management Software OTRS 3.2 released

OTRS Group, the vendor and world's leading provider of the open source help desk software, OTRS Help Desk, and the open source IT Service Management (ITSM) software, OTRS ITSM, announces the stable release of OTRS Help Desk 3.2 and OTRS ITSM 3.2. The Open Source Service Management Suite OTRS 3.2 can be downloaded for free at http://www.otrs.com/en/software/otrs-help-desk/whats-new-in-otrs-32/

The new process management module in the 3.2 version of the OTRS Help Desk Software not only allows an optimization of the Service Desk but also of the underlying customized processes and business logics. As the tickets are routed through free configurable workflows and decision dialogues guide the service agent or the customer through the process, standard processes like ordering or billing can be made mostly automatic. Employees save time and the risk for process errors is lowered.

Morover, businesses that want to optimize customer service get a better overview of their customer’s tickets with the new customer information center. OTRS 3.2’s increased scalability and performance of up to 40 percent even fits the requirements of enterprise customers. With constant framework requirements (e.g. constant equipment usage), twice as many agents can work simultaneously with the OTRS Help Desk Software and Session Management is ten times faster.

About OTRS Group

The OTRS Group is the vendor and world's leading provider of the open source help desk software, OTRS Help Desk, and the open source IT Service Management (ITSM) software, OTRS ITSM. The corporation consists of OTRS AG and its five subsidiaries: OTRS Inc. (USA), OTRS S.A. de C.V. (Mexico), OTRS B.V. (Netherlands), OTRS Sdn. Bhd. (Malaysia), and OTRS Ltd. (Hong Kong). As of 2009, OTRS AG is listed in the Entry Standard of the Frankfurt Stock Exchange.

The OTRS product suite includes the OTRS Help Desk software and the ITIL® V3 compliant IT service management (ITSM) solution OTRS ITSM, as well as an associated iPhone App. OTRS is available in 32 languages and over 110,000 organizations worldwide including industry leaders such as NASA, IBM, Siemens, and Nokia use OTRS to consolidate their service operations into a single unified solution, saving costs and resources. Find more information about the OTRS products and services at www.otrs.com and www.otrsondemand.com.

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