List of OTRS Service Management Software Customers
Otrs
19925 Stevens Creek Blvd,
Cupertino, 95014-2300, CA,
United States
Cupertino, 95014-2300, CA,
United States
1 408-725-7501
Professional Services
2
$1M
Since 2010, our global team of researchers has been studying OTRS Service Management Software customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased OTRS Service Management Software for IT Service Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using OTRS Service Management Software for IT Service Management include: CCC S.A., a Poland based Retail organisation with 16654 employees and revenues of $1.84 billion, Seaspan ULC, a Canada based Transportation organisation with 2000 employees and revenues of $350.0 million, IHI Charging Systems International, a Italy based Manufacturing organisation with 385 employees and revenues of $196.0 million and many others.
Contact us if you need a completed and verified list of companies using OTRS Service Management Software, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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CCC S.A. | Retail | 16654 | $1.8B | Poland | OTRS AG | OTRS Service Management Software | IT Service Management | 2018 | n/a |
In 2018, CCC S.A. implemented OTRS Service Management Software to support IT Service Management across its retail operations. The rollout centralized service desk functions and established a single system for handling IT and non IT issues, enabling structured ticketing for HR, Law, Finance and Maintenance teams.
OTRS Service Management Software was configured to manage core ITSM workflows including incident management, service request fulfillment, change management and problem management, together with a maintained service catalogue and SLA tracking. Configuration and operational work emphasized creation and maintenance of service agreements, KPI definitions, standardized processes and consolidated service documentation to govern support delivery.
Operational scope included organizing support channels and methods, day to day ticket handling, and comprehensive reporting. Reporting responsibilities covered ticket reporting, health check reports, inventory reporting, services summary reporting and financial reporting of IT services, while additional operational tasks included redesigning consumables management for printers and managing local network tasks.
Governance and process ownership rested with a Senior Service Management Specialist who defined, monitored and reported on all IT services, trained new joiners on IT processes, and coordinated multiple IT related projects to be completed within planned time and budget. The implementation positioned OTRS Service Management Software as the central platform for CCC S.A. service catalogue management, service agreements and service governance.
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IHI Charging Systems International | Manufacturing | 385 | $196M | Italy | OTRS AG | OTRS Service Management Software | IT Service Management | 2022 | n/a |
In 2022, IHI Charging Systems International implemented OTRS Service Management Software to standardize IT ticketing and service workflows. The deployment targeted core IT Service Management processes and was positioned to support helpdesk and ICT operations across the manufacturing environment.
The OTRS Service Management Software was deployed on-site to cover two plants and a three data center footprint, operating on an infrastructure of eight physical servers and approximately 50 virtual servers running on VMWare, with a 90 percent Windows and 10 percent Linux mix. Day to day support scope includes approximately 200 end users, with helpdesk ticketing recorded and tracked through the OTRS/Zammad ticketing system as the primary incident and request intake mechanism.
Configuration focused on standard IT Service Management capabilities including incident management, service request fulfillment, knowledge base and documentation capture, and configurable SLA handling aligned to ICT operational procedures. The ICT team also used the platform to centralize technical and procedural documentation, supporting governance and repeatable support workflows managed by the ICT System Administrator and ICT and Security Manager.
Operational coverage explicitly sat within ICT and security functions, with the platform running alongside cybersecurity monitoring and control tools including SIEM Qradar, XDR Cynet, detection and response from Darktrace, and data access monitoring from Varonis. The implementation was managed as part of ongoing evolutionary ICT projects, with the ICT System Administrator responsible for administration, process documentation, and operational handoff across the two plants.
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Seaspan ULC | Transportation | 2000 | $350M | Canada | OTRS AG | OTRS Service Management Software | IT Service Management | 2013 | n/a |
In 2013, Seaspan ULC implemented OTRS Service Management Software to centralize ticketing and standardize IT Service Management workflows across its Vancouver operations. The deployment was used during a contract role supporting Seaspan Ship Management Ltd in Vancouver, and it served as the primary system to record incident resolution and request fulfillment for desktop, network, and maritime application support.
OTRS Service Management Software was configured to capture incident and service request lifecycles, record troubleshooting notes, and track hardware inventory items such as printers and toner supplies. Standard IT procedures were formalized in the ticketing system to document user account creation, mailbox provisioning, imaging requests, and desktop rollouts, supporting Windows 7 deployments and imaging using Acronis and WDS.
Ticketing workflows and recorded tickets were tied to operational activities across Active Directory user and group administration, Exchange 2010/13 mailbox creation, centralized Sophos antivirus monitoring and Sophos encryption installs, Druva laptop file backup installs, and administration tasks for NS5 Nautical Systems and JD Edwards user accounts. The implementation covered hands on network device configuration for Cisco switches, Blackberry and VOIP phone setups, multifunction printer authentication, and inventory management, with OTRS serving as the audit trail for these tasks.
Governance and process changes emphasized ticket driven provisioning and resolution, with technicians using OTRS to drive and document account provisioning, software installation, backup configuration, and hardware imaging workflows. Operational responsibilities recorded in the IT Service Management system included desktop support, network troubleshooting, security endpoint management, and application user administration, aligning service desk intake with execution on infrastructure and business applications.
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FAQ - APPS RUN THE WORLD OTRS Service Management Software Coverage
OTRS Service Management Software is a IT Service Management solution from OTRS AG.
Companies worldwide use OTRS Service Management Software, from small firms to large enterprises across 21+ industries.
Organizations such as CCC S.A., Seaspan ULC and IHI Charging Systems International are recorded users of
OTRS Service Management Software for IT Service Management.
Companies using OTRS Service Management Software are most concentrated in Retail, Transportation and Manufacturing, with adoption spanning over 21 industries.
Companies using OTRS Service Management Software are most concentrated in Poland, Canada and Italy, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of OTRS Service Management Software across Americas, EMEA, and APAC.
Companies using OTRS Service Management Software range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 33.33%, large organizations with 1,001-10,000 employees - 33.33%, and global enterprises with 10,000+ employees - 33.33%.
Customers of OTRS Service Management Software include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified OTRS Service Management Software customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of IT Service Management.