OPGK Software

BACKGROUND

Please describe your company and your position there.

I am the assistant manager for business IT solutions.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire OPGK Software?

We engaged OPGK Software to conduct Open Source Ticket Request System (OTRS) Administrator Training for our key users.

What were your goals for this project?

Our goal was to ensure that all administrators were equipped with the skills and knowledge to manage user requests. We also wanted to provide users with advice on the system’s possibilities and limitations.

SOLUTION

How did you select this vendor?

We searched online and went through an internal selection process.

Describe the project in detail.

Our key users learned about OTRS configuration, installation, backup, and system recovery. The training also covered basic and advanced administration, including user management, queue administration, group management, notifications, generic agent, email configuration, sysconfig, dynamic fields, access control list, postmaster filters, and process management.

What was the team composition?

OPGK Software assigned two developers/trainers to our project. We also worked with a marketing manager who helped coordinate the training schedule.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Our administrators can now utilize more OTRS features to meet user requirements better.

How effective was the workflow between your team and theirs?

It was good.

What did you find most impressive about this company?

The trainers provided very clear examples and could answer questions on the spot, which demonstrated their expertise.

Are there any areas for improvement?

Having notes during the training will be helpful for participants.

BACKGROUND

Please describe your company and your position there.

As part of the Atos company brand, Bull is one of the major players in service management and integration. I serve as a project/program manager for the service management toolset and processes implementation.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire OPGK Software?

We reached out to OPGK Software for resources to support us on multiple projects using the service management software OTRS. This included long-term application support contracts.

What were your goals for this project?

We wanted to implement OTRS for customers who needed to migrate and converge outdated software and in-house tools.

SOLUTION

How did you select this vendor?

After the first vendor failed, we searched online for another agency and happened to find OPGK Software. We interviewed them over Skype and went from there.

Can you go into detail about the services they provided and the scope of the project?

They developed and configured the tool properly, providing guidance to end users.

What was the team composition?

They assigned four people who worked remotely under my supervision.

RESULTS & FEEDBACK

Can you share any information that demonstrates the impact that this project has had on your business?

They delivered the solution properly, and we re-gained our customers’ satisfaction and confidence.

How was project management arranged and how effective was it?

I managed the project personally while their project manager oversaw their resources.

What did you find most impressive about this company?

I appreciated their capacity to understand our needs and provide accurate, innovative solutions.

Are there any areas where they can improve?

Their English was fine, but it could’ve been helpful to have specialists who spoke other languages.