ITSM Services & Support

Professional support for the selection, installation, and configuration of add-ons and extensions for OTOBO, Znuny, and OTRS Community Edition. Efflux assists with both their own ready-made packages and third-party extensions to enhance system functionality.

Consulting and implementation of AI-driven workflow automations for ITSM platforms. Softoft helps organizations translate AI insights into operational actions within their service desk, including automated ticket classification, summaries, and reply drafts. The service covers the entire lifecycle from initial workflow analysis and scope definition to the technical integration of AI models.

Professional technical support for Znuny environments, provided directly by the maintainers. The service includes comprehensive assistance with configuration, installation, updates, troubleshooting, and performance tuning. Support is delivered through clearly defined Service Level Agreements (SLAs) with guaranteed response times. Various tiers (Silver, Gold, Platinum) are available to meet different business needs, ranging from business-hour support to 24/7 coverage. Every support contract also includes support for an associated test system at no additional cost.

Softoft provides professional development services for open-source ticket systems, specializing in OTOBO and Znuny. Their offerings include the creation of custom OPM packages, the implementation of new dynamic fields, and the development of complex integrations with external systems using the GenericInterface (REST/SOAP APIs). They focus on extending the core functionality of the ITSM platforms to meet specific business requirements and automate cross-system workflows.

Comprehensive enterprise-level support for OTOBO, provided directly by the manufacturer Rother OSS. This plan is designed for mission-critical environments and includes 24/7/365 availability, guaranteed response times as low as 30 minutes for critical incidents, and unlimited concurrent agents. The service covers full maintenance, including the installation of security patches, regular updates, and major release upgrades. Additionally, it provides bug escalation and remote support for production, test, and development systems.

Bastian Kuhn is a freelance software architect and consultant specializing in IT monitoring (Checkmk) and IT Service Management (ITSM). He offers professional support for the integration and automation of ITSM workflows, particularly for Zammad, and develops custom solutions like CMDBsyncer to bridge the gap between infrastructure monitoring and service management.

Best Practical Solutions (BPS) provides comprehensive enterprise support and professional services for Request Tracker (RT) and Request Tracker for Incident Response (RTIR). Their offerings include on-premise support plans, managed hosting via Cloud RT, and specialized implementation packages. BPS engineers offer expert assistance with system configuration, custom development, security patches, and training to help organizations optimize their open-source ticketing and workflow management.

codebar Solutions AG provides technical support and consulting for IT Service Management systems, with a specialized focus on Zammad. As the creators of the "Laravel Zammad" integration, they excel in custom software development and connecting service desks with external business applications to streamline support operations. Based in the Basel region, the team offers long-term support and technical expertise for organizations looking to optimize their service desk workflows.

Combodo offers comprehensive support services for iTop, their open-source ITSM and CMDB platform. As the editor of iTop, Combodo provides technical assistance, maintenance, and expert guidance to ensure the stability and performance of IT service management environments. Support is typically delivered through Essential or Professional subscriptions, which include access to the iTop Hub, exclusive extensions, and the iTop Designer tool for low-code customization. Their services are designed to help organizations align their IT operations with ITIL best practices.

Complemento provides professional IT Service Management (ITSM) support and consulting, with a strong focus on open-source platforms such as OTRS, Znuny, and their own solution, Ligero. Their services include system implementation, custom development of add-ons, technical support, and process optimization based on ITIL best practices. They are well-known for their extensive library of OTRS/Znuny extensions and their expertise in tailoring service desk environments to complex business needs.

Denny Korsukéwitz is a Berlin-based developer and ITSM consultant specializing in the open-source ticketing systems Znuny and OTRS. He provides general ITSM support, custom development, and specialized tooling for these platforms, including extensions for VS Code and various Znuny add-ons.

Digineo GmbH, based in Bremen, offers professional IT solutions and support services. The company assists clients with digital transformation, business process optimization, and the management of ITSM structures. Their service portfolio includes 1st and 2nd level support, the administration of ticketing systems, and the maintenance of IT infrastructures. As a technical service provider, they also operate the dynamic DNS service dynv6.