Helpdesk software & ticketing system for IT service management.

• Incident management & service request: The customer or employee does not have to decide whether their ticket is an incident or a service request. This makes ticket creation much less complicated for customers and employees. At the same time, incorrect categorisations are less likely to occur, leading to longer ticket processing times and additional work for the support team.
  When a ticket is created, the helpdesk assigns a unique number, which is then used for communication across all processing steps.
• Self-service portal: The Self-service portal can also be used to create tickets and utilise other helpdesk functions outside of business hours. These include the knowledge base and the service catalog.
• Knowledge base: The knowledge base (KB) is a knowledge database that contains edited IT topics in an easily understandable form. Possible examples include how-to articles, i.e. step-by-step instructions for frequently occurring IT problems. Solution wizards can also significantly reduce the workload for IT support. A solution wizard is a questionnaire with predefined dialog windows that can be used to make installations easier, for example. Customers and employees can either search for a solution directly in the knowledge base or IT support can refer to a KB article containing a solution description in the ticket response. Both variants relieve the IT department.
• Service catalog: A service catalog lists all the services offered. It forms the basis for processing service requests. The contractually agreed services (SLAs) also refer to entries in the service catalog.
• Data protection: All files sent are transmitted in encrypted form. The OMNITRACKS infrastructure complies with ISO/IEC 27001 and thus ensures GDPR compliance.

Change & release management: Change management involves the systematic administration of change requests. The aim is to ensure that all system changes are documented and take place in a controlled manner. The approval process for standard changes is streamlined, which means they can be processed more quickly. Emergency changes also have a shortened workflow so that decisions can be implemented without delay in emergencies. Normal changes are all other system changes that do not fall into the standard or emergency categories. Release management regulates the planned provision of change requests.

Problem management: If the effects of incidents are particularly serious or certain incidents occur repeatedly, it makes sense to analyze the cause of the incident (or problem) in depth. This enables the current incident to be resolved and also prevents all those that have the same cause.

Service level agreement management: A service level agreement (SLA) refers to contractually agreed services in the IT sector. When processing tickets, SLAs determine the escalation times or response times to be adhered to. The type and scope of the services are also defined in the SLAs. The service catalogue lists all (internal and external) IT services offered.

Task management: You can use task management to organize your tasks. You can assign individual activities to employees. Your IT staff can also book time for individual tasks.

Dashboards & reporting: The clearly organized dashboards allow you to quickly check all open tickets in real time. Relevant KPIs (key business indicators) show you the current workload.

Integration & set-up: We are happy to support you with the initial set-up of the OMNITRACKS cloud helpdesk. In the admin area, you will find a clear, clickable checklist containing all the necessary steps for the initial configuration (defining the teams, importing your data, etc.). Completed steps are highlighted in color. You proceed systematically and do not forget any relevant set-up settings. This makes getting started with OMNITRACKS child’s play. Subsequent changes can be made without any problems.

ITIL® (IT Infrastructure Library) is a proven seal of quality for software processes in the ITSM sector. When defining the ITIL® standards, the IT infrastructures of internationally successful companies are systematically analyzed and commonalities are compiled. This results in a best practice catalog with recommendations on how business processes can be optimized by ticketing systems.

As a competent software manufacturer, we have been supplying ITIL®-certified software products for many years. We condensed this expertise into a streamlined cloud ticketing tool.

The result: OMNITRACKS—a professional cloud-based IT support software for small teams and start-ups!

Benefit from all the advantages of high-end tools directly in the cloud. Fast and affordable.

Unlimited flexibility: Think about tomorrow today. Should your IT infrastructure grow and become more complex, we have a flexibly configurable ITSM tool ready for you. With the business process ecosystem OMNITRACKER, you can raise your IT support to the level of a global player. An upgrade from OMNITRACKS to OMNITRACKER is possible quickly and without data loss. We support you in analyzing the requirements of your ticketing system. You are welcome to contact us if you have any questions about OMNITRACKS or OMNITRACKER. Benefit from our more than 25 years of experience with helpdesk software.

Certified quality software: The choice of a ticketing system should be carefully considered, as complex software products are always a long-term investment decision. Our OMNITRACKER IT Service Management Center is ITIL®-certified with 9 processes. ITIL® is an internationally recognised quality standard for software products. In addition, OMNINET’s quality management is TÜV-certified in accordance with ISO 9001, enabling us to remain competitive in the long term. We offer ‘SOFTWARE MADE IN GERMANY’, which means that we do not outsource essential expertise and therefore remain independent.

Top rankings in product tests: We also regularly beat our national and international competitors in large-scale market analyses.