1. Member of the TREND CAPITAL CONSULTING Group.Started in 2001 Operating in MENA from Dubai Providing professional service solutions and consulting solutions around ITSM and ISO Now offering OTRS software suite. Local Partners with OTRS MKT/GEN/130317032

2. Our Services I.T. Outsourcing Consultancy I.T. Service Management ConsultancySLAs ImplementationIT Service Management & DMS Tools Implementations and support MKT/GEN/130317033 3. Why do we use the term ticket? In order to resolve a problem... Who wants what? Who's going to work on this? When did they ask, when was it done? How much time did it take (billing, hours)? What's left to do? Everything is summarized and presented in a simple and intuitive manner. 4. Difficult & expensive implementation and customization Costly licensing and maintenance Little/no dashboards & reporting metrics Difficulty in integrating and implementing with other business appsMKT/GEN/130317035 5. OTRS Software ITSM suite This suite has full collection of ITSM modules & CMDB In-depth reporting - dashboards & reports are designed using drag and drop Simple wizard driven implementation and upgrades Available as self-hosted or SAAS Licensing: concurrency available MKT/GEN/130317036 6. While HITISEM/OTRS Software is a lesser known company, it is a very viable ITSM suite option They have stock (but customizable) management processes (incident, problem, change, request, event, deployment, service asset, service level, service catalog, service portfolio, and knowledge) Price can be substantially less than Remedy and other competitive solutionsMKT/GEN/130317037 7. Open Source: no license fees, no user limitations, heavily used and tested, active user and developer community. It is multi-lingual. Web-based and available on mobile. ITSM and ITIL V3 compliant. State of the art Software being demonstrated in a lot of places all around the world. Easy to adapt to the organization environment. Clear price policy. Every ticket generated by the system has persistence or "history" showing what happened to the ticket within its life cycle OTRS has the ability to merge multiple requests about the same incident, thus making it possible to work on an incident rather than on singular requests OTRS is highly scalable, capable of handling thousands of tickets per day and a nearly unlimited number of simultaneously working agents MKT/GEN/130317038 8. Facts and Figures Convinced OTRS CustomersMKT/GEN/130317039 9. Flexible Service Management-Software Solution ExtensionMKT/GEN/1303170310 10. What Does This Mean to Us? Typical Application Suite Issues 11. MKT/GEN/1303170312