The leading software solution for helpdesk & ticketing systems
Pure Workflow. No Limits. The flexible, ITIL®-certified helpdesk software for IT processes—optimize your processes, lower your costs.
OMNITRACKER – at a glance
Satisfied OMNITRACKER ITSM users
Well thought-out IT workflows are the be-all and end-all when it comes to digitalizing your business processes. For optimal performance of your IT infrastructure, less is sometimes more. Only use the functions of our service management platform that you really need. Opt for our individually adaptable ITSM software, whose range of functions you can easily extend, if required. The Business Process Ecosystem OMNITRACKER grows dynamically with your requirements.
Rely on a highly effective ticketing tool that supports your IT architecture and automates your routine tasks. With the OMNITRACKER ITSM Center you can systematically categorize incoming tickets (service requests, incidents), automatically assign them to the appropriate service employee and thus process them more cost-efficiently.
Our ticket software has various communication channels such as web gateway, e-mail, telephone and a self-service portal. The OMNITRACKER IT Service Management Center helps you to minimize the impact of incidents and to standardize the organization of service requests company-wide. This improves the quality and speed of your customer support and revolutionizes your internal IT management - regardless of your industry or company size.
OMNITRACKER ITSM Center | Overview of all ticketing system advantages
Optimize the workflows of your IT environment and save time and money when processing your IT tickets (incidents & service requests). By automatically categorizing and assigning tickets to the right employees as well as linking related tickets (parent & child incidents), you can revolutionize service management and support processes.
When it comes to IT service management, put an end to cumbersome and unprofitable interim solutions. We offer helpdesk software with contractually guaranteed release compatibility. This means that your configuration settings and databases are guaranteed to remain intact during OMNITRACKER platform release updates. OMNITRACKER IT Service Management Center is a sensible investment decision. You can rely on us as your long-term software partner.
This is why you should rely on OMNITRACKER ITSM for a helpdesk solution:
✔ Automates and digitalizes business processes - so you have more time for further development of products or services you offer.
✔ Satisfied customers & productive employees by maximizing ticket service quality and response speed.
✔ Relief for your IT department: Round the clock, employees and customers can issue tickets through a self-service portal at a central location. Create your own solutions or instructions for recurring tickets in Knowledge Management. This enables customers and employees to help themselves in the event of frequent disruptions.
✔ Better quality control & more transparency in internal and external communication through KPI dashboards and numerous reporting options. Your company data is always available in real time.
✔ Functions of the ticketing system can be configured individually and unlimitedly at any time. Therefore, you always stay up to date, even if your requirements change.
✔ Return on investment (ROI) usually achieved after only a few months, as the effort for maintenance and updates is low. In addition, data integration and data import into the helpdesk are uncomplicated and fast.
Issue-tracking system: out of the box or perfectly customized to you!
Our out-of-the-box variant is the best of our experience in customer projects. With our ITSM tool, you have more than just a highly flexible ticketing system. Determine the structure of your IT support now and in the future.
Whether you are a global player with a highly individual software solution or rather a business with a clear IT department—the size or industry of your company doesn't matter.
With the Business Process Ecosystem OMNITRACKER you choose a ticket software solution that grows dynamically with you. This way, your helpdesk is always up-to-date and you can offer your customers and employees excellent service on a permanent basis.
- We support you in your requirements analysis.
- Together with you, we design a perfectly coordinated helpdesk concept.
- We configure your ITSM tool according to your ideas.
- We show you how you can further develop your ITSM environment by yourself.
- We are there for you if the communication structures of your IT support change and you want to adapt your IT environment.
OMNITRACKER IT Service Management Center | All helpdesk functions
Most end users have little to no knowledge of ITSM processes. If they have a technical problem in their day-to-day work that interferes with or prevents their work, they contact IT support via a ticketing system. The end user often does not know whether his request (call ticket) is an incident or a service request. The helpdesk categorizes incidents and service requests automatically and the decisive advantage of this process is that the end user can easily create a ticket without having to worry about categorizing his or her request. This reduces the chance of incorrect end user entries, as is often the case with conventional helpdesks. These incorrect categorizations delay ticket processing and increase the workload for the support department.
