Case Study: GÉANT improves operations center efficiency with OTRS

Managed OTRS enables GÉANT to meet formerly hard-to-fulfill SLAs, relying on the internal operation of the system

GÉANT, the pan-European research and education network, needed a more efficient way to manage a high volume of internal and external IT issues, meet strict SLAs, and unify ticketing and email communication in one place. The organization also wanted a cloud-based solution that could support its community-wide eduGAIN authentication requirements. OTRS provided the ticketing platform used to address these needs.

OTRS implemented a cloud-based, ITIL-aligned ticketing and workflow solution with SLA management, escalation handling, email integration, and custom workflows. GEANT now tracks about 100,000 tickets per month with 10 agents, improving issue visibility, standardizing problem resolution, and saving significant time through automation. With OTRS, GEANT also deployed a bespoke eduGAIN authentication integration on a hosted system, enabling a secure and supportable setup backed by 24/7/365 expert support.

GÉANT

Tony Barber

Head of GÉANT Operations Centre