Case Study: Mitel achieves faster global IT service automation with OTRS

Services included in OTRS open the way for workflow automation and company-wide uniform processes

Mitel Deutschland GmbH, a subsidiary of Mitel, needed a fast, corporation-wide central help desk solution to unify IT support after its merger with Aastra. The team wanted a system that could be deployed globally, meet SLA and KPI needs, support automation, and be operated by the provider so internal staff could stay focused on digital transformation and M&A work. Mitel chose OTRS, using OTRS open for workflow automation and company-wide uniform processes.

OTRS implemented a managed service in just 12 weeks, with features such as Ticket Workflow, Advanced Escalations, Services and SLAs, and State Preselection based on Response Templates. The solution improved transparency, sped up ticket handling and resolution, and gave Mitel better KPI monitoring and more efficient automated workflows for processes like onboarding and termination. With OTRS, many changes could be realized in as little as one day, while the platform remained stable, fast, and easy to adapt.

Mitel

Andreas Szameit

EMEA Service Delivery Manager