The management of incidents is the central function of every ticketing system. Incidents are technical errors or system errors in the hardware and software area that restrict or prevent the continued work of an employee or customer. An incident is prioritized according to its impact and urgency. If an incident can only be solved by a field service, this is called a field service.
Incidents that belong together are combined to a superior main incident. Individual tickets are automatically closed when the assigned main incident has been corrected. This saves time and money and improves service quality.
Service requests are requests from IT services such as hardware, software, licenses, information, etc. Request fulfilment is the structured provision and documented processing of service requests. The available services are listed in a service catalog.
If one or more users experience regular incidents, an in-depth root cause analysis makes sense. Problem management is an attempt to eliminate the cause of recurring incidents. This not only enables the current incident to be rectified, but also proactively prevents future impairments. If the cause of a incident is already known, but it has not yet been eliminated or could not be eliminated, helpdesks often work with known errors. The support team uses a workaround to specify how the incident is to be handled (temporarily) until the cause has been rectified.
The ITIL® term change management refers to the management of change requests. A change request is a change in an IT environment. This includes hardware and software changes; process changes in a service workflow are less common. Before implementation, approvals, evaluation and control loops take place. The aim of change requests is to ensure that only controlled and documented changes are made to the system. Following types of changes are defined:
✔ Standard change: predefined processes that always run according to the same schema by default. Approval procedures for standard changes are not necessary. Therefore, standard changes can be carried out more easily and quickly.
✔ Emergency change: emergency changes have a different, shortened workflow, so that faster processing is possible. Emergency patches are necessary, for example, if several employees cannot continue working or if security gaps have to be closed quickly.
✔ Normal change: normal changes are all changes that do not fall into the category of standard changes and emergency changes. Normal changes must be reviewed and approved.
A configuration management database (CMDB) forms the data basis of a helpdesk software. A CMDB manages configuration items (CI). In such a database system for configuration elements, links and dependencies of CIs are defined. CI (ITIL® term) refers to any components (relationships of CIs to persons, services, licenses, hardware etc.) that are related to the fulfilment of IT services or business processes. With the help of a CMDB, the entire inventory of an IT system is systematically mapped.
Use release & deployment management to plan, monitor and document the deployment of changes. Relevant and always up-to-date data comes directly from the CMDB and is transferred to the CMDB after releases have taken place. Rollbacks can be used to undo faulty releases.
Within IT terminology, an event can affect the IT infrastructure. Generally, an event is tested first, to see whether it has any influence on work operations at all. The second step is to assess possible effects and risks. Then a concrete solution action can take place. Notification of certain events can be automated, even from third-party systems. The purpose of event management is to detect events that disrupt work operations at an early stage and to keep their consequences, e.g. downtimes, as low as possible. Ideally, automated monitoring by the system proactively prevents disruptions.
You are able to keep an eye on current capacities. This enables you to plan your resources in a better way, control your costs and risks. To make this information available in real time, the helpdesk loads all required information from the CMDB, the central database of the ticketing system. With up-to-date data, you create better demand forecasts and make well-founded decisions.
A so-called single point of contact is a central point of contact through which employees and customers can contact their IT support. In a single point of contact, all requests of all channels are collected (telephone, e-mail or self-service portal, etc.), are categorized and processed there. This enables support staff to solve all queries in a structured and faster way, minimizing work interruptions caused by requests via e-mail or telephone. This reduces support costs, increases efficiency in ticket processing and thus indirectly also customer satisfaction. A self-service portal enables end users to make their support requests outside service hours.
