OTOBO

What OTOBO is

OTOBO is a web-based, modular service management platform for IT and non-IT services. It is intended for IT and business departments, external service providers, and customers collaborating on one platform, with common uses including IT service management, customer service management, and enterprise service management. The system can automatically create, prioritize, categorize, and assign incidents and service requests. Its tools include a self-service portal, service catalog, service level management, workflow automation, performance analytics, and an integrated CMDB. Customer inquiries can come through email, the portal, phone, or in-person contact; SMS notifications can use an external gateway. The Generic Interface offers REST and SOAP APIs for web services that trigger third-party activities or retrieve information. Authentication options include Active Directory, LDAP, databases, Kerberos, and OpenID Connect/OAuth 2.0. Security capabilities include two-factor authentication, brute-force protection, SSL encryption, access controls, and audit logging. OTOBO is released under GNU General Public License version 3.0 and is license-free for any number of users. Installer packages and a ready-to-use Docker image are available, with Docker recommended. Paid support plans cost €3,900 a year, €9,900 a year, and €24,500 a year.