Case Study: Livit AG achieves greater IT freedom with OTRS Cloud

Switching to cloud-based OTRS gives IT resources greater freedom at Livit AG

Livit AG, a Swiss real estate company with about 450 employees, had been using OTRS since 2009 but struggled with irregular updates and maintenance because Linux expertise was limited internally. They needed a way to keep the ticket system running smoothly without tying up scarce IT resources, while also avoiding licensing costs and outsourcing Linux operations.

OTRS provided a cloud-based managed solution that included hosting, administration, and ongoing maintenance, allowing Livit to continue using the same familiar ITIL-compliant ticketing platform without internal operating overhead. The result was reliable operation, timely updates, strong support from OTRS specialists, and a more streamlined service setup; Livit now processes about 500–700 tickets per month with 31 agents and plans to expand use of the customer portal and additional support groups.

Livit

Georg Rölli

Head of IT Operations