OTRS On-Premise & Managed – The Comparison

Self hosted or
all-round carefree in the cloud?

OTRS offers a variety of ways to optimize service management.

On-Premise vs. Managed –
operating models in comparison

On-Premise

Complete control

Complete control over the system and the server.

Data protection

Company data remains within the company.

Device-independent access

Access to the software within the company network is possible regardless of device.

Internal IT effort

Internal resource expenditures are needed to e.g. prevent system failures or to take corrective action in the event of an emergency.

Internal maintenance

You maintain and ensure the security of the system by updating it manually.

Internal resources

Internal provision of hardware and IT personnel.

Managed

IT infrastructure security

Security patches, updates and regular backups for data protection are performed automatically. Security risks are reduced.

Data protection

By default, data is stored on servers in Germany (on request in USA or Canada) according to the latest GDPR standards. A specially trained team takes care of data security.

Cost and time savings

Training of IT staff as well as the acquisition and maintenance of hardware are eliminated as cost factors.

Save resources

Procurement, installation, configuration, maintenance, updates and backups of the software and server are no longer necessary since OTRS Group takes care of this.

Location independence

Access to the software is independent of device and is possible at any time with an internet connection.

Always up-to-date with rolling releases

Software is regularly enhanced and automatically updated, daily work is made easier by new features.

Dependence on the service provider

Requirements, support and services correspond to the booked service package and changes must be clarified with service provider.

Company-related data

Data is stored on servers of a third-party provider.

Added Value of On-Premise

OTRS with all of its features and professional support — managed in your own data center.

Installation of an OTRS application server in your IT environment.

Operating system, database and web server – you can choose based on the software components we support.

(Security) patches are applied by the customer, so IT can decide when to implement these.

Scalable server storage capacity.

Access to database, file system, web server configuration, and system security can be restricted.

OTRS Group experts are available to assist with questions or implementation requests. Implementation is done by the customer. LINUX/IT knowledge is a prerequisite.

Added Value of Managed

All-round carefree: OTRS with all its features and professional support — maintained by us.

A mirrored test system allows for smooth updates and changes.

The OTRS configuration is transferred from the test system to the production system.

Single sign-on is possible with SAML or Kerberos.

An automatic virus scanner checks incoming email for viruses/spam.

Maintenance and care of all required application components are done on a regular basis. This includes: ElasticSearch, database, web server, operating system.

High performance setup possible upon request with clustering and/or load balancing.

Connect external applications.

Create automated data imports/exports in common output formats on demand.

OTRS experts are always available for questions or individual implementation requests, such as new statuses or additions to the input masks; these can be implemented immediately. No activity is required on the customer side.

Important Service Details

OTRS On-Premise

OTRS

Installation & Operation

OTRS Installation

OTRS Operation

Support

Online Documentation

FAQs

OTRS Customer Portal for Your Customers‘ Requests and Incidents

Support from OTRS Experts

Additional Services

Access to Consulting Services

Administration & Operation

OTRS Administration

Administration of OTRS, Includes:

Administration Webserver:

Installation of Certificates (SSL, S/MIME)

Scan of Emails for Viruses/Spam

Backup & Update

Backup & Update of All Components:

If Test System Is Available:

Infrastructure Standards

Highest Infrastructure Standards:

Configuration of All Connections

Implementing the Configuration to:

Provision of the OTRS Database

Want to try OTRS for free?

Let us know, and we’ll set up a trial instance for you.

Start now