OTOBO

What OTOBO is

OTOBO is a modular service management platform for handling IT and non-IT services through a web interface. It can create, prioritize, categorize, and assign incidents and service requests automatically. Its service tools include a self-service portal, service catalog, service level management, workflow automation, performance analytics, and an integrated configuration management database. The maker identifies IT service management, customer service management, and enterprise service management as common uses, and describes the platform for IT and business departments, external service providers, and customers working together.

Customers can raise inquiries through email, the self-service portal, phone, or in person; SMS notifications can be sent using an external gateway. OTOBO's Generic Interface offers REST and SOAP APIs for creating services that trigger actions in third-party systems or retrieve information. Authentication options include Active Directory, LDAP, databases, Kerberos, and OpenID Connect/OAuth 2.0. Security features listed by the maker include two-factor authentication, brute-force protection, SSL encryption, access controls, and audit logs. The software 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 is offered in three annual tiers.

Who it suits

OTOBO suits IT and business departments, service providers, and customers that need to manage service requests on a shared platform. Organizations looking for a license-free service management system can use its web interface, APIs, and Docker deployment option.

Limits

The license-free software has no user-count limit. Paid Entry support costs €3,900 a year and includes 10 service requests and one production system; Professional and Enterprise raise the service-request allowance and add test or development systems.

Getting started

1. Visit the OTOBO website.
2. Choose an installer package or the ready-to-use Docker image; Docker is recommended.
3. Deploy OTOBO on Linux.
4. Select an authentication option and use workflow automation.
5. Review the Entry, Professional, or Enterprise plan if paid support is needed.

Verdict

Choose OTOBO if you need a license-free service management platform with request automation, a portal, APIs, and self-hosted deployment. Paid support starts with Entry at €3,900 a year; organizations needing more service requests or additional environments may consider a higher tier.