A knowledge base (KB) is a knowledge database. According to the best practice standard ITIL®, the systematic administration of such a database is defined as knowledge management. The answers to frequently recurring queries can be edited by the IT department as KB articles. KB articles work similarly to FAQs on websites, except that they are detailed standard responses to IT queries. By consistently maintaining a knowledge base, the workload of an IT department is noticeably reduced, since employees and customers can systematically search for standard solutions or how-to articles for their concerns themselves and do not have to contact support directly. During ticket processing, reference can be made to existing KB articles. Issues for which already exists a detailed KB entry can be resolved in a resource-saving manner and often without the support of the IT department. Solution wizards provide systematic answers to pre-defined questions or instructions.
Service level agreements (SLAs) are framework agreements for services between service providers (e.g. IT support) and customers. IT services, such as support services, are generally defined in service level agreements. The following criteria are regulated in a SLA:
✔ Type of services: Available services are listed in the service catalog.
✔ Response and escalation times: How quickly does an end user receive a response/solution to an incident? What are the service times (weekends/holidays/24/7)?
✔ Volume of work: What is the hourly budget for support services?
A service catalog lists all services that a service provider offers internally or externally. These IT services can be requested via a self-service portal. This facilitates communication in the administration and provision of services and IT products. A service catalog is necessary if contractual service agreements are made (see also: service level management).
Service employees can record their expenses for individual projects, cost centers or customers so it possible to check whether the support services agreed in the SLAs are in balance with the actual costs incurred. If necessary, an SLA contract adjustment makes sense.
With the help of customized dashboards, it is possible to get real-time insights into relevant business metrics (KPIs). Keep track of open tickets, average turnaround times, and whether you are meeting your SLA goals. With these performance indicators, you can make informed decisions and better plan your capacity. Service employees can customize their own user interface. A business intelligence connection enhances dashboard customization.
Optimally configured interfaces ensure the best possible performance and a low risk of data loss. For an ideal connection to external systems, the helpdesk has the following generic interfaces:
✔ Open Database Connectivity (ODBC, SQL)
✔ Excel, Text, CSV
✔ Active Directory
✔ Microsoft Access Database (MDB)
✔ baramundi Management Suite
✔ Oracle Database
✔ Microsoft Exchange Server
✔ Windows SharePoint Services
✔ Outlook Folder
You can use the helpdesk via windows or mobile client, self-service portal, a web gateway, e-mail and telephone, so you remain flexible and you are able to facilitate the communication between your IT support and your customers or employees.
Determine yourself which employee or customer may view or change which data through authorization concepts. Same applies to approval procedures for business processes. Authorizations or restrictions can be defined not only at the personal level, but also for entire groups of persons (e.g. departments/locations).
Feedback management is an essential component of professional quality management (CSI = continual service improvement). End users can submit feedback to the helpdesk. This feedback is collected and evaluated in order to achieve a continuous improvement of the IT service architecture. With regard to ITSM, this means optimizing the quality of service processes and minimizing the impact of incidents.
IT Service Management in the cloud (SaaS) or on-premises? With our flexible clients & gateways you enjoy the advantages of both models
Usually it is not easy for companies to choose between an on-premises and a cloud solution. There are strong arguments in favor of both models. Working in the cloud is uncomplicated because only an internet browser is required. This allows employees and customers to work anywhere and at any time. No software has to be installed and manually updated on the end device, which relieves your IT department.
With on-premises software, on the other hand, companies can make their business processes much more flexible. However, the customization options for classic cloud services are usually significantly limited, whereas for IT service management this flexible configuration is immensely important. Individual workflows, numerous interfaces for data imports and exports and compatibility with other software programs within your company are essential for the optimal performance of your IT processes. On-premises solutions are convincing in these respects.
With the OMNITRACKER IT Service Management Center, you do not have to choose between on-premises and cloud based solutions. With WebGateway 2.0 (Web Client), you can use your ITSM tool in the cloud as well as on-premises.
