CUPERTINO, CA--(Marketwire - November 23, 2010) - OTRS (, the world's leading provider of open source Help Desk and ITIL-compatible IT Service Management (ITSM) solutions, today announced publication of a major case study detailing how the OTRS help desk was used to leverage an Alaskan school district's one-person IT staff, to the benefit of teachers, parents, students, and staff.

Sitka, a small school district on the Alaska Panhandle with only 1300 students and 200 employees, has only a single-person IT staff, with computer teachers providing first level of contact and support. While trying to keep track of support requests, notes were written on Post-its and emails disappeared, despite heroic efforts to keep up with requests.

After examining several helpdesk, ticketing, and CRM options, including SchoolDude, Web Help Desk, DeskPRO, Spiceworks, MSCRM, TigerCRM, and SugarCRM, Sitka found that the OTRS community edition best fit their requirements and budget.

In the first week of the new school year, the district already generated over 300 tickets in the new OTRS system. When asked for his appraisal of implementing OTRS, IT Director Paul Hill replied, "There was no digging chest-deep into configuration files, syntax checking, or chasing down error messages. Nothing. It was click, click, click... done!"

When asked if his users are happy with OTRS, Paul answered, "It's one of those things... you don't know how you got by without it before."

Sitka case study available online
The Sitka case study is available for immediate viewing and download at

About OTRS
OTRS is the leading open-source service innovation suite. The OTRS product suite comprises a Help Desk, an ITIL V3-certified IT service management (ITSM) solution, an associated iPhone App and an underlying technology platform. Over 80,000 corporate groups worldwide use OTRS to improve service, increase customer satisfaction and lower costs. OTRS is available in 27 languages, enabling multi-national corporations to consolidate their service operations onto a single, unified solution. OTRS Group provides world-wide enterprise support, consulting and engineering including process design, implementation, customization, application support, and fully managed hosting. Key customers include industry leaders such as NASA, Siemens, Nokia, and Toshiba. For more information on OTRS products and services, please visit