OTRS
Open SourceAbout OTRS
The OTRS platform includes ticket management, automation and reporting.
Used for
- Managing vulnerabilities
- Managing security incidents
- Managing devices
Who it is for
- IT teams
- Business units from IT to HR
From OTRS's own website, read 2026-10-23. How we build listings.
How to evaluate ITSM Platforms
This is how the CIOPages Research Team evaluates this category. It is not an assessment of OTRS. It comes from our Enterprise Service Management (ESM) buyer guide.
25%
ITSM Core
Incident, problem, change, request management; ITIL 4 alignment; CMDB accuracy; SLA/XLA tracking
20%
Enterprise Workflow
Non-IT service catalogs (HR, Facilities, Legal), low-code workflow builder, cross-department orchestration
20%
AI & Automation
AI virtual agents, auto-classification, predictive intelligence, knowledge recommendations, generative AI
15%
Self-Service & Experience
Service portal, mobile app, conversational interface (Teams/Slack), employee experience metrics
10%
Integration & Platform
API-first architecture, iPaaS connectors, ITOM integration, observability tool integration, SSO/SCIM
10%
Reporting & Analytics
Real-time dashboards, custom reports, trend analysis, executive scorecards, benchmarking data
Other ITSM Platforms Vendors
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Quick Facts
otrs.comCategoryIT Service Management
SubcategoryITSM Platforms
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