We offer you a ticketing software with which you can benefit from the advantages of both models:
✔ Unimited & flexible adaptation: You can freely design and expand all software configurations according to your requirements.
✔ Intuitive & customizable user interface: The clear design and intuitive operation of the Web Gateway allow a quick start.
✔ Mobile working: Customers and employees can use the ticketing system independent anywhere and anytime via the Web Gateway.
✔ Data protection: You retain full control over your own and your customers’ data. You manage your IT infrastructure yourself and do not have to rely on a cloud provider. No matter how you choose: You decide yourself which customer or employee has access to your data. Find out more about data protection here.
✔ A central platform for the entire company: With our Business Process Ecosystem OMNITRACKER you have a company-wide platform for all departments (e.g. sales, personnel, management, development, production, logistics, warehousing, etc.). Whether you access your data via the cloud or on-premises, your entire organization works with the same real-time data. Expand your ITSM tool with individual modules depending on your industry. All OMNITRACKER applications are perfectly coordinated. This optimizes your performance and significantly improves your IT workflows so that you save money and time.
We also have an ITSM solution for small teams and start-ups. With the cloud software solution OMNITRACKS, we offer a less complex ticketing system with preconfigured standard functions. As a Software-as-a-Service (SaaS), OMNITRACKS is the ideal introduction. If your business processes and IT architecture should become more complex, OMNITRACKER is a powerful and individually configurable ticketing system. This allows you to easily manage your IT workflows even as a large corporation with several hundred thousand employees. An upgrade from OMNITRACKS to OMNITRACKER is possible at any time without data loss. You can take over all your settings and thus save resources during software implementation. We will support you in your needs analysis so that you can make a well-thought and long-term investment decision. OMNITRACKS is a cloud-based ticketing software that is currently available in German language only. The English version is coming soon.
OMNITRACKER IT Service Management Center—the unlimited & flexible expandable ticketing tool
Relying on many different software vendors might lead to integration problems with data- and performance losses. With OMNITRACKER, that cannot happen to you. All OMNITRACKER applications are perfectly coordinated, making your workflows more efficient, your daily work easier and your system performance better. The selection of an ITSM tool is extremely important because your IT architecture is where all the threads of your entire corporate communication come together. Almost every department has a point of contact with ITSM. The better your software products intermesh, the more you benefit.
OMNITRACKER Project Management Center is the ideal complement to the ITSM Center. Optimize the success of your projects and campaigns:
- Full status and budget control over all your projects
- Flexible views for end users and management teams
- Overview of project progress and profitability
- Agile scheduling: Automatically postpones project phases if deadlines are not met or a project is deferred in time
- Time entries for specific projects possible
- Responsibilities for the entire project or project phases
- Automated notifications (e.g. when project milestones are reached or missed)
- Reusable project structure plans: With these templates, you can save time when creating projects that repeatedly run in a similar way
- Reporting options through KPI dashboards
- Export functions to ERP systems
- Data exchange with MS Project
IT Service Management bundles information at a central location to ensure ideal communication between sales and office staff. The OMNITRACKER Dispatch Center uses this data efficiently. This results in less administrative effort and minimizes idle periods.
You can assign jobs to employees according to their skills. Your sales staff can view orders with mobile devices via mobile client and process and complete them while on the road. Information is processed in your central system in real-time. With the Google Maps interface (GIS Gateway), it is possible to plan arrival and departure routes in the best possible way and to calculate driving times automatically.
Find out more about the OMNITRACKER Dispatch Center to get the most out of your sales representatives' resources.
Create the perfect balance between low storage costs and efficient management of your order workflow. With our Stock and Order Management, you choose a standardized software solution for all order and delivery processes.
- Configurable approval procedures
- Easy creation of offers in the web shop
- Overview of all offered articles
- Articles can be grouped into article groups and structured hierarchically
- Automatic invoicing and repeat orders
- Efficient warehouse management through automatic demand notifications and re-ordering of articles
- Tracking of all orders (also from the customer's point of view)
Our Sales Management Center helps you to manage your customer management centrally and to reduce the organizational effort so there remains more time for your customers.
