Best Open Source Service Management Software
Let’s delve straight into our open source award winners in this category.
 | OTRS Free is arguably the most popular and most flexible open source service management software. Functionality includes ticket creation, ticket management, time management, automation & processes, coupled with robust security and permissions. OTRS Business Solution offers more business features, implementation services, training seminars and first-rate support. https://www.otrs.com/ License: Affero General Public License v3 |
 | Request Tracker is an enterprise-grade cross-platform issue tracking system written in Perl. It allows organizations to keep track of what needs to get done, who is working on which tasks, what's already been done, and when tasks were (or weren't) completed. https://bestpractical.com/request-tracker License: GNU General Public License v2 |
 | osTicket is another popular support ticket system. It's renowned for its simple to use web interface. http://osticket.com/ License: GNU General Public License v2 |
About IT Service Management
IT service management (ITSM) is a general term that describes an approach for designing, delivering, managing and improving the delivery of information technology. Specifically, it refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization to design, plan, deliver, operate and control information technology (IT) services offered to customers.
One aspect of ITSM is the customer service trouble ticketing (or help desk) software. This is an information and assistance resource that helps the resolution of computer related problems. Companies seeking to offer better customer service often provide help desk support via the telephone, website, and or by email. Help desks may also be set up simply for internal use, to provide help to a firm’s employees. The importance of the help desk cannot be overrated, and it represents a core part of a successful business.
Help desk software is crucial to the smooth operation of a help desk and customer support staff. Without high quality software, tracking help desk support issues can be extremely difficult and can result in the deterioration of customer relationships. Tracking and responding to help desk calls is quicker and more effective when using well designed help desk software. This type of software helps organisations to manage their email better, as well as offering powerful request management, and an audit trail, logging and tracking users’ requests for assistance.
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