- Better overview of all sales projects
- Lead management: Create a consistent data structure for your contacts.
- Accounting: Automate your invoicing process and manage credit notes and reminders.
- Campaign management: Control your campaigns and optimize their success.
- Clear, consistent and semi-automated contract creation
- Integrated article data and price lists that can be directly transferred into contracts and offers
- Management of related sales projects
- Numerous interfaces for improved communication: e-mail, web, telephone, partner portals
- Management of sales partners
- Management reporting: Get a real-time view of all business figures and make informed decisions.
- Multi-currency capability: You can easily maintain business relationships with customers in other currencies.
OMNITRACKER Document Management allows you to determine which persons have internal and external access to individual documents and to keep track of archived versions. You determine which employee is authorized for individual steps in the work sequence (creation, review, release or archiving, access).
Each single OMNITRACKER application is perfectly customized to all other OMNITRACKER applications. You can select the applications your industry requires. In this way, you can extend the functionality of the Business Process Ecosystem OMNITRACKER and adapt it to your needs. Expansions are possible at any time.
Successfully implemented customer projects (ITSM)
For decades, we have been proving to our customers every day that OMNITRACKER was the right decision. With the OMNITRACKER IT Service Management Center, we support authorities and municipalities, global players and medium-sized companies alike.
Here is a selection of our customer projects:
- Union Investment: company-wide common information and working platform for the conclusion and management of contracts (combination: ITSM + Contract Management Center (CMC)). Domestic and foreign companies were also involved in the project.
- HUK-Coburg: Introduction of a highly individually configured ticketing system with high-end performance and over 40 interfaces. For the implementation, the itSMF awarded the project award "Best ITSM Project 2015".
- Alfred Ritter GmbH & Co. KG: Replacement of the old system for ticket processing. In 2019 a migration to the latest version of the OMNITRACKER IT Service Management Center including BPMN took place. Existing ticket data was completely transferred.
- EWE TEL GmbH: Introduction of a ticketing system with question tree for telecommunications end customer support with interface for determining line data, DSL port measurements and resetting. As a result, the rate of first call supports could be significantly increased.
We use the feedback and experience we gain from customer projects to further optimize our Business Process Ecosystem. Thus, we remain up-to-date on current IT issues as a software manufacturer and service provider.
OMNITRACKER is suitable for all industries
OMNITRACKER IT Service Management Center is the optimal ticketing system to design the workflows of your IT environment optimally and efficiently. It does not matter in which industry you operate or how large your company is. We promise you: There is no industry that we cannot serve.
We serve customers from all industries (excerpt):
|Construction & infrastructure|
|Authorities & public services
(e.g. government organizations,
city administrations, state offices)
|Services of all kinds
(including niche industries)
|Retail & consumption||Electrical industry|
|Power supply||Financial sector|
|Research & teaching||
|Pharmacy & healthcare
pharmaceutical high-tech, laboratories,
manufacturers of medical equipment)
|Raw material processing|
|Telecommunications||Tourism & travel|
|Entertainment & media
(broadcasters, publishers, etc.)
(e.g. rail transport, airport management)
Just the best for our customers: Award-winning ITSM software for the highest industry standards
Trust is good—awards are better. Trust often plays an important role in IT decisions. With excellent service, first-class software products, awards, certifications and regular top rankings in vendor comparisons, we have proven to our customers that OMNINET was the right decision for over 25 years.
ITIL® (IT Infrastructure Library) refers to a de facto quality standard for the process structure of software products. AXELOS, the company that created ITIL®, regularly examines the software architectures of successful companies. From this analysis, measurable best practices in the area of IT service management are derived. The recommendations form the basis of the Pink Elephant and Serview certifications widely used for ITSM tools. ITIL® also defines a number of internationally used IT terms (incident management, SLA, etc.).
The latest version, ITIL® 4, was published in spring 2019. It focuses more on practical relevance than its predecessor, ITIL® V3. Thematically, ITIL® 4 is almost identical to ISO/IEC 20000.
Read more about the update from ITIL® V3 to ITIL® 4 in our news article OMNITRACKER is ready for ITIL® 4.
The standards defined in ITIL® are tested and certified by Pink Elephant. Pink Elephant is a global specialist in IT certification, consulting and training.
The still valid ITIL® V3 version is divided into 26 core processes. Companies can have their software products certified via Pink Elephant. Individual processes are certified as ITIL®-compliant. How many and which processes can be considered in detail for ITIL® conformity depends on the specific architecture of an IT product.
The following nine processes are ITIL® V3 certified for our OMNITRACKER IT Service Management Center:
- Incident Management
- Change Management
- Problem Management
- Service Asset & Configuration Management
- Request Fulfilment
- Knowledge Management
- Event Management
- Service Catalog Management
- Service Level Management
Certification by Pink Elephant according to ITIL® 4 is expected from the beginning of 2021. ITIL® 4 is the successor to ITIL® V3. You can find out in our article OMNITRACKER is ready for ITIL® 4, which changes the new ITIL® 4 version implies.
The ISO 9001 seal of approval awarded by TÜV Rheinland is the most widely used standard in the field of quality management (QMS). Certification checks whether all essential processes within an organizational unit, e.g. a company, are coordinated with each other.
- Constant optimization and monitoring of all relevant process structures ensures a consistently high level of quality.
- Resources are provided at the right place and used in the best possible way.
- Employees know their area of responsibility exactly. Thanks to trained employees, errors are prevented and the value chain can be optimally exploited.
- Due to more transparency, decisions can be made at all levels.
- With good quality management, we remain competitive as a reliable software partner. This creates trust and gives you long-term investment security.
We are constantly developing our internal quality management to offer our customers excellent software products and services now and in the future. Since 2017, OMNINET Holding GmbH has been ISO 9001 certified as a company. The scope of OMNITRACKER extends from the Business Process Ecosystem to our service, consulting and training.
Every year, the InfoTech Research Group compares leading ITSM providers. On the one hand, the functionality of the service management products is considered. In order to achieve the most objective result possible, the Canadian analyst firm also interviews more than 700 customers of the tested ITSM manufacturers. The aim of the comprehensive report is to support IT managers in their choice of a suitable IT service management tool.
The customer feedback consists of the following criteria:
- Overall assessment and willingness to recommend the company to others
- Data integration, implementation, customizing and administration
- Quality and availability of support and training
Read the full InfoTech Report 2019 to find out why OMNINET was able to prevail against competitors and to position itself in the "Leader Segment".
Research in Action (RIA) is a German company, which is specialized in analysis and consulting in the areas of IT service management and enterprise service management. In the RIA Report 2019, the 20 best German providers of ITSM and ESM software products were compared. In an online survey, 750 IT budget managers from medium-sized companies gave their feedback.
- Top 3 in the overall standings: OMNINET defended its place on the podium again in 2019!
- In the "Vision & Marketing" category, we took 1st place due to our innovative and future-oriented approach.
- Our customers can confirm that we are rightfully in 2nd place in the "Customer satisfaction" category.
Get an overview of the ITSM and ESM software product range and read the entire RIA Report 2019.
Our extensive expertise, accumulated over many years, remains in-house with us. This means that we do not outsource core competencies to external service providers. In this way, we can provide our customers with a consistently high quality of our software products and services over the long term. The support and development of our business process platform takes place in Germany. We also keep our servers in Germany.
The Bundesverband IT-Mittelstand e. V. has awarded our Business Process Ecosystem OMNITRACKER the seal of approval "SOFTWARE MADE IN GERMANY".